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Privacy Policy

PT GARUDA INDONESIA (PERSERO) Tbk
PRIVACY POLICY

 

We respect your right to privacy. This Privacy Policy sets out details of the information that we may collect from you and how we may use that information. Please read this Privacy Policy carefully.

  1. About Us

    In this Privacy Policy, references to “we” or “us” are to PT Garuda Indonesia (Persero) Tbk, a company incorporated in Indonesia whose registered office is at Garuda Indonesia Building, Jl. Kebon Sirih No.46A Jakarta – 10110, Indonesia, who will be the controller of any personal data processed as described in this Privacy Policy.


  2. Types of Personal Data
    1. We may collect and process the following types of personal information:
      1. Name, passport number, and other identifying information.
        We may record your name, title, date of birth, your nationality, and passport number.
      2. Your contact details and personal account or registration details.
        Your contact details including your email, telephone number (home, mobile, and/or business), home and/or office address, company name.
      3. Information about your reservations, bookings, and purchases.
        When you make a reservation or book a flight with us, we collect and process your information, including details about your flight, prices, and date of your reservation or booking. In addition, we also collect and process information relating our ancillary services (such as upgrading class, extra baggage, lounge access, online merchandise shop / Garuda Shop) and products you purchase.
      4. Information about your payment.
        When you have purchased ticket or other product we offer, we may collect your data regarding the payment, such as credit card number and type, cardholder name, address, and Garuda Mileage.
      5. Information regarding your travel.
        When you travel with us, we process information related to your journey, such as your travel itinerary, check-in (including online check-in), your boarding pass, your baggage tag, GarudaMiles Number and Tier Level, and special request (if any). At your request, we may also record any detail information such as medical condition to meet your medical needs or dietary requests you have or any additional assistance you require to help us serve you better.
      6. Your membership of GarudaMiles.
        When you join our loyalty program, we collect your information, for instance, hobby, religion, nationality, and language. We also process your membership number, miles, rewards and benefits, type and level of membership, travel transaction history, convert point to miles, redemption history, expired miles, complaint, request, suggestion, complementary and and other information related to your membership.
      7. Our communication with you.
        When you send us an email, telephone, or other communication, or through our social media, we may register your communication with us. When you contact us, our customer service will register your questions, complaints, needs, or other purpose in our database. We may also collect information you choose to share with us, for instance, when you fill out our customer survey, fill out suggestion or complaint form, or submit for a contest held by us.
      8. Use of our website, apps, and other digital media.
        When you visit our website or apps, we may collect information such as IP address, browser type, operating system, referring website, web-browsing behavior, device ID (for mobile apps only), and app use.

    2. Sensitive Information
      1. We consider certain categories of personal information such as medical condition, special service request, such as special meal, special assistance, or other special request as sensitive data. We may collect, use and share the sensitive information with third parties for purposes stipulated in this privacy policy. For example, we keep records passenger who allegedly committing a crime or harm the safety.
      2. You may also share your sensitive information with us, for instance, your medical condition because you need medical assistance or you have been permitted (with written evidence) to fly with such medical condition or you request special meal we can offer which may refer to your religion. By providing information which may be considered as sensitive information, you agree that we may collect and process, including share this information to our third parties to help us tailor our service to you, as described in this privacy policy. If you choose to withdraw your consent, we may not provide our service which you have been requested.

  3. Collection of Information
    1. Garuda Indonesia may collect your personal data in various ways, for instance when you book a flight, use our website and mobile application, register for GarudaMiles, purchase our products through sales office/ticketing office/travel agency, communicate with us via social media, contact center, and other indirect channels.
    2. We may receive information about you from our group (Garuda Indonesia Group), partners, service providers, third parties contracted with us, or public authorities who are legally entitled to disclose that information.
    3. When you choose to use a third party platform to book a flight, such as travel agent, General Sales Agent (GSA), Global Distribution System (GDS), we may receive your personal data from them and you are also subject to their privacy policy. When you have purchased and flown from our loyalty partners, they may share your earned miles with us, origin & destination, flight number and date, class of service, booking reference, and ticket number to us.

  4. Use of Your Information

    By accessing our website via any means, book a flight through our website, our offline channel, including travel agency and other indirect channels, you agree that your personal information may be collected, stored, used and shared by us and our partners, third parties we work with, or other institutions that are legally entitled to inquire us regarding legal matters, for any of the following purposes:

    1. to comply with legal interest and regulatory compliance requirements applicable within and outside territory of Indonesia to Garuda Indonesia;
    2. to provide our services to you during pre-journey, pre-flight, inflight, post-flight, and post-journey;
    3. to identify you in relation to emergencies purposes in Garuda Indonesia operational flight as referred to the provisions of our Emergency Response Plan and/or regulation regarding aviation applicable to Garuda Indonesia;
    4. to announce and notify you in connection to your flight with Garuda Indonesia;
    5. to enhance our promotional or marketing purposes for Garuda Indonesia or other parties contracted with Garuda Indonesia;
    6. to store your personal data for a period of time in accordance with applicable laws and regulations;
    7. to facilitate our loyalty program;
    8. to make a profile for consumer behavior.

  5. Legal Basis for Processing Your Information
    1. Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
    2. However, we will normally collect personal information from you only (i) where we have your consent to do so, (ii) where we need the personal information to perform a contract with you, or (iii) where the processing is in our legitimate interests and not overridden by your rights. In some cases, we may also have a legal obligation to collect personal information from you.
    3. If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as the possible consequences if you do not provide your information).
    4. Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are.

  6. Disclosure of Your Information

    We may disclose your personal information to third parties for the following purposes:

    1. To facilitate your travel with us
      To provide your travel arrangement with us, we must disclose your personal data with our group (Garuda Indonesia Group), ground handling services, caterer, our alliance, other airlines, airport authority, Customs Immigration Quarantine (CIQ) process, and other companies involved. When you purchase our services through travel agent or other third party, we also disclose your personal data.
    2. To support services we associate
      We cooperate with third parties to provide our services, such as IT support provider, social network provider, marketing agencies, bank, our insurance provider, hotel. All such third parties will be required to adequately protect your personal data and only process it in accordance with our instructions.
    3. To support our loyalty program
      We disclose your personal data to our group (Garuda Indonesia Group), our alliance, bank, and our affiliated partners, when you use GarudaMiles to purchase products or services within our group or partners.
    4. To comply with legal obligation
      If we are under a duty to disclose or share your information in order to comply with any legal obligation, or ordered by authorized institutions, or in order to enforce or apply our policies and other agreements; or to protect our rights, property, or safety, our users, or others. This includes exchanging information with other companies and organisations for the purposes of any criminal offenses.
    5. To enhance our marketing purposes
      We may disclose your personal data within our group or third parties contracted with us for direct marketing purposes.

    These parties’ use of your personal data may be subject to their own privacy policies and which we suggest you familiarise yourself with in the relevant circumstances set out above.


  7. Data Retention and Security Measure
    1. We retain personal data we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements) or as long as required for the purposes described in this privacy policy.
    2. Garuda Indonesia will take our best effort to protect your personal data against loss or unlawful use by providing appropriate technical and organizational measures.

  8. Your Rights

    You have the following data protection rights:

    1. You can request access to and be entitled to update and amend your personal data for our loyalty program.
    2. In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by emailing us to customer@garuda-indonesia.com with subject “Customer Rights-Data Protection”.
    3. Similarly, if we have collected and process your personal information on the basis of your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent. However, if you withdraw your consent, please be informed that it may have implication to our service provided to you.
    4. You are welcome to exercise any other rights under applicable data protection law and regulations by by emailing us to customer@garuda-indonesia.com with subject “Customer Rights”.

  9. International Data Transfer

    Garuda Indonesia may transfer your personal data to countries other than your country of residence. We take this measure in order to fulfill your travel arrangements or because our group companies, partners, or service providers have operations in countries across the world. Where necessary, Garuda Indonesia will endeavor adequate protection to comply with the requirements or international data transfer under applicable data protection laws.


  10. Updating this Privacy Policy

    We may update or amend this Privacy Policy from time to time, to comply with law or to meet our changing business requirements. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. Any updates or amendments will be posted on the Website. By continuing to access the Website, your access and use will be subject to these updates and amendments.


  11. Contacting Garuda Indonesia

    If you have any questions, comments or complaints about this Privacy Policy, please contact us using the details below with clear subject (PRIVACY POLICY) to:

    PT Garuda Indonesia (Persero) Tbk
    Garuda City, Seokarno-Hatta International Airport
    Tangerang – 15111, Indonesia
    PO BOX 1004 TNG BUSH
    customer@garuda-indonesia.com

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