London Cable Car

This page explains how Transport for London, its subsidiaries and service providers use the personal information collected from you and held in connection with London Cable Car. It also describes how long that information is kept and the limited circumstances in which we might disclose it to a third party.

Personal information we hold 

If you are a London Cable Car customer, the information we hold about you may include:

  • Name
  • Address
  • Email address
  • Telephone/mobile number
  • Your marketing and contact preferences
  • Transaction information (data and time)
  • IP address
  • Ticket information (Age category, Ticket type and Venue)
  • Enquiries, complaints or other correspondence from you
  • Images from CCTV cameras throughout the London Cable Car

Legal basis for using your information

Under data protection legislation, TfL is only allowed to use personal information if we have a proper reason or 'legal basis' to do so. In the case of the London Cable Car, there are a number of these legal grounds we rely on, which are:

Our statutory and public functions:

  • to undertake activities to promote and encourage safe, integrated, efficient and economic transport facilities and services, and to deliver the Mayor's Transport Strategy

Where you have given your consent to TfL, for example where:

  • you have opted in to receive marketing messages from us
  • you have asked the contact centre to resolve an issue or complaint for you

For the 'performance of a contract', for example:

  • in connection with paying for a London Cable Car ticket

Obtaining and using your information

The personal information we hold is provided by you when you purchase a London Cable Car ticket. We also record information about your journey (ie where you start and finish your trip, together with the date and time).

If we hold your email address, from time to time we may send you travel related information by email. These will be messages that are useful to know in relation to the London Cable Car and might include:

  • Important changes to the London Cable Car service
  • Travel or service disruption
  • information about fares
  • Changes to terms and conditions of travel

We will only send you information about TfL's offers and promotions if you choose to receive it and you will be able to change your marketing preferences at any time.

We will not pass your personal information on to any other organisation for marketing purposes without your prior consent. In addition, we do not sell or rent personal information to third parties for any purpose.

If you telephone TfL, your call may be recorded for training and quality purposes and if you contact us by email, we will check that your contact details are up to date and amend our records where necessary.

Occasionally TfL may use aggregated or depersonalised London Cable Car information to carry out research and analysis, for example, to identify improvements we might need to make to the London Cable Car service. Individuals will not be identified using this information.

Length of time we keep your information

TfL will retain personal information in line with its data retention policies. This means that we will not hold information for longer than is necessary for the purposes we obtained it for.

We will retain data about your London Cable Car ticket for 18 months.

Call recordings made when you contact TfL Customer Services are kept for 6 months.

Keeping your information secure

We take the privacy of our customers very seriously, and a range of robust policies, processes and technical measures are in place to control and safeguard access to, and use of, personal information associated with the London Cable Car. This includes payment card data which is handled in accordance with the Payment Card Industry Data Security Standard (PCI DSS).

We also publish guidance on the steps you can also take to protect your personal information.

CCTV

We operate CCTV cameras throughout the London Cable Car. We use it for three main purposes:

  • Protecting the health and safety of employees and visitors
  • Protecting our property and infrastructure;
  • Preventing and detecting crime and antisocial behaviour; and
  • Incident response and management

We retain CCTV for a period of 30 days before it is automatically deleted unless the images are required for an investigation under lawful authority.

Automated processing and profiling

Under data protection legislation we have to let you know when we use your personal information do something 'automatically' using our computers or other systems, or make an automated decision (without human intervention) that significantly affects you.

Sharing personal information

TfL has contracts with a number of third party service providers, who provide the majority of the administration and 'back office' services that ensure the efficient day-to-day operation of our electronic ticketing systems. This includes our electronic ticketing systems, some customer services support and the customer relationship database.

We share information only in limited circumstances. We share customers' personal information with our subsidiaries and service providers for the purposes of customer services and administration, payment processing, to provide travel.

At our discretion, we may disclose personal information in response to valid requests from the police. Before we authorise any disclosure, the police have to demonstrate that the personal information concerned will assist them in the prevention or detection of a specific crime, or in the apprehension or prosecution of an offender.

Each request from the police is dealt with on a strictly case-by-case basis to ensure that any such disclosure is lawful and in accordance with data protection legislation.

TfL may also receive or disclose personal information about customers in relation to certain emergency situations or other incidents that require an immediate response. Such events may include those involving public health, public safety or national security matters, when access to personal information is necessary to manage the incident.

In some situations, we may also be required by law to disclose your personal data to the police or other enforcement, regulatory or Government body, upon a valid request to do so. These requests will be assessed on a case-by-case basis and take into account privacy considerations before a disclosure is made.

Overseas processing

TfL and its service providers may process your personal information in the UK and countries within the European Economic Area (EEA). Any such processing will be carried out in strict accordance with UK and EU privacy legislation and the appropriate contractual safeguards which TfL has put in place.

Your information rights

Under data protection legislation you are entitled to ask to see any personal information that we hold about you.

For access to personal information held by TfL please see our page on how to access your data.

If you would like to unsubscribe from service or marketing messages, please use the link we include at the end of every email or by emailing unsubscribe@tfl.gov.uk at any time.

You also have a number of other information rights which include:

  • The right to question any information we have about you that you think is wrong or incomplete
  • The right to object to how we use your information or to ask us to delete or restrict how we use it
  • In some cases, the right to receive a copy of your information in a format that you can easily re-use
  • The right to complain to the regulator - the Information Commissioner's Office

The TfL Privacy and Data Protection team considers and coordinates responses to requests and complaints from people whose personal data is processed by TfL and its subsidiary companies.

You can contact the Data Protection Officer by email at dpo@tfl.gov.uk 

Changes to this page

It's likely that we'll need to update this statement from time to time, so check back here regularly to find out more. Your continued use of the site will mean that you accept those revisions. This page was last updated in May 2022.