Here we tell you how we collect, use and disclose information when you use any of our services, including but not limited to the following: purchasing tickets through the website, our app, call center, points of sale, adding additional services to your ticket; use of communication channels with us such as chat, forms, call center, mail.
At Viva, this is the information we collect from our customers and users (Data Subjects) that will allow us in many cases to offer you experiences or promotions according to your preferences. In addition, in order to offer additional benefits to the services offered by Viva, the airline requires the processing of personal data, which may be collected directly or through third parties with whom the airline has commercial or legal relationships.
Viva may collect, among other information, the following:
Under no circumstances shall Viva process sensitive personal data for commercial purposes. In the event that Viva requires any processing of sensitive data, such processing shall be carried out solely and exclusively for the required purpose, previously informed and consented to by the Holder of such data.
By accepting this policy, you, as the Data Subject, expressly agree that personal data collected by Viva may be treated and processed in whole or in part, and that such information may be compiled, exchanged, updated, supplemented, reproduced, transferred or transmitted.
Transfers or transmissions made by Viva may be made to countries other than the place where the personal data is collected, which may have lower levels of protection than the place where the personal data is collected, situation known and expressly accepted by the Data Subject.
We may also collect contextual or demographic data about our users from third parties in order to more effectively deliver to you the service or content in which we believe you would be interested.
In addition, we also collect information from your computer, phone, tablet or other device you use to access our services, such as your IP address, the browser you use and your language settings. We also receive information about you from others or through technologies through which we automatically collect information from you.
This data may be collected through our different points of contact such as our website, administrative offices, solution and service centers, airports and even third party commercial partners, among others.
When Viva treats personal data of minors, it will do so under the terms of Article 220.127.116.11.2.9. of Decree 1074 of 2015, which establishes the special requirements for the treatment of personal data of children and adolescents.
With respect to the treatment of personal data of minors, Viva will treat personal data necessary, solely and exclusively for the provision of the air transport service and to comply with its legal obligations, part of which may include the delivery of personal data of minors to administrative or judicial authorities in compliance with their functions.
Your personal data and information are collected and processed by Viva, in accordance with the applicable rules on personal data protection.
At Viva we collect your information through the means described above, such as our website www.vivaair.com, our solutions and services centers, our mobile application in all its versions, corporate chats through any messaging tool, our social networks, purchases, consultations, contact center and through advertisers, networks and service providers and commercial allies that help us promote our services (for example, payment processors, among others) and that collect part of the information described above.
These third parties also help us understand how users interact with our content or offers.
The purpose of this Policy is to inform the Data Subjects of personal data that provide information to Viva, either directly or through third parties, which is the treatment given to the information that Viva receives from each of them.
Therefore, as Data Subject, you expressly authorize Viva to collect the data in these terms, as well as to consult, complement and update such personal data at any time, with other databases, in order to keep your information up to date.
We use various technologies to collect and store information, when you make a purchase or subscribe to our promotional newsletters we are obtaining your personal data, including cookies, pixel tags, browser web storage, databases and server logs (IP address, browser type, browser language settings, the date and time of the request, and one or more cookies that can uniquely identify your browser).
To learn more about these data collection and behavioral advertising practices or to opt-out of receiving these types of advertisements, please visit http://www.networkadvertising.org
Cookies or computer cookies are small files that contain information stored in the user's browser when you visit a website and in it are stored the user's settings and preferences or the status of the browsing session, for example, if you are logged in or not, or the products or services you have added to your shopping cart, also the search words, among others.
If you want to learn more about cookies in your browser, manage or delete them, we recommend you read this article http://www.allaboutcookies.org/es/ or check the help section of your browser. In the settings of browsers such as Internet Explorer, Safari, Firefox or Chrome, you can set which cookies to accept and which to reject. Use the "Help" function of your browser to find the settings you need.
Certain services offered are social by their very nature, so your participation in such service will allow others to view your name or username, profile picture, social profile and any other content you upload or disclose through that profile.
We share your information with third parties as described below and as described elsewhere in this Policy:
The main reason we collect the information is to provide and improve our services, manage your subscription to our promotional mailings, and provide you with a more personalized experience on our services. The following is a summary of more specific ways in which we may use your personal information:
As a Data Subject, you authorize Viva to use, obtain, compile, exchange, update, collect, process, reproduce or dispose of your personal data or information, in whole or in part, as well as to transfer such data or information, in whole or in part. Viva may contract with third parties to process customer information in connection with, but not limited to, using, obtaining, compiling, exchanging, updating, collecting, processing, reproducing or disposing of Viva customer data or information as a result of which we may transfer personal data to any country, including countries with a different level of data protection than Colombia, for which reason you expressly consent to such transfer.
To provide the service, the Information we collect may be transferred to and stored at a destination outside your country and the European Economic Area ("EEA"). It may also be processed by any service provider designated by us operating outside the EEA. By submitting your data, you agree to this transfer, storing or processing outside the EEA or your country and acknowledge that not all countries guarantee the same level of protection for your Information. The transferred data will be handled in accordance with this Policy and, where applicable, with applicable local and other regulations with which we are required to comply.
Likewise, as a customer, you authorize Viva to share your data with companies with which we have commercial agreements, such as airlines, travel agencies, among others, for the above mentioned purposes, and these third parties will be obliged to comply with all Viva's regulations and privacy policies.
To guarantee the protection of privacy and confidentiality of the information, in Viva we have adopted all the means, good practices and technical measures within our reach to ensure the transmission of the information to the databases and to avoid the alteration, loss, misuse, unauthorized access and theft of the personal data provided by our clients for the purposes expressed above. It is important to clarify that you should be aware that Internet security measures are not infallible.
Payment transactions on the website are secured by a PCI certified platform (Payment Card Industry Data Security Standard), to ensure the protection, confidentiality and integrity of cardholders data. For more information about this platform go to https://www.pcisecuritystandards.org
Viva will keep, under the conditions of security and confidentiality described herein and for the purposes indicated in this document, the personal data of our clients during the entire time of performance of each transportation contract signed between Viva and our clients and for ten (10) more years.
At Viva we will ensure the appropriate use of the personal data of children and adolescents under 18 years of age, seeking to respect their fundamental rights and, as far as possible, taking into account their opinion as owners of their personal data.
We offer different options so that you can decide on the collection, use and distribution of your information.
In some countries, including the European Economic Area, individuals have certain rights relating to their personal information. Subject to exceptions provided b law, you may have the right to request the following personal information that we hold about you:
In Colombia, the Data Subject shall have the following rights:
In order to exercise their rights, the Holder must comply with the provisions of Article 15 of Law 1581 of 2012, by sending their request through the following channels:
The opening hours for these telephone lines are: 07:00 am to 10:00 pm (local time Colombia).
We may need to disclose information about you when required to do so by law, subpoena or other legal process or if we have a good faith belief that disclosure is reasonably necessary to (1) investigate, prevent or take action regarding suspected or actual illegal activities or to assist government enforcement agencies; (2) enforce our agreements with you, (3) investigate and defend against any third party claims or allegations, (4) protect the security or integrity of our Service (such as sharing with companies facing similar threats); or (5) exercise or protect the rights and safety of the Company, our users, personnel or any others. We try to notify our users of lawful claims regarding their personal data, as appropriate in our judgment, unless prohibited by law or court order or when the request is an emergency. We may dispute such claims when we believe, in our discretion, that the requests are overbroad, vague, or lack adequate authority, but we do not promise to challenge every claim.
If you have any questions or concerns regarding our Policy, please send us a detailed message to email@example.com and we will try to resolve all your concerns.
Effective: July 1, 2021