At National Express we are committed to keeping your personal information safe and secure.
When you use National Express, including visiting our website, you trust us with your personal information and we will collect and store that securely. We need to collect your personal information for a number of different reasons including our statutory functions and to be able to provide you with the full range of National Express services.
To find out more about cookies and how we use them across our websites and social channels, please see our cookie notice.
Our Customer and Passenger privacy notice explains exactly what we collect and how we use it, including your rights under the new Data Protection law changes that come into effect on 25 May 2018.
This privacy notice applies to you if you are or were:
In addition, we may process and store your personal data if you have made a booking through a third party agent.
We take your privacy very seriously and are committed to abiding by the Data Protection Law which protect your privacy.
This privacy notice may change from time to time and the most up-to-date version will always be available on our website. It is your responsibility to read this privacy notice and check our website for the current version.
For the purposes of this privacy notice, we shall mean the relevant National Express Group plc company established in the United Kingdom that sells or provides you with passenger transport services is the controller of your personal data:
|National Express group company||Trading as||Controller in relation to passenger transport services|
|National Express Limited||National Express||Provides network coach services within the UK and to European destinations|
|E. Clarke & Son (Coaches) Limited||Clarkes of London||Provides private coach hire|
|Tayside Public Transport Company Limited||Xplore Dundee||Provides bus services in and around Dundee|
|The Kings Ferry Limited||Kings Ferry, Kings Ferry Connections and Coach Hire Connections||Provides private coach or bus hire and certain commuter coach services in and around the South East of England|
|West Midlands Travel Limited||National Express West Midlands||Provides bus services in and around the West Midlands and the Black Country|
The controller’s representative for the purposes of this privacy notice is the National Express UK Data Protection Officer, who can be contacted using the contact details provided at the end of this notice.
We collect the following types of personal data about you:
In addition, each time you visit our website or use our apps we may automatically collect the following information:
We collect your personal data in a variety of ways, including:
We may also receive your personal data if you use any of the other websites operated by other National Express Group companies or from third parties, such as companies that market and sell our products and/or services on our behalf or from any person who has bought our products and services for you or contacted us on your behalf.
We use your personal data for the following purposes and described below the legal basis on which we process your personal data:
Where we process your personal data on the basis of your consent, you may withdraw that consent at any time.
Where you have provided consent for us to send you marketing communications, you may withdraw that consent at any time, either by updating your marketing preferences in your account with us (if you have one), by clicking on the “unsubscribe” link in any marketing communications we send you or by contacting us at firstname.lastname@example.org
We have no legal obligation to collect personal data about you, but we need to collect some personal data in order to provide you with our products and services, collect payment for such products and services and deal with any questions or complaints you have about them.
You have no legal obligation to provide your personal data to us, but we may not be able to provide you with our products and services or deal with your questions or complaints if you do not provide us with your personal data.
We may share your personal data with:
other National Express Group companies;
our suppliers, sub-contractors, business partners and our brand ambassadors who help us to provide our products and services to you;
other business partners in connection with the provision of their products and services to you;
our legal and professional advisors;
government bodies and regulatory authorities, including the Driver and Vehicle Standards Agency, the Police and other crime prevention and detection agencies, the UK Border Agency and other immigration authorities and the UK Information Commissioner’s Office;
the Traffic Commissioners, the courts and other dispute resolution arbitrators and mediators, other parties to legal proceedings and passenger transport watchdogs;
analytics and search engine providers that assist us in the improvement and optimisation of our websites; and
other companies that take on any part of our business as a result of a restructure, merger or transfer of that part of our business.
Where we share your personal data with business partners for the purpose of them providing products and services to you, it may be essential to do this to fulfil a contract with you. In other cases, we do this only with your consent, generally where you have selected the relevant preferences in your account with us (if you have one). Where this applies, the relevant business partner is the controller of your personal data that we provide to them and their privacy notices or policies apply to how they handle your personal data. We do not accept any responsibility or liability for such third parties or their handling of your personal data. Please check the relevant third party’s privacy notice before you submit any personal data to them.
In addition, if you follow a link to any of the websites of advertisers and affiliates on our websites, these third party websites may have their own privacy notices or policies. We do not accept any responsibility or liability for these notices or policies or the third parties’ handling of your personal data. Please check the relevant third party’s privacy notice before you submit any personal data to them.
There may be occasions where it is necessary for us to transfer your personal data to a country outside of the European Economic Area (“EEA”). It is possible that the country concerned may not be deemed to provide a similar level of protection for individuals’ rights in relation to their personal data as in the EEA.
Where we transfer your personal data to other National Express Group companies and/or third parties who process your personal data on our behalf in countries outside the EEA that are not deemed to provide a similar level of protection for individuals’ rights in relation to their personal data as in the EEA, we have entered into appropriate contracts with those National Express Group companies and/or third parties based on the standard contractual clauses approved by the European Commission, a copy of which can be found here.
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including satisfying any legal, accounting or reporting requirements in respect of our relationship with you.
Where we process your personal data to fulfil:
Where we process your personal data based on:
We may also retain your personal data for longer if we cannot delete it for legal, regulatory or technical reasons.
You have a number of rights under the Data Protection Law in relation to your personal data. These include the right, subject to exceptions, to:
You also have the right in some circumstances to receive a copy of your personal data in a portable format. This right is limited to personal data you have provided to us and is processed on the basis of your contract with us and/or your consent. It does not cover personal data that we process on other grounds.
If you wish to exercise any of these rights and/or request a portable copy of the data that you have provided and is processed on these bases, please contact the National Express UK Data Protection Officer.
If you have any questions or complaints about how we process your personal data, or otherwise about the matters set out in this privacy notice, please contact the National Express UK Data Protection Officer at:
You also have the right to complain at any time to the UK Information Commissioner's Office about how we use your personal data and can contact them on their helpline: 0303 123 1113 or website.
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