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Shandong Airlines Rules for Sensitive Personal Information Protection

I. The purpose and necessity to collect and use your sensitive personal information

We will collect and use the sensitive personal information you provided voluntarily for the following purposes:

1. Performance of your air transportation contract with us:

 (1) Seat reservation and ticket booking services

In order to guarantee successful airline reservation and legitimate travel, you are required to provide the following information: passenger’s name, gender, date of birth, valid ID (for residents of mainland China, the types of valid ID include resident identity card, temporary identity card, passport, certificate of military officer, certificate of civilian cadre, certificate of compulsory serviceman, certificate of noncommissioned officer, certificate of civil service worker, certificate of employee, certificate of PAP officer, certificate of PAP soldier and certificate of seaman; for mainland China residents under the age of 16, the types of valid ID also include medical certificate of birth, permanent residence booklet, and identification issued by the local public security organ of the registered permanent residence; for residents of Hong Kong or Macao Region, Mainland Travel Permit for Hong Kong and Macao Residents; for residents of Taiwan Region, Mainland Travel Permit for Taiwan Residents and Residence Permit for Hong Kong, Macao and Taiwan Residents; for foreigners, valid passport, certificate of diplomatic staff stationed in China issued by the Ministry of Foreign Affairs, foreigner’s permanent residence card, and other valid IDs acceptable for flight), nationality, issuing country, certificate’s term of validity, travel time, and contact’s name, mobile phone number and email address.

To complete payment, the following payment information should be provided: bank card number, expiration date, CVV, cardholder’s name, mobile phone number registered with the bank, valid ID information, financial account, and mileage payment password. After completion of ticket booking, we will generate your order information, including your seat reservation record, ticket number, flight number, origin, destination, flight time, and cabin class.

To have your itinerary mailed, you need to provide the recipient’s name, mobile phone number and mailing address. To issue an electronic invoice, you need to provide your ticket number or valid ID information, name, and mobile phone number or email address; if an invoice title is needed, you should also provide the company name and taxpayer's registration number.

(2) Registration and use of member services at the official website of Shandong Airlines

To use our member services, you need to provide your name, nationality, ID number, gender, date of birth, mobile phone number, email address and member password for member registration and login.

When adding frequent passenger information for the convenience of quick booking, you need to provide: name, mobile phone number registered with the bank, valid ID (for residents of mainland China, the types of valid ID include resident identity card, temporary identity card, passport, certificate of military officer, certificate of civilian cadre, certificate of compulsory serviceman, certificate of noncommissioned officer, certificate of civil service worker, certificate of employee, certificate of PAP officer, certificate of PAP soldier and certificate of seaman; for mainland China residents under the age of 16, the types of valid ID also include medical certificate of birth, permanent residence booklet, and identification issued by the local public security organ of the registered permanent residence; for residents of Hong Kong or Macao Region, Mainland Travel Permit for Hong Kong and Macao Residents; for residents of Taiwan Region, Mainland Travel Permit for Taiwan Residents and Residence Permit for Hong Kong, Macao and Taiwan Residents; for foreigners, valid passport, certificate of diplomatic staff stationed in China issued by the Ministry of Foreign Affairs, foreigner’s permanent residence card, and other valid IDs acceptable for flight), nationality, issuing country, certificate’s term of validity, etc.

 (3) Registration and use of Phoenix Miles member services

If you choose to register as a Phoenix Miles member, you need to provide your name, contact number, valid ID information, country/region, date of birth and password, and we will provide to you your Phoenix Miles membership card number and your membership grade. During the use of your Phoenix Miles membership, your mileage accrual and redemption information will be generated, and your membership grade may change according to the membership grade rules.

 (4) Real-name authentication service

In order to use our real-name authentication service, you should provide your face information, bank card information, mobile phone number, name and ID card number. Your face information and bank card information will only be verified once, and will not be stored by Shandong Airlines.

 (5) Other services

In order to purchase prepaid luggage, check in, use irregular flight service, have your ticket verified, etc., you need to provide your ticket number or valid ID information, name, mobile phone number, flight number, and flight date. In particular, for refund of irregular flight ticket, the passenger’s card number should also be provided.

To make a hotel reservation, you need to provide the guest’s name, mobile phone number, ID number and check-in/check-out date.

To purchase an insurance policy, you need to provide departure date, return date, insurance period, and the applicant’s name, date of birth, ID number and mobile phone number.

To book a tour, you need to provide the tourist’s name, mobile phone number, ID number, travel time, and contact’s name, valid ID and mobile phone number. For domestic tours, you need to provide the tourist’s Chinese and English names, gender, nationality, passport number and expiration date, date of birth, ID photo, travel time, and contact’s name, valid ID, mobile phone number and email address.

If you are unable to travel due to illness and apply for free cancellation, we will need you to provide a medical certificate for verification.

 (5) Telephone service

We will use your account information and order information for telephone customer service and after-sale service. To guarantee your account security, our call center customer service and online customer service will verify your identify with your account information. When you need request customer service and after-sale service relating to your order information, we will query your order information. In order to contact you conveniently and help you to solve problems quickly or record the handling methods and results of relevant problems, we may save your communication with Shandong Airlines, correspondence/call records and relevant content (including account information, order information, other information provided by you to prove relevant facts, or your contact information). If you are consulting on, complaining about or offering suggestions on a specific order, we will use your account information and order information. When communicating with our customer service staff, you may provide other information in addition to the above information (for example, when you request us to change shipping address, contact person or mobile phone number).

If you need to apply for services including stretcher, wheelchair, unaccompanied minor, carry-on portable oxygen apparatus or ventilator, and transportation of human organs for donation, you need to provide your name, contact method and valid ID information, and relevant companion or guardian’s contact information and address, and we will verify your medical certificate, or collect relevant supporting documents according to the state requirements.

If you are unable to travel due to illness and apply for free cancellation, we will need you to provide a medical certificate for verification.

 (6) Necessity for guaranteeing transaction security

In order to enhance system security during your use of our products and/or services, and improve the accuracy of phishing site fraud prevention and account security protection, we may analyze your browsing information, order information and equipment information (IP address, equipment model and equipment identification number) to judge your account security/transaction security risks and prevent fraud.

II. Deal with the possible impact of your sensitive personal information on your personal rights and interests and protective measures taken

Please note that disclosure or improper use of your sensitive personal information may result in infringement of your personal life, property or personal dignity. When processing your personal information, according to the requirements of data classification and classification, we will adopt the leading security measures in the industry such as separate storage, encryption, permission control and de-identification to protect your information security, so as to avoid any impact on your personal rights and interests.

III. Storage of your sensitive personal information

The personal information we collect and generate in the People's Republic of China will be stored in the People's Republic of China. Without your authorization and consent, we will not transmit your personal information abroad, except for the followings:

 (1) Information otherwise provided by laws and regulations;

 (2) You have been informed and your consent has been solicited;

 (3) Cross-border booking, placing orders, trading and other personal activities initiated by you.

Your personal information may be transmitted for the purposes set out in these Rules to countries or territories other than your habitual residence for processing. In such cases, we will protect your personal information in accordance with applicable legal provisions.

IV. Ways to revoke the authorization, modify or delete your sensitive personal information

If you wish to withdraw your authorization to collect, use or store your sensitive personal information, you may send an email to b2czb@sda.cn, and we will delete your sensitive personal information in a timely manner.

You may also contact our personal information protection agency and request access, copy, correction, supplement, delete your information according to laws and regulations. After verification, we will do so for you.

V. For more details about personal information processing, please refer to our Privacy Policy.

You may click the "Privacy Policy of Shandong Airlines" or view the Policy through Shandong Airlines Zhangshangfei APP -- Settings -- Privacy and Permissions".