How to Control Your Data

Privacy is about control.

To ensure that you have some say in the way your personal information is collected, used and shared, privacy law gives you rights that help you to retain that control. 

At Air New Zealand, we know that being open, transparent and honest will enable you to trust us.

We know these rights are very important to you and we take them very seriously. For us, they form a big part of our culture to ensure that customers are at the core of everything we do. We're committed to 'think privacy & do the right thing'.

If you can't find what you're looking for ask us.

Your right to know

We believe you own your personal information. You have the right to know what information we hold about you, and request a copy of it, to correct your information, and you may have the right to ask us to erase your information in special circumstances. You may also have a right to tell us if you want us to stop using it in certain ways.

To learn more, the types of information we may hold about you are listed in the Trusting Air New Zealand with Your Data section

You can access a lot of the personal information we hold about you yourself, by signing into your Air New Zealand online account. There you can see all the details you have provided to us as well as most of the information we have collated relevant to your account and your interaction with us. You can also manage your options for communication preferences.

If the information you're looking for is not in your Air New Zealand online account then you can make a request by using our online request form.

Process to request information

You can also request a copy of information we hold about you from the "Manage Account" section in your Air New Zealand account profile.

If the information you are looking for is not in your Air New Zealand online account, or you don't have an account with us, you can make a request to access your personal information or to obtain a copy of information you have provided us our online request form. If you make a request, we must take steps to confirm that you're authorised to access the information. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

What if we say no?

We will be open as we can with you, but sometimes we may not be able to meet your requests because we cannot identify or verify you or do not hold the type of information you have requested or we have an obligation to withhold that information. For example, where the information is not personal information about you, is commercially sensitive, is legally privileged, relates to the personal information of another person, or it may impact on the safety or security of our employees or customers to release it. In these circumstances, we will withhold the information but we'll tell you why.

If you're unhappy with the decision we've made about your request for a copy of your personal information, then let us know by explaining this through the online request form.

You can correct and update a lot of the personal information we hold about you yourself by signing into your Air New Zealand online account from our website. Here you can see most of the details we hold about you and you can manage your preferences and communication options.

If the information you're looking for is not included in your Air New Zealand online account, then you can make a request for your personal information by contacting us through the online request form.

Process to update & correct information

You can make a request to correct or update your personal information using our online request form, we must take steps to confirm that you're authorised to access the information. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this in order to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

What if we say no?

We'll try our best to correct any information that you believe is inaccurate. But, if we do not agree that the information should be corrected, we'll attach your request to the disputed information in your Air New Zealand online account as a "statement of correction".

If you're unhappy with the decision we've made about your request correct your personal information, then let us know by explaining this through the online request form.

In some cases, you may have the right to ask us to delete your personal information or close your account. You can delete some information we hold about you yourself by signing into your Air New Zealand online account from our website and removing the information in fields that are not mandatory.

If the information you want to delete cannot be found or you are unable to delete it yourself, you can request it be deleted by contacting us through our online request form.

We may not be able to delete everything, but we will let you know. For instance, we may need to keep some information for our financial recording obligations. We also may not be able to delete all the information held by some of our third parties, so you may want to approach them directly.

Process to delete information

You can delete information we hold about you yourself by signing into your Air New Zealand online account from our website and removing the information in fields that are not mandatory. If the information you want to delete cannot be found or you are unable to delete it yourself, you can request it be deleted by contacting us through our online request form.

When you make your request, we must take steps to confirm that you're authorised to request the information is deleted. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this in order to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

If you wish to close your Air New Zealand online account, you can request this by contacting our Contact Centre at 0800 737 000 (or +64 (0)9 357 3000 if you're not in NZ) or through our online request form.

What if we say no?

All requests for deletion of personal information will be considered individually, please note that in some circumstances not all personal information may be deleted. We will let you know if and when that applies to your request. Some personal information may need to be retained for compliance with other applicable laws.

If you're unhappy with the decision we've made about your request for deletion of your personal information, then let us know by explaining this through the online request form.

We like to talk to our customers, especially when we've got great ideas and deals to share. But we accept that sometimes you might not want to hear from us in that way, and we respect that choice.

You can ask us not to use your personal information for communications, marketing or promotional purposes at any time. Here are a few easy ways to do this:

  • Unsubscribe to our marketing emails using the unsubscribe function on our Air New Zealand mobile applications (but note that we will still contact you from time to time to manage the services you have asked us for).
  • Update your communication options through your profile when you sign in to your Air New Zealand online account.
  • Call us on 0800 737 000 (or +64 (0)9 357 3000 if you're not in NZ).
  • Contact us via our website through our online form.

If you believe a minor has provided us personal information without parental or guardian consent, the parent or guardian can contact us through the online request form and we will do our best to delete all of the minor's personal information.

We will also access, update and correct their personal information following the processes set out in here and can delete information following the process set out here.

When you make a request relating to a minor, we must take additional steps to confirm you are authorised to access, correct or delete that information. This will involve security questions, checking identity documents or verifying your signature. Please understand we do this to protect the privacy of the individual.

Like many businesses, we use cookies and other technologies to allow us to enhance and personalise your online experience.

We have a cookie policy that explains the information we collect and why. It also explains what cookies are and how you can enable or disable them. You can learn more about it here.

If you don't want us using your personal information to personalise your online experience, you can contact us through the online request form.

In some circumstances, you also have the right to ask us to stop using your personal information. To do this, you should contact us through the online request form.

Air New Zealand is headquartered in New Zealand and has appointed a Global Chief Data Protection and Privacy Officer for you to contact if you have any questions or concerns about Air New Zealand's personal information processes and privacy practices.

Global Chief Data Protection and Privacy Officer: Jacqueline Peace

Contact: email privacyofficer@airnz.co.nz or contact us through our online request form.

 

Your right to choose