At London Air Services Limited (“LAS”), we will not collect, use or disclose your personal information without your consent - except as required or permitted by law. We do not and will not sell or rent your personal information to anyone for any reason.
Personal information you provide to us will only be used by us as part of our ongoing efforts to provide you with superior service and selection, to enhance your experience with LAS and to improve the value and benefits we can provide you.
We know that we earn your business and your trust with each transaction. And that is why we will take every step necessary to protect your privacy by safeguarding any personal information we collect, provide to third-party service providers and/or store during the course of doing business together.
Our mandate for protecting your privacy is to ensure that our privacy standards meet or exceed the guiding principles established in federal and provincial privacy legislation.
LAS is responsible for personal information it holds or which is under its control, including the personal information it entrusts to service providers. We have designated a person to act as our Privacy Officer, whose duties will include monitoring LAS’ compliance with relevant legislation, replying to our valued customer's questions, as well as responding to requests by individuals for access to and correction of any personal information LAS has collected on them.
We adhere to Ten Privacy Principles to ensure your personal information is protected.
Principle 1 - AccountabilityLAS is responsible for maintaining and protecting the customer information under its control. In fulfilling this mandate, LAS has designated an individual who is accountable for the company's compliance with the Ten Privacy Principles.
Principle 2 - Identifying Purposes The purposes for which your information is collected, used or disclosed shall be identified before or at the time the information is collected, used or disclosed. LAS will limit the collection and use of your information to the minimum we require to deliver superior service to you, our customer; this includes advising you about our products, services and other opportunities and those of select third-parties, recognition of returning customers, post-flight follow-ups and surveys, and to administer our business.
Principle 3 - Consent Your knowledge and consent (express or implied) are required for the collection, use or disclosure of your personal information except where required or permitted by law.
Principle 4 - Limiting Collection Any personal information we collect from you is limited to those details necessary for the business transaction, as described further below, and we only collect this information using fair and lawful means.
Principle 5 - Limiting Use, Disclosure and Retention We will only use or disclose your personal information for the purpose for which it was collected - unless you provide us with consent to do otherwise or when it is required or permitted by law. We will not retain your personal information any longer than required to fulfill the needs of why we collected the information to begin with.
Principle 6 - Accuracy Our commitment is to maintain your personal information as accurate, complete and up-to-date as is necessary for the purpose that we collected it for in the first place.
Principle 7 - Safeguarding Customer Information At LAS, we are committed to protecting your personal information with safeguards appropriate to the sensitivity of that information.
Principle 8 - Openness At LAS, we will answer your questions about our privacy policies, procedures, and our management of your personal information in as understandable a format as possible.
Principle 9 - Customer Access If you require details on your personal information at LAS, please send us a written request. Upon receipt of this request, LAS will inform you of the existence, use and disclosure of your personal information and will provide access to that information, except where the law requires or permits LAS to deny access. We will provide you information within a reasonable time period and provide an explanation if we are unable to meet your request. Some inquiries may entail a charge, but we will provide an estimate for the amount in advance.
Principle 10 - Handling Customer Complaints and Suggestions Our commitment is to handle questions about our privacy principles, practices or any suggestions to improve promptly. Please direct your communications to the LAS Chief Privacy Officer at privacy@londonair.com.
At LAS, we gather and use personal information to provide you with the products and services you have requested or to offer additional products and services we believe you might be interested in. Providing us with your personal information is always your choice. Most of the information we collect comes to us directly from you, and only with your consent. The types of information we may ask for depends on the nature of our service to you.
Purchases of Aviation Products or ServicesWe do not, as a condition of the supply of a product or service to you, require you to consent to the collection, use, or disclosure of your personal information beyond that information which we require to comply with all applicable laws and deliver superior service to you, our customer.
We may need to collect contact, payment or other personal information (e.g., passport information) from you to complete a transaction. Examples of where we may need such other information include arranging the provision of services from third-parties (e.g., reservation specialists, transportation services) or complying with any applicable law, including, without limitation, any rule or regulation promulgated by Transport Canada, Citizen and Immigration Canada or any other foreign or domestic governmental authority.
Should we wish to use your contact information to send you promotional information we will ask for your consent.
We may also send you a thank you letter or follow-up communication following a purchase of any of our products or services. This will typically be the only communication you will receive following a purchase and it is truly our way of saying thank you for your business.
Online Quotation Request Form LAS offers a quote request form on its website as a convenient tool for customers and prospective customers to obtain a quotation for the products and services we offer. The information provided by you on the quote request form is collected by LAS to process and facilitate your request for a quotation and to provide requested products and services. Should we use this information for any other purpose, we will first ask for your consent.
Our Website LAS operates a website to service the needs of our customers. The features of our website and the nature of personal information we may ask you to provide may change from time to time. We do not use or disclose personal information for reasons other than the specific purpose for which it was originally provided or consented to. Examples of how we may use your personal information include: we may use your email address, or if requested your telephone number or address, to respond to your communications, questions, suggestion and/or requests for assistance in using our website; or we may ask you for personal information when you contact us to enable us to identify you if appropriate, for example, if you have questions as to the status of a booking you have placed with us.
Disclosure to Third-Party Service Providers In the process of meeting the needs of you, our customer, and providing the services you desire, LAS may share your information with certain third-party service providers for the following purposes: to create a booking account, to provide products and services directly to you, and to address customer service issues that you may have. We will use reasonable efforts to ensure that your personal information is used in a manner that is consistent with LAS’ 10 Principles of Privacy Protection and our policy.
Examples of third-party service providers may include without limitation: credit card issuers and processors, various delivery services, transportation services, database services and reservation service providers. If you do not wish us to provide your personal information to these service providers there may be certain situations where we may be unable to process the transaction or provide our services to you.
All the information you provide to us is securely maintained and is kept strictly confidential to a level appropriate to the level of sensitivity of the information. We use a variety of security measures such as restricting employee access to files, data centres, and using locked file cabinets. In addition, we make use of electronic security measures such as passwords, personal ID numbers and data encryption as appropriate.
Employees must observe the highest standards of confidentiality. We subscribe to the general principle that only those employees that need to know the information in order to provide you services have access to your information. In addition, each employee that receives personal information is required to sign and abide by the terms and condition of a non-disclosure agreement.
LAS' may disclose your information as permitted or required by law. Some examples may be:
Removal of personal informationShould you desire, you can contact our Chief Privacy Officer and request that we remove your information from our records. We will make every reasonable effort to honour your request; however, we may retain some information you have requested to remove to prevent fraud, collect moneys owed, resolve disputes, and to comply with federal and provincial legal requirements.
Changes to our Privacy PolicyOur business constantly changes to meet the needs of our customers and, as a result, our policies and procedures pertaining to privacy and security are also subject to change. We reserve the right at any time without notice to change or modify any of our practices, policies and procedures which relate to privacy and security.
Chief Privacy OfficerLAS has appointed a senior member of its management group to the role of Chief Privacy Officer. It is this person's role to ensure that LAS meets our customers' expectations surrounding privacy. If you have questions or concerns regarding LAS’ Privacy Policy please contact us:
By mail:Chief Privacy Officer London Air Services Limited 12831 Horseshoe Place, Richmond, BC V7A 4X5
By phone: Monday to Friday [except holidays] 8:30 a.m. to 5:00 p.m. Pacific Standard Time Phone: (604) 448-1055 Or toll free 1 (866) 805-8283 (within Canada) Fax: (604) 272-4623
By e-mail: privacy@londonair.com
The Office of the Information and Privacy Commissioner for British Columbia www.oipcbc.org
Office of the Privacy Commissioner of Canada www.privcom.gc.ca
How can I access my information?You may access and verify your information and find out to whom we have disclosed it to at any time by contacting us at privacy@londonair.com. There may be a cost for this service. At the time of your request, we will need specific information from you to verify your identity before we can provide you with the requested information.
Upon receiving such a request, LAS will:
If you have a complaint or a question for us…We are committed to setting the highest customer service standard within the charter aviation industry. We hope you give us the opportunity to correct any situation that does not meet your expectations. If you have any concerns about privacy, confidentiality or our policies and procedures, we want to know about it. All inquires relating to personal information will receive prompt attention and be acknowledged within five (5) business days.
We will continuously assess ourselves to ensure that customer privacy is respected. We will conduct our business in a manner that meets the expectations of our customers.
Version Date: February 1, 2011
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