The processing of personal data when using the Services

MMT collects and uses information you provide to us. When you make a reservation, you are (at a minimum) asked for your name and email address.

Depending on the reservation, we may also ask for your home address, telephone number, payment information, date of birth, current location (in the case of on-demand services), the names of the people travelling/staying with you and any preferences you might have for your trip/stay (such as dietary or accessibility requirements). In some cases, you may also be able to check-in online with the Booking agency, for which we will ask you to share passport information or a driving license and signatures.

If you need to contact our customer service team, contact your booking agency through us, or reach out to us in a different way (such as social media or via a chatbot) we’ll collect information from you there, too. This applies whether you are contacting us with feedback or asking for help using our services.

You might also be invited to write reviews to help inform others about the experiences you had on your trip/stay. When you write a review on the MMT platform, we’ll collect any information you’ve included, along with your display name.

If you create a user account, we’ll also store your personal settings, uploaded photos, and reviews of previous bookings. This saved data can be used to help you plan and manage future reservations or benefit from other features only available to account holders (such as incentives or other benefits).

Personal data you give us about others

Of course, you might not simply be making a reservation for yourself. You might be taking a trip/stay with other people or making a reservation on someone else’s behalf. In both those scenarios, you will provide their details as part of the reservation.

If you have a MMT for Business account, you can keep an address book there to make it easier to plan and manage business travel/stay arrangements for others.

In some cases, you might use MMT to share information with others. This can take the form of sharing a Wishlist, taking part in a travel community or participating in a referral program, as described when you use the relevant feature.

At this point, we have to make it clear that it’s your responsibility to ensure that the person or people you have provided personal data about are aware that you’ve done so, and that they have understood and accepted how MMT uses their information (as described in this Privacy Policy).

Personal data we collect automatically.

Whether or not you end up making a reservation, when you visit our websites or apps, we automatically collect certain information. This includes your IP address, the date and time you accessed our services, and information about your computer’s hardware and software (such as the operating system, the internet browser used, software/application version data and your language settings). We also collect information about clicks and which pages have been shown to you.

If you’re using a mobile device, we collect data that identifies the device, as well as data about your device-specific settings and characteristics, app crashes and other system activity. When you make a booking arrangement using this kind of device, our system registers how you made your reservation (on which website), and/or which site you came from when you entered the MMT website or app.

Personal data we receive from other sources.

It’s not just the things you tell us, though – we may also receive information about you from other sources. These include business partners, such as affiliate partners, subsidiaries of the MMT corporate group, other companies in the MakeMyTrip (India) Private Limited. corporate group and other independent third parties.

Anything we receive from these partners may be combined with information provided by you. For example, MMT Reservation services are not only made available via MMT and the MMT apps but are also integrated into services of affiliate partners you can find online. When you use any of these services, you provide the reservation details to our business partners who then forward your details to us.

We also integrate with third party service providers to facilitate payments between you and booking agencies. These service providers share payment information so we can administer and manage your Booking arrangement, making sure everything goes as smoothly as possible for you.

Additionally, we collect information in the regrettable case that we receive a complaint about you from a Booking agency, for example in the case of misconduct.

Another way we might receive data about you, is through the communication services integrated into our platforms. These communication services offer you a way to contact the booking agency you’ve booked with to discuss your stay. In some cases, we receive metadata about these communication activities (such as who you are, where you called from, and the date and length of the call).

Why do we collect and use your personal data?

We use the information collected about you for a variety of purposes. Your personal data may be used in the following ways:

• Booking Arrangement: First and foremost, we use your personal data to complete and administer your online booking arrangement– which is essential for us to provide this service for you. This includes sending you communications that relate to your booking arrangement, such as confirmations, modifications, and reminders. In some cases, this may also include processing your personal data to enable online check-in with the booking agency or processing personal data in relation to damage deposits.
• Customer service: We provide international customer service from our local offices in more than twenty languages, and we’re here to help 24 hours a day, 7 days a week. Sharing relevant details, such as reservation information or information about your user account with our global customer service staff allows us to respond when you need us. This includes helping you to contact the right booking agency and responding to any questions you might have about your booking arrangement (or any other queries, for that matter).
• Account facilities: MMT users can create an account on our website or apps. We use the information you give us to administer this account, allowing you to do several useful things. You can manage your booking arrangements, take advantage of unique offers, make future booking arrangements easily and manage your personal settings.

Managing personal settings gives you the ability to keep and share lists, share photos, easily see trip/stay Services you’ve searched for and check travel-related information you’ve provided. You can also see any reviews you’ve written.

If you want to, you can share certain information as part of your user account, by creating a public profile under your own first name or a screen name you choose.

If you’re a MMT for Business account holder, you can also save contact details under that account, manage business reservations and link other account holders to the same MMT for Business account.

Online groups: We give account holders the chance to connect and interact with each other through online groups or forums, such as travel communities.

Marketing activities: We use your information for marketing activities. These activities include:

• Using your contact information to send you regular news about travel-related products and services. You can unsubscribe from email marketing communications quickly, easily and at any time. All you need to do is click on the ‘Unsubscribe’ link included in each newsletter or other communication.
• Based on your information, individualised offers might be shown to you on the MMT website, in mobile apps or on third-party websites/apps (including social media sites) and the content of the site displayed to you might be personalised. These could be offers that you can book directly on the MMT website, on co-branded sites, or other third-party offers or products we think you might find interesting.
• When you participate in other promotional activities (such as sweepstakes, referral programmes or competitions), only relevant information will be used to administer these promotions.

Communicating with you: There might be other times when we get in touch, including by email, by chatbot, by post, by phone or by texting you. Which method we choose depends on the contact information you’ve previously shared.

We process the communications you send to us. There could be several reasons for this, including:

Responding to and handling any requests you or your booking agency have made. MMT also offers customers and booking agencies several ways to exchange information, requests, and comments about Booking agencies and existing booking arrangements via MMT.

• Providing the best price applicable to you, depending on where you are based: When you search our apps or website, for example to find an accommodation, a rental car, or a flight, we process your IP address to confirm whether you are in the European Economic Area (EEA) or in another country. We do this to offer you the best price for the region (EEA) or country (non-EEA) where you are based.
• Customer reviews and other destination-related information: During and after your trip/stay, we might invite you to submit a review. We can also make it possible for the people you’re travelling/staying with or whom you’ve booked a reservation for to do this instead. This invite asks for information about the booking agency or the destination.
• Call monitoring: When you make calls to our customer service team, MMT uses an automated telephone number detection system to match your telephone number to your existing reservations. This can help save time for both you and our customer service staff. However, our customer service staff may still ask for authentication, which helps to keep your reservation details confidential.
• During calls with our customer service team, live listening might be carried out or calls might be recorded for quality control and training purposes. This includes the usage of the recordings for the handling of complaints, legal claims and for fraud detection.
• We do not record all calls. In the case that a call is recorded, each recording is kept for a limited amount of time before being automatically deleted. This is unless we have determined that it’s necessary to keep the recording for fraud investigation or legal purposes. You can read more about this below.
• Promotion of a safe and trustworthy service: To create a trustworthy environment for you, the people you bring with you on your trip/stay, MMT’s business partners and our booking agencies, we continuously analyse and use certain personal data to detect and prevent fraud and other illegal or unwanted activities.
• Legal purposes: Finally, in certain cases, we may need to use your information to handle and resolve legal claims and disputes, for regulatory investigations and compliance, to enforce the MMT online reservation service terms of use or to comply with lawful requests from law enforcement.

Data sharing with third parties

In certain circumstances, we’ll share your personal data with third parties. These third parties include:

The booking agency you booked: To complete your booking arrangement, we transfer relevant reservation details to the booking agency you have booked. This is one of the most essential things we do for you.

Depending on the booking arrangement and the Booking agency, the details we share can include your name, contact and payment details, the names of the people accompanying you and any other information or preferences you specified when you made your booking arrangement.

In certain cases, we also provide some additional historical information about you to the Booking agency. This includes whether you’ve already booked with them in the past, the number of completed bookings you’ve made with MMT, a confirmation that no misconduct has been reported about you, the percentage of bookings you’ve cancelled in the past or whether you’ve given reviews about past bookings.

If you have a query about your trip/stay, we may contact the booking agency to handle your request. Unless payment is made during the booking process, via the MMT website, we will forward your credit card details to the booking agency for further handling (assuming you’ve provided us with those details).

In cases of Booking arrangement-related claims or disputes, we may provide the booking agency with your contact details and other information about the booking process, as needed to resolve the situation. This can include, but might not be limited to, your email address and a copy of your reservation confirmation as proof that a booking arrangement was made or to confirm reasons for cancellation.

For completeness, booking agencies will further process your personal data outside of the control of MMT. Booking agencies may also ask for additional personal data, for instance to provide additional services, or to comply with local restrictions. If available, please read the Privacy Statement of the booking agency to understand how they process your personal data.

• Connectivity Providers: Please note that certain booking agencies may need us to share your personal data with a contracted Connectivity Provider to be able to finalise and administer your reservation. Connectivity providers act on behalf of booking agencies and help them to manage their reservations.
• Your local MMT office: To support the use of MMT services, your details may be shared with subsidiaries of the MMT corporate group, including for customer service.
• Third-party service providers: We use service providers from outside of the MMT corporate group to support us in providing our services. These include:
• Customer support
• Market research
• Fraud detection and prevention (including anti-fraud screening)
• Insurance claims
• Payment

We use third parties to process payments, handle chargebacks or provide billing collection services. When a chargeback is requested for your booking arrangement, either by you or by the holder of the credit card used to make your reservation, we need to share certain reservation details with the payment service provider and the relevant financial institution so they can handle the chargeback. This may also include a copy of your reservation confirmation, or the IP address used to make your reservation. We may share information with relevant financial institutions if we consider it strictly necessary for fraud detection and prevention purposes.

• Marketing services: We share personal data with advertising partners, including your email address, as part of marketing MMT services via third parties (to ensure that relevant advertisements are shown to the right audience). We use techniques such as hashing to enable the matching of your email address with an existing customer database, so that your email address cannot be used for other purposes. For information on other personalised advertisements and your choices, please read our cookie policy.
• Advertising partners: We use advertising partners, such as metasearch providers, to allow you to compare our offers with offers from other Online Travel Agencies (OTAs). When you make a reservation on MMT after using an advertising partner, we will send the details of the reservation that you made on MMT to that partner.
• Advertisers from Third Parties and Links to Other Websites: The MMT Services may have ads from third parties and links to other websites and apps. Advertising partners from outside our site may get information about you when you use their services, ads, and content.
• Use of Third-Party Advertising Services: We give ad companies information that helps them show you more useful and relevant ads and figure out how well they're doing. When we do this, we never give out your name or any other information that could be used to find you. We instead use an advertising identifier like a cookie, a device identifier, or a code that we get from encrypting other information, like an email address, in a way that can't be reversed. Even though we don't tell ad companies exactly what you searched for, we may give them an advertising identifier and an idea of how much the ads they show you are worth so they can show you more appropriate and effective ads. You may also see ads from other advertisers that are more useful to you from some ad companies.
• Competent authorities: We disclose personal data to law enforcement to the extent that it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud, or if we are otherwise legally obliged to do so. We may need to further disclose personal data to competent authorities to protect and defend our rights or properties, or the rights and properties of our business partners.
• Business partners: We work with many business partners around the world. These business partners distribute and advertise MMT services, including the services and products of our booking agencies. When you make a reservation on one of our business partners’ websites or apps, certain personal data that you give them, such as your name and email address, your address, payment details and other relevant information, will be forwarded to us to finalise and manage your booking arrangement. If customer service is provided by the business partner, MMT will share relevant reservation details with them (as and when needed) to provide you with appropriate and efficient support.

When you make a reservation through one of our business partners’ websites, the business partners can receive certain parts of your personal data related to the specific reservation and your interactions on these partner websites. This is for their commercial purposes. When you make a reservation on a business partners’ website, please also take the time to read their privacy notice if you’d like to understand how they process your personal data.

For fraud detection and prevention purposes, we may also exchange information about our users with business partners – but only when strictly necessary If an insurance claim is made, concerning you and a Booking agency, we may provide the necessary data (including personal data) to the insurance company for further processing.

Partner Offer: We may present you with a ‘Partner Offer. When you book a stay marked ‘Partner Offer,’ your reservation will be facilitated by a booking agency who is separate from the accommodation you’re booking. As part of the reservation process, we’ll need to share some relevant personal data with this business partner. If you book a Partner Offer, please review the information provided in the booking process or check your reservation confirmation for more information about the booking agency and how your personal data will be further processed by them.

MMT is a global business. The data that we collect from you, as described in this Privacy Statement, could be made accessible from, transferred to, or stored in countries which may not have the same data protection laws as the country in which you initially provided the information. In such cases, we will protect your data as described in this Privacy Statement.

This may also be applicable if you are in the European Economic Area (EEA). Countries your data may be transferred to may not have laws that provide the same level of protection for your personal data as laws within the EEA. Where this is the case, we will put appropriate safeguards in place to make sure that these transfers comply with European privacy law.

When your data is transferred to third-party service providers, we establish and implement appropriate contractual, organisational, and technical measures with them. This is done by putting in place Standard Contractual Clauses as approved by the European Commission, by examining the countries to which the data may be transferred, and by imposing specific technical and organisational security measures.

In certain specific cases, we transfer your data outside the EEA because it is in your interest or is necessary to conclude or perform the contract, we have with you. For instance, when you make a reservation on MMT or through a business partner, we might need to transfer your data to a booking agency or business partner who is located outside the EEA

How is personal data shared within the MMT corporate group?

We may receive personal data about you from other companies in the MakeMyTrip (India) Private Limited. corporate group, or share your personal data with them, for the following purposes:

• To provide services (including to make, administer and manage reservations or handle payments);
• To provide customer service;
• To detect, prevent and investigate fraudulent, other illegal activities and data breaches;
• For analytical and product improvement purposes;
• To provide personalised offers or send you marketing with your consent or as otherwise permitted by applicable law;
• For hosting, technical support, overall maintenance and maintaining security of such shared data;
• To ensure compliance with applicable laws;

As applicable and unless indicated otherwise, for purposes A to F, MMT relies on its legitimate interests to share and receive personal data. For purpose G, MMT relies, where applicable, on compliance with legal obligations (such as lawful law enforcement requests).

How is your personal data shared and further processed for insurance services?

When offering insurance, MMT may have to use and share personal data that is relevant to the insurance product. This data relates to you as a potential or actual policyholder, the beneficiaries under a policy, family members, claimants and other parties involved in a claim:

• To provide offers, arrange insurance cover and handle insurance claims, some personal data, provided to us during the booking process, (‘General Order Data’) may have to be shared with MMT. You may also be asked to provide additional information, such as names of family members or other beneficiaries or details about a claim (‘Insurance-Specific Data’).
• If you make a claim under an insurance policy, this claim may be directly handled by the insurer. This means that you may be asked to provide personal data to submit the claim directly to them. The insurer will inform you accordingly at the point of collection of your information. When your claim is handled by the insurer, MMT may receive information about the status of your claim to provide you with customer support services.

How does MMT process communications that you and your booked agency may send via MMT?

MMT can offer you and booking agencies several ways to communicate about the trip/stay Services and existing booking arrangements, directing the communications via MMT. This also allows you and your booking agency to contact MMT with questions about your booking arrangement through the website, our apps, and the other channels that we make available.

MMT accesses communications and may use automated systems to review, scan, and analyse communications for the following reasons:

• Security purposes;
• Fraud prevention;
• Compliance with legal and regulatory requirements;
• Investigations of potential misconduct;
• Product development and improvement;
• Research;
• Customer engagement (including to provide you with information and offers that we believe may be of interest to you)
• Customer or technical support

We reserve the right to review or block the delivery of communications that we, in our sole discretion, believe might contain malicious content or spam, or pose a risk to you, booking agencies, MMT or others.

All communications sent or received using MMT communication tools will be received and stored by MMT. Booking agencies and Business partners you’ve booked a booking arrangement through might also choose to communicate with you directly by email or through other channels that MMT does not control.

How does MMT make use of social media?

At MMT, we use social media in separate ways. We use it to facilitate the use of online reservation services, but also to promote our booking agencies’ travel-related products and services and to advertise, improve and facilitate our own services.

Note that the use of social media features can result in the exchange of personal data between MMT and the social media service provider, as we describe below. You are free not to use any of the social media features available to you.

• Sign in with your social media account. We offer you the opportunity to sign in to a MMT user account with one of your social media accounts. We do this to reduce the need for you to remember different usernames and passwords for different online services. After you’ve signed in once, you’ll be able to use your social media account to sign into your MMT account. You can decouple your MMT user account from your chosen social media account any time you want to.
• Integration of social media plugins. We have also integrated social media plugins into the MMT website and apps. This means that when you click or tap on one of the buttons (such as Facebook’s ‘Like’ button), certain information is shared with these social media providers. If you’re logged into your social media account when you click or tap one of these buttons, your social media provider may relate this information to your social media account. Depending on your settings, they might also display these actions on your social media profile, to be seen by others in your network.
• Other social media services and features. We may integrate other social media services (like social media messaging) for you to interact with MMT or with your contacts about our services. We may maintain social media accounts and offer apps on several social media sites. Whenever you connect with MMT through social media, your social media service provider may allow you to share information with us.

If you choose to share, your social media provider will inform you about which information will be shared. For example, when you sign into a MMT user account using your social media account, certain information from that account may be shared with MMT. This includes your email address, your age, and the profile pictures you’ve saved – depending on what you authorise in your social media account.

When you register with a MMT social media app or connect to a social media messaging service without a MMT user account, the information you choose to share with us may include the basic information available in your social media profile (including your email address, status updates and a list of your contacts).

We’ll use this information to help provide you with the service you requested – for example, to forward a message you want to send to your contacts, or to create a personalised user experience in the app or on our websites. It means that if you want us to, we can tailor our services to suit your needs, connecting you and your friends with the best travel destinations and analysing and improving our travel-related services.

Your social media provider will be able to tell you more about how they use and process your data when you connect to MMT through them. This can include combining the personal data they collect when you use MMT through them with information they collect when you use other online platforms you have also linked to your social media account.

If you decide to connect using your Facebook or Google account, please review the following links for information about how these parties use data they receive: Facebook and Google.

What security and retention procedures does MMT put in place to safeguard your personal data?

We have procedures in place to prevent unauthorised access to, and the misuse of, personal data.

We use appropriate business systems and procedures to protect and safeguard the personal data you give us. We also use security procedures and technical and physical restrictions for accessing and using the personal data on our servers. Only authorised personnel are permitted to access personal data in the course of their work.

We’ll keep your personal data for as long as is necessary to enable you to use our services or to provide our services to you (including maintaining any MMT user accounts you may have), to comply with applicable laws, resolve any disputes and otherwise to allow us to conduct our business, including to detect and prevent fraud and/or other illegal activities. All personal data we keep about you as a MMT customer is covered by this Privacy Statement.

For added protection, we strongly recommend that you set up two-factor authentication for your MMT user account. This adds an extra authentication step, to make sure that anyone who gets hold of your username and password (e.g., through phishing or social engineering) won’t be able to get into your account. You can set this up in the Security section of your account settings.

How does MMT treat personal data belonging to children?

Our services aren’t intended for children under 16 years old, and we’ll never collect their data unless it’s provided by (and with the consent of) a parent or guardian. The limited circumstances we might need to collect the personal data of children under 16 years old include: as part of a reservation, the purchase of other travel-related services, or in other exceptional circumstances (such as features addressed to families). Again, this will only be used and collected as provided by a parent or guardian and with their consent.

If we become aware that we’ve processed the information of a child under 16 years old without the valid consent of a parent or guardian, we will delete it.