Ensuring Transparency
We will ensure transparency in data utilization and fulfill our social responsibility.
The ANA Group believes that handling personal information/personal data is the same as dealing with the customers in person. This page explains our efforts to enhance transparency and reliability through easy-to-understand explanations and information disclosure that reassure our customers about the types of personal data and how we utilize it.
What is Personal Information/Personal Data
Basic customer information*
Name, gender, date of birth, address, telephone number, email address, etc.
Specific examples
Personal identification
Name, gender, date of birth, passport information, employment information, physical and medical information related to flying, etc.
Personal contact
Address, telephone number and email address, etc.
Customer’s service usage information*
Usage history of flights and other services, purchase history, IT and system data, etc.
Specific examples
Payment information
Credit/debit card and other payment methods, etc.
Travel information
Details of travel plans and arrangements, including flights with ANA and other airlines, accommodations, and other transportation, etc.
Information related to the usage of services
ANA Mileage Club membership number, mileage information, boarding and service usage records, purchasing information, etc.
IT and system data
Cookies, advertising identifiers (IDFA・GAID), location information, IP address, details on OS and browser type, etc., and website activity logs by which ANA may be able to identify a specific individual (information such as that on how customers use the ANA website and mobile application), etc.
- Even if information by itself alone does not identify a specific individual, ANA Group companies will treat it as personal information if it can be used to identify a specific individual by matching it with other customers' personal information held by ANA Group companies.
Acquisition, Utilization and Sharing of Personal Information/Personal Data
In this section, we explain in detail how ANA Group acquires personal information/personal data, for what purposes it is utilized, and with whom it is shared.
How is it acquired?
We acquire information on the customer himself/herself and information on boarding and service use in the following two ways.
- From our customers
- From our business partners, etc.
For what purposes do we utilize it?
We utilize personal data to improve the smooth operation and services of our air transportation business and ANA Mileage Club, and to provide convenient products, services, and new value to deliver an exciting and fulfilling daily life filled with excitement.
With whom is it shared?
In order to provide you with better products and services, and to inform you of products and services that may be of interest to you, we may provide personal information/personal data to third parties, such as our business partners and subcontractors, or share it with ANA Group companies, within the scope of purposes of use specified in our Privacy Policy.
Acquisition of personal information/personal data
ANA Group acquires customer information within the scope of the Privacy Policy and Terms of Use. Here we explain the two main methods of acquisition.
Information acquired from our customers
- ANA Mileage Club membership application information
- Information required for airline ticket reservations
- Information required to use services provided by ANA Group
<Examples>
- Name
- Passport information
- Payment information including details of credit card and other payment methods
- IT and system data including information on the usage of the ANA website and mobile application (Cookie, location information, etc.)
Information acquired from our business partners, etc.
- Information required for mileage accumulation
- Information necessary to use the services of ANA Mileage Club partners and other alliance partners
- Customer information provided to ANA Group by third parties with the appropriate consent of the customer
<Examples>
- ANA Mileage Club member information
- Boarding and service usage records
- Advertising identifiers (for advertising distributions)
Utilization of personal information/personal data
ANA Group utilizes your personal information/personal data within the scope specified in the Privacy Policy and Terms of Use. Even within the stated scope, we will not use your personal information/personal data in a manner that may encourage or induce illegal or unlawful activities.
Here is an explanation of eight typical purposes of use within ANA Group.
Purpose of use
■Flight reservations, ticket sales, etc.
For facilitating smooth procedures and guidance when customers fly on ANA and partner airlines.
【Examples】
Name, ANA Mileage Club member information, passport information, etc.
■Service provisions for ANA Mileage Club members
For accrual and redemption of mileage based on usage of services provided by ANA Group and ANA Mileage Club partners.
【Examples】
ANA Mileage Club membership number, boarding and service usage records, etc.
■Research and analysis of services/products usage
For provision of better services and optimal information to each customer
【Examples】
Name, date of birth, gender, information related to the usage of services, etc.
■Conducting survey
For asking customers' opinions and requests, etc., and utilization of results to improve the services of ANA Group and its affiliated partners.
【Examples】
Email address, survey response details, etc.
■Notification of services and products
For provision of information on special offers, services and products of ANA Group and ANA Mileage Club partners through applications, mail magazines, direct mail (by mail), telephone calls, etc.
【Examples】
Information related to the usage of services, email address, address, telephone number, etc.
- If you wish to stop receiving our mail magazine or direct mail (by mail), please refer to "Management of personal information/personal data by yourself".
■Development of new services and products
For understanding customer needs and develop and provide products and services that exceed customer expectations.
【Examples】
Information related to the usage of services, date of birth, gender, etc.
■Operation and management of events and campaigns
For provision of information and services for events that you participate in and campaigns that you apply for, and to send out prizes.
【Examples】
Boarding and service usage records, email address, address, etc.
■Delivery of behavioral targeting advertisements
For delivery of advertisements based on the interests, concerns, lifestyle attributes, and preferences of our customers through advertising providers such as Google.
【Examples】
Advertising identifiers (IDFA/GAID), website activity logs, location information, etc.
- If you wish to stop working with behavioral targeting advertising providers, please refer to "Management of personal information/personal data by yourself".
For details on ANA, please refer to the "ANA Privacy PolicyOpens in a new window. In the case of an external site, it may or may not meet accessibility guidelines." (3. Purpose of using personal information).
- For the Privacy Policy of each ANA Group company, please refer to the website of each company.
Sharing of personal information/personal data
In order to ensure the smooth operation and quality improvement of our air transportation and other services, and to provide information of greater interest to our customers, ANA Group may, in accordance with our Privacy Policy and Terms of Use, provide customers’ personal information/personal data to third parties, such as our business partners and subcontractors, or share such data within the Group. Here is an explanation of the main flow of data sharing.
Provision to business partners
ANA Group may provide personal information/personal data of customers who have agreed to the Privacy Policy, etc., to our business partners (third parties) mainly for the purpose of mileage accumulation and provision of services used by customers.
ANA Group
【Examples of business partners】
Partner airlines
ANA Mileage Club partners
Credit card companies
Campaign partners, etc.
【Main personal information provided】
Name
Address
ANA Mileage Club membership number
Boarding and service usage records, etc.
Examples of Provision to business partners
<Campaign>
100 ANA Mileage Club members who are flying on ANA flights and staying at ANA Mileage Club partner hotels will be selected by lottery to receive 1000 miles!
Agreement to the Terms of Application (including handling of personal information) and application for the campaign.
- Application Requirements
- ANA Mileage Club membership
- Boarding ANA flight
- Stay at an ANA Mileage Club partner hotel
ANA provides necessary information of winners to ANA Mileage Club partner hotels.
- What to be provided by ANA
- The customer’s ANA Mileage Club membership number
- ANA flight boarding records
Data sharing
ANA Group shares customers’ personal information/personal data with the Group companies within the scope of the purposes of use stipulated in the Privacy Policy after taking appropriate security control measures.
【Scope of entities】
- Only for group companies that have been publicly announced in advance
【Purpose of sharing】
- Provision of air transportation services, travel services including tours and hotels, and other products/services
- Sending of direct mail and information on products/services, and distribution of survey(s) to customers
- Sales analysis, other research/studies, and development of new products/services
- Responding to customer inquiries
- Providing smooth service
- Business management/internal management by the ANA Group, etc.
【Personal information to be shared】
ANA Mileage Club member information
Payment information including details of credit/debit card or other payment methods
Boarding and service usage records, etc.
Business entrustment
ANA Group may entrust the handling of personal information/personal data to third parties. In such cases, ANA Group enters into contracts with the third parties regarding the handling of personal data, and manages and supervises in an appropriate manner.
For details on ANA, please refer to the "ANA Privacy PolicyOpens in a new window. In the case of an external site, it may or may not meet accessibility guidelines." (7.Disclosure and provision of information to a third party, 8. Data sharing, 9. Business entrustment).
- For the Privacy Policy of each ANA Group company, please refer to the website of each company.
Ensuring Transparency
ANA Group discloses information on its privacy protection policies and initiatives on the following websites and other documents in order to increase transparency and reliability regarding the types of personal data entrusted to us by our customers and the utilization of such data.
<Representative documents and websites>
Documents that publicly announce the rules for handling personal information at ANA in accordance with the laws and regulations of each country.
- Privacy Policy is established by each ANA Group company.
ANA Group Corporate Website (Data & Privacy Governance)
A website that explains the basic policies and principles of conduct established to protect customers' personal information and privacy, as well as the privacy protection system and internal initiatives.
A website that explains ANA Group's privacy protection policy and initiatives in an easy-to-understand manner with illustrations and other aides.
Various Reports
Annual Report, Securities Report, Human Rights Report, etc.