TfL Go

TfL Go is a new travel app launched by us to help Londoners better plan easy, accessible journeys on public transport and to help customers avoid the busiest times under the social distancing measures. This new travel app is built around our iconic Tube map and is currently only available to iOS users.

Personal information we process

If you use TfL Go and have given us permission, we will access your location data (latitude and longitude). The location data is provided by iOS Location Services, visit Apple's Location Services page for more information.

If you use the TfL Journey Planner in this app, we will collect the "from" and "to" location (latitude and longitude) in your searches.

If you have given consent, we will use analytics (similar technology to cookies) to capture information about your use of the app (we call this "usage data"), including:

  • Device type, model and Operating system
  • Unique ID - pseudonymised from the device ID / MAC address, but providing the ability to track usage on a specific device over time
  • Session information - number, duration, time/date, location (mapped to a region, for example, London Borough)
  • When and where accessed (this is based on IP address and is not taken from device GPS data)
  • Screens viewed and interaction on screens, for example, zooming and panning on the map
  • App interaction - including stations tapped on and stations entered into the 'to' and 'from' fields in Journey Planner
  • Behaviour flows (journeys through the app - for example, where someone exits)
  • App crashes

We do not use this usage data to identify you, but it provides us with the ability to see usage on a specific device over time.

If you email us from the feedback section in this app, we will receive and process your emails.

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 TfL Go, there are a number of these legal grounds we rely on, which are:

  • We process your location data and feedback emails to perform tasks in support of our statutory 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
    - To provide you with control over the use of your location data, we ask for your permission to access your location data when the app is first launched. If you haven't given your permission, we will ask again when you try to use a feature that requires access to your location data, such as tapping the 'locate me' button. You can change your permission for this app via Location Services in your device settings at any time
  • We process your usage data based on consent. We ask for your consent to share your usage data with us when the app is first launched and you can withdraw or change your consent in the app settings at any time

You must be at least 13 years old to use this app by yourself. If you are under 13, please only use this app with an Apple ID managed by your parents or guardians via Apple's family sharing or with a managed Apple ID obtained through your school. If there is anything you don't understand or aren't sure about within the app and on this page, talk to a trusted adult (such as your parent or guardian) and ask them to help.

Obtaining and using your information

If you allow TfL Go to access your location data, we will use it to tailor your experience, such as:

  • To show you where you are in the maps, including the Tube map and the geographic map when you are using walking directions
  • To make it easier for you to use the Journey Planner, for example, we can use your current location as the "from" location and you can tap on a station to get the best routes from your current location

If you choose not to allow TfL Go to access your location data, you are still able to use the app but you won't see where you are in the maps and you will need to enter your "from" and "to" location manually when using the Journey Planner.

If you use the Journey Planner in this app, we will collect your "from" and "to" location in your searches to process your search requests.

If you give consent to share your usage data with us, we will use your usage data to help us understand how this app is used and measure its performance. For example, to find out the most useful sections, spot bugs and identify things we can improve.

If you email us from the feedback section in this app, we will use your email to fix problems you reported and reply to your communications. We will also use your feedback to identify areas for improvement.

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.

  • Your most recent location data is only held in your device's memory by the app for a very short period of time for you to use location-based features, we do not keep your location data
  • The "from" and "to" location in your Journey Planner requests are kept for a maximum of 48 hours
  • Your usage data is kept for 3 years
  • Your feedback emails are kept for 3 years

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, your personal information.

Anyone with access to personal information held in TfL's systems is required to complete TfL's privacy and data protection training on an annual basis.

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

Sharing of your information

We share information only in limited circumstances.

If you use the Journey Planner in this app, we will share the latitude and longitude for the "from" and "to" location in your searches with our Journey Planner engine provider to process your search requests, this is required for the engine to return accurate directions.

If you give consent to share your usage data with us, we will use analytics to collect your usage data to understand how the app is used and measure its performance. Your usage data will be processed on our analytics service provider's platform.

We use the Google Places API in this app to provide predictions for the search terms you enter into the Journey Planner and your search terms will be passed to Google with a session token ID. The session token ID is a random string which is only linked to one complete search and is not reused if you use the same device to carry out a new search. Google collect your search terms and may use this data to provide and improve Google products and services. For more information about how Google handles your personal information, please see Google's privacy policy.

In some circumstances we may disclose personal information in response to valid requests from the police. Before any such disclosure takes place, the police are required 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.

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 data protection 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.

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

If you would like to withdraw your consent for TfL to process your usage data or manage how TfL processes your location data, you can do so in your app settings and your device's location services settings.

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.

Data protection impact assessments

To ensure our processing of personal data in TfL Go is appropriate, we completed two data protection impact assessments (DPIAs). We carried out a few trials of the app with employees and customers to gain feedback and a DPIA was completed for these trials. We also completed a new DPIA before the app was launched publicly. Both assessments followed our formal TfL governance and project management processes.

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. This page was last updated in September 2020.