Cookies and personal data

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, you agree to our use of cookies as described in this policy.

Several tracking technologies (such as web beacons, scripts, tracking URLs, and software development kits (SDKs)) can be used in our website, e-mails and mobile application to monitor how you interact with them. In this Cookie Policy, all these tracking technologies are referred to as ‘cookies’.

In order to ensure a consistent user experience, optimize our services and marketing activities, we also use cross-device tracking. This allows us to monitor user activity across multiple devices by combining data from different browsers or devices used by the same customer.

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.

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

Strictly Necessary Cookies

These cookies are necessary to navigate our website and are used to deliver our online booking experience. 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, you are not able to opt out of these as by doing so will make the app unusable.

Conductrics:

On occasion, we will test new features and pages with a subset of our visitors before releasing them to everyone. To do this, we use the third-party tool Conductrics. This tool uses cookies to store information about your current session to ensure we can provide you with a consistent experience as you browse our website.

Tealium:

Tealium is a tag manager and consent management platform. It allows us to respect your consent preferences when deploying the analytics and marketing solutions listed below.

Functionality Cookies

These cookies enable us to remember choices you make and provide enhanced, more personal features. Some of the Functionality cookies used on our site include:

Usabilla:

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

Contentsquare:

We use cookies provided by Contentsquare to help understand how users navigate our website and how we can improve their experience. To do this, Contentsquare cookies store information about your current session.

Tealium Collect:

Tealium has access to information such as pages visited, clicks and bookings. It does not store this information but it allows us to tailor the content of our website and adverts appropriately.

Adobe Analytics:

We use cookies provided by Adobe Analytics to help us understand how visitors navigate through our website and app so we can improve their experience. It allows us to learn things such as what pages are more attractive to our visitors, what products most interest them, as well as any issues they may encounter while making or managing a booking.

Monita:

Monita is an observability platform that allows us to monitor other tools listed on this page to ensure they are recording data correctly and do not include any personally identifiable information. To allow us to investigate potential issues, Monita does record the anonymous visitor IDs and session IDs set by Tealium stored in the utag_main cookie.

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 data is used.

Google Analytics & Firebase:

We use cookies provided by Google Analytics (for our website) 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.

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. 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. To improve the accuracy of our targeting, we may also from time to time share a pseudonymised version of your data with select advertisers, such as your hashed email address.

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.

DoubleClick Floodlight (Google):

These cookies analyse 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.

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

Social Media (Facebook, LinkedIn 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, LinkedIn and Twitter use to show you ads at https://www.facebook.com/ads/preferences, https://help.twitter.com/en/safety-and-security/privacy-controls-for-tailored-ads and https://www.linkedin.com/mypreferences/g/guest-cookies.

Xandr/AppNexus:

Eurostar work with Xandr (also known as AppNexus) 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

TimeOne & Kwanko:

We work with TimeOne and Kwanko to advertise our services via affiliate content and links. Their cookies allow us to measure the success of affiliate links and remunerate affiliates fairly.

Microsoft Advertising UET:

We use Microsoft UET (Universal Event Tracking) to better understand your activity on our website after clicking on Bing ads. This also allows us to measure the effectiveness of our marketing campaigns and optimize our advertising efforts.

Adara & The Trade Desk & Nexus:

These cookies analyse the success of our advertising campaigns across the internet by measuring how many adverts were clicked on and resulted in a purchase for these two media partners. This helps us personalize the ads, limit the number of times you see an ad and measure the effectiveness of the ads & campaigns. You can find out more about Adara, The Trade Desk and their privacy policy on the two following links:

https://adara.com/privacy-promise

https://www.thetradedesk.com/us/privacy

If needed, you can also opt out here:

https://adara.com/opt-out

https://www.adsrvr.org

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.

The app has the option to allow Eurostar to send users Push Notification and Location based messages which are provided by Airship. You opt into this after you download the app 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.

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

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.

20 November 2024