01.Introduction
Grab Travel ("Grab Travel," "we," "us," or "our") is committed to protecting the privacy and personal data of everyone who visits our website www.grabtravel.ae (the "Website") or uses our travel booking and travel management services (the "Services").
This Privacy Policy explains what personal data we collect, why we collect it, how we use and protect it, who we share it with, and what rights you have over it. This Policy is issued in accordance with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data ("PDPL") and its Executive Regulations, and should be read alongside our Terms and Conditions.
By visiting our Website, making an enquiry, or booking any Service with Grab Travel, you acknowledge that you have read and understood this Policy. Where we rely on your consent to process certain personal data, you may withdraw that consent at any time as described in Section 9 below.
02.Who This Policy Applies To
This Policy applies to:
- Visitors to our Website;
- Customers who make enquiries or bookings with us (by Website, phone, WhatsApp, email, or in person);
- Individuals travelling under a booking made by someone else (e.g., a Lead Traveller booking for family, friends, or colleagues) — in such cases, the person making the booking confirms they have the authority to share the other travellers' personal data with us for this purpose, and is responsible for informing them of this Policy.
03.Personal Data We Collect
Depending on how you interact with us, we may collect the following categories of personal data:
3.1 Identity and Contact Information
Full name, title, date of birth, nationality, gender, mobile number, WhatsApp number, email address, and residential or mailing address.
3.2 Travel Document Information
Passport number, passport issue/expiry date and country of issue, visa details, Emirates ID (where relevant), frequent flyer or loyalty numbers, and other identification details required to complete flight, hotel, or visa bookings.
3.3 Booking and Travel Preference Information
Travel itineraries, destinations, dates, hotel and seat preferences, dietary or accessibility requirements you choose to share with us, and booking history.
3.4 Payment Information
Billing name and address, and payment card details processed via secure third-party payment gateways. Grab Travel does not permanently store full card numbers or CVV codes on its own systems.
3.5 Communications
Records of correspondence with us via email, WhatsApp, phone, or the Website's enquiry or chat forms, including call notes where applicable.
3.6 Technical and Usage Data
IP address, browser type, device information, pages visited, referring website, and interaction data collected automatically through cookies and similar technologies when you use our Website (see Section 8).
We do not intentionally collect sensitive categories of personal data (such as health, religious, or biometric data) unless voluntarily provided by you where relevant to a booking (for example, a medical condition disclosed for a fitness-to-fly requirement, or a dietary requirement linked to religious belief) and only to the extent necessary to arrange your travel.
04.How We Collect Your Information
We collect personal data:
- Directly from you, when you make an enquiry, complete a booking form, contact us by phone, WhatsApp, or email, or otherwise communicate with us;
- Automatically, through cookies and similar technologies when you browse our Website (see Section 8);
- From third parties, such as airlines, hotels, or corporate travel bookers, where they submit or share traveller details with us on your behalf.
05.Why We Use Your Information
We process your personal data for the following purposes:
| Purpose | Examples |
|---|---|
| Providing our Services | Booking flights, hotels, visas, and travel packages; issuing confirmations, e-tickets, and vouchers |
| Customer support | Responding to enquiries, resolving complaints, providing updates on your booking |
| Payment processing | Verifying and processing payments, issuing invoices and refunds |
| Legal and regulatory compliance | Complying with immigration, visa, airline, and government reporting requirements; record-keeping obligations under UAE law |
| Business operations | Internal record-keeping, accounting, fraud prevention, and service quality improvement |
| Marketing (with consent) | Sending offers, newsletters, and travel deals where you have opted in; you may opt out at any time |
| Website functionality and analytics | Operating and improving the Website, understanding usage patterns |
We process your personal data only where we have a valid legal basis to do so under the PDPL, including: your consent, the necessity of processing to perform a contract with you (i.e., to arrange your booking), compliance with a legal obligation, or our legitimate business interests, provided these are not overridden by your fundamental rights and interests.
In accordance with Federal Law No. 15 of 2020 on Consumer Protection, we will not use your personal data for marketing purposes without your prior consent.
06.Who We Share Your Information With
We share personal data only as necessary to deliver our Services, and always on a need-to-know basis:
- Airlines, hotels, tour operators, and other travel Suppliers — to create and manage your bookings;
- Visa and immigration authorities / embassies — where you request visa assistance;
- Payment processors and financial institutions — to process payments and refunds securely;
- IT, hosting, and technology service providers — who support our Website and booking systems, under contractual confidentiality obligations;
- Professional advisors and government or regulatory authorities — where required by UAE law, court order, or to protect our legal rights;
- Corporate clients or Lead Travellers — where a booking is made on your behalf by an employer or group organiser, limited to booking-relevant details.
We do not sell your personal data to third parties for their own marketing purposes.
07.International Data Transfers
As a UAE-based travel agency working with global airlines, hotels, and Suppliers, your personal data may be transferred to and processed in countries outside the UAE (for example, the destination country of your booking, or the jurisdiction where an airline or hotel chain's reservation system is hosted). Where we transfer personal data outside the UAE, we take reasonable steps to ensure it is handled in a manner consistent with the protections required under the PDPL, including relying on Suppliers who maintain appropriate data protection standards.
08.Cookies and Similar Technologies
Our Website uses cookies and similar tracking technologies to:
- Enable core Website functionality (e.g., remembering your search and enquiry details during a session);
- Analyse Website traffic and usage to improve performance and content;
- Support advertising and remarketing, where applicable, to show you relevant travel offers.
You can control or disable cookies through your browser settings; please note that disabling certain cookies may affect the functionality of the Website, such as your ability to complete a booking form.
09.Data Retention
We retain personal data only for as long as necessary to fulfil the purposes described in this Policy, including to complete your booking, respond to any post-travel queries or complaints, meet accounting and tax record-keeping obligations under UAE law, and defend or pursue any legal claims. Retention periods vary depending on the type of data and the purpose of processing; where data is no longer required, we securely delete or anonymise it.
10.Data Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, loss, or destruction, consistent with the requirements of the PDPL. These measures include restricted access to personal data on a need-to-know basis, secure payment gateways for card transactions, and staff awareness of data protection obligations. While we take data security seriously, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
11.Your Rights
Subject to the conditions and exceptions set out in the PDPL and its Executive Regulations, you have the right to:
- Access the personal data we hold about you;
- Request correction of inaccurate or incomplete personal data;
- Request erasure of your personal data, where applicable;
- Restrict or object to certain processing of your personal data, including direct marketing;
- Request data portability, i.e., to receive your personal data in a structured, commonly used format;
- Withdraw consent at any time, where processing is based on your consent, without affecting the lawfulness of processing carried out before withdrawal;
- Lodge a complaint with the UAE Data Office or other competent regulatory authority if you believe your personal data has been processed in violation of applicable law.
To exercise any of these rights, please contact us using the details in Section 15 below. We may need to verify your identity before actioning certain requests, and some requests may be subject to legal or contractual limitations (for example, where data must be retained for regulatory record-keeping).
12.Marketing Communications
Where you have opted in to receive marketing communications from us (such as travel deals, newsletters, or promotional offers via email or WhatsApp), you may unsubscribe or opt out at any time by using the unsubscribe link in our emails, replying "STOP" to WhatsApp messages, or contacting us directly at enquiry@grabtravel.ae. Opting out of marketing communications will not affect service-related communications about your existing bookings.
13.Children's Privacy
Our Services are intended for use by individuals who are at least 18 years old or are travelling under the booking of a parent, guardian, or Lead Traveller who accepts responsibility for their personal data on their behalf. We do not knowingly collect personal data directly from unaccompanied minors through the Website.
14.Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, our Services, or applicable law. The updated Policy will be posted on this page with a revised "Last Updated" date. We encourage you to review this Policy periodically to stay informed about how we protect your personal data.
15.Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:
Business Center, 3rd Floor, Building A3, Business Park,
Dubai, United Arab Emirates
Grab Travel — Your Journey, Our Passion