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 a customer of any of the National Express group companies established in the UK referred to below and/or if you are or were a passenger on any of the passenger transport services arranged or provided by those National Express group companies.
This privacy notice, together with our cookies policy, explains what personal data we collect about you and what we do with it. It also explains your rights in respect of your personal data and it informs you what to do if you have any questions or complaints about our use of your personal data.
We take your privacy seriously and are committed to abiding by the relevant data protection laws 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.
The National Express group company established in the United Kingdom that sells or provides you with passenger transport services is the controller of your personal data that is or was processed for the purposes explained in this privacy notice.
This will be that one of the following named National Express UK group companies for the passenger transport services set out opposite its name:
|National Express group company||Data controller in relation to passenger transport services|
|National Express Limited||National Express network coach services within the UK and to European destinations|
|The Kings Ferry Limited||Kings Ferry private coach or bus hire and certain commuter coach services in and around the South East of England|
|E. Clarke & Son (Coaches) Limited||Clarkes of London private coach hire|
|West Midlands Travel Limited||National Express West Midlands bus services in and around the West Midlands and the Black Country|
|Tayside Public Transport Company Limited||Xplore Dundee bus services in and around Dundee|
The data 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 set out at the end of this notice.
We collect the following types of personal data about you:
In addition, each time you visit our website we may automatically collect the following information:
Please see our cookies policy which is available on our website for more information in this regard.
We collect this personal data about in a variety of ways, including:
We may also receive information about you if you use any of the other websites operated by other National Express group companies or we may receive information about you from third parties, such as companies that market and sell our products and 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 reasons and, where those reasons are our legitimate interest, we inform you about what that legitimate interest is:
|What we use your information for||Our reasons||Our legitimate interest|
Where we process any of your personal data on the basis of your consent you may withdraw that consent at any time.
Where you have consented to us sending 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 email@example.com.
We have no legal obligation to collect personal data about you but we need to collect some personal data about you in order to provide our products and services to you and to collect payment for these and to 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 our products and services to you or deal with your questions or complaints if you do not provide us with the information needed for this.
We may share your personal data with:
Where we share your information with business partners for the purpose of them providing their 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 business partners are data controllers 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 these third parties or their handling of your personal data.
In addition, if you follow a link to any of the websites of advertisers and affiliates that are on our websites, these third party websites may have their own privacy notices or policies, and we do not accept any responsibility or liability for these notices or policies or the third parties’ handling of your personal data. Please check these notices or policies before you submit any personal data to these websites.
There may be occasions where it is necessary for us to transfer the personal data we collect about you 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 companies and third parties based on the standard contractual clauses approved by the European Commission, a copy of which can be found here, such that your personal data should be afforded the same level of protection as when it is processed in the EEA.
Where we process your personal data to fulfil a legal obligation, we will process such personal data for so long as necessary to fulfil that obligation.
Where we process your personal data to fulfil a contract with you, we will process such personal data until we fulfil that contract and for so long thereafter as may be necessary to keep a record of that contract, which will typically be for six (6) years, and to deal with any complaints or claims relating to that contract, which will be until the final resolution of such complaints or claims (having regard to the nature of any potential claims and the limitation of liability periods that apply to them).
Where we process your personal data based on our legitimate interest, we will process such personal data for so long as necessary to achieve that legitimate interest, which will typically be for six (6) years after we collect your personal data or the last time we use your personal data (or longer in relation to any legal claims that might arise having regard to the nature of any potential claims and the limitation of liability periods that apply to them).
Where we process your personal data on the basis of your consent, for example to send you marketing information, we will process such personal data until you withdraw that consent. Please bear in mind that it may take a short time to process any withdrawal of your consent. We aim to do this within 48 hours of receipt of your request, although you may still receive emails that are already in process around the time of your withdrawal.
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 in relation to your personal data. These include the right, subject to exceptions, to:
Please contact the National Express UK Data Protection Officer if you wish to exercise any of these rights.
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 that you have provided to us and is processed on the basis of your contract with us or your consent. It does not cover personal data that we process on other grounds.
Please contact the National Express UK Data Protection Officer to request a portable copy of the data that you have provided and is processed on these bases.
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, you should contact the National Express UK Data Protection Officer at:
You also have the right to complain to the UK Information Commissioner's Office about how we use your personal data. You can do this by contacting them on their helpline: 0303 123 1113.
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