IMPORTANT NOTE: If you are using Lola.com as an authorized user of a Lola.com subscriber that entered or enters into a business travel services agreement directly with American Express Global Business Travel which does not reference Lola.com or Lola Travel Company, your use of Lola.com is subject to the GBT Privacy statement available here.

Privacy Policy

Effective Date: May 1, 2016
Last Updated: January 2, 2020

This Privacy Policy applies to the platforms where it appears.

Providing you with the best travel care requires that we get to know you, which means we collect information about you. This Privacy Policy describes how we treat personal information on the platforms where it is located, including www.lola.com and the Lola.com app (collectively, the "Platforms"). We care about your privacy rights and take our responsibilities regarding your information seriously.

We collect information from and about you.

Contact information.
As part of the sign up process, we might collect your name, email address, phone number and other contact information. We may also collect your geographical location.

Payment information.
For example, when you make purchases through Lola.com, we may collect your credit card number and billing information.

We collect information you submit or post.
We collect the information you submit to complete your profile. This might include your frequent flier number or passport number. We also collect information when you contact us. This includes information you share with our agents. If you choose to invite coworkers or friends to join Lola.com, we will collect their email addresses. You must have the permission of your coworkers or friends to provide us with their personal information. You may only provide the email addresses of friends with whom you have had direct voluntary two way communications, who are over the age of 18, and with whom it is reasonable to conclude you have a personal relationship considering shared interests, experiences, opinions and other relevant factors, or of family members to whom you are related by marriage, a common-law partnership, or parent-child relationship, and with whom you have had direct voluntary two way communications. If you use the Teams feature, certain information like your name and profile picture may be visible to your teammates.

We collect Transportation Security Administration (TSA) Secure Flight Program information.
We may collect this information if you submit it to us. This may include your date of birth, gender, passport number and redress number.

We collect demographic information.
We may collect information like your gender, date of birth and age. We may also collect your zip/postal code. We might collect this information when you contact us or add it to your profile.

We collect information from your social media accounts.
For example, if you use Facebook to access Lola.com, we will collect authentication information from your Facebook account. This may include your username, email and password. This may also include your unique Facebook ID.

We collect other information.
If you use our Platform, we may collect information from and about the browser or device you’re using. We might look at what site you came from, or what site you visit when you leave us. We collect this information using the tools described below. To control those tools, please read the “Choices” section below.

We collect information in different ways.

We collect information directly from you.
For example, if you create an account or sign up for our emails.

We collect information from you passively.
We may use tools like browser cookies and web beacons to collect information from you. We collect information about users over time when you use this Platform. We may use third parties to collect personal information this way. Learn more about these tools and how you can control them in the “Choices” section below.

We get information about you from other parties.
We may receive information about you from family, friends or others who use our services to book travel on your behalf. In addition, our business partners may give us information about you. For example, we may receive information about you from airline or hotel companies. Social media websites may also give us information about you. If you link your Lola.com profile to other third party platforms, including third party email services, we may collect information from those services. This may include information about previous trips or your travel preferences. Our marketing agencies and advertising technology vendors may also provide us with information. We may also get information about you from our agents when you contact us. 

We combine information.
For example, we may combine information that we have collected offline with information we collect online. Or we may combine information we get from a third party with information we already have.

We use information as disclosed and described here.

We use information to book reservations.
For example, we may use your information to purchase airline tickets or reserve hotel rooms. We may also use your information to book rental cars or other reservations at your request.

We use information to respond to your requests or questions.
For example, we may use your information to respond to questions about your travel plans. We may also use your information to notify you if you make a purchase. For example, we may send you an email confirmation of your reservations.

We use information to operate and improve our products and services.
We may use your information to make our Platform and products better. We might use your information to customize your experience.

We use information for legal, safety, and security purposes.
We may use your information to protect our company, our customers and our Platforms, or to comply with our legal obligations. For instance, we use your information to detect and prevent fraudulent bookings. 

We use information for marketing purposes.
For example, we might use your information to tailor and send you information about new products and special offers. We might also use your information to serve you ads about products and offers that may interest you. This may include serving you advertising on our site, or on third party sites or platforms, as explained in our About Lola.com Ads Policy. We might tell you about new features or updates. If you register with us, we’ll enroll you in our email newsletter. To learn about your choices for these communications, read the “Choices” section below. If you choose to invite coworkers or friends to join Lola.com, we will send them an email invitation. This message will indicate that it has been sent on your behalf and will identify you. 

We use information to communicate with you.
For example, we may contact you about your feedback or our relationship. We may also contact you about your travel reservations. We might also contact you about this Privacy Policy or our Platform Terms of Service.

We use information for hiring purposes.
We may use your information to review your job applications and contact you about employment opportunities. If you choose to provide self-identifying information, we may use that for tracking and compliance purposes in accordance with applicable law.

To verify requests made pursuant to this Privacy Policy.
We will use certain pieces of information to verify your identity if you make requests pursuant to this Privacy Policy. The verification steps and the pieces of information that we request may vary depending on the sensitivity and nature of your request. 

We use information as otherwise permitted by law or as we may notify you.

We may share information with third parties.

We will share information with third parties who perform services on our behalf.
For example, we share information with vendors who send emails for us. We also share information with companies that help us operate our Platforms or run a promotion. We may also share information with companies that help us fulfill customer requests or assist with customer communications. We may share information with vendors that provide marketing, advertising, and analytics services to us. We may share information with payment processors. 

We may share your information with our business partners.
For example, we may share your information with business partners, such as airlines or hotel companies, so we can make reservations for you.

We may share information with your company admins and teammates.
For example, if you associate your account with a company, any individual associated with the company, including administrator(s) and teammates will have access to the travel information you book through Lola.com. Your teammates will also have access to the recommendations you share on Lola.com.

We will share information if we think we have to in order to comply with the law or to protect ourselves.
For example, we will share information to respond to a court order or subpoena. We may share information if a government agency or investigatory body requests it.

We might share information if we are investigating potential fraud.
This might include fraud we think has happened in connection with a booking. This might also include fraud we think has happened during a promotion. If you are the winner of a sweepstakes or contest, we may also share your information with anyone who requests a winner’s list.

We may share information with a successor to all or part of our business.
For example, if part of our business is sold we may include customer information as part of that transaction.

We may share information as requested or directed by you and for other reasons we may describe to you, or as otherwise permitted by law.

You have certain choices about how we use your information.

You can opt out of receiving our marketing emails.
To stop receiving our promotional emails, follow the instructions in any promotional message you get from us. Even if you opt out of getting our marketing messages, we will still send you transactional messages. These include responses to your questions.

You can control cookies and tracking tools.
To learn how to manage how we - and our vendors - use cookies and other tracking tools, and to read our Do Not Track Policy, please click here.

You can control certain tools on your mobile devices.
For example, you may be able to turn off the GPS locator or push notifications on your phone. To learn more, click here.

Your California Privacy Rights.

If you reside in California, you have the right to ask us once each year if we have shared personal information with third parties for their direct marketing purposes. To make a request, please send us an email or write to us at the address listed below. Please mark your inquiries “California Shine the Light Data Request.”

Your EU Privacy Rights.

This Section is applicable to residents of the European Union. For the purposes of European data protection law, the data controller of the Platform(s) where this Privacy Policy is referenced or appears is Lola Travel Company, Inc. A data controller is responsible for determining why your personal data is collected and how it is processed. Our address is 1 Financial Center, Floor 20, Boston, MA 02111.

Lawful basis for processing your personal data.

We process on the following legal bases:

  1. Contract: It is necessary for our performance of the contract you have agreed to enter with us.  If you do not provide your personal data to us, we will not be able to carry out our obligations under the terms of the contract.
  2. Legitimate Interests: We are permitted to process your personal data if it is based on our legitimate interests. In relation to general inquiry and complaints you send us, our legitimate interest is to provide you with information you have requested and to provide customer support.
  3. Consent: Where you have given us consent to do so, we provide you, or permit third parties to provide you, with information about goods or services which we feel may interest you. Where provided under applicable law, you have the right to limit or withdraw your consent of our use of such data.
  4. Legal Claims: We need to process your personal data to defend or establish a legal claim (for example, claims relating to the sale of our goods and services under contract law).

Rights of EU Data Subjects

You have the following rights, where provided under applicable law, regarding your information (each of which are subject to various exceptions and limitations):

  1. The right to be informed: You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we are providing you with the information in this Privacy Policy.
  2. The right of access: You have the right to obtain access to your information (if we are processing it), and certain other information (similar to that provided in this Privacy Policy). This is so you are aware and can check that we are using your information in accordance with data protection law.
  3. The right to rectification: You are entitled to have your information corrected if it is inaccurate or incomplete.
  4. The right to erasure: This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your information where there’s no compelling reason for us to keep using it. This is not a general right to erasure; there are exceptions.
  5. The right to restrict processing: You have rights to ‘block’ or suppress further use of your information. When processing is restricted, we can still store your information. We keep lists of people who have asked for further use of their information to be ‘blocked’ to make sure the restriction is respected in future.
  6. The right to data portability: You have rights to obtain and reuse your personal data for your own purposes across different services and platforms.
  7. The right to object: You have the right to object to certain types of processing, in particular processing based on our legitimate interests. You also can object at any time to your information being used for direct marketing purposes (including profiling related to such direct marketing). Where you object to processing for direct marketing purposes, the personal data shall no longer be processed for such purposes.
  8. The right to refuse or withdraw consent: You have the right to refuse to provide and withdraw your consent to processing of your personal information at any time with effect for future processing.

For EU residents, if you are not satisfied with our response to your complaint or believe our processing of your information does not comply with data protection law, you can file a complaint to an EU data protection authority.

Please note your rights in relation to your personal data are not absolute. We may, for example, deny you access to your personal data when required or authorized by law, or if granting access would have an unreasonable impact on another individual’s privacy. 

We will retain your personal data for as long as needed to provide you with any services which you request. We will retain and use your personal data as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Your Canadian Privacy Rights.

Residents of Canada may request to access and review, and request correction of, their personal information held by us using the contact information provided below.

We will take reasonable steps to verify your identity prior to responding to your requests. The verification steps will vary depending on the sensitivity of the personal information and whether you have an account with us.

We reserve the right not to change personal information if we disagree that it is incorrect, but we will append your requested alternative information. We may not provide access to personal information where permitted or required to deny access by the applicable law, for example, where the information requested would disclose the personal information, including opinions, of another individual or if it is subject to solicitor-client or litigation privilege.

You have the right to refuse to provide or to withdraw your consent to processing of your personal information at any time with effect for future processing. This would not affect processing where the applicable law allows us to process personal information without consent

These Platforms are not intended for children.

Our Platforms where this Privacy Policy is found are meant for adults. We do not knowingly collect personally identifiable information from children under 18. If you are a parent or guardian and think your child has given us information, you can contact us at privacy@lola.com. You can also write to us at the address listed at the end of this Privacy Policy. Please mark your inquiries “Children's Information Request.” Parents, you can learn more about how to protect children’s privacy online here.

We use standard security measures.

The Internet is not 100% secure. We cannot promise that your use of our Platform will be completely safe. We encourage you to use caution when using the Internet. Personal information we collect may be accessed by persons within our organization, or our third party service providers, who require such access to carry out the purposes described in this Privacy Policy, or such other purposes as may be permitted or required by the applicable law. Personal information we collect is managed from our offices in Massachusetts. 

We keep personal information as long as it is necessary or relevant for the practices described in this Privacy Policy. We also keep information as otherwise required by law.

We may store information in the United States.

Our Platforms are operated in the United States. Information we collect may be stored in the United States. We may also store information in other countries. If you live outside of the United States, you understand and agree that we may transfer your information to the United States. The standard of data protection in the United States and in other countries where we may process your information may be inadequate compared to the data protection standards of the EU or the European Economic Area ("EEA") and such information may not be afforded the same level of protection as those in your country. When information is transferred to another jurisdiction, including the United States, such information may be subject to access requests from governments, courts, or law enforcement in those jurisdictions according to their laws.  

Accessing and Correcting Personal Information.

You have a right to request access to your personal information in our control, and to request a correction to it if you believe it is inaccurate. If you have submitted Personal Information to us and would like to have access to it, or if you would like to have it corrected, please contact us using the contact information provided below. In some cases we may not be able to allow you to access certain personal information in certain circumstances, for example if it contains personal information of other persons, or for legal reasons. We may require you to verify your identity before allowing you to access your personal information.

We may link to third party sites or services we don’t control.

If you click on a link to a third party site, you will be taken to a website we do not control. This Privacy Policy does not apply to the privacy practices of that website. Read the privacy policy of other websites carefully. We are not responsible for these third party sites. If you use the Google Maps features on our Platforms, you agree to Google’s Privacy Policy.

Feel free to contact us if you have more questions.

If you have any questions about this Privacy Policy or want to correct or update your information, please email us at privacy@lola.com.

You can also write to our Commercial Operations or call us at:

Lola Travel Company, Inc.
Attn: Commercial Operations 
1 Financial Center
Floor 20
Boston, MA 02111
+1 617 431 3910
hello@lola.com

We may update this Privacy Policy.

From time to time we may change our privacy policies. We will notify you of any material changes to our Privacy Policy as required by law. We will also post an updated copy on our Platform. Please check our Platform periodically for updates.

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