Sind Sie ein Nutzer aus Deutschland? Dann lesen Sie bitte die deutsche Version der Datenschutzbestimmungen. A dutch version of the privacy statement is also available.
Introduction
From whom and how do we collect personal data?
What personal data do we collect?
On what basis do we process your personal data??
Withdrawal of consent
For what purposes does Arriva process your personal data?
With whom do we share data?
MaaS research project
Withdraw consent MaaS Learning Environment
Other websites
How long does Arriva keep your data?
What are your rights?
Complaints
Changes
It is very important for Arriva to handle the personal data of our passengers and users of our services and applications with care. This privacy statement explains how we process personal data as part of the glimble app. The glimble app allows you to plan your trip and gives you information about as many transport options as possible, including shared bicycles, shared cars and shared scooters, but also the train, tram, or (water)taxi. After planning your trip, you can use the glimble app to book, pay and use your chosen transport options. This privacy statement applies when you use the app privately, but also when you use the app for business related travel, or when the app is being offered by your employer. The party responsible for the processing of your personal data within the meaning of the General Data Protection Regulation (GDPR) is Arriva Personenvervoer Nederland B.V. (Arriva) (data controller), Trambaan 3, 8441BH Heerenveen, The Netherlands and registered with the Dutch Chamber of Commerce under registration number 30124575. If you have any questions or comments about this privacy statement or about the way in which Arriva processes your data in the context of the glimble app, please feel free to contact us using the contact details below. You can also contact us with questions about the (possible) processing, rectification, restriction of processing, data portability, removal of or access to your data.
0800 – 444 6888
If you believe that Arriva is not handling your personal data correctly, you can always report this to us. To do so, please contact customer service, see contact details above, or Arriva's Data Protection Officer by e-mail: fg@arriva.nl. Or by letter: Arriva Personenvervoer Nederland B.V. Attn: Data Protection Officer P.O. Box 626 8440 AP Heerenveen
Arriva processes personal data of users of the glimble app. If someone other than yourself uses the glimble app on your device, this is not visible for Arriva. We therefore assume that we are only collecting personal data from you. In the glimble app, it is possible to buy tickets for other travellers, e.g. a child. In doing so, data of persons other than you are collected. We hereby assume that you have received permission to share this personal data with us in the context of purchasing ticket(s). The glimble app has an option that enables you to use travel with GPS. This is a non-mandatory, additional option that eliminates the need for travellers to check in and out. Just 'swipe in’ when you start travelling and ‘swipe out’ when you finish your journey. Your journey is composed on the basis of your location data. Please contact customer service using the details at the top of this privacy statement if you have any questions or comments about a journey. In the context of the glimble app, Arriva first processes personal data that you provide to us yourself. For example, when installing the glimble app, when using the glimble app, or when contacting us via our glimble customer service or via other channels. In addition, Arriva processes personal data that is collected (automatically) by us when you use the glimble app as described below. We may also collect personal data about you, for example when you participate in surveys or marketing promotions.
Below, we briefly outline the personal data we collect, process and share in order for you to be able to use the glimble app and the different types of transport options it offers.
| Personal data | Account | Travel with GPS | Trip planner | Public transport | Flexibel transport | Taxi | Bicycle | Scooter | Car |
|---|---|---|---|---|---|---|---|---|---|
| Name (first and last name) | x | x | x | x | x | x | x | x | |
| Date of birth | x | x | x | x | |||||
| Mobile phone number | x | x | x | x | x | x | |||
| Address | x | x | x | ||||||
| E-mailadres | x | x | x | x | x | x | |||
| Brand/type of mobile device | x | ||||||||
| Location data | x | ||||||||
| Operating system and version | x | ||||||||
| IP-address | x | ||||||||
| Device language | x | ||||||||
| Payment method | x | x | x | x | x | x | x | ||
| Name bank account holder | x | x | x | x | x | x | x | x | |
| IBAN | x | x | x | x | x | x | x | x | |
| BIC | x | x | x | x | x | x | x | x | |
| Last four (4) digits credit card number | x | x | x | x | x | x | x | x | |
| Credit card expiry date | x | x | x | x | x | x | x | x | |
| Details of other traveller(s) | |||||||||
| Name (first and last name) | x | x | x | x | x | x | x | x | |
| Date of birth | x | x | x | x | |||||
| Driving licence details (and driving license check) | |||||||||
| Name (first and last name) | x | x | |||||||
| Document number | x | x | |||||||
| Issue date | x | x | |||||||
| Date valid until | x | x | |||||||
| Issued by | x | ||||||||
| Category (AM/B/BE) | x | x | |||||||
| Date of birth | x | x | |||||||
| Date and time | x | x | x | x | x | x | x | ||
| Pick-up and/or drop off address | x | x | x | ||||||
| Trip/travel information | x | x | x | x | x | x | x | ||
| Booked trips | x | ||||||||
| Travel preferences | x | ||||||||
| Brand/type of mobile device (driving license check) | x | x | |||||||
| Selfie (driving license check) | x | x | |||||||
| Personal data that we process through cookie-like software (see below) | |||||||||
| Brand/type of mobile device | x | ||||||||
| Operating system and version | x | ||||||||
| Booked trips | x | ||||||||
| Browsing behaviour | x | ||||||||
| Search history | x | ||||||||
| Purchase history | x | ||||||||
| Unique identifier per device | x | ||||||||
| Device language | x | ||||||||
| Personal data that we process before, during and after your trip | |||||||||
| Location of embarkation and disembarkation | x | x | |||||||
| Means of transport | x | x | |||||||
| App behaviour during the trip | x | x | |||||||
| Tickets | x | x | |||||||
| Bookings | x | x | |||||||
| Order status | x | x | |||||||
| Cancellations | x | x | |||||||
While using the glimble app, we process data about your planned, completed and saved trips. We also process data about your (click) behaviour in the app when using the glimble app. We also process information before, during and after your trip, such as your embarkation and disembarkation locations, means of transport, app behaviour during the trip, tickets, bookings, order status and cancellations in the glimble app. This information can relate to all your actions in the app, and consists of:
a travel number (the unique identifier per journey for the user, the planning, the tickets and the journey made);
the mode of transport you have chosen and the type of transport you have chosen (e.g. shared transport, public transport, private transport);
whether the journey is for business, commuting or private purposes;
possible cancellations of (parts of) your trip;
your starting and ending point of the journey;
the start and end times of the journey;
the costs of the (parts of your) trip;
if you have given consent separately for the MaaS learning environment, we will send the code of the transport provider and the assigned resource number (the latter, if applicable).
A full and up-to-date list of personal data we process while using the glimble app can be viewed here. From the above information (Travel Information), we may also derive indirect data about you, which may also qualify as personal data, with regard there to please refer to the Privacy Statement. Other personal data we process in the context of the glimble app is the personal data you provide to us when you contact us (e.g. when you email us, or contact the customer service). We also process personal data that we collect through the use of software that is similar to cookies (hereinafter referred to as 'cookie-like' software). For more information about the use of this software in the glimble app and on the website, please refer to our cookie policy. We may combine the various personal data that we process from you, in order to be able to help you better, to improve our services in general, for marketing purposes or to carry out analyses. We may also ask you to participate in surveys and market studies about the glimble app, where you may be asked to provide personal information. If you choose not to share certain personal data, this means that the glimble app may not work optimally, or that you may not be able to use certain transport options.
Arriva processes personal data on the basis of one of the four bases below:
| 1 | Execution and establishment of an agreement | When you want to book a trip via the glimble app, you enter into a transport agreement with the provider of your chosen method of transport. In this context, we may process and share your personal data with this provider and/or with payment service providers and other service providers to the extent necessary to execute the agreement. We also process your personal data in the context of (concluding) the user agreement we have with you for the use of the glimble app, to identify you and to check your age (when using scooters and cars) and to be able to contact you during the term of this user agreement. |
| 2 | Legal obligation | In certain cases, we are required by law to provide personal data to third parties for purposes outside the scope of our direct services to you. For example, in the event of a suspicion of a serious crime, when data is requested from us by means of a judicial order (which we must comply with). Other examples are the disclosure of data for the implementation of tax legislation, for certain administrative obligations or in the context of requests or investigations by regulators (such as the Dutch Tax and Customs Administration (Belastingdienst), the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) or the Dutch Consumer and Market Authority (Autoriteit Consument en Markt). |
| 3 | Legitimate (business)interest | Our legitimate interests include: optimizing, developing and improving the glimble app (for example by installing and reading cookie-like software as far as allowed without your consent) and the customer experience in the various channels, conducting (statistical) research, security, (crime) prevention, IT management, (market) research into and analysis of our products or services, company management, legal affairs, internal management and debt collection. |
| 4 | Or for the cases in which you give us consent geeft |
|
If you have given us consent to process the data mentioned in this privacy statement, you can always withdraw your consent. Withdrawing your consent does not affect the lawfulness of the processing based on the consent given before it was withdrawn.
If at any time you decide that you want to cancel your account, you can do so when you no longer have any outstanding (payment) obligations towards us. You can do this by contacting our customer service, using the contact details at the top of this privacy statement.
We process your personal data for the purposes listed below. The number behind each purpose corresponds with the basis/bases stated above.
| Purposes | Basis/bases | |
|---|---|---|
| 1 | Inviting you to use the glimble app. In certain cases, we may use your contact information to send you an invitation to use our glimble app via email. If we have already received your electronic contact details in connection with the sale of one of our similar products or services and you have not previously objected to unsolicited communications from us, you will be regarded as an existing customer and we will send the invitation on the basis of our legitimate interest (as stated opposite). In other cases, you will be considered a new customer and we will send the invitation on the basis of your prior consent (as mentioned opposite). In both cases, we offer you the opportunity to object to the (further) use of your electronic contact details. Objection can be made (in addition to the manner described in the relevant email) by contacting us as described in this privacy statement. |
3 (in respect of existing customers) or 4 (in respect of new customers) |
| 2 | Creating a user account and entering into an agreement for the use of the glimble app. Creating a user account and entering into an agreement for the use of the glimble app. Before you can use the glimble app, you must install the glimble app and go through the registration process. During this process, we will ask you to provide certain personal details (as described above), and to enter into a user agreement with us. |
1 |
| 3 | Booking of trips and payment. For business use, invoicing will often be done by your employer. In that case we do not store any of your payment details. For private use we will enter into an invoice relationship with you. Payment takes place via a so-called 'payment service provider'. |
1 en 2 |
| 4 | Using third-party transport services (external service providers). You can use the travel planner in the glimble app to book, pay for and use various transport services and means based on your preferences. We use your details to arrange transport agreements and to inform you about the various transport services and means. If you wish to make use of the transport services of third parties, we will provide your personal data to the transport providers where necessary, so that the transport agreement can be concluded and executed. |
1 |
| 5 | Handling damage to the modes of transport and invoicing traffic fines and charged excess. |
1 en 3 |
| 6 | App usage and trip/travel history. We use your data to give you travel advice based on your preferences and settings. We also give you the opportunity to consult your travel history. |
1 |
| 7 | To handle questions, requests, complaints or comments and to settle disputes. For example, when you contact us through our customer service or by phone, email, chat, social media, or contact forms. Correspondence may also be used to evaluate and improve the quality of our services and for training, coaching and assessment purposes. Such messages will be kept for a maximum of 2 years, unless you delete them yourself before that time. |
1 en 3 |
| 8 | To detect and fix errors and malfunctions in the glimble app |
1 en 3 |
| 9 | To analyse and improve the use of the glimble app and its functionalities, e.g. to ensure that our information is based on your preferences, general travel data and provided interests and is tailored to your use of our (mobile) websites and other apps. |
3 |
| 10 | To inform you about other products and/or services of Arriva, such as offers and announcements of other or new apps or services of Arriva, and to keep you informed about actions, newsletters, contests, events, surveys and our other products and services, via email or push notifications in the glimble app. These personal recommendations are based on your travel behaviour and browse history from up to 2 years ago, in order to make the content of such messages more interesting for you. If you prefer not to receive this kind of information, you can immediately unsubscribe from these emails in your account. You can also turn off push notifications in the glimble app. |
3 en 4 |
| 11 | Research and analysis your needs. Research and analysis purposes may include both internal studies (for example, for process improvement, utilisation rates, planning and deployment of equipment, market research or historical and statistical purposes) and external studies (for example, in the context of the so-called 'MaaS learning environment', see paragraph 8 below). |
3 |
| 12 | To prevent, detect and investigate security incidents and fraud,for example by using personal data, such as search and purchase behaviour, to investigate, prevent and deter unauthorised access and fraud. |
1 en 3 |
| 13 | To send you notifications, e.g. when maintenance or updates are made to the glimble app, when booked or planned trips are cancelled or altered, or when public transport is delayed. You can adjust your settings for receiving push notifications in the glimble app and on your device. |
1 |
| 14 | The potential recording of telephone conversations to improve our service or for training purposes. Recordings will be kept for a maximum of 6 months. |
3 |
| 15 | Processing of your location data , in order to provide you with a personal and good travel advice we process your location data where necessary. We ask you for your consent to do so. You can withdraw your consent at any time. |
4 |
| 16 | Processing payment.For the payments mentioned under number 3, we store your payment details. We save your payment details to the extent necessary in accordance with our legal obligations. |
2 |
| 17 | Carrying out a driving licence check. If you want to use a shared scooter or car, we will first establish your identity and check the validity and authenticity of your driving licence (and possibly your identity card or passport). For checking your driving licence, we use the services of our service partner Veriff OÜ (Estonia; hereinafter "Veriff"). Veriff's software is integrated into the glimble app via a Software Development Kit (SDK). During the booking process you are invited to have your driving licence and identity verified. This requires a valid driving licence and a selfie. During the driving licence check Veriff will process your names, date of birth, issue date of your driving licence, expiry date of your driving licence, document number of your driving licence, driving licence type (AM, A, A1, A2, B, BE, B+, etc.), the selfie you took and the mobile device type. Veriff will remove, blur or otherwise make unreadable the personal data or identification documents presented during the verification session which are not necessary for the driving licence check. Veriff's software automatically deletes the photos after 30 days. Arriva does not store the photos in its own systems. A number of designated officials of Arriva do have access to the software of Veriff, so that they can assist if there is a problem. The personal data processed by Veriff in connection with the provision of the driving licence check will be available to Arriva for a period of 90 (ninety) days. Thereafter, the data will be archived by Veriff for a maximum of 18 (eighteen) months and will only be available to Arriva upon request. | 3 |
| 18 | Placing marketing/tracking cookie-like software. We ask your consent for the installation of marketing/tracking cookie-like software. For more information on the use of this software, please see our cookie policy, which can be viewed via this link. You can withdraw your consent at any time. |
4 |
| 19 | Travel using GPS. If you want to travel using GPS via the glimble app (not required), you must create a user account and enter your account details so your journeys can be debited. Your data is also used to identify possible fraud, for example if you often deliberately ‘swipe out’ too early. |
1 |
If Arriva intends to process your personal data further for a purpose other than that for which the personal data were collected as described above, Arriva will inform you about this and about all relevant further information prior to such further processing. Arriva offers other services in addition to the glimble app. The collection and processing of your personal details via these services is subject to Arriva's general privacy statement, which can be found on its website.
If necessary, for the above purposes, we will share your personal data with the following parties:
External transport service providers for the booking, payment and execution of your chosen trips, as well as for the settlement of damages and the charging of received traffic fines. In order to use the services of external transport service providers, you will have to agree to their applicable terms and conditions in advance.
Fairtiq, in the context of travel using GPS, your data is shared with Fairtiq because they enable the technology to travel using GPS.
Payment service provider. This party ensures that your payments for rides are being processed.
Veriff for carrying out a driving licence check.
Parties who assist us in creating and providing e-tickets for the trips you book and pay for.
Parties who make it possible to send out push notifications via the glimble app.
Parties who make it possible to analyse the effectiveness of our campaigns in the glimble app and who help us, for example, to build audiences to target on external platforms.
IT and software vendors, including the developer of the glimble app.
Parties that help us with billing.
Parties that help us with customer contact and complaint handling.
External service providers. To the extent necessary in the context of fraud prevention, handling or prevention of security incidents and fraud.
When using the glimble app for business purposes, employers are given access to business and home-work trips via the employer portal. Only the type of transport, carrier, costs and CO2 emissions of private journeys which are reimbursed by the employer are made visible, not the pick-up and drop-off location. Private journeys that are not reimbursed by the employer are not made available to employers.
Transport service providers and other clients to whom Arriva provides reports with aggregated data.
Other parties involved in our services in connection with the glimble app, including consultants, accountants, banks and marketing agencies.
The police or other authorities, when threats are made during customer contact or in the case of a suspicion of a (serious) crime, if the disclosure of data can be requested from us by means of a court order (which we must comply with).
Tax authorities, when we have to provide data for the implementation of tax legislation and in the context of administration obligations.
Supervisory authorities, in the context of requests or investigations by supervisory authorities (such as the Tax and Customs Administration, the Dutch Data Protection Authority or the Dutch Consumer and Market Authority, or other supervisory authorities with enforcement powers.
The Dutch Ministry of Infrastructure and Water Management and the Dutch Organisation for Applied Scientific Research (Nederlandse Organisatie voor toegepast-natuurwetenschappelijk onderzoek, TNO, address: Anna van Buerenplein 1, 2595DA 's-Gravenhage), for the MaaS study (for more information, see section 8).
In certain cases, your data will be processed by these parties on our behalf (this is the case, for example, with regards to IT and software suppliers). Where necessary, we have made arrangements for this in a data processing agreement, for example with regards to the security and the storage of data. We do not sell your data to third parties. Other parties, such as the transport service providers, payment service providers, supervisory parties and consultants, process your data as independent data controllers in the sense of the GDPR. For more information on how these parties handle your personal data, you can request their own privacy statement from them or consult their website. In some cases, we are (legally) obliged to share certain personal data with third parties. For example, if we are involved in a legal procedure, have to comply with a (legal) obligation, have to obey a court ruling or instructions from an insurance company or government agency (such as the Dutch Data Protection Authority, or other competent (government) authorities). Generally, we will not store your personal data as set out above at sites located in countries outside the European Economic Area (EEA). However, there may arise situations where we engage parties located in countries outside the EEA and where personal data may therefore be shared with or accessed by a party located in a country outside the EEA. In this case, it will be ensured that appropriate measures are taken to guarantee adequate protection of your personal data in accordance with applicable data protection legislation, such as the GDPR. In general, we will use the standard contractual clauses (as approved by the European Commission) as a ground when transferring data to the data recipient. You can contact us (see below) if you wish to receive a copy of the standard contractual clauses used or wish to understand other appropriate measures taken.
Arriva is taking part in a large-scale study into Mobility as a Service (MaaS) services in the Netherlands. The study is being carried out by the Dutch Ministry of Infrastructure and Water Management and Dutch Organisation for Applied Scientific Research (Nederlandse Organisatie voor toegepast-natuurwetenschappelijk onderzoek, TNO, address: Anna van Buerenplein 1, 2595DA 's-Gravenhage), in the so-called 'MaaS Learning Environment'. The aim of the study is to find out how different types of transport (private car, public transport, private bicycle, shared bicycles and scooters, rental and shared cars, taxis, etc.) can be integrated better. The aim is also to examine the effects of a 'MaaS app' (such as the glimble app) on, for example, CO2 emissions, traffic congestion reduction and other policy goals and services. The results of the research will also be used to improve services to travellers (and therefore also the services provided to you via the glimble app). When you use the glimble app, data about relocations is generated, which is very valuable for the MaaS research. If you give us permission (and only then), we will share your Travel information in a pseudonymised manner with TNO and the Dutch Ministry of Infrastructure and Water Management for the purpose of this research. Pseudonymisation means that we will ensure that you cannot be directly identified on the basis of the data. Thus, we will never give out your name and contact details. Because of the pseudonymisation it will be more difficult to link the data to you. TNO will subsequently anonymize the data received, so that they can no longer be traced back to you at all and therefore no longer contain any personal data. We ask for your consent for this research project during the registration process of the glimble app. When asking your consent, we will provide you with more specific information about (the purpose and method of) the study and the Ministry's and TNO's role in it.
If you no longer wish us to use your Travel Information for the MaaS research project, you can indicate this by contacting the customer service via the contact details at the end of this privacy statement.
You may find links to websites other than those of Arriva via the glimble app. Arriva is not responsible for the handling of your personal data by these external parties/websites. Please read the privacy statement of the website you are visiting.
Arriva does not retain your data any longer than necessary for the purpose for which it was collected and never longer than is legally permitted. The period for which particular data is kept depends on the nature of the data and the purposes for which it is processed. In principle, the personal data that we collect will be kept for a period of 2 years after obtaining your personal data, unless a different retention period is explicitly mentioned in this privacy statement. This way we can monitor, improve and customize the experience of the glimble app. Also, this retention period helps us detect fraud and abuse of the glimble app. Furthermore, it helps us to make accurate (historical) reports and internal analyses. The data about your planned, completed and saved trips is only collected and saved on an aggregate level, meaning that it cannot be directly traced back to you, or any other specific person. Also when you remove the glimble app from your device or delete your glimble account, your personal data will be kept by us for a period of 2 years after deletion of the glimble app or your account. After this period, we will remove or anonymize your personal data. Arriva never stores your data longer than necessary when you travel using GPS. Location details are retained for a maximum of 12 months. This way, customer service can help you if you have any questions about your journey. If you contact us with questions, comments or complaints via social media, we will not keep your data longer than necessary, and for a maximum of 6 months. If you contact us by telephone and the conversation was recorded, this conversation will be kept for a maximum of 6 months. We keep proof of the consent you have given us for as long as we continue to process the personal data to which your consent relates. At the moment we delete your personal data, we will also delete the proof of your consent, unless we still need it in order to fulfil our accountability obligations under the GDPR. In certain cases, we retain (certain) personal data longer, for example when this is necessary to defend our interests in court (for example in the event of a dispute or legal proceedings), or when we must comply with statutory retention periods. For example, the fiscal retention obligation of 7 years. For more information about the specific retention periods, please contact us using the contact details at the top of this privacy statement.
You have the right to inspect your own personal data. If data is incorrect, you can have it corrected. You also have the right to transfer data. This means that you can have the personal data that Arriva processes transferred to another party. Would you like to have your data removed from Arriva? This is possible as soon as you no longer have any (financial) obligations with Arriva. You also have the right to (more) information about the processing of your personal data. If you do not agree with the way in which we process your personal data, you can invoke your right to object to and limit the processing of your personal data. You can exercise your rights by sending us an e-mail or contacting us using the contact details at the bottom of this privacy statement. You can do so free of charge, except if your requests are excessive (for example, if you submit an unnecessary number of requests to us). In that case, we may charge a small fee to cover our administrative costs.
Do you disagree with the journey you have travelled with GPS according to our records? Or do you have any questions? Please contact customer service using the details at the top of this privacy statement. If you have any questions or comments about this privacy statement or about the way in which Arriva processes your data in the context of the glimble app, please feel free to contact us using the contact details below. You can also contact us with questions about the (possible) processing, rectification, restriction of processing, data portability, removal of or access to your data.
0800 – 444 6888
Arriva reserves the right to make changes to the privacy statement. We advise you to check this page regularly for changes. The most recent version of the privacy statement can always be consulted via the app. If Arriva makes a material change to this privacy statement, we will notify you of this via the glimble app (push notifications), our website(s) and newsletters.
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