Article 1: General information about VIAGS
Vietnam Airport Ground Services Company Limited (hereinafter referred to as “VIAGS”) is established on 01/01/2016 base on merging three ground service provider NIAGS, DIAGS and TIAGS, having its head office at 5th Floor, Vietnam Airlines Office Building in Southern Area, Tan Son Nhat Airport, Tan Binh district, Ho Chi Minh city, Viet Nam. VIAGS has a professional staff with experiences in providing ground handling services for over 80 reputable local and international airlines. VIAGS has been certified by Safety and Quality Management System (ISO), Safety Audit for Ground Operations (ISAGO) and International Air Transport Associattion (IATA).
Article 2: VIAGS' commitment regarding the protection of personal data
This Privacy Policy published on our website and our mobile applications explains why and how we collect, record, organize, structure, store, adapt or alter, retrieve, consult, use, disclose, align or combine, restrict, erase or destroy your personal data provided when you travel with us, purchase or use our services, visit our website, use our mobile applications or interact with us. This Privacy Policy also instructs you how to exercise your rights relating to your personal data.
VIAGS undertakes in particular to respect the following principles:
• Your personal data are processed lawfully, fairly, and transparently, in accordance with the applicable laws;
• Your personal data are collected for specific, explicit and legitimate purposes and are not further processed in way incompatible with these purposes, in accordance with the applicable laws;
• Your personal data are stored in an appropriate and relevant manner and are limited to what is necessary to the purposes for which they are processed, in accordance with the applicable laws;
• Your personal data are accurate, kept up to date and all reasonable steps are taken to ensure that inaccurate data, having regard to the purposes for which they are processed, are erased or rectified without delay, in accordance with the applicable laws;
• In accordance with the applicable laws, VIAGS implements appropriate technical and organizational measures to ensures appropriate security of the personal data, including protection against unauthorized or unlawful processing and against accidental loss, destruction or damage.
Furthermore, VIAGS contractually imposes the same level of personal data protection on its subcontractors (service providers, suppliers, etc.).
VIAGS undertakes to comply with all other principles required under the applicable regulations on the protection of personal data, and more specifically concerning the rights conferred on data subjects and the obligations relating to cross-border transfers of personal data.
Article 3: Items of personal data which may be collected and processed by VIAGS
1. Basic personal data
When using our services and in particular the services accessible on our mobile applications, VIAGS may collect and process the following categories of personal information:
• Your contact details and personal account or registration details: contact information, such as telephone number, mailing address, email address, fax number; home address, mobile number, private email address, hobbies, preferences and information related to Customer’s special needs;
• Information collected when you use our website, mobile applications and other digital media: personal information that is collected automatically when Customers using VIAGS’ website and mobile applications such as IP information, cookies, loging account;
• Our communication with you: communication, communication preferences, registration of your questions, survey, research, complaints or phone calls.
2. Sensitive personal data
VIAGS may also collect certain information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs which can be considered as ''sensitive personal data" pursuant to the law of Vietnam and applicable regulations of other countries. Subject to your express consent, VIAGS may collect, use and share your special categories of sensitive data with third parties for the purposes as described in Article 5 below with a view to providing you with assistance during your travel (medical needs and persons with reduced mobility).
3. Cookies and similar technologies:
When you use our website, VIAGS may collect information via cookies and similar technologies. For more information, please read our Cookies Policy on VIAGS’s website or mobile applications.
Article 4: Methods of personal data collection
VIAGS may collect the personal information or data set forth in Article 3 of this Privacy Policy through our website, mobile applications and sales offices, namely when you book a flight, use one of our mobile applications and communicate with us via social media, when you subscribe to our newsletter or when you register for electronic newletters, register to participate in . Furthermore, your personal data may be obtained from our group companies, partners or other service providers when you request for our services (travel agents, third party platform providers, hotels, car rental companies, …) or from public authorities or governmental organizations.
Article 5: Purposes of personal data collection and processing
Personal information or data provided to us is primarily used to serve your interests and privileges when you enjoy travelling with us, purchasing or using our services, accessing to our websites, using our mobile applications or contacting us. For this reason, the main purposes for which we collect and process your personal data are as follows:
1. Handle and perfom the contract and supply services
In order to handle and perform the contract of carriage and/or travel arrangement, VIAGS will process the information including your name and surname, passport number and other identifying information for issuance of your ticket such as your contact details in order to inform you properly about changes of your flight status according to Article 3 of this Privacy Policy.
VIAGS offers you the possibility to indicate some sensitive information such as information about your specified medical needs or special meals provided on board. Collection and processing of these sensitive personal data will be subject to your express consent and will be exclusively used by VIAGS in order to perform the contract of carriage and provide you with an appropriate level of customer care services.
2. Ensure flight safety and security at a high level
VIAGS uses your personal information in order to protect safety of all passengers by (i) namely checking every passenger identity before they check-in, (ii) maintaining a list of the passengers who have not observed the safety rules, public orders or disciplines, either on board or on the ground, and for which VIAGS will refuse the carriage or restrict it to specific conditions, (iii) sharing your identifying information and your booking and travel information with public authorities or governmental organizations for the purpose of border control, immigration, entering the territory of a State, security or combatting terrorism.
3. Fulfill financial and accounting obligations
We collect, store and use your data for internal business purposes, such as to record keeping and to comply with our legal and fiscal obligations. These data will be kept for a period of 10 years pursuant to applicable laws.
4. Customer care services
Your personal data are used by VIAGS to provide you with customer care services enabling VIAGS (i) namely to receive information, comments, suggestions, claims of Members to improve the service quality of VIAGS, (ii) to contact and communicate with customers regarding their enquiries, (iii) perform statistical analysis in order to develop and improve VIAGS services and offerings on the basis of personal information and customer’s requests and to provide more quickly responsive support to customers and (iv) improve the content and designs of VIAGS' website and mobile applications, (v) to realize surveys regarding the satisfaction of customers and for better understanding of customers’ needs , and (vi) handle potential complaints or claims of passengers.
5. Communicate with passengers
We use your contact details to communicate with you with a view to or loyalty programs, as well as to answer your questions or to handle your complaints.
6. Direct marketing
VIAGS may use your personal information for purposes of direct marketing such as (i) to send you latest promotions and offers in connection with our products and services, (ii) to send you e-newsletters, magazines, promotions or other marketing communications, (iii) to analyse which information is relevantly suitable to you, (iv) to communicate with you for marketing campaign and strategy to serve Members' best interests and preferences, (v) to send you personalized ads and special offers for aviation related products and related ancillary services through our booking comfirmation emails, send you latest offers from VIAGS and our partners relating to our services and products.
We only send you direct marketing notifications as described in the first paragraph subject to your prior consent (opt-in).
You can always object to the use of your personal data for such direct marketing purposes, by clicking the unsubscribe link in the email or contacting us.
Article 6: Legal basis of the processing of your personal data
VIAGS processes your personal data on the basis of (i) your explicit consent, (ii) to perform the contract of carriage or take steps at the request of the data subjects prior to entering into a contract, (iii) to exercise and comply with legal obligations according to applicable laws or (iv) to perform VIAGS' legitimate rights and interests.
Your consent may be always withdrawn at any time in accordance with Article 9 below. In such case, be aware that the withdrawal of your consent shall not affect the lawfulness of based on your consent before the withdrawal. Furthermore, if you refuse to provide VIAGS with some of personal data or if you provide VIAGS with incomplete or inaccurate information required for the performance of the contract or for compliance with legal obligations, be aware that we may not be able to provide or deliver you all or parts of the services, which you may have requested from us in full quality.
Article 7: Period for Personal data retention
VIAGS will retain your personal data collected on our internal system in the period of services provision or up to fulfilling the purposes for which it was collected or in so far as such data is necessary to the compliance with statutory obligations and to solve any dispute or until the information proivided are required to be deleted by you.
Article 8: Potential recipient of your personal data
1. Recipient of your personal data
VIAGS may disclose the personal data to third parties, such as authorized VIAGS' employees, units and subsidiaries of the Vietnam Airlines group, business partners (our travel agents, SkyTeam Airlines, car rental companies, hotels, credit card companies...), service providers or travel-related businesses pursuant to the purpose of performing our services (bookings and travel arrangements, support services and customer care services, loyalty programs, statistical analysis,…), exercising our legal obligations (security and safety on board, PNR information,…), our legitimate interests (direct marketing purposes of VIAGS or our partners s,…) and for the purpose of providing the best services to you.
As any airline company, VIAGS may be required to provide personal information to public authorities (customs, immigration, police, etc.), such as for the completion of mandatory immigration formalities or for the purpose of preventing and fighting terrorism and other serious offences. Moreover, pursuant to the Directive 2016/681 of European Union in 27 April 2016, VIAGS may be required to provide competence authorities with information on passengers’ booking, check-in and boarding procedures.
VIAGS will use best endeavours to ensure that our employees, officers, agents, consultants or such other third parties mentioned above who are involved in the collection, processing and disclosure of personal information will observe and adhere this Privacy Policy.
The disclosure personal data to sub-contractor will be conducted on a contractual basis where requires and ensures the protection of your personal data in accordance with this Privacy Policy and the applicable laws.
2. Transfer your personal data to another country
You are informed that VIAGS may transfer your personal data to third parties located outside the European Union, such as mainly Vietnam and the USA in order to be processed and stored.
In such context, VIAGS, by issuing and implementing Bindings Corporate Rules (BCRs), undertakes to protect your personal data in accordance with the applicable laws.
Article 9: Your rights to the personal data collected
1. Subject to the applicable laws, you, as the personal data subjects, have the following rights:
a. Access rights
You have the right to ask VIAGS, at any moment, for confirmation that certain of your personal data are processed by VIAGS, as well as to provide you with certain information such as the categories of personal data concerned, the purposes of the processing and the recipients or categories of recipient of those data.
b. Rectificate rights
You have the right to obtain from VIAGS the rectification of inaccurate or incomplete personal data concerning you.
c. Delete rights
You have the right to obtain the erasure of your personal data stored by VIAGS in accordance, such as in situations where your personal data are no longer necessary to the initial purposes for which they were processed as well as situations where these data were processed unlawfully.
d. Limit rights
You have the right to obtain from VIAGS a limitation of the processing of your personal data without deleting the concerned personal data in the conditions in accordance .
e. Transmit rights
You have the right to recover some of your data for your own use or to transmit them to another company/enterprise in the conditions in accordance .
f. Object rights
You have the right to object at any time to the processing of your personal data for prospecting and direct marketing purposes.
g. Withdraw rights
When the processing of your personal data is subject to your prior consent, you have the right to withdraw your consent at any time. You shall be aware that the withdrawal of consent shall not affect the lawfulness based on your consent before the withdrawal.
In case of such withdrawal, it may mean we will not be able to provide or deliver you all or parts of the services, which you may have requested from us in full quality.
h. Complain rights
You have the right to lodge a complaint to the competent authorities in the event of violation by VIAGS regarding the protection of personal data.
2. You can exercise your rights listed above by sending a postal mail or an email to the following address:
Vietnam Airport Ground Services Company Limited - VIAGS
Mr. Dang Vinh Tai, IT Manager
Email: it@viags.vn
Address: 5th Floor, Vietnam Airlines Office Building in Southern Area, ward 2, Tan Binh district, Ho Chi Minh city, Viet Nam.
In this context, please include in your request the elements necessary to your identification (name, first name, e-mail) as well as any other information necessary to the confirmation of your identity.
Article 10: Personal information of children
We collect, share and use personal information of a child under fourteen (14) years who hold a Korean nationality, only when obtaining consent of the child’s parents, legal representative and/or guardian, who may request to view, edit their child’s personal information or to alter or withdraw the consent at our sales offices or via sending a postal mail or an email to the address provided in Article 9 above.
For a child who is in a Member State of European Union and below the minimum age permitted to giving consent in accordance with Member State's regulations (13 for Denmark, Spain and the United Kingdom, 14 for Austria and Italy, 15 for Czech Republic and France, 16 for Germany and The Netherlands), we may collect information of the child requiring consent after obtaining the consent or authorization from his or her parents or guardian.
For a child who hold another nationality, we may collect information of the child after obtaining consent or authorization from his or her parents or guardian in accordance with the applicable laws on data protection.
Article 11: Technical measures for protecting personal information
To secure the safety of personal information from a loss, theft, leak, falsification, or damage, VIAGS’ employees may take the following technical as:
• The important personal information is stored and managed in password protected mode within the limited access.
• Given the risk of hacking, likelihood and severity of damage to the rights and freedoms of natural persons, VIAGS undertakes:
a. To prevent customers’ personal information from leakage or damage by hacking or computer virus.
b. To control the access suspension system, unauthorized accesses from outside.
c. To take appropriate technical and organizational measures to ensure a level of security appropriate to the risk, including the pseudonymization and encryption of personal data.
d. To ensure the ongoing confidentiality, integrity, availability and resilience of processing systems and services;
e. To restore the availability and right to access to personal data in a timely manner in the event of a physical or technical incident;
f. To ensure a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures with a view to ensuring the security of the data processing
g. To operate an exclusive organization for protecting personal information.
Article 12: Communication with you and notification to the local authority in case of a breach of your personal data
1. We will notify immediately, after we are aware of that your personal data are breached, to you and to the local authority in accordance with the applicable laws. This notification about your personal data breach will describe in clear with plain language the nature of the personal data breach and contain at least the following information and measures:
a. Name and contact details of the data protection officer or other contact point where more information can be obtained;
b. Description of the likely consequences of the personal data breach.
c. Description of the measures taken or proposed to be taken by the controller to address the personal data breach, including, where appropriate, measures to mitigate its possible adverse effects.
2. The notification to you as referred to in clause 1, Article 12 shall not be required if any of the following conditions are met:
a. VIAGS has taken appropriate technical and organizational protection measures, in particular those that render the personal data unintelligible to any person who is not authorized to access it, such as encryption.
b. VIAGS has taken subsequent measures which ensure that the high risk to your rights and freedoms referred to in clause 1, article 12 is no longer likely to materialize.
c. It would involve disproportionate effort for VIAGS. In such a case, there shall instead be a public communication or similar measure whereby you are informed in an equally effective manner.
Article 13: The Data Controller and the Data Protection Officer.
The Data Controller is Vietnam Airport Ground Services Company Limited - VIAGS, a lawfully incorporated under the law of Vietnam, having its head office at 5th Floor, Vietnam Airlines Office Building in Southern Area, ward 2, Tan Binh district, Ho Chi Minh city, Viet Nam.
Vietnam Airport Ground Services Company Limited - VIAGS
Email: it@viags.vn
In order to ensure the security of your personal information and to protect your rights and freedoms, we have appointed Data Protection Officer:
Mr. Dang Vinh Tai, IT Manager
Address: 5th Floor, Vietnam Airlines Office Building in Southern Area, ward 2, Tan Binh district, Ho Chi Minh city, Viet Nam.
Email: it@viags.vn
Article 14: The effectiveness of this Privacy Policy
This Privacy Policy shall take effective as of 18 January 2024 and supersedes our previous Privacy Policy.
VIAGS guarantees that the protection for personal information is implemented comprehensively and our Data protection officers comply with this Privacy Policy.
We reserve the right to amend this Privacy Policy from time to time if necessary.
Any amendments, supplements of this Privacy Policy shall be registered at the competent authorities and shall be posted on our website and mobile applications right after getting approvals.
This Privacy Policy is last updated as of January 2024.
VIAGS' Cookie Policy
What are Cookies?
Cookies are alphanumeric identifiers which are downloaded onto your computer's hard drive by the website which you are visiting. When this information is stored on your hard drive, our system is able to recognize your device, save information about visits and visitors and automatically log you in where appropriate. Cookies are used by VIAGS so that we can make it easier for you to access our website.
Cookies can be utilized to make visiting a website more personal, by, for instance:
• Displaying relevant navigation settings;
• Remembering visitors’ preferences;
• Improving the overall user experience;
• Limiting the number of advertisements shown.
By clicking ‘agree’ when the cookie notice is shown you thereby give consent for cookies to be placed and read on vietnamairlines.com and the associated sub-domains.
How Does VIAGS Use Cookies on its Website?
The VIAGS' website uses different types of cookies, mainly for the following purposes:
• When accessing VIAGS' website for the first time, cookies will enable the storage of your navigation preference, such as your language and your country
• VIAGS' website uses Google Analytics
• Cookies will store your itinerary searches and the related information
More information about these cookies is given below.
1. Essential Website Cookies
These cookies are strictly necessary to provide you with services available through our websites and to use some of its features, such as to access secure areas.
Because these cookies are strictly necessary to deliver the website to you, you cannot refuse them. You can block or delete them by changing your browser settings however.
2. Functionality Cookies
These cookies enable you to use the major features on the VIAGS' website, use the functions on the websites and gain access to secured portions of them, such as purchasing a ticket or accessing your personal account. By disabling cookies, you will no longer be able to use these features, implying the following consequences:
• Using various parts of VIAGS' website will become impossible;
• VIAGS can provide less support to users;
• VIAGS will be unable to remember your preferences for not using or displaying a specific function.
Data collected by these cookies cannot be used for marketing purposes.
3. Performance and Analytics Cookies
Performance cookies help us to enhance the performance and functionality of VIAGS' website and detect any bugs you may encounter.
Furthermore, this type of cookie collects information about how visitors use VIAGS' website, including information about time spent on each page and the number of visits per page, error messages shown, and clicks in certain areas of the website. With these cookies, we count and analyze the number of sales and clicks associated with our marketing investments. We share this information with our partners (notably Sabre, Google, FPT, Akamai, Goquo and Insider).
Data collected by these cookies cannot be used for marketing purposes.
4. Customization
These cookies help VIAGS to customize VIAGS' website for you. Personalization cookies specifically enable us to remember your choices and preferences.
Data collected by these cookies specifically includes your country of residence, your language and the last trip you booked.
Disabling these cookies will:
• Prevent certain pages of the www.vietnamairlines.com website from displaying correctly (i.e. Frequent Flyer Program),
• Limit the level of online help VIAGS can offer,
• Block us from storing preferences needed to display or disable certain features.
5. Marketing and Advertising Cookies
These cookies are used to make advertising messages more relevant to you. They perform functions like preventing the same ad from continuously reappearing, ensuring that ads are properly displayed for advertisers, and in some cases selecting advertisements that are based on your interests.
These cookies enable us to determine the following:
• The content of web pages you visited;
• Your flight searches;
• Information you chose to share when registering with other websites;
• Pages and websites you visited recently or just before accessing the VIAGS' website.
Marketing cookies are typically placed on VIAGS' website by advertising networks. These networks are companies which act as intermediaries between VIAGS and advertisers. These cookies are used to:
• Show relevant, personalized advertisements or offers through every type of medium (such as e-mail, social media and banner ads) based on your visit to and click behavior on VIAGS' website;
• Limit the number of times each advertisement is displayed;
• Measure the effectiveness of an advertising campaign;
• Make a link with social media, so you will be recognized when you wish to use social media through VIAGS' website.
Protecting Your Data Privacy
We are committed to protecting your data privacy. We therefore abide by the following two principles:
• We never attach any information to your cookies that can be used to identify you personally. Cookies can never be used to retrieve your address, date of birth, phone number or any other information that may be used to identify you.
• We do not provide any personal information to advertisers or third parties that display our advertisements tailored to your interests.
If your computer or phone is used by several people, or if it contains several web browsers, content corresponding to your preferences may be displayed to other users.
Cookie Management and Browser Settings
If desired, you can change your browser settings to disable cookies.
To assist you in the process of learning how to block new cookies, receiving notification of new cookies or disabling cookies, we have provided links to the “Help” section of some of the most popular web browsers:
• Internet Explorer™ https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookiess,
• Safari™ https://support.apple.com/kb/PH5042?locale=en_US,
• Chrome™ https://support.google.com/chrome/answer/95647?hl=en,
• Firefox™ https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences,
• Opera™ http://help.opera.com/Windows/10.20/en/cookies.html.
For more information about how cookies or targeted marketing work, you can view the following websites: www.youronlinechoices.eu.