Privacy Policy

Plume Pax is operated by [Legal entity name — to be confirmed]. This policy refers to Plume Pax as “Plume Pax”, “we”, “us” or “our”. Privacy questions can be sent to support@plumepax.com.

The website and product are in development. This policy describes the current marketing site at plumepax.com, and the intended processing for the app at app.plumepax.com and other customer-facing features when they are enabled.

For information submitted directly by website visitors, such as an enquiry, we decide why and how that information is used and generally act as a controller.

For information about people who call an airline using the voice service, the airline is the controller and determines the purposes and means of processing. Plume Pax acts as the airline's processor or service provider and processes caller data on the airline's documented instructions.

Callers should normally direct a request about a call or booking to the airline they contacted. We will assist the airline with appropriate requests and will route a caller's request to the relevant airline where possible.

Information used today

• Theme and accent preferences stored in the browser's local storage.
• The read-only pp_state cookie, if set by a future Plume Pax product, which may contain a signed-in display hint and validated theme or accent choices. The marketing site does not treat this as authentication.
• Technical request information ordinarily handled by the hosting platform, such as IP address, browser information and requested pages, for delivery, security and reliability.

Website assistant and optional features

• Lead or demo form information, if lead forms are enabled: name, airline or company name, email address and message. A telephone number may also be provided where the form offers that optional field.
• Messages entered in the website assistant and the conversation context needed to generate a reply. Chats are sent to our AI provider to generate replies, and chat history stays in your browser tab.
• A salted, hashed identifier derived from the network address for assistant abuse prevention and rate limiting. The rate-limit record is not used to identify the visitor.

The website assistant is available. Lead forms remain disabled, and no lead submission is sent while the lead feature is disabled.

When an airline uses the voice service, the service may process caller contact details, call audio, transcripts, call records, questions, booking references, passenger details supplied for verification, flight information and the details of a requested booking change.

Call audio is transcribed so the AI can understand and answer the caller. Transcripts and call records are stored for the airline. Booking details are used only as needed to verify the caller, answer the call, provide relevant information, carry out an authorised booking-change workflow and support human handoff.

Callers are told that they are speaking with an AI. The service may transfer or escalate a call to a human agent when needed.

We use information to deliver and secure the website and service, respond to enquiries, arrange demonstrations, generate assistant replies, prevent abuse, diagnose faults, support airline customers, process calls on an airline's instructions and comply with applicable law.

The website assistant sends the visitor's message and relevant conversation context through the AI gateway to its model provider so a reply can be generated.

The voice service uses automated transcription and language processing to understand a caller and produce a response. AI output may be incomplete or incorrect, so the service supports human handoff and airlines remain responsible for their policies, operational data and decisions.

The current codebase uses the following providers. Each processes only the information needed for its role.

The production voice service may require additional providers. This policy will be updated before those providers process live airline or caller data.

We share information with the service providers described above; with the relevant airline when processing a caller's interaction; when required by law or valid legal process; when reasonably necessary to protect people, rights or the service; or as part of a corporate transaction subject to appropriate safeguards.

We do not sell personal data or share it for cross-context behavioural advertising.

We keep information only for as long as reasonably necessary for the purpose for which it was collected, to provide the service under the applicable customer agreement, to meet legal obligations, or to establish, exercise or defend legal claims.

Retention for airline caller data is governed by the airline's instructions and the applicable customer agreement. We do not state a fixed retention period here because operational and legal requirements may differ by airline and jurisdiction.

We use technical and organisational safeguards appropriate to the nature of the information, including access controls, protected transmission and restricted handling of secrets. No system can be guaranteed completely secure.

Our providers may process information in countries other than the country where a visitor, airline or caller is located. Where required, we and our airline customers will address international-transfer requirements through the applicable agreement and lawful safeguards.

Depending on applicable law, you may have rights to access, correct, delete or receive a copy of personal data, or to object to or restrict certain processing. You may also have the right to withdraw consent where processing relies on consent and to complain to a relevant regulator.

Website visitors and airline customer contacts can submit a request to support@plumepax.com. Callers should normally contact the airline they called because that airline controls the caller data. We may ask for information needed to verify identity and authority before responding.

The marketing site uses limited functional browser storage and does not use advertising, cross-site tracking or analytics cookies. See the Cookie Policy for the current list.

We may update this policy as the site, voice service, providers or legal requirements change. We will publish the revised policy on this page and update the date shown at the top.

Privacy questions and requests can be sent to support@plumepax.com.