Personal Data Protection Policy

Within the meaning of data protection legislation, we are a controller when we process your personal data. Therefore, Trip.md will ensure compliance with the requirements of applicable data protection legislation, namely Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 ("GDPR") and relevant national legislation, and the purpose of this Policy is to highlight our general practices regarding the processing of your personal information in accordance with the law, for the purposes mentioned below, including the types of information we collect, how we use and protect them, and how you can correct this process.

Our intention is to offer you, the user of the website www.Trip.md or caller of the Trip.md telephone line, a safe experience that will not affect your personal life. In this regard, we make every effort to ensure that the information you enter into our database is used exclusively for the correct purposes. Terms not defined in this Policy shall have the meaning set out in the Trip.md Terms and Conditions.

We reserve the right to periodically update and modify this Privacy Policy to reflect any changes in the way we process your personal data or any changes in legal requirements. In the event of any such change, we will post on our website the modified version of the Privacy Policy, which is why we ask you to periodically check the content of this Privacy Policy.

Personal data we process

When you call the dedicated Trip.md telephone line, register on the website www.Trip.md, by creating an account, by accessing it, by filling in forms, by booking, requesting or purchasing various services and products made available by Trip.md/Trip.md's contractual partners, or by activating promotional or advertising messages, as well as when you act as a legal or authorized representative of a Trip.md contractual partner, we will process personal information that can identify a specific person.

The personal data we process may include:

A. Personal data provided by you

When you order or purchase a service from our website or through our other contact methods (phone, email, chat, in person at our headquarters/airport offices, Facebook, Instagram, TikTok, YouTube or any social network or applications such as WhatsApp, etc.), we will ask you to provide personal information, including first and last name, date of birth, gender, address, travel document details (identity card or passport), phone number, email address, credit card information and nationality, billing details or signature.

Based on your choice among our services, if they include a plane ticket, we will also retain the following information: ticket number, booking number, ticket price, booking code, flight number, departure/return date and location, flight destination and any other details related to the plane ticket service. Certain airlines may require a standard identity check of passengers for certain bookings. Therefore, to assist you/perform this standard verification on your behalf, we may request a photo of your passport or identity card, which we will use only for the purpose of the verification process. Please note that your documents will be kept only for the duration of the verification process.

If your chosen services include hotel accommodation, travel packages, car rental, transfers, destination tickets or any other travel service, we will retain the following information: booking number, voucher number, booking price, hotel name, hotel star rating, destination or any other information related to accommodation services/travel package.

If your chosen services are related to a travel insurance number, we will also retain all insurance-related information: destination, covered period, insurance price, insured personal details.

If your chosen services are related to assistance in filing a claim for obtaining compensation from a Travel Service Provider, we may collect and/or transmit to our partners the following personal data: name, surname, address, email, phone number, passport/identity card number, ticket copy, flight details (airline, flight number, departure and arrival airport, departure date, adult and minor passengers on the booking, flight ticket reservation, boarding pass).

When you create an account on the website www.Trip.md, we will ask you to provide personal information, including first and last name, gender, phone number, email address and password. The user account allows you to add information about your travel preferences and about yourself: photo, details about passengers you usually travel with, seat preferences, billing details you can use during booking. The user account also allows you to access all discount coupons offered to you. We also retain information about benefit and advantage cards offered by airlines, your search and booking history.

When you subscribe to the Trip.md Newsletter, we will ask you to provide your email address, first and last name. If you are subscribed to our Newsletter, we may ask you for details about your travel preferences and other similar details, including through satisfaction survey forms.

When you purchase the SMS alert service to stay up to date with changes/alerts related to issuance, check-in, boarding related to your flights, etc., we will ask you to provide your email address and phone number.

When you contact us by phone or write to us using the forms on our website, we ask you to provide your contact details: first and last name, email address, phone number.

When you order services in person at airport offices, we will also request your signature.

Additionally, the website www.Trip.md allows you to post your opinion about some services purchased from us. If you choose to post comments, your name and comments about our services may be viewed by other website users.

When you act as a legal or authorized representative of a contractual partner, we will process your name, surname, email address, phone number, position, signature.

B. Personal data we collect automatically

When you visit the website www.Trip.md, we automatically collect certain information, including but not limited to your IP address, cookie information, specifically the date and time you accessed our services, the hardware, software or browser you use, and information about your computer's operating system, such as language settings and the location from which you access our services.

When you create a user account on the website www.Trip.md, when you purchase a service or when you subscribe to our Newsletter, we also collect information about your search and purchase history and about your activity on the website www.Trip.md, including information about clicks and pages you have viewed.

Please note that we may associate this data with your account. Some of this data may be collected through the use of various types of cookies or similar technologies. For more information regarding the use of cookies, please consult our Cookie Policy.

C. Personal data you provide about other persons

When you purchase a service from the website www.Trip.md or through any other channel (phone, email, chat, Facebook, Instagram, TikTok, YouTube, or any other social network, or applications such as WhatsApp, etc.), you may travel with other persons whose details you provide as part of the booking process, or you may purchase a service on behalf of someone else or for other persons on the same booking. In these circumstances, it is your responsibility to ensure that the person whose personal data you have provided is informed about this and has understood and accepted how we use the respective information, as described in the Privacy Policy.

Collection and use of personal data by Trip.md

Trip.md uses your stored personal information - the details provided at registration and the activity you carried out on the website www.Trip.md - especially to facilitate your access to the site, to improve products and services, and to inform you about the latest products and services you are interested in.

We may use your personal data exclusively for the following purposes ("Authorized Purposes"):

A. Providing our services

First of all, we use your personal data to provide you with information, travel services or other Additional Services that you have ordered or been interested in.

B. Communicating with you

We use your personal data to contact you regarding the services you have purchased from us. We may contact you by email, chat, mail, phone or text messages. The method depends on the contact information you have previously shared with us and the method by which you contacted us.

Reasons we may contact you include:

1. managing the travel services/travel-related services you have purchased;
2. confirming, on your part, the details of your trip;
3. providing our consultancy services for services related to the purchased trip: how to get from the airport to the hotel, what to visit at the destination, which area of the chosen destination is recommended for booking accommodation, etc.;
4. responding to or managing any requests from you;
5. sending you a questionnaire or inviting you to provide a review of your experience with us, following the purchase of our services;
6. sending you a questionnaire or an invitation to provide your satisfaction level, as our client, through a survey;
7. sending you other information or administrative materials related to the services you have purchased, such as security alerts, how to contact us if you need assistance while away, and information we believe may be useful in planning your holiday;
8. sending you a questionnaire or inviting you to provide a review of your experience with the service provider or hotel;
9. sending you materials related to future bookings or a summary of previous bookings you have made through Trip.md;
10. if you mention that a guest review is useful or not, we will add this aspect to the feedback received from other clients, to sort and prioritize guest reviews. We do this to help other clients like you find the best services that suit them.

C. Customer service

Your personal data, such as information about the services you have purchased or information about your user account, is used to find appropriate solutions to your requests, complaints/claims, and to answer any questions you may have about the services you have purchased or any other questions.

When you contact us (by phone, email, chat, in person at our headquarters/airport offices, Facebook or through any other social network, WhatsApp, etc.), Trip.md uses an automated phone application to detect your phone number from your existing bookings. Trip.md agents will request some details to properly identify you. We will ask you questions about the details you have provided in your bookings, so if you cannot provide sufficient details, we may not be able to help resolve your request/complaint.

D. Creating your user account on www.Trip.md

You have the option to create a user account on the website www.Trip.md.

We use the information you provide to manage this account, allowing you to purchase our services, manage the services you have purchased, benefit from special offers and manage your settings.

You must be at least 18 years old to create a user account on the website www.Trip.md.

Minors may use our Site only with the involvement and/or approval of a parent or legal representative, in accordance with our Terms and Conditions. If we are notified that we have processed the data of a minor without the valid consent of a parent or legal representative, we will delete it.

E. Marketing activities

We use the personal data you provide for marketing activities, which may include:

1. using your email address to send you the Newsletter about our products and services. You can unsubscribe from email marketing communications at any time by clicking the Unsubscribe link included at the end of each email;
2. using your email address to send you push notifications about different types of tickets/packages/fares or our services/products. You can unsubscribe from email marketing communications at any time by clicking the unsubscribe link included at the end of each email;
3. based on information about your previous searches and purchases, we may include personalized offers in our Newsletters to allow you to choose among the best offers that may interest you;
4. if you participate in other promotional activities we conduct, relevant information will be used for the administration of these activities;
5. from time to time, we may ask you to participate in marketing research. When you are invited to participate in such research, you will receive all the necessary information to understand what personal data is collected and how your personal data is subsequently used;
6. if you participate in a market study, the Trip.md Consultant will contact you by phone to conduct an interview. Thus, you will be asked to provide a phone number and give us your consent to process this contact detail;
7. if you wish to participate in various campaigns organized by us, by enrolling in the respective campaign, we will process, as applicable, personal data including but not limited to: name, surname, phone number, address, email address, photo/video image, for the organization of the Campaign and for the delivery of the prize, as well as for advertising, marketing and publicity purposes. For each campaign conducted, we will inform you in detail in the respective campaign regulations.

You must be at least 16 years old to subscribe to our email marketing communications.

F. Improving the quality of our services

We constantly strive to improve our services and may use personal data for analytical purposes, to optimize and personalize our online platform according to your needs, making the website www.Trip.md easier to use and more pleasant, and to improve our Customer Service.

We may use certain technologies to better understand the needs of our users, to optimize their experience and to improve our services. Such technologies help us better understand the user experience (how much time they spend on the website and on which pages, what links they access, what preferences they have, etc.) and this allows us to build and maintain our services based on user feedback.

G. Call monitoring

When you use our telephone lines for Customer Service, to contact us or when we contact you by phone, we will record the call for the following reasons: improving the quality and performance of our team, complaint management, training materials. During telephone conversations with our customer service team, there may be live listening or calls may be recorded for quality control and training purposes, which include the use of recordings for complaint management and for detecting fraud attempts.

H. Legal purposes

We may use your data to comply with our legal obligations (such as, for example, record-keeping obligations), for compliance verification or registration obligations (for example, under antitrust laws, export laws, trade sanctions and embargo laws, anti-money laundering laws, financial and credit verification and fraud prevention and detection).

Additionally, we may use your data, if necessary, to comply with court orders and to pursue and defend our legal rights.

I. Security of our premises

We use a video surveillance system to ensure the security of our premises, for purposes related to the safety of persons and the security of buildings and property. To support these purposes, video surveillance may be used to monitor exterior and interior areas of our offices, where there are no reasonable expectations of privacy.

J. Customer comments

The website www.Trip.md allows you to post your opinion about some services purchased from us. If you choose to post comments, your name and comments about our services may be viewed by other website users.

K. Execution of contracts with our partners

Additionally, if you are the legal or authorized representative of a contractual partner, we may use your data, i.e. name, surname, email address, position, if necessary, for the purpose of concluding contracts with our contractual partners.

Legal bases for processing your personal data

Considering that you have the right to know the purpose of processing your personal data, we will inform you prior to processing your personal data for purposes other than those for which you disclosed your personal data to us.

Execution of contracts with our clients

Based on the contract or terms and conditions accepted by you, as a Trip.md client, we will process the personal data you have made available to us, as well as any other data necessary for us to provide our services, in accordance with contractual provisions and those of Romanian law.

The execution of the contract concluded with you is the legal basis for processing your personal data for the following purposes: providing our services, communicating with you and customer service activities.

Legitimate interests

We may use your information for legitimate interests, such as providing our services, where the service is purchased by a person other than the beneficiary.

We may use your information for our legitimate interests, to provide you with the best and most appropriate content of the website www.Trip.md, emails and newsletters, to improve and promote our products and services and the content of our website, and for call monitoring, for administrative purposes, including for the security of our premises and for legal purposes. We may also ask you to complete customer satisfaction survey forms.

If you have purchased a service from the website www.Trip.md, we will subscribe you to our newsletter, for related products and services, in accordance with Romanian law. We may also ask you to complete customer satisfaction survey forms. You have the option to opt out of receiving such Newsletters, either at the time of purchasing the service or by clicking the "unsubscribe" button at the end of each email, as well as by sending us an email with the text "Unsubscribe" to [email protected].

We also rely on legitimate interest when you create your user account on our website.

Your consent

We use your personal data based on your specific consent to subscribe you to our newsletter about our products and services or to Fare Alerts when you fill in the relevant forms. You can withdraw your consent by clicking the unsubscribe button at the end of each email or by sending an email with the text "Unsubscribe" to [email protected].

If you choose to post comments about some services purchased from us, we rely on your consent for processing this data. You can withdraw your consent by sending an email to [email protected].

Legal obligations

We may process some of your data, in the context of providing services, based on legal obligations (e.g., for reporting purposes or for anti-money laundering purposes, invoicing, considering possible complaints filed by clients, fulfilling GDPR requests) or obligations imposed on Trip.md by applicable laws.

If the Privacy Policies of Travel Service Providers apply, you will find a link to them on our Website.

Recipients of personal information

As a rule, Trip.md will not provide (by sale or rental) your personal information to third parties. However, Trip.md will transmit information to third parties when this is necessary for the purpose of data processing, such as the following cases:

Travel Service Providers

Personal data necessary for providing the travel services you have purchased will be transferred to third parties - Travel Service Providers so that the ordered travel services or Additional Services can be provided.

Business partners/Other travel-related service providers

We may work with business partners who offer:

• services marketed on the website www.Trip.md (accommodation, insurance, payment providers or other travel-related services);
• customer services and support tools to respond to your requests and manage communications with you if necessary;
• customer relationship management and marketing solutions. These allow us to manage personalized commercial communications and/or display personalized ads across the web;
• payment and fraud services (e.g., payment processors, banks, fraud prevention services and tax refund management, etc.);
• IT infrastructure providers, software solutions, analytics service providers. These help us provide you with an available and secure site.

When you purchase a service from us, certain personal data necessary for providing such services, such as your name and email address, home address, payment details and other relevant information, may be transmitted to our business partners. The data transmitted to our business partners is limited to the personal data necessary for providing the service, as established by the business partners.

Competent authorities

We may disclose personal data to law enforcement institutions, to the extent that this is required by law or is strictly necessary for the prevention, detection or prosecution of crimes and fraud, or if we are otherwise legally obligated to do so. We may need to disclose personal data to the Competent Authorities to protect and defend our rights or property or the rights and property of our business partners.

Other situations

We may use the data provided by you when you use social platforms (Facebook, Instagram, YouTube, TikTok). Thus, when you authenticate with your social media profile, when you click on a social media "like" button integrated into our website through plugins, or when you use any social media service to interact with us, your data may be shared between us and social media providers (e.g., your username, email address, profile photos, your contact, etc.).

We may also transfer your data and the data you provide about other persons on the same booking to our partners, in situations where it is necessary to obtain compensation under Regulation EC 261/2004 for flight delay or cancellation, or in case you are denied boarding.

Additionally, in other specific situations, when we collect your personal data, if necessary, we may ask for your consent to transmit the respective data to third parties. In this last case, we will inform you about such processing and will not carry out the data transfer before obtaining your consent.

Companies in our group

We transfer your data within the companies in our group for internal purposes related to management centralization.

Other situations in which we process your data

Newsletter subscription via WhatsApp

Purpose of data processing / Legal basis: Through this page you have the possibility to subscribe to the newsletter via "WhatsApp" instant messages. The legal basis for data processing in the sense of sending the newsletter: your consent pursuant to Art. 6 para. (1) lit. (f) of the GDPR. The purpose of data processing in the sense of sending newsletters is to serve the desire and interests of our clients for offers, recipes, contests, promotions, surveys, as well as other services offered by Trip.md.

By adding the Trip.md phone number to your contacts and sending the message "START" to Trip.md in the WhatsApp application, you agree to receive commercial communications via WhatsApp and permission to process your data such as phone number, WhatsApp user ID, profile picture, device information, as well as all messages sent to Trip.md, in order to send you relevant information and to inform you through the newsletter about offers, contests, promotions, surveys, as well as other services offered by Trip.md. The newsletter is sent via WhatsApp through a WhatsApp account created on our behalf.

You have the possibility to withdraw your consent to receive the Trip.md newsletter via "WhatsApp" instant messages with future effect by sending the message "STOP" to the Trip.md WhatsApp account from which you received the newsletter. After that, you will no longer receive any newsletter. All data previously saved based on your agreement will be deleted.

Recipients / Categories of recipients: The data collected for the purpose of subscribing to the WhatsApp newsletter is accessible in principle to the Trip.md provider, responsible for the development and provision of technical support for sending the newsletter.

Persons authorized for personal data processing

For the processing of personal data, we may use data processors, such as IT solution providers necessary for business management, including accounting solutions, contractual management solution providers or conference organizers. We will conclude personal data processing agreements with all data processors, which will include appropriate clauses to ensure that they assume the obligations to process personal data (including the obligation to delete them) in full compliance with applicable laws and that they provide adequate protection of your personal data.

Data retention period

We have implemented technical and organizational measures to organize the process and criteria for the deletion of your personal data.

Your personal data will be deleted when they are no longer reasonably necessary for the Authorized Purposes or when you withdraw your consent (where applicable) and it is no longer legally necessary for us to continue storing this data. However, we will retain your personal data where it is necessary for us to support or defend you or other persons against any legal claims, until the end of the relevant retention period or until the claims in question have been resolved.

International Data Transfers

To facilitate our operations, the transfer of your data to the recipients mentioned in this policy may include transfers of your data to third countries whose data protection laws may not be as comprehensive as those of the European Union countries.

The disclosure of your data to the above recipients will be made, where applicable, in accordance with applicable laws, and appropriate safeguards (in particular, standard contractual clauses issued by the European Commission) are in place to ensure an adequate level of protection of privacy and fundamental rights of individuals.

Security of personal data

Personal data is secured against threats and we ensure that they are protected by appropriate IT infrastructure and security measures. Moreover, we have implemented internal measures that allow us to discover, notify and document security breaches in the shortest possible time.

If we discover any breach of personal data that poses a risk to your rights and freedoms, we will inform the National Supervisory Authority for Personal Data Processing. You will be informed about the breach of your personal data if it leads to a high risk to your rights and freedoms.

Your rights regarding personal data processing

You have the following rights regarding personal data processing, under the conditions provided by law:

1. The right to request a copy of personal data concerning you that we hold;
2. The right to correct any incorrect or incomplete personal data;
3. The right to object to or restrict our use of your personal data;
4. The right to withdraw your consent for the processing of data processed on the basis of consent. The withdrawal of consent shall not affect the legality of processing based on consent prior to its withdrawal;
5. The right to delete your personal data, in situations where you have withdrawn your consent, when processing is no longer necessary, or when the respective processing is contrary to the law;
6. The right to data portability which allows us to transmit a copy of the processed data we received from you to an entity designated by you.

If you have questions about the processing of your personal data or if you wish to send us a request or exercise any of your rights related to personal data processing, please contact our Data Protection Officer at [email protected]

We will analyze each request and inform you about the actions taken, as soon as possible, within a maximum of one month. If we need more information from you or if we encounter difficulties in resolving your request, we will inform you without delay that we need more time to properly analyze your request.

If you consider that we have not been able to resolve all your requests or if you are not satisfied with our responses, you can file a complaint with the National Supervisory Authority for Personal Data Processing. You can also appeal to the courts.

About us

The controller responsible for processing your personal data, as described in this Privacy Policy, is Trip.md SRL, a Romanian company, headquartered in Chisinau, Moldova 31 August 1989 St 64

Amendments to the Personal Data Protection Policy

If we decide to modify this notice, to provide better protection of your rights and personal data, we will publish the new version here, and it will replace the current version.

We thank you for the trust you place in us regarding your personal data and for taking the time to read our notice regarding the processing of personal data. Please do not hesitate to contact us if you have questions about your personal data and the processing we carry out.

This Privacy Policy was last updated on 01.04.2024.