Privacy statement

The types of information we may hold about you will depend on how we have interacted with you and what services or products you have requested from us over time. Information we hold about you could include:

• Information that you, or someone acting on your behalf, provide to us. This can include your full name, address, date of birth, phone number, email address, passport details, transactional information (including payment card details) and any preferences you choose to share with us (such as special assistance or specific meal preferences).
• Information that another airline, travel agent or provider shares with us about you when part of your itinerary is on an Air New Zealand operated aircraft. We collect information from them about you to help us manage your travel with us.
• Information about you related to any business, corporate or government travel programmes which you participate in or benefit from. For example, this could include your business contact details, job title, cost centre details, travel preferences, and Travelcard (our charge card for business travel) transaction information.
• Your account details for our websites and apps, including your username and your login information.
• Information about whether you want to receive marketing or service communications from us or our partners.
• Information you have shared with us through email, phone, live chat, online forms, social media, or in person (such as compliments, complaints, concerns, or incidents reported to our airport or aircrew staff). If you contact us by phone, or if we call you, your call may be recorded.
• Information that you share with us when you participate in trials, research, surveys, or competitions.
• Information about the products you have purchased and the services that we have provided to you (e.g., if you fly with us, this could include information about your trip including the date and location of your trip, what you paid, how you paid, the way you used our products and services, including lounges).
• If you have made a booking for an unaccompanied minor, we hold additional information including the details of who is dropping off and picking up the minor and a record of text messages sent at the various stages of the journey.
• Health information required to fly with us. For example, if you require medical clearance to fly with us, we may hold information used to assess your fitness to fly, based on information provided by you or your doctor.
• Information about any device you have used to access our services (such as your device's make and model, browser, or IP address) and how you use our apps or websites. If you use our inflight Wi-Fi, we may also record your device MAC address, session ID and flight number.
• Details of the emails and other electronic communications you receive from us, and how you interact with them. For example, whether the communication has been opened, if you have clicked on any links within that communication and the device you used.
• Information from other sources such as specialist companies that provide customer intelligence information. For example, fraud prevention agencies, marketing and research companies, social media providers, online advertising platforms, as well as information that is publicly available.
• Information captured by camera, for example CCTV or automatic number plate recognition (ANPR).
• Biometric information collected to validate your identity. For example, facial recognition used for digital matching between you and your passport image.
• If you participate in our Airpoints™ and/or Koru programmes we will also hold information in relation to your membership. In particular:
  • Transactional details when you accrue Airpoints Dollars™ and Status Points or complete a redemption transaction with us or a partner. This can include the business the transaction took place at, date of purchase, value and in some situations, details of products or services purchased.
  • Information about the Airpoints products you have applied for, hold and use, including details provided on your application. If you hold an Airpoints financial product we may hold information about specific transactions you have made, including the merchant's name, location, date, and value of the purchase.

You do not have to give us personal information but if you do not, we may not be able to provide you with the goods and services you are requesting, and you are less likely to receive an optimal customer experience. But that is your choice, and we respect that. If you would like to know the impact of not providing information in relation to a specific service or product, please contact us through our privacy request form.

Sometimes we collect personal information in addition to what is listed above, for example this could be where we are providing supplier services (e.g., Air New Zealand Academy of Learning) or where we are trialling a new product or service. In those cases, we will provide you with all relevant privacy information before we collect that information from you.

When we process your personal information, we must have a valid legal reason, known as a "legal basis", for doing so. Depending on the situation, we may rely on one or more of the following legal bases:

• Consent - You have given us permission to process your personal information for a specific purpose.

• Performance of a contract - We need to process your information to deliver the products or services you have requested.

• Legal obligation - We are required by law to collect and process certain personal information.

• Legitimate interests - We may process your information as part of running and improving our business, but only when doing so does not override your rights and interests.

• Vital interests - In rare situations, we may need to use your information to protect your safety or the safety of others.

We use your information:

• To provide our products and services - We use your personal information to make our products and services available to you. This includes operating flights and related services, such as catering and baggage handling and redeeming retail purchases. It also includes managing travel disruptions (including delays, cancellations, and rebooking) to keep you informed and assist with any alternative arrangements.

• To stay in touch - We may contact you by email, phone, text message, or in-app notification (for example, to share service updates or respond to your enquiries).

• To comply with regulations and government travel requirements - As an airline, we are required to comply with various government and regulatory requirements. This includes maintaining passenger records and sharing certain information with border control authorities, such as Customs and Immigration.

• To maintain safety and security - We use your personal information to help keep our customers, employees and assets safe, in the air, on the ground and online. This includes activities like incident investigation, fraud detection and prevention, and security monitoring.

• To provide relevant marketing and advertising - Your personal information helps us deliver marketing communications that are tailored to your interests, including offers from Air New Zealand and our trusted travel and Airpoints partners. You may see these ads on our website, third party websites, or social media platforms like Facebook or Instagram. We may also analyse your interactions with us to assess how effective our campaigns are.

• To better understand your preferences - Through analytics and profiling, we analyse your personal information to learn more about your travel habits, service usage, and engagement with us, including the Airpoints programme. This helps us create customer profiles and improve our services, apps, websites, and loyalty programmes. It also allows us to personalise offers and experiences for you.

• To conduct surveys and research - We love feedback! Surveys and research help us understand your needs and expectations so we can continue to improve our offerings and overall customer experience.

• To manage competitions - We use your information to administer any competition you enter, including delivery of any prizes. If your information is used in any other way, we will let you know at the time you enter.

For all the purposes outlined above, we may use artificial intelligence (AI) tools to help us process and analyse your personal information more efficiently and effectively. For example, we may use AI systems to support or automate decisions to:

• recommend or enhance our products or services (e.g., offers, upgrades, or destinations based on your past travel patterns),
• manage service disruptions (e.g., rebooking flights),
• detect fraud and enhance safety and security,
• personalise your experience across our website, app, and marketing channels,
• streamline customer communication, and
• match biometric data (such as your facial image to your passport photo) to validate your identity.

These systems help us work faster and more efficiently, but we always ensure that important decisions that could significantly affect your rights are either made by humans or can be reviewed by one. We are committed to using AI responsibly and ensuring your data is handled safely, securely and ethically. If you have any questions about our use of AI or would like to request the review of an automated decision, please feel free to contact us.

To run our business and provide you with products and services, we may need to share your personal information with third parties.

Depending on the situation, this information may be shared under formal contractual agreements or as required by law. In some instances, it may be necessary to transfer your information outside of New Zealand. When we do so, we take appropriate measures to safeguard your data.

We may share your information with:

• Travel partners and providers – to fulfil bookings and travel services, such as other airlines, hotels, transport companies, lounges, and insurance providers.
• Border control and legal authorities – as required by law for immigration, customs, or other regulatory purposes.
• Corporate and group travel organisers – if your booking is made through an employer, business, or group arrangement.
• Authorised individuals – including anyone acting on your behalf or with your consent. This may be:
  • A family member, friend or colleague booking on your behalf.
  • Someone with access to shared accounts like Shairpoints™, where information such as Airpoints balances and redemptions may be visible to other account members.
  • An authorised representative you have nominated to manage your travel or account (e.g. a partner, travel manager, or personal assistant).
  • Individuals you have given your booking reference to, who may be able to access or amend your booking.

We only share with authorised individuals after carrying out appropriate verification steps. If you no longer wish someone to access your details, please contact us for help.

• Airpoints partners – to manage your membership, benefits, rewards, and offer relevant promotions.
• Vendors and service providers – who support our operations, from customer service and payments to analytics, logistics, digital infrastructure, catering, and security.
• Government and law enforcement – when legally required, or to protect public safety, enforce our rights, or respond to fraud and security issues.

To the extent that the California Consumer Privacy Act (CCPA) applies, we do not sell your personal information.

If you would like to know more about the third parties we share your information with, please contact us through our privacy request form.

We like to get in touch with our customers but only do this where we have your consent, or if we have a legitimate business reason to do so.

You can control the marketing communications you receive through the following options:

• Edit your preferences - if you have an Air New Zealand online account (e.g., Airpoints), you can log in and directly update your preferences.

• Unsubscribe - you can click on the 'unsubscribe' link. We include this link in all marketing emails we send.

• Contacting us - you can contact us through our privacy request form. Once you do this, we will update our records to ensure that you do not receive further marketing messages.

We use online advertising to promote Air New Zealand across websites, apps, and social media. This means you may see our ads when you are browsing other platforms. We manage this through digital marketing networks, ad exchanges, and various advertising technologies.

At times, we personalise these ads, as well as your experience on our website and apps, based on information we know about you, such as your past bookings or destinations you've viewed. This helps make our content more relevant to you.

If you would prefer that we do not use your personal information to tailor your online experience, you can make that request through our privacy request form.

For more information on our use of advertising technologies and cookies, please see our cookie notice. 

As trusted guardians of your information, we respect your rights to manage the information about you that we hold. You have the right to:

• access information we hold about you, including where available, in a portable format
• correct any inaccurate information we hold about you
• restrict our use of your information (in some circumstances)
• request that we delete your information, stop processing it, or stop collecting it (in some circumstances)
• withdraw consent for any consent-based processing
• request a human review of decisions made solely through automated processing, particularly where the decision may have a significant impact on you
• complain to your data protection regulator. As a New Zealand based company, our primary regulator is the New Zealand Office of the Privacy Commissioner

We have an online privacy request form to make it easy for you to exercise these rights. Please note that we may need to take extra steps to verify your identity. This might involve asking you some security questions or checking your identity documents. Please understand that we do this to protect your privacy.

Air New Zealand will not discriminate against you for exercising any of your privacy rights, including rights provided under the California Consumer Privacy Act (CCPA). Please note that if you choose to not provide requested personal information, limit how we use your information or withdraw your consent for us to process your information, we may not be able to offer all our services to you.

We keep your personal information only for as long as we need it. When we no longer need it for a legal, business, or customer reason, we securely delete or, where appropriate, anonymise the information.

Our staff are trained to understand the importance of privacy and how to handle your information with care. We also have teams that focus on privacy and cyber security to help keep your information safe. We have implemented a range of privacy and security measures to help prevent unauthorised access, use, or disclosure.

For more details on how we protect your information, please visit our cyber security hub.

If you would like to exercise your privacy rights or have a question or an issue about this policy or the way your personal information is processed, the best way to contact our privacy team is by using our online privacy request form.

Senior Manager Data Protection: Leah Parker.

You can contact the privacy team by:

• Email - privacyofficer@airnz.co.nz
• Phone - by calling our contact centre on 0800 737 000 (If you are not in New Zealand, you can find international contact numbers here)
• Post - Senior Manager Data Protection, 185 Fanshawe Street, Auckland CBD, Auckland 1010

For matters relating to the GDPR or the UK GDPR please contact European Data Protection Office (EDPO):

• Online - EU: https://edpo.com/gdpr-data-request/
• Online - UK: https://edpo.com/uk-gdpr-data-request/ 
• Post - EDPO at Avenue Huart Hamoir 71, 1030 Brussels, Belgium

You also have the right to lodge a complaint with the New Zealand Office of the Privacy Commissioner. Go to www.privacy.org.nz/your-rights/making-a-complaint to find out more.

You can find the contact details for most other privacy and data protection agencies via the Global Privacy Assembly. Go to https://globalprivacyassembly.org/.

To assist our international customers, we have translated this statement into several other languages. If there is any uncertainty between the English version and a translation, the English version will prevail and you should refer to the English version.

We may change this statement from time to time, to reflect how we collect, use, or store your information. If we make significant changes to our processes, then we will take appropriate steps to bring this to your attention.