This policy explains which personal data we process when you visit loulouair.com, ask about a flight or book a seat: why, how long we keep it, who we share it with and how to exercise your rights. We do not sell your data.
1. Who is responsible for your data
AERO AFFAIRES, a French société par actions simplifiée with share capital of 100 000,00 €, registered office at 128 rue La Boétie, 75008 Paris, France, registered under 444 891 873 R.C.S. Paris. Loulou Air is one of its brands.
For any question about your data: fly@loulouair.com, or by post to the registered office.
2. What we collect, and why
Your enquiry to a broker
When you fill in the "A broker calls you back" form on the home page, or when you call or write to us, we receive: your name, phone number, email address, the flight you are interested in, an approximate date, your dog's breed and approximate weight, and any details you add.
We use them to answer you and prepare a flight proposal. Legal basis: steps taken at your request before entering into a contract (Article 6(1)(b) GDPR).
Your booking and the organisation of the flight
For each ticket, we collect:
- for the passenger: first name, last name, date of birth, nationality, email address and phone number;
- for the dog: name, breed, size, weight, age, whether it is a short-nosed breed, and its special needs;
- for the order and payment: the first name, last name, email address and phone number of the person booking, who is not necessarily a passenger, their billing address and, where relevant, their company name.
Before departure, we also receive a copy of the passengers' identity documents and the dog's documents required by the arrival country.
This data is used to record the booking, check the dog's file with you, organise the flight with the carrier, comply with the formalities of the departure and arrival countries, invoice, and handle any complaints. Legal bases: performance of the contract (Article 6(1)(b) GDPR) and our legal obligations, including accounting (Article 6(1)(c)). The "I authorise Loulou Air to pass on…" box ticked during booking covers this transfer to the carrier and the authorities, which every international flight requires.
Mandatory fields are needed to book: without them, we cannot fly you. When a minor travels, their data is provided by the adult who books for them.
The "special needs" field is about your dog. Do not enter information about your own health there: if a passenger needs assistance, a broker collects with them, and with their express agreement, only the information the flight requires.
Payment
Online payment is handled by a secure payment provider. We never receive your card number: we only keep the transaction reference and amount, for our accounts.
New flights and offers by email
If you tick the box provided during booking, we write to you when new flights open. Legal basis: your consent (Article 6(1)(a) GDPR). You can withdraw it at any time, using the unsubscribe link in every message or by writing to us.
Your phone number
We use it to handle your enquiry and organise your trip. Any sales call requires your prior consent, unless it takes place within an ongoing contract (Article L. 223-2 of the French Consumer Code).
Running and securing the website
To deliver pages and protect the site against attacks, our host processes technical connection data: IP address, browser, pages requested, date and time. Legal basis: our legitimate interest in providing an available and secure website (Article 6(1)(f) GDPR).
Two pieces of information stay on your device and are never sent to us: the booking in progress, kept in the browser tab until you close it, and your cookie choice (see section 8).
We make no decision based solely on automated processing.
3. Who receives your data
- the brokers and departments of AERO AFFAIRES handling your enquiry or booking;
- the air carrier operating the flight, for the information the flight requires;
- the authorities of the arrival country and, where regulations require, of the departure and transit countries (border police, customs, health and veterinary services), directly or through the carrier;
- the payment provider;
- our technical providers acting on our behalf: website hosting (Cloudflare, Inc.) and email;
- Google, for audience measurement, only if you accept it.
4. Transfers outside the European Union
A flight to the United States or the United Arab Emirates involves passing data to the carrier and to the authorities of those countries. These transfers are necessary for the performance of the contract you enter into with us (Article 49(1)(b) GDPR).
Our host, Cloudflare, Inc., and Google LLC are based in the United States. Both are certified under the EU–U.S. Data Privacy Framework.
5. How long we keep your data
- Enquiry that did not lead to a booking: 3 years from your last contact.
- Booking: for the duration of the relationship, then 5 years after the flight, the limitation period for legal claims.
- Invoices and accounting records: 10 years (Article L. 123-22 of the French Commercial Code).
- Copies of identity documents: deleted once the flight has taken place and the related formalities are closed.
- Emails about new flights: until you withdraw your consent, or after 3 years without any response from you.
- Booking in progress in your browser: until you close the tab.
- Technical connection data: as long as needed to keep the site secure.
- Visit statistics, if you accept them: 14 months at most in Google Analytics.
6. Your rights
You can ask to access your data, have it corrected or erased, or restrict its processing; object to processing; ask for the data you provided in a portable format; and withdraw any consent at any time. You can also set instructions for what happens to your data after your death (Article 85 of the French Data Protection Act of 6 January 1978).
Write to us at fly@loulouair.com or by post to 128 rue La Boétie, 75008 Paris, France. We reply within one month. This can be extended by two months for complex requests, in which case we tell you (Article 12(3) GDPR).
If you believe your rights are not respected, you can lodge a complaint with the CNIL, the French data protection authority, online at cnil.fr/fr/plaintes or by post to 3 place de Fontenoy, 75007 Paris, France.
7. Security
The site is only served over an encrypted connection (HTTPS). Access to booking data is restricted to the people who need it to organise your flight. No card number is entered on our pages or passed to AERO AFFAIRES.
We may update this policy. The date of the latest update is shown at the top of the page.