Ticketing and travel

Conditions of Carriage

These Conditions of Carriage set out your rights and duties as a customer of Transport for London (TfL), London Bus Services Limited and London Underground Limited and Docklands Light Railway.

London Overground Ticketing and Travel Guide

London Overground Ticketing and Travel Guide - applicable from 2 January 2010 (PDF 315KB)

The National Rail Conditions of Carriage set out your rights and duties as a customer of London Overground.

Ticketing data protection statement

Complying with our obligations under the Data Protection Act 1998 ('the DPA') and related legislation is important to us, and we have taken steps to ensure that we do.

This leaflet explains what information we collect about our customers and the procedures we have in place to safeguard their privacy.

Who are we?

We are Transport for London* and, if you use National Rail serving the Greater London area, the relevant Train Operating Company and/or their agents.

*Transport for London consists of Transport for London and its subsidiaries (i.e. London Underground Limited, Transport Trading Limited, London Bus Services Limited, London Buses Limited, Docklands Light Railway Limited, London River Services Limited and Victoria Coach Station)

Data controllers

We are data controllers, as defined under the DPA. We are only allowed to process your personal data in accordance with the DPA and for the purposes notified to the Information Commissioner. We also advise our customers of our purposes in our Data Protection Statements. You can find more information at the Information Commissioner's website at http://www.informationcommissioner.gov.uk/

What personal information do we collect?

We collect the information that you give to us when you complete one of our forms, use the website or answer our questions over the 'phone. We may collect information when you use our services e.g. journey data. In addition, we may also obtain information about you from other lawful sources e.g. TfL partners. We will amend or delete any personal data relating to you that are found to be incorrect or out of date. If you are aware of any changes that should be made to your personal data, please contact us at the address below as soon as possible.

Do we collect sensitive personal data?

On occasion, we may need to collect what is called sensitive personal data. For instance, if you claim a refund due to illness we will ask you for information about your health. When required by law we will obtain your explicit consent to do this at the time when we collect the information.

What do we use the personal data for?

The personal information that we collect is used for the following purposes,

to provide you with the service applied for
for the ongoing administration of the service
to allow us to improve the products and services we offer to our customers
for research and statistical analysis including travel patterns
to enable use to conduct surveys
for the prevention and detection of crime and fare evasion
to enable us to comply with our legal and regulatory obligations

To ensure that we follow your instructions correctly and to improve our customer service, we may monitor and/or record any communication between you and us.

Do we use your information for marketing purposes?

We may contact you to let you know about our other related products or services.

We may pass your information to selected third parties for them to send you offers.

If you do not wish to receive such information you may choose not to do so by ticking the appropriate boxes on the application form, telephoning, writing to or e-mailing us at the addresses below. If you wish to receive such information now but change your mind later, you may tell us by contacting us in the same way.

How we will contact you

This may be by post, e-mail, telephone or text messaging to SMS enabled devices depending on the information you have provided to us.

How long do we keep your personal data?

We will retain your information for as long as necessary to fulfil the purpose(s) above, and in accordance with the law.

When do we disclose your information to third parties, and why?

We will only disclose your information to other parties in the following limited circumstances

where we are legally obliged to do so, e.g. to law enforcement and regulatory authorities
where there is a duty to disclose in the public interest
where disclosure is necessary to protect our interest e.g. to prevent or detect crime and fare evasion
where you give us permission to do so e.g. on an application form

Do we use data processors?

We use reputable agents (data processors) to undertake projects on our behalf, e.g. computer services, market research surveys and mailings. We will provide information to those agents specifically for use in connection with those projects. The information that we provide to them will be protected by a confidentiality agreement and is to be used solely for completing the project. These agents are required to process the information in accordance with the DPA and our specific instructions.

Contact us

Customer Service Centre
55 Broadway
London SW1H 0BD

Tel: 0845 330 9880

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