AirAsia Group Berhad's Privacy Statement
AirAsia Group Berhad (“AirAsia”) is concerned about your right to privacy. Therefore, AirAsia together with its subsidiaries and affiliaties, pledge to be responsible when gathering your personal information and to protect your privacy in every possible way. Although this Privacy Statement is not a contract and does not create any legal rights, it serves as an expression of AirAsia’s commitment to protecting private personal information.
AirAsia reserves the right to change, amend and/or vary this Privacy Statement at any time and will notify users of the same by updating the statement on AirAsia’s website @www.airasia.com(“Website”) and by including a "NEWLY UPDATED" label with the "PRIVACY STATEMENT" link on the websites governed by this statement for a period of 30 days.
This Privacy Statement describes the information that AirAsia collects, how it is used, when it may be shared with others, and how we safeguard its confidentiality and security.
This Privacy Statement is applicable to all users of our Website including Travel Reservations, Corporate Sales, Marketing Research, Investor Relations, Customer Relations/Service and Customer Support. It is also applicable to all users of AirAsia mobile application and those who provide their personal information at AirAsia's sales counters, AirAsia's check-in kiosks or with third party e.g. our travel agent or service provider and/or any online sites operated by AirAsia.
In year 2018, there was no breaches of customer privacy.
We collect and maintain information that you enter on our Website or give us in any other way (collectively, “Personal Information”). You can choose not to provide certain information, but you may not be able to enjoy all the features of our Website and services provided by AirAsia. Personal Information we collect from you helps us to personalise and continually improve your online experience. Here are the types of Personal Information that we collect:
- Personally Identifiable information e.g. Name, photo, facial features, gender, date of birth, nationality, passport/identification card number, passport expiry date, passport issuing country and country of residence;
- Contact information e.g. address, email address and phone numbers;
- Payment information e.g. credit or debit card information, including the name of cardholder, card number, card issuing bank, card issuing country, card expiry date and banking account details;
- Travel information e.g. flight information, and currency, departure destination or other product preferences;
- Health information, e.g. health issues relevant to your travel arrangement or medical records and requests; and
- Technical information e.g. IP address.
When you interact with applications created by AirAsia or our affiliates, we may collect information about your location and mobile device. The information may be used to provide you with location-based services such as search results and marketing content. You may decline to share your Personal Information with us, or disable location services on your mobile device at any time.
Use of information collected
Generally, we use your Personal Information for administrative purpose e.g. processing, confirming, fulfilling and completing your transactions and requests for our services. In the event there is flight interruption which shall include but not limited to change of flight schedule, we will notify you via email, mobile chats, telephone call or SMS, based on the Personal Information which you provided to us through our customer support’s live chat or at the point of reservation through our Website, mobile application, call centre or sales counter. We also use Personal Information to provide flight alert messages through AirAsia's mobile services facility and to facilitate check-in and boarding. In addition to this, your Personal Information will be used for the purposes of accounting (billing and auditing), in-flight catering and in-flight sales, marketing or cross-marketing of products and services, investigation of claims and inquiries, immigration, bag drop, refund, custom control, safety, security, crime prenvetion, law enforcement, 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 subsidiary BIGLIFE 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 the employment scenario, we would use information that you voluntarily provide to compare against the job specification / criteria we are seeking / intending to employ.
The headquarters of AirAsia is located in Malaysia. However, we may transfer and store your Personal Information on our servers located overseas. Such transfers are necessary pursuant to our contract with you and/or our contract(s) with the relevant third parties.
AirAsia will secure the storage in compliance with the minimum security measures prescribed under the Personal Data Protection Act 2010 of Malaysia, its regulation and standards, in the following manners:
- register those who have access to the storage;
- control and limit access based on necessity;
- maintain proper record of access and transfer of Personal Information;
- ensure all employees of AirAsia protect confidentiality;
- conduct awareness programmes to educate employees on responsibility to protect Personal Information;
- establish physical security procedures;
- bind third parties involved in processing of Personal Information; and
- do not use removable device and cloud computing service to transfer or store Personal Information without written consent from AirAsia’s senior management.
AirAsia or any third party service providers 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. Where required by law, AirAsia will adopt an ‘opt-in' policy to obtain your express written consent when collecting your Personal Information. You may be asked, for example, to sign a form or tick a box.
Generally, in using the Website, you consent to the collection and use of your Personal Information by AirAsia in the ways described above (which may change from time to time) unless and until you inform us to the contrary. You may submit a request to withdraw your consent at any time by contacting AirAsia. 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. By providing us Personal Information of third party individual(s), you also warrant that the individual(s) is informed of and consents to the terms of this Privacy Satement.
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, 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.
Access to and Correction of Your Personal Information
You may access your Personal Information by logging-in to your Member Profile on www.airasia.com. We will need your assistance to ensure that Personal Information you provide to us is current, complete and accurate. If there are errors or changes to be made, please contact us and we will work towards either correcting it or discussing alternative actions with you. We will not correct your Personal Information upon request of a third party, unless such third party is able to demonstrate that you have provided the authority to such third party to work with us to correct your Personal Information.
We will be able to provide you your stored Personal Information upon receiving a request via our e-form.
Minors* Under 18 Years Old
We cannot distinguish the age of visitors to our Website. If you are a parent or guardian of someone under 18 years old who has provided us his/her Personal Information without your knowledge and consent, you may request that we remove such information by contacting us.
* Age of minors for residents in Japan is under 20 years old.
For any queries, concerns or complaints in relation to our handling of your Personal Information or our Privacy Statement, please contact our Compliance Officer at email@example.com.
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