Privacy Notice

Abellio East Anglia Limited “AEA” is committed to protecting and respecting your privacy when you use our services.

This Privacy Notice explains:

  • What personal data we collect from you when you use our website, apps, visit our stations, contact us, use our services, or Wi-Fi;
  • How we will collect and use that information;
  • How we keep information secure; and
  • How you can contact us if you wish to exercise any of your rights in relation to the information or make a complaint.

Abellio East Anglia is a reputable train operator which commutes customers around the United Kingdom. Our aim is to provide customers with excellent services.

We are committed to applying appropriate security measures to keep your information safe and secure. At Abellio East Anglia, we use the information you provide for legitimate business purposes only.

This privacy notice applies to personal data we collect about you through our website (, by telephone, in person (for example in stations and on board), through our apps and when you communicate with us. This privacy notice may change often and when it does, the updated version will always be available on our website. We will also inform you about any important changes to our privacy notice.

For the purposes of the General Data Protection Regulation, the data controller is:

Abellio East Anglia Ltd

11th Floor

One Stratford Place

Montfitchet Road


E20 1 EJ

If you have any questions about how we handle your personal information, please contact us at [email protected]

We may collect, use, store and transfer various kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes first name, surname, username or similar identifier, title, date of birth, gender, and CCTV footage.
  • Contact Data includes billing address, delivery address, postcode, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details as to your journeys, details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, any interests communicated to us to enable the personalisation of services, travel preferences, feedback, and survey responses.
  • Usage Data includes information about how you use the Website, products, and services.
  • Health Data includes information relating to your mobility and disability status to enable us to provide assisted travel and ensure that you receive the correct pricing and any information detailed within any accident reports that relates to personal injury or receipt of medical attention.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
  • When you apply to our Secure Cycle Compound Plus which is optional. To use this service, we will collect your full name, address, telephone number and email address. This is solely for us to provide you with this service.
  • Occasionally, GA will carry out photo shoots on our trains and stations which may include images of customers. However, before we do that, we would inform customers on the day at our stations. We use these photos for publicity purposes only.

We collect, where necessary, Special Category Data which includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not seek to collect or otherwise process your Special Category Data, except where:

  • we have obtained your explicit consent prior to processing your Special Category Data (e.g., you consent to us processing your Health Data to provide travel assistance services to you).
  • the processing is necessary for compliance with a legal obligation.
  • the processing is necessary for the detection or prevention of crime (including the prevention of fraud) to the extent permitted by applicable law.
  • you have manifestly made those Special Category Data public.
  • the processing is necessary for the establishment, exercise, or defence of legal rights; or
  • processing is necessary for reasons of substantial public interest and occurs based on an applicable law that is proportionate to the aim pursued and provides for suitable and specific measures to safeguard your fundamental rights and interests.

We process your personal data based on our legitimate interests to provide our services to you in an efficient and secure manner.

We have set out below a list of all the ways we may use your personal data and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are, where appropriate.

In some cases, we may use more than one legal basis for processing your personal data; this will depend on the specific purpose for which we are using your personal data. If you have any queries about the specific legal basis that we rely on for processing your personal data, please email [email protected] .

What we use your personal data for (purpose) Type of data Legal basis for processing (including basis of legitimate interest) Type of data Legal basis for processing (including basis of legitimate interest)
To register you as a new customer
  • Identity
  • Contact

Contract Performance

To carry out our obligations arising from any contracts entered between you and us including:
  • managing payments, paying refunds or compensation, fees, and charges
  • collecting and recovering money owed to us
  • running fraud checks if we have reasonable suspicions
  • provide you with necessary information, products, and services that you request from us including, but not limited to, contacting you about your journey
  • Identity
  • Contact
  • Financial
  • Transaction
  • Health
  • Marketing and Communications
  • Contract Performance
  • Necessary for our legitimate interests (to recover debts due to us, to pay refunds or compensation owed to you and to prevent us facilitating fraud)
To respond to your enquiries or to process your requests in relation to your information
  • Identity
  • Contact
Contract Performance
To maintain a suppression list should you opt-out of receiving communications


Necessary for our legitimate interests (to ensure that we are not at risk of breaching data protection laws by communicating with you where you have asked us not to).
To manage our relationship with you which will include:
  • notifying you about changes to our website, services, terms, or privacy notice
  • asking you to leave a review, take a survey or participate in market research
  • Identity
  • Contact
  • Profile
  • Marketing Communications
  • Performance of a contract with you
  • Necessary to comply with a legal obligation
  • Necessary for our legitimate interests (to recover debts due to us)
To help provide a safe environment for our employees and customers; to reduce the number of assaults on our employees during revenue enforcement duties; and to improve the quality of evidence available for submission to the authorities.


Necessary for our legitimate interests (to protect employee and customer safety and assist with the verification of claim)

To enable you to partake in a prize draw, competition or complete a survey
  • Identity
  • Contact
  • Profile
  • Usage
  • Marketing and Communication
  • Performance of a contract with you
  • Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
To administer and protect our business and the Website (including training our employees, troubleshooting, data analysis, testing, system maintenance, security audits, support, reporting and hosting of data)
  • Identity
  • Contact
  • Profile
  • Necessary for our legitimate interest (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
  • Necessary to comply with a legal obligation
  • Performance of a contract with you
To conduct health and safety assessments and record keeping, and compliance with related legal obligations
  • Identity
  • Contact
  • Profile
  • Health
  • Necessary for our legitimate interest (in providing a safe and secure environment at our premises)
  • Necessary for compliance with a legal obligation
  • Necessary to protect the vital interests of any individual
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
  • Identity
  • Contact
  • Profile
  • Usage
  • Marketing Communications
  • Technical
Necessary for our legitimate interest (to study how you use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve the Website, products/services, marketing, customer relationships and experiences
  • Technical
  • Usage
Necessary for our legitimate interests (to define types of customers for our products and services, to keep the Website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that we feel may interest you
  • Identity
  • Contact
  • Technical
  • Usage
  • Profile
  • Marketing Communications
Necessary for our legitimate interest (to develop our products/services and grow our business)
To establish, exercise and defend our legal rights
  • Identity
  • Contact
  • Financial
  • Transactional
  • Technical
  • Profile
  • Usage
  • Health
  • Marketing Communications
  • Necessary for compliance with a legal obligation
  • Necessary for our legitimate interest (for the purpose of establishing, exercising, or defending our legal rights)

We will only share or disclose your information as set out in this notice and in accordance with data protection laws. We will not share your personal data without your consent unless when required to do so by law.

Where and when appropriate, we will share your personal data with you, your family, your associate, and your representatives.

Personal data will be, when required, disclosed to the British Transport Police or any other law enforcement agency or court to the extent necessary for the following purposes: preventing, investigating, detecting, and prosecuting criminal offences and preventing threats to public security in accordance with applicable law or validating a claim.

We share or disclose information for the following reasons:

  • To suppliers, data processors and business partners for the purpose of performance of contract with you or them
  • Where we share data across our Group Companies, this is only in accordance with a written data sharing agreement;
  • To operate interoperable services - this includes the use of some shared systems and processors, by the rail industry generally and overseen by the Rail Delivery Group;
  • To respond to your complaints or administer requests you have made, either to us or another regulatory body such as the Department for Transport; Passenger Focus, London Travelwatch, the Rail Complaints Ombudsman, or other Train Operating Companies (TOCs);
  • To process payment card transactions;
  • To protect our legitimate business interests, as outlined above;
  • Where required because of the sale, merger, or acquisition of business assets.
  • If you have consented to receive information for competition, promotion, survey, or research purposes, we may share your contact details with a limited number of parties, but only for the reasons you have agreed to in the terms and conditions of the purpose; and
  • Where you have consented, to share with other members of the Abellio Group UK (“Abellio”), of which we are a member, where Abellio has any services, promotions and offers which we feel may interest you.

This website uses cookies. Cookies are text files containing tiny amounts of information that are downloaded to your personal computer, mobile or other device when you visit a website. For more information, please see our Cookie Notice.

Personal details we hold

When you buy a season ticket valid for one month or more, we keep a record of this in our secured database. We keep the following details:

  • Name, address, and photo card number;
  • Phone number, email, and date of birth if you provide them;
  • The origin, destination and start and end date of season tickets you have purchased, along with any duplicate, replacement, or refund of these; and
  • The method of payment used, but not any payment card details.

Why we retain your information

We retain your information to allow us to contact you e.g. if you lose your season ticket and to aid the renewal process once your season ticket is close to expiring.

Length of time records are kept

Records of ticket purchases are retained for a period of seven years.

Personal details we hold

We collect a range of personal detail during revenue protection activity. This includes name, address, proof of ID, journey details, payment details, personal descriptions, and other information you provide to support an appeal or for us to issue fines.

How we use your personal data

We only use this information for the administration of the Penalty Fares scheme, collection of unpaid fares, fraud prevention and the prosecution of travel offences.

Why we retain your information

We retain your information to undertake analysis to identify any patterns in the data and to minimise future fraudulent activities.

Length of time records are kept

Records are kept for a minimum of 12 months and where required, for example during a fraud investigation, we would keep information indefinitely for litigation issues.

Sharing data with third parties

To carry out other revenue protection duties, we will share your information with:

  • British Transport Police for prevention and detection of crime.
  • ITAL if you appeal a Penalty Notice issued to you.
  • Passenger Focus if you have asked them to act on your behalf under a complaint handling procedure.
  • We also share information with other TOCs for fraud prevention. We will only do this where there is a formal data sharing agreement in place, or where an ad hoc request is received this will be dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with data protection laws.

Collection of data at station gate lines

GA collects data from customers at station gate lines. The data collected is the ticket number of the ticket presented and will then be matched against the season ticket database.

The data is collected to counter fraudulent behaviour from customers regarding ticketless travel.

We collect your information and comments when you contact us by letter, email, web form, phone, or social media.

Personal details we hold

We may hold your name, address, date of birth, email address, phone number, social media name, ticket details, photocard image, our correspondence with you, the compensation claims you have made, and payment made by us, proof of journey or other supporting information you provide.

To ensure that we have an accurate record of dealings between us (and for training purposes) we, in certain circumstances, record or monitor telephone calls. However, you will always be told when this happens.

How we use your personal data

This information is used for administration of correspondence or processing claims you have made, such as delay repay as well as for fraud prevention purposes. We also use it to respond to complaints.

Why we retain your information

We retain your information to ensure that all claims are processed properly, to undertake analysis to minimise potential fraud and identify themes and patterns in the data.

Length of time records are kept

Records are kept for a minimum of seven years for analysis and to identify themes and patterns.

Sharing data with third parties

We are required to provide details of your complaint to another TOC (Train Operating Companies) if it relates to their services instead of ours. We share your correspondence with Passenger Focus or London Travel Watch or the Ombudsman if you have asked them to act on your behalf under a complaint handling procedure.

We may also share information with other TOCs for the purpose of fraud prevention. We will only do this where there is a formal data sharing agreement in place, or where an ad hoc request is received this will be dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with data protection laws.

On our stations, we maintain Customer Help and Assistance Points. Depending on the service requested these are linked directly to our Control Centre or to National Rail Enquiries.

Calls for Information or Assistance made to National Rail Enquiries are recorded and monitored, but no advance notice is given as this could result in a delay in the provision of assistance.

When using our station or train Wi-Fi service we collect device MAC addresses, timestamps and accounting which is stored for a limited amount of time to authenticate devices to the Wi-Fi service. This data will be retained for a period of 14 days after such time it will be deleted automatically.

To gain employment your data will be processed by Greater Anglia for but not limited to assessments, interviews, medical and reference checks.

The data is retained on the following basis:

Unsuccessful candidates – 6 months

Successful candidates – 7 years after leaving employment

The information that we collect from you will mostly be stored in the United Kingdom and European Economic Area (“EEA”). However, certain information we collect from you may be transferred to, and stored at, a destination outside the United Kingdom (UK). When we transfer and store your personal data outside of the UK, we will ensure that it is protected by using appropriate safeguards as further detailed below.

Where your personal data is transferred from the UK to a recipient outside the UK in a country not recognised by the United Kingdom as providing an adequate level of protection for personal data, such transfer shall be covered by a framework recognised by the relevant authorities or courts as providing an adequate level of protection for personal data including but not limited to:

View Standard Contractual Clauses the agreement in the form annexed to the European Commission's decision of 5 February 2010 on Standard Contractual Clauses for the transfer of personal data to processors established in third countries.

We use a range of appropriate technical and organisational measures to safeguard access to and use of, your personal information and to ensure it retains its confidentiality, integrity, and availability. These include structured access controls to systems, network protection, intrusion detection, physical access controls and staff training. We also consider anonymising or pseudonymising personal data where practical.

Under certain circumstances, you have rights under data protection laws in relation to your personal data. If you wish to exercise any of the rights set out below, please contact us using the details below. A summary of the rights you have is set out below:

  • be informed about the processing of your personal data (i.e. for what purposes, what types, to what recipients it is disclosed, storage periods,
  • request access to or a copy of any personal data we hold about you;
  • request the rectification of your personal data, if you consider that it is inaccurate;
  • request the erasure of your personal data, you may have the right in some circumstances to ask for some of your personal data to be deleted, for example when there is no longer a valid reason to process it. This is not an absolute right to have any personal data deleted that you wish.
  • object to your personal data being processed for a particular purpose or to request that we stop using your data;
  • request not to be subject to a decision based on automated processing and to have safeguards put in place if you are being profiled based on your personal data;
  • ask us to transfer a copy of your personal data to you or to another service provider or third party where technically feasible.

If you would like to exercise any of these rights or require any further information, please contact [email protected]

Alternatively, if you would like to make a request for your personal information, please complete this online form.

To prevent marketing to you, you have the right to ask us not to process your personal information for marketing purposes. We will usually inform you before collecting your information if we intend to use or disclose it for such purposes. If you do not want us to use your information for marketing purposes either:

  • if you have an account with us, by logging in and changing your contact preferences;
  • click the unsubscribe link on direct marketing emails; or
  • contact us.

If you wish to lodge a complaint about how we process your information, please contact:

  • our Data Protection Officer; or
  • the ICO Head office:

Information Commissioner's Office

Wycliffe House

Water Lane




Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number

Fax: 01625 524 510

When processing children's data, we obtain parental consent to the processing of children who are under the age of 16. We rely on this legal basis for processing these data. Only registered parents can make these purchases on behalf of their children.

The AEA business sells scholar tickets (discounted season tickets) to allow children to travel to certain schools. The details taken are the child’s name, school (to ensure that school is within the AEA network) and photocard number. The payment and invoice address details are provided by the parents when the ticket is ordered.

NCP in conjunction with AEA operates car parks at AEA stations. Season ticket passes are available to customers and employees of AEA, in such cases, the customer/employee will need to supply their name, address and car registration numbers to ensure that they are not charged for using the car park.

AEA process safety forms and potential claims where a customer or employee has had an accident/or reported an accident while at a station or travelling on one of our trains. The data taken is the name, address, and data of birth of the customer or employee concerned. To help with litigation, claims and as required by industry standards, we would hold keep safety information indefinitely.

For customers, claim data will be sent to our third-party claims handler to manage claims and will be held for a minimum of ten years except for claims involving minors and those lacking legal capacity. For employees, the data will be held indefinitely to manage any future claims that the employee could raise later.

Privacy Notice Update

We revise this Privacy Notice frequently. The most current version of this policy will govern our use of your information and will always be on this website. By continuing to access or use the service after those changes become effective, you agree to be bound by the revised Privacy Notice.

This Policy was last updated in Janaury 2024.