Overview / Introduction
At Stansted Airport Limited, safeguarding your personal information and handling your information in a compliant way is important to us. We understand and respect the importance of guarding your privacy and are committed to protecting your personal information.
This privacy notice covers the way we handle your personal information that we receive from both from yourself and from our trusted third parties, what your rights are and our contact details if you need some additional information or wish to make a complaint.
It informs you about the types of information we collect, why we collect it, what we use it for, what your rights are, including consent, and how to contact us. If you require any further assistance or clarification, please contact us.
We collect your personal information to enable us to provide you with our goods and services. This includes, among others, information you provide when you use our websites and/or our services for:
We collect information such as your name, date of birth, company name, full address, telephone numbers, and payment details. This information will help us to correctly identify you, use your information to supply you with the products and service and keep records about your purchases. We do not store your full payment card details as your payment is processed by our trusted third-party payment processor via a secure encrypted link. We will retain your information for four years after which your information will be deleted.
We collect information such as your full name, email address, contact number, the type of feedback, terminal, the area within the airport which the feedback corresponds and relates to, your comments, date and time of incident, flight number (if known), and a booking reference, if feedback is related to Car Parking, Lounges or Fast Track. The information you provide will help us to correctly identify you and investigate any queries. It will also help us better understand your feedback. We may also share your personal information with third parties to further investigate your feedback. We will retain your details on our records for three years after which we will delete your information.
Exercise your Data Protection Rights
When you want to exercise your rights under GDPR, we may collect personally identifiable information for us to correctly identify you and respond to you. You would fill your personal information in a form and the information which you provide will be retained for a maximum of two years.
General use of our Websites and Services
We will collect statistics about your use of our services, such as what sections of the website you visit and when you arrive at the airport to check-in at meet & greet. We may also collect information about how our website and services are performing. For example, each time you use our website we may automatically collect the following information:
- technical information, including the type of mobile device you use, a unique device identifier, mobile network information, your mobile operating system, the type of mobile browser you use, time zone setting
- details of your use of our website including, but not limited to, traffic data, location data, weblogs and other communication data and the resources that you access.
Special Categories of Data
This refers to any sensitive data you may voluntarily provide when you send correspondences to us. This data may be used for legal purposes, to help understand and respond to you, or to meet our contractual obligations.
Social Media – We use social media such as Twitter, Facebook and Instagram to interact with our customers. When we receive queries on these social media platforms, we may collect your personal information for us to correctly identify you and deal with your query. All the personal information collected will depend on the information that you provide us. On a few occasions, we may request for further information to help us deal with your query.
Our social media platform is managed through our trusted third party, Sprout Social. This third-party platform is a single hub for social media publishing, analytics and engagement across all our social profiles. Sprout Social will be able to view all the personal information that you send to us.
We retain your information for two years and then delete it after the retention period has passed. For information on how your personal information is handled by the social media sites and Sprout Social, please contact them directly. Please check the third-party section of this privacy notice for a full list of all our third parties.
Community Relations – This includes correspondences such as complaints and feedback, which are received via our email inbox. The amount of information collected depends on what you send to us. We may request further information if the information given to us by you isn’t enough to deal with your query. We will use the information collected to identify you and help us to resolve your query. We retain information collected via email for two years, after which the email is deleted from our servers.
Outreach Sessions – We organise outreach sessions in public places such as libraries and schools to provide information to the public and collect information from the public. Occasionally we collect personally identifiable information from members of the public who have specific enquiries which can only be resolved in our offices. The information collected will help us to investigate and or resolve your query. The information collected will be retained and deleted after two years.
General Correspondences – We may receive your personal information from any member of public who may be enquiring about an issue or incident which you may have been involved in. For example, a member of parliament may send us an enquiry relating to a member of his/her constituency. This letter may include the personally identifiable information of the person in question. The information collected will be processed for the purposes of responding to the query. If the query is received via email, the email data will be deleted two years after the date it was received. Paper requests or correspondences which contain your personal information shall be securely disposed of after three years.
Sharing Your Personal Data
We may use the personal information we collect about you to create statistics and anonymised information to share with third parties including ad networks, search engines and analytics providers.
We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries. For more information about our group of companies please click here to visit our corporate website.
We will always make it clear if your personal information is going to be shared with a third party for marketing.
Partners and Third Parties
Some of our services are provided by third parties on our behalf. In these instances, your personal information will be collected by our partner and then passed to us. For more information about the services provided by our third parties, please see our Third Parties section of this notice.
Tracking customer behaviour
When you use our websites, we share your anonymized data with our trusted third parties. We use Google Analytics, Statcounter and Jetpack by Automattic to track customer behaviour on our websites.
The General Data Protection Regulation gives you certain rights relating to the personal data that is processed by Stansted Airport. Find below the list of rights and what they mean. If you wish to exercise any of these rights, please contact our Data Protection Officer at our address below, or alternatively you can send an email to email@example.com. You will receive an acknowledgement within three working days of sending your request and a full response within twenty-eight days of receiving all the relevant information required to handle your request.
Right of Access
Right of Access – You have the right to access all the personal information and supplementary information that we hold about you. This will allow you to be aware of and verify the lawfulness of us processing your information. We would respond to your subject access request within twenty-eight days. Please contact us if you wish to make a subject access request.
Right to Rectify
Right to Rectify – You have the right to request for your inaccurate personal information to be rectified or completed if it is incomplete.
Right to Erasure
Right to Erasure – We automatically delete your information from our records when the retention period has lapsed. Prior to us automatically deleting your information, you have the right to request for your information to be deleted and have your personal information erased from our records, if there is no reason for us to hold your information.
Right to Restrict Processing
Right to Restrict Processing – You have the right to object to the processing of your information if it causes unwarranted and substantial damage or distress. If it does, you have the right to require us to stop (or not to begin) the processing in question. This right does not automatically trigger the right to erasure. You will have to request for your information to be fully deleted from our records if you wish to exercise your right to erasure.
Right to Data Portability
Right to Data Portability – You have the right to obtain and reuse your personal information which we hold. This compelling will allow you to move, copy or transfer personal information easily from one IT environment to another in a safe and secure way.
Right to Object
Right to Object – You have the right to object to us using your personal information for direct marketing and profiling. This right can be exercised at any point in time, whether at the point where we collect your personal information, or after we already have already collected your personal information. If you want to object to us processing your personal information, please contact us. Alternatively, you can also exercise the right at any time by clicking ‘unsubscribe’ in any marketing email.
Right to Lodge a Complaint
Right to Lodge a Complaint – You have the right to lodge a complaint with the Information Commissioner’s Office here, if you feel that our processing of your personal information infringes on your rights per the requirements of the General Data Protection Regulation. We advise that you contact us to attempt to resolve it before escalating your complaint to the regulators.
Right to Withdraw Consent
Right to Withdraw Consent – You have the right to withdraw your consent at any time. Your withdrawal of consent shall not affect the lawfulness of processing of your data before the withdrawal. You can withdraw consent by contacting us, or alternatively, you can click ‘unsubscribe’ in any marketing email to withdraw consent in relation to marketing.
Security and Data Storage
To provide you with the products and services and our website, we may need to store or transfer your personal information to countries outside the European Economic Area.
Changes to this Privacy Notice
We may change our privacy notice at any time and without notice, so we recommend that you visit this page occasionally to check what has changed. This policy was last updated in May 2018 and will be reviewed again in May 2019.