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OVERVIEW


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 website www.al-mahaservices.com ("Website") 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 ("Privacy Notice") (together with our Terms of Use, our Cookies Policy) set out the basis on which we process any personal data we collect from you, or that you provide to us. Please read the following carefully to understand our views and practices regarding your personal data.

This Privacy Notice can be changed over time to comply with law or to meet our changing business requirements. The most up-to-date Privacy Notice can be found on our website. We will inform you appropriately of any relevant changes to this Privacy Notice.

Al Maha Services is a department within the Qatar Airways Group ("Al Maha Services", "we", or "us"). For the purposes of the General Data Protection Regulation, the Controller is 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.

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 'Contact Us - Unsubscribing From Newsletters' below) or by logging on to your corporate account or where you manage your booking and your marketing preferences.

Al Maha Services Privacy Notice

Definitions

By "Personal Data" we mean any information relating to an identified or identifiable natural person.

When Does This Privacy Notice Apply?

This Privacy Notice applies to the processing by 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, when you use our Website, our mobile apps ("Mobile Apps"), services provided by us or others acting on our behalf and when you interact with us. We will only use your Personal Data in accordance with this Privacy Notice.

Who Is Responsible For Your Personal Data?

Al Maha Services is responsible for the collection and use of all Personal Data described in this Privacy Notice. In this Privacy Notice we explain which Personal Data we process and for what purposes, and to which persons or entities the Personal Data will be provided.

How We Collect and Receive Personal Data

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 principal where you disclose Personal Data on their behalf, including when you:

  • use our meet and assist service or lounge service at Hamad International Airport;
  • use or access our Website or Mobile Apps, 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;
  • communicate with us by means such as by email, telephone, in writing or through our customer services locations or pages or social media platforms; or
  • register, create or modify an online or in-app account with us.

We may also collect your Personal Data through our Website or Mobile Apps and other channels including our ticketing counters, third party providers, subcontractors, such as travel agents and meet and greet service providers, 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.

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 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.

Why Do We Use Your Personal Data?

(I) When you interact with Al Maha Services (online or offline)

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

  • 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.

  • 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.

  • 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, nationality, 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 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.

(b) If you open or manage an Al Maha Services account with us, to ensure confidentiality and security of your transactions and purchases

  • What does this mean?

    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 a corporate or individual account for you. 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.

  • Which personal data do we use for this purpose?

    For an individual 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, user name, your role, the details of your purchases and transactions and payment details.

    For a corporate account, we process the name, role, contact details and login data of the representative of that corporate customer.

  • What are our legal grounds for doing this?

    We process your Personal Data in the performance of the service contract between you and Al Maha Services.

(II) For the assessment and acceptance of a customer

  • 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.

    In addition, we process your Personal Data in the role of data processor to assist in check-in and security procedures.

  • What are our legal grounds for doing this?

    We will process your Personal Data based our legitimate interests to enter into a contract with you, based on the performance of the contract and the applicable legal obligations and regulatory requirements.

  • 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.

  • Automated decision-making

    We use automated fraud detection algorithms to screen your online purchases in order to prevent fraudulent credit card transactions.

(III) For the performance of a contract

  • What does this mean?

    When you book with Al Maha Services, we process your Personal Data for administrative purposes such as:

    • facilitating your bookings for meet and greet services at arrival, departure and transit and lounge services, our add-on services and special requests; and
    • administering your Al Maha account.

    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. 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.

  • What are our legal grounds for doing this?

    We will process your Personal Data based on the performance of our contract with you or based on a corporate membership agreement. If you provide Personal Data on behalf of someone else (if, for example, you have arranged to make a booking on behalf of another person or on behalf of a child of whom you are the parent or legal guardian), you enter into the relevant service contract on behalf of that person.

  • Which personal data do we use for this purpose?

    When using our meet and greet service, we process the customer’s name, title, date of birth, gender, nationality, address and email address, telephone number, payment and credit information, order history and other data stored in our customer, supplier and business partner database. In addition, we may process the title, name, email address and telephone number of the person who is meeting the customer. If the booking is made by a representative, we process that representative’s name, title, email address and telephone number. If the customer has indicated to be received by someone upon arrival, we process the receiver’s name, title, email address and telephone number.

    When using our lounge services, we process the customer’s name, title, date of birth, gender, nationality, address and email address, telephone number, payment and credit information, order history and other data stored in our customer, supplier and business partner database. If the booking is made by a representative, we process that representative’s name, title, email address and telephone number.

(IV) In the event of an emergency

  • What does this mean?

    In the event of an emergency, Al Maha Services will be required to provide emergency response services and share your Personal Data with emergency responses providers and authorities. If you have included an emergency contact in your booking, we also disclose the Personal Data of your emergency contact.

  • What are our legal grounds for doing this?

    We will process your Personal Data based on the protection of your vital interests and our legal obligation to comply with the applicable laws

  • Which personal data do we use for this purpose?

    For this purpose, we process your name, address, telephone number, gender, date of birth, nationality, passport number, any medical information and Personal Data of an emergency contact.

(V) For the development and improvement of our services

  • What does this mean?

    It’s important for us to continue to provide you with our award winning services and uphold the 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.

    For this purpose we keep track of how often you read our newsletters, visit our Website and/or Mobile 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, in order to support and optimize our service offerings to you.

  • What are our legal grounds for doing this?

    We will process your Personal Data based on the performance of the relevant contract or in our legitimate business interests in enhancing our services to you.

  • 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 or Mobile Apps, your click-through and surf behaviour and the length of your session.

(VI) For organisational analysis and development, internal management, organisation reporting, and acquisition and divestitures

  • What does this mean?

    We process your Personal Data to benefit the performance and organisation of our business. This includes general management, order management and management of Al Maha Services and Qatar Airways assets. 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.

    In addition, we use aggregated and anonymized 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.

  • What are our legal grounds for doing this?

    We will process your Personal Data based on the performance of our service contract or corporate membership agreement with you or in our legitimate business interests in maintaining the expected service levels to you.

  • Which personal data do we use for this purpose?

    We process your contact details such as your address and email address, personal details such as, but not limited to, your name and date of birth, payment and credit information, payment and order history, correspondence with Al Maha Services, data generated during the performance of the agreement between you and Al Maha Services, correspondence with Al Maha Services and the information you provide when responding to our surveys.

(VII) For compliance with law and to monitor and investigate compliance

  • What does this mean?

    Al Maha Services needs to comply with certain legal obligations and monitors its Website, Mobile App 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 by Qatar Airways IT personnel, third party regulators and government authorities.

  • What are our legal grounds for doing this?

    We will process your Personal Data based on:

    • our legitimate business interests in maintaining adherence to our company policies and the standards which we uphold for our employees, suppliers and partners;
    • our legal obligation to comply with laws and regulations which are applicable to us and the hospitality industry.
  • Which Personal Data do we use for this purpose?

    For this purpose, any Personal Data that is stored on our 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.

(VIII) If you participate in prize contests, events, competitions, promotions and/or games of chance, to manage your participation

  • What does this mean?

    If you give us your consent to do so, we can 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.

  • 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.

  • 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.

(IX) Only if you subscribe to the mailing list, for sending you relevant information about Al Maha Services

  • What does this mean?

    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. You will only receive our newsletters if you subscribe via the opt-in function and provide your explicit consent to this mailing list.

  • What are our legal grounds for doing this?

    We process your Personal Data based on your explicit consent to send you personalised newsletters.

  • 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 Al Maha Services including our Websites and Mobile App, your shopping history, both online (if you link your purchases to your profile) and offline (when making an offline purchase) and the links you click on in our emails.

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.

Who Has Access To Your Personal Data?

Access to your Personal Data within Qatar Airways Group

Al Maha Services may disclose your Personal Data to any member of the Qatar Airways Group for business purposes or administrative purposes to provide an overview of your contacts and contracts with the Qatar Airways Group. As a global organisation, data we collect may be transferred internationally throughout Qatar Airways' Group.

Within the Qatar Airways Group, we may share your Personal Data in order to offer you a complete package of services and ancillary products which you have requested such as porterage services. We may send the Personal Data stored in this Website to countries whose data protection laws may not be as extensive as those in the European Economic Area ("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

When you make a booking via our Website, we use support and other functions which may require the transfer of your Personal Data to and from countries outside of your country of residence that may be processed and stored by relevant third parties to provide you with the arrangements you require.

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

  • to you or those acting on your behalf such as travel agents or other representatives;
  • to third parties including service providers to provide a service to, or perform a function for, us or who are otherwise appointed by us in connection with the services we offer you including those who are acting as our agent or sub-contractors, including, without limitation, ground handling service providers, hoteliers, travel agents, meet and greet service providers, lounges, and our legal and other professional advisors;
  • to third parties in connection with a proposed or actual financing, securitization, insuring, merger, restructure, sale, acquisition, assignment or other disposal of all or part of our business or assets or the assets of any affiliate or to anyone whom we may transfer our rights and/or obligations for the purposes of evaluating and performing the proposed transaction;
  • 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;
  • to customs, border control, security, anti-terrorism and immigration authorities in Qatar, the EEA and in other countries, which require by law access to booking and travel itinerary information including Advanced Passenger Information (passport and associated Personal Data) ("API") for all passengers prior to your travel and upon their request in accordance with the law; and
  • where you have made a booking, to passengers travelling under the same booking as you.

Organisations that are based outside of the EEA may not be subject to the same level of controls in regard to data protection as exist within the EEA. When third parties are given access to your Personal Data, we will take the required contractual, technical and organisational measures to ensure that your Personal Data is only processed if necessary for the relevant purpose. We use reasonable efforts to ensure that third parties will only process your Personal Data in accordance with applicable law (e.g. via data processing agreements as set out in paragraph 8.3).

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.

How Do We Keep Your Data Safe?

Safeguards

Al Maha Services has 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 Data, 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, where necessary, we use encryption technology when collecting or transferring Personal Data.

Children

Except for required customer details, we do not intentionally gather Personal Data about children. We are not able to identify the age of persons who access and use our Website or Mobile App or subscribe to our newsletters. If you believe we have inadvertently collected Personal Data about your child or if the child has provided us with Personal Data without parental or guardian consent, the parent or guardian should contact us, and we will erase the Personal Data and where relevant unsubscribe the child.

Retention

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 erasing 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.

Contact Us - Unsubscribing From Newsletters

If you no longer want to receive our newsletters, you can unsubscribe at any time by clicking the ‘unsubscribe’ link in any email containing our newsletter, which will be effective immediately.

You can raise an unsubscribe request by sending an email.

In addition, 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/o Qatar Airways Group
Qatar Airways Tower 1
PO Box 22550
Doha, Qatar

After processing your request, which may take up to 15 working days, Al Maha Services will not send you any further newsletters and you will be marked as unsubscribed in our mailing list.

Contact Our Data Protection Officer

You can request access, rectification, review of processing, restriction or erasure of the data that Al Maha Services processes about you at any time by sending a request via a dedicated 'subject access request portal' on Qatar Airways Group’s website. 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 that data to another controller. We will not charge a fee to respond to your request unless the request may be deemed as manifestly unfounded or excessive. Please indicate that your booking relates to Al Maha Services. Where your request relates to a booking, please provide your booking reference, the dates for which your booking was made and any other relevant information that will assist us to identify your booking.

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.

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

Qatar Airways Group
Qatar Airways Tower 1
PO Box 22550
Doha, Qatar
Attention: Data Protection Officer

To send an email to our Data Protection Officer regarding the processing of your Personal Data click here.

Data protection plan


In addition to our Privacy Notice, Al Maha Services and Qatar Airways has adopted a revised data protection approach which provides a global and simplified legal basis for all databases and applications sharing personal data within and outside the Qatar Airways Group of companies.

Learn more about our data protection approach