PRIVACY POLICY

AIR INDIA CARGO PRIVACY NOTICE

Air India values your privacy. Our privacy notice (“Privacy Notice") applies to all the Personal Data we gather, and you share with us when you visit our websites and utilize cargo services provided by Air India. Once you choose to provide us with your Personal Data, Air India will only use your information in accordance with this Privacy Notice.

This Privacy Notice is issued on behalf of the Air India Limited and is hereinafter referred to as “Air India”, “we”, “us”, or “our” in this Privacy Notice. Air India Limited is the Controller or data fiduciary and responsible for this website.

To provide you with our services and the services available through our website, Air India, as Controller (or data fiduciary) may process (including collect, store, and transfer) your Personal Data. 

If you have any questions or comments, please contact our Data Protection Team / Data Protection Officer as per the details available in Section XV of this Privacy Notice.

I. Terms used in this Privacy Notice

In this Privacy Notice, the following terms shall have the meanings as ascribed to them below:

• Controller means the natural or legal person, public authority, agency, or other body which, alone or jointly with others, determines the purposes and means of processing Personal Data.
• Personal Data means any information about an individual that can be used to identify them – for instance, name, contact information, government-issued identification number, etc.
• Process or Processing means any operation(s) performed on Personal Data, including collection, recording, structuring, storage, use, sharing, disclosure, dissemination, restriction, erasure or destruction.

II. The types of Personal Data we collect

As per Air India’s business practices, we may collect and process your Personal Data from you, including as below:

• Contact Information: Information such as your title, full name, phone number, email address, and postal address.

• Security Information: Information such as user login ID and application password. 

• Financial Information: This information includes payment data, transactional data, bank account number and Goods & Services Tax details.
• Identification document/ information: We may collect documents to verify your identity, such as your PAN Card details may be requested to provide you with a refund. 

• In case of sending human remains as cargo on international flights, Air India may collect any or all the following documents: death certificate, cremation certificate, police certificate, cancelled passport and consular certificate.

• Location and device information: Your device location (where you have permitted access to location), operating system, IP address, browser information etc.

• Details pertaining to the services booked with us: Any other information you provide us to register, manage or complete the booking with us, such as your Airway Bill Number or details of the consignment.

• Other Information: This includes the data you choose to share with us by means of interacting with our social media, email, or customer support. 

In case you share Personal Data with us which relates to another person to provision a service from us, you are responsible for ensuring the person knows and has agreed to us collecting and processing their Personal Data in accordance with the provision of this Privacy Notice. 

Subject to applicable laws, we may monitor or record your phone conversations for training and customer service purposes, to comply with relevant legal obligations, and to make and defend claims.

We also collect, use, and share aggregated data such as statistical or demographic data for different purposes. Aggregated data could be derived from your Personal Data but is not considered Personal Data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your usage data to calculate the percentage of users accessing a specific website, or service feature. However, if we combine or connect aggregated data with your Personal Data so that it can directly or indirectly identify you, we treat the combined data as Personal Data which will be used in accordance with this Privacy Notice.

Where we need to collect Personal Data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, where permitted by applicable law, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with access or use to our website and other services).

III. How we collect your Personal Data

We use different methods to collect Personal Data about you, including through:

Direct interactions: You may give us your Personal Data by filling in forms or by corresponding with us by phone, email, on our website, through live chat, or otherwise. This includes Personal Data you provide when you:

• apply or avail our services from us; 

• create an account on our website;

• use our live chat option “Ask AI.g”;

• request marketing communications to be sent to you;

• enter a competition, promotion, or survey; or

• give us feedback or contact us.

Indirect interactions: We may receive your Personal Data from third parties such as:

• When you book our services using sales agents or third-party websites; 

• Freight Forwarders and Partner Airlines and cooperation partners (such as star alliance network); or

• Our affiliates to provide you with services in case of our merger or amalgamation.

Automated technologies or interactions: As you interact with our website or our services, we will automatically collect technical data about your equipment, browsing actions, and patterns. We collect this Personal Data by using cookies, server logs, and other similar technologies. We may also receive technical data about you if you visit other websites employing our cookies. Please see our  Cookie Policy  for further details.

IV. Purpose of processing and lawful basis

Your Personal Data can only be processed in accordance with one of the lawful basis provided under applicable data privacy laws. We may rely on different legal basis to comply with the regulatory requirements. 

Fulfillment of our services: 

 We may process your Personal Data to fulfill the services you have booked with us. A contract exists between you and Air India when you book cargo services with us. To fulfill our services, we shall process your Personal Data for the purposes of identity verification and cargo management. 

We may also process your Personal Data to send status updates and service communications about our services to you. Please note that the communications transmitted for these purposes do not require your explicit consent to be obtained by us. 

The legal basis for the above-mentioned processing is the performance of a contract with you and taking steps at your request prior to entering into a contract. Please note that in some jurisdictions, we may carry out the above-mentioned processing activities only based on your consent. If you withhold your consent, we may not be able to provide you with the requested services.

To carry out marketing activities:

We may process your Personal Data to carry out our marketing campaigns by sending you personalized offers, and newsletters through various channels such as email, WhatsApp, SMS, RCS, or push notification. 

We may also process your Personal Data to carry out targeted or personalised advertisement on our websites or mobile applications to show personalised offers and products to you. We may profile you based on the information you provide to us and automated decisions may be made from such profiling activities to send you offers which may be relevant to you.

Please note: Opting out of receiving the marketing emails shall not stop our communications sent for services availed with us.

The legal basis for the above-mentioned processing is your consent.

To improve our products and service:

In order to receive feedback from your end on our services, we may send survey links, make calls, invites for usability testing and interviews to you on the services availed by you from us.

The legal basis for the above-mentioned processing is our legitimate interest to improve our services.

To manage your requests and complaints: 

We may process your Personal Data in scenarios wherein you may have initiated contact with us for queries and concerns about your cargo or any feedback you may share with us related to the services utilized from us.

When you call our customer service centre, we may record the calls to assess and make any necessary improvements within our services.

The legal basis for the abovementioned processing is the performance of contract. Please note that in some jurisdictions, we may carry out the above-mentioned processing activities in our legitimate interest. 

To manage any dispute, defend our legal claims and prevent fraud:

We may process your Personal Data to defend our claims in the court and preventing fraud. Additionally, we shall process your Personal Data in accordance with any tax obligation and legal obligations. 

We may be required to disclose your Personal Data in case of legal disputes or if queries are raised by authorities to prevent, investigate or prosecute crimes including identity fraud, terrorism etc. 

The legal basis for the above-mentioned processing is our legal obligation.

Cargo planning and management: 

We may process your Personal Data to plan and manage cargo services efficiently, which includes scheduling and route optimization. This helps us to ensure better operations along with minimal disruption to customers while consuming our services. 

We may also process Personal Data to audit, monitor and improve our internal processes for smooth functioning of our website, application, and internal procedure. 

The legal basis for the above-mentioned processing is our legitimate interest to improve our services.

V.  Who we share your Personal Data with:

We may share this information:

• to other companies in the Air India Group, such as Air India Express. 

• to our marketing or advertisement partners, such as for sending marketing communications.

• to third parties including but not limited to other airline partners and freight forwarders, other service providers including those who are acting as our agent or sub-contractor, including, insurance companies, ground handling service providers, IT and system administration services providers, data analytics & data processing service providers, vendors, and our legal and other professional advisors, including lawyers, bankers, auditors, and insurers.

• to third parties in connection with financing, securitization, insuring, restructuring, assignment or other disposal of all or part of our business or assets or in relation to defence of claims.

• to official authorities, including law enforcement, governmental and regulatory authorities, including custom authorities: (a) if we believe disclosure is required by any applicable law or regulation; (b) to protect and defend our rights, or the rights or safety of third parties; or (c) if we have a good faith belief that it is reasonably required to comply with any applicable legal obligation, process or request.

• to third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your Personal Data in the same way as set out in this Privacy Notice.

VI.  How we store, retain, and erase your Personal Data

We will use technical and organizational measures to safeguard your Personal Data in accordance with applicable laws.

We will retain Personal Data for as long as it is necessary to fulfil the specified purpose for which it was collected, the legal or business purposes of Air India, as described in this Privacy Notice and in line with our data retention policies, or as required by relevant laws. When erasing Personal Data, we will take commercially reasonable and technically possible measures as prescribed under applicable laws to make the Personal Data irrecoverable or irreproducible in accordance with the applicable laws.

VII. Your data protection rights

You have certain rights in relation to your Personal Data and how we process it, depending upon the jurisdiction you are in. 

You have the following rights irrespective of the jurisdiction you belong form:

• Right to access: the right to request copies of the Personal Data we hold about you at any time.

• Right to rectification: the right to request that your Personal Data be rectified or updated if it is inaccurate or incomplete. Depending upon the nature of the request, you may be able to update certain sets of Personal Data on your own.

• Right to erase: the right to request that we delete or remove your Personal Data from our systems.

• Right to withdraw consent: the right to withdraw previously given consent to process your Personal Data.

• Right to complain to supervisory authorities: If you wish to make a complaint or are unhappy with the way we process your Personal Data, you have the right to complain to the appropriate supervisory authority of your jurisdiction. However, we would suggest to first utilize our grievance redressal mechanism or write to the Data Protection Officer before reaching out to the supervisory authorities. 

Depending on the jurisdiction you belong to, you may have certain additional data subject rights available to you such as:

• Right to nominate another person: You have the right to nominate any individual to act on your behalf in case of your incapacity to exercise applicable rights.
• Right to restrict our use of your Personal Data: the right to limit the way in which we can use or process your Personal Data.

• Right to data portability: the right to request that we move, copy or transfer your Personal Data to another Controller in a machine-readable format.

• Right to object: the right to object to our use or processing of your Personal Data including where we use it for our legitimate interests.

Please contact us at data.privacy@airindia.com if you wish to make a request for exercising the above rights or if you have a grievance related to the processing of your Personal Data. To help us confirm your identity and to ensure that the Personal Data is only disclosed to authorized individuals, you may be required to provide your full name, Airway Bill Number and contact details.  If you are raising a data subject request on behalf of another individual, such requests shall be accompanied by appropriate proof of identity of the requester, details of relationship with the person on whose behalf the request is being made and proof of authority for making such a request.

We will not charge you for exercising any rights provided above, unless your request is manifestly unfounded or excessive. Where we are legally permitted to do so, we may refuse your request.

VIII. Existence of automated decision-making

We may engage in automated decision making using your Personal Data for marketing purposes in accordance with applicable laws. You have a right to object to such automated decision making in certain instances, depending on applicable laws. Kindly refer to Section VI to understand how to exercise your rights. 

IX. Links

Our website, mobile application, or other services may contain links to other web sites or platforms. Please be aware that we are not responsible for the privacy practices of websites not operated by us. We encourage you to read the privacy statements of every website that collects personally identifiable information.

X. Transfer of your Personal Data

We are an organisation based out of India, so your Personal Data shall be transferred outside the country where you are located. Your Personal Data may also be transferred to our offices, authorised agents, and our partners to facilitate the transportation of your cargo. We may also share your Personal Data with our processors and service providers. 

We ensure that all cross-border data transfer complies with applicable data protection laws, and is safeguarded by appropriate contractual and technical measures, including the use of binding contractual obligations. For instance, if you are based in the EU, we rely on standard data protection clauses that are approved by the European Commission for the transfer of Personal Data outside the European Economic Area.

XI. Security 

We strive to do our best to protect your Personal Data and undertake all appropriate technical and organizational measures to ensure the same. We constantly review our security practices to mitigate any risk arising out of unauthorized access, accidental data loss, or damage to your Personal Data. 

Our security practices are in alignment with the industry best practices, including storing your account details and personal information on secure servers and conducting regular security and privacy trainings for our employees to make them understand their responsibilities in looking after your information.

XII. Notification of breach

If you suspect any misuse or loss or unauthorized access to your Personal Data, please let us know immediately by contacting us via the contact details given in Section XIV of this Privacy Notice.

XIII. Cookie usage

Air India uses cookies to improve your experience of using our website. Please refer to our  Cookie Policy  for additional details.

XIV. Changes to this Privacy Notice

We may amend the Privacy Notice and update the effective date when this Privacy Notice is updated. We encourage you to review this Privacy Notice frequently to be informed of how we are protecting your information.

XV. Privacy contact information

If you have any questions regarding our Privacy Notice or if you want to exercise any of your rights, you can do so by contacting our Data Protection Officer at data.privacy@airindia.com.

Last updated: October 2025