Privacy Statement on the Collection and Use of Users’ Personal Data
When processing credit card transactions through e-commerce, the Merchant redirects the customer to the bank’s page, where the User securely enters their card details.
This achieves the following goals:
The Merchant does not hold any card data and is therefore relieved of additional security requirements (secure links and secure data storage) that have so far been a condition for this type of business.
The bank develops new Payment Gateway features and keeps existing ones compliant with Visa, MasterCard and American Express requirements, allowing the Merchant to focus on its core business.
The page to which the customer is redirected when making a payment is called the Hosted Payment Page (HPP).
User Privacy Protection
On behalf of the airfantast.com and aviokarta.me websites, we are committed to protecting the privacy of all our customers. We collect only the necessary basic customer/user data and the data required to run our business and keep users informed, in line with good business practice and with the aim of providing quality service.
We give customers choices, including the option to decide whether or not they want to be removed from the mailing lists used for marketing campaigns. All user/customer data is kept strictly confidential and is accessible only to employees who need it to do their jobs. All employees of Airfantast and of the aviokarta.me websites are responsible for upholding the principles of privacy protection.
Privacy Policy
This policy describes the information and privacy practices that apply to aviokarta.me and to the occasions and events at which information is collected by Airfantast d.o.o. or on its behalf. By providing us with your personal information, you agree to the information practices described in this policy.
Protection of Confidential Transaction Data
When you enter your payment card details, the confidential information is transmitted over the public network in protected (encrypted) form using the SSL protocol and the PKI system, currently the most advanced cryptographic technology. Data security during purchase is guaranteed by the payment card processor, Banca Intesa ad Beograd, and the entire payment process takes place on the bank’s pages. At no point is your payment card data available to our system.
Types of promotional notifications to users
* Ads
* Leaflets
* Newsletters
* Postal letters
* Catalogs
* Emails
Types of Information Collected
The information Airfantast d.o.o. may collect includes:
* Your contact information (first name, last name, postal and email address, phone number)
* Billing and delivery information (credit card number, delivery address)
Collection of Information
During a purchase or while using our services, we may ask you for your personal information. This may happen in the following cases:
* when registering a user account online
* when buying a flight ticket
* when taking part in prize contests, giveaways, polls and surveys
* when contacting us through our websites
* when taking part in other Airfantast activitiesUse of information
The information collected is used in the following cases:
* completing forms for ticket or information requests
* organizing and administering the membership club
* providing and delivering customer services
* organizing and administering prize contests, giveaways, polls and surveys
* conducting research and analysis
* sending information for marketing purposes
* carrying out other business activities
Collecting Information About or From Other People
If you provide us with information about other people, or if other people provide information about you, it will be used strictly for the purposes for which it was provided. Examples of this type of information include a friend’s address to which a ticket will be delivered, or a friend’s email address recorded via the “Recommend to a friend” option or other options.
Sharing Personal Information
Airfantast d.o.o. does not sell or rent your personal data to third parties.
Airfantast d.o.o. may need to share information with certain third parties, such as our agents, service centers or other representatives acting on our behalf. This may happen in the following cases:
* fulfilling customer orders, i.e. issuing flight tickets
* sending marketing notifications
* delivering flight tickets by email
* maintaining the membership club
* providing customer services
* conducting research, analysis or other inquiries
* sending regular postal or electronic messages
* processing credit card payments
Third parties with which Airfantast d.o.o. has a contract are authorized to use the information shared with them solely for the purposes for which they were engaged. Under their contracts, they are required to follow the privacy rules we have provided to them and to take reasonable precautions to keep your personal data secure.
Airfantast d.o.o. may be required to disclose personal data to competent judicial authorities, in response to a subpoena, to judicial investigators, or otherwise as required by law. We also reserve the right to report to law enforcement any activities we believe to be unlawful. Airfantast d.o.o. may disclose certain personal data if we believe this is reasonably necessary to protect the rights, property and safety of others and ourselves. Personal data may also be transferred in the event of a corporate sale, merger, acquisition, dissolution or similar event.
Opting Out of Marketing
Once we have collected your data, we may send you marketing messages with special offers, promotions, sales and other content. You can opt out of future Airfantast marketing messages at any time. To stop receiving marketing messages, please choose one of the following options:
* Follow the unsubscribe instructions in the marketing messages we have sent you.
* Call the Airfantast d.o.o. Call Center at +381 62 42 42 84 (Monday to Friday, 09h to 19h)
* Send an email to info@airfantast.com or info@airfantast.com with the subject “Unsubscribe”
* Send a letter to:
Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Serbia
When sending an email or letter, please include your full name, address, phone number and email address, and specify which type of marketing (e.g. email, direct mail) you no longer wish to receive. This allows us to identify you in our system and process your request successfully.
Airfantast d.o.o. will take the necessary steps to implement your request to stop receiving marketing messages. Please note that due to data processing, postal and system lead times, this may take up to 5 business days for emails and 2 weeks for direct mail. Until the change takes effect, you may continue to receive our marketing messages.
Please also note that even after you unsubscribe from marketing messages, you may still receive business communications such as flight ticket order confirmations, membership club status information or other notices concerning Airfantast
Keeping Your Personal Data Secure
For every online purchase, security measures and reasonable precautions are applied to prevent the loss, misuse of and unauthorized access to the personal data under our control. Airfantast d.o.o. cannot ensure or guarantee the security of any data sent by email, so you do so at your own risk.
Because the security of your personal data is a high priority, a number of measures have been taken to ensure reliable, accurate and secure data transfer. Airfantast d.o.o. websites use encryption technology such as Secure Sockets Layer (SSL) to protect your personal data in transit. SSL encrypts order data such as your first name, last name, address and credit card number.
To increase security, when creating a user account on our websites you need to choose a personal password of 6 to 30 characters, including a combination of letters and numbers. You are personally responsible for keeping your password and account details confidential.
Use of Cookies, Other Technologies and Third Parties for Data Collection
A cookie is a small file that a web page or email message sends to your web browser, which may then store it on your hard drive. Our web pages and emails use cookies to personalize the shopping process on our websites as much as possible. A cookie simulates a continuous connection. Cookies allow information about your settings and sessions to be stored and let you access web pages without having to personalize them again.
You can set your web browser to refuse cookies. In that case, you will still be able to view our web pages, but you will not be able to create a user account.
Our web server automatically collects information such as the address (URL) of the web page you came from, which pages you visited on our website, which web browser you use to view our pages, and other statistical data that help us understand how visitors use our website.
The aviokarta.me and airfantast.com websites use services provided by third parties that analyze traffic and visits to our websites on our behalf over the Internet. In this way, anonymous information may be collected about your visits to our websites and your interaction with our ads. Technologies similar to those described in the previous paragraphs may be used for this purpose to measure the effectiveness of advertising and emails.
Currency Conversion
All payments on aviokarta.me are made in euros (EUR) – by payment card or by bank transfer in euros (SEPA / SWIFT), depending on the payment method selected when booking. If your card is not linked to a euro account, the amount charged will be converted into your account currency at the exchange rate of your card issuer or the card scheme, which we cannot know at the time of the transaction. As a result of this conversion, there may be a slight difference from the price shown on our website.
Contact
If you have any questions or complaints regarding the privacy and security of your data, or if you know of or suspect a breach of privacy or security, please contact us in one of the following ways:
* Call our Call Center at +381 62 42 42 84 (Monday to Friday, 09h to 19 h)
* Send a request by email: info@airfantast.com
* Send a letter to
Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Serbia
Delivery Method
On aviokarta.me payment is made in euros (EUR) by Visa and Mastercard payment cards or by bank transfer in euros (SEPA / SWIFT). After entering the passenger details you will be redirected to the secure Banca Intesa page to complete the payment. Once the transaction has been successfully completed, your e-ticket will be emailed to you by the end of the day on which you made the online purchase.
Payment by bank transfer, pro forma invoice or cash is not possible. If your trip starts within the next 24 hours, please contact us after payment at +381 62 42 42 84 (phone/Viber/WhatsApp) or info@airfantast.com so we can make sure your ticket is issued on time.
Before paying, the customer must check the booking details (passenger names, flight date and time, and destination). If any irregularity or error is noticed, the customer must react immediately so that it can be corrected before payment. If an error is noticed after the ticket has been issued, all change costs are borne by the customer. By paying for the ticket, the customer confirms that they agree with all booking details and that they are correct, and tickets with such details are sent to the customer by email.
All notices of changes/cancellations/bookings and all communication between the Merchant (AVIO) and the Customer (website visitor) are handled exclusively via the email address the Customer provided when booking the ticket. The Merchant does not take any action on its own without a written reply and notice from the Customer. The Customer must reply to the Merchant’s inquiries as quickly as possible. The Merchant’s email for communication is info@airfantast.com
If you have not received an email with your flight ticket number within 24 hours of payment, please contact us immediately by phone at +381 62 42 42 84, or by email at info@airfantast.com if the purchase was made outside business hours, i.e. outside Monday to Friday from 9h to 19h.
Once your payment is successful, your e-ticket, i.e. electronic document, will be emailed to you. If the ticket does not arrive in your inbox on the same day you paid, you must notify the Merchant by 20h by email at info@airfantast.com that you have not received your e-ticket.
If the customer paid by card for a flight with an airline that accepts payment cards and charges the money directly, the refund to the customer’s card is made by the airline directly after the Merchant processes the refund. Airlines release the funds and refund the money to the customer’s card within 45 business days. Airfantast d.o.o cannot influence how quickly the airline releases funds and refunds the customer.
In the event of cancellation, change or partial cancellation of a booking, trip or any other product or service purchased by the customer through the website, the agency’s booking commission will not be refunded, and a fixed fee also applies, calculated as follows:
Flight tickets: 20 EUR per ticket (per passenger) on the day of the refund or change, plus any cancellation or change fees charged by the airline.
In the event of a change to a booking, trip or any other product or service purchased by the customer through aviokarta.me, the fixed fee for additional reissue costs is a minimum of 20 EUR per flight ticket.
If the passenger decides to cancel the flight themselves (voluntarily cancels the trip), the refund is made according to the fare rules of the purchased ticket, minus a fixed fee of 20 EUR per passenger. Before purchasing the ticket online, the passenger is informed of the fare rules in the Fare details (restrictions) section shown below each flight combination.
How Refunds Are Made to Passengers
In the event of a justified complaint by the passenger, in accordance with the airline’s fare rules and the terms of business of Airfantast d.o.o. accepted by the passenger when making the online purchase, and pursuant to the Consumer Protection Act, the customer will be refunded in part or in full directly to their payment card.
Refunds for flight tickets paid online are made exclusively via the VISA, EC/MC and American Express payment methods, which means the bank will, at the seller’s request, refund the cardholder’s account, i.e. directly to the payment card. The fixed fee retained by the seller, stated at the beginning of this section, is charged per changed or refunded ticket.
For flight tickets paid by bank transfer (SEPA / SWIFT), refunds are made to the bank account from which the payment was made, less any charges set by the airline fare rules.
To find out about passenger rights and when refunds are approved, click on the Rulebook on Air Passenger Rights.
Money-Back Guarantee
Airfantast d.o.o. guarantees that the customer will be refunded, in part or in full, directly to their payment card for a canceled contract, in accordance with the airline’s fare rules (which the passenger was informed of and agreed to before entering into the contract) and the terms of business of Airfantast d.o.o. set out in this document.
Low Cost
As a service, Airfantast d.o.o. allows website visitors to book and buy flight tickets with low-cost airlines (Wizz Air, Norwegian, EasyJet, Air One, Germanwings and many others). Airfantast d.o.o. bears no liability to the customer for any changes made by the airline.
The customer must resolve all changes to travel dates and times, flight cancellations or ticket refunds directly with the low-cost airline. For any change or cancellation of a booking, Airfantast d.o.o. retains its commission (fee) for the use of the portal and does not refund this amount to the customer.
The low-cost airline charges the ticket amount directly to the customer’s card.
Complaints
Complaints about flight ticket purchases and refunds are handled according to the fare rules of the purchased ticket and the refund approved by the airline. Before purchasing the ticket online, the passenger is informed of the fare rules in step two, in the Fare details (restrictions) section, as fare rules vary from flight to flight.
The passenger can submit a complaint to the merchant in one of two ways:
* by email to info@airfantast.com
* by letter to
Airfantast d.o.o.
Jevrejska 10
21000 Novi Sad, Serbia
In both cases, the complaint must clearly state the booking reference, the passenger’s first and last name, the ticket number, a contact phone number and an address for the reply. The complaint must include a detailed explanation of what it concerns and the circumstances in which the situation arose. The merchant then records the complaint in the complaints log and replies to the passenger in writing with a proposed solution.
You can also submit a complaint by filling out the complaint form, which you can download here, or you can email us to request the document.
Pre-Contract Information About the Product/Service and Obligations
Airfantast d.o.o provides pre-contract information about purchasing and paying for services as follows:
* after the user selects the destination and travel dates, all available flights are shown with the exact schedule, class, airline, whether there are connections, total travel time and layover durations, and the passenger is also immediately shown information on the baggage allowance, the airline’s fare details and the flight details themselves.
* once the customer has reviewed all the details and selected the desired flight, all details are shown on a single page, where the customer can cancel the flight booking at any time or continue through to completing the purchase
* in the final step, before the contract is concluded and the booking/online purchase is completed, the customer is shown the Airline Terms and the Terms of Airfantast d.o.o., which they must read. Once fully informed, the customer ticks the box on the left (shown in the image) to accept the terms of both the airline and Airfantast d.o.o., completes the booking and thereby enters into a contract with the merchant.
Cancellation of Contract
At any time before the flight ticket is issued, the Customer may cancel the contract (booking) while it is active, without any consequences or costs. If the passenger wishes to cancel the contract after the tickets have been issued, the cancellation process follows the airline’s fare rules and Airfantast’s terms.
Regulations on travel documents, visas, foreign currency and health
When traveling abroad, the customer must comply with regulations on travel documents, visas, customs, tax obligations, as well as import/export and health regulations. The customer bears sole responsibility for complying with the above regulations. Airfantast d.o.o. provides certain relevant information on its website to make things easier for the customer. Under no circumstances is Airfantast d.o.o. responsible for the validity and completeness of such information.
For valid information, the customer should contact the consular section/embassy of the country they are traveling to, or traveling through in the case of transit.
When a passenger buys a one-way ticket, the customs authorities at the departure or arrival airport reserve the right to carry out additional checks on the passenger and request additional documents if they believe the passenger intends to stay in their country without permission, apply for asylum, or for any other reason they consider it unsafe for the passenger to stay in their country, or if the passenger has a history related to the country they wish to travel to. In such cases, the customs authorities may require proof that clearly and explicitly shows when the passenger will return to the country of departure, international travel insurance, and sufficient funds to cover the planned stay abroad, and the passenger may also be required to hold a return ticket.
Airfantast d.o.o. bears no responsibility whatsoever for situations arising in this way, including if the customs authorities do not allow the passenger to board the aircraft or, on the other hand, do not allow them to leave the aircraft in the country they wish to fly to. If a passenger is denied boarding and the ticket is forfeited, it will be refunded according to the fare rules set by the airline, minus the merchant’s fixed fee stated in the Refunds, Changes and Flight Cancellations section.
AIRFANTAST D.O.O.
PIB: 112188885
MB: 21624071
IATA number: 95226390
Director
Goran Portić
