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PRIVACY POLICY

 

1. Who we are

Runway Flight Compensation is operated by David McRae, a sole trader trading as Runway Flight Compensation.

Business correspondence address: The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY.

Email: hello@runwayflightcompensation.com
Complaints email: complaints@runwayflightcompensation.com

For data-protection purposes, David McRae trading as Runway Flight Compensation is the controller of the personal information described in this policy.

 

2. Our approach to your information

We collect only the information we reasonably need to check, assess and handle flight-compensation claims, communicate with you, pay recovered compensation, meet our legal obligations and run Runway securely.

We do not sell your personal information.

 

3. Information we may collect

Depending on how far you choose to go with Runway, we may collect:

  • flight details, such as flight number, date, route, airline and disruption information;

  • contact details, such as your name, email address, telephone number and postal address;

  • passenger and booking information, including booking references and details of other passengers where relevant;

  • evidence relating to the disruption, such as airline messages, boarding passes, booking confirmations, screenshots, receipts and correspondence;

  • claim information, including the reason given for the disruption, compensation sought, airline responses and claim outcome;

  • authority and contract records, including the version accepted, your electronic acceptance, signature, declarations, selected capacity, timestamp and request for us to start work;

  • identity and fraud-prevention information where reasonably required to verify a claimant, representative or payment instruction;

  • payment, bank-account, recovery and fee information needed to receive, reconcile and pay compensation and to maintain financial records;

  • communications between you and Runway;

  • website and technical information, such as device, browser, IP address, security logs and cookie choices, where applicable; and

  • information you choose to give us when making a complaint or exercising a data-protection right.

If a claim involves a child, a parent or legal guardian should provide the information and authority needed on the child’s behalf.

Please do not send us medical information or other sensitive personal information unless we ask for it and it is genuinely relevant. If sensitive information is necessary for the establishment, exercise or defence of a legal claim, we will process it only where data-protection law allows.

 

4. How we collect information

We may collect information:

  • directly from you through our website, forms, email, telephone or other communications;

  • from another passenger, parent, guardian or authorised person acting in relation to the same booking;

  • from airlines, airports, alternative dispute resolution bodies, courts or other parties involved in your claim;

  • from banks or payment providers where needed to trace, verify, reconcile or return a payment;

  • from flight-data and operational-information providers;

  • from publicly available sources where necessary to verify flight or disruption information; and

  • automatically through the website where cookies, security tools or similar technologies are used.

If we obtain personal information about you from someone else, we will provide privacy information when required by law.

 

5. Why we use your information and our lawful bases

Free flight check and pre-contract steps. We use the details you provide to check your flight, assess whether you may have a claim and explain your options. We generally rely on taking steps at your request before entering into a contract with you.

Handling an instructed claim. If you choose Runway, we use your information to investigate and progress the claim, communicate with you and the airline, manage evidence, keep you updated, receive compensation as your collection agent, deduct the agreed fee and pay your balance. We generally rely on performance of our contract with you.

Identity, payment and fraud checks. We use information to verify payment instructions, prevent misdirected or fraudulent payments, reconcile recovered funds and maintain an audit trail. We rely on our contract, legal obligations and legitimate interests as appropriate.

Legal and regulatory obligations. We may use information where necessary to comply with tax, accounting, consumer-protection, data-protection or other legal obligations.

Security and business administration. We may use information to prevent duplicate or fraudulent claims, maintain secure systems, protect legal rights, keep appropriate business records, improve our processes and resolve disputes. Where appropriate, we rely on legitimate interests, provided those interests do not override your rights and freedoms.

Marketing. Marketing is separate from the claim process. Where consent is required for electronic marketing, we will ask for a clear, separate opt-in. You can withdraw consent at any time.

Cookies. Where consent is required for non-essential cookies or similar technologies, we will ask for it before using them. Strictly necessary technologies may be used without consent where the law permits.

 

6. Who we may share information with

We share information only where there is a legitimate reason. Recipients may include:

  • the relevant airline, airport or their representatives;

  • alternative dispute resolution bodies, courts or other dispute-resolution bodies where a claim is escalated;

  • banks, payment providers and accounting providers where needed to receive, reconcile or pay compensation and maintain financial records;

  • identity-verification or fraud-prevention providers where reasonably required;

  • website, CRM, email, cloud-storage, communications and document-management providers used to operate Runway, including Wix, IONOS and approved Google services;

  • professional advisers, insurers, auditors or authorities where reasonably necessary; and

  • law-enforcement, tax, regulatory or other public authorities where disclosure is legally required.

We require service providers acting as processors to handle information only for authorised purposes and with appropriate safeguards.

 

7. International transfers

Some technology providers may store or process information outside the United Kingdom. Where personal information is transferred internationally, we will use a lawful transfer mechanism, such as UK adequacy regulations or appropriate contractual safeguards. Contact us for further information about safeguards used for a particular transfer.

 

8. How long we keep information

Our standard retention approach is:

  • a simple flight check that does not progress: up to 12 months, then normally deleted or anonymised;

  • a potential claim that reaches qualification but is not instructed: up to 2 years, unless a documented reason requires longer;

  • an instructed claim, its acceptance record, supporting evidence and payment trail: normally 6 years after the claim is closed;

  • financial, tax and accounting records: for the period required by applicable law;

  • marketing records: until consent is withdrawn or the information is no longer needed, while retaining minimal suppression information where necessary to respect an opt-out; and

  • complaints and dispute records: normally up to 6 years after closure where reasonably necessary.

We may retain information longer where there is an unresolved dispute, legal requirement, investigation or other documented reason. At the end of a retention period, we delete, anonymise or review the information as appropriate.

 

9. Your data-protection rights

Depending on the circumstances and lawful basis, you may have the right to:

  • ask for access to your personal information;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete information in certain circumstances;

  • ask us to restrict how information is used;

  • receive certain information in a portable form;

  • object to processing based on legitimate interests or to direct marketing; and

  • withdraw consent at any time where we rely on consent.

These rights are not absolute in every situation. To exercise a right, email hello@runwayflightcompensation.com. We may need to confirm your identity before acting.

 

10. Automated decisions

A flight checker or automated workflow may help us organise information, identify potentially relevant flights or prioritise follow-up. We do not intend to make a solely automated decision that has a legal or similarly significant effect on you without the safeguards required by law.

A free flight-check result is an initial assessment only and is not a guarantee that compensation will be recovered.

 

11. Security

We use proportionate technical and organisational measures intended to protect personal information from unauthorised access, alteration, disclosure or loss. No online system can be guaranteed completely secure. If we become aware of a personal-data breach, we will assess it and make any notifications required by law.

 

12. Cookies

Our website uses cookies needed for security and core functionality. Optional analytics, advertising and other non-essential cookies are disabled by default. If we introduce them, we will provide consent controls before using them where required.

 

13. Marketing choices

Checking a flight or instructing Runway does not require you to agree to marketing. Any optional marketing consent is presented separately. You can unsubscribe at any time using the method provided or by contacting us.

 

14. Complaints about how we use your information

If you have a privacy or data-protection concern, please contact us first so we can try to resolve it: hello@runwayflightcompensation.com.

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection. Information is available at ico.org.uk.

 

15. Changes to this policy

We review this policy when our services, technology providers or legal obligations change. Where a change materially affects how we use personal information, we will make updated information available before the new use begins where required.
Last updated: 17 September 2026

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