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COOKIES AND PERSONAL DATA

Here you can learn more about how we, Eurostar International Limited, use cookies on our website and how to manage your preferences.

What is a cookie?

A cookie is a text file containing small amounts of information which are downloaded to your computer or mobile device when you visit a website. Cookies do lots of different jobs, such as letting you navigate between pages efficiently, remembering your preferences and goods and services you wish to purchase, and providing you with content that is relevant to you and your interests. You can find more information about cookies from these websites:

www.allaboutcookies.org
www.aboutcookies.org
www.youronlinechoices.eu

By using our website and our other online services, such as our mobile application or onboard entertainment, you agree to our use of cookies as described in this policy.

Across our sites, you can manage the cookies we place on your device through our Privacy Manager. You can also opt out of cookies through your browser settings. Privacy Manager is not available on snap.eurostar.com or our Onboard Entertainment portal so in these cases, you can opt out in one of two ways. You can either opt out using your browser settings and the process for opting out is described on the websites listed above. Alternatively you can opt out by using the individual opt out links for specific cookies and technologies listed below.

Find out more about how to opt out of cookies through your browser settings through the websites above.

What types of cookies do www.eurostar.com, the onboard entertainment portal and the Eurostar app use?


You can find a full list of which cookies and other technologies Eurostar uses here.

Strictly Necessary Cookies

These cookies are necessary in order for you to navigate our website. They are used for online booking. They remember things such as the dates you wish to travel and the number and names of passengers and pass this information from one page of our website to the next. Without them you won’t be able to book online because when you move through the booking process, the website won’t remember the information you’ve already given us. For the website you can opt out of Strictly Necessary cookies through your browser settings, though doing so will result in you not being able to use our website properly. For the app and the onboard entertainment portal, you are not able to opt out of these as by doing so will make the app portal unusable.

Functionality Cookies

These cookies enable us to remember choices you make and provide enhanced, more personal features. For example, we place a cookie on your computer or mobile device to identify your country and (if applicable) language preferences.

Performance Cookies

These cookies collect information about how visitors use our website, such as which pages visitors go to most often and if they get error messages.  This helps us improve how our website works. The Performance cookies we use are provided by third parties, though we retain control over how your cookies data is used.

We have described the main Performance cookies used on our site below and you can find a full list of which cookies and other technologies Eurostar uses here:

Analytics

We use cookies provided by Google Analytics (for our website and onboard entertainment portal) and Firebase (for our app) to help us understand how you got to our website or app, measure the effectiveness of our advertising and understand how visitors use our website or app. The information helps us learn things such as what pages are more attractive to our visitors, which of our products most interest our customers and the kind of offers our customers like to see. To opt out  of Google Analytics on the website and onboard entertainment portal go to https://tools.google.com/dlpage/gaoptout  and to opt out of Firebase on the app, visit the privacy manager screen in App Settings.

Content Square and Conductrics

We use cookies provided by Content Square and Conductrics to test changes to our website and to help us personalise the content across our website to offer an improved customer experience. These tools store information about your current sessions. To opt out of Content Square go to http://optout.contentsquare.net/

Tealium

Tealium stores information such as pages visited, clicks and bookings to allow us to understand what information and products might be of interest to you. We then tailor the content of our website and adverts appropriately

Usabilla

We use cookies provided by Usabilla to collect customer feedback through surveys and campaigns in order to improve our website and services. This enable us to target certain user groups or areas of the website to identify and resolve problems, pain points or provide better user information.



Advertising Cookies

These cookies collect information about your browsing habits in order to deliver adverts to you that are relevant to you and your interests. They are also used to limit the number of times you see an advert and to help measure the effectiveness of an advertising campaign. These cookies are not used on our mobile app or on our onboard entertainment portal. We may share this information with third parties for these purposes and, in accordance with our Privacy Policy, we may combine Advertising cookies data with data we receive from third parties.

If you wish to opt out of interest-based advertising in general click here, or if located in the European Union click here.

We have described the main Advertising cookies used on our site below and you can find a full list of which cookies and other technologies Eurostar uses here:

Double Click (Google)


This cookie analyses the success of our advertising campaigns across the internet by measuring how many adverts that are clicked on result in a purchase. This helps us avoid showing you adverts you are not likely to be interested in. You can find out more generally about Google and its advertising policies and principles at http://www.google.com/policies/privacy/ads.

Cedar


We have granted permission to Cedar Communications Ltd to place pixel tags on our website and set cookies on your computer or mobile device.   This information is collected and shared with third parties to show you adverts for our services, including ancillary services such as hotel accommodation or car rental based on train tickets you have purchased through our website.  

Salesforce Data Management Platform

We have granted permission to Salesforce UK Ltd to use HTTP cookies, HTML5 cookies, statistical identifiers and pixel tags on our website and our onboard entertainment portal, and mobile device identifiers on our mobile app. Information from these technologies is collected, uploaded to and analysed in our Salesforce data management platform and shared with third parties to provide audience targeting, personalisation and optimisation solutions for advertisers and publishers. Through our data management platform, we may link cookie data from your device with personal data you provide to us or to our third party sales partners when you book to travel with us.

For more information go to https://www.salesforce.com/products/marketing-cloud/sfmc/audience-studio-privacy/?mc=DMP. To opt out go to https://www.salesforce.com/products/marketing-cloud/sfmc/audience-studio-consumer-choice/?mc=DMP.

Google Ads

These cookies collect information about how you use our website, such as which page you go to and what searches you have performed to enable us to provide more relevant messages to you across Google’s platforms. You can control the information Google uses to show you ads at https://adssettings.google.com

Microsoft Ads

These cookies track conversions and measure the efficiency of advertisement on multiple visits and websites which helps us to avoid showing you adverts you are not likely to be interested in. You can opt out here https://about.ads.microsoft.com/en-gb/resources/policies/personalized-ads

Social Media (Facebook, Snapchat and Twitter)

These cookies analyse the success of our advertising campaigns on social media by measuring how many adverts that are clicked on result in a purchase. This helps us avoid showing you adverts you are not likely to be interested in. They also collect information about how you use our website, such as which pages you go to, to enable us to provide more relevant messages to you across social media.

You can control the information Facebook, Snapchat and Twitter use to show you ads at https://www.facebook.com/ads/preferences, https://support.snapchat.com/en-GB/a/advertising-preferences and https://help.twitter.com/en/safety-and-security/privacy-controls-for-tailored-ads.

Xandr

Eurostar work with Xandr who are a third party programmatic media partner to advertise our services. Xandr gather standard browser and device events such as pages visited, anonymised device data for retargeting or excluding users from future advertising. No personally identifiable information is collected by Xandr. You can opt out here https://platform.xandr.com/privacy-center/opt_out

Ogury

Eurostar work with Ogury to track and gather browser and device data on events such as pages visited, anonymised device data for retargeting or excluding users from future advertising. No personally identifiable information is collected by Ogury. To opt out go to https://consent.ogury.co/

Adara

These cookies collect information about how you use our website, such as which page you go to, to enable us to provide more relevant messages to you across the internet. For more information go to https://adara.com/privacy-promise/. To opt out go https://adara.com/opt-out/

 

How else does the app store data on my phone?

The app uses your device’s local storage - data which is stored on your mobile device. The data is kept alive even if the app is not running but is deleted when the app is uninstalled by the user. This is managed by the operating system and may vary between iOS and Android devices. 

So that customers can access their bookings and tickets through the app, we temporarily store ticket and booking data in the local storage of customers’ mobile devices. We store, for example, the names of passengers, contact details, route and dates of travel. This data is deleted from the app once the passenger has travelled. 

We also use Crashlytics to monitor performance of the app and to help us investigate the root cause of any crashes.

Push Notifications

The app has the option to allow Eurostar to send users Push Notification and Location based messages which are provided by Localytics. You opt into this after you download the app (versions 6.1.0 onwards) and can opt out through your device’s settings screen at any time. If you choose to allow us to send you Push Notifications or Location messages, we will use the data provided to help provide you with local information and services to enhance your travel experience. 

How up to date is the information in this policy?

We will update this policy if we introduce new cookies or change the way we use the cookies described above.

Third party websites

Our website contains links to websites managed by third parties. We don’t know what cookies those other websites use. Please check the cookies policies of those third party websites if you would like to know more.

 

02 April 2020