1. Who we are
Delay Crew is a brand of Convert Crew Limited, business registration number 73551238, registered office Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong. We are the data controller for the information described here.
Because we offer our service to passengers in the UK and the EU, UK and EU data protection law applies to us even though we are established outside those territories. We are in the process of appointing a representative for those purposes; until that appointment takes effect you can contact us directly using the details below.
Questions about this policy or your data: info@delaycrew.com.
2. What we collect
You give us
- Your name, email address and phone number
- Flight details: airports, date, airline, flight number, booking reference
- What went wrong and what the airline told you
- Names of other passengers on the booking, and whether any is a child
- Your signature, and signatures of the other passengers
- Documents you upload: booking confirmations, boarding passes, passport or driving licence
- Bank details, when a claim succeeds and we need to pay you
We collect automatically
- Flight records for the flight you tell us about, from aviation data providers
- Basic technical data: IP address, browser, pages viewed
3. Why we use it, and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Assessing whether your flight qualifies | Steps before entering a contract |
| Pursuing your claim against the airline | Performance of our contract with you |
| Verifying identity when the airline requires it | Performance of our contract |
| Contacting you about your claim | Performance of our contract |
| Following up an unfinished claim | Legitimate interests — you started a claim and we can help you finish it. You can opt out at any time. |
| Marketing emails about our service | Consent — opt in, and opt out whenever you like |
| Keeping records for accounting and legal claims | Legal obligation and legitimate interests |
4. Who we share it with
- The airline — the details needed to make the claim
- Regulators and dispute bodies — such as the Civil Aviation Authority or a National Enforcement Body, when we escalate
- Solicitors and courts — if the claim goes to legal action
- Service providers — hosting, email, payment and aviation data providers, acting on our instructions under contract
- Meta — pages viewed and progress through the claim form, via the Meta pixel, so we can measure and target our own advertising. This is browsing activity only; the details you enter into the claim form are not sent
We do not sell your data, and we do not share it for anyone else's marketing.
5. Where it is held
Our systems are hosted in the European Union. Some of your data is processed outside the UK and EEA, including by us. Where a territory is not covered by a UK or EU adequacy decision, those transfers rely on standard contractual clauses together with the additional safeguards set out in our transfer risk assessment, a copy of which is available on request.
6. How long we keep it
| Data | Kept for |
|---|---|
| Unfinished claims that never complete | 12 months, then deleted |
| Completed claim files | 6 years after closure |
| Identity documents | Deleted once the airline has verified and paid |
| Financial records | As required by tax law |
7. Your rights
Under UK and EU data protection law you can ask us to give you a copy of your data, correct it, delete it, restrict or object to how we use it, or send it to someone else. You can withdraw consent for marketing at any time.
Email info@delaycrew.com and we will respond within one month.
If you are unhappy with our response you can complain to the Information Commissioner's Office at ico.org.uk, or to your local supervisory authority.
8. Cookies
We use cookies that are necessary for the site to work, and cookies set by the Meta pixel, which measures which adverts bring people to the site and lets us show follow-up adverts on Facebook and Instagram. The pixel records the pages you visit here and the point you reach in the claim form. It does not read what you type: automatic advanced matching is switched off on the claim form, so the names, dates of birth, addresses and document details you enter are never sent to Meta.
You can stop the pixel entirely by using your browser's tracking protection or an ad blocker, or by turning off off-site activity in your Facebook or Instagram settings. Nothing on this site stops working if you do.