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“KLM already complied with Dutch privacy laws.” Monique
Business Architect at KLM

What is GDPR?

Simply put, the General Data Protection Regulation (GDPR) is the European privacy legislation that ensures your personal data is protected even better than before. Transparency about the use of your data becomes more important every day. Therefore, we have updated the KLM privacy policy to meet all requirements.

No worries: KLM is a Dutch company and the Netherlands already had strict data regulations, so your privacy was never at stake. However, we’re always looking to improve and protect your privacy even more.

Would you like to know more about the changes?

The questions we've received most in relation to our data and privacy policy, like “What data does KLM share with other parties, and why”, are answered in the Q&A section on this page.

“It’s about the person behind the data.” Jos
Corporate Privacy Officer at KLM

Your personal information and GDPR

The General Data Protection Regulation (GDPR) ensures that your personal information is collected, stored, shared and utilised with care. It not only concerns companies that are based in Europe (like KLM), but also companies that target European citizens.

The most important part of the regulation can be summarised in 6 rights:
1) the right to access your data;
2) the right to rectify your data;
3) the right to have your data erased;
4) the right to restrict the processing of your data;
5) the right to transmit your data to another party (portability);
6) the right to object.

KLM and other companies are obliged to make it easy for you to exercise these rights. Also, they might need your approval to use your data and they must provide you with a transparent and complete explanation of how your data is used. For more details about GDPR, click here.

“To personalise our service on board.” Chantal
Cabin Attendant at KLM

So, why do we use your data?

  1. So we can serve you correctly, safely and according to your preferences. It’s also used so we can communicate with you if necessary, or for your safety on board our flights.
  2. To send you updates and special offers that suit your interests. For instance, we send you an e-mail before departure to help you prepare for your flight.
  3. To make sure our online services and/or apps work correctly and offer you relevant information. If you've given your approval, we could use your location information to guide you to the nearest location of your interest. Pretty handy, eh?
  4. We may use some data for statistical analysis and research, but for this purpose, we only use anonymised collected data. Without your approval, we will never use sensitive data for statistical research.

You can find a complete overview of how and why we process your data in the “The types of personal data we process” section of KLM’s privacy policy.

“To make things easier for our clients.” Robert
Head of Loyalty Insights at KLM

Cookies

As an internet user, you’ve probably heard about cookies before. Cookies are small data files that are downloaded onto your device by the website you are on. They make your visit more personal and convenient, for instance by pre-filling information for you, displaying only relevant navigation settings or by remembering your preferences.

On our websites, we place some of the cookies ourselves, whilst other cookies are placed by third parties. Third-party cookies may collect data outside our websites as well. If you want to change your cookie settings, you can do this in your internet browser.

For a full explanation of our cookie policy and a link to your browser’s user guide, click here.

Questions and answers

What is personal data?

Everything that can be linked to a person (like an address, account numbers, telephone number) is called personal data. Even company information that shows only contact details, such as a telephone number, is considered personal data. So needless to say, personal data must be treated with care.

What data does KLM collect and store?

If you use one of KLM's services, we ask for your personal data. For example an address, telephone number, date of birth or passport number. Of course, we don’t need this kind of information for every service, so we only ask for it when it's relevant. If you buy a ticket, we need your passport data. If you sign up for a newsletter, we don’t, so we will not ask for it.

We ask for your personal data at different times:
- When you book a ticket;
- When you sign up for our Flying Blue loyalty programme;
- When you contact us;
- When you visit a KLM website (cookies.)

In our privacy policy, you can read exactly what data we need at what point.

How long does KLM store my data?

This differs per activity. For some purposes, we need to keep your data a little bit longer to serve you better, whilst for other activities, we only have to save your data for a short period. For example, if you signed up for our loyalty programme, we keep the data during your 2-year membership.

For what purposes does KLM share data?

The main reason we need information from you, is to provide you with the best possible service. We need most of the information to book a flight. For example, your name and passport number are required to issue a ticket. To confirm your booking, we need an e-mail address. If you want to use a wheelchair or travel with an oxygen tank, we also need some medical information to be able to assist you.

Research
We use automated systems to discover trends in the preferences of our passengers. This allows us to improve our products and services. For this purpose, we only use anonymised collected data.

Only relevant information
Based on the information we have about your preferences and/or booking, you will only receive information from KLM that is relevant to you. Think for example of an e-mail to prepare you for your trip. This e-mail may also contain offers of accommodation or transport at your destination. If you subscribe to KLM newsletters, you're the first to know about attractive ticket prices, travel inspiration, package deals and the latest news. We only send offers and/or push notifications to your phone if you give us your consent. You can arrange this yourself via the preference center.

What data does KLM share with other parties?

Your personal data may be shared with other companies within AIR FRANCE KLM. It may also be disclosed to third parties like airports, government authorities, travel agents, credit card companies and partners who offer travel-related products, such as car rental companies or hotels.

How can I access my data stored by KLM?

You can submit a request to the KLM privacy office. This can be done by air mail or e-mail to klmprivacyoffice@KLM.com. Please make sure it includes a copy of your ID.

How can I rectify or erase my data?

You can submit a request to the KLM privacy office. This can be done by air mail or e-mail to klmprivacyoffice@KLM.com. Please make sure it includes a copy of your ID.

Where can I find KLM’s privacy policy?

Read more about KLM’s privacy policy and the way we treat your data.

Where can I turn to if I have a question or complaint about KLM’s privacy policy?

You can contact us via klmprivacyoffice@KLM.com

How does KLM protect my data?

We protect all your data adequately, so no need to worry! Our (IT) security policy meets all the requirements as set in GDPR art. 25.

What rights do I have?

The most important part of the GDPR regulation can be summarised in 6 rights:

1) the right to access your data;
2) the right to rectify your data;
3) the right to have your data erased;
4) the right to restrict the processing of your data;
5) the right to transmit your data to another party (portability);
6) the right to object.

KLM and other companies are obliged to make it easy for you to exercise these rights. Also, they might need your approval to use your data and they must provide you with a transparent and complete explanation of how your data is used.

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