ANA Privacy Policy/Dasar Privasi ANA

Related Websites

"Public announcement based on each countries' legal statement": Australia, Mexico, Turkey, South Korea, Singapore, and Canada

as of April 1, 2026

Chapter 1 describes the handling of personal information as it applies to all customers. Chapter 2, Chapter 3, Chapter 4, and Chapter 5 provide region-specific information for customers who are located or reside in the European Economic Area/the United Kingdom, the People's Republic of China, the state of California of the United States, and the Kingdom of Thailand, respectively.

Klik di sini untuk Bahasa Melayu

Chapter 1. ANA's Handling of Personal Information of All Customers

1. Introduction

This Privacy Policy explains how and why the personal information of customers and other individuals obtained by ALL NIPPON AIRWAYS CO., LTD. ("ANA", "we", "our" or "us") is used. Please read this Privacy Policy carefully before providing personal information to ANA or using our products or services.

Chapter 1 of this Privacy Policy provides an overview of how we use your personal information.

Additional policies may apply to certain ANA products or services, details of which will be provided separately or in the terms of such service, etc.

For customers who reside in Japan, "personal information" in this Chapter 1 means information relating to a living individual containing (i) a name, date of birth, or other identifier or the equivalent which can be used to identify a specific individual or (ii) an individual identification code.

2. Scope of application

This Privacy Policy will apply when customers and other individuals provide personal information to ANA or use ANA's services and products.

3. Purpose of using personal information

ANA uses personal information obtained from its customers for the following purposes. However, even within the intended scope, it will not use customers' personal information in a way that may encourage or induce illegal or improper conduct.

Reservations, ticket sales, check-in, airport services, and in-flight services with regard to air transport services
Reservations, ticket sales, check-in, and airport services for interline transportation, joint acceptance of carriage, codeshare, successive carriage and consigned carriage
Service provisions for ANA Mileage Club members
Research and analysis of usage of ANA's services/products
All operations incidental or related to purposes "1." through "4." above
Implementation of questionnaires concerning service and products, etc., offered by ANA
Development of new services and products
Notification relating to services and products offered by ANA
Operation and management relating to the events and campaigns implemented by ANA, ANA Group companies, partner companies, etc.
Provision of information about the services, products, events and campaigns of ANA, ANA Group companies, partner companies, etc. as well as provision of various pieces of information through methods including direct mail, e-mail magazines, notices, and advertisements.
- Customers' personal information (analytical data, etc. such as details of the usage of services and products of ANA, ANA Group company, etc., ANA website and mobile app browsing history, etc.) may be analyzed using AI, etc. to estimate customer hobbies, tastes, purchasing trends, attributes, etc., and the results may be used for advertising distribution and marketing measures, etc. targeting the customer.
Response to inquiries and requests
- ANA may analyze customers' inquiries, requests, communications, and spoken content using AI and other technologies, and use them for customer support provided to customers.

In addition to purposes "1." through "11." above, personal information will be used for the purposes described in Chapter 1 Article 8 (Joint use) below.

4. Acquisition of personal information

ANA will obtain the following personal information by fair and appropriate means for the purpose of achieving the previously mentioned purposes.

(1) Identity, contact and payment information, etc.

The customer's name, address, telephone number, fax number, email address, employment information (company name, division/department the customer belongs to, title, address, telephone number, fax number), mailing address, passport information, physical and medical information relating to flying, dietary restrictions, payment information including details of credit/debit card and other payment methods, etc.

(2) Travel information

Details of travel plans and arrangements, including flights with ANA and other airlines, accommodations, and other transportation arrangements, etc.

(3) Information on the customer's ANA Mileage Club membership and information related to the usage of eligible services

The customer's ANA Mileage Club membership number, type of membership card, membership status, membership area, mileage status, credit card number and 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, etc.

(4) Details of enquiries and complaints to ANA

Voice recording information and other similar information that can identify a specific individual because it contains the individual's name or for other reasons

We may monitor, record, store and use any telephone, email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.

(5) IT and system data including information on the usage of the ANA website and mobile application

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, OS and browser type, etc., and website activity logs by which ANA may be able to identify a specific individual
(For details on the purpose of use of cookies and other related matters, please refer to "3. Purpose of use of cookies" in the ANA Cookie Policy, etc.)

ANA will never obtain and use information of a sensitive nature to the customer (hereinafter, "sensitive information"), such as information on race, beliefs, social standing, history of illness, crime records, and history of having been afflicted by crime, unless required by laws and regulations or the consent of the customer is obtained.

5. Acquisition of Information Related to Personal Information

ANA may receive information related to personal information about customers directly from customers or from third parties or ANA Group companies. "Information related to personal information" in this Chapter 1 means information relating to a living individual which doesn't fall under personal information, pseudonymized personal information or anonymized personal information defined in the Act on the Protection of Personal Information (Act No. 57 of 2003) of Japan.

(Example of information related to personal information)

Details on cookies, advertising identifiers (IDFA/GAID), location information, unique device identifiers and IP address, as listed in "(5) IT and system data including information on the usage of the ANA website and mobile application" of "4. Acquisition of personal information", by which ANA cannot identify a specific individual.

(Example of receiving information related to personal information)

Obtaining advertising identifiers from third parties or ANA Group companies for advertising distribution
If we will link such information related to personal information to customer personal information held by ANA or an ANA Group company and use it as personal information, then we will obtain the consent of the customer in advance and handle the information appropriately in accordance with the purpose of use specified in "3. Purpose of using personal information" unless we have specified another purpose.

6. Choice by the customer

As a rule, ANA obtains personal information in accordance with the customer's intention. Customers may experience disadvantages if they refuse to provide their personal information, such as being unable to make use of the various services provided by ANA, or being unable to receive campaign notices and other ANA information because a part of the functions of ANA's system become inoperable and thereby unavailable. Please note that customers may change their contact information as well as their decision on whether or not they wish to receive email magazines at any time they wish, in a manner designated separately by ANA.

7. Disclosure and provision of information to a third party

(1) When ANA discloses or provides customers' personal information to third parties

ANA will not disclose or provide customer's personal information to any third parties except under the following circumstances. Also, customers' personal information including sensitive information will not be disclosed or provided to third parties under any circumstances, unless allowed by laws and regulations or by consent of the customer. Note that provision of information based on joint use and business entrustment are not deemed to constitute disclosure or provision to third parties.

Customer consent has been obtained.
Disclosure or provision is required within the scope allowed by laws or regulations.
Disclosure is required to protect human life, health, or property in cases where obtaining customer consent is difficult.
Disclosure is required to cooperate with the public affairs of national or local governments, and when obtaining customer consent is likely to hinder the administration of public affairs.
Disclosure or provision of information as statistical data (in a format that does not disclose the customer's identity).
Provision of information as a result of the succession of business due to a merger, company split, transfer of business or otherwise.
Provision of information in accordance with procedures based on laws and regulations, under the condition that the following information can be easily checked by the customers themselves through the ANA website, etc., and that the customers have not declared their wish to refuse provision of their information.

The purpose of obtaining information is to provide such information to a third party
Specific personal data items to be provided to a third party
The means by which such personal information is provided to a third party
Provisions of information will be suspended upon the customers' request
Methods for accepting requests from customers

(2) Third parties to which ANA may disclose or provide customers' personal information

ANA may disclose or provide customers' personal information to the following categories of recipients.

Affiliates: ANA may disclose or provide customers' personal information to companies belonging to the ANA Group and organizations related to the ANA Group.
ANA's employees: ANA may disclose or provide customers' personal information to the ANA's employees who are authorized and who have a need to access such data.
Service providers: ANA may disclose or provide customers' personal information to third-party service providers that perform certain services, such as IT service providers (including data server and cloud service providers), data analytics service providers, advertising distribution service providers and legal advisors.

8. Joint use

ANA may share customer's personal information as follows.

Scope of entities that jointly use data	ANA Group companies
Purpose of using data by the users	(1) For provision of air transportation services, travel services including tours and hotels, and other products/services handled by ANA or companies that jointly use data (2) For sending of direct mail and information on products/services, and distribution of questionnaire(s) to customers, etc. by the Company or companies that jointly use data (3) For sales analysis, other research/studies, and development of new products/services, etc. by ANA or companies that jointly use data (4) For delivery and transfer of data when we receive inquiries, application for use or other offers from customers regarding products/services provided by ANA or companies that jointly use data (5) For appropriate and smooth fulfillment of other transactions with customers by ANA or companies that jointly use data (6) For business management/internal management by the ANA Group
Items of personal information to be shared	The customer's ANA Mileage Club membership number, the customer's name, address, telephone number, fax number, email address, employment information (company name, division/department the customer belongs to, title, address, telephone number, fax number), mailing address, passport information, physical and medical information relating to flying, dietary restrictions, payment information including details of credit/debit card and other payment methods, details of travel plans and arrangements, including flights with ANA and other airlines, accommodations, and other transportation arrangements, type of membership card, membership status, membership area, mileage status, credit card number and 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 enquiries, requests and complaints contained in correspondence with customers, information on the use of ANA website and mobile application, including cookie and activity logs on the website, etc.
Name, address, and representative of the party responsible for management of personal information	ANA Holdings Inc. Shiodome City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo, Japan 105-7140 Koji Shibata, President & Chief Executive Officer

9. Business entrustment

In providing products and services to customers, ANA may entrust a part of its business operations to third parties to which personal information may also be disclosed to the extent required to achieve the purpose of use. In these cases, ANA will implement appropriate measures in managing and supervising such third parties to safeguard the handling of customers' personal information, including executing agreements on the handling of such personal information.

10. Transfer to outside of Japan

Depending on customers' flight destinations, ANA may transfer their personal information (name, passport number, and travel details, etc.) to outside of Japan. The countries served by ANA can be found on ANA's website. The countries or regions to which customers' personal information is transferred may not have a system for personal information protection equivalent to that of Japan.

If ANA provides customers' personal information to third party business operators outside of Japan, including entrusted companies and partners for joint use, ANA will do so based on customer consent, except in either of the following cases:

when the third party is located in a country specified by laws and regulations as one that has a personal information protection system equivalent to Japan's; or
when the third party has a system in place where it can continuously take measures corresponding to those that business operators handling personal information in Japan should take.

In the case of "2." above, ANA will take necessary and appropriate measures to ensure that the third party takes the corresponding measures on an ongoing basis. If you wish to know the details of ANA's measures, please make a request in accordance with "12. Request about handling of Personal Information".

11. Management of personal information

In receiving customers' personal information, ANA will manage such information appropriately and take necessary safety management measures to prevent leaks, loss, or alterations. ANA ensures that the board members and employees are properly trained regarding appropriate handling to safeguard the security of information identifying individual customers. An appropriate retention period for personal information will be established in accordance with the purpose for which such information is used. After the purpose of the information has been achieved, ANA will dispose of the information in question by appropriate methods.
If you wish to know the details of the safety management measures, please make a request in accordance with "12. Request about handling of Personal Information".

For ANA's action policy for information security, please refer to "ANA Group Information Security".

12. Request about handling of Personal Information

If ANA receives a request from a customer, submitted in the manner specified, for the disclosure, correction, deletion, addition, discontinuance of use, erasure, or information provision concerning the personal information protection measures referred to in "10. Transfer to outside of Japan" and "11. Management of personal information" ("disclosure, etc.") with regard to the customer's personal information stored in a database held by ANA, the request will be handled according to the laws and regulations as follows, within a reasonable timeframe and scope, after confirming that the request was submitted by the customer themselves.

(1) Request for disclosure

Personal information items, purpose of use, or records on the provision of personal data to third parties will be disclosed in accordance with the customers' request.

(2) Request for correction, deletion, or addition

Correction, deletion, or addition of personal information will be undertaken within appropriate and possible scope after due review of the request.

(3) Request for discontinuance or erasure

The use of personal information items designated by the customer will be discontinued, and the relevant information will be erased if so desired, within appropriate and possible scope and in accordance with the submitted request. However, please note that such requests may prevent customers from being provided with services that they had utilized, or may impede the provision of services in accordance with their wishes.

(4) Request for information provision concerning personal information protection measures

The following information will be provided in accordance with the customer's request.

Details of the safety management measures taken by ANA in receiving customers' personal information
Details of the measures taken by ANA when providing customers' personal information to third parties outside of Japan (in the case of "10. Transfer to outside of Japan ‘2.'")

ANA may not be able to fulfill the customers' requests if compliance with such requests would seriously impact ANA's business operations, result in a violation of laws and regulations, or disrupt the safety management of personal information.

13. Submission of a request for disclosure, etc.

The method for submitting a request for disclosure, etc. or notification of purpose of use of personal information ("requests for disclosure, etc.") received by ANA from customers, and contact information are as follows.

Request for disclosure, etc.

(1) Method for submitting a request

If you wish to receive response to your disclosure request by mail

Please send the required documents by postal mail to the address below.
Address:
Personal Information Handling Desk, ALL NIPPON AIRWAYS CO., LTD
1-331-90 Kaminoshima-cho, Nagasaki-shi, Nagasaki, 850-0078 Japan

If you wish to receive response to your disclosure request by electronic file format

Please send the required documents via the webform listed on ANA's website.

ANA's website

(2) Required documents

Application form

Form for request

Customer requests for disclosure, etc., may not be accepted if any of the required information is missing.

Documents required for confirmation of identification of individual, etc.

(For individuals)
- (1) A Copy of one of the followings: Driver's License, Passport, Individual Number Card (front side only), Physical Disability Certificate, Resident Card
(For representatives)
In addition to "(For individuals)," the following documents described in (1) and (2) 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: Driver's License, Passport, Individual Number Card (front side only), Physical Disability Certificate, Resident Card)

(3) Fee

A fee will be charged depending on type of request. For disclosure of multiple reservations and boarding information, each flight will be counted as one item of disclosure. Please note that handling procedures may differ depending on the laws and regulations of the relevant country.

Please note that ANA reservation confirmations, boarding confirmations and update on ANA Mileage Club member information, etc. are handled on the ANA website (www.ana.co.jp) or at the ANA telephone contact center. Requests will only be accepted if customer identification can be confirmed.

14. Disabling cookies and advertising identifiers

(1) Disabling cookies
Please refer to "5. Disabling Cookies" in the ANA Cookie Policy.
(2) Disabling advertising identifiers
ANA acquires and uses advertising identifiers ("Identification For Advertisers (IDFA)" for Apple's iOS, "Google Advertising ID (GAID)" for Google's Android OS, etc.)
Please configure your device settings as follows if you wish to cease the distribution of advertisements using such advertising identifiers.

iOS (external website)
Android (external website)

15. Modification of the Privacy Policy

ANA may make modifications to this Privacy Policy. If modifications are made, details will be posted on the ANA website (www.ana.co.jp).

ALL NIPPON AIRWAYS CO., LTD.
Juichi Hirasawa, President C.E.O.
Shiodome-City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo 105-7140, Japan

Bab 1. Pengendalian ANA mengenai Maklumat Peribadi Semua Pelanggan

1. Pengenalan

Dasar Privasi ini menjelaskan bagaimana dan mengapa maklumat peribadi pelanggan dan individu lain yang diperoleh oleh ALL NIPPON AIRWAYS CO., LTD. ("ANA" atau "kami") digunakan. Sila baca Dasar Privasi ini dengan teliti sebelum memberikan maklumat peribadi kepada ANA atau menggunakan produk atau perkhidmatan kami.

Bab 1 Dasar Privasi ini memberikan gambaran keseluruhan tentang bagaimana kami menggunakan maklumat peribadi anda.

Dasar tambahan mungkin terpakai kepada produk atau perkhidmatan ANA tertentu, yang butirannya akan diberikan secara berasingan atau dalam terma perkhidmatan tersebut, dan sebagainya.

Bagi pelanggan yang menetap di Jepun, "maklumat peribadi" dalam Bab 1 ini bermaksud maklumat yang berkaitan dengan individu yang hidup yang mengandungi (i) nama, tarikh lahir, atau pengecam lain atau yang setara dengan yang boleh digunakan untuk mengenal pasti individu tertentu atau (ii) kod pengenalan individu.

2. Skop permohonan

Dasar Privasi ini akan terpakai apabila pelanggan dan individu lain memberikan maklumat peribadi kepada ANA atau menggunakan perkhidmatan dan produk ANA.

3. Tujuan penggunaan maklumat peribadi

ANA menggunakan maklumat peribadi yang diperoleh daripada pelanggannya bagi tujuan-tujuan berikut. Walau bagaimanapun, walaupun dalam skop yang dimaksudkan, ia tidak akan menggunakan maklumat peribadi pelanggan dengan cara yang boleh menggalakkan atau mendorong perlakuan yang menyalahi undang-undang atau tidak wajar.

Tempahan, jualan tiket, daftar masuk, perkhidmatan lapangan terbang dan perkhidmatan dalam penerbangan berkenaan dengan perkhidmatan pengangkutan udara
Tempahan, jualan tiket, daftar masuk dan perkhidmatan lapangan terbang bagi pengangkutan antara talian, penerimaan bersama pengangkutan, perkongsian kod, pengangkutan berturut-turut dan pengangkutan yang dikonsainkan
Penyediaan perkhidmatan bagi ahli ANA Mileage Club
Penyelidikan dan analisis penggunaan perkhidmatan/produk ANA
Semua operasi sampingan atau berkaitan dengan tujuan-tujuan "1." hingga "4." di atas
Pelaksanaan soal selidik mengenai perkhidmatan dan produk, dan sebagainya, yang ditawarkan oleh ANA
Pembangunan perkhidmatan dan produk baharu
Pemberitahuan berkaitan dengan perkhidmatan dan produk yang ditawarkan oleh ANA
Operasi dan pengurusan yang berkaitan dengan acara dan kempen yang dilaksanakan oleh ANA, syarikat Kumpulan ANA, syarikat rakan kongsi, dan sebagainya.
Penyediaan maklumat mengenai perkhidmatan, produk, acara dan kempen ANA, syarikat Kumpulan ANA, syarikat rakan kongsi, dan sebagainya, serta penyediaan pelbagai maklumat melalui kaedah termasuk mel langsung, majalah e-mel, notis dan iklan.
- Maklumat peribadi pelanggan (data analisis, dan sebagainya, seperti butiran penggunaan perkhidmatan dan produk ANA, syarikat Kumpulan ANA, dan sebagainya, sejarah pelayaran laman web dan aplikasi mudah alih ANA dan sebagainya) boleh dianalisis menggunakan AI, dan sebagainya untuk menganggarkan hobi, cita rasa, trend pembelian, atribut, dan sebagainya, dan hasilnya boleh digunakan untuk pengedaran iklan dan langkah pemasaran, dan sebagainya yang menyasarkan pelanggan.
Respons kepada pertanyaan dan permintaan
- ANA boleh menganalisis pertanyaan, permintaan, komunikasi dan kandungan pertuturan pelanggan menggunakan AI dan teknologi lain, dan menggunakannya untuk sokongan pelanggan yang diberikan kepada pelanggan.

Sebagai tambahan kepada tujuan-tujuan "1." hingga "11." di atas, maklumat peribadi akan digunakan untuk tujuan-tujuan yang diterangkan dalam Bab 1 Artikel 8 (Penggunaan bersama) di bawah.

4. Pemerolehan maklumat peribadi

ANA akan memperoleh maklumat peribadi berikut dengan cara yang adil dan sesuai untuk mencapai tujuan yang dinyatakan sebelum ini.

(1) Maklumat identity, hubungan dan pembayaran, dan sebagainya.

Nama pelanggan, alamat, nombor telefon, nombor faks, alamat e-mel, maklumat pekerjaan (nama syarikat, bahagian/jabatan pelanggan, jawatan, alamat, nombor telefon, nombor faks), alamat surat-menyurat, maklumat pasport, maklumat fizikal dan perubatan yang berkaitan dengan penerbangan, sekatan pemakanan, maklumat pembayaran termasuk butiran kad kredit/debit dan kaedah pembayaran lain, dan sebagainya.

(2) Maklumat perjalanan

Butiran rancangan dan pengaturan perjalanan, termasuk penerbangan dengan ANA dan syarikat penerbangan lain, penginapan dan pengaturan pengangkutan lain, dan sebagainya.

(3) Maklumat mengenai keahlian ANA Mileage Club pelanggan dan maklumat yang berkaitan dengan penggunaan perkhidmatan yang layak

Nombor keahlian ANA Mileage Club pelanggan, jenis kad keahlian, status keahlian, kawasan keahlian, status perbatuan, nombor kad kredit dan tarikh tamat tempoh, sejarah penggunaan kad kredit dan maklumat berkaitan, keperluan kerusi roda atau pengaturan khas lain, maklumat tempahan dan pembatalan penerbangan, sejarah penggunaan penerbangan dan perkhidmatan lain, dan sebagainya.

(4) Butiran pertanyaan dan aduan kepada ANA

Maklumat rakaman suara dan maklumat lain yang serupa yang boleh mengenal pasti individu tertentu kerana ia mengandungi nama individu atau atas sebab lain

Kami boleh memantau, merekod, menyimpan dan menggunakan sebarang telefon, e-mel atau komunikasi lain dengan anda untuk menyemak sebarang arahan yang diberikan kepada kami, untuk tujuan latihan, untuk pencegahan jenayah dan untuk meningkatkan kualiti perkhidmatan pelanggan kami.

(5) Data IT dan sistem termasuk maklumat mengenai penggunaan laman web dan aplikasi mudah alih ANA

Maklumat seperti cara pelanggan menggunakan laman web dan aplikasi mudah alih ANA, termasuk butiran mengenai kuki, pengecam pengiklanan (IDFA/GAID), maklumat lokasi, pengecam peranti unik, alamat IP, OS dan jenis penyemak imbas, dan sebagainya, dan log aktiviti laman web yang ANA mungkin dapat mengenal pasti individu tertentu
(Untuk butiran mengenai tujuan penggunaan kuki dan perkara lain yang berkaitan, sila rujuk "3. Tujuan penggunaan kuki" dalam Dasar Kuki ANA, dan sebagainya; Bahasa Inggeris sahaja)

ANA tidak akan memperoleh dan menggunakan maklumat yang bersifat sensitif kepada pelanggan (selepas ini, "maklumat sensitif"), seperti maklumat mengenai bangsa, kepercayaan, kedudukan sosial, sejarah penyakit, rekod jenayah, dan sejarah menjadi mangsa jenayah, melainkan dikehendaki oleh undang-undang dan peraturan atau persetujuan pelanggan diperoleh.

5. Pemerolehan Maklumat Berkaitan Maklumat Peribadi

ANA boleh menerima maklumat yang berkaitan dengan maklumat peribadi tentang pelanggan secara langsung daripada pelanggan atau daripada pihak ketiga atau syarikat Kumpulan ANA. "Maklumat yang berkaitan dengan maklumat peribadi" dalam Bab 1 ini bermaksud maklumat yang berkaitan dengan individu yang masih hidup yang tidak termasuk dalam maklumat peribadi, maklumat peribadi yang disamarkan atau maklumat peribadi tanpa nama yang ditakrifkan dalam Akta Perlindungan Maklumat Peribadi (Akta No. 57 tahun 2003) Jepun.

(Contoh maklumat yang berkaitan dengan maklumat peribadi)

Butiran mengenai kuki, pengecam pengiklanan (IDFA/GAID), maklumat lokasi, pengecam peranti unik dan alamat IP, seperti yang disenaraikan dalam "(5) Data IT dan sistem termasuk maklumat mengenai penggunaan laman web dan aplikasi mudah alih ANA" daripada "4. Pemerolehan maklumat peribadi", di mana ANA tidak dapat mengenal pasti individu tertentu.

(Contoh menerima maklumat yang berkaitan dengan maklumat peribadi)

Pemerolehan pengecam pengiklanan daripada pihak ketiga atau syarikat Kumpulan ANA untuk pengedaran pengiklanan
Jika kami akan memautkan maklumat yang berkaitan dengan maklumat peribadi kepada maklumat peribadi pelanggan yang disimpan oleh ANA atau syarikat Kumpulan ANA dan menggunakannya sebagai maklumat peribadi, maka kami akan mendapatkan persetujuan pelanggan terlebih dahulu dan mengendalikan maklumat tersebut dengan sewajarnya mengikut tujuan penggunaan yang dinyatakan dalam "3. Tujuan penggunaan maklumat peribadi" melainkan kami telah menentukan tujuan lain.

6. Pilihan oleh pelanggan

Sebagai peraturan, ANA memperoleh maklumat peribadi selaras dengan niat pelanggan. Pelanggan mungkin mengalami keburukan jika mereka enggan memberikan maklumat peribadi mereka, seperti tidak dapat menggunakan pelbagai perkhidmatan yang disediakan oleh ANA, atau tidak dapat menerima notis kempen dan maklumat ANA lain kerana sebahagian daripada fungsi sistem ANA menjadi tidak boleh beroperasi dan dengan itu tidak tersedia. Sila ambil perhatian bahawa pelanggan boleh menukar maklumat hubungan mereka serta keputusan mereka sama ada mereka ingin menerima majalah e-mel atau tidak pada bila-bila masa yang mereka ingini, dengan cara yang ditetapkan secara berasingan oleh ANA.

7. Penzahiran dan penyediaan maklumat kepada pihak ketiga

(1) Apabila ANA menzahirkan atau memberikan maklumat peribadi pelanggan kepada pihak ketiga

ANA tidak akan menzahirkan atau memberikan maklumat peribadi pelanggan kepada mana-mana pihak ketiga kecuali dalam keadaan-keadaan berikut. Selain itu, maklumat peribadi pelanggan termasuk maklumat sensitif tidak akan dizahirkan atau diberikan kepada pihak ketiga dalam apa jua keadaan, melainkan dibenarkan oleh undang-undang dan peraturan atau dengan persetujuan pelanggan. Sila ambil perhatian bahawa penyediaan maklumat berdasarkan penggunaan bersama dan amanah perniagaan tidak dianggap sebagai penzahiran atau penyediaan kepada pihak ketiga.

Persetujuan pelanggan telah diperoleh.
Penzahiran atau penyediaan diperlukan dalam skop yang dibenarkan oleh undang-undang atau peraturan.
Penzahiran diperlukan untuk melindungi nyawa, kesihatan atau harta manusia dalam kes di mana mendapatkan persetujuan pelanggan adalah sukar.
Penzahiran diperlukan untuk bekerjasama dengan urusan awam kerajaan negara atau tempatan, dan apabila mendapatkan persetujuan pelanggan berkemungkinan menghalang pentadbiran urusan awam.
Penzahiran atau penyediaan maklumat sebagai data statistik (dalam format yang tidak menzahirkan identiti pelanggan).
Penyediaan maklumat akibat daripada penggantian perniagaan disebabkan oleh penggabungan, pemecahan syarikat, pemindahan perniagaan atau sebaliknya.
Penyediaan maklumat selaras dengan prosedur berdasarkan undang-undang dan peraturan, dengan syarat bahawa maklumat berikut boleh disemak dengan mudah oleh pelanggan sendiri melalui laman web ANA, dan sebagainya, dan bahawa pelanggan tidak memberikan deklarasi mereka untuk menolak penyediaan maklumat mereka.

Tujuan memperoleh maklumat adalah untuk memberikan maklumat tersebut kepada pihak ketiga
Item data peribadi khusus yang akan diberikan kepada pihak ketiga
Cara maklumat peribadi tersebut diberikan kepada pihak ketiga
Penyediaan maklumat akan digantung atas permintaan pelanggan
Kaedah untuk menerima permintaan daripada pelanggan

(2) Pihak ketiga yang kepadanya ANA boleh menzahirkan atau memberikan maklumat peribadi pelanggan

ANA boleh menzahirkan atau memberikan maklumat peribadi pelanggan kepada kategori penerima berikut.

Syarikat sekutu: ANA boleh menzahirkan atau memberikan maklumat peribadi pelanggan kepada syarikat yang tergolong dalam Kumpulan ANA dan organisasi yang berkaitan dengan Kumpulan ANA.
Pekerja ANA: ANA boleh menzahirkan atau memberikan maklumat peribadi pelanggan kepada pekerja ANA yang diberi kuasa dan yang mempunyai keperluan untuk mengakses data tersebut.
Pembekal perkhidmatan: ANA boleh menzahirkan atau memberikan maklumat peribadi pelanggan kepada pembekal perkhidmatan pihak ketiga yang melaksanakan perkhidmatan tertentu, seperti pembekal perkhidmatan IT (termasuk pembekal pelayan data dan perkhidmatan awan), pembekal perkhidmatan analisis data, pembekal perkhidmatan pengedaran pengiklanan dan penasihat undang-undang.

8. Penggunaan bersama

ANA boleh berkongsi maklumat peribadi pelanggan seperti berikut.

Skop entiti yang menggunakan data secara bersama	Syarikat Kumpulan ANA (Bahasa Inggeris sahaja)
Tujuan penggunaan data oleh pengguna	(1) Untuk penyediaan perkhidmatan pengangkutan udara, perkhidmatan perjalanan termasuk lawatan dan hotel, dan produk/perkhidmatan lain yang dikendalikan oleh ANA atau syarikat yang menggunakan data secara bersama (2) Untuk penghantaran mel langsung dan maklumat mengenai produk/perkhidmatan, dan pengedaran soal selidik kepada pelanggan, dan sebagainya oleh Syarikat atau syarikat yang menggunakan data secara bersama (3) Untuk analisis jualan, penyelidikan/kajian lain, dan pembangunan produk/perkhidmatan baharu, dan sebagainya oleh ANA atau syarikat yang menggunakan data secara bersama (4) Untuk penghantaran dan pemindahan data apabila kami menerima pertanyaan, permohonan untuk penggunaan atau tawaran lain daripada pelanggan mengenai produk/perkhidmatan yang diberikan oleh ANA atau syarikat yang menggunakan data secara bersama (5) Untuk pemenuhan transaksi lain dengan pelanggan secara sesuai dan lancar oleh ANA atau syarikat yang menggunakan data secara bersama (6) Untuk pengurusan perniagaan/pengurusan dalaman oleh Kumpulan ANA
Item maklumat peribadi yang akan dikongsi	Nombor keahlian ANA Mileage Club pelanggan, nama pelanggan, alamat, nombor telefon, nombor faks, alamat e-mel, maklumat pekerjaan (nama syarikat, bahagian/jabatan pelanggan, jawatan, alamat, nombor telefon, nombor faks), alamat surat-menyurat, maklumat pasport, maklumat fizikal dan perubatan yang berkaitan dengan penerbangan, sekatan diet, maklumat pembayaran termasuk butiran kad kredit/debit dan kaedah pembayaran lain, butiran rancangan dan pengaturan perjalanan, termasuk penerbangan dengan ANA dan syarikat penerbangan lain, penginapan dan pengaturan pengangkutan lain, jenis kad keahlian, status keahlian, kawasan keahlian, status perbatuan, nombor kad kredit dan tarikh tamat tempoh, sejarah penggunaan kad kredit dan maklumat berkaitan, keperluan kerusi roda atau pengaturan khas lain, maklumat tempahan dan pembatalan penerbangan, sejarah penggunaan penerbangan dan perkhidmatan lain, butiran pertanyaan, permintaan dan aduan yang terkandung dalam surat-menyurat dengan pelanggan, maklumat mengenai penggunaan laman web dan aplikasi mudah alih ANA, termasuk kuki dan log aktiviti di laman web, dan sebagainya.
Nama, alamat, dan wakil pihak yang bertanggungjawab untuk pengurusan maklumat peribadi	ANA Holdings Inc. Shiodome City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo, Japan 105-7140 Koji Shibata, President & Chief Executive Officer

9. Amanah perniagaan

Dalam menyediakan produk dan perkhidmatan kepada pelanggan, ANA boleh mengamanahkan sebahagian daripada operasi perniagaannya kepada pihak ketiga yang kepadanya maklumat peribadi juga boleh dizahirkan setakat yang diperlukan untuk mencapai tujuan penggunaan. Dalam kes ini, ANA akan melaksanakan langkah-langkah yang sesuai dalam mengurus dan menyelia pihak ketiga tersebut untuk melindungi pengendalian maklumat peribadi pelanggan, termasuk melaksanakan perjanjian mengenai pengendalian maklumat peribadi tersebut.

10. Pemindahan ke luar Jepun

Bergantung kepada destinasi penerbangan pelanggan, ANA boleh memindahkan maklumat peribadi mereka (nama, nombor pasport dan butiran perjalanan, dan sebagainya) ke luar Jepun. Negara-negara yang dilayan oleh ANA boleh didapati di laman web ANA. Negara atau wilayah yang kepadanya maklumat peribadi pelanggan dipindahkan mungkin tidak mempunyai sistem perlindungan maklumat peribadi yang setara dengan Jepun.

Jika ANA memberikan maklumat peribadi pelanggan kepada pengendali perniagaan pihak ketiga di luar Jepun, termasuk syarikat dan rakan kongsi yang diamanahkan untuk penggunaan bersama, ANA akan berbuat demikian berdasarkan persetujuan pelanggan, kecuali dalam salah satu kes berikut:

apabila pihak ketiga terletak di negara yang ditentukan oleh undang-undang dan peraturan sebagai mempunyai sistem perlindungan maklumat peribadi yang setara dengan Jepun; atau
apabila pihak ketiga mempunyai sistem di mana ia boleh mengambil langkah yang sepadan secara berterusan dengan yang perlu diambil oleh pengendali perniagaan yang mengendalikan maklumat peribadi di Jepun.

Dalam kes "2." di atas, ANA akan mengambil langkah yang perlu dan sesuai untuk memastikan bahawa pihak ketiga mengambil langkah yang sepadan secara berterusan. Jika anda ingin mengetahui butiran langkah ANA, sila buat permintaan mengikut "12. Permintaan mengenai pengendalian Maklumat Peribadi".

11. Pengurusan maklumat peribadi

Dalam menerima maklumat peribadi pelanggan, ANA akan mengurus maklumat tersebut dengan sewajarnya dan mengambil langkah pengurusan keselamatan yang perlu untuk mencegah kebocoran, kehilangan atau perubahan. ANA memastikan bahawa ahli lembaga dan pekerja dilatih dengan sewajarnya mengenai pengendalian yang sesuai untuk melindungi keselamatan maklumat yang mengenal pasti pelanggan individu. Tempoh penyimpanan yang sesuai untuk maklumat peribadi akan ditetapkan mengikut tujuan maklumat tersebut digunakan. Selepas tujuan maklumat telah dicapai, ANA akan melupuskan maklumat berkenaan dengan kaedah yang sesuai.
Jika anda ingin mengetahui butiran langkah pengurusan keselamatan, sila buat permintaan mengikut "12. Permintaan mengenai pengendalian Maklumat Peribadi".

Untuk dasar tindakan ANA untuk keselamatan maklumat, sila rujuk "Keselamatan Maklumat Kumpulan ANA".( Bahasa Inggeris sahaja)

12. Permintaan mengenai pengendalian Maklumat Peribadi

Jika ANA menerima permintaan daripada pelanggan, yang dikemukakan dengan cara yang ditentukan, untuk penzahirhan, pembetulan, pemadaman, penambahan, pemberhentian penggunaan, penghapusan, atau penyediaan maklumat mengenai langkah perlindungan maklumat peribadi yang dirujuk dalam "10. Pemindahan ke luar Jepun" dan "11. Pengurusan maklumat peribadi" ("penzahiran, dan sebagainya") berhubung dengan maklumat peribadi pelanggan yang disimpan dalam pangkalan data yang disimpan oleh ANA, permintaan tersebut akan dikendalikan mengikut undang-undang dan peraturan seperti berikut, dalam jangka masa dan skop yang munasabah, selepas mengesahkan bahawa permintaan tersebut dikemukakan oleh pelanggan sendiri.

(1) Permintaan untuk penzahiran

Item maklumat peribadi, tujuan penggunaan, atau rekod mengenai penyediaan data peribadi kepada pihak ketiga akan dizahirkan mengikut permintaan pelanggan.

(2) Permintaan untuk pembetulan, penghapusan atau penambahan

Pembetulan, pemadaman atau penambahan maklumat peribadi akan dilaksanakan dalam skop yang sesuai dan boleh dilaksanakan selepas semakan sewajarnya terhadap permintaan tersebut.

(3) Permintaan untuk pemberhentian atau penghapusan

Penggunaan item maklumat peribadi yang ditetapkan oleh pelanggan akan diberhentikan, dan maklumat berkaitan akan dihapuskan jika dikehendaki sedemikian, dalam skop yang sesuai dan boleh dilaksanakan serta mengikut permintaan yang dikemukakan. Walau bagaimanapun, sila ambil perhatian bahawa permintaan tersebut mungkin menghalang pelanggan daripada diberikan perkhidmatan yang telah mereka gunakan, atau mungkin menghalang penyediaan perkhidmatan mengikut kehendak mereka.

(4) Permintaan untuk pemberian maklumat mengenai langkah perlindungan maklumat peribadi

Maklumat berikut akan diberikan mengikut permintaan pelanggan.

Butiran langkah pengurusan keselamatan yang diambil oleh ANA dalam menerima maklumat peribadi pelanggan
Butiran langkah yang diambil oleh ANA apabila memberikan maklumat peribadi pelanggan kepada pihak ketiga di luar Jepun (dalam kes "10. Pemindahan ke luar Jepun '2.'")

ANA mungkin tidak dapat memenuhi permintaan pelanggan jika pematuhan terhadap permintaan tersebut akan memberi kesan serius kepada operasi perniagaan ANA, mengakibatkan pelanggaran undang-undang dan peraturan, atau mengganggu pengurusan keselamatan maklumat peribadi.

13. Pengemukaan permintaan untuk penzahiran, dan sebagainya.

Kaedah untuk mengemukakan permintaan penzahiran, dan sebagainya atau pemberitahuan tujuan penggunaan maklumat peribadi ("permintaan untuk penzahiran, dan sebagainya") yang diterima oleh ANA daripada pelanggan, serta maklumat hubungan adalah seperti berikut.

Permintaan untuk penzahiran, dan sebagainya

(1) Kaedah untuk mengemukakan permintaan

Jika anda ingin menerima respons kepada permintaan penzahiran anda melalui pos

Sila hantar dokumen yang diperlukan melalui pos ke alamat di bawah.
Alamat:
Personal Information Handling Desk, ALL NIPPON AIRWAYS CO., LTD
1-331-90 Kaminoshima-cho, Nagasaki-shi, Nagasaki, 850-0078 Japan

Jika anda ingin menerima respons kepada permintaan penzahiran anda dalam format fail elektronik

Sila hantar dokumen yang diperlukan melalui borang web yang disenaraikan di laman web ANA.

Laman web ANA (Bahasa Inggeris sahaja)

(2) Dokumen yang diperlukan

Borang permohonan

Borang untuk permintaan

Permintaan pelanggan untuk penzahiran, dan sebagainya, mungkin tidak diterima jika mana-mana maklumat yang diperlukan tidak lengkap.

Dokumen yang diperlukan untuk pengesahan pengenalan individu, dan sebagainya

(Untuk individu)
- (1) Salinan salah satu daripada yang berikut: Lesen Memandu, Pasport, Kad Nombor Individu (bahagian hadapan sahaja), Sijil Ketidakupayaan Fizikal, Kad Penduduk
(Untuk wakil)
Sebagai tambahan kepada "(Untuk individu)," dokumen berikut yang diterangkan dalam (1) dan (2) diperlukan.
- (1) Surat Kuasa Wakil (wakil undang-undang mesti menyediakan dokumen pengesahan)
- (2) Dokumen untuk mengenal pasti wakil (Salinan salah satu daripada yang berikut: Lesen Memandu, Pasport, Kad Nombor Individu (bahagian hadapan sahaja), Sijil Ketidakupayaan Fizikal, Kad Pemastautin)

(3) Fi

Fi akan dikenakan bergantung kepada jenis permintaan. Untuk penzahiran maklumat berkenaan pelbagai tempahan dan menaiki pesawat, setiap penerbangan akan dikira sebagai satu item penzahiran. Sila ambil perhatian bahawa prosedur pengendalian mungkin berbeza bergantung kepada undang-undang dan peraturan negara yang berkaitan.

Sila ambil perhatian bahawa pengesahan tempahan ANA, pengesahan menaiki pesawat dan kemas kini maklumat ahli ANA Mileage Club, dan sebagainya dikendalikan di laman web ANA (www.ana.co.jp) atau di pusat hubungan telefon ANA. Permintaan hanya akan diterima jika pengenalan pelanggan boleh disahkan.

14. Menyahdayakan kuki dan pengecam pengiklanan

(1) Menyahdayakan kuki
Sila rujuk "5. Menyahdayakan Kuki" dalam Dasar Kuki ANA. (Bahasa Inggeris sahaja)
(2) Menyahdayakan pengecam pengiklanan
ANA memperoleh dan menggunakan pengecam pengiklanan ("Identification For Advertisers (IDFA)" untuk iOS Apple, " Google Advertising ID (GAID)" untuk OS Android Google, dan sebagainya)
Sila konfigurasikan tetapan peranti anda seperti berikut jika anda ingin menghentikan pengedaran iklan menggunakan pengecam pengiklanan tersebut.

iOS (laman web luaran; Bahasa Inggeris sahaja)
Android (laman web luaran; Bahasa Inggeris sahaja)

15. Pengubahsuaian Dasar Privasi

ANA boleh membuat pengubahsuaian kepada Dasar Privasi ini. Jika pengubahsuaian dibuat, butiran akan dipaparkan di laman web ANA (www.ana.co.jp).

ALL NIPPON AIRWAYS CO., LTD.
Juichi Hirasawa, President C.E.O.
Shiodome-City Center, 1-5-2, Higashi-Shimbashi, Minato-ku, Tokyo 105-7140, Japan

Sekiranya terdapat apa-apa ketidak-konsistenan antara versi Bahasa Inggeris dan versi Bahasa Malaysia Dasar Privasi ini, versi Bahasa Inggeris akan mengatasi versi Bahasa Malaysia.

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.

ANA's website

(Required documents)

Form for request (for EEA/UK residents)

(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://www.edpb.europa.eu/about-edpb/our-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.

ANA's website

2. Required documents

Application form

Form for request (for residents in China)

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

(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:

ANA's website

Telephone:

U.S.

(Toll-free)

(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.
"Do Not Sell or Share My Personal Information."

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:

ANA's website

Telephone:

U.S.

(Toll-free)

(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

(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.

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.

ANA's website

(Required documents)

Form for request (for Thailand residents)

(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

(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

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

(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.