Eurotunnel privacy statement
What does this statement mean?
This privacy statement relating to the protection of personal data describes how Eurotunnel, which is the trade name of the partnership established between Channel Tunnel Group Limited and France Manche SA and part of the Getlink group of companies ( » Eurotunnel » or « we » ) , uses your personal data.
It also describes your data protection rights, including the right to object to part of the processing that Eurotunnel carries out. More information on your rights and how to exercise them is given in the section « What are your rights and your choices? » below.
We may also provide you with additional information when we collect personal data, or when we believe it would be useful and relevant.
What personal data does Eurotunnel collect?
We collect and process personal data when you interact with us (through our contact form). These include:
- Your name, username and password
- Your contact details, such as your home address and postal code, your e-mail address and your telephone number;
- Records of your phone calls to our contact center;
- Video surveillance images and recordings;
- Registration details of your vehicle, including through the use of automatic license plate number recognition technology;
- Details of encrypted debit or credit cards, when you make purchases from us;
- Information about the browser or device you use to access our website, your IP address and your cookie preferences (cookies).
What personal data does Eurotunnel receive from third parties?
Our trusted providers provide anonymous web analysis and reporting services, user behavior analysis, account analysis, and profiling services. We share customer data with them, anonymized for these purposes. Other trusted partners send us information you submit to them if you respond to marketing messages, surveys or contests, or send us images or videos. We receive payment confirmation and encrypted debit or credit card details for booking validation and for fraud prevention purposes.
How does Eurotunnel use your personal data and what is the legal basis for this use?
We use the personal data mentioned above for the following purposes:
When the processing is necessary to perform a contract, or to take measures related to a contract. This applies when you purchase tickets, products and services from us or participate in a contest that we run. This includes :
- Taking payments and validating reservations,
- Communications with you,
- The provision of the product and / or customer service and the organization of delivery or other provision of products, services or prices.
When the processing is necessary for the legitimate interests of Eurotunnel, as listed below and when our interests are not overridden by your rights. This includes :
- Using your information to provide the products and services you have requested and to respond to any comments or complaints you may send to us,
- Monitoring the use of our websites and the use of personal data to help us improve and protect our services and websites, both online and offline,
- Using the information you provide to personalize our website, products or services to you,
- If you provide a credit or debit card as payment, we use third parties to verify the validity of the branch code, account number, and card number you submit to prevent fraud,
- We control customer accounts to prevent, investigate and / or report fraud, terrorism, misrepresentation, security incidents or crime, in accordance with applicable law,
- To protect our rights, to manage the security of our networks and our property (for example, through the use of video surveillance),
- We will use data in connection with complaints, compliance matters, regulatory, legal and investigative purposes as necessary (including disclosure of such information relating to legal process or litigation).
When you give us consent:
- We will send you direct advertising relating to our products and services, or other products and services provided by our carefully selected subsidiaries and partners,
- On other occasions, when we ask for your consent, we will use the data for purposes we explain at that time.
For purposes that are required by law:
- In response to requests from authorities in the context of inquiries relating to enforcement matters,
- For national security, immigration and customs control purposes,
How does Eurotunnel justify legitimate interests?
Eurotunnel has carried out balancing tests for all the data processing that it carries out on the basis of its legitimate interests, which we have described above. You can obtain information about our balancing tests by contacting us at the addresses specified below.
In some cases, the provision of information may be optional, such as the data that you must provide to us so that we can send communications to you. However, in certain circumstances, we will not be able to provide the services and / or products that you have requested if we do not receive all relevant personal data.
How long does Eurotunnel keep your personal data?
When we process your personal data in the course of providing our services, we keep the data for 6 years after your trip with us (with the exception of your IP address which we keep for 2 years).
When we process your personal data for marketing purposes or with your consent, we process the data for 5 years from your trip with us or until you ask us to stop and for a short period after your request (to enable us to implement this request). We also keep a record of whether you have asked us not to / no longer send you direct advertising or to process your data indefinitely so that we can comply with your request in the future.
We maintain administrative and financial files and create data backup archival tapes on our computer systems on a monthly basis for claims management, information security purposes and for business management. We keep this data for 15 years.
Records of your telephone calls to our call center are kept for 7 years in accordance with the requirements of the UK Financial Conduct Authority.
Images that you provide to us (e.g. Instagram images and videos) for use on our social media feed are retained until you ask us to delete them.
CCTV footage and recordings are retained for 30 days except when government or judicial authorities require footage, in which case footage is retained for as long as legally / judicially required.
Your IP address is stored in accordance with your cookie preferences.
When we process your data for a security purpose, we keep your data for 12 months.
How will Eurotunnel share your personal data?
We will share your personal data with other members of the Getlink group to administer and manage group functions, such as providing our services and products to you.
Your personal data will also be shared with trusted third parties, such as our attorneys, suppliers, auditors, insurers, investment managers, banks and other organizations that advise us.
If you purchase roadside assistance or personal travel insurance from us, we will share your personal information with the companies through which we provide these services. If you consent to receive communications from us, participate in surveys about your lifestyle, your preferences or satisfaction surveys or participate in a contest, we share your personal data with the companies that provide us these services or do so on our behalf.
Your personal data will also be shared with government authorities and / or judicial authorities if this is required for the purposes set out above, if it is prescribed by law or finally if it is required for the legal protection of our legitimate interests in compliance with applicable laws.
In the event that Eurotunnel is sold or integrated with another company, your contact details will be disclosed to our advisers and any prospective advisor to the buyer and will be passed on to the new owner of the company.
Your personal data will be processed in the European Economic Area (« EEA »). If we share your personal data with third party service providers established outside the EEA, we will identify the providers and the non-EEA countries in which they are established.
When information is transferred outside the EEA and to a stakeholder or supplier in a country which is not subject to an adequacy decision by the European Commission, the data is adequately protected by the clauses contractual standards approved by the European Commission, an appropriate data protection and confidentiality certification or a supplier’s binding corporate rules.
If you live outside the EEA, we will need to transfer your personal data outside of the EEA as part of answering any questions you may have. Where applicable, we take all steps reasonably necessary to ensure that your data is processed and transferred securely and in accordance with this privacy statement.
For more information, including to obtain a copy of the documents used to protect your personal data, please contact us using the contacts below.
What are your choices and your rights?
The accuracy of the information we hold about you is important to us. If any of the information we hold is inaccurate or out of date, please let us know using the contact details at the end of this privacy notice. You also have the right:
- To ask Eurotunnel for a copy of your personal data;
- To ask Eurotunnel to correct your data if they are inaccurate or incomplete;
- To ask Eurotunnel to delete your data;
- To restrict the processing of your personal data;
- Obtain the personal data you provide in a structured, machine-readable format and ask us to share (port) this personal data to other organizations;
- To object to processing in certain circumstances.
When we have requested your consent, you can withdraw it at any time. If you ask to withdraw your consent given to Eurotunnel processing your personal data, this will not affect any processing that has already taken place at that time. You can also ask us not to send or perform profiling for direct advertising at any time.
These rights may be limited in certain situations, for example, where we can demonstrate that we have a legal obligation to process and / or store your data.
If you would like to exercise these rights, please contact us using the information below.
If you have unresolved concerns, you have the right to complain to a data protection authority in the EU country where you live, work or where you believe a breach may have occurred.
Updates to this statement
We regularly review our privacy statement and may update it periodically. We will update the date at the top of this privacy notice accordingly. On certain occasions, such as in the context of compliance with an applicable law, we will be required to make significant changes to this privacy statement.
We hope to be able to answer any questions you may have about how we treat your data. If you have any concerns about how we handle your data, please feel free to discuss them with our Data Protection Officer, who can be contacted at the following addresses:
Email : DPO@Getlinkgroup.com
By post in the UK: Eurotunnel Data Protection Officer, UK Terminal, Ashford Road, Folkestone, Kent CT18 8XX.
By post in France: Eurotunnel Data Protection Officer, Legal Department Headquarters BP 69 62904 Coquelles Cedex, France.
Otherwise, you can reach us at the following addresses:
Email : email@example.com
By post in the UK: Eurotunnel Legal Department, UK Terminal, Ashford Road, Folkestone, Kent CT18 8XX.
By post in France: Legal Department Eurotunnel Headquarters BP 69 62904 Coquelles Cedex, France.
Who is responsible for processing your data?
The data controller will be the Eurotunnel entity with which you are in contact.
In the UK , this is Channel Tunnel Group Limited, which you can reach at:
Email : firstname.lastname@example.org
Postal: Legal Department Eurotunnel UK Terminal, Ashford Road, Folkestone, Kent CT18 8XX.
In France, this is France Manche SA, which you can reach at the following addresses:
Email : email@example.com
Postal: Legal Department – Eurotunnel Headquarters BP 69 62904 Coquelles Cedex, France.
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