The types of Customer Data we collect
The types of Customer Data that we collect depends on the circumstances of collection and on the nature of the service requested or transaction undertaken.
There are two broad categories of Customer Data that we collect:
- Personal Data. The data we collect includes but is not limited to:
personal information that can be used to identify an individual, such as name, gender, date of birth, nationality, passport or other personal identification numbers;
contact information, such as mailing address, phone number, email address;
payment information, such as credit or debit card information, including the name of cardholder, card number, billing address and expiry date;
travel information, such as ticket numbers, destinations, flight information;
information on your other activity and purchases made through SIA (such as chargeable seats, excess baggage, seat upgrades), our website or mobile applications (such as hotel accommodation, car rentals and insurance), and purchases of packages such as the Singapore Stopover Holiday and other linked travel arrangements;
your customer preferences, such as dietary, seating, entertainment viewed, information on your KrisShop purchases (including the transaction dates, channel in which purchase was made, KrisFlyer miles accrued) and membership details (including membership tier and membership tier qualification status), places that you would like to visit or other service preferences;
information about your in-flight WiFi usage, such as whether you use in-flight WiFi, what WiFi plan you used, the mode of payment to pay for in-flight WiFi and how much data was utilised for your WiFi sessions;
information about your in-flight interactions with our staff, such as types of beverages requested or other in-flight requests and preferences;
information about your interactions with our ground staff, such as the details of any complaint cases, incidences of lost baggage, call details, and other information relevant to assist our ground staff to service you;
health information, such as vaccination status, pre-departure test results, doctors' notes, medical certificates and letters and requests related to medical conditions;
information you choose and/or consent to submit when you use features on our website, mobile applications, or other online facilities, including, but not limited to
- information in the queries you enter into our chatbot, Kris, on our global Facebook page, website and mobile application;
- audio clips and images you submit to us via the “Capture and Discover” tool to provide travel recommendations
- audio clips or text you submit when using the Translation Assistant, and
- your location information.
information we receive from flight bookings made via our online corporate booking platform;
information we receive from other sources e.g. our page on social media websites and our contractual partners; and
business contact information, such as the contact details of the employees of our vendors and corporate customers, as well as the contact details collected by our divisions including the Cargo Division and Engineering Division.
Technical Data. This includes device and technical information you give us when using our website or mobile application, such as IP addresses or other unique identifiers, cookies, mobile carrier, time zone setting, operating system and platform, and information about your customer journey on the website or mobile application. Information on cookies may be found in our cookie policy. Please note that in limited circumstances, this Technical Data may be linked with your Personal Data in order to identify you.
For the purposes of this policy statement, Customer Data means Personal Data and Technical Data.
We also use Customer Data to derive Statistical Data, such as the number of passengers. This is processed and stored purely for analytical purposes, and is entirely anonymous. This information will not be stored to your customer record, and will only be aggregated for statistical analysis so that we can better understand our customers' profile and improve our service offering.
Special categories of information or “sensitive personal data”
Certain categories of Customer Data, such as information about your race, ethnicity, religion or health, are considered special categories of information, or “sensitive personal data” under certain applicable laws, including the GDPR. Certain other categories of Customer Data, such as your payment information (credit or debit card number), is also considered sensitive personal data under the Personal Information Protection Law of PRC (“PIPL”).
Generally, we try to limit the circumstances where we collect your sensitive personal data. However, this can occasionally occur because it is required to complete the payment and conclude the transaction with you, or you have made certain requests in connection with your travel arrangements that reveal or suggest something about you that could be considered “sensitive personal data”, if you otherwise choose to provide such information to us (or a third party such as the travel agent through which you made your booking), or if such information is required by public or regulatory authorities for health, customs and immigration purposes.
For example:
if you request a particular type of meal, e.g. halal or kosher meals, this may imply or suggest that you are a member of a particular religion; or
if you request specific medical assistance from us and/or an airport operator, e.g. the provision of a wheelchair, this may reveal that you have a particular medical condition.
How we collect data from you
We collect Customer Data whenever you use our services, including when you travel with us, when you use our website or mobile applications, or when you interact with us via email, social media, our contact centres or any other channels such as our ticketing counters and airport operations.
We also collect Customer Data from your authorised representatives. This includes persons whom you have authorised (e.g. your organisation's corporate travel manager) and persons who have been validly identified as acting on your behalf pursuant to our security procedures.
We may receive your Customer Data from other entities within our group of companies, which include Scoot Tigerair Pte. Ltd. (“Scoot”), Tradewinds Tours & Travel Private Limited, KrisShop Pte. Ltd and Encounters Pte Ltd (collectively with SIA, the “SIA Group”).
In addition, we may receive Customer Data from third parties which are located in various countries. This includes, but is not limited to, travel agents, our retailer KrisShop, our KrisFlyer partners (including, amongst others, airlines and non-airlines such as Hilton, Avis, Hertz, American Express, the Economist and Esso) and other contractual parties, our service providers, and other airlines including our subsidiaries to facilitate travel on code share or multi-airline flights.
Where you disclose personal data of another person to us, including but not limited to situations where you make reservations on behalf of another person, you undertake to ensure that the individual whose Customer Data is supplied to us has, where required under applicable data protection laws, authorised the disclosure, is informed of, and agrees to the provisions of this Privacy Policy.
Is the provision of Customer Data required?
The collection of the following types of Customer Data is mandatory to enable us to fulfil our contract of carriage with you. These types of Customer Data are marked as mandatory on our booking form. If you do not provide this information, we will not be able to provide you with our services and/or products required.
Passenger details, e.g title, first/given name, last/family name, date of birth and meal type (for infants).
Contact details, e.g. email address, mobile phone number, home number or business number.
Payment details, e.g. the name on the credit or debit card, the credit or debit card number, expiry date and card verification value on the credit or debit card, and billing address which will be transmitted to our payments processors.
Additional information may be mandatory if you are flying to a specific country, or if you are flying on behalf of a business registered in a specific country, e.g. your gender, nationality, passport number, the country of issue of your passport, your vaccination status and pre-departure test results, the name, GST registration number and address of the business you are flying on behalf of, and your business email address and phone number. These mandatory fields will be clear when you make a booking.
The collection of the following types of Customer Data is mandatory to enable SIA to administer your membership with KrisFlyer: (i) title; (ii) last/family name; (iii) first/given name if you do not have a last/family name; (iv) date of birth; (v) email address; (vi) mobile phone number; (vii) mailing address; (viii) gender; (ix) nationality; and (x) whether you are an EU or Swiss resident.
The collection of the following types of Customer Data is mandatory to enable SIA to administer your membership with HighFlyer: (i) title; (ii) last/family name; (iii) first/given name if you do not have a last/family name; (iv) date of birth; (v) email address; (vi) mobile phone number; (vii) mailing address; (viii) gender; and (ix) nationality.
The collection of the following types of Customer Data is mandatory to enable us to administer your account as a Registered Customer: (i) last/family name; (ii) first/given name if you do not have a last/family name; (iii) date of birth; (iv) email address; and (v) whether you are an EU or Swiss resident.
The failure to supply the following types of Customer Data will result in (i) us being unable to update you on our latest products and/or launches; and/or (ii) your inability to enter or participate in contests, promotions or redemption activities organised by us:
