Heathrow App Privacy Notice

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

• Where you sign into your Heathrow Rewards account on the app, we would process your email alongside your first name, last name and your Rewards details. 
• To provide you with the opportunity to book and use our Heathrow Commercial Services we would process your personal data in relation to the bespoke service. For more information, please see the commercial services privacy notice: Commercial Services privacy notice | Heathrow.
• When you scan your boarding pass on the app, we will collect and process your flight details.
• If you make an enquiry via our customer service centre, we will collect any information you provide in relation to a customer service enquiry, this could include (but not limited to) name, email address, phone number, address, vehicle registration number, flight details, proof of ID, booking references or other account details. Please note, this differs depending on your enquiry. We may process your social media username where you interact with our digital engagement team on any customer service enquiries. Where you have completed a Customer Satisfaction Survey (CSAT) we will process and store your responses.
• Location data, where you consent to location tracking to use the wayfinding feature on the app we will track your location to navigate you around the terminal. We will also process your location (where you have consented) to send you push notifications by capturing your IP address, Device ID and other similar online identifiers to send you personalised content based on your location. This includes promotional material and will only be sent if we have your consent to do so. 
• Other push notification communications include service messaging to make you aware of any disruption to our services.

Heathrow collects information about how you use the Heathrow App. 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. Other online identifiers (such as Device ID) may be used. For more information, see our section on ‘cookies’ below.

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

• To provide you with the pre-order food and beverage service via our third party suppliers.
• To allow you to book or use our Heathrow products and services such as parking, lounges, reserve and collect. For more information please see the commercial services privacy notice: Commercial Services privacy notice | Heathrow.
• To provide you with navigation via our wayfinding feature where you have consented to provide us with your location. 
• To 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. 
• Where we have your consent or a legitimate business interest, 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. This enables us to send you relevant and personalised content and ensures we only send relevant communications to you, making your journey smoother and more enjoyable. We have conducted an assessment to make sure that the benefits to you are equal to the benefits to us.
• We use affiliate tracking links to ensure you are referred to the right place by analysing referral traffic from our third parties that provide the commercial services. We only do this where we have your consent, if you would prefer not to be part of this you can opt out at any time on the Heathrow App via settings.

You are always in control of how we use your personal data.  If you don't want to receive marketing communications from us, you can change your preferences at any time by contacting privacy@heathrow.com. Alternatively, you can manage or update your preferences on the app at any time.

Your information will be stored and managed by the following recipients in order to deliver the Heathrow App:

• Heathrow Staff delivering the Heathrow App Service
• Suppliers of technical services delivering the technical administration of the Commercial Services, including (a) third-party IT systems who manage our IT platforms, website and Heathrow App and (b) IT providers who supply Heathrow with CCTV/APNR technology (c) our trusted Wi-fi providers who deliver the Heathrow Wi-Fi service (d) our third-party customer service center if you submit any queries to us

Your information in relation to the commercial services and marketing consents will be retained for a period of three years from the date of your last interaction. Please note, the Heathrow App does not store any location data.

Your information will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.

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

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

• Be informed as to how your data is being processed;
• 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;
• Where applicable, you have rights in relation to data portability; and
• Where applicable, you have rights in relation to automated decision making.

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

From time to time, we may process personal data from EU residents. Whenever applicable, we have appointed an EU Representative to ensure that we continuously process your personal data in compliance with applicable laws and without undermining your statutory rights.

You can contact our EU Representative at HeathrowEURepresentative@eversheds-sutherland.com and write EU Representative as subject matter.

You may also contact our EU Representative per post at:

Eversheds Sutherland Netherlands B.V.
 Attn. EU Representative Heathrow Airport
 Fascinatio Boulevard 212
 Floor 2A
 3065 WB Rotterdam

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.

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. 

Alternatively, you can set your browser to restrict, block or delete cookies from Heathrow and our third-party advertisers, or any other website. 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 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.

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. To find out more about cookies, visit www.aboutcookies.org.