Based on our contract with you
Providing the service
Our primary goal is to get your cargo to its destination as requested. This requires us to handle your identification and reservations data. For example, we need your name and other contact details for the reservation, which we may also use to inform you of any potential changes concerning the transport of your shipment.
If you have enrolled in our other services, for example trainings, we will process the data provided during that registration.
Based on our legal obligations
Complying with the legal obligations
We may process your personal data when we are under a legal obligation to do so, for instance when we are legally obliged to provide information to authorities such as customs, police or tax authorities. We may share information with authorities to prevent any crime, fraudulent activity or unethical cargo transport, such as wildlife or trophies. Based on accounting legislation we are required to store our transactions and other accounting material for the period defined by law.
Based on legitimate interest
Communication and engagement, background and analytics processes
In order to help you with any questions, collect your feedback, handle your complaints, claims and refunds we use your contact details provided to us. As part of our services we may also use your personal, contact and reservation data to provide you better customer service in disruption situations. When processing personal data, we rely on our legitimate interest in maintaining business relationships and communicating with you about our operations and our events. We may send you communication, for example emails related to services which you may be interested in and details of these communications will be processed. We may contact customers to collect feedback or for surveys. Customer feedback or survey results are used for analytics and can also be combined with other data in our database for customer experience improvement purposes. Customers may be contacted after the survey for additional information. We may also contact a select or limited group of customers to participate in testing our new products and services. Finnair Cargo processes cargo transportation related information when processing customer feedback and claims. This is done to ensure that we handle all cases fairly and we understand what has happened.
As part of running the business we may process personal data when carrying out certain background processes. For all shipments we need to make sure bookings are created in compliance with law, instructions of applicable authorities and Finnair Cargo policies. These processes cover, for example, monitoring of fraudulent activities. We keep safety records based on our legitimate interest, for example concerning potential and actual incidents related to dangerous goods. To analyse business performance, we need to analyse our traffic flows, commercial and operational performance and the related customer behaviours. To improve our processes and improve the customer experience, transactional or behavioural data may be analysed for example to evaluate needs of different customer groups to identify how we can make the journey of their shipments smoother and add value to their customer experience. We may process personal data in order to develop the quality of our services, for instance by analysing our aggregated reservations data and customer feedback.
When choosing to use your data on the basis of our legitimate interests, we carefully weigh our own interests against your right to privacy.
Based on your consent
If you have given us your consent we will send you marketing material. For instance, if you have subscribed to our Finnair Cargo newsletter or other direct marketing material, your contact details will be processed to send you the requested messages. Records of these customers and the received communication will be processed and customers have the right to unsubscribe or opt out of receiving marketing messages at any point.
Digital touchpoints and cookies
We keep your personal data for as long as necessary in order for us to fulfil the purpose for which it was collected for or unless we have lawful grounds to store it for a longer period of time. The criteria we use to determine our data storage periods are the following:
- The period of time we have an ongoing relationship with you, for example the period of time you have an active booking, you have an account with our online services or you have enrolled in one of our services.
- Whether there is a legal obligation to which we are subject, for example certain laws, such as accounting laws, require us to keep records of your transactions for a certain period of time before we can delete them.
- Whether the processing is necessary for the purposes of for example claims handling, litigation and regulatory investigations.