Last updated: March 2022
This privacy notice tells you what to expect when Heathrow Airport Ltd (Heathrow) collects personal information about you when you use the Customer Service Centre. Heathrow is committed to protecting your personal information when you use Heathrow services.
If you wish to make an enquiry to our Customer Service Team, click and follow this link: https://www.heathrow.com/contact-us/send-us-your-feedback.
Whenever you provide such information, we are legally obliged to use your information in line with all applicable laws concerning personal data protection, including the UK General Data Protection Regulation (UK GDPR).
What information will we collect about you?
- Name
- Email address
- Phone number(s)
- Postal address
- Any additional details you provide in relation to your enquiry, for example this could include vehicle registration number, flight details, booking references and account details.
How will Heathrow use the information it collects about me?
Heathrow will use your personal data for a number of purposes including the following:
- To follow up your enquiry or request via our Customer Service Team, to keep a record of any actions and engagement of our responses.
Heathrow has a legitimate interest for processing your personal data in order to respond to any customer service enquiries. Where you give us your consent, we will use this data to investigate any concerns in relation to assistance or safety enquiries.
Your information will be stored and managed by the following recipients in order to process your enquiry:
- Heathrow colleagues who input and investigate the enquiry on your behalf.
- Customer service agents employed by SITEL who work on behalf of Heathrow.
- Third-party IT systems that manage our IT platforms.
Your information is processed only in the UK and is not moved or transferred overseas.
We will not transfer or disclose your personal information, other than: as identified in this Privacy Notice, to our trusted third-party suppliers, to the police, tribunals, courts, regulators, or other authorities to assist them with their investigations or requests or for us to report security incidents or suspected or actual unlawful acts and/or as may be otherwise required by law.
Your information will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.
How long will Heathrow keep my information?
Your information will be retained for a period of 37 months from the date you made the enquiry.
What rights do I have over my personal data?
Under UK GDPR, you have the right to:
Access your personal data by making a subject access request
Rectification, erasure, or restriction of your information where this is justified
Object to the processing of your information where this is justified
Data portability
To exercise your rights please contact the Heathrow Data Protection Officer using the following contact details:
By Post: Data Protection Officer Heathrow Airport Limited, The Compass Centre, Nelson Road Hounslow Middlesex TW6 2GW
By Email: privacy@heathrow.com
A new era has begun for the UK and EU now that the Brexit transition period is over. From time to time, we may process personal data from EU residents. Whenever applicable, we have appointed an EU Representative to ensure that we continuously process your personal data in compliance with applicable laws and without undermining your statutory rights.
You can contact our EU Representative at:
By email: HeathrowEURepresentative@eversheds-sutherland.com
By post: You may also contact our EU Representative per post mail at:
(EvEU Representative as subject matter)
Eversheds Sutherland Netherlands B.V.
Attn. EU Representative Heathrow Airport
Fascinatio Boulevard 212
Floor 2A
3065 WB Rotterdam
What if I find your response unsatisfactory?
Should you find our response unsatisfactory, you have the right to lodge a complaint with the supervisory authority – the Information Commissioner’s Office (ICO). You can find more information on the ICO website at https://ico.org.uk/concerns/ regarding the complaints process.
Changes to this privacy notice
We will keep this privacy notice under regular review, and we will place any updates here. At the start of this privacy notice, we will tell you when it was last updated.
