The privacy of your data is extremely important to us, and compliance with the regulations is the foundation of our policy.
The privacy of your data is extremely important to us, and compliance with the regulations is the foundation of our policy.
As an airline, we have been committed and dedicated to personal data protection of our passengers for many years. Your trust and our reliability are foundations on which we wish to continue to build our service.
What is personal data?
Personal data is any information related to a specific or identifiable individual.
An identifiable individual is anyone who can be directly or indirectly identified, especially by indicating an identifier, such as a name, identification number, location data, online identifier or by indicating one or several factors that are characteristic for a physical, physiological, genetic, mental, economic, cultural or social identity of the individual.
Which data do we collect and how?
We obtain your data in several ways, for example when you reserve a plane ticket or when you sign into a loyalty programme, visit out website, use our application, when you connect with us via social networks or when you sign up for our newsletter.
Name and Surname, Passport Number and Other Identification Data
We can save your name, passport number or number of any other document, gender, date of birth, nationality and citizenship.
Name and surname are required for providing our services - for making a reservation, issuing a ticket, ensuring transportation.
The scope of other identification data depends on the regulations of the country where you are headed or through which you will travel, namely in accordance with the requirements for entering a certain country, customs controls, security and other requirements of the relevant country.
Contact Details, User Profile data (e.g. MyAdria) and Online Forms
Your contact details can include your address, phone number or e-mail address. They are used exclusively in accordance with the individual purpose for which they were provided.
When you create a user profile, or when you register or fill out compensation forms on our website, we can also record other data you enter into the forms published on our website.
Data About Your Reservations and Purchases
When you make a reservation of buy a ticket, we can record data that contains details about your flight, prices and dates. These data are also processed by additional services, such as additional payments for luggage or other upgrades and travel amendments.
Information About Loyalty Programmes (e.g. Adria Corporate Programme)
When enrolling into a loyalty programme, we record your name and surname and contact details. When you enter your membership number upon making a reservation or applying for a flight, we record information that contain details about your flight, ticket number, prices, dates and the amount of bonus collected with our flights.
Data Collected When You Use Our Websites or Applications
When you use our websites or any of our applications, we can register your IP address (type of browser, operating system), the web browser behaviour and the use of the application.
With your permission, we can also receive your location data.
For more information, see the “Cookies” section.
We shall only send you news if you have signed up for our newsletter. You can select which types of news you would like to receive.
We shall use your name and surname and e-mail address. We can also use data about your travel habits, visited Adria Airways websites, but only if you share the data with us and give consent for their use.
For the e-news sent to subscribers, we have insight into whom of the recipients read our e-news, clicked the link in the e-news or unsubscribed from receiving the e-news.
We can register your IP address, type of browser, operating system, device (mobile phone, tablet, computer) and the use of the application.
Social Media Related Data
Which data we can obtain depends on your settings in the social network you use. We can receive data from the providers of such network when you sign up for our services with the user account of the social network. In these events, we might receive your profile in the network, including contact details.
Communication With You
When you send us an email, fill out a complaint form on our website or chat with us via social networks, we can record your communication with us and the data provided in the communication. Our service for reservations or contact with passengers can record your complaints in the database. In order to ensure quality of service and prevent fraud, the phone calls can be recorded. You will be informed about this before the start of the phone call. Such communication can be used for training our personnel in order to provide you the best service possible.
Data You Decide to Share with Us
You can decide to share certain data with us yourselves, for example, when you ask a question or leave a comment on our site, fill out a survey or participate in a prize game.
What do we use these data for?
We collect your data for:
1. The Provision of Our Services
We require your data for the following services in order to ensure smooth performance of services related to reservations and travels:
• for ensuring your transportation and all information related to the transport,
• for compliance with the regulations on control and entry into an individual country, customs regulations or other security requirements.
For example, for issuing your ticket, we require your name, passport number and other identification data. Also required are passenger’s contact details in order to inform you in due time in the event of amendments to the travel schedule.
2. For Loyalty Programmes
In order for you or your company to make use of the discounts, benefits or other rewards within the loyalty programme, we use your contact details, membership information and your reservation data.
3. To Provide Our Online Services and Mobile Applications
For example, for check-in, we use your name and information about the flight. Some online services and applications use your location in order to provide you information content that is relevant to you.
In order to make use of our online services or applications easier, we can analyse data we collect when you use our digital media and combine them with data collected with cookies and similar technologies. For example, in order to understand which digital channel (e-mail, social media, website and related content) or device (desktop, tablet or mobile device) you prefer, we can limit or adapt communication only for the said channel, content or device.
4. In order to Communicate with You
Your contact details can be used for communicating with you in order to answer your questions or process your complaint.
5. For Statistical Research and Analysis
Statistical research helps us to improve our services and offer, the loyalty programme, passenger and customer support and the content of our websites. To perform the research, we combine and analyse various types of data described above, whereby we process only the aggregated information and do not use personal data (such as name, e-mail address and similar) that could be used to identify you.
6. For Marketing Purposes
We will inform you about news and campaigns only if you explicitly state you want to receive such information. You can manage the receipt of e-news here .
In order to understand what you prefer, we can use automatic tools for analysing your data or for this purpose use and combine the above data. Data from such analyses are used for adjusting our marketing communication to your specific interests. If for example the analysis shows that you might be interested in a certain type of travel or a certain destination, our news and websites can be adapted to the needs and content we believe are suitable for you.
For marketing communication, we can use various channels, such as e-mail, SMS, MMS, online media, applications, social media and other.
You can unsubscribe from receiving marketing messages anytime by following the instructions in the relevant marketing message.
7. In Order to Ensure Order and Security on the Plane
The care for security and order on the plane is our priority. Your data can be used in cases of preventing unsuitable behaviour on the plane. We keep a record of passengers who did not comply with safety instructions or the instructions of the crew on the plane or on the ground and in relation to whom we decided to put them on a grey list of passengers forbidden from travelling with us for a certain amount of time, or on the black list, if the passenger was permanently forbidden from travelling with us. We also inform such passengers about this in writing, whenever possible.
Your data about the number or security code of your credit cards is not collected.
Our commitments regarding the treatment of personal data
1. The principle of legality, fairness and transparency – treated legally, fairly and transparently in relation to the data subject
2. The purpose limitation principle – collected for certain, explicit and legal purposes and must not be further processed in a manner not compatible with these purposes
3. The principle of minimum scope of data – suitable, relevant and limited to what is required for the purposes for which they are being processed
4. The accuracy principle – accurate and when required updated; all reasonable measures have to be taken to ensure that inaccurate personal data is deleted or corrected without delay, while taking into account the purposes for which they are being processed
5. The principle of storage limitation – stored in the form that allows for identification of data subjects for only as long as required for the purposes for which the personal data is being processed
6. Confidentiality and integrity principle – processed in a manner that ensures suitable personal data security, including the protection against unauthorized or unlawful processing and accidental loss, destruction or damage with suitable technical or organisational measures
7. Liability principle – as a controller, we are liable for compliance with the legislation and the fundamental principles of personal data protection
1. The right to access (about what data we collect and for what/how we use them):
You have the right to being informed in a clear and understandable manner about how and for what purpose your personal data is being processed. We provide you with a greater and effective control over the management of your personal data.
2. The right of rectification
You have the right to request a rectification of your personal data when they are incorrect.
3. The right of erasure
When you want your personal data to no longer be processed and under the condition that there are no legal conditions for further storage of your data, you can request the erasure of your data.
4. The right to restrict processing
You have the right to restrict personal data under the conditions and exceptions as provided in Article 18 of the GDPR.
5. The right to data portability
You have the right to transfer your personal data to another controller when you want to.
6. The right to object
When personal data is being processed for the purposes of marketing, very individual has the right to at anytime object the processing of data relating to them for the purposes of such marketing, including forming profiles, as far as it is related to direct marketing; when an individual objects the processing for the purposes of direct marketing, the data shall no longer be processed for these purposes.
Forwarding Data to Third Parties:
Your data can be forwarded or disclosed to third parties only when truly required in the following cases:
1. To Provide Your Reservations and Travel
In order to ensure your transportation, we must share your personal data with other airlines that cooperate in your travel, the airport service mangers and others participating in the provision of your air transport. If you purchase our services through a travel agent or a third party, we also share your data with these parties.
2. To Support Our Services
To provide our services, we can also cooperate with third parties, such as providers of IT services, social networks, digital and marketing services, payment services and similar. All of these persons are committed to suitably protecting your personal data and processing them in accordance with our instructions.
3. For Our Loyalty Programmes
Adria Airways is part of the Miles & More loyalty programme. Data about your travels can, thus, be shared with partners included in this group in order to use the miles for benefits from the programme.
If you are a member of the loyalty programme of other Star Alliance airline association the data about your travels can be shared with the owner of your loyalty programme.
Adria Corporate Programme is a loyalty programme for companies. Data about your membership can thus be shared with partners that provide additional services and managers of airport services.
4. For compliance with the regulations on the entry into a country, customs, security or other requirements
Whenever you travel to a certain country or you connect to another flight via the country, we must forward certain data to the authorities in the country in order to meet the legal obligations of a certain country. We will forward the data you entered when purchasing the airline ticket. The data you entered when checking in is not collected by us, but can be forwarded.
We will send you marketing messages, if you have decided to receive them and to be informed about the benefits and news we have prepared for you.
Such messages will only be sent, if you decide to receive them and only with the content you want. You yourselves can adjust settings regarding the sending of marketing messages and specify of what you want to be informed of.
At any time, you can decide to no longer receive our messages and can manage this via the link available in every e-message.
Velja od 21. 5. 2018.
What is GDPR?
GDPR is short for the General Data Protection Regulation. It enters into force on 25 May 2018.
GDPR enables individuals more control over the use of their data and at the same time imposes on the companies certain obligations when processing information of these individuals.
How is Adria Airways getting ready for GDPR
Airlines have been committed for many years to strict regulatory compliance in all areas of our activities. We have always carefully protected data and remain committed to this in the future.
With the GDPR directive, we will further strengthen our commitments and obligations for all processes, products, contracts and documents required for the performance of our services, namely in a manner that complies with the GDPR at the highest level.
We reviewed the existing manner of operation, various co-operations, existing consents and implementation of policies and suitably supplemented them.
Changes for Our Customers