1. Purpose
This Privacy Policy explains how Emirates Shipping Company ("ESL", "we", "us" or "our") handles personal information when customers communicate with ESL through WhatsApp or use WhatsApp-enabled customer-service features.
2. Information we may collect
Depending on the service you request, we may process information such as:
- Your name, mobile number and WhatsApp profile information made available to the business.
- The content of messages you send to ESL and our replies.
- Shipment-related references that you choose to provide, such as bill of lading, container, vessel, voyage, booking, invoice or customer-reference information.
- Documents, images or other attachments that you choose to send.
- Technical and operational information associated with the interaction, such as message identifiers, timestamps, delivery status and service logs.
3. How we use information
- To answer customer-service enquiries and provide shipment or service information.
- To identify the relevant shipment, booking, document, payment or support request.
- To create, manage and follow up customer-support cases.
- To send requested or permitted service notifications and updates.
- To maintain service security, prevent misuse, troubleshoot issues and keep operational records.
- To comply with legal, regulatory, accounting and dispute-resolution requirements where applicable.
4. WhatsApp and service providers
ESL uses the WhatsApp Business Platform to provide this messaging service. Messages and related technical information are therefore processed through WhatsApp/Meta infrastructure in accordance with their applicable terms and privacy notices. ESL may also use authorized technology and service providers that support hosting, security, customer service, analytics, system integration or messaging operations.
5. Automated and AI-assisted support
ESL may use automated tools, including AI-assisted systems, to understand customer requests, classify enquiries, retrieve relevant service information and help prepare responses. Automated tools are intended to support customer service and should not replace authoritative shipping, financial or regulatory records. Where a request requires human review, the conversation may be transferred to an ESL representative.
6. Sharing of information
We may share information where reasonably necessary to provide the requested service, operate and secure our systems, work with authorized service providers, comply with legal obligations, or protect the rights and safety of ESL, our customers or others.
7. Data retention
We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including customer service, operational records, legal or regulatory obligations, security, accounting and dispute handling. Retention periods may differ depending on the type of information and the applicable requirement.
8. Security
ESL uses reasonable administrative, technical and organizational measures intended to protect personal information against unauthorized access, loss, misuse or alteration. No electronic communication or storage system can be guaranteed to be completely secure.
9. Your choices and rights
Subject to applicable law, you may request information about personal data ESL holds about you, request access or correction, and request deletion or destruction where applicable. You may also stop communicating with ESL on WhatsApp or use WhatsApp's available blocking and privacy controls.
10. International data processing
Some technology or service providers used to operate the WhatsApp service may process information outside the Kingdom of Saudi Arabia. Where cross-border processing or transfer is subject to legal requirements, ESL will apply the measures required by applicable law.
11. Children
This WhatsApp customer-service channel is intended for business and shipping-service enquiries and is not designed for children. Customers should not submit information about minors unless it is necessary for a legitimate service request and permitted by applicable law.
12. Changes to this policy
ESL may update this Privacy Policy when the service, technology or legal requirements change. The effective date shown at the top of this page will be updated when a revised policy is published.
13. Contact us
Dammam 31423, Saudi Arabia
Email: itdesl@emirates.com.sa
Website: http://www.emiratesline.com.sa/
14. Related privacy information
WhatsApp publishes its own privacy information at WhatsApp Privacy Policies. Saudi Arabia's Personal Data Protection Law and related guidance are published by the Saudi Data & AI Authority (SDAIA).