In response to the Travel News article highlighting the misuse of CTCM/CTCE details for unsolicited marketing, SAA has reiterated its commitment to maintaining data privacy and stakeholder trust in its passenger data usage.
“SAA categorically states that it handles passenger data with the utmost integrity, transparency, and respect for the privacy of its stakeholders. We operate in compliance with applicable laws in every market we serve,” said an SAA spokesperson.
According to the airline, the passenger data it collects during booking, check-in, or for its loyalty programme is processed with consent and only for legitimate operational purposes, in accordance with the Protection of Personal Information Act (POPIA).
“Operational purposes refers to messages about passengers’ flight statuses, including delays, cancellations, schedule changes, gate changes, and safety or security information. Passenger contact details provided for this purpose are ring-fenced within our systems for operational use only,” said the spokesperson.
SAA confirmed that its promotional messages were managed separately and were based on customers’ explicit consent and marketing preferences, in line with POPIA.
“The importance of an airline having direct, accurate contact information for passengers for operational purposes cannot be overstated,” said SAA.
“Unforeseen events such as disruptions or changes to flight schedules often occur outside the normal working hours of an agency or agent. When contact details provided in the PNR default to travel agent information, it may mean that affected passengers aren’t promptly informed if a change has occurred.”
