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Privacy Notice

Last updated: May 2018

This privacy notice tells you what to expect when Heathrow Airport Limited (Heathrow) collects personal information about you when you use Heathrow VIP. Heathrow is committed to protecting your personal information when you use Heathrow services. Whenever you provide such information we will only use your information in line with all applicable data protection laws, including the General Data Protection Regulation (GDPR). Your information will be kept in a secure environment and access to it will be restricted according to the 'need to know' principle.

What information will we collect about you?

When you use Heathrow VIP, we will collect the following information about you:

  • Name
  • Address
  • Email address
  • Phone number
  • Date of travel
  • Flight number
  • Payment details

Heathrow collects information about how you use Heathrow VIP via our website and the device(s) you use to access the service. This includes collecting unique online identifiers such as IP addresses, which are numbers that uniquely identify a specific computer or other network device on the internet. For more information, see our section on ‘cookies’ below.

How will Heathrow use the information it collects about me?

Heathrow will use your personal data for a number of purposes including the following:

  • To provide the Heathrow VIP service, activities and to provide you with information about them and to deal with your requests and enquiries related to Heathrow VIP.
  • To send you marketing communications about Heathrow VIP.

The lawful justification for collecting and using your personal data is that it is necessary for the performance of the Heathrow VIP service which you contractually enter into. Failure to provide mandatory data fields denoted by a ‘*’ will mean that we will not be able to complete your booking and deliver the Heathrow VIP service to you.

The lawful justification for sending marketing communications about Heathrow VIP to you is because we have a legitimate business interest for your personal data to be used for this specific purpose. This enables us to inform you about the latest Heathrow VIP updates including exclusive offers and new services to improve your travel experience. We have conducted an assessment to make sure that the benefits to you are equal to the benefits to us. You are always in control of how we use your personal data. You can opt out of marketing communications at any time by clicking ‘Unsubscribe’ on the footer of a Heathrow VIP marketing email.

Your information will be handled and used by the following recipients in order to deliver the Heathrow VIP service:

  • Heathrow staff delivering the VIP service
  • Meantime IT who administer the Heathrow VIP booking platform
  • Wilson James Group Limited who deliver the client chauffeur and gate security service
  • Compass Group UK & Ireland Limited who deliver the hospitality function
  • Reach Contact Ltd who deliver the Personal Shopper service
  • Travelex UK Limited who deliver the VAT Refund and Bureau de Change service
  • Airlines to co-ordinate the boarding and/or disembarkment of the aircraft for you
  • Border Agencies to process VAT forms and the Fast Track service
  • Embassies to verify Exemption status and fulfil special passenger requests
  • Customer service agents employed by Sitel Group who work on behalf of Heathrow

We will keep your information within Heathrow and our trusted third parties except where disclosure is required by law, for example to government bodies and law enforcement agencies.

Some of our trusted partners may transfer your information overseas in order to provide the Heathrow VIP service to you. As we are responsible for your personal data, we always ensure that your information remains protected and secure when being transferred.

How long will Heathrow keep my information?

Your transactional information will be retained for a period of seven years and one month from the date of you last transaction due to tax regulations at which point all of your personal details is removed from our systems.

Your personal details for marketing communications will be retained for a period of three years from the date of your last interaction with the marketing communication (i.e. opening an email or clicking on a link within the email) at which point all of your personal details is removed from our systems.

Where you tell us that you no longer wish to receive marketing messages about Heathrow VIP and other Heathrow products and services, we will keep this information about you until you tell us otherwise. This is to ensure that we don’t send you any further marketing communications in error.

What rights do I have over my personal data?

Under the General Data Protection Regulation, you have the right to:

  • Access your personal data by making a subject access request
  • Rectification, erasure or restriction of your information where this is justified
  • Object to the processing of your information where this is justified
  • Data portability

To exercise your rights, please contact the Heathrow Data Protection Officer using the following contact details:

Data Protection Officer
Heathrow Airport Limited
The Compass Centre
Nelson Road
Email: privacy@heathrow.com

Privacy & Cookies

Cookies are small text files which are stored on your computer when you visit certain web pages. At Heathrow we use cookies to understand how our sites are used which helps us to improve your overall online experience. Some of the cookies we use are necessary for some of our sites to work whilst other cookies are used to provide tailored advertising by trusted third parties. r payment details. To find out more about cookies, visit www.aboutcookies.org

The different types of cookies we use

Heathrow use the following categories of cookies on our websites:

Strictly necessary - These cookies are essential for certain features of our websites to work for example when you make payments for car parking. These cookies do not record identifiable personal information and we do not need your consent to place these cookies on your device. Without these cookies some services you have asked for cannot be provided.

Performance - These cookies are used to collect anonymous information about how you use our websites. This information is used to help us improve our websites and understand how effective our adverts are. In some case we use trusted third parties to collect this information for us which may include recording your use of our websites but they only use the information for the purposes explained. By using our websites, you agree that we can place these types of cookies on your device. You have the right to object from being recorded on our websites by clicking here.

Functionality - These cookies are used to provide services or remember settings to enhance your visit for example text size or other preferences. The information these cookies collect is anonymous and does not enable us to track your browsing activity on other websites. By using our websites, you agree that we can place these types of cookies on your device.

Targeting and Advertising - These cookies are used by trusted third parties to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. Information contained in these cookies is anonymous and doesn't contain your personal information. To find out more about cookies used for targeting and advertising follow www.youronlinechoices.com and www.networkadvertising.org or contact us at website_feedback@heathrow.com for further information about the trusted third parties we use.

Managing cookies

If you'd prefer to restrict, block or delete cookies from Heathrow and our third party advertisers, or any other website, you can use your browser to do this. Each browser is different, so check the 'Help' menu of your particular browser to learn how to change your cookie preferences. If you choose to disable all cookies we cannot guarantee the performance of our websites and some features may not work as expected.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We will keep this privacy notice under regular review and we will place any updates here. At the start of this privacy notice, we will tell you when it was last updated.