Privacy policy

When you book or contact us we collect:

• Your name, email address and mobile number.
• The name and number of the passenger travelling, where that is someone other than you.
• Pickup and destination addresses, dates, times and any stops on the way.
• Your flight number and airline, where you give them to us.
• Number of passengers, luggage, and any extras such as child seats.
• Anything you tell us in the notes field or in a message to us.
• Payment confirmation from our payment provider. We never receive or store your full card number.
• Basic technical information such as your IP address and browser, used to keep the site working and secure.

We use your information to carry out the journey you booked, and to run the business behind it. Our lawful bases are:

• Performance of a contract — arranging and carrying out your journey, taking payment, handling changes, cancellations and refunds, and contacting you about your booking.
• Legal obligation — keeping the booking records that Transport for London requires of a licensed private hire operator, and keeping accounting records required by law.
• Legitimate interests — keeping our service safe and secure, preventing fraud, handling complaints and lost property, and improving how we work. We balance these against your rights.
• Consent — where you have asked to receive marketing from us, and for any non-essential cookies. You can withdraw consent at any time.

We share only what is necessary, and only with organisations that need it to deliver your journey:

• Your driver, and the vehicle operator where a journey is sub-contracted — they receive your name, contact number, pickup and destination, and any details needed to complete the journey safely.
• Stripe, our payment provider, which processes card payments and holds its own record of the transaction.
• Our email and SMS providers, which send your confirmation, receipt and driver details.
• Meta Platforms, which operates the WhatsApp Business Platform we use to send drivers their job details.
• Google, which provides mapping and address look-up used to price and plan journeys.
• Transport for London and other authorities, where we are required by law to produce booking records.
• Our accountants and professional advisers, where necessary.

Some of the providers above operate outside the United Kingdom. Where personal information is transferred outside the UK, we rely on the safeguards UK data protection law allows — an adequacy decision covering the destination country, or standard contractual clauses with the provider.

You can ask us for details of the safeguards applying to a particular transfer.

We do not keep personal information longer than we need to.

• Booking records are kept for at least 12 months, because Transport for London requires a licensed operator to keep them.
• Records needed for accounting and tax are kept for six years.
• Complaints and lost property records are kept for 12 months.
• Marketing consent is kept until you withdraw it.

Under UK data protection law you have the right to ask us to:

• Give you a copy of the personal information we hold about you.
• Correct anything that is wrong or incomplete.
• Delete information we no longer have a reason to keep.
• Restrict how we use your information, or object to us using it.
• Provide your information in a portable form, where it was given to us electronically.
• Stop sending you marketing, which you can do at any time.

Where we rely on your consent — marketing, and non-essential cookies — you can withdraw it at any time. Withdrawing consent does not affect anything we did before you withdrew it, and it does not affect information we keep for a legal reason such as the booking register.

We only use cookies that are strictly necessary, such as those our payment provider needs to take a payment securely. These do not need your consent. Your place in the booking process is held on our servers, not in a cookie.

We do not use analytics or advertising cookies. If that changes, they will load only after you have agreed to them, and you will be able to change your mind at any time. Our cookie policy lists every cookie we set.

We do not make decisions about you by automated means that have a legal or similarly significant effect. Your fare is calculated automatically from the journey, but drivers are allocated by our staff, not by a machine.

Access to personal information is limited to staff who need it. Our website uses encrypted connections, our systems sit behind access controls, and sensitive records such as driver documents are held in private storage reachable only after a permission check.

To exercise any of your rights, or to ask a question about this notice, email bookings@citylineairporttransfers.com or write to us at Hillingdon House, Wren Avenue, Uxbridge, UB10 0FD.

If you are unhappy with how we have handled your personal information, you can complain to the Information Commissioner's Office at ico.org.uk, by calling 0303 123 1113, or by writing to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. We would appreciate the chance to put things right first.

We may update this notice as the service changes. The date at the top shows when it was last revised.