Your privacy is very important to Al Maha Services and we understand how important it is to you. We want you to feel safe when visiting our websites or using our services and are committed to maintaining your privacy when you do. We require our employees, suppliers and partners to maintain confidentiality in accordance with applicable data protection laws.
This Privacy Notice (together with our Terms and Conditions, our Cookies Policy and any other documents referred to herein) sets out the basis on which any personal data we collect from you, or that you provide to us (“Privacy Notice”). Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
For the purposes of the General Data Protection Regulation, the so-called Controller Qatar Airways Group, Q.C.S.C. a Qatari Closed Shareholding Company with its registered office at Qatar Airways Tower, PO Box 22550, Doha, State of Qatar (from now on referred to as "Qatar Airways", "we", or "us").
Al Maha Services has adopted an ‘opt-in' policy where you can decide whether you would like to receive our newsletters and offers. You may submit a request to withdraw your consent at any time by contacting Al Maha Services (see Section 10) or by logging on to your corporate account or where you manage your booking and managing your marketing preferences.
By "Personal Data" we mean any information relating to an identified or identifiable natural person.
This Privacy Notice applies to the processing by Qatar Airways and its unit Al Maha Services of all Personal Data we gather or use in connection with your relationship with us as a customer or potential customer of our business ("Privacy Notice") when you use our website, www.al-mahaservices.com (from now on referred to as our "Website"), our mobile apps (including our iPhone, Android and Blackberry apps) (from now on referred to as our "Mobile Apps") services provided by us or others acting on our behalf (including when you travel with us) and when you interact with us. We will only use your Personal Data in accordance with this Privacy Notice.
Qatar Airways and Al Maha Services is responsible for the collection and use of all Personal Data described in this Privacy Notice. Qatar Airways is the so-called 'controller'. In this Privacy Notice we explain which personal data we collect and use and for which purposes, and to which persons or entities the Personal Data will be provided.
We may collect and receive Personal Data directly from you or from your authorised representatives (i.e. persons whom you have authorised, persons who have been validly identified as being you or as your authorised representative pursuant to our then-current security procedures), from third parties (e.g., your travel agent or service booker, or our service providers) or the Personal Data of your relatives or principal where you disclose same on their behalf, including when you:
We may also collect your Personal Data from publicly available sources through our Website or Mobile Apps and other channels including our ticketing counters and airport operations and third party providers or our subcontractors where you have explicitly consented to providing your Personal Data to them or where we subcontract them to asssit us in providing servcies to perform a contract.
Where you disclose Personal Data on behalf of another person, you undertake and will ensure that the individual whose Personal Data is supplied to Al Maha Services and Qatar Airways 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 only as the parent or legal guardian of that child and enter into relevant contracts on behalf of that child.
Al Maha Services collects and uses a range of standard transactional data and personal information to enable us as a service provider to process payments and issue service confirmations, in line with financial and aviation national and international legislation. This data allows us to identify an account holder or customer and complete legal transactions. Al Maha Services shares personal information with: other parts of the Qatar Airways Group where there is a requirement to do so , for example, for the purpose of completing a customer transaction; third-party suppliers that have a requirement to know the information for the purpose of completing a customer transaction; and government authorities for immigration, customs and law enforcement purposes.
When you interact with Al Maha Services (online or offline)
(a) For answering your questions or responding to your complaints or requests
If you get in touch with us by in person via our Sales Offices, Qatar Airways Reservations and Ticketing Offices, our Qatar Airways Contact Centres, our IATA Travel Agents or Qatar Holidays, or via email, telephone, in writing or through our customer services pages or social media or by your authorised representative for the purposes of the relevant enquiry, we will use your Personal Data in order to reply to and answer your question or to respond to your complaints or requests (for eg. to assist you in processing a transaction or in providing technical assistance).
We will process your Personal Data based on the performance of our contract with you or in our legitimate business interests in providing customer care services to you based on your request depending on the specific case.
Al Maha Services retains data that we are legally obliged to hold by various legal, regulatory and contractual requirements and that customers have given us their express permission to hold. In all cases, the data is held, stored, used, and deleted where appropriate, as per the relevant legislation, or as per the express permission preferences given by the customer. For this purpose, but not limited to, we use your name, PNR number, contact details, ticket number, email address, country of residence, flight number, date of travel, origin, destination, booking class, your correspondence with Al Maha Services and Qatar Airways about your question/s and all other personal data necessary to answer your question. We may monitor or record you phone conversations for training and customer services reasons.
Al Maha Services retains data that we are legally obliged to hold by law. The data is held, stored, used, and deleted where appropriate, as per the relevant legislation.
(b) If you open or manage an Al Maha Services account with us, to ensure confidentiality and security of your transactions and purchases
When you choose to register, create or modify an online or in-app account with us, you need to provide Personal Data so that we can create an account for you. Upon creating your account, we will send you your personal login information or authorised representative login information for your corporate account or individual booking. Using this data allows us to manage your account, keep you updated about your account activity and to make sure that all your purchases and transactions are secure and confidential. We are, for instance, able to change your password for you. If someone has used your account in an unauthorised way, our service delivery messages will alert you directly via an SMS message to the mobile number that you have identified to us.
For this purpose,
for your Al Maha Services account, we process your name, email address, title, telephone number, gender and date of birth, address, any other information you have added to your account, your login data (including your password), display name, your role, the details of your purchases and transactions and your payment details.
We process your Personal Data for a variety of reasons and not necessary limited in the performance of the contract, legal obligation and legitimate interest between you and Al Maha Services.
For this purpose, your Personal Data will be kept as long as you choose to maintain your respective account. After this term, your Personal Data will be deleted from our systems.
(c) To allow you to connect with us via social media
Al Maha Services is active on social media platforms like Facebook, Twitter, LinkedIn, YouTube, and Instagram. When you contact us via social media, we will use your Personal Data in order to answer your questions and to respond to your messages.
We understand that you require a convenient method of communicating with us being a subscriber to those social media platforms and where you have given us your consent to marketing cookies on our Website or Mobile App, we will be allowed to provide you with relevant marketing which will offer you a selection of products when you use those platforms.
Any information which you choose to voluntarily post to our interactive forum, is by nature made publicly available to other users who have access to that portion of our website. We encourage you not to share your Personal Data and we are not responsible for any information you choose to provide or communicate in such forums. Any disclosures you make are at your own risk.
(d) For the development and improvement of our products and/or services
It’s important for us to continue to provide you with our award winning services and uphold the Qatar Airways and Al Maha Services brand. In order to achieve this, we use your Personal Data so that we can assess, analyse and improve our services to you as a service provider and enhance our products and services across the Qatar Airways group of companies or make changes to our newsletters or our website. This means that we keep track of how often you read our newsletters, how often you visit our websites or apps, which pages you click on and what services you purchase through our Website or Mobile Apps. We may also collect your Personal Data from publicly available information such as information on third party websites or from our business partners, in order to support and optimize our service offerings to you.
We also use non-personally identifiable data (aggregated data) to analyse our customers’ behaviour, perform research into market trends through statistical analysis to evaluate and adapt our products and marketing to new developments and to make our promotions and offers relevant to you. Our research results are only reported within our organisation on an aggregated basis. We can purchase supplementary data from public sources to complement our database for the above purposes.
We may also regularly use surveys to find out whether you are satisfied with our services. These surveys are conducted through our Website, Mobile Apps or via email. We use your responses to surveys for quality assessments and to improve your customer experience, for instance concerns with a service delivery.
We will process your Personal Data based on the performance of our contract with you or in our legitimate business interests in enhancing our services to you. To ensure the security of your personal data, our research and analytics are aggregated and anonymized and we require our employees, suppliers and partners to maintain confidentiality in accordance with applicable data protection laws.
For this purpose, we use your contact details such as your address and email address, personal details such as your name and date of birth, payment and credit information, and correspondence with us. In addition, we use the personal data you entered into a website or application or that were generated by the functionalities you used in a website or application and the technical data from your device such as its IP-address, the pages you visited on our websites or apps, your click and surf behaviour and the length of your session.
If you choose to participate in our surveys, we can ask you to provide us with Personal Data, such as booking number and services booked, flight details, date of travel, name, contact details and gender. We can also use the Personal Data that you have provided in the survey for this purpose.
For this purpose, your Personal Data will be kept for six years. After this term, your Personal Data will be deleted from our systems.
When you use our services
(e) For the assessment and acceptance of a customer
When you get in contact with Al Maha Services, we will process your Personal Data for assessment and acceptance purposes, for example in order to confirm and verify your identity or that of your authorised representative for the purposes of the relevant transaction or once you have booked with us at the time of entering the security checkpoint, check-in (at our counters or at self-check-in kiosks), and during the boarding gates or disembarkation process (including security screening baggage screening and flight transfers).
Al Maha Services will also process your Personal Data for other administrative and regulatory purposes such as due diligence and transportation security screening against publicly available government and/or law enforcement agency sanctions lists.
Al Maha Services may also use and disclose your Personal Data to persons who have been validly identified as being you or your authorised representative(s) pursuant to our then-current security procedures, for the purpose of the relevant transaction or enquiry. In particular, each of the passengers who are grouped under the same Passenger Name Record (PNR) number shall be deemed to be authorised representatives of each of the other passengers under the same PNR number, for the purposes of disclosure identified in this policy, regardless of the number of persons within each group.
We will process your Personal Data based on your request to enter into a passenger transport contract with us and applicable legal obligations and regulatory requirements. For example, you will not be allowed to enter the security checkpoint if your identity cannot be confirmed, you chose to not provide proper identification or you decline to cooperate with the identity verification process.
For this purpose, we process your contact details such as your postal address and email address, visas for your transit and final destinations, personal details such as your name and date of birth, payment and credit information and details of your correspondence with us. We will also process the Personal Data of those passengers travelling under the same PNR number with you in a similar manner.
We use automated fraud detection algorithms to screen your online purchases in order to prevent fraudulent credit card transactions.
For the conclusion and execution of agreements
When you book with Al Maha Services, we process your Personal Data for administrative purposes such as:
We also use your Personal Data in order to deliver or receive and manage our products or services to do what 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.
When you make a booking, you will be provided with a booking reference. Your booking reference should be kept confidential at all times. Disclosing your booking reference to other passengers may allow them to access your booking details through our system. 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.
We will process your Personal Data based on the performance of our contract with you. If you provide Personal Data on behalf of someone else (if, for example, you have arranged to make a booking on their behalf or on behalf of a child of whom you are the parent or legal guardian), you enter into a contract on behalf of that child or person.
For this purpose, we process your contact details such as address and email address, personal details such as but not limited to your name and date of birth, payment and credit information, order history and other data stored in our customer, supplier and business partner database in relation to that passenger transport contract with you and any other contracts for ancillary or other services that you have contracted for with the Qatar Airways group of companies.
For organisational analysis and development, internal management, organisation reporting, and acquisition and divestitures
We process your Personal Data to benefit the performance and organisation of our business and our management reporting and analysis. This includes general management, order management and management of Al Maha Services and Qatar Airways assets. Al Maha Services also processes your Personal Data for its internal management. We provide central processing facilities in order to work more efficiently. We conduct audits and investigations, implement business controls, and manage and use customer, supplier and business partner directories. Also, we process your Personal Data for finance and accounting, archiving and insurance purposes, legal and business consulting and in the context of dispute resolution.
We use aggregated/anonymised personal data to create management reports and to analyse our business. We conduct customer, supplier and business partner surveys to learn more about your views and opinions in preparation of our management reporting. We also use your Personal Data for management reporting purposes in the context of mergers, acquisitions and divestitures and in order to manage such transactions.
We will process your Personal Data based on the performance of our passenger transport contract with you or in our legitimate business interests in maintaining the expected service levels to you. To ensure the security of your Personal Data, our analysis and, reporting is aggregated and anonymized and we require our employees, suppliers and partners to maintain confidentiality in accordance with applicable data protection laws.
For this purpose, we process your contact details such as, but not limited to, your address and email address, personal details such as your name and date of birth, payment and credit information, payment and order history, correspondence with Al Maha Services and Qatar Airways, data generated during the performance of the agreement between you and Al Maha Services, correspondence with Al Maha Services and Qatar Airways and the information you provide when responding to our surveys.
For this purpose, your Personal Data will be kept for six years.
For compliance with law and to monitor and investigate compliance
Al Maha Services and Qatar Airways needs to comply with certain legal obligations (e.g. responding to government information requests or complying with rules on Advanced Passenger information) and monitors its Website, Mobile Apps and IT systems to check compliance with Qatar Airways’ Group internal policies and regulations. During monitoring activities, your Personal Data can be accessed and viewed.
We will process your Personal Data based on:
For this purpose, any Personal Data that is stored on Al Maha Services and Qatar Airways' IT systems can be accessed and viewed for compliance purposes. The Personal Data that are accessed and viewed will not be stored for compliance purposes, unless we need them to further investigate potential non-compliant behaviour or in the course of legal proceedings.
We do not retain your personal data for this purpose, unless they are linked to non-compliant behaviour. We will then keep the relevant personal data until the investigation or proceedings have been concluded.
(f) If you participate in prize contests, events, competitions, promotions and/or games of chance, to manage your participation
If you give us your consent to do so, we can send you emails with invitations to participate in 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 where you are a winner to announce your to verify your eligibility to enter the Contest, to process the delivery of and distribution of the prizes and to measure the response to prize contests, events, competitions, promotions and/or games of chance.
We will process your Personal Data based on the terms and conditions of the 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.
For this purpose, where we are the organiser or sponsor of the Contest, we process your name, address, email address, passport copy, country of residence, proof of residence or age verification documentation, personal identification documentation, signature, and your entries in the Contest. Please refer to the terms and conditions of the relevant prize contest, event, competition and/or games of chance for relevant details of Personal Data processed under a specific Contest. We may also share your Personal Data with third parties sponsors of prizes in order to administer the prizes to you.
For this purpose, your Personal Data will be retained for the duration of the Contest you participate in and until award of the relevant prizes. For example, if you wish a return ticket, after you have flown, we will delete your Personal Data from our systems. Please refer to the terms and conditions of the relevant prize contest, event, competition and/or games of chance for relevant details of Personal Data processed under a specific Contest by Qatar Airways and a third party prize sponsors.
Only if you subscribe to the mailing list, for sending you relevant information about Al Maha Services
We will occasionally inform you about our special offers, news, and new products and may invite you to participate in prize contests, events, competitions and/or games of chance via the email address you provide us. You will only receive our newsletters if you subscribe via the opt in function and providing your explicit consent to this mailing list.
We will ask for your explicit consent to send you personalised newsletters. If you no longer want to receive the newsletters, you can unsubscribe anytime by clicking the ‘unsubscribe’ link in any newsletter or at any time via our Website which will withdraw that consent and be effective immediately. However, if you raise an unsubscribe request by emailing or calling our Customer Care Center or by sending us a request by post, it may take up to 30 working days to process your request and update our systems to remove your email address from our mailing list.
After receiving your request, Al Maha Services will not send you any further newsletters, our special offers or news via email and you will be marked as unsubscribed in our mailing list. Please note that if you have subscribed to receive any newsletters, offers or news from third parties, these service providers may still provide you with offers or news on Al Maha Services based on your request to receive such communications. You may change your marketing preferences with these service providers should you choose not to receive communications about Al Maha Services.
For this purpose, we process:
For this purpose, your Personal Data will be kept as long as you choose to stay subscribed to receive these emails from us. Via our unsubscribe function, your consent will be withdrawn and you will be marked as unsubscribed in our mailing list.
Access to your personal data within Al Maha Services and Qatar Airways
As a global organisation, data we collect can possibly be transferred internationally throughout Qatar Airways' worldwide organisation. Qatar Airways can exchange your Personal Data with other companies within the Qatar Airways group. We may disclose your Personal Data to any member of our Group for business purposes, which means our subsidiaries, our ultimate holding company and its subsidiaries, and to relevant third parties for the purpose of fraud protection and credit risk reduction and for administrative purposes and so that we can have a complete overview of your contacts and contracts with the Qatar Airways Group. We can also exchange your data in order to offer you a complete package of services and products. We may send the Personal Data stored in this site to countries whose data protection laws may not be as extensive as those in the European Economic Area (EEA). However, we will take appropriate steps to ensure the same level of protection for the processing carried out in such countries as within the EEA. Qatar Airways employees are authorised to access personal data only if necessary to serve the applicable purpose and to perform their jobs.
Access to your personal data by third parties
Qatar Airways shares personal information with other parts of the Qatar Airways Group where there is a requirement to do so, for example, for the purpose of completing a customer transaction; third-party suppliers that have a requirement to know the information for the purpose of completing a customer transaction; and government authorities for immigration, customs and law enforcement purposes.
In other cases, your personal data will not be supplied to third parties, except where required by law or via individual consent.
The use of your personal data by data processors
When a third party processes your personal data solely following Qatar Airways instructions, it acts as a data processor. We enter into an agreement with such a data processor for the processing of Personal Data. In this agreement, we include obligations to ensure that your Personal Data are processed by the data processor solely to provide services to us.
Al Maha Services and Qatar Airways have taken adequate safeguards to ensure the confidentiality and security of your personal data. We are committed to ensuring that your personal data is secure. In an effort to prevent unauthorised access to, or disclosure of, your Personal Information, we have put in place physical, technical, and administrative safeguards to protect your 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 (including, but not limited to, unnecessary collection) or further processing. In order to protect the security of your information, we use encryption technology when collecting or transferring sensitive personal data.
Outside of required passenger details, we do not intentionally gather Personal Information about minors. If you believe we have inadvertently collected Personal Information about your child, please contact us, and we will attempt to remove this information. If a minor (according to applicable laws) has provided us with Personal Information without parental or guardian consent, the parent or guardian should contact us to remove the relevant Personal Information and unsubscribe them.
We will retain Personal Data for as long as it is necessary to fulfil the purpose for which it was collected, the legal or business purposes of Al Maha Services, or as required by relevant laws. When destroying Personal Data, we will take commercially reasonable and technically possible measures to make the personal information irrecoverable or irreproducible in accordance with the applicable laws.
You can request access, correction, restriction, or removal of the data that Al Maha Services processes about you at any time by sending a request to:firstname.lastname@example.org or through our website www.al-mahaservices.com. You will also, under certain circumstances, have the right to data portability, meaning that you have the right to receive your personal data in a structured, commonly used and machine-readable format to transmit those data to another controller.
We may charge you a small, reasonable administration fee to respond to your request. Any request must include the following information: your name and address and any other information which may identify you. Where your request relates to a booking, please provide your booking reference, frequent flyer or Qatar Airways Privilege number, the dates on which the travel took place and any other relevant information that will assist us to identify your booking.
You can object to or withdraw your consent (e.g. for receiving direct marketing communications) at any time by sending a request to the following address:
Al Maha Services
c/- Qatar Airways Group
Qatar Airways Tower 1
PO Box 22550
Doha, State of Qatar
Should you have any questions about the processing of your personal data, please contact
Al Maha Services
c/- Qatar Airways Group
Qatar Airways Tower 1
PO Box 22550
Doha, State of Qatar
Attention: Data Protection Officer
We will make reasonable efforts to revise any information that is incorrect, or update or change your information or preferences, as permitted by law. It may take several weeks to implement the changes. If you feel that we do not comply with applicable privacy rules you have the right to lodge a complaint with a competent data protection authority.
Our Website may, from time to time, contain links to and from the websites of our partner networks and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any Personal Data to these websites.
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