Arriva processes personal data for three reasons:
Sometimes it is necessary for Arriva to request your personal data for the proper performance of the service. If this data is not available, Arriva may not be able to perform the service properly.
Arriva uses cookies when it provides its services. These are small files with data that are either stored on the hard disk of your computer, or present in the session of your browser. Arriva places cookies that are necessary for the proper functioning of its website or for providing a requested service. Where tracking cookies intended for marketing purposes are used, prior permission is requested from the visitor of the website.
You can prevent the use of cookies by not accepting cookies and/or by deleting all cookies already placed. Please consult the help function of your browser to see how you can do this. Arriva cannot guarantee that the website or electronic services work properly without cookies. Some functions may be lost or you may not be able to view parts of it at all.
The public transport companies and Translink want to ensure that public transport is as efficient and effective as possible. The public transport companies and Translink therefore have an interest in obtaining insight into passengers’ travel patterns via statistical research. These insights are also interesting to third parties, such as government institutions with a remit involving (public) transport and working to improve the service provided to passengers.
We realise these insights via statistical research. The public transport companies and Translink (“we” or “us”) have jointly decided which personal data can be processed to get the needed insights and in which way to use the personal data. We call this information management. This agreement has been concluded in an arrangement between the public transport companies and Translink.
The public transport companies and Translink are joint controllers for the processing of personal data in relation to information management.
We only use so-called transaction data for statistical research concerning travelling patterns of travellers. If we do process your customer data, like your name or date of birth, we do not use these for statistical research. Further on you can read which personal data we process for statistical research when traveling with an OV-chipkaart, debit card or other transport ticket.
According to privacy regulations, we are allowed to process transaction data for statistical research, because this is essential for our legitimate interests and the legitimate interests of third partis such as government bodies. The legitimate interest is to optimize public transport and to improve services to travellers.
OV-chipkaart
Transaction data is created by using your OV-chipkaart to check in and check out at a public transport operator. This data is used to process your traveling transactions. The transaction data are processed by reading the chip-ID in your card. Your transaction data is available in your transaction data overview of your OV-chipkaart (My OV-chip at www.ov-chipkaart.nl/en).
We store the transaction data for statistical research in a dedicated database at Translink. Before storing the data, we ensure that the data is pseudonymized. By pseudonymizing the identifying characteristics of the data are encrypted. Therefore, this data can’t be related a natural person without additional information. After pseudonymizing the data, Translink prepares research files at the request of public transport operators. These files are statistical data. With these aggregated, statistical files Translink or other specialized companies can prepare information products. Both research files and information products do not contain personal data.
Debit card
Transaction data is created when you use your debit card to check in and check out at a public transport operator. This data is used to process your traveling transactions. An overview of your transaction data when using your debit card is available at the Ovpay app. If you don’t use the Ovpay app, an overview of your transaction data when using your debit card is also available at the Ovpay website. There you can enter the so-called service reference ID, which is included on your bank account statement.
We store the transaction data for statistical research in a dedicated database at Translink. Therefore, the transaction data of a debit card can’t be related a natural person without additional information. Under management of Translink we have these research files being prepared. These files are statistical data. With these aggregated, statistical files Translink or other specialized companies can prepare information products. Both research files and information products don not contain personal data.
We have a central contact point in place, which you can contact for any questions about processing of your personal data for the creation of research databases and information products. You can contact Translink via privacy@ov-chipkaart.nl.
You can also submit a request here in order to exercise your rights. If you do not want us to use your transaction data for statistical research into travel patterns, you can let us know by sending an email to privacy@ov-chipkaart.nl.
The public transport companies and Translink use the services of processors. We always have written agreements in place with these processors by conducting a so-called processor agreement, These include a.o. arrangements regarding information security and the usage of your personal data. Pseudonymization makes it more difficult to relate the data to a person.
Based on these research files Translink or other specialised companies can create information products. These allow for example to show trends in travelling patterns, which can be used to determine where new public transport routes are required. We can provide these information products to government bodies and to third parties who perform tasks in the area of (public) transport and improvement of services to travellers. The information products do not contain personal data.
We do not hand over your personal data for this purpose to any third parties outside the European Economic Area (EER).
We store any transaction data and pseudonymized transaction data for a maximum of 18 months after the trip you made.
Arriva may use your personal data to:
If you participate in our promotions or campaigns, the personal data you provide for the marketing campaign will be used to manage and implement those promotions and campaigns. Further information about the use of your personal data for the promotion or campaign in question will always be provided in an explanatory statement with the promotion or campaign. Arriva may request permission to send you a one-off survey to help evaluate the promotional campaign.
As an existing customer, if you no longer wish to receive our marketing messages about similar travel products you can unsubscribe by clicking ‘unsubscribe’ at the bottom of the marketing message, or do so quickly and easily by changing the settings in your ‘my Arriva’ account whenever you wish.
If you wish, Arriva will inform you about scheduled and unscheduled travel information such as diversions, congestion or future roadworks on your route. You can also receive information about travelling with Arriva, changes to the timetable or news from Arriva. If you have registered for them, you will receive the travel information and news items by e-mail, or by push notification if you have registered for alerts via the Arriva app.
If you no longer wish to receive these e-mails or alerts, you can unsubscribe by clicking on ‘unsubscribe’ at the bottom of the e-mail and when you receive an alert by unchecking the selected line numbers in the Arriva app. You can also quickly and easily unsubscribe from the Arriva e-mails or alerts by changing the settings in your ‘my Arriva’ account whenever you wish. You will then no longer receive e-mails or alerts from Arriva.
In order to improve our personal service to passengers, when purchasing an Arriva travel product you can indicate that you wish to receive service messages from other transport providers. Arriva will pass on the e-mail address you have provided to the transport provider selected by you. If you no longer wish to receive service messages from that transport provider, you can make use of the unsubscribe option in the service message from the transport provider in question.
If you have any questions or comments about this privacy statement, or if you have a complaint about the way in which Arriva processes your data, please contact us via the contact details below. You can also use these contact details if you have any questions about the (possible) processing, adaptation, supplementing or deletion of your data.
If you believe Arriva has not acted correctly in response to your comment or complaint, you can submit a report to the Dutch Data Protection Authority via www.autoriteitpersoonsgegevens.nl