Privacy Policy

Avioza respects the privacy of all website visitors and clients, and undertakes to ensure security of their personal data both while visiting the website and while using the services provided by Avioza.

By using the website and services provided by Avioza as well as upon providing personal information to Avioza, you hereby agree with the provisions of this Privacy Policy. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

Please forward any inquiries that you may have regarding this Privacy Policy to our contact email.

Our Privacy Policy should be read in conjunction with our Terms and Conditions, where you will find all the defined terms used in our Privacy Policy.

Avioza is a service which pursues the following purposes:

• Provide the Services in accordance with "Terms and Conditions";
• Inform the Client about passenger's rights protection and other issues related to the exercise of passenger's rights;
• Inform the Client about relevant services and offers from Avioza and Avioza's Partners.

During collecting, processing and storage of personal data, Avioza acts under applicable data protection legislation including the General Data Protection Regulation (EU) (2016/679) and follows these principles:

Data Protection Principles

1. The processing of personal data shall take place in a lawful, fair and transparent way;
2. The collecting of personal data shall only be performed for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes;
3. The collecting of personal data shall be adequate, relevant and limited to what is necessary in relation to the purpose for which they are processed;
4. The personal data shall be accurate and where necessary, kept up to date;
5. Every reasonable step shall be taken to ensure that the personal data that are inaccurate having regard to the purposes for which they are processed, are erased or rectified without delay;
6. Personal data shall be kept in a form which permits identification of the data subject for no longer than it is necessary for the purpose for which the personal data are processed;
7. All personal data shall be kept confidential and stored in a manner that ensures appropriate security;
8. Personal data shall not be shared with third parties except when necessary for them to provide services upon agreement;
9. Data subjects shall have the right to request access to and rectification or erasure of personal data, or restriction of processing, or to object to processing as well as the right of data portability.

For recovering of compensation with assistance of Avioza, the Client makes an application. While filling an application the client provides the following personal data:

• Name and surname
• Email address
• Mobile phone number
• Physical address
• Date of birth

These personal data are requested as airlines refuse to consider a case without them.

In case the client traveled with a minor whose legal representative is the Client, while filing an application the Client also mentions the name and surname of the minor and their date of birth.

At the completion of filing an application, the Client is offered to mention a flight number and booking number. The Client is also offered to upload a ticket and booking confirmation. The abovementioned personal data is used only for the purposes stated in our Privacy Policy.

After an application is filed, a personal account for each Client is created in Avioza's system where all the data uploaded by the Client is stored. The Client may add a description or upload additional documents at any time on their own.

Additional personal data of the Client such as an identity card of the Client (ID) used to purchase a ticket, a hand-signed power of attorney of the Client may be requested by the airline or other competent authority. In this case, Avioza offers the Client to upload the mentioned documents via their personal account. After the upload, the Client's documents are stored at the internal system of Avioza.

The Client's personal data are stored for 10 (ten) years since the agreement between Avioza and the Client is fulfilled or since the last action of the Client on the website if the Client has not finished an application for a compensation.

The data connected with the use by the Client of opportunities or services provided by the Avioza's website and that are not considered as the personal data may be processed anonymously during statistical and marketing researches or any other similar activities. In any case, such processing of data will not allow directly or indirectly to identify the Client.

The Client's data may be disclosed to the Partners of Avioza, its Affiliates and other third parties if it is required for the purposes of collecting compensation for the Client's claim as well as for performing the contractual obligations of Avioza. In this case, Avioza discloses only the personal data which is required by third persons for the service delivery. Avioza does not disclose the data to third parties for giving them an opportunity to advertise their goods or services to the Client.

Avioza may disclose the Client's data if it is required by law (for example, by supervisory authorities to meet the requirements of the GDPR); to comply with a subpoena or other legal processes, when Avioza believes in a good faith that the disclosure is necessary to protect the rights of Avioza, to protect safety of Clients or of others.

The Client has the right to lodge a complaint with data protection regulators. If the Client is within the EU, they may get in touch with their local Data Protection Regulator.

The Client has a number of rights under European Data Protection law if they are a citizen of the EU, Switzerland, or United Kingdom:

The provisions of this part of Privacy Policy do not restrict the rights of Avioza to store the Client's data in case it is required by law.

Data Subject Rights

• Right to withdraw consent: You can withdraw your consent to the processing of your personal data at any time.
• Right to be informed: You have the right to know what personal data Avioza is processing and why. This information will be sent to you within one month of your request.
• Right of access: You can request a copy of your data, though this right does not include access to the internal correspondence of Avioza, including correspondence with third parties regarding your case.
• Right of rectification: If the data held is inaccurate, you have the right to have it corrected.
• Right to erasure ("right to be forgotten"): You have the right to have your data deleted in certain circumstances.
• Right to restrict processing: In limited circumstances, you have the right to request that processing is stopped but the data retained.
• Right to data portability: You can request a copy of your data in a machine-readable form that can be transferred to another provider.
• Right to object: In certain circumstances (including where data is processed on the basis of legitimate interests or for the purposes of marketing) you may object to that processing.

The data that Avioza collects from the Client may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who are attracted by Avioza for processing of applications, filing claims and processing payments and providing other support services. By submitting your personal data, you agree to this transfer, storing or processing. Avioza will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

Although Avioza does its best to protect the personal data of the Client, Avioza cannot guarantee the security of the Client's data transmitted to the website. Any transmission is at Client's own risk. Once Avioza has received Client's information on the site, upon processing such it will use safe organizational and technical measures to prevent such data from accidental and unlawful destruction, alteration, disclosure as well from all other unlawful activities. Information provided to Avioza is being kept at secure servers.

The Client must take active measures to ensure privacy of their personal data including putting their best effort to ensure privacy of the password necessary to access the website. The Client must ensure that third persons shall not directly or indirectly obtain such data and shall not use the Client's data to access the website and/or services and/or for other purposes. The Client is responsible for any actions of third persons made by using the Client's data and all obligations and liability, arising or related to such actions of third persons shall be the Client's to the full extent.

Avioza uses cookies and similar technologies to improve user experience, for analytics, and to show relevant advertisements. Cookies are small text files stored on your device that help us provide and improve our services.

You can set your browser to refuse all or some cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

For more detailed information about the cookies we use, please see our

Types of Cookies We Use

Our services are not intended for children under the age of 16 unless they are accompanied by an adult. We do not knowingly collect personal data from children under 16. If you are a parent or guardian and you are aware that your child has provided us with personal data, please contact us immediately.

If we become aware that we have collected personal data from children without verification of parental consent, we take steps to remove that information from our servers. If we need to rely on consent as a legal basis for processing your child's information and your country requires consent from a parent, we may require your consent before we collect and use that information.

In case an unaccompanied minor travels on a flight for which compensation is claimed, their personal data may be processed only with the explicit consent of a parent or legal guardian who submits the claim on their behalf.

• By email:: info@avioza.org
• By mail:: Avioza Claims L.L.C. Data Protection Officer Sadri Berisha Prizren, Kosovo
• Online:: Contact form

Avioza is committed to the protection of your personal data and takes any breach of security seriously. In the unlikely event of a data breach that may affect your personal information, we will follow applicable legal requirements to:

We may update our Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, and other factors. When we do, we will update the "Last Updated" date at the top of this Privacy Policy.

For significant changes that materially alter your rights or our obligations under this Privacy Policy, we will make reasonable efforts to notify you in advance by:

We encourage you to periodically review this Privacy Policy to stay informed about our collection, processing, and sharing of your personal information.

The provisions of this Privacy Policy are governed by and interpreted in accordance with applicable law.

Avioza is entitled to unilaterally amend and/or supplement this Privacy Policy without prior notification of the Client. Amendments and/or supplements to this Privacy Policy are valid from publication of such on the Website.

If any provision of this Privacy policy is held to be illegal, the other provisions will remain in full force.