Privacy Policy

This policy explains how Lavisa Travel & Tourism ("Lavisa", "we", "us") collects, uses, shares and protects your personal information when you visit lavisatravel.com, book travel with us, or contact us on WhatsApp, Instagram, Facebook, by email, by phone or through our website.

We are a travel agency based in Dubai, United Arab Emirates, and we are responsible for the personal information described here. We handle it in line with the data protection laws that apply in the UAE, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data.

Depending on what you ask us to do, we collect:

• Contact and personal details: your name, phone number, email address, nationality and date of birth.
• Travel document details: passport number, issue and expiry dates, and a copy of your passport, photo or other documents when a ticket, visa or Umrah booking requires them.
• Booking details: the flights, hotels, cars, transfers, packages, cruises, insurance and activities you search for or book, the names of the people travelling, any special requests, and your booking history with us.
• Payment details: the name on the card, the payment method and the payment status. Card details you enter are passed to our payment provider to process the payment. We keep only the last four digits of the card, never the full card number or security code.
• Conversations: what you write to us on WhatsApp, Instagram, Facebook, by email or through our contact form, together with the name, phone number or account that the channel shows us.
• Enquiry forms: details you submit on our website, or in enquiry forms inside our Facebook and Instagram ads, which Meta passes to us.
• Account details: if you create an account, your sign-in email, your password (stored only in a protected, non-reversible form), your loyalty points, saved preferences and any reviews you publish.
• Technical details: your IP address, browser and device type, and the cookies described in the Cookies section below.

If you tell us about a medical need or dietary requirement so that a supplier can accommodate it, we use that information only for that purpose.

We use your information:

• To make and manage your bookings: reserving with suppliers, issuing tickets and vouchers, and applying for visas and Umrah permits.
• To take payments, issue invoices and refunds, and prevent fraud.
• To answer your questions and support you before, during and after your trip.
• To check and improve the quality of the service our team gives you.
• To send you offers and travel news, but only where you have agreed to receive them. You can opt out at any time.
• To meet our legal, accounting, tax and regulatory obligations.

Each time, we rely on one of these grounds: the need to carry out our agreement with you, a legal obligation, our legitimate interest in running and improving our business in a way that does not override your rights, or your consent. Where we rely on your consent, you can withdraw it at any time.

When you message us on WhatsApp, Instagram, Facebook or through our website, the content of your conversation is sent to an AI service provider that works on our behalf. We use it to:

• draft suggested replies, which a member of our team reviews before a reply is sent to you; and
• assess the quality of the service our team provides, so that we can train and support our staff.

The AI service processes your messages only to provide these functions for us, and only under our instructions. Decisions about your booking, refunds or complaints are made by our staff, not by the AI service.

If you have questions about how AI is used in your conversation with us, contact us using the details at the end of this policy.

We share personal information only as needed for the purposes in this policy, with:

• Airlines, hotels, car rental companies, transfer and ground-handling companies, cruise lines, insurers, and tour and activity operators that provide the services you book.
• Travel technology and booking platforms that connect us to those suppliers.
• Embassies, consulates, visa and immigration authorities, and Umrah service providers, when you ask us to arrange a visa or Umrah.
• Payment processors and banks.
• Messaging and social media platforms you choose to contact us on, including WhatsApp, Instagram and Facebook, which are operated by Meta.
• Our AI service provider, as described above.
• Providers of hosting, email, communication and IT services that run our systems.
• Our professional advisers and auditors, and government, regulatory or law enforcement authorities when the law requires it.

Each of these receives only the information it needs. We do not sell your personal information.

When you book a service provided outside the UAE, the supplier receives your details in its own country. Some of our service providers, including our AI, hosting and communication providers, may also process data outside the UAE. When this happens, we take reasonable steps to keep your information protected, including choosing reputable providers and sending only what the service needs.

• Booking, payment and invoice records: for the period required by UAE commercial and tax law, which is generally at least five years after the booking.
• Copies of passports and other travel documents: only as long as needed to complete your booking or application and deal with any follow-up.
• Conversations with us: up to 24 months after your last message, unless they form part of a booking record or a complaint.
• Marketing preferences: until you opt out, after which we keep a record of your opt-out so that we respect it.
• Your account: while it is open. When you close it, we delete your profile, apart from the booking records we must keep.

When information is no longer needed, we delete it or anonymise it so that it can no longer identify you.

Our website uses cookies that it needs in order to work: to keep your search and booking in progress, keep you signed in, protect forms against misuse, and remember your language, currency and display settings.

We do not currently use advertising or analytics cookies on our website. If that changes, we will update this section before those cookies are used.

You can delete or block cookies in your browser settings, but parts of the website, such as booking and signing in, may not work without them.

We protect your information with encrypted (HTTPS) connections, passwords stored only in protected form, access limited to the staff who need it for their work, and service providers who are required to keep it secure.

No system is completely secure. If we become aware of a breach that is likely to affect you, we will let you know, and we will inform the authorities where the law requires it.

You can ask us to:

• give you a copy of the personal information we hold about you;
• correct information that is wrong or incomplete;
• delete your information, where we are not required to keep it;
• restrict or stop a particular use of your information, or object to it;
• stop sending you marketing messages; and
• withdraw any consent you have given, without affecting what we did before you withdrew it.

To make a request, email info@lavisatravel.com or send us a message through our contact page. We may first ask you to confirm who you are, and we aim to reply within 30 days.

If you are not satisfied with our reply, you can complain to the data protection authority in the UAE.

Our services are for adults. We collect information about children only when a parent or guardian gives it to us to book travel for them, and we use it only for that booking.

We may update this policy when our services or the law change. The "Last updated" date at the top of this page shows when it last changed. If we make a significant change to how we use your information, we will say so clearly on this page.

Lavisa Travel & Tourism
Office 211, Wasl Building, Sheikh Zayed Road, Al Wasl
Dubai (Dubai Mall Metro Station, Exit 2), United Arab Emirates

Email: info@lavisatravel.com
Phone: +971 55 887 1803

You can also send us a message through our website.