Terms and Conditions
Please find below the Terms and Conditions relating to use of the Greater Anglia website and mobile app, in addition to those relating to the use of the trainline-managed booking system used at www.buytickets.greateranglia.co.uk, m.buytickets.greateranglia.co.uk and within the Greater Anglia mobile app.
Abellio East Anglia Limited “AEA” is committed to protecting and respecting your privacy when you use our services.
- What personal data we collect from you when you use our website, apps, visit our stations, contact us, use our services, or WiFi;
- 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.
- Information we may collect from you
- How we use your information
- Sharing or disclosure of your information
- Types of information we collect
- Website visits and purchases
- Ticket office purchases
- Revenue Protection and Penalty Fares
- Customer Relations database
- Station Help and Assistance Information Points
- Station and Train WiFi
- Personal data to aid recruitment for jobs in AEA
- Where we store your personal information
- Information Security
- Your rights
For the purposes of the General Data Protection Regulation Act 2017, the data controller is:Abellio East Anglia Limited
11th Floor One Stratford Place
Our Data Protection Manager (DPM) is:
Contact details are:
Email: [email protected]
Colchester North Station North
Station Road Colchester
Our nominated Group Data Protection Officer (DPO) is:
Sheryl CampbellAbellio UK HQ
36 Renfield St
5th Floor, The Culzean Building
More information about the General Data Protection Regulation and all related and subordinate legislation as amended or re-enacted from time to time can be found on the Information Commissioners website.
The Information Commissioner is our regulator for data protection matters.
INFORMATION WE MAY COLLECT FROM YOU
We may collect and process information about you when you:
- buy tickets;
- travel on our services;
- visit our stations or car parks;
- use our website, apps or Wi-Fi;
- buy a product from us or make a sales enquiry;
- contact customer relations;
- enter a competition; or
- sign up to receive updates or marketing.
- An accident or injury occurs at our stations or on our trains.
- Apply for a job/vacancy at AEA.
We collect information such as your contact details, ticket purchases, stations visited (for example for charging the correct fares on smart cards), payment and refund details. We may require additional details for some services, such as your age for age restricted tickets. This information is generally provided by you.
Sometimes we obtain details from third parties, for example if our Group structure changes or for legitimate business reasons.
HOW WE USE YOUR INFORMATION
We will only use the information you provide as permitted by Data Protection Law (DPL). Our reason(s) for using your data will vary depending on: how you contact us, use our services, the consent you have given, our legitimate interests, or legal obligations we may have. Reasons for use of your data include:
- To provide you with the service - things like carrying out our obligations arising from any contracts - selling tickets, making and taking payments. We mostly rely on the legal ground of contractual performance to process your data, but sometimes the data is also used for our legitimate interests of customer service, health and safety, improving our services and other legal obligations, like providing information to our regulators
- To provide you with details of our services, information about travelling and customer service - this is based on our legitimate interests, to run train and associated services. Sometimes it is part of our contract or our other legal obligations
- To provide you with details of promotions and offers which we feel may interest you; this is based on our legitimate interests to try and sell more train tickets when you have given consent for us to contact you and you have an absolute right to ask us to stop sending marketing emails/SMS
- To run our services and improve them - we believe in investing in our railway services, not just to benefit passengers but also the wider community, environment, and economy. There are lots of activities we do to achieve this, some are administrative and we also do things like monitoring passenger numbers, and popular stations, improving technology to help plan journeys - make money, run our services safely and be a good employer - we call these our legitimate interests. Some of these are also covered in our legal obligations, not just to customers, but under Franchise Contracts, the Department for Transport or Regulators. Some data is also shared to run interoperable services – in the Rail Industry this is overseen by the Rail Delivery Group - this is how you are able to use a ticket on a train and tube for example, or use a rail Discount card.
- For your safety and security.
- For fraud and crime prevention.
- To run competitions
We are part of a Group of Companies and share administrative services and support. Your data may therefore be shared with other Group companies where appropriate. We are also required to pass certain customer data to successor franchisees, Secretary of State or Department for Transport.
Our Legitimate Interests
Running our business and Group businesses, in a safe and socially and environmentally responsible manner, efficiently, to provide sustainable and high quality, locally focused passenger transport services, improve and expand our services, be a leading employer in the transport sector, investing in and developing our staff, operating with financial discipline and reducing crime and fraud to provide shareholder value, provide and improve customer services.
SHARING OR DISCLOSURE OF YOUR INFORMATION
We will only share or disclose your information as set out in this Policy or in accordance with DPL and will obtain your consent where we are required to do so. We will only use third parties to process information where we are satisfied that they comply with these standards and can keep your data secure.
Due to the nature of the services we provide, we process a large range of data, in a manner of ways, across a number of solutions. Accordingly, it was deemed impractical to set out the details of all the third parties that we may share your data with below. You can find out more about the information we collect and how we use, share or disclose it below or by contacting us at [email protected] We may share or disclose information for the following reasons:
- We use data processors to provide or assist with some of our services, for example, the processing of bookings. Where we do so, they must agree to strict contractual terms and to keep your data secure; • 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 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 comply with requests from the British Transport Police under an Information Sharing Protocol, ensuring that any disclosure is lawful;
- To comply with the police or other law enforcement agencies for the purposes of crime prevention or detection, these are dealt with on a case-by-case basis, under a specific Information Sharing Protocol, to ensure that any disclosure is lawful;
- To comply with other legal obligations for example, relating to crime and taxation purposes or regulatory activity;
- To protect our legitimate business interests, as outlined above;
- Where required because of the sale, merger, or acquisition of business assets. As the Railway Industry is run on a system of franchises, we are required to transfer our customer data to a successor franchise, or the Secretary of State, this is so that they can take over and continue the running of the railway service;
- In respect of information provided to us for marketing purposes only (including freely given consent), to the Department for Transport and/or any successor operator of the rail franchise in order that they may contact you for marketing purposes in the event that we cease to operate this rail franchise;
- If you have agreed (via freely given consent) 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. Details of other members of Abellio can be found here.
TYPES OF INFORMATION WE COLLECT
Camera systems we operate
Our CCTV is used to capture, record and monitor images of what takes place at our stations and car parks and on our trains, in real time. In limited circumstances, we use body worn cameras which make audio visual recordings.
Depending on the type of camera, images are recorded on video tape (analogue) or as digital information. Cameras can be fixed or set to scan an area. In some circumstances, they can be operated remotely by controllers.
Why we operate CCTV cameras
We operate CCTV for the following purposes:
- Health and safety of employees, passengers and other members of the public;
- Crowd management; and
- Prevention and detection of crime and anti-social behaviour.
We operate cameras at the stations and car parks we manage and on some of the trains that we run.
We operate cameras at some of the stations and car parks across our network, for a full list of stations and car parks and operators please visit the Greater Anglia website.
Network Rail and other TOCs operate the cameras at some stations that our services stop at. These are shown below:
- London Liverpool Street
- Kings Lynn
- Seven Kings
- Gidea Park
- Harold Wood
- Edmonton Green
- Hackney Downs
We operate CCTV on some of the trains that we run.
Length of time CCTV footage is kept
CCTV footage at stations and on train is generally held for a maximum of 12 months from the time of recording.
Recordings from body worn cameras are generally held for 28 days, unless required for legitimate business reasons.
How to access your CCTV personal data
You can request copies of images or footage of yourself by making a Subject Access Request to [email protected]
Disclosing CCTV/personal data to the police
At our discretion, we may disclose CCTV/personal data in response to valid requests from the police and other statutory law enforcement agencies.
Before we authorise any disclosure, the police have to demonstrate that the CCTV/personal data is necessary to assist them in the prevention or detection of a specific crime, or in the apprehension or prosecution of an offender.
Requests from the police are dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with the DPL.
Sharing CCTV footage with other third parties
Some of our CCTV infrastructure is shared with the British Transport Police, Local Authorities, Network Rail, and Car Park operators under formal data sharing agreement.
In certain agreed circumstances, they may take control of a limited number of cameras and use them for activities such as the prevention and detection of crime and anti-social behaviour, policing major events and crowd control. AEA is not responsible for the CCTV when it is in the control of a third party.
We may also disclose personal data to third parties, if required to by law or it is necessary for a legitimate purpose such as defending or bringing legal action. DPL allows us to do this where the request is supported by:
- evidence of the relevant legislation
- a court order
- satisfactory evidence and assurances of the legitimate interest.
Legitimate interest would include requests such as defending or making a legal claim, such as to insurers following a vehicle collision in a carpark. When we are not required to provide CCTV, we will take into account the circumstances and any potential harm to individuals, we may also charge a fee and seek indemnity for any use beyond which it is requested.
External guidelines and best practice
AEA operates its CCTV systems in compliance with the CCTV Code of Practice issued by the Information Commissioner’s Office (ICO) in 2017. The Code describes best practice standards which should be followed by organisations operating devices which view or record images of individuals. It also covers other information derived from those images that relates to individuals (for example vehicle registration marks).
WEBSITE VISITS AND PURCHASES
This section shows the information we collect when you use our website. Before providing us with your details, please read the following important information regarding:
- Collection of visitor information;
- Cookies; and
- Session Cookies.
- Other storage technologies
Collection of visitor information
We will only use the information that we collect about you lawfully, in accordance with the DPL.
The details you provide about yourself and any other information which identifies you (‘Personal Information’) is held by AEA on this website (the "Site") for operational purposes, for example member registration or processing payments. We may also use your Personal Information to personalise your experience on the Site by informing you of new products or services that we may think are of interest to you.
AEA gathers general information about users, for example, what services users access the most and which areas of the AEA site are most frequently visited. Such data is used in the aggregate to help us to understand how the AEA site is used. We gather this information so that we can continue to improve and develop our services to the benefit of our users. We may make this aggregated information available to users of the AEA site and to auditors. These statistics are anonymous and contain no personal information and cannot be used to gather such information.
When you register with AEA, set up a travel alert, enter a competition, or buy a ticket, we ask for personal information such as your name, contact details, and other details. Once you register with AEA and accept our Terms & Conditions, you are not anonymous to us. We may use information that you provide to alert you to our own products and services. We may contact you regarding site changes or changes to the AEA products or services that you use.
If you buy a ticket online with AEA, we will record your personal details and send you a confirmation email. Your personal data will be used principally to communicate with you with reference to your request.
You may opt-in to receive newsletters, exclusive discounts, special offers and other marketing emails from AEA. You may unsubscribe at any time by logging in to your account and updating your preferences. Please note changes to your subscription preferences can take up to 14 days to take effect.
Alternatively write to our Customer Relations Team:
Customer Relations:FREEPOST RSCZ-UXZJ-EHHE
Greater Anglia Contact Centre
Norwich Railway Station
So what is a cookie?
A "cookie" is a small text file that is placed on your equipment when you visit a website (equipment like computer, phone, and tablet).
There are several types of cookies:
The functional or session cookies are used to provide services or to store your preferred settings. For example for:
- remembering the products you purchase during online shopping;
- memorizing and passing on the information that you enter during the log-in process or that you leave behind on the various web pages during the ordering process, so that you do not have to enter the same data every time;
- saving your preferences;
- detecting abuse of our websites.
These cookies are used to analyze your visit to our websites. For example, we analyze the number of visitors visiting our websites, the duration of the visits, the order of the pages visited and whether the pages of a website need to be adjusted. With the help of the collected information we can organize our websites more user-friendly. Furthermore, these cookies are used to solve possible technical problems on the websites.
Marketing and tracking cookies
Only if you have given us permission in advance will we use tracking cookies for commercial purposes. These cookies, often placed by third parties, help us to be able to offer you personalized offers. Third parties can follow your internet behavior with tracking cookies. AEA uses a Tag Management System from Google Tag Manage to manage the choice of cookies. This way we can guarantee that no cookies are processed that you have not explicitly given permission for.
Cookies from external parties
Some of the cookies are placed with the consent of AEA by third parties with the aim to bring certain products and services to your attention or to give you direct access to social media: Google Analytics , Google Maps , Captify, Affectv, Iotec, Flashtalking, Adform, Doubleclick, Twitter, YouTube, LinkedIn, GoogleAdwords, Instagram and Facebook. For the cookies that these external parties place, the information they collect with them and the purpose for which that information is used, we refer to the privacy statements of these parties on their own websites. These statements can change regularly and AEA has no control whatsoever.
Our website is supported by advertising. Advertising cookies, often placed by third parties, are used to track visitors across different websites. This helps us offer relevant and engaging advertisements during your visit to our website. Our advertising technology is provided by Google and you can choose to opt-out of interest based advertising using Google’s Ads Settings. You can also control interest based advertising and learn more by visiting Your Online Choices and About Ads.
Would you like to know more about cookies? Go to http://www.allaboutcookies.org/
Access to our database containing personal information on registered users of the site is restricted. In order to increase security we ask you to input a password when you register as a user of the site. Please keep this password secret. In addition, we encrypt your financial information using SSL (Secure Sockets Layer) technology so that no one else can access your credit card details as they travel through the Internet. SSL is certified by Verisign and is recognised as a secure way to pay on-line. As you may be aware, no data transmission over the Internet can be entirely secure. As a result, while we will always use reasonable endeavours to protect the personal information you provide to us, we cannot guarantee the security of your information and the use of our facilities (e.g. e-mail) is at your own risk. If you have any questions about paying for your ticket through the Site, please contact Customer Relations.
TICKET OFFICE PURCHASES – SEASON TICKET RECORDS
Personal details we hold
When you buy a season ticket valid for one month or more, we keep a record of this on a 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.
How we use your personal data
We use this information for Contractual obligations, Customer Relations and administration, customer research, marketing and fraud prevention.
We will only send you information about offers and promotions if you chose to receive it and you can change your marketing preferences at any time. We will not pass your personal information to any other organisation outside of our Group of Companies (and Successor franchise or Secretary of State for Transport) for marketing purposes without your prior consent.
Why we retain your information
We retain your information to allow us to contact you i.e. season ticket is lost and to aid the renewal process once the season ticket is close to expiring.
Length of time records are kept
Records are kept for kept for the duration of the franchise.
Sharing data with third parties
If you have agreed to receive information for 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.
REVENUE PROTECTION AND PENALTY FARES
Personal details we hold
We may collect a range of personal detail during revenue protection activity. This may include name, address, proof of ID, journey details, payment details, personal descriptions and other information you provide to support an appeal. This data is processed by AEA and held in archive by ITEL (3rd Party).
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 maximum of 12 months.
Sharing data with third parties
We may share your correspondence with:
- British Transport Police under a data sharing agreement to prevent and detect crime.
- The ITEL 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. Requests from ombudsmen are dealt with on a case-by-case basis to ensure that any such disclosure is lawful in accordance with DPL.
- We may 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 DPL.
Collection of data at station gate lines
AEA may collect 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 with regard to ticketless travel.
CUSTOMER RELATIONS DATABASE
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 may provide.
To ensure that we carry have an accurate record of dealings between us (and for training purposes) we may, 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 in order to minimise potential fraud and identify themes and patterns in the data.
Length of time records are kept
Records are kept for the length of the franchise in a restricted access site to allow analysis and identify themes and patterns.
Sharing data with third parties
We are required to provide details of your complaint to another TOC if it relates to their services instead of ours. We may 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 DPL.
STATION HELP AND ASSISTANCE INFORMATION POINTS
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 providing assistance.
STATION & TRAIN WIFI
When using our station or train WiFi service we collect device MAC addresses, timestamps and accounting which is stored for a limited amount of time in order to authenticate devices to the WiFi service. This data will be retained for a period of 14 days after such time it will be deleted.
We do not routinely process children’s data, however in the rare instances that we do we may be required to gain consent from a parent or guardian to process the child’s data.
Where we chose to rely on consent as the legal basis for processing children’s personal data, consent may be required from a person holding ‘parental responsibility’ (note that under the GDPR the UK could chose to implement a lower age boundary than 16 in defining a “child” in law, as long as it is not below 13).
The children’s consent must be freely given, specific, informed and unambiguous.
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.
PARKING - National Car Parks “NCP”
NCP in conjunction with AEA operate 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.
For the purpose of gaining 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 – 6 years after leaving employment
SAFETY FORMS & CLAIMS
AEA process safety forms and potential claims were a customer or employee has had an accident/or reported accident whilst at a station or travelling on our trains. The data taken is the name, address and data of birth of the customer or employee concerned. For customers this data will be sent to our third party claims handler and is collected in order to manage the claim and will be held for three years and six months after the claim is resolved. For employees the data will be held indefinitely in order to manage any future claims that the employee could raise at a later date.
WHERE WE STORE YOUR PERSONAL INFORMATION
The information that we collect from you will only be stored in the European Economic Area (“EEA”) or, where it is necessary to disclose it to our processors located outside the EEA, other jurisdictions which are acceptable according to guidance provided by the Information Commissioner and/or where appropriate legal and security safeguards are in place. Please contact the Data Protection Manger (see page 2) if you wish to find out more about the safeguards.
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 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.
Unless stated otherwise wwe will aim to satisfy your instruction, or inform you as to why we are unable to, without undue delay and within 30 days. If we anticipate that we will not meet with this timeframe we will let you know within 30 days and explain what the problem is.
OBJECT TO DIRECT MARKETING
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:
- indicate this by NOT ticking the box to be sent marketing emails (or offers);
- 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.
ASK FOR A COPY OF YOUR PERSONAL DATA
You are entitled to request a copy of the personal information we hold about you.
Please contact the Data Protection Manager, as follows:
Colchester North Station
North Station Road
We may need to ask for some further information, such as checking who you are.
Please refer to website for a copy of the Subject Access Report (SAR).
Please let us know in what format you wish to receive your information.
Sometimes we may hold information that we don’t have to provide, for example it would prejudice a police investigation or if the disclosure would cause harm to another person whose personal data is inseparable from your data.
In most cases we provide the copy of your data to you for free. We have set out some information about when it might not be free, or provided below.
RECTIFICATION / RESTRICTION
If you believe the information we hold about you is inaccurate or incomplete you can contact us and ask us to correct it. You may also request any data processing we are carrying out on your data is halted whilst a request for rectification, objection or a dispute over the lawfulness of processing is being considered. We will provide a response confirming the action we have taken or disagree with taking.
This is also known as the “Right to be forgotten”; you can request deletion or removal of personal information in some circumstances, such as where there is no compelling reason for its continued processing. We will also take reasonable steps to notify third parties of your instruction and request that they act upon it, in a similar manner.
WITHDRAWAL OF CONSENT
If we relied on consent as the ground for processing your personal data, you can withdraw this consent at any time. It does not affect the processing carried out beforehand. You can withdraw consent by contacting Customer Relations:FREEPOST RSCZ-UXZJ-EHHE
Greater Anglia Contact Centre
Norwich Railway Station
Data Protection Manager:
Email: [email protected]
Colchester North Station
North Station Road
Where you have consented to receive direct marketing communications, you can withdraw your agreement at any time, as above or where available updating your preference centre or clicking on the appropriate link in the communication.
We will act upon such an instruction as soon as possible.
Where you have provided us with personal data and the reasons we are processing it are based on consent or our contract with you, and the processing is automated, you have a right to ask for that information be provided to you or another data controller in a structured, commonly used and machine-readable format. The right may be restricted if it is not practical for us to provide the information in this way or it adversely affects the rights of others.
INFORMATION ABOUT PROFILING AND AUTOMATED DECISION MAKING
We target some of our marketing and service communications so that they are more relevant to you, based on the type of ticket(s) you bought and your location/travel stations. We will try and ensure where possible the communications are compatible with the device you are using. We use automated decision making to calculate the validity and value of Delay Repay claims made through our website. You will receive a notification of the outcome of your claim. At this stage you are able to request that your claim is manually reviewed by a member of the Delay Repay team. If you remain dissatisfied you are able to escalate to our Customer Relations team.
HOW WE DEAL WITH RIGHTS REQUESTS
We are not able to charge you a fee for dealing with rights requests, unless they are manifestly unfounded or excessive or in circumstances where copies have been provided previously. We would always let you know if we thought this was the case, so that you can make a decision about what you wanted to do next.
There are various limitations and exemptions in relation to the exercise of rights in DPL - for example if it would affect another’s rights and freedoms or if we need to retain the information to make or defend a legal claim. We intend only to rely on limitations and exemptions where it is fair to do so and always bearing in mind that it is your personal data.
The Data Protection Manager role has been established in a manner to remain independent of business decisions. If you wish to lodge a complaint against:
- the business, please contact our Data Protection Manager; or
- the Data Protection Manager, please contact the ICO.
If you are not happy with the way in which we deal with your data or have dealt with a rights request, then please let us know. Our Data Protection Manager is the first point of contact for dealing with Rights Requests and complaints and they are assisted by Customer Relations. If you are not satisfied with the way in which they have handled your complaint or rights request then you can contact the Group Data Protection Manager:
Sheryl CampbellAbellio UK HQ
36 Renfield St
5th Floor, The Culzean Building
If you are not satisfied with the response you can complain to the ICO. Their contact details are:Head office Information Commissioner's Office
HOW LONG DO WE KEEP YOUR PERSONAL DATA FOR?
We’ll store your information for as long as we have to by law or regulatory requirement. If there’s no legal or regulatory requirement, we’ll only store it for as long as we need it. We’ll also keep some personal information for a reasonable period after your last contact with us – just in case you decide to use our services again. We, or one of our partners, may contact you about our services during this time if you haven’t opted out of receiving marketing communications from us.
We may also keep your personal data for the purposes of our legitimate interests in running our Group businesses, including anonymising or pseudonymising data for analysis.
This Policy was last updated on 4th May 2018
Please read the following in relation to www.buytickets.greateranglia.co.uk or m.buytickets.greateranglia.co.uk pages
The booking engine transactional pages - those with a web address prefixed by www.buytickets.greateranglia.co.uk - are, meanwhile, managed by Trainline.com Limited ("Trainline") and, as such, your use of this part of the website should be in accordance with Trainline's Website Usage Policy.
TERMS AND CONDITIONS RELATING TO THE ONLINE PURCHASE OF TICKETS
Agreement between the customer and trainline
Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Trainline.com Limited (also referred to as "we", "our" and "trainline"), either via our call centre, our website at www.buytickets.greateranglia.co.uk or m.buytickets.greateranglia.co.uk (the "Website"), via our mobile application (the "Mobile Application"), via any third party channels, or any version thereof.
Supply of train tickets
Your train journey
The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Travel (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.
trainline is therefore not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types.
Third party services
You can buy third party products and services, other than train tickets via the Booking Service. When you make such a booking via the Booking Service, and your preferred product or service is available, the contract for such third party services (for example, travel insurance or hotel bookings) will be between the relevant supplier and you. We are not a party to any such contractual relationship and you should read the terms and conditions applicable to such third party services carefully. Each third party product and service has its own price independent of any other products or services booked at the same time. We do not sell, organise, or arrange any packages.
trainline is a participant in the Amazon EU Associates Programme, an affiliate advertising programme designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.co.uk and Local.Amazon.co.uk.
Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: 120 Holborn, London EC1N 2TD.
Trainline.com Limited is registered with VAT number 791 7261 06, however, train tickets are currently zero rated for VAT and so VAT receipts are not routinely offered.
All customer queries should be dealt with via our customer services department. You can contact our customer services department us by using the contact details supplied in the "help" link.
trainline is a trading name of Trainline.com Limited.
Use of the Booking Service
Our Booking Service offers an impartial service selling tickets available around Great Britain representing all train operating companies.
The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.
You confirm that you are at least 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.
By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.
You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).
You agree to use the Website and Mobile Application only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Booking Service. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website or Mobile Application.
If you register an account with us, your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.
Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade, craft or profession only and are a corporate subscriber. Each organisation is responsible for the Administrator of its business account. Where a request is made for a change of Administrator by a member of an organisation, that organisation shall be fully responsible for such change request. Where an organisation has been referred to a business account by an individual, the organisation acknowledges and agrees that the individual may have been incentivised to make the referral.
We reserve the right to restrict or block access to the Booking Service. By proceeding with a purchase via the Booking Service, you represent that you are not currently subject to any economic, financial, territorial or sectoral sanctions, trade embargoes, individual asset freezes, or listed on any sanctions-related list of designated or blocked persons imposed, administered or enforced from time to time by the European Union and implemented by its Member States, the United Nations Security Council, Her Majesty's Treasury of the United Kingdom, the U.S. government, including those administered by the U.S. Treasury, Office of Foreign Assets Control, or any other relevant authorities with jurisdiction over you or trainline from time to time that would prohibit you from using the Booking Service. You further represent that you are not purchasing any tickets via the Booking Service on behalf of, or for the benefit of, any person or entity listed on any sanctions-related list of designated or blocked persons or any person resident in, or entity organised under the laws of, a country or territory that is the subject of comprehensive sanctions.
National Rail Conditions of Travel
The National Rail Conditions of Travel (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Travel. Where the rights set out in the National Rail Conditions of Travel are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.
The National Rail Conditions of Travel entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
Fees and charges
There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.
You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges).
Issue of tickets
Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.
When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.
When London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. We will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff.
Getting your tickets
We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.
Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.
Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.
International post: We will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.
Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.
If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.
Print Your Own (PYO): For some bookings we allow you to print your own ticket ("PYO").
You must ensure that you print the PYO ticket clearly on A4 paper before you travel and carry the PYO ticket with you when you travel. PYO tickets that have not been printed are not valid for travel. PYO tickets presented on the screen of your device are not valid for travel.
PYO tickets denote passenger names and passengers must carry one of the following types of ID (matching the name printed on the tickets) when travelling in order to be valid:
- Credit or Debit card
- National Railcard
- Driving Licence
PYO Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.
Some train operating companies apply additional restrictions to the use of PYO tickets - you must note any additional restrictions notified during the booking process.
Mobile tickets: For some bookings we allow you to travel with paperless tickets ("Mobile tickets") delivered to the Mobile Application installed on a mobile phone, tablet or similar device ("Mobile Device"). Mobile tickets are not available on all Mobile Device operating systems.
When booking such tickets via the Website or call centre, you must check that your Mobile Device is compatible with our tickets by following the instructions provided before purchase and that you have an up to date version of the Mobile Application.
It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your Mobile Device for inspection and scanning when you travel. Mobile tickets must be activated from within the Mobile Application before boarding the train in order to validate the Mobile ticket. The Mobile Device must be capable of running the Mobile Application and clearly presenting the Mobile ticket in a legible manner.
Due to the wide variety of Mobile Devices and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.
If tickets have been booked for more than one passenger, all passengers should travel together.
The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. Mobile Tickets are non-transferable.
By purchasing an Mobile Ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
Some train operating companies apply additional restrictions to the use of Mobile Tickets - you must note any additional restrictions notified during the booking process.
etickets: For some bookings we will allow you to use an eticket. Where you select an eticket we will email you your tickets and you will have the option to use the eticket in one or more of the following ways:
- Open the PDF attachment and show the ticket on your Mobile Device. If you are using this option then you must ensure that your Mobile Device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional and that you are able to display the ticket on your Mobile Device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
- Print the eticket. If you are using this option then the terms relating to PYO tickets set out above will apply to your use of the eticket, save that ID is not required for etickets.
- Download the eticket on the Mobile Application. If you are using this option then the terms relating to Mobile tickets set out above will apply to your use of the eticket.
- Collect from a participating Payzone outlet. You can check the location of participating outlets here. You will need the 12-digit collection code provided in the eticket email in order to collect the eticket. The eticket will be printed to a thermal paper till roll. The terms related to a printed eticket will apply. We reserve the right to restrict the number of times the ticket can be printed using a Payzone outlet.
You must ensure that you present your eticket for inspection and scanning in one of the ways described above.
An eticket can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an eticket for fraudulent use. Where more than one customer presents the same eticket for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your eticket. Trainline shall have no liability for any fraudulent use of etickets.
Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.
If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.
You must carry your Smartcard with you when you travel.
You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.
Some train companies apply additional restrictions to the use of Smartcards - you must note any additional restrictions notified during the booking process.
Changes, cancellations and refunds
Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking.
Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process.
Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your account. If you are changing your ticket with us, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. We cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to us and they must be unused.
Where a ticket can be cancelled and refunded (for example most Anytime and Off-peak tickets) you can cancel this online by logging into your account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to us and they must be unused.
Please note that you will be responsible for the cost of returning any tickets to us where this is required.
The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.
We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.
We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.
If you have any questions about changing or cancelling your tickets online, or if you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 0345 600 7245. In the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
Where you purchase Cancellation Protection for your Advance tickets, the Cancellation Protection terms and conditions shall apply to your Cancellation Protection purchase.
Compensation and Refunds for delayed or cancelled journeys
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so.
Trainline.com Limited is an appointed representative of Columbus Travel Insurance Services Limited, trading as Columbus Direct, which is regulated and authorised by the Financial Services Authority with number 311897. The insurance is underwritten by Astrenska Insurance Limited.
For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.
We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.
Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Travel and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.
Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any re-imbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.
We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.
Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims.
We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service. When you use the Booking Service, we will ask you to confirm your acceptance to the most up-to-date version of these terms and conditions whenever you make a booking. If you do not agree to any changes we make to these terms and conditions, you must stop using the Booking Service.
These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.
If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).
The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.
You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Booking Service.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.
Active Collection of information
Some parts of the Booking Service require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address or phone number). We only collect such information when you choose to supply it to us. You confirm that you will only enter information about yourself and that such information is true.
Passive Collection of Information
We may also share anonymous information about your use of the Booking Service with third parties for analytical purposes.
We use the following cookies on our Booking Service:
Systems cookies: These cookies are created each time you visit our Booking Service and are automatically deleted when you leave our Booking Service and close your web browser. They ensure that the Booking Service works correctly. They also make sure that we remember the fact you are logged in once you log in, and remember the selections that you make as you use the Booking Service. The Booking Service will not work properly without these cookies.
Identification cookies: These cookies help us remember who you are when you come back and visit our Booking Service and allow you to access your favourite journeys before you log in. These cookies are retained for up to two years after you visit our Booking Service.
Web analytics cookies/Marketing effectiveness cookies: These cookies allow us to understand general customer behaviour on our Booking Service; such as which bits of our Booking Service customer’s use, where they exit the Booking Service and, if anything goes wrong, where it happens; helping us to make our Booking Service better. We also track how customers found our Booking Service, for example which search engine was used or which online adverts were clicked on before visiting our Booking Service, helping us understand our marketing effectiveness. Data is anonymised and aggregated so we can monitor trends and count visitors rather than tracking individual customers. They have no impact on what you see on the Booking Service and do not store or track any of your personal data.
These cookies are an important part of providing you with an effective service. By using our Booking Service you consent to us creating and retrieving these cookies. By using our Booking Service you agree that you are aware of and understand that these cookies are used on our Booking Service and the purposes for which they are used.
Most web browsers allow you to configure your browser settings to refuse all or some cookies. How you do this will depend on the web browser you use. However, if you use your browser setting to block all or some cookies it will result in our Booking Service not operating correctly.
Use of Information collected
Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments (including fraud screening) or confirming orders, alerting you about your booked journeys, constantly improving and adding to the tools and features that we provide to you on our Website and Mobile Application, and to personalise your shopping experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.
We and/or our authorised third parties (including the Rail Delivery Group ("RDG")) may also use your personal information: (a) for internal market research and analysis purposes; and (b) to carry out survey related activities with you.
If you contact us we may be able to see information about your recent activity on our Website – such as your recent searches, recent error messages shown and/or your recent purchases. This enables us to provide you with an efficient service, and reduce the need for you to repeat information to us that you have already input into the Website.
Sharing of Information
We may share your personal information with third parties (including third parties outside of the EU) for the purpose of (a) processing a booking reservation, hotel or travel insurance product or otherwise in relation to fulfilling a booking you have made via the Booking Service; (b) for marketing services (where you have consented to receive such marketing services); (c) for processing payment (including fraud screening); (d) advertising, including targeted advertising, of our products and services on other sites; and (e) for undertaking any other permitted use of your personal information on our behalf. These service providers will only have access to the personal information needed to perform the relevant service and may not use your personal information for any other purpose. They will also be required to use your personal information strictly in accordance with data protection laws, including maintaining adequate security measures to protect such personal information.
Visa and Mastercard transactions are processed by Trainline.com Limited, 120 Holborn, London, EC1N 2TD. Company number: 03846791.
Greater Anglia Limited and its third party service providers may further use your personal information (a) for analysis and market research related services; (b) to carry out survey related activities with you; and (c) for the purpose of alerting you about your booked journeys; and (d) to contact you about new features, services, products and special offers ("Marketing Information") in line with any consent that you have provided. If you do not wish to receive Marketing Information, you may choose not to do so by clicking where indicated on the registration page. If you initially wish to receive such material but you change your mind later, you may tell us by using the "update your personal details" page or sending us an email to [email protected].
Use of location data
Information about your location or approximate location may be used by our Booking Service. We obtain and use this information in two main ways:
Internet traffic information, such as your IP address: This information is provided automatically as you use our Booking Service and can allow us to infer your approximate location – for example your city or county, and country. We use this information:
- for analysis purposes to understand the distribution of our customers;
- to tailor messages or advertisements shown on our website – for example if we identify that you are likely to be located in Manchester, we may show you promotions relating to journeys starting in Manchester.
Location information provided by your browser or device: Many web browsers, particularly on mobile phones and tablet devices, are able to accurate report your location, for example using GPS technology. The same is true for apps on mobile phones and tablets. These browsers and devices normally ask your permission before sharing your location with a website or app, and you can usually disable the feature altogether in the device settings. We use this information for features that need to know your location – for example if you select "nearest station" or "next train home" and for other search functionality features.
We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.
Links to third party Internet sites
Access to Personal Information
You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: Greater Anglia, c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.
Deactivating your Account
Upon request from you (by writing to us at: Greater Anglia, c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA) we will deactivate your account and render your personal information unusable as soon as reasonably possible, in accordance with applicable law. We do retain personal information from closed accounts to comply with law, prevent fraud, collect any fees owed, resolve disputes, troubleshoot problems, assist with any investigations, enforce our terms and conditions, and take other actions otherwise permitted by law.
WEBSITE/MOBILE APPLICATION USAGE POLICY
The Website and Mobile Application are provided by Trainline.com Limited on the terms set out in this Usage Policy. By using the Website or Mobile Application you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Website or Mobile Application. This Usage Policy supplements our Terms and Conditions .
If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the Website or Mobile Application.
If you register your details with us using our Website registration process, we will send you your registered account details (including your password) on completion of the registration process.
"thetrainline.com" and "the trainline.com" logos and "thetrainline", "the trainline", "trainline", "Qjump" and "Q Jump" word marks are some of the registered trademarks owned by us. Other product and company names featuring in the Website and Mobile Application may be the trademarks of their respective owners.
All contents of the Website and Mobile Application, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.
You may not reproduce any part of the Website or Mobile Application in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Website or Mobile Application or "frame" the Website or Mobile Application unless we agree in writing in advance. Use of any automated system or software to extract data from the Website or Mobile Application (including screen scraping or account aggregation) is prohibited.
While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Website or Mobile Application. If you believe that you have noticed an error, please write to us to let us know.
We take measures to keep the Website and Mobile Application free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this Website or a third party website, or which are transmitted to your mobile handset as a result of your use of the Mobile Application, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
We cannot guarantee the availability of the Website or Mobile Application. As with any service over the Internet or mobile network there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.
To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the Website, Mobile Application or Booking Service or any of the content.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content which we link to from the Website or Mobile Application, or within the Booking Service, (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers carefully.
Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.
Our Mobile Application
Your use of the Mobile Application
We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.
You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.
The Mobile Application is provided to you free of charge and on an ‘as is' basis. We have tried to make sure that it will work on each compatible Mobile Device, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.
Data charges and access
The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.
Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.
We are unable to provide any warranties as to the levels of connectivity you will receive via your Mobile Device. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.
Please contact your network provider or visit their website if you require assistance configuring a data connection for your Mobile Device.
Support & Communications
While we have tried to get a broad coverage of Mobile Devices, our Mobile Application will not work on all Mobile Devices. Please refer to our Website for details of the Mobile Devices which are able to download our Mobile Application. Download and operation success may depend on Mobile Device settings.
If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: or 0345 600 7245. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)
We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.
Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your Mobile Device.
Updates & Availability
From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your Mobile Device without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your Mobile Device, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.
We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason, but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.
You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your Mobile Device is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.
Your mobile telephone supplier and manufacturer, airtime service providers (which for clarity includes telecommunications carriers) and any other retailer acting through an online store portal through which the Mobile Application is distributed, shall not be liable to you in any manner whatsoever in relation to Mobile Applications made available through their channel partners and associated service providers, including (without limitation) in relation to the sale, distribution or use thereof, or the performance or non-performance of the Mobile Application. Your mobile telephone manufacturer, airtime service providers and any such retailer shall be third party beneficiaries of these terms and conditions with you for the purposes of this provision.