Air Serbia privacy statement

Deactivate your account and Delete your data

You can Deactivate/Delete your account when you log in.

If you previously deactivated your account (so you cannot log in) without deleting data, you can send email to ethics.compliance@airserbia.com and personally ask us to delete your remaining data connected to the email you are writing from.

*Note: Users that opened an account with Apple ID using a private relay service, should send the email from the address used to register for Apple ID or send us that email.

Flight and Booking Information

If you use the Air SERBIA Website to make a flight booking or manage a reservation, we will collect and use information about you as necessary to manage the booking. This may include personal information such as your name, date of birth, address, next of kin details, Passenger Name Record number ("PNR number"), gender, passport details, any meal preferences or frequent flyer program membership references such as your username and password (if applicable) together with payment details (such as your credit card number) and contact information (such as phone number and e-mail address) for the lead passenger.

Additionally, if you have made your contact information (phone number and/or email address) availabe to us in the moment of purchasing a ticket, such information may be used for the purpose of notifiying you on changes of your travel itinerary.

We may also seek to collect from you for the purposes of providing you with enhanced services, such as medical services, special categories of personal data, which are treated with extra care by us. These special categories of data include details relating to your health such as whether you use a wheelchair or require an oxygen tank, certain health behaviors such as whether you are a smoker and your religion. In limited circumstances, such as where we are providing you with chauffeur services, we may additionally collect information about your whereabouts using systems such as GPS.

If you or any passenger traveling has special health, dietary or access requirements, which you or they would like us to be aware of, we may collect information about these matters where this is provided.

In case you are natural person using our services within the territory of the People’s Republic of China, we will only collect and use sensitive personal information, either with your consent, or when you voluntarily provide us with this information, or where such information is required or permitted to be collected by law or professional standards. Processing of sensitive information is necessary for our services to be provided. Also, in case of processing of personal information of minors under the age of 14, such personal information will be only processed based on the consent of the parents of other guardians of the minors. Where processing is based on your consent, you will have the right to withdraw your consent. The withdrawal of consent shall not affect the validity of the processing activities conducted based on consent before it is withdrawn. This article is applicable in all cases in which sensitive data of natural person within the territory of the People’s Republic of China is being processed for provision of our services.

Where you are making a booking on behalf of other traveling passengers, it is your responsibility to represent that passenger in the booking process and explain how we will use their personal information as set out in this Privacy Statement. You must obtain their consent to make the booking and share their details with us as anticipated by this Privacy Statement. We will assume that you have done this. We may be under separate legal obligations to explain to them that we are controlling their personal information, even if it comes to us from you.

Advance Passenger Information

On some routes we are required to pass details of the itinerary and booking details in our Passenger Name Record system to border control, customs and law enforcement officers at ports of entry / exit on your itinerary. We will share this information with relevant authorities as required and permitted by local and applicable laws. If you are in, or flying to/from France, please note that in accordance with Article L 237 -7 of French Internal Security Code, air carriers may transmit reservation data collected from their passengers (PNR) to the French national public services and competent authorities for the purposes and under conditions as defined in the Decret N° 2014-1095 dated 26/09/2014.

Etihad Guest Frequent Flyer Program

Our Frequent Flyer program is managed within our Partner Etihad Airways PJSC from Abu Dhabi in United Arab Emirates with its subsidiaries. If you join our frequent flyer program, Etihad Guest, you will be asked to register your personal details with Etihad Guest. This will allow Etihad Guest to manage your account and provide you with rewards and benefits. This may include information such as your name, date of birth, address, email, telephone number, next of kin, your photograph, passport details, your credit card details including its expiry date, your Etihad Guest Number, PNR number, flight ticket number, professional details such as your profession, title, role, including professional licensing numbers. In exceptional circumstances Etihad Guest, may have access to certain personal data, including Special Categories of personal data (as defined in the General Data Protection Regulation) obtained during the course of your flight, as set out in this policy.

When you join Etihad Guest, you will be asked to confirm that you agree to share data between Air SERBIA and Etihad Guest to receive these benefits. Any information shared with Etihad Guest is held subject to Etihad Guest's separate privacy policy and terms and conditions, which you can find here.

Customer Support and online services

If you contact us with a query or comment about any of our services, or would like us to keep you informed about latest news and developments at Air SERBIA, we will need to collect information about you (including your contact details) to help us respond to your query or request. We may do this when you call our customer support centre, or interact with us through our online support tools. This information may include your name, date of birth, address, email, telephone number, next of kin, your photograph, passport details, your credit card details including its expiry date, your Etihad Guest Number, PNR number, flight ticket number, professional details such as your profession, title, role, including professional licensing numbers. We may also need seek to collect from you Special Categories of Data, for the purposes of properly understanding your query or request, which are treated with extra care by us. These Special Categories of Data may include details relating to your health such as whether you use a wheelchair or require an oxygen tank, certain health behaviours such as whether you are a smoker, your race and ethnicity, your religion

We may also keep a record of any communications we have with you (including a recording of any calls you make). We do this in compliance with applicable laws to help monitor and improve the quality of our customer support services, to make and defend legal claims, and to comply with legal obligations to which we are subject. Where you have asked to receive an information update from us, you are free to change your preferences (for more information, refer to 'Updating your personal profile and preferences' section below).

Events and Promotions

From time to time, we may hold events and special promotions to introduce Air SERBIA to new customers. If you come to one of these events, or take part in a promotion, we may ask for your personal details to help us run the promotion and keep in touch with you about our services and any special offers that we think may be of interest. Any information which you provide will be used in accordance with the terms of this Privacy Statement and you can unsubscribe from further communications from us at any time.

Legal basis for using your data

We will only collect, use and share your personal information where we have an appropriate legal basis to do so. Appropriate legal bases include:

• where we need to use your personal information to perform a contract or take steps to enter into a contract with you, for example to take payment for and manage the terms of any travel booking you have with us, or complete your travel arrangements, if you are a passenger on a flight booking;
• our legitimate interests as a commercial organization, for example we may record calls to our customer service center so that we can review our call handling processes and ensure we provide a continuously high standard of customer service; we may use customer contact information to keep our customers informed about flight changes and other important service messages; we may also let you know about our new routes and special offers that may be of interest to you - in these cases we will respect your privacy rights and ensure you may object to processing as explained in the “Your Rights” section below;
• where we need to use your personal information to comply with a relevant legal or regulatory obligation that we have, for example in some countries we are required to share Advance Passenger Details with law enforcement officials in destination airports before departure, as described in the "Advance Passenger Information" section; and
• where we have your consent to using your personal information for a particular activity, for example to share special offers from ourselves and our partners that we consider may be of interest to you.

In case you are natural person using our services within the territory of the People’s Republic of China, appropriate legal bases also include:

• the processing is necessary for the response to public health emergencies, or for the protection of life, health, and property safety of natural persons in emergencies (vital interest);
• the personal information is reasonably processed for news reporting, media supervision, and other activities conducted in the public interest;
• the personal information disclosed by you personally or other legally disclosed personal information of you processed in accordance with applicable regulation;
• other circumstances as provided by laws or administrative regulations.

To help you understand the legal grounds on which we process your data, please click the link below to see a table that sets out the legal bases upon which we process your personal information in certain circumstances. There may be one or more legal bases applicable to the activities listed. These may be amended and updated from time to time.

*In case you are using our services and buying a ticket on the territory of the People’s Republic of China, please note that data such as bank account details, credit card details, health or medical history data, race or ethnicity, religion and biometrics will be processed based on consent given in the Payment section during ticket purchase, and only for the purpose listed above and marked by *.

How we share information with others

• We work closely with a number of trusted partners with whom we need to share information to help us provide our services: our subsidiaries:
  1. Air SERBIA GROUND SERVICES BEOGRAD, seated in Republic of Serbia, Aerodrom Nikola Tesla Beograd,
  2. AIR SERBIA CATERING BEOGRAD, in Republic of Serbia, Aerodrom Nikola Tesla Beograd and our outstations
• Partner airlines where you are traveling on a booking which involves a codeshare;
• Frequent flyer and other reward and partner programs where required to enable you to earn or utilize frequent flyer miles by virtue of your membership of Etihad Guest;
• Banks and payment providers, to authorize and complete payments;
• Other third parties who help manage our business and deliver services. For example, these may include IT service providers who help manage our IT and back office systems, or third party booking agents;
• With customs and / or immigration departments or other regulatory authorities or government entities, to comply with legal obligations and ensure the safety of all our passengers and customers; and

From time to time we may share information about you with government organizations and agencies, and international organizations, to comply with applicable laws, regulations and rules, and legitimate requests from law enforcement, regulatory and other governmental or international agencies, or when to do so is in our legitimate interests, even if we are not compelled to share that information by applicable law. Further information about when we do this can be found above.

If, in the future, we sell or transfer some or all of our business or assets to a third party, we may disclose or transfer information to a potential or actual third party purchaser of our business or assets.

Direct marketing
 

We are committed to keeping you informed about our products and services in line with your personal preferences or sending you reminders of your unfinished bookings. We will always ask your permission before sending marketing material, whether about our services or those of 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, SMS and/or other electronic means if that is more appropriate. You can ask us to stop sending you marketing material at any time by contacting us.

Managing your marketing preferences

To protect privacy rights and to ensure you have control over how we manage marketing with you:

• we will take steps to limit direct marketing to a reasonable and proportionate level and only send you communications which we believe may be of interest or relevance to you;
• 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;
• You can change the way your browser or device manages cookies, which may be used to deliver online advertising, by following the settings on your browser as explained below.

We recommend you routinely review the privacy statements and preference settings that are available to you on any social media platforms.

More about profiling and analytics

We may use some of the information you provide to analytics and us in order to perform profiling with the data. We will do this either with your consent or where it is in our legitimate interests.

One of the methods by which we do this is by installing and using Cookies on your browser or device. You can learn more about how to adjust settings relating to Cookies on your browser and device, and about our Cookie Policy in the section titled Cookies and Mobile, below.

Some of the legitimate purposes we profile and analyze data include:

• to allow us to enhance our provision of services to you;
• to provide you with tailored content online and optimize your experience of our websites;
• to offer personalized products when you fly with us or use our other services;
• to obtain a better understanding of our customers, what you would like to see from us, and how we can improve our services for you;
• to share advertising material we believe may be of interest to you, including from our third party partners;
• to help us operate our services more efficiently, including to ensure that our most loyal customers obtain the best services.

If you are an individual with rights under the Personal Information Protection Law of People’s Republic of China (“PIPL”), where a decision may have a significant impact on your rights and interests is made through automated decision making, you shall the right to request clarification from us and the right to refuse us for making decision only through automated decision making.

If you are a Data Subject with rights under the GDPR then we will take steps to ensure that prior to profiling your information for a legitimate interest that that interest is not overridden by your own interests or fundamental rights and freedoms. If you are a Data Subject with rights under the GDPR you may have rights to object to us profiling your personal information.

Transferring personal information globally

We operate our business on a global basis. The countries to which we commonly disclose your personal information include the Republic of Serbia, and the countries where you are flying to and from. Some of these countries, for example, the UAE and the USA, have laws which do not offer, in the opinion of the European Commission or other supervisory authorities, an adequate level of data protection.

In case you are natural person using our services within the territory of the People’s Republic of China, in order to meet requirements of applicable regulations, we will need your consent for transferring your personal information globally.

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 laws) to secure an adequate level of privacy protection. We will take appropriate steps to ensure that transfers of personal information are in accordance with applicable laws and carefully managed to protect your privacy rights and interests. Transfers will be limited to countries which are recognized as providing an adequate level of legal protection or where we can be satisfied that alternative arrangements are in place to protect your privacy rights. To this end:

• we ensure transfers within Air SERBIA subsidiaries and outstations will be covered by an agreement (called an "intra-group agreement") which contractually obliges each Air SERBIA subsidiary to ensure that personal information receives an adequate and consistent level of protection wherever it is transferred;
• where we transfer your personal information to third parties who help provide our products and services, we obtain contractual commitments from them to protect your personal information; or
• where we receive requests for information from government entities, international organizations or regulators, we carefully validate these requests to ensure that it is legally appropriate to share the requested personal information.

You have a right to contact us for more information about the safeguards we have put in place (including a copy of relevant contractual commitments) to ensure the adequate protection of your personal information when this is transferred as mentioned above. See also the section titled "Your Rights", below.

How we protect your information

We invest an appropriate level of resources to protect 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 unauthorized interception;

We also follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorized access to that information; and

We take all reasonable and appropriate steps to protect your personal information but cannot guarantee the security of any data you disclose to us via email or online.

Where you disclose information to us using our mobile app, please ensure that your device remains safe. We cannot be held responsible for any data misuse arising from unauthorized access to your device.

Storing your personal information

We will store your personal information for as long as is reasonably necessary for the purposes for which it was collected, as explained in this statement. Where your information is no longer required, we will ensure it is disposed of in a safe manner. In some circumstances we may need to store your personal information for longer periods of time, for instance where we are required to do so in accordance with legal, regulatory, tax, accounting requirements. Should you require information about how we retain particular information you can contact us.

In specific circumstances, we may store your personal information for longer periods of time so that we have an accurate record of your dealings with us in the event of any complaints or challenges, or if we reasonably believe there is a prospect of litigation relating to your personal information or dealings.