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Protecting your privacy is an essential priority, and we use this data to provide you with the products you buy on our sites. Otherwise, you would not be able to buy your tickets and subscriptions!

To this end, here are the eight principles to which Jetllings and all its employees are committed:

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1. Never collect or use data without a specific and legitimate purpose

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2. Only collect data for one of the following purposes:

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• The data is necessary for the performance of the contracts and services requested

• You have given YOUR express and specific consent to processing

• We have a duly justified legitimate interest in processing your data

 

3. Only collect and use data that is strictly necessary for processing.

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4. Keep data only for a limited period consistent with the services provided.

5. Ensure data quality and security at all times.

6. Only transfer data when necessary and in compliance with legal and security regulations.

7. Provide you with clear and transparent information at all times.

8. Ensure that your rights and the conditions for exercising them are respected.

This confidentiality charter applies to all Jetllings websites, mobile applications and services (hereinafter "Jetllings").

What data do we collect?

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Jetllings  scrupulously observes the principle of minimisation, i.e. collecting only the data strictly necessary for the purposes defined below:

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• Identification data (title, surname, first name, date of birth, e-mail address, commercial or loyalty card numbers, travel reference): this data is essential for any order, registration for a customer account or for the security of Jetllings sites and transactions, and concerns the purchaser and the passengers concerned.

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• Travel document - passport (type, number, expiry date, country of issue): this information is essential for certain international journeys and is requested by the transport operator for the purposes of border crossing checks.

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• Payment details (bank card number, order amount, holiday voucher number and expiry date, etc.): this data is essential for all orders or refunds. You can also save your bank details in your customer account to make future purchases easier.

 

• Data relating to your searches and your order (product purchased, destination, date, cards and/or subscription used, etc.): this data is essential for providing the service ordered and after-sales service.

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• Where applicable, generic data related to the presence of a disability (collection of "disabled passenger" and "wheelchair user" status): this data is essential for adapting our offer to disabled people and making it accessible to all (offering comfort and assistance, adapting fares, appropriate seat placement, etc.).

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• Data relating to your habits and interests (favourite destinations, choice of additional services, etc.): this data is useful for proposing personalised offers.

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• Contact details (telephone number, e-mail address, postal address): this data is used to contact you if necessary (problems relating to the service, your order or the product purchased) and concerns the purchaser and/or passengers concerned.

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• Technical data (browser version, operating system, terminal model, IP address, e-mail deliverability, etc.): this data is necessary for the optimal display and operation of Jetllings  sites and applications.

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• Geolocation: the Jetllings  mobile application includes a geolocation function that can only be activated with your consent. This data enables us to provide you with personalised services and offers (nearest station/next departure from a nearby station) or to offer a proactive exchange of your tickets in the event of an estimated delay on your part (calculation of the distance from your geolocation to the station and the departure time/connection to the customer account and activation of continuous geolocation required). You can deactivate geolocation at any time from your phone's settings. When you agree to share your location continuously, you are also helping to improve the public transport service, as the data is aggregated for the purposes of mobility studies for the various transport operators. Geolocation also enables us to offer you a service that allows you to board an authorised TER (Regional Express Transport train) without first purchasing a ticket if you activate the JustGo function, determining the journey undertaken and making the associated payment.

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• Browsing data (searches, number of visits, date of last visit, etc.): see the "Manage your cookies" tab.

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How do we collect it?

Data is collected from various sources:

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1. You

• When you fill in forms on Jetllings  sites and applications, including those deported to other environments (websites, applications, social networks), for yourself or for passengers accompanying you, and for whom you guarantee that you have obtained consent for this collection.

• When you browse Jetllings services, the website or the mobile application (pages consulted, duration of page consultation, and other information collected thanks to cookies and trackers).

• When you consult an e-mail sent by Jetllings.

• When you talk to the Jetllings  BOT or our advisers.

• When you specifically give your consent (geolocation, for example).

• When information is collected via input forms, you are informed which data is required and which is optional by means of asterisks in the input forms.

• If Jetllings services are used by persons under the age of fifteen, they must obtain the consent of their parents or legal guardians.

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2. Technical information

• Supplied by your telephone operator: your IP address and its macroscopic location

• Provided by the terminal: the operating system, the browser used and the various technical identifiers.

• Provided by cookies and trackers: see “Manage your cookies” tab.
   

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How long is the data kept?

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Data is only kept for the time strictly necessary:

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• For the processing of orders.

• For compliance with legal and regulatory constraints, particularly in terms of the management of disputes.

• For the smooth operation of Jetllings services (particularly the customer account).

• For a personalised service offer.

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How long do we retain data?

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The general data retention policy for Jetllings services is as follows:

 

• Identification data: Three years from the last date of visit to the site or connection to the customer service.

• Order information: Three years from the order date.

• Bank details: Either a maximum of 13 months for after-sales management (refunds);
  Or for the duration of the bank card's validity, if you register on the customer account.

• Prospect data: One year after the date of last activity on Jetllings services or last newsletter opening.

• Connection logs: One year from each connection.

• Cookies: A maximum of 13 months from the time they are deposited on your computer or terminal.

• Geolocation data: Only for the duration of the browsing session, or in the background if you have so agreed.

• For the Just-Go service, the data associated with the journey undertaken is kept for a maximum of 13 months.

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Some of this data may be archived in order to establish proof of a right or contract or when required by legal or regulatory obligations. Access to archived data will be strictly reserved for the departments concerned. This data may only be archived for as long as is necessary to fulfil these legal or regulatory obligations or for a period not exceeding the statutory limitation period under common law.

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What measures are taken to ensure its security?

Jetllings is particularly vigilant with regard to the security of your data, and therefore devotes significant human and technical resources to ensuring its protection. A strict security policy is in place to define the processes, working methods and technical protection rules to be implemented.

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Here are just a few examples of the security measures implemented:

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• Automated protection systems against cyber attacks are active.

• Jetllings  service IT codes are subject to security-oriented code reviews.

• Automatic tools periodically carry out security tests on the websites.

• Website security is audited by companies with expertise in the field.

• Access to customers' personal data is subject to strict access controls;

• Cyber security experts can be called in at any time to deal with security incidents.

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What are my rights?

In accordance with the provisions of Regulation No. 2016/679, known as the General Data Protection Regulation (GDPR), you have the following rights with regard to your data and in order to ensure that Jetllings complies with its commitments:

 

1. Right of access: You can contact us to find out what data Jetllings  holds about you.

2. Right of correction and deletion: You have the right to correct your personal data and to request that it be deleted.

3. Right to object: You may object to Jetllings  carrying out a certain number of processing operations.

4. Right to portability: You can ask Jetllings  to send you your personal data (identification and order data only) in electronic format (csv file).

However, it should be noted that the exercise of these rights is not absolute, and may be restricted for reasons of legitimate interest (customer disputes) or for legal reasons. For example, for security reasons, these rights can only be exercised by the person making the request. This means that you cannot exercise these rights on behalf of a third party (including a spouse) without being authorised to do so by that party.

 

This is why we check your identity before granting your request. Finally, we would like to point out that we will not be able to comply with your request if it is unfounded or manifestly excessive (for example, if it is technically too complex or if you exercise your right of access on multiple occasions, close together in time, for data that has already been provided to you), or if the data has been deleted, in accordance with the data retention periods indicated in this charter.

 
How can I exercise my rights?

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1. Rights of access, correction, deletion and portability:

If you have a customer account, you can carry out most of these operations directly by logging into your customer account. Alternatively, you can contact Jetllings  customer service using the following electronic form (Contact) or by e mail at the following address: info@jetllings.com

 

2. Right to object:
 

You can exercise your right to object in the following ways:

 

• For commercial newsletters: by clicking on the unsubscribe link at the bottom of the newsletters sent to you, you will be unsubscribed and will no longer receive commercial newsletters. However, we would like to inform you that in the event of your resubscribing, in particular via the customer account, you will receive our commercial communications again.

• For personalisation and cookies: by using the cookie management system available to you  (Cookie Management);
  For all other requests: by sending your requests to Jetllings  customer services using the following electronic form (Contact) or by post to the following address: service clients Jetllings-

• For all these requests, and for security purposes, you will be asked to identify yourself, and to provide our customer service department with a copy of your identity document if we are unable to identify you by other means.

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What should I do in the event of a dispute?

If you are not satisfied with a response to one of these rights, or in the event of a dispute over the use made of your data, you may address your requests to: info@jetllings.com

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How does it work for social networks?

Our services use plug-ins from social networks, in particular Facebook, Twitter/X, Linkedin, Instagram, Pinterest, Tiktok, Youtube and Snapchat. If you interact with these plug-ins (by activating the "Like" or "Share" buttons), information relating to your browsing and the operations carried out on our services will be transmitted to the company operating the social network concerned.

Furthermore, if you do not wish a social network to which you belong to link the information collected when browsing our services, you must disconnect from the social network in question before visiting them.

In any event, the use of these plug-ins or of the data collected during browsing with social networks activated is governed exclusively by the general terms and conditions of the social networks concerned. For this reason, we invite you to consult the personal data protection policies of these social networks to find out exactly what information is collected and how it is used.  

 
In addition, we may share some of your data with these social networks, in encrypted format, in order to contact you and send you personalised advertising on social networks. For more information, please consult the “Cookies” section.

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What is your data used for?

Jetllings only collects and uses data about you for specific purposes that are limited to what is necessary for you, namely:

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• To enable transport operators and other suppliers of products and services to provide you with the products and services you have ordered.

• To ensure the payment of the products you have purchased.

• To ensure follow-up and after-sales service for the products ordered (information, cancellations, refunds, complaints and delay notices).

The legal basis for this processing is the performance of the contract.

 

 

Managing your customer account

 

On Jetllings, a customer account is not compulsory in principle. However, for some services (e.g. JustGo), a customer account is required in order to use the service.

The customer account is very useful because it is a space that is entirely dedicated to you, and which allows you, in complete transparency, to:

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• Place orders in a simplified way (automatic input of your data: personal and professional identification data, subscription cards, bank details, travel preferences).

• Access your order data.

In addition, for new customer accounts or in the event of account migration to the Mon Identifiant Jetllings account service, data is shared with Jetllings under the following general conditions of use and confidentiality:  https://connect.Jetllings.com/tos/en_cgu.html  

The legal basis for this processing is the performance of the contract.

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Communicating with you

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Maintaining contact with you is essential, but we only do so in a very reasoned way, and we only send you electronic communications, via e-mail, SMS or mobile notification, for the following reasons:
 

1. Order tracking: sending of an order confirmation and any other messages relating to the service you have ordered, such as any disruptions

 

2. Managing your customer account: confirmation of creation or closure, modification of passwords

 

3. Passenger information: we inform you of any disruptions to your journey or problems at your station or on your favourite line, when you have indicated these on the application, and can offer you alternative solutions

 

4. The proposal of commercial offers: only in one of the following two cases:

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• If you have registered for the Jetllings  "Newsletter" service

• If you have ordered products on the Jetllings  website or application and have not refused to receive these offers, in accordance with the provisions of article L34-5 paragraph 4 of the French Post and Electronic Communications Code.

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5. Tracking e-mails sent to you: using tracking pixels in e-mails, we monitor their deliverability, and measure audiences (statistical opening rates) and marketing indicators (campaign effectiveness). In all cases, you have the option of unsubscribing from our commercial newsletter service by clicking on the unsubscribe link at the bottom of each newsletter.

 

We would also like to draw your attention to the fact that Jetllings may also send you communications on its own initiative, without any involvement on the part of Jetllings. The legal bases for this processing are contract performance, consent and legitimate interest.

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Terms of Mobility

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Providing you with the best possible service, particularly in terms of mobility: the information collected enables us to improve passenger information, and through this gathering of information:

• We assess the suitability of the route (journey) maps envisaged, in particular with a view to improving and optimising them.

• We analyse the information/services/offers consulted/consumed, in particular on the basis of statistics, in order to enable them to be developed/adapted and to facilitate your browsing.

• We process suggestions for changes and reported anomalies.

• We process the traffic disruptions you report using the dedicated function.

• We build profiles by listing common travel modes and locations to make it easier to search for journeys to or from an often-visited location.

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JustGo service

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We make it easier for you to travel and pay by obtaining your geolocation, which is required to determine your journey (consent for geolocation is mandatory). The legal bases for this processing are contract performance, consent and legitimate interest.

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Personalised offers and services

 

We are committed to constantly providing you with the products and offers that are most likely to suit you. In this way, we can offer you personalised content, based on your order details, your geolocation when it is activated, or through cookies and trackers, if you have accepted them:

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• In the communications we send you.

• During your browsing on Jetllings  sites, in particular.

• Through certain services using geolocation, in particular a proactive exchange of your tickets in the event of an estimated delay on your part (exclusively on our mobile application).

• Via targeted and personalised advertising banners on other sites and applications.

The legal bases for this processing are consent and contract performance.

 

Combating fraud

The security and smooth operation of our sites is a major issue. Automated data analysis is carried out by our subcontractor ACI Worldwide in order to determine the level of fraud risk associated with each order. Analysis criteria include browsing behaviour, data relating to the terminal used and bank details.
 

Depending on the results of this risk analysis, and after checking by our anti-fraud teams, Jetllings will be able to take one of the following measures:

 

• Confirmation of your order

• Request for additional supporting documents

• Order refusal

• Order cancellation with reimbursement of funds

In the event of a proven problem with an order, or in the event of non-payment, your data will be entered in the Jetllings  alert file, which may carry out additional checks on future orders.
You can make a complaint or request information at any time by contacting Jetllings  customer service.
 

JustGo service fraud

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To guard against fraud, and in particular disconnections from the service before the end of the journey undertaken, Jetllings  detects connection incidents and geolocation settings, in particular for a period of 30 minutes after the customer disconnects, in order to check consistency between the end of the journey declared and the actual end of the journey.The legal basis for this processing is legitimate interest.

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Games and contest offerings

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In this context, Jetllings  and/or its partners will use the data you have consented to communicate strictly for the purposes of running the game or contest and communication. 

The legal basis for this processing is consent.

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Surveys, Customer Studies and Remote User Tests Participation

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These enable us to get to know you better and provide us with invaluable information so that we can offer you solutions that meet your needs and expectations. You may therefore receive e-mails from Jetllings or our trusted partners inviting you to take part in a study. These requests are not intended for commercial purposes, but rather to help us improve our services. The legal basis for this processing is legitimate interest.

*with the exception of active and retired Jetllings staff members, and their Jetllings beneficiaries when using their transport facilities, in accordance with the conditions of use of these transport facilities, for the purposes of security and customer experience.

 

Is my data transferred to third parties?

We do not transfer any data to third-party companies for any reason other than one of the following:

• Provision of the services ordered: in order to be able to provide you with the transport or ancillary services offered, data is transmitted to the companies concerned.

• Transport operators: Jetllings and its subsidiaries, any other rail transport operator, bus transport operator or associated service (Junior et Cie, for example) offering its products on Jetllings sites and applications.

• Partners: Insurance (Allianz), car hire (Avis), holiday vouchers (ANCV) and any other related products sold on Jetllings sites and applications, either directly or under a white/grey label.

• Subcontracting: Jetllings uses service providers to operate its sites and applications and provide you with the services and products offered. In particular, Its main IT subcontractor is Jetllings  & Tech Services, a sister company of Jetllings  and a 100% subsidiary of Jetllings. In fact, most customer data is internalised and does not leave the Jetllings group.

• For customer relations: call centres, communication tools.

• For payment: suppliers of partners offering products on Jetllings services.

• For marketing services: Marketing follow-up, sending of newsletters.

• To combat fraud: specialist service provider (ACI Worldwide). So there a while back it had some additional verbiage around plane acquisition and commercial plane purchase.

 

Advertising tailored to your use

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Certain data relating to your use of Jetllings , your account (optional), or the bookings you have made, may, subject to your prior consent:

 

• Be sent to third parties contributing to the management of advertising banners or advertising campaigns relating to Jetllings  offers and services, which may be disseminated in certain connected environments (in particular Google Chrome, Safari, Firefox, Microsoft Edge, Facebook, Twitter, Linkedin, Instagram, Pinterest, Tiktok, Youtube, Snapchat). In this case, this data is encrypted and pseudonymised before being passed on to these third parties in the context of Jetllings  campaigns.

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For all of these data processing operations likely to be carried out in conjunction with third parties, we take great care to ensure that our relations with these companies are secure: contracts, audits, security assurance plan, purpose limitation, etc.

 

Specific case for transfers outside the EU

Our policy is not to transfer data outside the European Union, except in the following cases:

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• Fraud prevention: ACI Worldwide, Jetllings  subcontractor, uses data in the United States;

• Advertising analysis and identification of advertising fraud: Integral Ad Science (IAS) uses data in the United States. This list is regularly updated.
   

For all data transfers outside the European Union, we undertake to exercise particular vigilance and to ensure that they are carried out in a context of maximum security (in particular through organisational, technical (e.g. data encryption) and legal security measures (e.g. Data Privacy Framework certification as provided for in the European Commission's adequacy decision of 10 July 2023; signature of the European Commission's standard contractual clauses).

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What is a cookie or tracker?

These are files deposited in the browser of your computer or mobile terminal when you browse Jetllings services. These files are then automatically sent by the browser to Jetllings  servers during your browsing in order to:

• Enable browsing on our services (connection sessions, proof of authentication for the "remember me" function, servers used, etc.).

• Track customers' browsing on sites, applications and newsletters in order to optimise them;
  Personalise routes and offers.

• Manage advertising on and off Jetllings services.

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Who deposits cookies and trackers?

These files are deposited by either:

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• Jetllings

• Or Third parties: When you browse our services or open our newsletters, cookies or trackers are issued by third-party companies (companies providing user support, advertising service providers, communications agencies, audience measurement companies, social networks, etc.), listed here, subject to the choices you may have previously expressed to their services, or at any time, under the conditions described below.

The main purpose of these cookies and trackers is to display advertising content that is likely to correspond to your centres of interest, thanks to the data collected during your browsing on our services or on external sites or social networks.

These cookies and trackers can be used to:
 

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• Record the number of times advertising content is displayed via the advertising spaces on our services, identify the advertisements displayed and the number of users who clicked on each advertisement, in order to calculate the sums due and to draw up statistics.

• Recognise your computer or terminal when you browse any other site in order to adapt the advertisements displayed there.

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The issue, use and management of these third-party cookies are subject to the data protection and confidentiality policies of these third-party companies. However, we inform you of the purpose and management of these cookies when we are aware of them.

Furthermore, if your computer or terminal is used by several people, or if it has several browsers, it is not possible for Jetllings  to ensure that the services and advertisements correspond to your use of our services and not to that of another user. This choice of sharing and configuration is your free choice and responsibility.
 
 

• Browsing sessions (customer account connection, technical browsing session, servers used)

• Simplification of your visit by adapting to the display criteria of your computer or terminal (language used, display resolution, operating system, browser used, accessibility settings).

• Detection of a previous visit.

• Recording of customer preferences.

• Automatic reconnection to the customer account (when activated).

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These cookies are necessary for the proper functioning of Jetllings  sites and for your browsing, and cannot therefore be configured.
 

Cookies for tracking purposes

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• Audience measurement: statistical data on the number of visitors to and use of Jetllings  sites (targeted sections and content, clickstream) in order to measure and study the operation and effectiveness of our services, and thus to improve their interest and ergonomics

• Comparative tests of several versions of the site (AB Testing) in order to improve the interest and ergonomics of our services.

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In accordance with current CNIL recommendations, certain audience measurement cookies are exempt from consent, provided that the following measures are complied with:
 

• The purpose of the cookies is strictly limited to measuring the audience for our sites and applications, exclusively on behalf of Jetllings.

• The sole purpose of the cookies is to produce anonymous statistical data, and thus they do not enable global tracking of browsing and are not passed on to third parties.

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Cookies for personalisation purposes

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• Real-time personalisation of browsing on our services and provision of relevant and personalised offers.

• Improved ergonomics
  Identification of browsing problems in order to offer the assistance of a call centre agent.

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Cookies for advertising purposes

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• Counting and personalisation of the content and advertising offered when you visit Jetllings services.

• Advertising on external sites or social networks.
   

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How are they set up?
 

In accordance with the recommendations of the CNIL, when browsing our services, you are informed of the existence of cookies via the browsing banner that appears on your first visit or in the event that the cookies deposited by Jetllings  are deleted.

 
How can I express my choices regarding cookies?

You can configure your browsing preferences:

1. Either via the settings menu (settings tool)

2. Or with your browser: you can authorize or refuse the storage of cookies on your computer or terminal using the appropriate settings in your browser software. These settings are specific to each browser, and can be accessed via your browser's help menu:

• For Internet Explorer™: http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies

• For Safari™: https://support.apple.com/kb/ph21411?locale=fr_CA

• For Chrome™: http://support.google.com/chrome/bin/answer.py?hl=fr&hlrm=en&answer=95647

• For Firefox™: http://support.mozilla.org/fr/kb/Activer%20et%20d%C3%A9sactiver%20les%20cookies
  For Opera™: http://help.opera.com/Windows/10.20/fr/cookies.html

 

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Concierge Terms and Conditions

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1. Prices: All listed starting prices are indicative and may vary based on specific requirements and customization.

2. Gratuity: An 18% gratuity will be automatically added to all services provided, after the the first one. 

3. Bookings: All services must be booked and confirmed at least 48 hours prior to the flight departure.

4. Cancellations: Cancellations made less than 24 hours before scheduled service will incur a 50% cancellation fee.

5. Payment: Full payment is required at the time of booking to confirm services. We accept major credit cards, bank transfers. 

6. Liability: Jetllings is not responsible for delays caused by external factors such as weather conditions or airport restrictions.

7. Privacy: Client privacy and data protection are paramount. All personal information is handled with strict confidentiality and compliance with privacy laws.

8. Amendments: Any changes to the services requested must be made at least 24 hours before the scheduled service, subject to availability.

 

These terms are designed to ensure a smooth and superior service experience for all clients, reflecting the high standards and exclusivity of the luxury airline.

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