Schiphol chatbot Privacy Statement

Our artificial intelligence (AI) chatbot (Schiphol AI) is here to help you with questions you might have about your visit to Schiphol Airport and its services. The responses and content created by Schiphol AI are artificially generated, based on public information found on Schiphol’s website.

Please note that Schiphol AI cannot help you with specific questions about your personal data or flight information. For these types of inquiries, you can contact an agent directly or type into the chat that you’d like to speak to an agent. Schiphol AI will then connect you to a live agent who will assist you. Please do not enter personal data in the Schiphol AI itself.

We only process the personal data that you put into the chat. We advise our visitors and chatbot users not to put any personal data into the chat. However, if you do put personal data into the chat, we process it for 24 hours. After this, the data will be deleted.

Yes, your chat information is shared with:

• Our agents from our Customer Service team. • Microsoft: to generate a response with AI and also to store the chat data for 24 hours

Yes, we monitor the content of the chatbot. We’ve put various measures in place to do this, such as input and output filters. We also have a team of colleagues that regularly monitors the chat.

The chat content is stored for 24 hours, after which it will be deleted.

To offer our customer service, Schiphol works together with RIFF. This is an organisation that specialises in offering these types of services.

Schiphol processes all contact requests in a cloud-based Customer Relationship Management (CRM) application.

The data processed in all abovementioned applications are not transferred outside the European Union and the European Economic Area (EEA) and strict privacy and security agreements have been made with the abovementioned parties on how to handle personal data.

No, information given Schiphol AI may not always be correct and is not legally binding for Schiphol.

Access to, amendment and deletion of your personal data
You have the right to know what personal data on you are processed by Schiphol. If your personal data prove to be incorrect, you can ask us to amend your data. You can also request us to delete personal data and to discontinue their use.

Lodging an objection
Besides requesting deletion or restriction of the processing, you can also object to the processing of personal data by Schiphol. First, you can do so if you do not agree to Schiphol using your personal data for direct marketing (for instance by profiling).

Second, you can object to the use of your personal data owing to your specific situation. If you lodge an objection, we will in principle temporarily discontinue or restrict the processing of your personal data. If your objection is accepted, we will definitively discontinue or restrict the processing.

Your request and our response
If you have a question, a request or if you wish to lodge an objection, email our Data Protection Officer (DPO) via dpo@schiphol.nl. We will do our utmost to respond to your request in a timely manner.

Who is the controller?
This privacy statement is issued by Schiphol Nederland B.V. Our contact details:

Schiphol Nederland B.V.
P.O. Box 7501
1118 ZG Schiphol

How to contact our Data Protection Officer
Do you have any questions or requests concerning your data? If so, you can send an email to the DPO via dpo@schiphol.nl or send a letter to our postal address, for the attention of the Data Protection Officer. Together with your request, please provide your name, address, email address and telephone number.

If you are dissatisfied with the way in which we treat your privacy or handle your request or objection, you can file a complaint with the Dutch Data Protection Authority.

If necessary, we will update this privacy statement. This may be due to changes in policies, changes in the data processing operations or changes in the systems we use to process data.