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Privacy policy
This policy explains what personal information Airport Transfers Service collects when you use our website, book a journey or contact us, how we use it, who we share it with and the rights you have under UK data protection law.
1. Who we are
- 1.1 Airport Transfers Service ("we", "us", "our"), 142 Chapel Lane, High Wycombe, Buckinghamshire HP12 4BY, is the controller of the personal information described in this policy.
- 1.2 If you have any questions about this policy or how we handle your information, email bookings@airporttransfers-service.com, call 0330 113 2910, or write to us at the address above.
- 1.3 We handle personal information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
2. Information we collect
We collect only what we need to provide and manage your journey:
| Type of information | Examples | Where it comes from |
|---|---|---|
| Contact details | Name, mobile number, email address | You, when you book, register or contact us |
| Journey details | Pickup and drop-off addresses, stops, date and time, flight number, passengers, luggage, notes for the driver | You, when you book; someone booking on your behalf; your employer's corporate account |
| Account details | Login email, encrypted password, booking history | You, if you create a passenger or corporate account |
| Payment information | Amount paid, payment reference, last digits of your card | Our payment providers. We never see or store your full card number |
| Business account details | Company name, address, accounts contact, purchase order or cost-centre references | You or your organisation, when applying for or using a corporate account |
| Messages | Enquiries, complaints and their content | You, through our contact form, email or phone |
| Website usage | Pages visited, device and browser type, approximate location, how you arrived at our site | Cookies and analytics tools (see section 9) |
If you book for someone else, please make sure they are happy for you to share their details with us and point them to this policy. Notes you give us, for example about accessibility needs or child seats, are used only to arrange your journey.
3. How we use your information
- To take, confirm and manage your booking, and send you booking confirmations, updates and receipts.
- To pass the journey details your driver needs to carry it out, and let the driver contact you on the day.
- To track your flight so your pickup time can be adjusted.
- To take payment, issue refunds and invoice corporate accounts.
- To run passenger and corporate accounts, including your booking history.
- To answer enquiries, deal with complaints and return lost property.
- To keep the records required by our private hire operator licence and by tax law.
- To protect our drivers, passengers and business, and prevent fraud and misuse of our website.
- To understand how our website is used and improve it.
We do not sell your personal information, and we do not send you marketing emails unless you have agreed to receive them. You can opt out of any marketing at any time.
4. Our lawful bases
| Purpose | Lawful basis under UK GDPR |
|---|---|
| Bookings, journeys, payments, accounts | Contract: to provide the service you asked for |
| Licensing and tax records | Legal obligation |
| Enquiries, complaints, fraud prevention, safety, improving our service | Legitimate interests: running a safe, efficient business, balanced against your rights |
| Analytics cookies and marketing | Consent, which you can withdraw at any time |
6. International transfers
Some of our service providers, such as Google, Microsoft, Stripe and PayPal, may process information outside the UK. Where they do, the transfer is protected by safeguards recognised under UK law. These include adequacy regulations, or the International Data Transfer Agreement or Addendum to the EU standard contractual clauses.
7. How long we keep it
| Information | How long |
|---|---|
| Booking and journey records | As long as our private hire operator licence requires, and up to 6 years for accounting and tax purposes |
| Payment and invoice records | 6 years after the end of the financial year they relate to |
| Passenger and corporate accounts | While the account is open, then deleted or anonymised within 12 months of closure, apart from records we must keep as above |
| Enquiries and complaints | Up to 2 years after the matter is closed |
| Analytics data | Up to 14 months |
8. Keeping it secure
Our website uses an encrypted (HTTPS) connection. Access to booking information is limited to the people who need it, and online payments are handled by our payment providers, so we never hold your full card details. No system is completely secure. If a data breach is likely to put your rights at risk, we will tell you and the Information Commissioner's Office (ICO) as the law requires.
10. Your rights
Under UK data protection law you have the right to:
- access the personal information we hold about you;
- correct information that is wrong or incomplete;
- delete your information where we no longer need it or have no legal reason to keep it;
- restrict or object to how we use it, including objecting to marketing at any time;
- data portability: receive information you gave us in a commonly used format;
- withdraw consent where we rely on it, without affecting earlier use.
To use any of these rights, email bookings@airporttransfers-service.com. We will respond within one month and may need to confirm your identity first. There is normally no charge.
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, or call 0303 123 1113.
11. Children
Our online booking and accounts are for adults aged 18 and over. Children may travel as passengers on a booking made by a parent, guardian or other responsible adult. We use the details provided, such as a child's age for a child seat, only to arrange the journey safely.
12. Changes and contact
We may update this policy from time to time, for example if we change service providers. The latest version will always be on this page, with the date it was last updated. See also our terms and conditions.