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DOCUMENT QTR-QRH-2022-001
DATE May 2022 - ISSUE 01

Privacy Notice

Table Contents

OVERVIEWWHEN DOES THIS PRIVACY NOTICE APPLY?WHO IS RESPONSIBLE FOR YOUR PERSONAL DATA?HOW WE COLLECT AND RECEIVE PERSONAL DATAWHY DO WE USE YOUR PERSONAL DATA?COOKIESDATA TRANSFERSHOW DO WE KEEP YOUR DATA SAFE?DATA RETENTIONYOUR RIGHTSHOW TO CONTACT US OR LODGE A COMPLAINT

OVERVIEW


Qatar Airways Holidays W.L.L. ("Qatar Airways Holidays", "we", or "us”) wants you to feel safe when visiting our website www.qatarairwaysholidays.com (“Website”) or using our services and is therefore committed to protecting your Personal Data and your right to privacy when you do.

This Qatar Airways Holidays Privacy Notice (“Privacy Notice”) (together with our  cookie policy) explains how personal data are or will be processed by Qatar Airways Holidays. By "Personal Data" we mean any information relating to an identified or identifiable natural person.

Please read the following carefully to understand how we process your Personal Data.

Where you disclose Personal Data on behalf of another person, you undertake and will ensure that the individual whose Personal Data are supplied to us has authorised the disclosure and has been provided with a copy of this Privacy Notice before you disclose such Personal Data.

If we change this Privacy Notice, we will inform you about the changes by publishing the updated version on our Website.

WHEN DOES THIS PRIVACY NOTICE APPLY?

This Privacy Notice applies to the processing of Personal Data of customers or potential customers of our business, of users of our mobile responsive Website, and of users of the services provided by us or others acting on our behalf.

WHO IS RESPONSIBLE FOR YOUR PERSONAL DATA?

3.1   Qatar Airways Holidays, with its registered office at Qatar Airways Tower, PO Box 22550, Doha, State of Qatar, is responsible, as controller, for the processing of Personal Data described in this Privacy Notice.

HOW WE COLLECT AND RECEIVE PERSONAL DATA

4.1   We may collect and receive Personal Data directly from you, from your authorised representatives or from third parties (e.g., your travel agent, booker or other service providers). We may also collect Personal Data of your relatives or your principal where you disclose Personal Data on their behalf, including when you:

(a)  use our holiday and tour package services (hotels, flights, car rentals, insurance in the GCC);

(b)  use or access our Website, particularly when completing the “service and trip details” and “customer details” section during the course of a booking, even if you do not complete the booking; or

(c)  communicate with us such as by email, telephone, in writing or through our customer services locations or pages or social media platforms.

4.2   We may also collect your Personal Data through our Website and other channels including our ticketing counters, third party providers, travel agents or from other entities within the Qatar Airways Group, in each case where you have provided your Personal Data directly to them or where we subcontract them to assist us in providing services to you.

4.3   Where you disclose Personal Data on behalf of another person, you undertake and will ensure that the individual whose Personal Data is supplied to Qatar Airways Holidays has authorized the disclosure, is informed of and consents to the terms and conditions of this Privacy Notice. Where the disclosure is in respect of a child’s Personal Data, you should do so only as the parent or legal guardian of that child and enter into relevant contracts on behalf of that child.

WHY DO WE USE YOUR PERSONAL DATA?

5.1 When you interact with Qatar Airways Holidays (online or offline)

      (a) For answering your questions or responding to your complaints or requests

  1. What does this mean?

    If you get in touch with us in person or by your authorized representative, through our reservations and ticketing offices, contact centres, travel agents, Discover Qatar or Qatar Airways Holidays, airport check in, Qatar Airways lounges, by email, by telephone, in writing or through our customer care services pages or through social media, your Personal Data is collected only to the extent necessary to reply to and answer your question or to respond to your complaints or requests (e.g. to assist you in processing a transaction or to provide technical assistance).

            Your access and use of any social media platforms is governed by their own terms of use and privacy and cookie policies.

  1. What are our legal grounds for doing this?

    We will process your Personal Data based on the performance of our service contract with you or in our legitimate business interests in providing customer care to you based on your request.
     
  2. Which Personal Data do we use for this purpose?

Depending on the communication channel you have chosen to connect with us, we will use Personal Data you supply which may include your name, Passenger Name Record (PNR) number, contact details, ticket number, email address, country of residence, flight number, date of travel, origin, destination, booking class, your correspondence with Qatar Airways Holidays about your questions and all other Personal Data necessary to answer your question, such as medical details if your question relates to medical assistance. We may monitor or record your phone conversations for training and customer service purposes.

5.2  For assessment and acceptance as a customer

  1. What does this mean?

In order for you to use the services that you have booked with us, we will process your Personal Data to confirm and verify your identity or that of your authorised representative for the purposes of the relevant transaction.

  1.  What are our legal grounds for doing this?

We will process your Personal Data based on the performance of our service contract with you and compliance with applicable legal and regulatory requirements.

  1. Which Personal Data do we use for this purpose?

If you are the customer, we process your name, date of birth, gender, title, contact details such as your postal address and email address, ticket number, frequent flyer information (e.g. from your privilege club account), passport number, visa numbers for your transit and final destinations, payment and credit information and details of your correspondence with us and, if applicable, the name, title, email address and telephone number of the person receiving the customer upon arrival. We will also process the Personal Data of those passengers travelling under the same PNR number with you.

If the booking is made by a representative, we process that representative’s name, title, email address and telephone number.

5.3  For the performance of our contract with you

  1. What does this mean?

When you book with Qatar Airways Holidays, we process your Personal Data for administrative purposes such as facilitating your bookings for holiday and tour package services (cruises, tours, transfers, hotels, flights, car rentals, insurance in the GCC).

We also use your Personal Data in order to deliver or receive and manage our services that we have agreed to provide to you. As part of our service to you, we provide you with confirmation notifications via phone call or email to the primary contact in the case of an individual booking.

When you make a booking, you will be provided with a booking reference. Your booking reference should be kept confidential at all times. If you are travelling with others under the same booking and would not like your individual booking details to be disclosed to them, you may prefer to have each person make separate bookings, to be paid for individually.

  1. What are our legal grounds for doing this? 

We will process your Personal Data based on the performance of our service contract with you. If you provide Personal Data on behalf of someone else, you enter into the relevant service contract on behalf of that person.

  1. Which Personal Data do we use for this purpose?

When using our products and services, we process the customer’s name, title, date of birth, address and email address, telephone number, payment and credit information, and other data stored in our customer and supplier databases. In addition, we may process the title, name, email address and telephone number of the person who is meeting the customer upon arrival. If the booking is made by a representative, we process that representative’s name, title, email address and telephone number.
 

5.4   For the development and improvement of our services

  1. What does this mean?

It’s important for us to continue to provide you with our award winning services and uphold the Qatar Airways Holidays brand. In order to achieve this, we use your Personal Data so that we can assess, analyse and improve our services to you.

For this purpose, we keep track of how often you read our newsletters, visit our Website, which pages you click on and what services you purchase through our Website or Mobile Apps.

  1. What are our legal grounds for doing this?

We will process your Personal Data based on our legitimate business interests in assessing the quality of and improving our services to you. 

  1. Which Personal Data do we use for this purpose?

           We use your personal details such as your address and email address, name, date of birth, payment and credit information, and any correspondence with us. In addition, we use the Personal Data you entered into the Website and/or Mobile Apps and the technical data from your                 device such as its IP-address, the pages you visited on our Website, your click-through and surf behaviour and the length of your session.

5.5   For organisational analysis and internal management of our business

  1. What does this mean?

We process your Personal Data to benefit the performance and organisation of our business. We provide central processing facilities in order to work more efficiently. We conduct audits and surveys, implement business controls, and manage and use customer and supplier directories in preparation of our management reporting. Also, we may process your Personal Data for finance and accounting, archiving and insurance purposes, legal and business consulting and in the context of dispute resolution. In all cases, where possible, we will use aggregated and anonymized data to create management reports and to analyse our business.

  1. What are our legal grounds for doing this? 

We will process your Personal Data based on our legitimate interests in maintaining the service levels that you expect.

  1. Which Personal Data do we use for this purpose?

           We process your contact details such as your name, address and email address, contact number, date of birth, correspondence with Qatar Airways Holidays, data generated during the performance of the agreement between you and Qatar Airways Holidays, correspondence with               Qatar Airways Holidays and the information you provide when responding to our surveys.


5.6   For compliance with legal or regulatory requirements

  1. What does this mean?

In order to comply with legal or regulatory obligations, including providing specific information to law enforcement or similar bodies upon request, Qatar Airways Holidays may be required to share your Personal Data with law enforcement officials, courts and government and regulatory authorities.

  1. What are our legal grounds for doing this? 

We will process your Personal Data based on either:

(a) our legitimate business interests to be able to share information with law enforcement or similar bodies from time to time, subject to their legitimate requests in maintaining adherence to our company policies and the standards which we uphold for our employees, suppliers and partners. We will need to be able to process this information in order for us to comply with legitimate requests, including in cases where we determine that we are not compelled to by applicable laws. Prior to sharing that information, we will ensure that by properly exercising our right to act in our legitimate interest to share the requested data we will not be overriding your interests or fundamental rights and freedoms which require protection of your personal data; or

(b) compliance with a legal or regulatory obligation.

  1. Which Personal Data do we use for this purpose?

For this purpose, the Personal Data that we may be compelled to share will vary on a case to case basis but may include for example your name, date of birth, address and contact details.
 

5.7   If you participate in events, prize draws or competitions

  1. What does this mean?

If you give us your consent to do so, we may invite you to participate in promotions, prize contests, events, competitions and/or games of chance (collectively “Contests”). If you choose to participate in any Contest, we need your Personal Data to allow you to participate, to administer the Contest and to announce the winner, process the delivery of and distribution of the prizes and to measure the response to Contests.

  1. What are our legal grounds for doing this? 

We will process your Personal Data based on the terms and conditions of the relevant Contest. If you decline to provide this information, we will not be able to register or enter you into the relevant Contest or award you a prize if you have been successful. Where a Contest involves Personal Data of a child, we require the parent or legal guardian to provide consent.

  1. Which Personal Data do we use for this purpose?

Where we are the organiser or sponsor of the Contest, we may process your name, address, email address, passport copy, country of residence, proof of residence or age verification documentation, personal identification documentation, signature, photo and your entries in the Contest. Please refer to the terms and conditions of the relevant Contest for relevant details of Personal Data processed. We may also share your Personal Data on social media, with third parties sponsors of prizes in order to administer the prizes to you.
 

5.8   If you subscribe to our mailing list, for sending you relevant information about Qatar Airways Holidays

  1. What does this mean?

If you give us your consent to do so, we will occasionally inform you about our special offers, news, and new products and may invite you to participate in Contests via the email address you provide us.

  1. What are our legal grounds for doing this? 

We process your Personal Data based on your consent.

  1. Which Personal Data do we use for this purpose?

For this purpose, we process your name and email address, your preferences and interests, such as those that you have actively shared with us, but also those that we have inferred through your registered interactions with Qatar Airways Holidays on our Website your shopping history, both online and offline (when making an offline purchase) and the links you click on in our emails.


5.9   Legitimate Interests


Where Qatar Airways Holidays relies on legitimate interests as a basis for processing your Personal Data, we have considered your interests, rights and freedoms and carry out a ‘balancing test’ to ensure that our processing is necessary and that our legitimate interests are not overridden by your rights and interests.

COOKIES

Cookies are small files of information which save and retrieve information about your visit to our Website, for example, how you entered our site, how you navigated through the site, and what information was of interest to you. Read more about how we use cookies in our cookie policy.

DATA TRANSFERS

7.1  Within Qatar Airways Group


Qatar Airways Holidays staff is authorised to access Personal Data only if and insofar as necessary to serve the applicable purpose and to perform their jobs.

We may disclose your Personal Data to our shareholders and any member of the Qatar Airways Group for business and administrative purposes. As part of the global organisation Qatar Airways Group, Personal Data we collect may be transferred internationally throughout the Qatar Airways Group to countries where Qatar Airways Group is established and whose data protection laws may not be as extensive as those in the European Economic Area (“EEA”).

Where necessary, Qatar Airways Holidays will ensure that adequate safeguards are in place to comply with the requirements for the international transfer of personal data under applicable data protection and privacy laws.

7.2  Outside the Qatar Airways Group 

To provide you with our services, we may be required to disclose certain of your Personal Data in the following cases:

(i)   to you or those acting on your behalf. Where local regulations require, we may obtain your consent in writing for the purpose of allowing anyone else to act on your behalf; and/or

(ii)   to third parties, including law enforcement officials, law courts and government and regulatory authorities: (a) if we believe disclosure is required by any applicable law, regulation or legal process (such as to respond to subpoenas or judicial orders); or (b) to protect and defend                our rights, or the rights or safety of third parties, including to defend against legal claims.

When Personal Data are disclosed to third parties, we will take the required contractual, technical and organisational measures to duly protect such Personal Data in accordance with applicable legislation.

The abovementioned disclosures may involve the transfer of Personal Data to and from countries outside of your country of residence, including to and from countries whose data protection laws may not be as extensive as those in the EEA. Where necessary, we will ensure that adequate safeguards are in place to comply with the requirements for the international transfer of personal data under applicable data protection and privacy laws.

HOW DO WE KEEP YOUR DATA SAFE?

Qatar Airways Holidays has implemented measures to safeguard Personal Data, as we are committed to ensuring that Personal Data are secure. In an effort to prevent unauthorised access to, or disclosure of, Personal Data, we have put in place physical, technical, and administrative safeguards to protect Personal Data against accidental or unlawful destruction or accidental loss, damage, alteration, unauthorised disclosure or access, as well as all other forms of unlawful processing.

Although we use reasonable and appropriate efforts to protect Personal Data, we cannot guarantee the security of Personal Data transmitted via the internet or similar connection.

DATA RETENTION

We store Personal Data for as long as is reasonably necessary to fulfil the purpose for which they were collected, or to comply with legal, regulatory, tax, or audit requirements.

When Personal Data are no longer required, we will take commercially reasonable and technically practicable measures to make the Personal Data irrecoverable or irreproducible in accordance with applicable legislation.

YOUR RIGHTS

You can exercise your rights of access to and rectification or erasure of Personal Data, or request restriction of processing, or object to processing as well as data portability, or, where consent is our legal basis, withdraw such consent, at any time by sending a request via a dedicated ‘subject access request’ portal on Qatar Airways Group’s website. You may have other rights depending upon your country of residence.

We will not charge a fee to respond to your request unless the request may be deemed as manifestly unfounded or excessive.

HOW TO CONTACT US OR LODGE A COMPLAINT

Should you have any questions or concerns about the processing of your Personal Data or this Privacy Notice, please contact:

Qatar Airways Group

Qatar Airways Tower 1

PO Box 22550 Doha,

State of Qatar Attention: Data Protection Officer

You can also contact our Data Protection Officer by sending an email here. Please note that you also have the right to lodge complaint with a competent supervisory authority.