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Privacy Notice

LHR Airports Limited (Heathrow) website and social media channels privacy notice.

Privacy at Heathrow

Last updated: September 2022

Our Privacy Promise
  • We promise to collect, use and store your personal data in a safe and secure way.
  • We promise to only use your personal data for the specific purposes stated.
  • We promise to keep you informed about how we use your information and who we give it to.


This privacy notice tells you what to expect when Heathrow Airport Limited (Heathrow) collects personal information about you when you use Heathrow.com or Heathrow’s social media channels. Heathrow is committed to protecting your personal information when you use Heathrow services. Whenever you provide such information, we are legally obliged to use your information in line with all applicable laws concerning personal data protection, 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

 

When you use Heathrow.com or Heathrow’s social media channels, we will collect the following information about you:

  • Name
  • Gender
  • Date of Birth
  • Home address
  • Email address
  • Phone number
  • Flight number
  • Social media user name, and if your account is public, we will also receive information regarding your profile such as the content you provide, posts followers, following, comments on your profile, bio and your online presence address

Heathrow collects information about how you use Heathrow.com via our website and the device(s) that 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.

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

  • To provide our Heathrow journey planner service which gives you a complete door-to-door guide with times and directions.
  • To respond to feedback, queries and complaints that you submit through our feedback form.
  • To send you marketing communications about Heathrow products and services. We will only do this where you give us your clear consent to do so.
 
Use of Data
 Purpose

 Justification
To manage Heathrow competitions and select winners for Heathrow competitions that you enter in to either via Heathrow websites or Heathrow’s social media channels. Contract/Consent We may send you competitions or prize draws if you have consented to sign up to our campaigns. Where you enter a competition or prize draw, we will process your data for the purposes of administering and managing the competition or prize draw. The lawful justification for collecting this data is based on the contract you enter. It is necessary for the performance of the relevant competition which you contractually enter into. Failure to provide mandatory data fields denoted by a ‘*’ will mean that we will not be able to enter you into the relevant competition.
Where you use Heathrow Social Media Channels to communicate with Heathrow Legitimate interest We use social media such as Twitter, Facebook, Instagram, YouTube, WeChat and Weibo to interact with our customers. When we receive queries on these social media platforms, we may collect your personal information for us to correctly identify you and deal with your query. All the personal information collected will depend on the information that you provide us. On a few occasions, we may request for further information to help us deal with your query. Our Weibo and WeChat social media platforms are managed through our trusted third-party provider, TONG Digital.
To send you marketing communications about Heathrow Airport and other Heathrow services. Consent and legitimate interest When you purchase a Heathrow product or use one of our services, we will use legitimate interest to send you marketing communications, we will inform you about the latest airport updates including exclusive offers and new services where we have your consent or legitimate business interest to send you marketing to improve your travel experience.
To respond to feedback, queries and complaints that you submit through our feedback form. Legitimate interest Where you complete a feedback form or send us queries or comments, we have a legitimate interest to respond to your feedback.
We will share your name and email address with selected Airport Partners who will use your personal data to send marketing communications to you. Consent When you enter a competition and give us your clear consent, we will share your name and email address with our competition partners who will use your personal data to send marketing communications to you.
We may match the data we collect with other data that we hold about you where you have provided a Heathrow Rewards number when purchasing products and services from our retail partners. We may also analyse marketing communications for campaign and engagement effectiveness. Consent and legitimate interest Where we have your consent or legitimate business interest for your personal data to be used for this specific purpose. We may match the data we collect with other data that we hold about you if you have used Heathrow products and services or where you have provided a Heathrow Rewards number when purchasing products and services from our retail partners. We may also analyse marketing communications for campaign and engagement effectiveness. We do this to build up a picture of your personal preferences and understand how you use Heathrow and our retail partners products and services.

You are always in control of how we use your personal data and can opt out of marketing communications during and after the booking process. You can change your marketing preferences at any time or unsubscribe from Heathrow Airport marketing communications by visiting ‘My Account’ or by clicking ‘Unsubscribe’ on the footer of a Heathrow Airport marketing email. You have the right to object to this processing which you can exercise by contacting privacy@heathrow.com. On social media, you can either unfollow or block us or use the cancellation option. Further, you can inform us through our contact page. Please note that if you object, this may affect our ability to send personalised marketing communications to you.

Your information will be handled and used by the following recipients:

  • Heathrow staff delivering the competition and online service
  • Our trusted data partner(s) who deal with marketing support for our Customer Relationship Management (CRM) Platform
  • Customer service agents employed by Sitel Group who work on behalf of Heathrow
  • Competition providers and partners, provided when competitions are live
  • TONG Digital, our trusted specialist social medial agency. View TONG Digital privacy policy

We will not transfer or disclose your personal information, other than: as identified in this Privacy Notice, to our trusted third-party suppliers and/or to the police, tribunals, courts, regulators, or other authorities to assist them with their investigations or requests and/or for us to report security incidents or suspected or actual unlawful acts and/or as may be otherwise required by law.

Some of our trusted partners that we share your personal data with may need to transfer personal data overseas. As we are responsible for your personal data, we always ensure that your information remains protected and secure when being transferred.

Your personal data for Heathrow competitions will be retained for a period of 60 days from the date of the draw at which point all of your personal details are removed from our systems.

Your personal data 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.

Your personal data for Social Media will be retained for a period of two years and then delete it after the retention period has passed.

Where you tell us that you no longer wish to receive marketing messages about 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.

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
Hounslow
Middlesex
TW6 2GW
Email: privacy@heathrow.com

Should you find our response unsatisfactory, you have the right to lodge a complaint with the supervisory authority – the Information Commissioner’s Office (ICO). You can find more information on the ICO website at https://ico.org.uk/concerns/ regarding the complaints process.

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 our sites to work whilst other cookies are used to provide tailored advertising by trusted third parties. To find out more about cookies, visit www.aboutcookies.org.

 

Heathrow uses the following types of cookies on our websites:

Strictly necessary - These cookies are essential for our websites to work and 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 continually improve our websites and understand how effective our adverts are. You can opt-out of these cookies by managing your preferences above.  

Functionality - These cookies are used to provide services or remember settings to enhance your visit for example text size or other preferences. You can opt-out of these cookies by managing your preferences above. 

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 advert as well as help measure the effectiveness of the advertising campaign. You can opt-out of these cookies by managing your preferences above. 

Personalisation - These cookies help us to show you the most relevant content based on your interaction with our website. You can opt-out of these cookies by managing your preferences above. 

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. You can also opt-out of cookies by managing your preferences above. 

Links to other websites - This privacy notice does not cover the links within this site to third-party 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.

Other partner sites' Privacy Notices

  1. Heathrow Express