Privacy Policy
1. Important notice
This privacy policy sets out how Air express Luton uses and protects any information that you give
Air express Luton when you use this website, our call centre or other channels by which we received
your data. Air express Luton is committed to ensuring that your privacy is protected. Should we ask
you to provide certain information by which you can be identified when using this website, and then
you can be assured that it will only be used in accordance with this privacy statement?
We take your privacy seriously and use your personal data as further explained in this Privacy Policy.
We are the “controller” of the personal data you provide to us.
You have the right to object to us processing your personal data for our legitimate business interests
or for direct marketing purposes (including any related profiling). For more information about your
rights and how you can exercise them, please see the section Your rights.
2. Personal Data we may collect and why
Personal data is any information which identifies you personally whether directly (for example, your
name) or indirectly (for example, information about your use of our products and services).
We may collect the following data about you:
Contact details: your name, email address, and telephone number so that we can contact you in
response to an enquiry you make via our Site or in relation to the products and services that we have
from time to time agreed to provide to you;
Correspondence: we collect any additional personal data you may provide to us from time to time if
you contact us by email, letter or telephone, through our Site, by submitting a comment on our Site,
or by any other means;
Transaction details: we or our third-party providers will collect information relating to transactions
you carry out through our Site and for the purposes of fulfilling your orders;
Financial Transaction details: we collect credit / debit card or other payment details (including but
not limited to card number, cardholder name, expiry date). In order to provide travel services.
Special Types of data: we may collect other information about you to ensure we adhere to your
specific or religious dietary needs. Also, awareness of any disability or medical condition you have to
ensure additional support is provided to you where required on your travel with us or our selected
partners.
3. Cookies
What are Cookies?
We collect information about your use of our Site through cookies. Cookies are information that files
stored on your computer, tablet or smartphone that help websites remember who you are and
information about your visit. Cookies can help to display the information on our Site in a way that
matches your interests. Most major websites use cookies.
What cookies are used on this Site?
The cookies we and our business partners use on our Site are broadly grouped into the following
categories:
Essential – Some of the cookies on our Site are essential for us to be able to provide you with a
service you have requested. An example of this could be a cookie used to enable you to log into your
account on our Site or which allows communication between your browser and our Site. Our cookie
preference cookie described in the section “How can I reject or opt out of receiving cookies?” is also
an essential cookie. You may not be able to use our Site without these cookies.
Analytics – We use analytics cookies to helps us understand how users engage with our Site. An
example is counting the number of different people coming to our Site or using a particular feature,
rather than the total number of times the site or feature is used. Without this cookie, if you visited
our Site once each week for three weeks we would count you as three separate users. We would
find it difficult to analyse how well our Site was performing and improve it without these cookies.
User Cookies – We use cookies to improve your experience by remembering your preferences so we
know how you like to use our Site. Examples of this would be remembering you so that you are
served with the same content or to remember you when you come back to our Site.
Communication - to enable our online live chat communication provided by Click4Assistance.
Information about the types of cookies used by Click4Assistance can be found here -
http://www.click4assistance.co.uk/privacypolicy.aspx
Social Sharing – We use third party cookies to allow you to share content directly on the social
networking/sharing sites like Facebook, Twitter or Google+. Examples would be if you wanted to
“like” or “tweet” about us or our products or services. Please see our “Third Party Cookies” section
below for more details.
b. How can I reject or opt out of receiving cookies?
You may refuse to accept cookies by activating the setting on your browser which allows you to
refuse the setting of cookies. However, if you select this setting, you may be unable to access certain
parts of our Site. Unless you have adjusted your browser setting so that it will refuse cookies, our
system will issue cookies when you use our Site. The “Help” menu of the toolbar on most browsers
will tell you how to prevent your browser from accepting new cookies, how to have the browser
notify you when you receive a new cookie, or how to disable cookies altogether.
For more information about cookies and how to stop cookies being installed or how to delete
existing cookies from your hard drive visit the following website: http://www.allaboutcookies.org.
c. Third party cookies
Some of the cookies described in the "What Cookies are used on our Site" section above are stored
on your machine by third parties when you use our Site. Third parties may also read cookies on your
browser to collect information or to serve content or advertisements to you. We have no control
over these cookies or how the third parties use them. They are used to allow that third party to
provide a service to us, for example analytics. For more information on these cookies and how to
disable them, please see:
Internet Advertising Bureau website at http://www.youronlinechoices.com/ where you will be able
to opt-out of receiving Interest-Based Advertising cookies from some of the third parties listed
below; and/or
If you want to know more about how cookies work and how to manage or delete them, visit the
World Wide Web Consortium's website.
4. How we use your personal data
We use your personal data for the following purposes:
To provide you with the products and services you have requested
We use your personal data to accept you as a new or returning customer to provide you with the
products and services you have requested in accordance with the Terms and Conditions of business.
To send you service communications, including in relation to changes to our Terms and Conditions of
Business
We use the contact details you have provided to us so that we can communicate with you about the
products and services that we provide, including to let you know about major changes to those
products and services or to the Terms and Conditions between us or to any related information.
Direct marketing (including by third parties)
If you have provided your consent or we otherwise have the right to do so, we may use your contact
details to send you direct marketing and keep you informed of promotional offers by email, SMS,
post or telephone relating to our products and services.
You can unsubscribe from our direct marketing at any time by clicking the “Unsubscribe” link in any
of our emails or by contacting us.
Our trusted business partners would also like to use your name, email address, postal address and
telephone number to inform you of similar products, services and promotional offers. We will only
share your personal data with our partners where you have provided us with your consent to do so.
You can unsubscribe at any time by clicking the “Unsubscribe” link in any of their emails or by
contacting us.
To track your usage of our website, communications, products and services
We use cookies and similar technologies to track your activity on our Site so that we can provide
important features and functionality on our Site, monitor its usage, and provide you with a more
personalised experienced.
To provide and improve customer support
We use your personal data to be able to provide and improve the customer support we provide to
you (for example, where you have questions about our products and services). We also, record our
calls for your and our safety and security and to improve our service to you.
To maintain our records and improve data accuracy
Like any business, we process personal data in the course of maintaining and administering our
internal records. This includes processing your personal data to ensure that the information we hold
about you is kept up to date and accurate.
To respond to enquiries, complaints and disputes
We use the personal data we hold about you to help us respond to any enquiries or complaints you
have made, or deal with any dispute which may arise in the course of us providing our products and
services to you, in the most effective manner.
To investigate, detect and prevent fraud and comply with our legal obligations
In certain circumstances, we use your personal data only to the extent required in order to enable us
to comply with our legal obligations, including for fraud detection, investigation and prevention
purposes. This may require us to provide your personal data to law enforcement agencies if they
request it.
5. Legal grounds for processing
Data protection law requires us to only process your personal data if we satisfy one or more legal
grounds. These are set out in data protection law and we rely on a number of different grounds for
the processing we carry out. These are as follows:
Consent
In certain circumstances, we process your personal data after obtaining your consent to do so for
the purposes of:
sending you marketing communications about our products and services;
conducting marketing research.
Necessary for the performance of a contract and to comply with our legal obligations
It is necessary for us to process your basic contact details, payment details and information about
the business you represent for the performance of the Terms and Conditions of business between
us. In particular, we rely on this legal ground to:
provide you with the products;
communicate with you about the products and services that we provide to you, including to let you
know about major changes to those products and services or to the Terms and Conditions of
business between us or to any related information;
provide and improve customer support; and
notify you about changes to our service
If you choose not to give some or all of the aforementioned information to us, this may affect our
ability to provide our products and services to you.
In certain circumstances, we also use your personal data only to the extent required in order to
enable us to comply with our legal obligations, including detecting, investigating and preventing
fraud.
Necessary for the purposes of our legitimate business interests or those of a third party
It is sometimes necessary to collect and use your personal data for the purposes of our legitimate
interests as a business, which are to:
provide you with products and services that are as useful and beneficial as possible, including by
personalising our contact with you and making sure we tell you about all the offers that are relevant
to you;
better understand our customer base so that we can improve our products and services and
marketing activities (which could also benefit you);
comply with our contractual obligations to third parties;
develop and improve our Site to enhance the customer experience;
train our staff so that we can provide you with a better customer service;
respond to any enquiries or complaints you have made, or deal with any dispute which may arise in
the course of us providing our products and services to you; and
to ensure that content from our Site is presented in the most effective manner for you and for your
computer;
ensure effective operational management and internal administration of our business, document
retention, compliance with regulatory guidance and exercise or defence of legal claims.
Where we think there is a risk that one of your interests or fundamental rights and freedoms may
be affected we will not process your personal data unless there is another legal ground for us to do
so (either that we have obtained your consent to the processing or it is necessary for us to perform
our contract with you or to comply with our legal obligations).
6. Who we share your personal data with
We may provide your personal data to our suppliers and service providers, including other
companies in our group, who provide certain travel or business services for us and act as
“processors” of your personal data on our behalf. In addition, we may disclose your personal data if
we are under a duty to disclose or share your personal data in order to comply with any legal
obligation, or in order to protect the rights, property, or safety, of our business, our customers or
others. This includes, in specific cases, exchanging information with other organisations for the
purposes of fraud protection.
In some cases, the personal data we collect from you may, for the purposes set out above, be
transferred outside the European Economic Area (EEA) and such destinations may not have laws
which protect your personal data to the same extent as in the EEA. We are required by data
protection law to ensure that where we or our “processors” transfer your personal data outside of
the EEA, it is treated securely and is protected against unauthorised access, loss or destruction,
unlawful processing and any processing which is inconsistent with the purposes set out in this
Privacy Policy.
7. How long we keep your personal data for
We retain your personal data for no longer than is necessary for the purposes(s) for which it was
provided. What this means in practice will vary between different types of data. When determining
the relevant retention periods, we take into account factors including:
legal obligation(s) under applicable law to retain data for a certain period of time;
statute of limitations under applicable law;
potential or actual disputes; and
guidelines issued by relevant data protection authorities.
Otherwise, we securely erase your personal data from our systems when it is no longer needed.
8. Your rights
You have the following rights regarding your personal data:
Rights
What does this mean?
1. Rights to be informed
You have the right to be provided with clear, transparent and easily understandable information
about how we use your personal data and your rights. This is why we are providing you with the
information in this Privacy Policy.
2. Right of access
You have the right to obtain access to your personal data (if we are processing it) and certain other
information (similar to that provided in this Privacy Policy). This is so you are aware and can check
that we are using your personal data in accordance with data protection law.
3. Right to rectification
You are entitled to have your personal data corrected if it is inaccurate or incomplete.
4. Right to erasure
This is also known as ‘the right to be forgotten’ and, in simple terms, enable you to request the
deletion or removal of your personal data where there is no compelling reason for us to keep using
it. This is not a general right to erasure; there are exceptions.
5. Right to restrict processing
You have the right to ‘block’ or supress further use of your personal data in certain circumstances.
When processing is restricted, we can still store your personal data, but may not use it further.
6. Right of data portability
You have the right to obtain and reuse your personal data in a structured, commonly used and
machine-readable format in certain circumstances. In addition, where certain conditions apply, you
have the right to have such information transferred directly to a third party.
7. Right to object to processing
You have the right to object to us processing your personal data for our legitimate business interests
or for direct marketing purposes (including in each case any related profiling).
8. Right to withdraw consent to processing
If you have given your consent to us to process your personal data for a particular purpose (for
example, direct marketing), you have the right to withdraw your consent at any time (although if you
do so, it does not mean that any processing of your personal data up to that point is unlawful).
9. Right to make a complaint to the data protection authorities
You have the right to make a complaint to the Information Commissioner’s Office (ICO) if you are
unhappy with how we have handled your personal data or believe our processing of your personal
data does not comply with data protection law.
9. How to contact us
If you would like to exercise your data protection rights or if you are unhappy with how we have
handled your personal data, please feel free to contact our Nominated Person for Data Protection
on 01582 616064, or via the ‘Contact Us’ section of our website.
If you’re not satisfied with our response to any enquiries or complaint or believe our processing of
your personal data does not comply with data protection law, you can make a complaint to the
Information Commissioner’s Office (ICO) by:
writing to: Information Commissioner’s Officer, Wycliffe House, Water Lane, Wilmslow, Cheshire,
SK9 5AF;
calling: 0303 123 1113; or
submitting a message through the ICO’s website at: https://ico.org.uk/concerns/
10. Links to other websites
Our website may contain hyperlinks to websites owned and operated by third parties. This Privacy
Policy does not apply to those other websites. We encourage you to read the privacy statements on
the other websites you visit, as they will govern the use of any personal data you provide when
visiting those websites. We do not accept any responsibility or liability for the privacy practices of
such third-party websites and your use of such websites is at your own risk.
11. Changes to this Privacy Policy
This Privacy Policy was last updated on 31 May 2018.
Air express Luton may change this policy from time to time by updating this page. You should check
this page from time to time to ensure that you are happy with any changes.