Birmingham Airport Compliments, Complaints and Questions Privacy Notice

CRM Department – Customer Correspondence and Refunds

Birmingham Airport is collecting your personal data.  When we collect personal data, we are legally obliged to provide you with certain information, it is called the ‘Right to be Informed’.  That information is contained in the below Notice.  If any of the information we provide to you is not clear enough, there are contact details for Birmingham Airport’s Data Protection Officer further down this Notice, please do not hesitate to make contact and ask for further information.

  1. Why we need it - the purpose of processing

When you provide the Airport with your personal information for the purposes of complaints, compliments, and questions. The Airport needs your personal data for the purposes of processing your complaints, questions, compliments and a lot of complaints or queries that come through to Birmingham Airport are about services offered by our onsite partners. Where this is the case your complaint/query will be passed on, this will allow your complaint to be answered directly by the appropriate company.

Should you request a refund on a product or service purchased from the Airport, your personal data will be used to facilitate this for you.


  1. Why we’re allowed to process your personal information in this way – the legal basis
  •  Article 6 condition – legitimate Interests (relating to correspondence)
  • Article 6 condition – legal obligation (where relating to the Consumer Rights Act 2015 for refunds)


  1. Who we will share your personal information with?

 To answer your correspondence there are a number of organisations we will need to pass your details on to, depending on the concern you have raised with us. 

Organisations on site include the following:

  • Duty free retailers
  • Software providers
  • Car park providers
  • Luggage service providers
  • Crime agencies
  • Airlines/tour operators/travel agents
  • Handling agents
  • Retail/catering outlets
  • Lounge operators
  • Legal organisations
  • Border Force/West Midlands Police/Immigration
  • Regulators


Your details will also be held on our system which is provided by third-party software suppliers, Oracle.  The software suppliers may have access to the personal data for the purposes of supporting the IT infrastructure only, they will not have access to the information for any other purpose.


  1. Where your personal information will be stored or transferred to

Your personal information will be stored on our supplier’s servers (located in Slough, UK) and Birmingham Airport’s servers.


  1. How long we will keep your personal information for

 Any queries, compliments or complaints that come to us through the Airport’s website will be kept for 2 years, unless it involves a noise complaint, in which case it will be kept for 3 years.  Further information on Noise complaints can be found on the Noise Complaint Privacy Notice on the Birmingham Airport website.

Data relating to refund transactions will be retained for 6 years plus 1 year, as per The Limitations Act 1980, to allow for challenges and defence on any issues.


  1. Your rights

You are entitled to request the following from Birmingham Airport.  These are called your Data Subject Rights and there is more information on Birmingham Airport’s website about each of these and what they mean to you.  You can find this information by going to


  • Right of access
  • Right to rectification
  • Right to erasure
  • Right to restriction of processing
  • Right to data portability
  • Rights with regards to automated individual decision making, including profiling


Right to object


The right to object is particularly important if we are processing your information under the conditions of a ‘public task’, or ‘legitimate interests’, and you can check that information above in section 2.  This is because these conditions must be based on not overriding your rights and freedoms against our purposes for using your personal information.  If we are using your personal information on these grounds and you wish to object, please contact us on [email protected]


If you have any questions or wish to contact us and ask us to look at your rights at any time, please contact Birmingham Airport’s Data Protection Officer on the below details.

Postal Address:

Birmingham Airport Limited

Diamond House

Airport Way


B26 3QJ

Email: [email protected]


  1. If you are unhappy with the way in which we use your personal information

 If you are unhappy with the way in which Birmingham Airport has used your personal information and you have already been in contact with us (on the above details) and feel we did not resolve your issues to your satisfaction, you can contact the Information Commissioners Office (The UK’s Data Protection Regulator), the details are below.  However, the Information Commissioner does prefer that you have contacted Birmingham Airport first with your concerns before you then take those concerns to the Regulator.

Postal Address:

Information Commissioner’s Office

Wycliffe House

Water Lane




Email: [email protected]

Telephone number: 0303 123 1113 for local rate calls or 01625 545745 for the national rate


  1. Is your personal data being processed because of a regulatory or contractual requirement?

 There can be a contractual obligation to provide a refund on products or services, in line with your consumer rights.


  1. Are we using automated decision making or profiling with regards to your personal data?

 No, we are not using automated decision making or profiling for the purposes detailed within this Notice.




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