This is the Privacy
Policy of Arriva Trains Wales/Trenau Arriva Cymru Limited ("Arriva Trains
Wales", "we" or "us"), part of Arriva plc. We are registered
in England and Wales under Company Number 04337645 and our Registered Office is
St. Mary’s House, 47 Penarth Road, Cardiff, CF10 5DJ. For the purpose of the Data Protection Act
1998 (the “Act”), we are the Data Controller.
This policy (together
referred to in it) sets out the basis on which any personal data we collect
from you, or that you provide to us, will be processed by us. Please read the following carefully to
understand our views and practices regarding your personal data and how we will
treat it. By visiting www.arrivatrainswales.co.uk, arrivatrains.wales, trenauarriva.cymru, you are accepting and consenting to the practices
described in this policy.
If you have any
requests or queries concerning your personal information, then please contact
us by clicking “contact us” which can be found
1, What information
may we collect from you?
When you complete our
registration form all the personal information which you provide on our
registration form will be collected. Our system may also collect and process
the following data about you:
Information you give
You may give us information about you by filling in forms on our website (“our
site”) or by corresponding with us by phone, e-mail or otherwise. This includes
information you provide when you register to use our site, subscribe to our
service, search for a product, place an order on our site, participate in
discussion boards or other social media functions on our site, enter a
competition, promotion or survey, download or access information relating to
our services and when you report a problem with our site. The information you
give us may include your name, address, e-mail address and phone number,
financial and credit card information, personal description and photograph.
Information we collect about you
With regard to each
of your visits to our site we may automatically collect the following
- your browser type
including any plug-ins and version (e.g. Internet Explorer, Firefox, Safari)
- your operating system
(e.g. Microsoft Windows, Macintosh) and platform
- your IP address (a
unique identifier for each connection to the internet)
- your domain name
(e.g. freeserve.co.uk, demon.co.uk
- your login
information for verification purposes
- information about
your visit, including the full Uniform Resource Locators (URL) clickstream to,
through and from our site (including date and time); products you viewed or
searched for; page response times; download errors; length of visits to certain
pages, page interaction information (such as scrolling, clicks, and
mouse-overs); and methods used to browse away from the page and any phone
number used to call our customer service number
This information is
automatically collected and does not require your input - the information is
used to help improve our website so that we may provide you with a better
may receive information about you if you use any of the other websites we
operate or the other services we provide. In this case we will have informed
you when we collected that data that it may be shared internally and combined
with data collected on this site. We are also working closely with third
parties (including, for example, business partners, sub-contractors in
technical, payment and delivery services, advertising networks, analytics
providers, search information providers, credit reference agencies) and may
receive information about you from them.
may work with third parties such as Twitter and Facebook to collect user data
through our site for the purposes of conversion tracking and serving
advertisements targeted to users’ interests.
technologies to collect and receive information from our site and elsewhere on
the internet to provide measurement services and target ads. You can opt out of some of the third parties’
interest based advertising by enabling the “Do Not Track” functionality in your
web browser, by selecting “Limit Ad Tracking” (on iOS devices) or selecting
“Opt out of Internet-Based Ads” (on Android devices) on your mobile device, as
well as through methods that such third parties’ may specify from time to time. Please refer to individual third party policy
documents and their websites for further information, as well as the website http://www.aboutads.info/. For the avoidance of doubt, the websites of
other companies are out of our control and are not covered by our privacy
the instructions provided by your web browser.
Our site uses
Google Analytics, a web analytics service provided by Google, Inc. (“Google”).
website operators analyse how users use the site. The information generated by
the cookie about your use of the site (including your IP address) will be
transmitted to and stored by Google on servers in the United States. Google
will use this information for the purpose of evaluating your use of the site,
compiling reports on site activity for website operators and providing other
services relating to website activity and internet usage. Google may also
transfer this information to third parties where required to do so by law, or
where such third parties process the information on Google's behalf. Google
will not associate your IP address with any other data held by Google. By using
this site, you consent to the processing of data about you by Google in the
manner and for the purposes set out above.
2. How this
information will be used?
We respect your
privacy and will only use your information in the following ways:
Information you give to us
We will use this
- carry out our
obligations arising from any contracts entered into between you and us and to
provide you with the information, products and services that you request from
- provide you with
information about other goods and services we offer that are similar to those
that you have already purchased or enquired about;
- provide you, or
permit selected third parties to provide you, with information about goods or
services we feel may interest you. If
you are an existing customer, we will only contact you by electronic means
(e-mail or SMS) with information about goods and services similar to those
which were the subject of a previous sale or negotiations of sale to you. If you are a new customer, and where we
permit selected third parties to use your data, we (or they) will contact you
by electronic means only if you have consented to this. If you do not want us to use your data in
this way, or to pass your details on to third parties for marketing purposes,
please tick the relevant box situated on the registration sign up form;
- notify you about
changes to our service;
- let you know of
any special offers, promotions, new products and services from Arriva Trains Wales
and/or any other companies within the Arriva plc Group;
- ensure that the
content from our site is presented in the most effective manner for you and for
collect about you
We will use this
information: to identify usage and statistical information about
your use of our facilities and for internal operations, including
troubleshooting, data analysis, testing, research, statistical and survey
- to administer the
site and gather broad demographic information about users of the site;
- to advise you of changes to our site;
- to improve our website, and to customise your experience of our site;
- for billing purposes when you have purchased tickets online;
- to contact you about other services on this site in which you have expressed
- to measure and understand the effectiveness of advertising we serve to
you and others, and to deliver relevant advertising to you; and
- as part of our efforts to keep our site safe and secure
Our site provides an
opt-out facility so that you only receive information if you choose to. At any
time you can access your account and change your status indicating whether you
want to receive or discontinue receiving marketing information. In any event,
whenever we send you information, we will always give you the opportunity to
request your details to be removed from our marketing list.
3. Who will we share
your information with?
We may share your Information with any member of the Arriva plc Group, which means our
subsidiaries, our ultimate holding company and its subsidiaries, as defined in
section 1159 of the UK Companies Act 2006.
We may share your information with
selected third parties including:
suppliers and sub-contractors for the performance of any contract we enter into
with them or you;
advertising networks that require the data to select and serve relevant adverts
to you and others. [We do not disclose information about identifiable
individuals to our advertisers, but we may provide them with aggregate
information about our users. We may also
use such aggregate information to help advertisers reach the kind of audience
they want to target. We may make use of
the personal data we have collected from you to enable us to comply with our
advertisers’ wishes by displaying their advertisement to that target
Analytics and search
engine providers that assist us in the improvement and optimisation of our
We may disclose your
personal information to third parties:
In the event that we
sell or buy any business or assets, in which case we may disclose your personal
data to the prospective seller or buyer of such business or assets;
If Arriva Trains
Wales or substantially all of its assets
are required by a third party, in which case personal data held by it about its
customers will be one of the transferred
If we are under a
duty to disclose or share your personal data by law and/or as required by our
and other agreements; or to protect the rights, property or safety of
Arriva Trains Wales, its customers, or others.
This includes exchanging information with other companies and
organisations for the purposes of fraud protection and credit risk reduction.
Our site may contain
links to and from the websites of other companies that are outside of our
websites will have their own privacy policies and we do not accept any
responsibility or liability for these policies.
Please check these policies before you submit any personal data to these
websites. If you access other sites
through our site then the operators of these sites may collect information from
you which will be used by them in accordance with their own privacy policies,
which may differ from ours.
4. Where we store
your personal data
data that we collect from you may be transferred to, and stored at, a destination
outside the European Economic Area ("EEA"). It may also be processed
by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other
things, the fulfilment of your order, the processing of your payment details
and the provision of support services. By
submitting your personal data, you agree to this transfer, storing or
processing. We will take all steps
reasonably necessary to ensure that your data is treated securely and in
Where we have
given you (or where you have chosen) a password which enables you to access
certain parts of our site, you are responsible for keeping this password
confidential. We ask you not to share a password with anyone.
the transmission of information via the internet is not completely secure.
Although we will do our best to protect your personal data, we cannot guarantee
the security of your data transmitted to our site; any transmission is at your
own risk. Once we have received your information, we will use strict procedures
and security features to try to prevent unauthorised access.
5. What choices are
available to you regarding collection, use and distribution of the information?
Your information, opt-out procedure and requests
for change or modification
You have the right to ask us not to process your personal data for marketing
purposes. We will usually inform you
(before collecting your data) if we intend to use your data for such purposes
or if we intend to disclose your information to any third party for such
purposes. You can exercise your right to
prevent such processing by checking certain boxes on the forms we use to
collect your data. You can also exercise
the right at any time by contacting us at
firstname.lastname@example.org or writing to us at St. Mary's
House, 47 Penarth Road, Cardiff, CF10 5DJ.
You may choose not to
receive any promotional communications from us or our partners. We maintain an
opt-out option on our site that you may choose to select at any time, if you do
not wish to receive such promotional communications from us or our partners.
Your personal information will be
retained by us for as long as the purpose for which it was collected continues.
It will then be destroyed although copies may be retained if required to
satisfy our legal, regulatory or accounting requirements. By law, you are
entitled to a copy of the personal information we hold on you. We may charge a
fee of £10 for dealing with any such requests.
You may make a request to us to change or modify your information at any time.
Further if you are aware at any time that any of the information that you have
given to us has changed then please let us know at the earliest opportunity of
the changes that need to be made to your information.
If we change this policy, we will post the new policy on our home page. If the
change means that we will use your information differently, we will notify you. Please check back frequently to see any
If you do not wish us to use your information any more then please let
us know by completing our feedback form.
Our Pledge to You
statement, and to comply with the requirements of the Data Protection Act 1998.
Questions, comments and requests
Wales, St. Mary's House, 47 Penarth Road, Cardiff, CF10 5DJ.
© Copyright 2018 Arriva Trains Wales
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