Arriva Bus Privacy Policy

Last updated: 23 May 2018

The Arriva UK Bus (”We”) are committed to protecting and respecting your privacy.

This policy (together with our Website Terms of Use www.arrivabus.co.uk/website-terms-of-use/ and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting www.arrivabus.co.uk, www.greenline.co.uk, https://tickets.arrivabus.co.uk, or providing your information in the circumstances described below, you are accepting and consenting to the practices described in this policy.

For the purpose of the General Data Protection Regulation (the “Act”), the data controller is Arriva UK Bus Ltd of 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP

  1. What personal data do we collect?
    Information provided by you.
    You may give us information about you by filling in forms on our site www.arrivabus.co.uk or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our sites, download our apps, subscribe to our services, purchase tickets, register to receive email updates, register with us to use our on-bus Wi-Fi service, enter a competition, promotion or survey and when you report a problem with our sites or make a complaint. The information you give us may include your name, address, e-mail address and phone number, financial and credit card information, personal description and photograph, geographical location, IP or MAC address or details regarding your use of your mobile device or PC (specifically when you register to use our on-bus Wi-Fi service).

    Information we collect about you.
    With regard to each of your visits to our sites or register to use our on-bus Wi-Fi services we may automatically collect the following information:

    • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;

    • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our sites (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

    Information we receive from other sources.
    We may receive information about you if you use any of the other websites we operate or the other services we provide. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.

    Sensitive personal data.
    We will not intentionally or systematically seek to collect, store or otherwise use information about you classed as ‘special categories of data' or 'sensitive data' (for example, information relating to any trade union membership, ethnic origin or health).

  2. Cookies
    Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our sites. For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy at www.arrivabus.co.uk/cookie-policy

  3. How do we use your personal data and what is the legal basis for such processing?
    The collection of the personal data described above is usually mandatory and, if such personal data is not provided, we will not be able to provide the information, products and services to you. Where the collection of any personal data is not mandatory, we will inform you of this prior to collection, as well as the consequences of failing to provide the relevant personal data.

    Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.

    However, we will normally process your personal information only:

    • where we have your consent to do so;

    • where the processing is necessary to perform our contract with you; or

    • where the processing is in our legitimate interests or those of a third party and such interests are not overridden by your data protection interests or fundamental rights and freedoms; and

    • where we have a legal obligation to process your personal information.

    Information provided by you. We use your personal information as follows:

    Channel Purpose of processing Legal basis for processing
    Email marketing Opting in to receive email marketing communications Consent
    Prize draw/giveaways/competition forms In order to fulfil prizes gifts to prize draw/giveaways/competition winners etc Consent
    MyArriva Account To enable you to track your services and e-commerce tickets Consent
    e-commerce bus tickets Account creation to make purchasing a bus ticket via the website easier and to facilitate postal fulfilment Consent
    Image usage In order to gain consent for image use.
    Any images of children should obtain parental/guardian consent.
    Consent
    m-ticket Account creation to register for and use the mobile ticketing application Consent
     
    Information we collect about you. We use your personal information as follows:

    Channel Purpose of processing Legal basis for processing
    MyArriva Account   Consent
    Wi-Fi   Legal
    Google Analytics To anonymously analyse the effectiveness of our digital communications and website traffic To support our goal of providing enhanced communications.
    m-ticket To create and fulfil mobile tickets purchased via the m-ticket app Consent
    e-commerce bus tickets To fulfil tickets purchased via the website for postal delivery, print-at-home ticket or delivered to the m-ticket app Consent
    Journey Planning app Anonymously analyse popular trip plan requests and use of app features To support our goal of providing a punctual, desirable and efficient, operational bus service, and improving the app.
    Surveys Anonymously gather insights that you agree to provide Informed Consent to participate in any research will be sought prior to starting any study. All insight will be conducted under Market Research Society’s Code of Conduct.
    On-bus ticket machine Anonymously analyse customer journey patterns  To support our goal of providing a punctual, desirable and efficient, operational bus service.
    SessionCam Our website uses SessionCam for analysis. SessionCam is a product that has been developed by SessionCam Ltd. SessionCam may record mouse clicks, mouse movements, page scrolling and any text keyed into website forms. We do not collect any personnel data. Recorded sessions is for Arriva UK Bus internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting. You can choose to opt-out of SessionCam. Please click on the following link: https://sessioncam.com/choose-not-to-be-recorded

    These details are also in our Cookie Policy: https://www.arrivabus.co.uk/cookie-policy/



    Information we receive from other sources.

    We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “Questions about this Privacy Notice” heading below.

  4. Sharing Your Information

    We may disclose your personal data to the following categories of recipient for the purposes described in this Privacy Notice:

    • Cogent Elliot, Creative agency: Prize fulfilment, image usage

    • The NDL Group: Prize fulfilment

    • Smoking Gun PR, PR Agency: Prize fulfilment, image usage

    We may share your information with selected third parties including:

    Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.Companies within the Arriva group for the performance of any contract we enter into with them or you.

    Analytics and search engine providers that assist us in the improvement and optimisation of our sites.

    We may disclose your personal information to third parties:

    In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

    If Arriva UK Bus Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

    We may also disclose your personal data to any competent law enforcement body, regulator, government agency or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation; (ii) to exercise, establish or defend or legal rights; or (iii) to protect your vital interests or those of any other person;

  5. Data Retention
    We will not retain your personal data for longer than is necessary to fulfil the purposes for which we collected that personal information, unless the law permits or requires that we retain it for longer.

    The table below explains in more detail how long Arriva UK Bus Limited will store different types of customer information for:

    Passenger Information For a period of 6 years following the end of the year in which the passenger last purchased the Customer's services
    Passenger details (e.g., name, address of customer etc)

    (i) Prospective passengers

    (ii) Current passengers

    (iii) Lapsed passengers

    (i) 13 months


    (ii) For the duration of the passenger's registration with the Customer and then for the period specified for lapsed passengers

    (iii) For a period of 6 years following the end of the year in which the passenger last purchased the Customer's services

    Passenger data For the duration of the passenger's registration with the Customer and then for a period of 6 years following the end of the year in which the passenger last purchased the Customer's services
    Passenger consents to Customer terms and conditions For the duration of the processing of the Personal Data and up to 6 years thereafter
    Passenger service enquiries 3 years
    Statistical reports/marketing data  Six (6) years
    Register of complaints Review after 2 years
    Correspondence and papers including emails Review after 6 years (or 10 years if the documents relate to a complaint or investigation)
    Competition/prize draw/ giveaway winners Winner name only will be stored indefinitely for auditing purposes.
    90 days after receiving winner information any correspondence and additional data e.g. address, telephone number, will be destroyed.
    Photography consent Indefinitely or until image destruction
  6. Information Security
    We apply appropriate administrative, technical and organisational security measures to protect your personal data that is under our control from unauthorised access, collection, use, disclosure, copying, modification or disposal. All information you provide to us is stored on secure servers. We are part of the Arriva plc Group, which trains its employees regarding our data privacy policies and procedures and permit authorised employees to access personal data on a need to know basis, as required for their role. We also take steps to ensure that any service provider that we engage to process personal data on our behalf takes appropriate technical and organisational measures to safeguard such personal data.

  7. Transferring Information Internationally
    Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of your country.

    This means that, when we collect your personal information, it may be processed in these countries. However, we have taken appropriate safeguards to require that your personal data will remain protected in accordance with this Privacy Notice.

  8. Updates to this Privacy Notice
    We may update this Privacy Notice from time to time in response to changing legal, technical or business developments. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Notice changes if and where this is required by applicable data protection laws.

    You can see when this Privacy Notice was last updated by checking the “last updated” date displayed at the top of this Privacy Notice.

  9. Your Data Protection Rights
    You have the following data protection rights:

    If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us at any time at www.arrivabus.co.uk/contact-us

    or by post to the following address:

    Arriva Customer Services
    FREEPOST ANG7624
    Luton
    Bedfordshire
    LU4 8BR

    In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us at www.arrivabus.co.uk/contact-us

    or by post to the following address:

    Arriva Customer Services
    FREEPOST ANG7624
    Luton
    Bedfordshire
    LU4 8BR

    • If we have collected and processed your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.

    • We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

  10. Questions about this Privacy Notice
    If you have any question, concerns or complaints about this Privacy notice or our handling of your personal data, you can contact us through our customer service centre using the following online line;

    www.arrivabus.co.uk/contact-us 

    or by post to the following address:

    Arriva Customer Services
    FREEPOST ANG7624
    Luton
    Bedfordshire
    LU4 8BR

    If you are unsatisfied with the response, you can contact Arriva plc's Data Protection Officer at [email protected].

    You have the right to complain to a data protection authority about our collection and use of your personal information. If you are based in the European Economic Area, please contact your local data protection authority. (Contact details for data protection authorities in the European Economic Area, Switzerland and certain non-European countries are available on the EU Commission's website via the following link: http://ec.europa.eu/justice/data-protection/article-29/structure/data-protection-authorities/index_en.htm)

    The controller of your personal data is Arriva UK Bus Limited of 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP.