1. I search for a Flight/Holiday

When you use our website or app, either just for inspiration or to search for your next destination, we collect some Personal Data through cookies and similar technologies.

Some cookies are necessary to maintain our services and cannot be switched off, while some are used to provide you with more personalised content from easyJet and other third party companies as you navigate easyJet’s websites and across the internet.  You will receive this personalised content if you agreed to this when setting your cookie preferences.

If you have agreed to  personalization and advertising cookies and have also agreed to receive marketing from easyJet, We may also contact you based on your browsing of Our website or if you have gotten part way through booking but haven’t completed it.

Additionally, If you visit our website and enable push notifications, we'll send you notifications using your browser's notifications function. You can turn this off at any time by using your browser's settings. You'll need to do this in each browser in which you enabled notifications.

To find out more about easyJet’s use of cookies, please see our Cookie Notice.

2. I create an easyJet Account

We collect certain information about you when you create an easyJet account in order to manage your account and ensure your bookings are available to you. You may also choose to save passport and payment details in your account to make it easier to travel with us in the future.

If you choose to save passport or payment details, these are stored in a hashed format for security purposes.  Your payment details are saved in accordance with Payment Card Industry Data Security Standards (PCI DSS).

At the time you create your account, you will also be asked to confirm your choices around receiving marketing.

3. I book a Flight/Holiday

When you book your travel with us, we store the details of your booking in your account in order to allow you and easyJet to manage your travel.  This includes details of all passengers travelling under the same booking with you.

If you are travelling with children, we will also use their Personal Data, including date of birth, in order to confirm any exemption to Air Passenger Duty.

If you have requested Special Assistance, we will collect Personal Data about you to confirm the type of assistance you require while travelling with us.

We will share your Personal Data, including any special assistance information where necessary, with the following providers in order to manage your travel with us:

• the departure and arrival airports;
• our ground handlers;
• any transport / transfer provider you have booked;
• our Destination Management providers, where you have booked an easyJet holiday they are supporting us with;
• Accommodation provider, where you have booked an easyJet holiday

At the time you make a payment for a flight or holiday we carry out automated screening for  fraudulent activity related to payments. A payment may also be flagged to easyJet as fraudulent by a card issuer or fraud prevention agency. If a payment is flagged as potentially fraudulent, this will be reviewed by a member of our staff and may result in your booking and/or account being blocked pending further investigation.

4. I purchase Flight/Holiday extras

At the time you book or at any time up until you depart on your travel, you can purchase additional products and services, such as car rental, taxi transfer, insurance, lounge access and pre-purchased food and drink, in order to enhance your travel experience with us. These are provided by easyJet or via one of our trusted travel partners.  

We may receive and share some limited Personal Data with our partners to support the purchase process, to take payment, to confirm commission and undertake reporting based on purchases.

Where our partners are the Data Controllers of the additional products and services you have purchased as part of your booking with us, their terms and conditions and privacy notice will apply. For more information about our key partners, please click below.  Please note this list contains our main travel partners and is subject to change:

5. I have a question about my booking

When you contact easyJet via email, telephone, social media, our chat tool (chatbot), or post in relation to a query, we collect Personal Data relating to your query in order to fulfil your request.

To improve your experience with us and to speed up our communications with you,  we use automated technology which may be assisted by Artificial Intelligence, to direct you through our processes, for example to answer email queries in relation to your flights and holidays. Any decisions which are made about your travel based on automation and may impact you, will be reviewed by a person working on behalf of easyJet.

6. I check-in for my flight

When you check-in for your flight we collect the passport or ID information for all passengers travelling with you on your booking.  We call this ‘Advanced Passenger Information’ and this allows us to meet our legal obligations around operating our flights and to comply with the border control and security requirements of the countries we fly to.

7. I arrive at the Airport

If you arrive at the airport with hold luggage you will be directed to an auto  bag-drop kiosk or easyJet desk, where your boarding pass and your ID document (e.g. passport) will be scanned. Your  hold luggage will be tagged to your booking reference along with your name, so that it can be loaded onto your flight and made available to you at your destination.

If you need to buy additional hold luggage or cabin bag allowance for your travel you can also do this at the auto bag-drop kiosk or at an easyJet desk.  

If you were unable to check-in online prior to arriving at the airport, you can also do this at the airport.

At security and if you have purchased lounge access (when available at the airport) you will need to show your easyJet Boarding Pass.

At the gate you will be required to demonstrate your boarding pass and ID documents used for check- in.  If you need to purchase additional luggage allowance, for example, your small cabin bag was too large, you can also do this at the gate.

8. I’m Onboard my flight

When you are onboard one of our flights, you are able to purchase food, drinks or retail products. To meet our environment and sustainability goals, we provide digital receipts for any purchases made.

9. I’m taking a transfer to my accommodation

When you book a shuttle or taxi service to or from your accommodation via our transfer providers, or easyJet is providing you with a transfer to or from your accommodation, easyjet will provide your contact details to the shuttle or taxi service provider in order to ensure you are picked up at the right place at the right time.  Any special assistance you require, such as an adapted transfer, will also be shared with the transfer provider in order to organise the correct vehicle for you.

10. I’m at my Accommodation

Where you have booked an easyJet holiday, we will share some Personal Data with your accommodation provider in order to manage your booking and any special assistance you may require.

Any details relating to your stay, including purchases in your accommodation, excursions you book and special assistance you require (for example dietary requirements or other mobility requirements) will be managed by the accommodation provider who will be the Data Controller of your Personal Data.  For further information about how the accommodation provider processes your Personal Data, please see their privacy notice.

During your easyJet holiday you are able to contact easyJet for any assistance you require in relation to your travel.  We will use your Personal Data to support any assistance requests you make.

11. After my booking

We may contact you to participate in customer feedback in relation to your travel or general market research which may include surveys, interviews, and other forms of engagement. These are conducted through our partners and are entirely voluntary to participate in. More information about what Personal Data may be collected as part of this engagement will be provided in the invitation to participate.

Separate to our normal customer research, we also have an easyJet research community which you may be invited to join. This is also voluntary to participate in and you can decide to leave the community at any time by notifying us.

12. My travel didn’t go to plan

Sometimes you may choose to cancel your travel or your travel may not go to plan. When that happens, we collect Personal Data about you to support our processes, such as:

• travel disruption; 
• cancellation;
• lost luggage;
• serious illness or family bereavement;
• incident management;
• disruptive passenger; and
• claims

Where you have a flight and/or holiday disruption, such as a delay or cancellation, we use your Personal Data to support you in rebooking, changing or refunding your travel where appropriate. In some circumstances, you may be entitled to compensation. Where you make a compensation claim we collect Personal Data to support your claim request.

For some of these processes we use automated technology which may by assisted by Artificial Intelligence, in order to assess your eligibility.  Before any decision is made which may have a legal effect on you, it will be reviewed by a person working on behalf of easyJet.  

Where an incident has occurred in relation to your travel, including where a customer has been disruptive, denied boarding or access to accommodation, or been involved in a medical incident, we collect Personal Data to complete a safety report to meet our legal obligations.

In some circumstances, and in accordance with our terms and conditions/booking conditions, a customer may be banned from travelling with easyJet under our Banned Passenger Policy.  Where this happens you will be notified of the reasons for being banned and given the opportunity to appeal the decision.  easyJet will also use Personal Data to maintain a list of people who have been banned from flying with us.

If you make a flight refund claim under our ‘Cancellations Due to Serious Illness or Family Bereavement Policy’, we will collect some limited Special Category Data to process your request.

13. Loyalty, Benefits and Promotions

Flight Club is easyJet’s loyalty scheme which is free and provides benefits to some customers. This is based on how much you travel with us.  If you are a Flight Club member we maintain details of your flight club membership on your easyJet account.

easyJet Plus is a subscription-based service that provides our customers with a host of benefits for an annual fee.  If you are an easyJet Plus member we maintain an easyJet Plus account to manage your benefits for you.

From time to time we also run promotions and competitions for various prizes and rewards, or work with Partner companies on promotions and competitions. You will be provided with a privacy notice relating to the specific promotion or competition at the time you enter it.

14. Business Operations and Compliance

In order for easyJet to comply with relevant laws and regulations, including border control and immigration, law enforcement and civil aviation rules, we may use your Personal Data to fulfil our legal responsibilities.  We may also use your Personal Data to support any complaints and legal claims made against easyJet.

When you book with us, easyJet will send you communications which provide you with details of your booking and any legal requirements, such as passport or ID requirements.  We will also send you communications about any changes, delays or cancellations.  These communications support a number of legal obligations easyJet must fulfil.  As part of this process we collect information about how you interact with our communications to ensure that we meet our legal obligations, (for example, whether you have opened a cancellation communication).

In the event of any sale of any member of the group or its assets, we may also process your Personal Data to support the sale, including sharing your Personal Data with third parties.

15. Customer Relationship Management and Insights

easyJet wants to provide you with the best travel experience at the most affordable price.  As such, we are keen to understand where you want to travel to, what products and services you may want from us and what would make your travel experience with us better.  

As part of understanding our customers better, the easyJet group create a customer profile for you which is based on:

• Contact details;
• travel history (including which routes and destinations you are interested in);
• purchase history (including flights, holidays and ancillary purchases);
• demographic information;
• customer contact history with easyJet;
• flight and holiday searches on easyJet’s websites (where you are logged into your easyJet account when you search and have also accepted cookies);

This information may be used to group similar customers together (customer segments), so that we can understand the different types of customers who may travel with easyJet.

In some cases, to support our customer insight activities, we may share information with 3rd party data companies, so that we can build our customer segments accurately. Additionally, we may receive personal data about our customers from 3rd party data companies to facilitate these activities if they are lawfully able to share that information with us under data protection legislation.  

We never use or share any sensitive personal data, passport or ID, or payment card information as part of our customer insight activities.

We also use a number of privacy enhancing technologies to support our insight work, including the use of pseudonymisation and anonymization to minimize where identifiable Personal Data is used.  

16. Customer Communications and Marketing

To support the marketing activities of the easyJet group, your customer profile may also be used to personalize our communications  to you, where you have agreed to receive marketing from us.

We use your customer profile to understand which of our products, services and offers you may be interested in receiving information about.  

In some cases, to support our marketing and communications activities, we may share information with 3rd party data companies, to ensure the accuracy of our customer profiles. We may also receive personal data about our customers from 3rd party data companies to improve our customer profiles if the data company is lawfully able to share that information with us under data protection legislation.  

We also collect information about how you interact with our marketing communications, such as whether you have opened a communication or not.

You can unsubscribe from receiving marketing at any time by clicking an unsubscribe button at the bottom of the marketing email, or alternatively you can manage your preferences by logging into your account. If you use Our easyJet app you can manage your pop-up notification in the communication settings of your easyJet app account. If you would like to exercise your right to object to marketing, please see the section on ‘Your Data Protection Rights’ for further details.

17. Automated Processing and Artificial Intelligence

Ensuring the efficient operation of our flights and holidays and keeping you safe while you travel with us is our main priority.  

As part of these activities we use Personal Data to support, continuously improve and optimize our business operations. This may include processing  Personal Data as part of the training, testing and use of technology which mimics intelligent human behaviour (Artificial Intelligence /AI), in order to automate our business processes.  

For example, we automate some processes relating to refunds for Air Passenger Duty and disruption claims.  We also use  large language model/generative AI to support our customer service processes, including to help us analyse and generate responses to customer communications and to review eligibility for some expenses claims made to us where a flight has been disrupted.  easyJet automates these processes under our legitimate interests to respond to your queries as quickly as possible.

In the event any automated decision reached by our use of AI technology has a legal or significant effect on our customers, it will be reviewed by an individual working on behalf of easyJet.

For more information about specific processes which are automated, please see the sections above which describe your journey with us in more detail.

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