AirAsia privacy policy

AirAsia is concerned about your right to privacy. Therefore, AirAsia pledges to be responsible when gathering your personal information and to protect your privacy in every possible way. Although, this Privacy Policy is not a contract and does not create any legal rights, however, it does serve as an expression of AirAsia’s commitment to protecting private personal information.

It must be borne in mind that AirAsia reserves the right to change, amend and/or vary this Privacy Policy at any time and will notify users of the same by updating the policy here and by including a "NEWLY UPDATED" label with the "PRIVACY POLICY" link on the web sites governed by this policy for a period of 30 days.

This Privacy notice aims to answer your questions about the sources and kinds of information AirAsia collects, how it is used, when it may be shared with others, and how we safeguard its confidentiality and security. We also provide you with ways to correct the data you provide us and the option to limit our sharing of this data with AirAsia’s authorised third parties.

This Privacy notice is applicable to all users of AirAsia’s website @ www.airasia.com regardless of the intention and without limitation to Travel Reservations, Corporate Sales, Marketing Research, and Customer Relations/Service.

Information collection

To ensure that we successfully process your booking and to effectively manage our business, we collect and maintain personal information about you. We collect customer information from many sources for the purposes of understanding current or new demands, meeting these demands as well as to provide and personalise our services. The means of information collection, among others, are as following: 

  • From you; when you voluntarily provide to us or to third party service provider(s) engaged by us;
  • From your browser; when you visit our website and your browser interacts with us;
  • From other sources and related links in connection with providing your transportation and/or accommodation needs and services;
  • From you when you interact with us through social media

The personal information we collect about you may include but not limited to the following:

  • Name, addresses and telephone numbers
  • Email addresses, fax numbers and mobile numbers
  • Flight information or details
  • Credit / Charge card number(s), including associated billing address(es) and expiration date(s)
  • Information necessary to facilitate travel or other services, including travel companion(s) names, emergency contacts, seating preferences and special dietary or medical needs
  • Passport number, NRIC number, nationality and country of residence
  • Use of products and services such as self-service devices, flight status notification and online check-in
  • Personal information provided via survey, contest, competition or other marketing research efforts
  • Personal information provided to customer-service representatives to research and resolve issues or questions or lodging complain
  • Corporate-contract, employer and/or other corporate affiliation (i.e. employer name, title, address and contact information)

We also collect your information when you make or send job application via our official website @ www.airasia.com.

With the latest creation of our very own Corporate Blog, we would collect your information when you choose to sign up with us for the purpose of creating a profile under your control, leave comment or to generally use the Blogsphere except viewing / reading a blog. Information that would be collected by us includes but not limited to your personal identifiable information, contact details and email address.

Use of information collection

Generally, we use your information for administrative purpose e.g. processing, confirming, fulfilling and completing your transactions and requests for our services. In the event there is alteration / change of flight schedule, we will use information provided by you while making your reservation through our official website @ www.airasia.com, our call centre, our sales counter, to contact and notify you of the alteration / change. In addition to this, your information will be used for the purposes of accounting (billing and auditing), immigration, custom control, safety, security, statistical and marketing analysis, information systems management, system testing, maintenance and development, operational, support, customer surveys, customer relations and to improve and help us in any future dealings with you, for example by identifying your requirements and preferences.

If you have elected to be a member, you will also be a participant in the AirAsia BIG Loyalty Programme which is administered by our affiliate Think Big Digital Sdn Bhd. In such cases, your personal information will also be used to administer your membership and offer you the perks which you are eligible for under this Programme.

In employment scenario, we would use information that you voluntarily provide to compare against the job specification / criteria we are seeking / intending to employ.

Whenever required by law, we will disclose your information to the government bodies or authorities or third parties pursuant to a subpoena or other legal process accordingly. Further, we may also use or disclose your information as permitted by law to protect the rights or property of AirAsia, our customers, our website, or its users. We may also disclose your information, whether in part or in full, to our contracted or authorised companies such as our data processors.

Because we fly internationally, we may be affected by the laws of many countries, including Malaysia (where we are based), the country of origin and destination of any flight (including transit countries if applicable), and countries that are overflown. Laws that require us to collect your personal information include immigration, customs and aviation safety and security laws in each such country.

As part of our effort to serve you better, we are constantly enhancing and expanding our services to fulfill your ever-growing needs. In order to realise this business aim, we will from time to time appoint, authorise or contract with strategic business partner. Your information will be disclosed to these business partners, authorised or contracted third party, service providers or advertisers to make available promotions, offers, products or services, which may not belong to us. However, to ensure that you will not receive unwanted communications, only information with regards to promotions, offers, products or services that you selected or marked as interested through our member profile will be shared with the respective business partners, service providers or third parties.

In the circumstances set out in this policy where AirAsia passes your information to a third party, we will ensure that the security measures that such party has in place in relation to the processing of your data are at least as stringent as those employed by AirAsia if not better. This does not apply where we are required by law to pass your information to a third party.

In the event we go through a business transition, such as sale of part or all of our assets, merger or acquisition, your information will likely form part of this transition and be transferred.

Sharing of information collected

Personal information we collect from you may be disclosed to:

  • our bank for authorisation of transaction and for payment
  • relevant third parties eg. booking agents and hotels
  • authorised government bodies if legally required to do
  • our subsidiaries and affiliates who may be located in or outside Malaysia

Information is likely to be used or disclosed in Malaysia and the country of origin and destination of each journey. AirAsia also has arrangements with data processors in Australia, People's Republic of China and India. AirAsia Indonesia, Philippines’ AirAsia, AirAsia Thailand and AirAsia India also process information in those countries.

AirAsia does not sell or rent any personal information you provide on our web site to any other parties. AirAsia may share anonymous and/or aggregated information about all our users with third parties.

Children under 13 years old

AirAsia does not collect or maintain information directly from those under 13 years old. If you are under 13 years old, please do not provide your name and address or other contact details or personal identifiable information of any kind whatsoever.

Information of children under the age of 13 would only be collected to facilitate online bookings of flight or room reservation. Such information should only and would normally be provided by the parent or guardian of someone under 13 years old. In addition, only limited information of the child such as name, age, date of birth, traveling document, would be collected by AirAsia.

If you are a Parent of Guardian of someone under 13 years old who has provided us information without your knowledge and consent, you may request that we remove this information by contacting us at online feedback form.

Access to your personal information

AirAsia respects your right to ask for access to the information we hold about you. If you want access, please contact us using the details below. If you want to access details about your bookings, you can access that information by logging on at https://member.airasia.com/login.aspx We don't always have to give you all the information you ask for, but we will tell you the reason if we withhold anything.

Correction/updating personal information

If any of the information we hold about you is not accurate, complete or up-to-date, please let us know so that we can update it. You may correct or update personal information stored on our member portal by logging on: https://member.airasia.com/login.aspx The instructions to do this are also clearly outlined in every piece of promotional material issued by AirAsia.

We don't have to update information if we don't agree that it should be updated. If you ask and if it is practical, we may include a message stating that you don't agree.

Links to other sites

AirAsia web site contains links to other sites. Please be aware that we are not responsible for the privacy practices or content of those sites. We encourage you to read the privacy statements of each site that collects information from you. AirAsia's privacy policy applies solely to information collected by AirAsia on this web site.

Newsletter

By joining the AirAsia email update service, you expressed your agreement for us to contact you via email to inform you of our latest updates, products and services. If you do not wish to remain a subscriber, you are able to remove your details from the subscriptions list by https://member.airasia.com/login.aspx or you may click "unsubscribe" from every newsletter you received.

Contests & surveys

From time-to-time AirAsia may provide you the opportunity to participate in surveys or contests on our site. If you participate, we will request certain personally identifiable information from you. Participation in these surveys or contests is completely voluntary and you therefore have a choice whether or not to disclose this information. The requested information typically includes contact information (e.g. name and address).
 
We use this information to update contest participants, notify contest winners, and award prizes and improve the site experience for our Customers where information would be collected in anonymous survey basis.

We often use a third party service provider to conduct these surveys or contests; these companies are prohibited from using our users’ personally identifiable information for any other purpose. We will not share the personally identifiable information you provide through a contest or survey with other third parties unless we give you prior notice and choice.

Security

Our online reservation system resides on a secure server that encrypts your purchase information using Secure Socket Layers. We use all reasonable endeavours to protect personal information from loss, misuse and alteration. Only authorised employees and agents, who are under appropriate confidentiality obligations, will have access to your personal information. However, you will be responsible for any user ID or password that is used on our web site. You should take due care to protect them.

Cookies

A cookie is a piece of data stored on the user's hard drive containing information about the user. Usage of a cookie is in no way linked to any personally identifiable information while on our site.

This enables our system to recognise your browser and remember your passenger names and billing information so that you won't have to retype it. The address and passenger information is saved to your hard drive by the AirAsia web server. This information can only be accessed by the AirAsia web server; Internet users and other companies cannot access this information. A session ID cookie expires when you close you browser. A persistent cookie remains on your hard drive for an extended period of time. You can remove persistent cookies by following directions provided in your Internet browser’s “help” file.

For security reasons, your credit card number is not saved. You must type the credit card number each time you make a purchase.

We also utilise cookies to track the effectiveness of online advertising. This information is treated confidentially and will not be shared with anyone outside of AirAsia. AirAsia will only use this information to make informed decisions with regard to the purchase of online advertising. This enables AirAsia to maintain low costs and low fares for you, our Customers.

Site tracking

We use tracking software to monitor customer traffic patterns and site usage to help us develop the design and layout of the site to better meet the needs of visitors to AirAsia.com. This software does not enable us to capture any personally identifying information.

Use of pixels

In order to understand how our customers interact with the emails and the content that we send, we use pixels in the email in order to understand who has opened the message. In order to provide our content in the most interesting way, we may also use pixels to learn whether you can receive emails in text or html form.

Log files

We use IP addresses to analyse trends, administer the site, track user's movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Your consent

AirAsia or any third party service provides engaged by us will obtain your consent to collect and use your personal information at the time of collection, subject to certain legally prescribed circumstances where your consent is not required.

Generally, in using the AirAsia web site, you consent to the collection and use of this information by AirAsia in the ways described above (which may change from time to time) unless and until you inform us to the contrary. If you have provided us personal information of third party individuals in your travel party, you are required to obtain the individual's prior consent and you represent and warrant that you had or have their consent or are otherwise entitled to provide their personal information to us.

In most instances, it is obligatory for you to provide us with your personal information in order to allow us to satisfy your request or provide you with the service that you have requested for. However, where applicable, we will provide you with an avenue to opt-out or unsubscribe from receiving marketing, communications, promotional offers, newsletters or any other communications from AirAsia.

Contact information

If you still have questions about our privacy policy, please visit Frequently Asked Questions on our web site. We request your name, phone number, email address and comments so that we may respond to your concerns effectively and work to improve our service. If you have any additional concerns relating to AirAsia's collection and use of your personal information, you may contact us at airasia_privacycompliance@airasia.com. We will usually respond in writing to any complaints within 30 days, however we may need to ask you for more details in order to consider your complaint.

Our acceptable use policy / website disclaimer

With reference to the terms of use of our Official Website @ www.airasia.com , please refer to our Acceptable Use Policy for further information.

Our terms and conditions of carriage

The booking and carriage of guests and baggage is subject to the Terms and Conditions of Carriage and Fare Rules.