The transcripts of the official inquiry into the culture, practices and ethics of the press. More…

Indeed. There are many, many people in our organisation who need access to passenger information in order to do their jobs. That can be from the call centre when you make a booking, going back to that call centre when you want to change that booking, speaking to people in our loyalty department who deal with the frequent flyer accounts, our refunds department who might need to have access to booking information, the airports who are checking you in, our people who are arranging limousine transfers for people. You know, anything from a customer relations team. So there are many people in our organisation who need to have access to our customers' information in order to do their jobs effectively and to provide the service that our customers expect to get.

We take, therefore, across the business, an approach of making it abundantly clear that confidential information is important and that it should not be disclosed. The three policies that you have seen make that clear, and actually, re-reading those policies, they overlap each other considerably. The professional standards policy really talks about how we expect people to conduct business in general and one of its parts is it talks about the confidentiality and security of information; not disclosing it, not discussing it with people who don't need to know it and not discussing it in public places.

Then through to the data protection policy, which is very clear about the requirements of the Data Protection Act, what constitutes personal information under that Act, what constitutes sensitive personal information, and then goes on to set out practical examples of scenarios where people have to be cautious and careful about how they treat information.

So we do a lot in terms of the policies. We also, as in the call centre, provide training at different times to different people to suit their needs. So in the call centre that is an initial training as part of their initial training and then through ongoing monitoring, and then following up with that training if we think there is still any deficiencies.

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