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Vuelo is committed to ensuring the safety and security of all transactions. We continuously work to prevent, identify, and mitigate fraudulent activities. Our monitoring systems and collaborative efforts with law enforcement, financial institutions, and industry partners enable us to proactively safeguard our customers.
Sophisticated Risk Assessment: Utilising a dynamic risk engine, we analyse transactions against a multitude of data points, identifying potential fraud.
Identity Verification: Every customer is verified through a rigorous process, involving checks against external data sources.
Enhanced Authentication Measures: For transactions deemed higher risk, we implement additional authentication steps, ensuring the legitimacy of each transaction.
Be cautious with your personal information. Never share passwords or PINs, especially in response to unexpected requests.
Avoid downloading software or clicking links from unverified sources.
Regularly monitor your account and report any suspicious activity immediately to Vuelo by contacting us via chat or email.
If you suspect fraud, contact Vuelo without delay. Our Customer Services team is available via chat 24/7 to assist you.
In cases where fraud is confirmed, rest assured, Vuelo will not hold you liable for transactions you did not authorise, provided you have not acted negligently.
There are several organisations which provide further information on how you can best protect yourself from online and financial fraud. Vuelo recommend these resources:
This promise does not apply if the customer is involved in the fraudulent activity or has failed to take reasonable steps to protect their account.
Lack of cooperation with Vuelo's investigation efforts may also result in exclusion from this promise.
The Vuelo Fraud Prevention Commitment will be applicable to all fraud reports from 1st January 2024.
The conditions of this promise may be revised in the future to guard against misuse and to assist Vuelo in preventing and addressing fraud.
Adjustments may also be made to align with guidance or requirements from regulatory or law enforcement authorities.
If you fall victim to fraud involving a Vuelo transaction, it's essential to contact your bank or credit card issuer immediately to file a claim and contact the relevant fraud institution.
Vuelo collaborates closely with financial institutions in such cases to ensure a thorough investigation and resolution.
Vuelo is a trading name of LV 001 Limited, registered office: 222 Regent Street London, W1B 5TR, United Kingdom. Registered in England and Wales No. 14645298.
support@getvuelo.com / Tel: (+44) 020 4587 9437 / www.getvuelo.com