Privacy policy

Information we collect

We collect the contact, traveller, journey, and assistance information you choose to provide through a request, client account, or direct conversation. Some cases may involve health, disability, equipment, animal, guardian, or identity details because a provider needs them to assess the requested service.

We aim to ask only for information relevant to the agreed work. The first request form is intentionally limited and should not contain passport scans, medical records, or payment details.

• Contact details and communication preferences
• Journey, passenger, assistance, equipment, and animal information
• Case messages, confirmation records, and documents requested later
• Account, consent, security, and website-preference records

How we use information

We use information to assess an enquiry, provide the agreed advisory or coordination service, communicate about the case, maintain service records, protect the website, and meet applicable legal or accounting obligations.

Where coordination is part of the service, relevant information may be shared with the operating airline, airport provider, or another clearly identified party. We do not treat permission to assess a case as permission to share every document with every provider.

Sensitive information

Health, disability, and support information deserves additional care. We use it only when it helps describe the requested assistance, meet a provider requirement, or protect the traveller’s interests. You can ask why a detail is needed before providing it.

Do not send more information than requested. Where a document is needed, we may ask for only the relevant page or field rather than the complete record.

Retention and security

We retain information only for as long as it is reasonably needed for the case, legal obligations, accounting, dispute handling, or a continuing client relationship. Retention periods can differ by record type and applicable law.

We use access controls, protected storage, and activity records appropriate to the service. No online system can be guaranteed risk-free, so urgent or highly sensitive information should be shared only through the route AeroAssist identifies for it.

Your choices and rights

Depending on where you live, you may have rights to access, correct, restrict, object to, receive, or request deletion of personal information. You may also withdraw a consent where consent is the basis for processing.

Use the contact route on this website and identify the request and person concerned. We may need to verify identity before releasing or changing case information.