Our privacy promise
IAG Cargo is committed to respecting your privacy and protecting your personal information.
We will be transparent about the information we are collecting and what we will do with it.
We will use the information you give us for the purposes described in our Privacy Policy, which include providing you with services you have requested and enhancing your experience with IAG Cargo.
We will also use the information to help us understand you better and so that we can give you relevant offers.
If you tell us you don’t want to receive marketing messages we will stop sending them. We will, of course, continue to send important information relating to a product or service you have purchased to keep you informed about your booking.
We will put in place measures to protect your information and keep it secure.
We will respect your data protection rights and aim to give you control over your own information.
You can access our full Privacy Policy below to help you to understand better how we use your personal information. In it, we explain in more detail the types of personal information we collect, how we collect it, what we may use it for and who we may share it with.
Within the Privacy Policy you will find some specific examples (underlined) of why and how we use your personal information. If you have further questions please get in touch with us by emailing our data protection coordinator: dataprotection.cargo@iagcargo.com.
Without prejudice to your rights under applicable laws, the above and the privacy policy is not contractual and does not form part of your contract with us.
Full Privacy Policy
Controller of personal information
Any personal information processed by IAG Cargo in connection with this Privacy Policy is controlled by IAG Cargo, which is considered the “data controller” of your personal information under European Union and UK data protection law. Our address is IAG Cargo S122, PO Box 99, Hounslow, Middlesex, TW6 2JS.
IAG Cargo will also be the “data controller” of any personal information processed in relation to your membership of FORWARD.REWARDS or another membership programme operated by IAG Cargo.
If another airline will be required to complete your booking, we will only share necessary data that will allow the completion of the booking to fulfill our service contract with you. The other airline will also separately be considered a “data controller” under European Union and UK data protection law. You can access the privacy policies of any other airlines from them directly.
You can access the privacy policies of those providers from them directly.
If you are a member of FORWARD.REWARDS or another membership programme operated by IAG Cargo, then IAG Cargo is considered the “data controller” of your personal information.
What do we mean by personal information?
Personal information means details which identify you or could be used to identify you, such as your name and contact details or purchase history. It may also include information about how you use our websites.
When does this policy apply?
This Privacy Policy applies to personal information about you that we collect, use and otherwise process regarding your relationship with us as a customer or potential customer, including when you book with us or use our other services, use our websites, contact our service agents or call centres and book to use our services through third parties (such as our GSA's "Global Sales Agents").
Where we reference that others are data controllers in the section “Controller of Personal Information “or “Who do we share your personal information with?” you should consult their privacy policies for further information.
How can you keep your personal information secure?
We take great care to protect the personal information you provide to us. Here are some things you can do to keep your information secure.
Keep your registered customer log-in details confidential
To make sure your access to our websites and other online services is secure, you should not share your log in details with anyone else. When you finish using the website or online services you should log out if others may be able to access your computer or device. This is especially important if you are using a publicly accessible computer.
Keep your booking reference confidential
When you make a booking, you will be given a booking reference. This will appear on the email confirmation. You should keep your booking reference confidential always.
Giving your booking reference to others may allow them to access your booking details through our system.
Be aware of and protect yourself against internet fraud and “phishing”
There is an Internet fraud practice known as "Phishing" which is the illegal gathering of personal information by deception. Unsolicited emails are sent to individuals from lists illegally gathered by a third party, and recipients are asked to enter or reconfirm bank or password details into a 'cloned' or illegal copy website.
When do we collect personal information about you?
We collect personal information about you whenever you use our services (whether these services are provided by us or by other companies or agents acting on our behalf), including when you book with us, when you use our website, or interact with us via email or use our contact centres.
In addition, we may receive personal information about you from third parties, such as:
Companies contracted by us to provide services to you.
Companies involved in your booking, including airlines involved in your booking, relevant airport operators and customs and immigration authorities.
Companies that participate in our loyalty schemes.
Companies who provide details to us under privacy polices providing information to be shared with IAG Cargo.
What types of personal information do we collect and retain?
When you use our services, you will need to provide us with your personal details.
We collect the following categories of personal information:
Information you provide for IAG Cargo to register, complete and manage a booking you have made with us or a service you have requested from us.
Example:
Your name, company, position, email, IATA Cass, City and Country.
We will know if you booked via iagcargo.com or used another sales channel such as an account manager or our contact centre.
Information about the services we have provided to you in the past
Example:
Details of your previous bookings, such as products booked, delays or airport disruption, and your customer feedback.
Information about other online interactions
Example:
We will retain your information if you have entered a competition, registered for a promotion or interacted with us via social media such as Facebook or LinkedIn.
Information about your use of our websites, contact centres and social media
For more details of the methods please see the cookie policy below.
Example:
To help us to personalise your information and improve our website we collect information about your searches and the content you have viewed on our website using cookies and similar technologies, such as the website you come from, internet banner advertisements and links which appear on our marketing partner’ websites.
We will use previous web usage data stored within the cookie to personalise and understand you as a customer. This could include if you have entered any booking information on our website, or if you used your Online account.
We would be able understand from your data usage that you have visited IAGCargo.com and searched for a product, but did not complete your booking. We may use this information to contact you to offer more information about the booking and the product.
Information about your device if you have been browsing on IAGCargo.com or our online magazine for example your IP address or unique device ID. An IP address (i.e. Internet Protocol address) is a numeric code that can act as a unique identifier for your computer or other device – this can be turned off from your device.
Example:
Identifying the county from which you are accessing the relevant website which will enable us to provide more relevant content and use an appropriate language. If we have your permission, we may use the functionality on your device (such as Bluetooth, Wi-Fi and GPS) to determine your location to provide a personalised service (You can access or change this option by amending the location settings on your device).
When and why do we collect ‘sensitive personal data’?
Certain categories of personal information, such as that about race, ethnicity, religion, health, sexuality or biometric information are special categories of data requiring additional protection under European Union and UK data protection law and is referred to here as “sensitive personal data”. Generally, we try to limit the circumstances where we collect and process sensitive personal data.
What do we use your personal information for?
The main purposes for which we use your personal information are:
To fulfill your bookings and deliver the services you have asked for
Example:
We will use the data you provide so we can process bookings, take payments, provide information to relevant authorities (such as tax, customs authorities) and so that IAG Cargo agents know what is booked on a flight.
To send status updates and service communications to you
Example:
We may send a communication informing you of any operational updates about your bookings.
To provide services tailored to your requirements and to treat you in a more personal way.
Example:
We may update and share non-personal information with our media agency, in order to serve tailored and relevant advertising from our partners and third parties on our websites and social channels.
To carry out analysis and market research
Example:
We will analyse the way in which our sales channels, products and services are being used by customers so that we can understand how to improve the service we offer and encourage customers to use the full range of our products and services.
To carry out marketing and keep you informed of IAG Cargo's products and services
Example:
We may send you information about our products and services by email.
Tailor the content of our websites, emails and other communications to ensure they are relevant to you as possible – including previous product bookings including offers and/or services relating to that or a similar product booking.
Understand your route preferences and provide information about offers, such as special rates on such routes.
If you’ve searched for a product but not booked, we may remind you about our services via Facebook or LinkedIn based on the products you searched for previously.
We may combine / match anonymised customer relationship marketing data with a third party (e.g. Google, Facebook) so both companies can understand behavioural activities such as knowing other sites visited.
To send you status updates and service communications
Example:
Even if you have opted-out of receiving marketing information from us, we may still send you communications about the services you have booked to use, such as your booking information. These communications will help you get the most from the services we provide We may also send you communications about the services you have previously used, for example, where you experienced some form of issue or problem and we wish to contact you about it proactively in order to resolve it successfully.
To improve our websites, products and services
Example:
We may monitor the way that you and other customers use our website so that we can identify ways to improve the website experience.
For management and administrative purposes
Example:
We may use and retain your personal information, including your purchase history, for administrative purposes, which may include for example, accounting and billing, auditing, credit verification, anti-fraud screening (including the use of credit reference agency searches) and systems testing, maintenance and development.
What happens when you make a booking enquiry on the pets page?
In some regions, when you complete a pet enquiry form, we may need to share your information with our trusted third party pet providers. They will use the information and data you provide to contact you and facilitate a booking. When completing and submitting the pet enquiry, you will be informed of this and whether you choose to consent to the sharing of your personal information with these third parties.
When will we send you marketing?
When we collect information directly from you we may ask you if you do not want to receive our marketing communications. Please be aware that we do sometimes send marketing communications that promote a third party’s products and services (for example, those of our business partners) as well as our own.
How can you change what marketing communications you receive and how you receive them?
If you decide you would no longer like to be sent marketing communications, you can change your mind at any time. The ways to stop being sent marketing communications are described below:
Email your request to our Data Protection Coordinator: dataprotection.cargo@iagcargo.com
In addition, each marketing communication we send by email will also have an “unsubscribe” option which will allow you to stop you receiving further marketing emails. We aim to action requests to stop being sent marketing communications within 10 working days of receiving those requests, but it is possible you will receive some marketing in the period prior to that change being made.
Please note that if you tell us that you do not wish to be sent further marketing communications, you will still receive service communications (as described above) which are necessary, for example, to confirm your booking or to provide you with an update you on its status. If you are a Loyalty Scheme customer, we will continue to keep you informed about your membership and other important service information relating to the respective scheme. If you ask us to stop sending marketing communications, please note we will retain your personal information for the purposes of indicating that you do not want to receive marketing communications.
What is our legal basis for using your personal information?
IAG Cargo will only process your personal information where we have a legal basis to do so. The legal basis will depend on the reason or reasons IAG Cargo collected and needs to use your information.
Under EU and UK data protection laws in almost all cases the legal basis will be:
Because we need to use your information so that we can process your booking, fulfil the service arrangements and otherwise perform the contract we have with you.
Because it is in IAG Cargo’s legitimate interests as a logistics company to use your personal information to operate and improve our business as an airfreight provider. We also rely on our and your employer's legitimate interests to process your personal information when you make a booking or otherwise interact with us on behalf of your employer.
Because IAG Cargo needs to use your personal information to comply with a legal obligation.
Because you have consented to IAG Cargo using your information for a particular purpose.
More information on each legal basis is provided below.
If processing of your data is subject to any other laws then the basis of processing your data may be different to that set out above and may in those circumstances be based on your consent in all cases.
How long do we keep personal information?
We will keep your information for as long as we need it for the purpose it is being processed for. For example, where you book a product with us we will keep the information related to your booking, so we can fulfil the specific arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries or concerns relating to the booking.
The information may also be retained so that we can continue to improve your IAG Cargo experience and to ensure that you receive any loyalty rewards which are due to you. We will actively review the information we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained.
Performance of a contract with you
It will be necessary for IAG Cargo to use your personal information to complete a booking you have made with us. For example, we will need to use information such as your Airway Bill or IATA number to provide you with the service you have requested and purchased.
Legitimate interests
As an air freight provider IAG Cargo has a legitimate business interest to use the personal information we collect to offer an effective service and carry out our business.
Example:
Where our contract is with your employer, rather than with you directly.
We will carry out analysis and use data to personalise your experience.
When needed for the conduct of legal claims.
Compliance with legal obligations
There are situations where IAG Cargo is subject to a legal obligation and needs to use your personal information to comply with those obligations.
Example:
If your freight is delayed or misplaced.
Consent
Alternatively, we may collect and use your personal information where you have given your specific consent to us doing so.
Example:
If you ask us to send you information in response to a specific query, such as a quotation
If the basis of our processing your data is consent, you can withdraw your consent to such processing at any time, including by changing your preferences via your online account, described above or my contacting your account manager.
However, if you withdraw this consent, in some circumstances, it may mean we will not be able to provide all or parts of the service you have requested from us.
Who do we share your personal information with?
Your personal information may be shared with the companies within our group, which includes International Consolidated Airlines Group S.A (IAG), British Airways, Iberia, Iberia Express, Vueling, Aer Lingus, OpenSkies, British Airways Holidays, Avios, BA CityFlyer, IAG Connect and IAG GBS.
For more details about our group please visit the website of our parent company, IAG. We share information with them, so they can assist us in providing services to you and to understand more about you. For example, if you have flown with one of the other airlines in the IAG Group we may use this information to understand more about the sorts of routes and services you are likely to be interested in.
You will only be sent marketing emails from other companies within our group where you have provided your consent to those companies.
We may also disclose your personal information to the following third parties for the purpose described here:
Our partner airlines and franchisees, for example, to administer benefits because of cooperation between loyalty programmes.
Other third parties who you book cargo through, such as General Sales Agents (GSAs).
If you have joined the FORWARD.REWARDS or another affiliated loyalty program, our partners in the loyalty schemes that you have joined so that we can administer the benefits of the loyalty programme to you.
In response to a valid, legal request from Government and law enforcement agencies such as customs and immigration authorities.
Third party service providers we are using to provide services that involve data processing, for example, to carry out marketing initiatives or run customer surveys on our behalf.
Third parties, such as law firms and law courts, to enforce or apply any contract with you or your employer.
Third parties, such as the police and regulatory authorities, to protect our rights, property, or the safety of our customers, staff and assets.
To third parties’ websites we may provide usage information (but not your personal details) to other websites so that they know that you have visited our websites (see more in the cookie policy below).
If necessary to comply with a legal or regulatory obligation in any jurisdiction, including where that obligation arises because of a voluntary act or decision by us (e.g. our decision to operate to a country or a related decision).
We do not sell personal information to third parties, and we only allow third parties to send you marketing information where we have your consent to do so.
What countries will your personal information be sent to?
Your personal information may be sent to and stored by us and third parties in countries outside the country in which you are located and outside the European Economic Area and the UK.
The nature of our business means it is often necessary for us to send your personal information outside the European Economic Area or the UK to fulfill your booking arrangements. This occurs because our business and the third parties identified in “Who do we share your personal information with?” have operations in countries across the world. For example, where you are booking outside of the European Economic Area or the UK, your personal information will be transferred to border control and immigration outside of these territories.
In addition, we may transfer your data to parties in countries outside the country in which you are located to provide services to us. This may involve sending your data to countries where under their local laws you may have fewer legal rights.
Where your personal information is transferred outside the European Economic Area or the UK because we are using a service provider in a third country, we will implement safeguards so that your personal information continues to be protected to the standards set out in this Privacy Policy. If you would like more information on these safeguards please contact us using the details below.
Email your request to our Data Protection Coordinator: dataprotection.cargo@iagcargo.com
What are your legal rights in relation to the personal information we hold about you
Under data protection laws in the European Union and the UK, you have certain rights in relation to your personal information. Responses to exercise your rights will be provided within 1 month and generally there is no fee for making these requests. If your request is particularly complicated we may extend the deadline for responding to three months, but we will let you know if this is the case.
We will handle all requests in accordance with applicable law. However, depending on the right you wish to exercise, and the nature of the personal information involved, there may be legal reasons why we cannot grant your request. Further explanation of those rights and the exceptions to them are set out below.
Details of how to exercise your rights are set out in the section below “How can you exercise your legal rights in relation to your personal information?”
Your rights include the following:
You may request us to stop sending you direct marketing. To see how to change your permission to market please refer to the section “How can you change what marketing communications you receive and how you receive them?” above.
You may request that we stop using, or erase, your personal information, unless it is needed for dealing with legal claims or we have other compelling legitimate reasons that override your rights.
You may access the personal information we hold on you. There are some limited exceptions to this right, such as information relating to others who have not consented to the disclosure of their information and information which is legally privileged.
You may ask us to correct your personal information (the 'right of rectification’) if that information is inaccurate.
How can you exercise your legal rights in relation to your personal information
If you wish to exercise any of these rights, please email or write to us at the address below and include the following information with your request:
Your name and postal address
Details of your request
A photocopy of your passport or driving licence, so that we can verify your identity
Your signature and the date of the request
If you are applying on behalf of another person then signed authority from the individual is required
Any details which may help us locate the information which is the subject of your request, for example:
Booking reference or IATA number and dates
Loyalty Scheme Account number
Telephone recording details (identifier number, the number you call from, the number and option you dialed, the date and time of your call(s)).
If you wish the information to be provided to you in a machine-readable copy, please indicate that at the time of making your request.
Please email your request to: dataprotection.cargo@iagcargo.com
or post your request to:
IAG Cargo- S122, PO Box 99, Hounslow, Middlesex, TW6 2JS, United Kingdom