Privacy Policy

Etihad Airways P.J.S.C. ("Etihad", “we”, “us”, “our”) is a Public Joint Stock Company established by Emiri Decree and incorporated in the Emirate of Abu Dhabi, United Arab Emirates. Etihad operates through various branch offices, departments and operating divisions, including Etihad Airways, Etihad Holidays, Etihad Cargo.

This policy describes how Etihad collects, processes uses and discloses your personal information as a data controller. It covers instances when you contact us, use our services or interact with our websites, such as etihad.com, etihadairways.com, etihadholidays.com etihadcargo.com (together "Etihad Websites").

Use of the Etihad Websites is subject to our terms of use and any products and services supplied are subject to our Terms and Conditions, Customer Care Policy and General Conditions of Carriage.

Informatie die wij verzamelen en gebruiken

Vlucht- en Boekingsinformatie

Wanneer u de Etihad-websites gebruikt om een vlucht te boeken of een reservering te maken, zullen wij die informatie over u verzamelen en gebruiken die nodig is om de boeking te beheren. Dit kan persoonlijke informatie betreffen zoals naam, geslacht, geboortedatum en paspoortgegevens, maaltijdvoorkeuren of referenties met betrekking tot het Frequent Flyer-lidmaatschap (in voorkomend geval) evenals betalingsgegevens en contactinformatie (zoals het telefoonnummer en e-mailadres) van de hoofdpassagier.

Ingeval u of een meereizende passagier bijzondere gezondheids- voedings- of toegangsvereisten heeft waarvan u of de meereizende passagier wenst dat wij ervan op de hoogte zijn, kunnen wij de verstrekte informatie over deze kwesties verzamelen.

Ingeval u een boeking maakt namens andere reizende passagiers bent u aansprakelijk om deze passagier te vertegenwoordigen in het boekingsproces en hem uit te leggen hoe zijn persoonsgegevens zullen worden gebruikt overeenkomstig het onderhavige Privacybeleid. U moet beschikken over hun toestemming om de boeking te maken en hun gegevens met ons te delen zoals wordt verwacht overeenkomstig de bepalingen van het onderhavige Privacybeleid. Wij veronderstellen dat u dit heeft gedaan.

Op voorhand af te geven passagiersgegevens

Voor sommige routes zijn wij verplicht om de gegevens van het reisschema en van de boeking, opgeslagen in ons systeem voor persoonsgegevens van passagiers, over te dragen aan ambtenaren belast met de grensbewaking, douaneambtenaren en ordehandhavers in de havens van binnenkomst of vertrek van uw reisschema. Dit omvat momenteel alle vluchten via een luchthaven gesitueerd in Australië, Canada, het Verenigd Koninkrijk of de Verenigde Staten. Wij zullen deze informatie verstrekken aan de betrokken autoriteiten zoals vereist en toegestaan door de lokaal geldende wetten. Voor verdere informatie over deze vereisten, gelieve hier te klikken.

Etihad Guest Frequent Flyer-programma

Klantendienst en online diensten

Als u contact met ons opneemt met een vraag of een opmerking over een van onze diensten, of indien u wenst dat wij u op de hoogte houden van het laatste nieuws en de laatste ontwikkelingen bij Etihad, zullen wij informatie over u (met inbegrip van uw contactgegevens) moeten verzamelen zodat wij uw vraag of opmerking kunnen beantwoorden. Dit kunnen wij doen ingeval u onze klantendienst opbelt of contact met ons opneemt via onze online hulpmiddelen.

Wij kunnen eveneens een register bijhouden van alle communicatie die wij met u hebben gevoerd (met inbegrip van een register van alle telefoonoproepen die u heeft uitgevoerd). Wij doen dit in overeenstemming met de toepasselijke wetten om bij te dragen aan de controle en de verbetering van de kwaliteit van onze klantenservice. Indien u heeft verzocht om een informatie-update van ons te ontvangen, bent u vrij om uw voorkeuren te wijzigen (voor meer informatie, zie het onderstaande artikel "Bijwerking van uw persoonlijk profiel en voorkeuren").

Online profiel

Als u een persoonlijk profiel heeft opgeslagen op één van de Etihad-websites, kunnen wij u verzoeken om bijkomende informatie te verstrekken over uw levensstijl, interesses en gezinssituatie. Met deze informatie kunnen wij u een meer gepersonaliseerde dienst aanbieden.

Evenementen en promoties

Wij organiseren van tijd tot tijd evenementen en speciale promoties om Etihad aan nieuwe klanten te introduceren. Als u naar één van deze evenementen komt of deelneemt aan een promotie, kunnen wij uw persoonlijke gegevens opvragen om ons te helpen om de promotie uit te voeren en met u contact te blijven houden over de diensten en bijzondere aanbiedingen waarvan wij denken dat deze u interesseren. Alle informatie die u verstrekt zal worden gebruikt in overeenstemming met de bepalingen van het onderhavige privacybeleid en u kunt zich op elk gewenst ogenblik uitschrijven van onze verdere mededelingen (voor meer informatie, zie het onderstaande artikel "Bijwerking van uw persoonlijk profiel en voorkeuren").

Verplichte gegevensverzameling

Als u bij ons een vlucht boekt, zullen wij de Vlucht- en Boekingsinformatie en de hierboven omschreven passagiersgegevens (Advanced Passenger Information, API) verwerken. Als u weigert om ons deze informatie te verstrekken, of ons onvolledige of onjuiste informatie verstrekt, zullen wij niet in de mogelijkheid zijn om uw aangevraagde reservering(en) te voltooien.

Het Etihad Guest Frequent Flyer-programma, de Klantendienst en de Online Diensten, het Online Profiel en Evenementen en Promotieszijn optionele onderdelen van onze dienstverlening en wij zullen louter informatie over u met betrekking tot deze diensten verwerken als u actief deelneemt aan deze aangeboden onderdelen. Hoewel u vrij bent om de persoonsgegevens die u ons verstrekt met betrekking tot deze diensten te beperken, moet u zich ervan bewust zijn dat bepaalde functies kunnen worden beperkt of uitgeschakeld wanneer de volledige informatie niet werd verstrekt.

Privacy Policy

How we use personal information

We will hold, store and use personal information (which will be processed with/by electronic and non-electronic means) in the following ways:

  • To fulfil any agreement we have with you, including to process your flight, send your itinerary, or contact you if there is a problem with your reservation;
  • To allow you to register on the Etihad Websites and administer and personalize any of the online services which you have asked us to provide to you;
  • To keep you (with your permission)  informed about our products and services and those of our preferred partners where we think you will find this valuable;
  • To allow you to take part in any contest or other promotional offers you have asked to participate in;
  • To analyse how our users access and navigate our services and use of the Etihad Websites;
  • To get feedback from customers on the quality of our services - we may invite you to participate in questionnaires or surveys;
  • To help detect and prevent criminal activity; and
  • For any other purpose notified on the relevant Etihad Website.

How we share information with others

We work closely with a number of trusted partners with whom we need to share personal information to help us provide our services. These include:

  • Our group companies around the world, including other Etihad brands such as Etihad Cargo, Etihad Holidays and Etihad Guest;
  • Partner airlines where you are travelling on a booking which involves a codeshare;
  • Frequent flyer and other reward and partner programmes with whom you have asked us to share your details;
  • Banks and payment providers, to authorize and complete payments;
  • Service providers who work with us to help provide our services, including local agents who help manage customer needs at airports or operate our limousine service, and contractors who help us run our office operations;
  • Companies to whom we transfer or may transfer our rights and duties under our agreement with you;
  • Customs and/or immigration departments or other regulatory authorities;
  • Other agencies, law enforcement or governmental organisations where we are required to so by any applicable law; or
  • Our contractors and other third party agents outside of the Etihad Airways Group for any of the above or to send you marketing information on our behalf.

If you would like to know more about who we share your personal information with please click here or write to the Ethics and Compliance Office, Etihad Airways, PO Box 35566, Abu Dhabi, United Arab Emirates.

How we protect your information

We invest significant resources in protecting the security and confidentiality of personal information.

  • We offer the use of secure communication transmission software (known as "secure sockets layer" or "SSL") that encrypts all information you input to our website before it is sent to us. SSL is an industry standard encryption protocol and this ensures that the information is reasonably protected against unauthorised interception;
  • We also follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access to that information; and
  • We take all reasonable steps to protect your personal information but cannot guarantee the security of any data you disclose to us via email or online.

More about direct marketing

We are committed to keeping you informed about our products and services in line with your personal preferences. We will always ask your permission before sending marketing material, whether about our services of those or our preferred partners.

We will usually send this by email but we may choose to contact you in other ways for example by phone, post or SMS if that is more appropriate. You can ask us to stop sending you marketing material at any time by contacting us or changing your marketing preferences within your personal profile (see below).

Updating your personal profile and preferences

At any time you can update or correct your personal profile, or change your preferences for the way in which you would like us to communicate with you - including how you receive news updates from us, or details of our latest offers.

If you have an online account, the easiest way to do this is by logging into your account and changing your personal details. You can also click the "unsubscribe" link that you will find on any online newsletters which you receive, or contact our customer support team by email (click here).

Accessing your personal information

In some countries, you have the right to see or access the personal information we hold about you. We may charge a small fee for processing this request (as permitted by law). To receive a copy, please write to the Ethics and Compliance Office, Etihad Airways, PO Box 35566, Abu Dhabi, United Arab Emirates or click here to send you request via the web.

If you are concerned that any of the information we hold about you is incorrect, out of date or may be used inappropriately, please click here or write to the address above to report  your concerns and we will take appropriate steps to amend our records. These arrangements are without prejudice to any statutory rights you may have in your country to require us to rectify, cease processing and / or delete certain records, or enforce privacy rights before a local data protection supervisory authority. 

Transfer of your personal information

We need to transfer the personal information referred to in this policy across the Etihad group of companies to help operate our business efficiently. We also allow third party service providers to process personal information where this is needed in connection with a service they provide to us. These arrangements may involve your personal information being located in various countries around the world. The countries which we commonly disclose your personal information to include the UAE, where we have our head offices, the US, UK and the countries where you are flying to and from. Some of these countries may not have data protection laws that provide an equivalent level of data privacy protection as the laws in your country of residence.

When in these countries, your personal information may, where legally permitted,  be disclosed as required by applicable law. This may include providing access to foreign courts or governmental authorities but we will only do this where we are legally obligated and permitted to do so.

We will always strive to adopt the highest standards of privacy protection, wherever your personal information is located and adopt appropriate measures (consistent with locally applicable privacy laws) to secure an adequate level of privacy protection.  

Retaining your personal information

We keep records for as long as required to manage bookings and provide the other relevant services anticipated by this Privacy Policy. Where your information is no longer required, we will ensure it is disposed of in a safe manner.

Updates

We keep this Privacy Policy under regular review and place updates on the Etihad Websites from time to time. Please review this Privacy Policy periodically for changes. Your continued use of our website or services once you have been notified of the revised Privacy Policy constitutes your acceptance of it.

Our policy on "cookies"

A cookie is an element of data that a website sends to your browser, which then stores it on your system. Cookies may collect personal information about you. Cookies allow us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our website. Cookies also allow us to make Etihad Websites more user-friendly by, for example, allowing us to take you to the language site of last use, so that we can give you a better experience when you return to our website.

A cookie will be deployed on your device when you visit Etihad Websites unless you indicate that you do not wish this to happen or if you have turned this feature 'off' in your web browser settings.

For more information about how our cookies work and information about how to manage your cookie settings please visit our Cookie Policy.

Other websites

Etihad Websites may link you to other websites. We are not responsible for the way in which third party websites operate or the way in which they may process any personal information, which you provide to them. It is important that you understand this and check their respective privacy policies and terms of use.

Privacy concerns

Please click here or write to the Ethics and Compliance Office, Etihad Airways, PO Box 35566, Abu Dhabi, United Arab Emirates if you have any concerns about our compliance with applicable privacy laws or this Privacy Policy. We will endeavour to respond to your concerns as soon as possible and we may make seek further information from you in order to provide a full and complete response. In some countries, you may have rights to raise the matter with a relevant data protection authority or ombudsman.

Opmerkingen en vragen

Indien u opmerkingen of vragen heeft over ons privacybeleid, klik hier.