Kebijakan Privasi ANA
Situs Web Terkait
per 01 April 2026
Bab 1 menjelaskan penanganan informasi pribadi yang berlaku bagi semua pelanggan. Bab 2, Bab 3, Bab 4, dan Bab 5 memberikan informasi khusus kawasan untuk pelanggan yang berlokasi atau tinggal di Wilayah Ekonomi Eropa/Inggris, Republik Rakyat Tiongkok, negara bagian California di Amerika Serikat, dan Kerajaan Thailand, secara berturut-turut.
Bab 1. Penanganan Informasi Pribadi Semua Pelanggan oleh ANA
1. Pendahuluan
Kebijakan Privasi ini menjelaskan cara dan alasan informasi pribadi pelanggan dan individu lainnya yang diperoleh oleh ALL NIPPON AIRWAYS CO., LTD. ("ANA", "kami", atau "milik kami") akan digunakan. Harap baca Kebijakan Privasi ini dengan saksama sebelum memberikan informasi pribadi kepada ANA atau menggunakan produk atau layanan kami.
Bab 1 dari Kebijakan Privasi ini memberikan gambaran umum mengenai cara kami menggunakan informasi pribadi Anda.
Kebijakan tambahan dapat berlaku untuk produk atau layanan ANA tertentu, rinciannya akan diberikan secara terpisah atau dicantumkan dalam ketentuan layanan tersebut, dll.
Untuk pelanggan yang tinggal di Jepang, "informasi pribadi" dalam Bab 1 ini berarti informasi terkait individu yang masih hidup yang berisi (i) nama, tanggal lahir, atau tanda pengenal lainnya atau sejenisnya yang dapat digunakan untuk mengidentifikasi individu tertentu atau (ii) kode identifikasi individu.
2. Jangkauan penerapan
Kebijakan Privasi ini berlaku ketika pelanggan dan individu lain memberikan informasi pribadi kepada ANA atau menggunakan layanan dan produk ANA.
3. Tujuan penggunaan informasi pribadi
ANA menggunakan informasi pribadi yang diperoleh dari pelanggannya untuk tujuan berikut. Namun, meskipun masih berada dalam lingkup yang dimaksudkan, ANA tidak akan menggunakan informasi pribadi pelanggan dengan cara yang dapat mendorong atau menimbulkan tindakan ilegal atau yang tidak semestinya.
- (1) Pemesanan, penjualan tiket, check-in, layanan bandara, dan layanan dalam penerbangan terkait dengan layanan transportasi udara
- (2) Pemesanan, penjualan tiket, check-in, dan layanan bandara untuk transportasi interline, bagasi untuk penerbangan gabungan (joint acceptance of carriage), codeshare, bagasi berturut (successive carriage), dan bagasi titipan (consigned carriage)
- (3) Penyediaan layanan untuk anggota ANA Mileage Club
- (4) Penelitian dan analisis mengenai penggunaan layanan/produk ANA
- (5) Seluruh operasional yang bersifat insidental atau bersangkutan dengan tujuan (1) hingga (4) di atas
- (6) Pelaksanaan kuesioner terkait layanan dan produk, dsb. yang ditawarkan oleh ANA
- (7) Pengembangan layanan dan produk baru
- (8) Pemberitahuan terkait layanan dan produk yang ditawarkan oleh ANA
- (9) Operasional dan pengelolaan terkait acara serta kampanye yang diterapkan oleh ANA, perusahaan ANA Group, perusahaan mitra, dll
- (10) Penyediaan informasi tentang layanan, produk, acara, dan kampanye ANA, perusahaan ANA Group, perusahaan mitra, dll. serta penyediaan berbagai informasi melalui metode termasuk surat langsung (direct mail), majalah e-mail, pemberitahuan, maupun iklan
- Informasi pribadi pelanggan (data analitik, dll., seperti detail penggunaan layanan dan produk ANA, perusahaan ANA Group, dll., situs web ANA dan riwayat penelusuran situs web ANA dan aplikasi seluler, dll.) dapat dianalisis menggunakan AI, dll. untuk memperkirakan hobi, pilihan, tren pembelian, atribut pelanggan, dll., serta hasilnya dapat digunakan untuk pendistribusian iklan maupun langkah-langkah pemasaran, dll. yang menargetkan pelanggan.
- (11) Tanggapan untuk pertanyaan dan permintaan
- ANA dapat menganalisis pertanyaan, permintaan, komunikasi, dan konten lisan pelanggan menggunakan AI dan teknologi lainnya, dan menggunakannya untuk dukungan pelanggan yang diberikan kepada pelanggan.
Selain tujuan-tujuan (1) sampai dengan (11) di atas, informasi pribadi akan digunakan untuk tujuan yang dijelaskan dalam Bab 1 Pasal 8 (Penggunaan bersama) di bawah.
4. Perolehan informasi pribadi
ANA akan memperoleh informasi pribadi berikut secara sah dan sesuai dengan tujuan untuk mencapai tujuan yang telah disebutkan di atas.
(1) Identitas, informasi kontak dan informasi pembayaran, dll.
Nama pelanggan, alamat, nomor telepon, nomor faks, alamat email, informasi pekerjaan (nama perusahaan, divisi/departemen tempat pelanggan berada, jabatan, alamat, nomor telepon, nomor faks), alamat surat-menyurat, informasi paspor, informasi fisik dan medis terkait penerbangan, pembatasan terkait diet, informasi pembayaran termasuk detail kartu kredit/debit dan metode pembayaran lainnya, dll.
(2) Informasi perjalanan
Detail rencana dan pengaturan perjalanan, termasuk penerbangan dengan ANA dan maskapai lain, akomodasi, dan pengaturan transportasi lainnya, dll.
(3) Informasi keanggotaan ANA Mileage Club pelanggan dan informasi terkait penggunaan layanan yang memenuhi syarat
Nomor keanggotaan ANA Mileage Club pelanggan, jenis kartu keanggotaan, status keanggotaan, area keanggotaan, status mileage, nomor dan tanggal kedaluwarsa kartu kredit, riwayat penggunaan dan informasi terkait kartu kredit, kebutuhan kursi roda atau pengaturan khusus lainnya, informasi pemesanan dan pembatalan penerbangan, riwayat penggunaan layanan penerbangan dan layanan lain, dll.
(4) Detail pertanyaan dan pengaduan kepada ANA
Informasi rekaman suara dan informasi serupa lainnya yang dapat mengidentifikasi individu tertentu karena memuat nama individu tersebut atau karena alasan lain
- Kami dapat memantau, merekam, menyimpan, dan menggunakan setiap komunikasi melalui telepon, email, atau komunikasi lain dengan Anda guna memeriksa instruksi yang diberikan kepada kami, keperluan pelatihan, pencegahan tindak kejahatan, dan meningkatkan kualitas layanan pelanggan kami.
(5) Data TI dan sistem, termasuk informasi mengenai penggunaan situs web dan aplikasi seluler ANA
Informasi seperti bagaimana pelanggan menggunakan situs web dan aplikasi seluler ANA, termasuk rincian cookie, pengidentifikasi iklan (IDFA/GAID), informasi lokasi, pengidentifikasi perangkat unik, alamat IP, jenis OS dan browser, dll., dan log aktivitas situs web yang memungkinkan ANA dapat mengidentifikasi individu tertentu
(Untuk detail mengenai tujuan penggunaan cookie dan materi terkait lainnya, silakan baca "3. Tujuan penggunaan cookie" di Kebijakan Cookie ANA, dll.)
ANA tidak akan memperoleh dan menggunakan informasi pribadi yang bersifat sensitif dari pelanggan (untuk selanjutnya akan disebut sebagai "informasi sensitif"), seperti ras, agama, strata sosial, riwayat penyakit, riwayat kriminal, dan riwayat pernah menjadi korban kejahatan, kecuali apabila diwajibkan oleh hukum dan peraturan perundang-undangan atau persetujuan pelanggan telah diperoleh.
5. Perolehan Informasi Terkait Informasi Pribadi
ANA dapat menerima informasi terkait informasi pribadi tentang pelanggan secara langsung dari pelanggan atau dari pihak ketiga atau perusahaan Grup ANA. "Informasi yang berkaitan dengan informasi pribadi" dalam Bab 1 ini berarti informasi yang berkaitan dengan individu yang masih hidup yang tidak termasuk dalam informasi pribadi, informasi pribadi ber-pseudonim, atau informasi pribadi yang dianonimkan sebagaimana didefinisikan dalam Undang-Undang tentang Pelindungan Informasi Pribadi (UU No. 57 Tahun 2003) Jepang.
(Contoh informasi terkait informasi pribadi)
Detail cookie, pengidentifikasi iklan (IDFA/GAID), informasi lokasi, pengidentifikasi perangkat unik, dan alamat IP, sebagaimana tercantum dalam "(5) Data TI dan sistem, termasuk tentang penggunaan situs web dan aplikasi seluler ANA" pada "4. Perolehan informasi pribadi", yang dengan informasi tersebut ANA tidak dapat mengidentifikasi individu tertentu.
(Contoh penerimaan informasi terkait informasi pribadi)
Memperoleh pengidentifikasi iklan dari pihak ketiga atau perusahaan Grup ANA untuk distribusi iklan
Jika kami akan menghubungkan informasi terkait informasi pribadi tersebut dengan informasi pribadi pelanggan yang dimiliki oleh ANA atau perusahaan Grup ANA dan menggunakannya sebagai informasi pribadi, maka kami akan memperoleh persetujuan dari pelanggan terlebih dahulu dan menangani informasi tersebut dengan tujuan penggunaan yang ditentukan dalam "3. Tujuan penggunaan informasi pribadi", kecuali apabila kami telah menetapkan tujuan lainnya.
6. Pilihan yang dibuat pelanggan
Pada prinsipnya, ANA memperoleh informasi pribadi sesuai dengan kehendak pelanggan. Pelanggan dapat mengalami kerugian jika menolak untuk memberikan informasi pribadi, seperti tidak dapat menggunakan berbagai layanan yang disediakan oleh ANA, atau tidak dapat menerima pemberitahuan promo dan informasi ANA lainnya karena sebagian fungsi sistem ANA tidak dioperasikan dan karenanya tidak tersedia. Mohon dicatat bahwa pelanggan dapat mengubah informasi kontaknya atas dasar keputusan pelanggan ingin menerima majalah email kapan saja, dengan cara yang telah disediakan secara terpisah oleh ANA.
7. Pengungkapan dan penyediaan informasi kepada pihak ketiga
(1) Ketika ANA mengungkapkan atau memberikan informasi pribadi pelanggan kepada pihak ketiga
ANA tidak akan mengungkapkan atau menyampaikan informasi pribadi pelanggan kepada pihak ketiga manapun kecuali jika situasi berikut terjadi. Informasi pribadi pelanggan termasuk informasi sensitif tidak akan diungkapkan atau disampaikan kepada pihak ketiga dalam situasi apapun, kecuali diperbolehkan oleh hukum dan peraturan perundang-undangan atau dengan persetujuan pelanggan. Mohon diingat bahwa pemberian informasi dalam rangka penggunaan bersama dan alihdaya perusahaan (business entrustment) tidak dianggap sebagai pengungkapan atau penyediaan kepada pihak ketiga.
- Telah mendapat persetujuan dari pelanggan.
- Pengungkapan atau penyediaan diwajibkan dalam lingkup yang diperbolehkan oleh hukum dan peraturan perundang-undangan.
- Pengungkapan diperlukan untuk melindungi kehidupan, kesehatan, atau kepemilikan jika untuk mendapatkan persetujuan pelanggan dinilai sulit.
- Pengungkapan diperlukan untuk bekerja sama dengan urusan publik pemerintah pusat atau pemerintah daerah, dan apabila persetujuan pelanggan kemungkinan akan menghambat pelaksanaan urusan publik tersebut.
- Pengungkapan atau penyediaan informasi sebagai data statistik (dengan format yang tidak mengungkap identitas pelanggan).
- Penyediaan informasi sebagai hasil dari suksesi usaha karena penggabungan, pemisahan perusahaan, pengalihan usaha, atau lainnya.
- Penyediaan informasi sesuai prosedur berdasarkan hukum dan peraturan perundang-undangan, dengan ketentuan bahwa informasi berikut dapat dengan mudah diperiksa oleh pelanggan sendiri melalui situs web ANA, dsb. dan pelanggan tidak menyatakan keberatan terhadap penyediaan informasi mereka.
- Tujuan memperoleh informasi adalah untuk menyediakannya kepada pihak ketiga
- Data pribadi tertentu yang akan disediakan kepada pihak ketiga
- Cara informasi pribadi tersebut diberikan pada pihak ketiga
- Penyediaan informasi akan ditunda sesuai dengan permintaan pelanggan
- Metode penerimaan permintaan dari pelanggan
(2) Pihak ketiga kepada mereka ANA dapat mengungkapkan atau memberikan informasi pribadi pelanggan
ANA dapat mengungkapkan atau memberikan informasi pribadi pelanggan kepada kategori penerima berikut.
- Afiliasi: ANA dapat mengungkapkan atau memberikan informasi pribadi pelanggan kepada perusahaan yang termasuk dalam Grup ANA dan organisasi yang terkait dengan Grup ANA.
- Karyawan ANA: ANA dapat mengungkapkan atau memberikan informasi pribadi pelanggan kepada karyawan ANA yang berwenang dan memerlukan akses terhadap data tersebut.
- Penyedia jasa: ANA dapat mengungkapkan atau memberikan informasi pribadi pelanggan kepada penyedia layanan pihak ketiga yang memberikan layanan tertentu, seperti penyedia layanan TI (termasuk penyedia server data dan layanan cloud), penyedia layanan analitik data, penyedia layanan distribusi periklanan, dan penasihat hukum.
8. Penggunaan Bersama
ANA dapat bersama-sama menggunakan informasi pribadi pelanggan sebagai berikut.
| Lingkup entitas yang dapat bersama-sama menggunakan data | ANA Group companies/Perusahaan ANA Group (hanya dalam Bahasa Inggris) |
|---|---|
| Tujuan penggunaan data oleh pengguna |
|
| Item informasi pribadi yang akan dibagikan | Nomor keanggotaan ANA Mileage Club pelanggan, nama pelanggan, alamat, nomor telepon, nomor faks, alamat email, informasi pekerjaan (nama perusahaan, divisi/departemen tempat pelanggan bekerja, jabatan, alamat, nomor telepon, nomor faks), alamat surat, informasi paspor, informasi fisik dan medis terkait penerbangan, pembatasan diet, informasi pembayaran termasuk detail kartu kredit/debit dan metode pembayaran lainnya, detail rencana dan pengaturan perjalanan, termasuk penerbangan dengan ANA dan maskapai lainnya, akomodasi, dan pengaturan transportasi lainnya, jenis kartu keanggotaan, status keanggotaan, area keanggotaan, status mileage, nomor dan tanggal kedaluwarsa kartu kredit, riwayat penggunaan kartu kredit dan informasi terkait, kebutuhan kursi roda atau pengaturan khusus lainnya, informasi pemesanan dan pembatalan penerbangan, riwayat penggunaan penerbangan dan layanan lainnya, detail pertanyaan, permintaan, dan pengaduan yang terdapat dalam korespondensi dengan pelanggan, informasi tentang penggunaan situs web dan aplikasi seluler ANA, termasuk cookie dan log aktivitas di situs web, dll. |
| Nama, alamat, dan perwakilan dari pihak yang bert anggung jawab atas pengelolaan informasi pribadi | ANA Holdings Inc. Shiodome City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo, Jepang 105-7140 Koji Shibata, Presiden & Chief Executive Officer |
9. Alihdaya pekerjaan kepada pihak ketiga
Dalam menyediakan produk dan layanan kepada pelanggan, ANA dapat mengalihdaya sebagian kegiatan operasionalnya kepada pihak ketiga, kepada siapa informasi pribadi juga dapat diungkapkan sepanjang diperlukan untuk mencapai tujuan penggunaan. Dalam hal tersebut, ANA akan menerapkan langkah yang sesuai dalam mengelola dan mengawasi pihak ketiga tersebut demi melindungi penanganan informasi pribadi pelanggan, termasuk melakukan perjanjian tentang penanganan informasi pribadi tersebut.
10. Transfer ke luar Jepang
Tergantung pada tujuan penerbangan pelanggan, ANA dapat mentransfer informasi pribadi mereka (nama, nomor paspor, detail perjalanan, dll.) ke luar Jepang. Negara yang dilayani oleh ANA dapat dilihat di situs web ANA. Negara atau wilayah tempat tujuan transfer informasi pribadi pelanggan mungkin tidak memiliki sistem pelindungan informasi pribadi yang setara dengan Jepang.
Apabila ANA memberikan informasi pribadi pelanggan kepada pelaku usaha pihak ketiga yang berada di luar Jepang, termasuk perusahaan yang dialihdayakan pekerjaan dan mitra untuk penggunaan bersama, ANA akan melakukannya berdasarkan persetujuan pelanggan, kecuali dalam salah satu hal berikut ini:
- (1) saat pihak ketiga berada di negara yang ditentukan oleh peraturan perundang-undangan sebagai negara yang memiliki sistem pelindungan informasi pribadi yang setara dengan Jepang; atau
- (2) saat pihak ketiga memiliki sistem yang memungkinkannya secara terus-menerus mengambil langkah-langkah yang setara dengan langkah-langkah yang wajib akan diambil oleh pelaku usaha yang menangani informasi pribadi di Jepang.
Dalam hal (2) di atas, ANA akan mengambil langkah-langkah yang diperlukan dan sesuai guna memastikan bahwa pihak ketiga mengambil langkah yang sesuai tersebut secara berkelanjutan. Jika Anda ingin mengetahui detail langkah yang diambil ANA, mohon ajukan permintaan sesuai dengan "12. Permintaan tentang Penanganan Informasi Pribadi".
11. Pengelolaan informasi pribadi
Dalam menerima informasi pribadi pelanggan, ANA akan mengelola informasi tersebut dengan tepat dan mengambil langkah pengelolaan keamanan yang diperlukan guna mencegah kebocoran, kehilangan, atau perubahan data. ANA menjamin bahwa manajemen (board members) dan karyawan dilatih secara memadai terkait penanganan yang tepat guna melindungi keamanan informasi yang mengidentifikasi pribadi pelanggan. Jangka waktu penyimpanan yang sesuai untuk informasi pribadi akan ditetapkan sesuai tujuan penggunaan informasi tersebut. Setelah tujuan penggunaan informasi tercapai, ANA akan menghapus dan memusnahkan informasi tersebut dengan metode yang sesuai.
Jika Anda ingin mengetahui detail langkah pengelolaan keamanan, mohon ajukan permintaan sesuai dengan "12. Permintaan tentang Penanganan Informasi Pribadi".
- Untuk mengetahui kebijakan tindakan ANA terkait keamanan informasi, silakan merujuk pada "ANA Group Information Security/Keamanan Informasi Grup ANA (hanya dalam Bahasa Inggris)".
12. Permintaan tentang penanganan Informasi Pribadi
Jika ANA menerima permintaan dari pelanggan, yang diajukan dengan cara yang ditentukan, untuk pengungkapan, perbaikan, penghapusan, penambahan, penghentian penggunaan, pemusnahan, atau penyediaan informasi terkait langkah pelindungan informasi pribadi yang disebutkan dalam bab "10. Transfer ke luar Jepang" dan "11. Pengelolaan informasi pribadi" ("pengungkapan, dll.") sehubungan dengan informasi pribadi pelanggan yang disimpan dalam database ANA, permintaan tersebut akan ditangani sesuai dengan peraturan perundang-undangan sebagai berikut, dalam jangka waktu dan lingkup yang wajar, setelah memastikan bahwa permintaan tersebut diajukan oleh pelanggan yang bersangkutan.
(1) Permintaan pengungkapan
Item informasi pribadi, tujuan penggunaan, atau catatan mengenai penyediaan data pribadi kepada pihak ketiga akan diungkapkan sesuai dengan permintaan pelanggan.
(2) Permintaan untuk perbaikan, penghapusan, atau penambahan
Perbaikan, penghapusan, atau penambahan informasi pribadi akan dilakukan dalam lingkup yang tepat dan memungkinkan setelah penelaahan atas permintaan tersebut.
(3) Permintaan penghentian penggunaan atau pemusnahan
Penggunaan item informasi pribadi yang ditetapkan oleh pelanggan akan dihentikan dan informasi yang bersangkutan akan dimusnahkan apabila diminta, dalam lingkup yang tepat dan memungkinkan serta sesuai dengan permintaan yang diajukan. Namun, mohon diperhatikan bahwa permintaan tersebut dapat mengakibatkan pelanggan tidak dapat memperoleh layanan yang sebelumnya telah digunakan, atau dapat menghambat penyediaan layanan yang sesuai kehendak pelanggan.
(4) Permintaan pengungkapan informasi pribadi terkait langkah perlindungan informasi pribadi
Informasi berikut ini akan diberikan sesuai dengan permintaan pelanggan.
- Detail langkah pengelolaan keamanan yang diambil oleh ANA saat menerima informasi pribadi pelanggan
- Detail langkah yang diambil oleh ANA saat memberikan informasi pribadi pelanggan kepada pihak ketiga di luar Jepang (dalam keadaan "10. Transfer ke luar Jepang" (2))
ANA mungkin tidak dapat memenuhi permintaan pelanggan apabila pemenuhan permintaan tersebut secara serius berdampak pada operasi bisnis ANA, menyebabkan pelanggaran peraturan perundang-undangan, atau mengganggu pengelolaan keamanan informasi pribadi.
13. Pengajuan permintaan pengungkapan, dll.
Metode untuk mengajukan permintaan pengungkapan, dsb. atau pemberitahuan tujuan penggunaan informasi pribadi ("permintaan pengungkapan, dsb.") yang diterima ANA dari pelanggan, dan informasi kontak adalah sebagai berikut.
Permintaan untuk pengungkapan, dsb.
(1) Cara Pengajuan Permintaan
Jika Anda ingin menerima tanggapan atas permintaan pengungkapan melalui pos
Silakan mengirim dokumen yang diperlukan melalui pos ke alamat berikut.
Alamat:
Divisi Penanganan Informasi Pribadi, ALL NIPPON AIRWAYS CO., LTD.
1-331-90 Kaminoshima-cho, Nagasaki-shi, Nagasaki, 850-0078 Jepang
Jika Anda ingin menerima tanggapan atas permintaan pengungkapan dalam format berkas elektronik
Silakan kirim dokumen yang diperlukan melalui formulir web yang tercantum pada situs web ANA.
(2) Dokumen yang diperlukan
Formulir permohonan
Permintaan pelanggan untuk pengungkapan, dsb. dapat tidak diterima jika ada informasi wajib yang tidak lengkap.
Dokumen untuk konfirmasi identitas individu, dan sebagainya
- (Untuk individu)
- (1) Salinan salah satu dari berikut ini: SIM, Paspor, Kartu Nomor Individu (hanya sisi depan), Sertifikat Disabilitas Fisik, Kartu Izin Tinggal
- (Untuk kuasa/perwakilan)
Selain "(Untuk individu)," dokumen yang diuraikan dalam (1) dan (2) berikut diperlukan.- (1) Surat Kuasa (kuasa/perwakilan harus memberikan dokumen yang menyatakan pemberian kuasa atasnya)
- (2) Dokumen identitas kuasa/perwakilan (Salinan salah satu dari berikut ini: SIM, Paspor, Kartu Nomor Individu (hanya sisi depan), Sertifikat Disabilitas Fisik, Kartu Izin Tinggal)
(3) Biaya
Biaya akan dikenakan tergantung pada jenis permintaan. Untuk pengungkapan beberapa reservasi dan informasi naik pesawat, setiap penerbangan akan dihitung sebagai satu item pengungkapan. Harap diperhatikan bahwa prosedur penanganan dapat berbeda tergantung pada hukum dan peraturan perundang-undangan negara yang bersangkutan.
- Perlu dicatat bahwa konfirmasi pemesanan ANA, konfirmasi penerbangan, dan pembaruan informasi anggota ANA Mileage Club, dll. diproses melalui situs web ANA (www.ana.co.jp) atau pusat kontak telepon ANA. Permintaan hanya akan diterima apabila identitas pelanggan dapat dikonfirmasi.
14. Menonaktifkan cookie dan pengidentifikasi iklan
- (1) Menonaktifkan cookie
Silakan merujuk pada "5. Menonaktifkan Cookie" di Kebijakan Cookie ANA. - (2) Menonaktifkan pengidentifikasi iklan
ANA memperoleh dan menggunakan pengidentifikasi iklan ("Identification For Advertisers (IDFA)" untuk iOS Apple, "Google Advertising ID (GAID)" untuk Android OS Google, dll.)
Silakan atur pengaturan perangkat Anda sebagai berikut apabila Anda ingin menghentikan pendistribusian iklan dengan menggunakan pengidentifikasi iklan tersebut.
15. Perubahan Kebijakan Privasi
ANA dapat mengubah Kebijakan Privasi ini. Jika perubahan terjadi, rinciannya akan dipublikasikan pada situs ANA (www.ana.co.jp).
ALL NIPPON AIRWAYS CO., LTD.
Shinichi Inoue, Presiden C.E.O.
Shiodome-City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo 105-7140, Jepang
Chapter 2. Handling of personal data of EEA and UK residents by ANA
1. Introduction
This Chapter 2 provides additional information about the handling of personal data of customers and other individuals in the European Economic Area ("EEA") and/or the United Kingdom ("UK") in accordance with EU General Data Protection Regulation 2016/679 ("GDPR") and the UK Data Protection Act 2018 ("DPA 2018") and other national and international data protection and privacy laws in the EEA and UK (collectively, "Data Protection Laws").
Please note that the UK's laws are similar to those in the EEA, and customers from both jurisdictions have very similar rights. Accordingly, references to the GDPR in this Chapter should also be read as references to corresponding UK law.
The consent shall be given or authorized by the holder of parental responsibility in the event that a customer under the age of 16 uses ANA's service. Customer's consent to this Privacy Policy must be obtained in the event that a person such as family member applies for ANA's service on behalf of the customer.
In the event that any provisions of this Chapter 2 contradict those of Chapter 1, the provisions of this Chapter 2 shall prevail.
2. The controller of personal data
The controller of your personal data is ANA.
ANA protects personal data which is collected and used by controllers (who make decisions about how and why your personal data is used) and processors (who act on the controller's written instructions) on the basis of Data Protection Laws.
3. Our legal basis for processing personal data
ANA protects your personal data by ensuring that it can only be used to the extent necessary for specific purposes (as set out in Part 3 of Chapter 1 of this Privacy Policy) and by requiring that there is a legal basis for each processing activity on the basis of Data Protection Laws.
ANA may process customer personal data on one or more of the following legal basis:
- (1) When your consent is obtained for the processing (Article 6(1)(a) GDPR)
Consent will usually only be relied upon for promotional and marketing related processing, or in some cases, in relation to sensitive personal data. - (2) When processing is necessary in order to perform or take steps to enter into a contract (Article 6(1)(b) GDPR).
This is typically when we process customer information which is essential to providing our services, including a customer's identity, contact, payment and travel details, etc. - (3) When ANA needs to process the data to comply with a legal obligation (Article 6(1)(c)).
This includes the requirement to share personal data with customs and immigration authorities or law enforcement, as well as ANA's legal obligations towards its staff and customers. - (4) When the processing is required to protect your, or a third party's, vital interests (Article 6(1)(d)), for example in the event of a medical emergency.
- (5) When the processing of personal data is required for legitimate interests of ANA or a third party, and these interests are not overridden by your rights under Data Protection Laws (Article 6(1)(f) GDPR).
This includes the use of personal data necessary to operate ANA's business and also to maintain, develop and improve its goods and services and provide the best possible customer experience.
4. Request about processing of personal data
(1) Data Protection Laws provide you with the following legal rights:
- Request for access: You can request copies of your personal data and details of how we process it.
- Request for rectification: Rectifications to personal data will be undertaken where possible after due review of the request.
- Request for erasure: You may request that we erase all or part of the personal data we hold about you. We will consider your request and, where the personal data is no longer required or the law does not permit us to continue to retain it, we will erase it.
- Request for data portability: You can request a copy of your personal data in a structured, common, machine-readable format. This only applies to personal data which we obtain from you and process on the basis of your consent or in order to perform a contract, and which is processed by automated means.
- Objections to processing: You can object to processing which is carried out for ANA's or a third party's legitimate interests or for the purpose of direct marketing. We will cease processing customer's information unless we can prove any legitimate grounds to show that the legitimate interests override the customer's interests. If you object to direct marketing, we will cease the processing.
- Restrictions to processing: You can restrict our processing of the customers' personal data under certain circumstances. Where this applies, any processing of your personal data (other than storing it) will only be lawful with your consent or where required for legal claims, protecting certain rights or important public interest reasons.
- Withdrawal of consent: If we rely on consent to process your personal data, you have the right to withdraw that consent at any time.
Please note, the rights set out above are not absolute and do not apply in every situation. There are also legal exemptions which apply in some situations and mean a request may be refused. If the request is refused, we will inform you of the reasons for this when we respond.
Records of requests made to us will be retained so that we can demonstrate that we have complied with the legal obligations.
(2) Method for submitting a request
You can exercise your rights free of charge (except in the case of unreasonable, excessive or repeated requests in which case we may charge a fee or refuse the request). The method for submitting a request and contact information are as follows.
(Website)
Please send the required documents via the webform listed on ANA's website.
(Required documents)
(3) Responding to a request
We will respond without undue delay and usually within one month. We may, in some cases, ask for identification or (if you are making the request on behalf of a third party) proof of your authority to submit a request. If your request is particularly complex or you have made a number of requests, it may take longer to provide a detailed response. Please also bear in mind that there are exceptions to the rights above and some situations where they do not apply.
If you are not satisfied with our response to a data protection request or if you think your personal data has been mishandled, then you have the right to complain to a supervisory authority. Please see Part 9 of this Chapter 2 ("Lodging a complaint with an authority") for further details.
5. Data sharing which is necessary to provide goods or services
ANA's goods and services are provided with the assistance of other companies and organizations and often ANA will need to share personal data with third parties in order to run its business. These third parties include:
- (1) Other companies in the ANA Group
- (2) Organizations with which ANA is legally required to share personal data
including: government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. - (3) Service providers
including: subcontractor handling ANA flights, airports and airlines whom we partner with, various service providers, providers with whom we have a marketing partnership, etc.
Where ANA instructs companies, contractors or service providers to process data on its behalf, then it will ensure that it does so pursuant to a contract which meets the requirements of applicable Data Protection Laws.
6. Marketing communications
ANA sends out marketing communications from time to time to notify interested persons of news and provide details of goods and services which may be of interest to them. ANA will only do this if the recipient has consented to receive marketing or if they are an existing customer who purchased goods or services from ANA and were given the opportunity to opt-out from marketing at the time but chose not to do so.
7. Where your personal data is stored and transferred
ANA is located in Japan and many of the service providers and other organizations with whom we share your personal data will be located in jurisdictions outside the EEA and UK. It should be noted that Japan has been recognized by the European Commission as providing adequate protection for personal data.
When transferring personal data to third parties ANA will ensure that it complies with the requirements of Data Protection Laws, including the EU-Japan adequacy decision and the onward transfer requirements under the related Japanese laws. However, please note that recipients outside the EEA and UK may be subject to national laws which do not necessarily provide equivalent protection for your personal data. If you would like more information regarding where your personal data is stored and transferred, please contact ANA using the details set out in Part 13 of this Chapter 1 ("Submission of a request for disclosure, etc.").
8. Retention of personal data
ANA retains customers' personal data until the purpose of use is achieved. Particularly, ANA has set the retention period for personal data as follows. For most other personal data, the appropriate retention period will be determined based on the nature of the information and the purpose for having it by reference to legal and accounting requirements and our business needs.
- (1) Personal data of ANA Mileage Club membership
Until withdrawal of the ANA Mileage Club membership - (2) Personal data of passengers
Until completion of transportation and related services stipulated in Conditions of Carriage for Domestic Flights and Conditions of Carriage for International Flights - (3) Other personal data
Required period for the purpose which customers have consented
9. Lodging a complaint with an authority
Customers have the right to lodge a complaint on the processing of their personal data with the data protection authority having jurisdiction over their residence.
- (1) EEA residents: Please contact your national supervisory authority, details of which can be found on the European Data Protection Board's website (https://edpb.europa.eu/about-edpb/board/members_en).
- (2) UK residents: Please contact the Information Commissioner's Office (www.ico.org.uk).
10. The contact information of the controller and ANA's Data Protection Officer
Controller: ALL NIPPON AIRWAYS CO., LTD.
Address: Shiodome City Center, 1-5-2 Higashi-Shimbashi, Minato-ku, Tokyo, Japan
Data Protection Officer email: dataprotection@ana.co.jp
- Please note that this e-mail address is for data protection related matters only.
- For requests for processing of personal data (access, erasure, rectification, etc.), please refer to Part 4 of this Chapter 2 (Request about processing of personal data, (2) Method for submitting a request).
- For inquiries regarding reservations, tickets, baggage, ANA Mileage Club, services, etc., please access Contact Information in Each Region and ANA Branch Office.
- Please choose your city and language.
Chapter 3. Handling of personal information of China residents by ANA
Besides Chapter 1, Chapter 3 also applies to the handling of personal information of persons residing in the People's Republic of China (hereinafter, "China") based on China's Personal Information Protection Law and related regulations (hereinafter, "PIPL etc."). In the event that any provisions of this chapter contradict those of chapter 1, the provisions of this chapter shall prevail.
1. Introduction
A guardian's consent or permission must be obtained in the event that a customer under the age of 18 uses ANA's service. In the event that a person such as a family member applies for ANA's service on behalf of the customer, the consent of the customer (when he/she is under the age of 14, his/her guardian) to this Privacy Policy must be obtained.
2. Collection of sensitive personal information
For the purpose of use, ANA may handle personal information that can be classified as sensitive personal information under PIPL etc., such as information about one's passport, health condition, payment, or accommodations.
Since sensitive personal information can negatively affect the interests of customers if it is leaked or used unlawfully (for example, it is likely that individual dignity will be damaged or that personal safety and asset security will be put at risk), ANA will carefully manage such information and handle it in a lawful manner.
3. Retention period for personal information
ANA will retain the customer's personal information until the purpose of use is achieved. In particular, ANA sets the retention period for personal information as follows.
- (1) Personal information of ANA Mileage Club membership
Until ANA Mileage Club membership cancellation - (2) Passengers' personal information
Until the completion of transportation and related work stipulated in the Conditions of Carriage for Domestic Flights and Conditions of Carriage for International Flights - (3) Other personal information
The shortest required period for the purpose to which customers have consented
4. Technology and measure to protect customers' personal information
- (1) ANA takes security measures to protect customers' personal information from leakage, alteration or loss. Specifically, ANA takes the following measures to protect customers' personal information.
- ANA establishes and implements an internal management system and operational rules relating to the protection of personal information.
- ANA conducts classification management for personal information.
- ANA develops website with https and sets SSL encryption to secure important customers' data (credit card information, etc.) communication between the customers' web browser and the server.
- ANA uses encryption technology for protecting personal information.
- ANA allocates access rights reasonably and controls access, so that access by unauthorized persons to personal information will be prevented.
- In order to raise employee awareness of the importance of protecting personal information, ANA provides education and training on security and privacy protection.
- ANA establishes and implements emergency response plans for personal information incidents.
- (2) ANA will take all reasonable and practicable steps to ensure that no irrelevant personal information is collected. ANA will only retain customers' personal information for the shortest period of time required to achieve the purposes stated in this Privacy Policy, unless an extension of the retention period is permitted by law.
- (3) In the event of a personal information incident, ANA will promptly inform customers of the relevant circumstances of the incident in accordance with the requirements of PIPL, etc. and report to the regulatory authorities.
5. Request about handling of Personal Information
In the event that ANA receives a request regarding the personal information it holds of a customer who is a resident of China, the request will be handled in a reasonable timeframe and scope in accordance with PIPL, etc. and Chapter 1 "Part 12 Request about handling of Personal Information". In responding to the request, ANA may confirm that it was submitted by the customer himself/herself.
(1) Request for withdrawal of consent
If the handling of the customer's personal information is based on his/her consent, the customer has the right to withdraw such consent.
Personal information items designated by the customer will be deleted in accordance with the customer's request, wherever possible and appropriate.
However, please note that such deletion may prevent customers from being provided with services that they had utilized, or may impede the provision of services in accordance with their wishes.
(2) Request for interpretation/explanation of Privacy Policy
Customers have the right to ask for the interpretation/explanation of this Privacy Policy.
(3) Methods for submission of a request
Customers may submit a request by following methods.
1. Submission of a request
Website:
Please send the required documents via the webform listed on ANA's website.
2. Required documents
Application form
Documents required for confirmation of identification of individual, etc.
- (For individuals)
- (1) A Copy of one of the followings: Official ID Card with a photo, such as Driver's License, Passport, etc.
- (For representatives)
In addition to "(For individuals)," the following documents described in (1) and (2) below are required.- (1) Power of Attorney (legal representatives must provide a certifying document)
- (2) Documents to identify the representative (A Copy of one of the followings: Official ID Card with a photo, such as Driver's License, Passport, etc.)
3. Contact Desk
China
4008-82-8888
(Charged)
6. Provision to third parties and transfer outside China
When ANA provides personal information of customers to third parties (including the cases of provision due to shared use and business entrustment that involves the transfer of such information outside China), it will do so in accordance with PIPL, etc.
7. Change of purposes of use of personal information
In the case of a change to the purposes of use of personal information, ANA will announce the revised Privacy Policy in advance on ANA website (www.ana.co.jp) and ANA will use personal information in accordance with the new purposes of use of personal information after obtaining consent from customers.
8. Basic information of Controller of personal information
ALL NIPPON AIRWAYS CO., LTD.
Address: Shiodome City Center, 1-5-2 Higashi-Shimbashi, Minato-ku, Tokyo, Japan
Chapter 4. Handling of personal information of California residents by ANA
Last updated on April 1, 2026
Besides Chapter 1, Chapter 4 also shall apply to the handling of personal information of persons residing in California, United States of America based on the California Consumer Privacy Act of 2018 as amended under the California Privacy Rights Act of 2020 (hereinafter "CCPA"). In the event that any provisions of this chapter contradict those of chapter 1, the provisions of this chapter shall prevail.
The terms used in this chapter are based on the definitions provided in CCPA. For example, the term "sale" means ANA's selling, renting, releasing, disclosing, disseminating, making available, transferring, or otherwise communicating orally, in writing, or by electronic or other means, a consumer's personal information to a third party for monetary or other valuable consideration. The term "sharing" means ANA's sharing, renting, releasing, disclosing, disseminating, making available, transferring, or otherwise communicating orally, in writing, or by electronic or other means, a consumer's personal information to a third party for cross-context behavioral advertising, whether or not for monetary or other valuable consideration. However, if ANA concludes an appropriate agreement concerning the handling of personal information with a third party, the activities mentioned above are not regarded as "sale" from the perspective of CCPA.
1. Acquisition and use of personal information
Personal information collected by ANA in the preceding 12 months or likely to be collected in the future is classified as defined in the following table. ANA uses such information for the purposes set forth in Chapter 1, Part 3 (Purpose of using personal information). It will acquire such personal information directly from customers.
| Type of personal information collected | Example of personal information |
|---|---|
| Identifiers (name or symbol, etc. used to uniquely identify a particular subject) | The customer's name, address, telephone number, fax number, mailing address, email address, passport information, and ANA Mileage Club membership number (10 digit number), personal online identifier, etc. |
| Additional data subject to the California Customer Records statute (personal information categories in Cal. Civ. Code Sec. 1798.80(e)) | The customer's physical and medical information relating to flying, credit card number, and payment information including details of credit/debit card and other payment methods, etc. |
| Characteristics of protected classifications under California or federal law | The customer's dietary restrictions, etc. |
| Commercial information | The type of customer's ANA Mileage Club membership card, membership status, membership area, mileage status, credit card expiration date, usage history of credit card and related information, need for wheelchair or other special arrangement, flight reservation and cancellation information, usage history of flights and other services, details of travel plans and arrangements, including flights with ANA and other airlines, accommodations, and other transportation arrangements, information contained in correspondence with customers, details of inquiries, requests and complaints, etc. |
| Internet or other electronic network activity information | Information such as that on how customers use the ANA website and mobile application, including details on cookies, advertising identifiers (IDFA/GAID), location information, unique device identifiers, IP address, details on OS and browser type, etc., and website activity logs |
| Professional or employment-related information | Employment information (company name, division/department the customer belongs to, title, address, telephone number, fax number) and related information |
| Sensitive personal information | Passport information, information on physical condition or disease of the customer relevant to his/her boarding, the customer's dietary restrictions, the necessity to arrange for a wheelchair, and location information, etc. |
2. The disclosure of personal information
- (1) Sale of personal information
ANA does not sell customers' personal information (including personal information concerning minors) to any third parties, and has not sold the same in the past 12 months. - (2) The sharing of personal information
The types of personal information that ANA may share with third parties in the future, and the types of personal information that ANA has shared with third parties in the past 12 months and the types of third parties with whom ANA has shared personal information during the said period are shown below. ANA shares such personal information with third parties in order to conduct marketing activities (including personalized advertisements), such as provision of information on events and campaigns. ANA will not share the personal information of a customer with a third party if ANA has actual knowledge that the customer is a minor.
| Type of personal information shared | Example of personal information | Type of third party ANA shared personal information with in the past 12 months |
|---|---|---|
| Internet or other electronic network activity information | Information such as that on how customers use the ANA website and mobile application, including details on cookies, advertising identifiers (IDFA/GAID), location information, unique device identifiers, IP address, details on OS and browser type, etc., and website activity logs | Ad network |
- (3) Disclosure of personal information for business purposes
The types of customers' personal information that ANA has disclosed in the past 12 months for business purposes and the types of third parties to which such personal information has been disclosed are shown below. ANA discloses these types of personal information to third parties for the purposes specified in Chapter 1., Part 3. (Purpose of using personal information) and Part 8. (Joint use).
| Type of personal information disclosed | Example of personal information | Types of third parties to which the personal information has been disclosed in the past 12 months |
|---|---|---|
| Identifiers (name or symbol, etc. used to uniquely identify a particular subject) | The customer's name, address, telephone number, fax number, mailing address, email address, passport information, and ANA Mileage Club membership number (10 digit number), personal online identifier, etc. | Other companies in the ANA Group, subcontractor handling ANA flights, airports and airlines who we partner with, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
| Additional data subject to the California Customer Records statute (personal information categories in Cal. Civ. Code Sec. 1798.80(e)) | The customer's physical and medical information relating to flying, credit card number, and payment information including details of credit/debit card and other payment methods, etc. | Other companies in the ANA Group, subcontractor handling ANA flights, airports and airlines who we partner with, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
| Characteristics of protected classifications under California or federal law | The customer's dietary restrictions, etc. | Other companies in the ANA Group, subcontractor handling ANA flights, etc. |
| Commercial information | The type of customer's ANA Mileage Club membership card, membership status, membership area, mileage status, credit card expiration date, usage history of credit card and related information, need for wheelchair or other special arrangement, flight reservation and cancellation information, usage history of flights and other services, details of travel plans and arrangements, including flights with ANA and other airlines, accommodations, and other transportation arrangements, information contained in correspondence with customers, details of inquiries, requests and complaints, etc. | Other companies in the ANA Group, subcontractor handling ANA flights, airports and airlines who we partner with, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
| Internet or other electronic network activity information | Information such as that on how customers use the ANA website and mobile application, including details on cookies, advertising identifiers (IDFA/GAID), location information, unique device identifiers, IP address, details on OS and browser type, etc., and website activity logs | Other companies in the ANA Group, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
| Professional or employment-related information | Employment information (company name, division/department the customer belongs to, title, address, telephone number, fax number) and related information | Other companies in the ANA Group, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
| Sensitive personal information | Passport information, information on physical condition or disease of the customer relevant to his/her boarding, the customer's dietary restrictions, the necessity to arrange for a wheelchair, and location information, etc. | ANA Group companies, subcontractor handling ANA flights, airports and airlines who we partner with, various service providers, providers with whom we have a marketing partnership, government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. |
3. Sensitive personal information
ANA does not use or disclose sensitive personal information of customers for any purpose other than certain purposes permitted under the CCPA. ANA does not collect or process sensitive personal information of customers for the purpose of inferring characteristics about customers.
4. Retention of personal information
ANA retains customers' personal information until the purpose of use is achieved. Particularly, ANA has set the retention period for personal information as follows. For most other personal information, the appropriate retention period will be determined based on the nature of the information and the purpose for having it by reference to legal and accounting requirements and our business needs.
- (1) Personal information of ANA Mileage Club membership
Until withdrawal of the ANA Mileage Club membership - (2) Personal information of passengers
Until completion of transportation and related services stipulated in Conditions of Carriage for Domestic Flights and Conditions of Carriage for International Flights - (3) Other personal information
Required period for the purpose which customers have consented.
5. Request about handling of personal information
Customers residing in California have the following rights concerning their personal information:
(1) Right to know
Customers have the right to make a request to ANA for the disclosure of the following information regarding their personal information collected/used/disclosed by ANA within the 12 months before the date of request (hereinafter "Right to know"), up to twice in 12 months.
- Type of the customer's personal information collected by ANA
- Source of the collection of such personal information
- Business or commercial purposes for the collection of such personal information
- Type of third party with which such personal information has been shared
- The customer's specific personal information collected by ANA
- Type of the customer's personal information disclosed by ANA for a business purpose
- Type of third parties to which each type of such personal information has been disclosed
(2) Right to delete
Customers have the right to make a request to ANA for the deletion of their certain personal information collected by ANA (hereinafter "Right to delete").
(3) Right to correct
Customers have the right to request ANA to correct incorrect personal information held by ANA (hereinafter the "Right to correct").
(4) Right to opt-out of sharing
Customers have the right to direct ANA to cease sharing their personal information with a third party (hereinafter the "Right to opt-out of sharing").
When, among the rights set out above, exercising the right to know, the right to delete or the right to correct, please contact us using any of the following methods. Once ANA receives such a request, it will be handled according to the related laws and regulations within a reasonable timeframe and manner, after confirming, through the procedures for individual identification described below, that the request was submitted by the customer himself/herself.
1. Submission of a request
Website:
Telephone:
U.S.
1-800-235-9262
(Toll-free)
310-782-3011
(Charged)
2. Procedures for individual identification
- (For individuals)
Upon receiving a request for the exercise of the right to know, the right to delete or the right to correct, ANA will ask the customer to submit information sufficient to confirm that such request was submitted by such customer himself/herself, such as his/her name and email address, and compare the submitted information with the information held by ANA. - (For representatives)
In addition to the information required for the identification of individual in "(For individuals)," the customer needs to submit a certificate signed by him/her certifying that the representative is authorized to exercise rights on his/her behalf. In addition, ANA may ask the customer to directly contact ANA to confirm that he/she has granted the representative authority to exercise the right to know, the right to delete or the right to correct.
When, among the rights set out above, exercising the right to opt-out of sharing, please contact us using any of the following methods or through the link below. Once ANA receives such a request, it will be handled according to the related laws and regulations within a reasonable timeframe and manner.
ANA responds to an opt-out preference transmitted through the Global Privacy Control and handles it as a valid request based on the right to opt-out of sharing. Please refer to Global Privacy Control for how to set the Global Privacy Control.
As a rule, ANA will not treat customers who have submitted such requests in a discriminatory manner, such as changing their services. Even so, please note that deletion requests may prevent customers from receiving services which they have been provided with, or may impede the provision of services that are in accordance with their wishes.
6. Contact for inquiries
Website:
Telephone:
U.S.
1-800-235-9262
(Toll-free)
310-782-3011
(Charged)
Chapter 5. Handling of personal data of Thailand residents by ANA
1. Introduction
This Chapter 5 provides additional information about the collection, use, or disclosure ("processing") of personal data of customers and other individuals in the Kingdom of Thailand ("Thailand") in accordance with the Personal Data Protection Act of Thailand B.E. 2562 (A.D. 2019) ("PDPA").
If consent is required for processing of personal data relevant to the use of ANA's services of customers who are minors, quasi-incompetents or incompetents under the law of Thailand and cannot lawfully give consent by themselves, consent of the holder of parental responsibility over the child, their curators or custodians (as the case may be) shall also be obtained. If customers are under the age of 10, only consent of the holder of parental responsibility over the child shall be obtained.
If ANA is not aware that the customers are minors, quasi-incompetent persons or incompetent persons prior to the collection of their personal data, upon learning that we have collected personal data of minors without the consent of the holder of parental responsibility over the child (when it is required and the minors cannot lawfully give consent by themselves), or from quasi-incompetent persons or incompetent persons without the consent of their legal curator or custodian, we will delete the personal data at the earliest convenience unless we can rely on other legal grounds apart from consent for such processing.
The customer's consent to this Privacy Policy must be obtained in the event that a person such as family member or an agent authorized to act on its behalf applies for ANA's service on behalf of the customer.
In the event that any provisions of this Chapter 5 contradict those of Chapter 1, the provisions of this Chapter 5 shall prevail.
2. The controller of personal data
The controller of your personal data is ANA.
ANA protects personal data which is collected and used by controllers (who make decisions about how and why your personal data is used) and processors (who act on the controller's written instructions) on the basis of the PDPA.
3. Our legal basis for processing personal data
ANA protects your personal data by ensuring that it can only be used to the extent necessary for specific purposes (as set out in Part 3 of Chapter 1 of this Privacy Policy) and by requiring that there is a legal basis for each processing activity on the basis of the PDPA.
ANA may process customer personal data on one or more of the following legal basis:
- (1) When your consent is obtained for the processing (Article 19 PDPA) Consent will usually only be relied upon for promotional and marketing related processing, or in some cases, in relation to sensitive personal data.
- (2) When processing is necessary in order to perform or take steps to enter into a contract (Article 24(3) PDPA).
This is typically when we process customer's personal data which is essential to providing our services, including a customer's identity, contact, payment and travel details, etc. - (3) When ANA needs to process the personal data to comply with a legal obligation (Article 24(6) PDPA).
This includes the requirement to share personal data with customs and immigration authorities or law enforcement, as well as ANA's legal obligations towards its staff and customers. - (4) When the processing is required to protect your, or a third party's, vital interests (Article 24(2) PDPA), for example in the event of a medical emergency.
- (5) When it is in ANA's or a third party's legitimate interests to process the personal data, and these interests are not overridden by your fundamental rights regarding your personal data under the law (Article 24(5) PDPA).
This includes the use of personal data necessary to operate ANA's business and also to maintain, develop and improve its goods and services and provide the best possible customer experience to the extent permissible under the PDPA.
4. Request about processing of personal data
(1) The PDPA provides you with the following legal rights:
- Request for disclosure: You can request copies of your personal data and details of how we process it.
- Request for correction or updating: Corrections or updates to personal data will be undertaken where possible after due review of the request.
- Request for erasure: You may request that we erase, destroy or anonymize all or part of the personal data we hold about you. We will consider your request and, where the information is no longer required or the law does not permit us to continue to retain it, we will delete it.
- Transferring your personal data: You can request a copy of your personal data in a structured, common, machine-readable format. This only applies to personal data which we obtain from you and process on the basis of your consent or in order to perform a contract, and which is processed by automated means.
- Objections to processing: You can object to processing which is carried out on the basis of our or a third party's legitimate interests or for the purpose of direct marketing. We will cease processing customer's information unless we can prove a legitimate grounds to show that the legitimate interest overrides the customer's interest. If your objection is to direct marketing, we will cease the processing.
- Restrictions to processing. You can restrict our processing of the customer's personal data under certain circumstances. Where this applies, any processing of your personal data (other than storing it) will only be lawful with your consent or where required for legal claims, protecting certain rights or important public interest reasons.
- Withdrawal of consent. If we rely on consent to process your personal data, you have the right to withdraw that consent at any time. However, the withdrawal of consent shall not affect the processing of your personal data before its withdrawal to which you have given consent legally.
Please note, the rights set out above are not absolute and do not apply in every situation. There are also legal exemptions which apply in some situations and mean a request may be refused. If the request is refused, we will inform you of the reasons for this when we respond.
Records of requests made to us will be retained so that we can demonstrate that we have complied with the legal obligations.
(2) Method for submitting a request
You can exercise your rights free of charge (except in the case where expenses may be chargeable under the PDPA). The method for submitting a request and contact information are as follows.
(Website)
Please send the required documents via the webform listed on ANA's website.
(Required documents)
(3) Responding to a request
We will respond without undue delay and usually within thirty (30) days. We may, in some cases, ask for identification or (if you are making the request on behalf of a third party) proof of your authority to submit a request. If your request is particularly complex or you have made a number of requests, it may take longer to provide a detailed response. Please also bear in mind that there are exceptions to the rights above and some situations where they do not apply.
If you are not satisfied with our response to a data protection request or if you think your personal data has not been mishandled, then you have the right to file a complaint with the Personal Data Protection Committee of Thailand. Please see Part 9 of this Chapter 5 ("Lodging a complaint with an authority") for further details.
5. Data sharing which is necessary to provide goods or services
ANA's goods and services are provided with the assistance of other companies and organizations and often ANA will need to share personal data with third parties in order to run its business. These third parties include:
- (1) Other companies in the ANA Group
- (2) Organizations with which ANA is legally required to share personal data
including: government organizations, regulatory and law enforcement authorities, judicial, customs and immigration authorities, third-party organization, etc. - (3) Service providers
including: subcontractor handling ANA flights, airports and airlines who we partner with, various service providers, providers with whom we have a marketing partnership, etc.
Where ANA instructs companies, contractors or service providers to process data on its behalf, then it will ensure that it does so pursuant to a contract which meets the requirements of PDPA.
6. Marketing communications
ANA sends out marketing communications from time to time to notify interested persons of news and provide details of goods and services which may be of interest to them. ANA will only do this if the recipient has consented to receive marketing communications.
7. Where your personal data is stored and transferred
ANA is located in Japan and many of the service providers and other organizations with whom we share your personal data will be located in jurisdictions outside Thailand.
When transferring personal data to third parties, ANA will ensure that it complies with the requirements of the PDPA and related Japanese laws. However, please note that recipients outside Thailand may be subject to national laws which do not necessarily provide equivalent protection for your personal data. If you would like more information regarding where your personal data is stored and transferred please contact ANA using the details set out in Part 13 of this Chapter 1 ("Submission of a request for disclosure, etc.").
8. Retention of personal data
ANA retains customers' personal data until the purpose of use is achieved. Particularly, ANA has set the retention period for personal data as follows. For most other personal data, the appropriate retention period will be determined based on the nature of the information and the purpose for having it by reference to legal and accounting requirements and our business needs.
- (1) Personal data of ANA Mileage Club membership
Until withdrawal of the ANA Mileage Club membership - (2) Personal data of passengers
Until completion of transportation and related services stipulated in Conditions of Carriage for Domestic Flights and Conditions of Carriage for International Flights - (3) Other personal data
Required period for the purpose which customers have consented
Please note that ANA may retain your personal data for a longer period than mentioned above if it is for the purposes of the establishment or defense of legal claims or the purpose for compliance with the law.
9. Lodging a complaint with an authority
Customers have the right to lodge a complaint on the processing of their personal data with the Personal Data Protection Committee of Thailand.
10. The contact information of the controller and ANA's Data Protection Officer
Controller: ALL NIPPON AIRWAYS CO., LTD.
Address: Shiodome City Center, 1-5-2 Higashi-Shimbashi, Minato-ku, Tokyo, Japan
Data Protection Officer email: bkkpdpa@ana.co.jp
- Please note that this e-mail address is for data protection related matters only.
- For requests for processing of personal data (disclosure, erasure, correction, etc.), please refer to Part 4 of this Chapter 5 (Request about processing of personal data, (2) Method for submitting a request).
- For inquiries regarding reservations, tickets, baggage, ANA Mileage Club, services, etc., please access Contact Information in Each Region and ANA Branch Office.
- Please choose your city and language.