Session is about to expire
Your session will timeout due to inactivity, please choose to continue your session if you’d would like to continue.
Privacy Notice
Last updated: 12 Feb 2025
This privacy notice tells you what to expect when Heathrow Airport Ltd (Heathrow) collects personal information about you when you use the Passengers with Reduced Mobility (PRM) assistance service at Heathrow). Heathrow is committed to protecting your personal information when you use Heathrow services.
Whenever you provide such information we are legally obliged to use your information in line with all applicable laws concerning the protection of personal data, including the UK General Data Protection Regulation (UK GDPR).
When you use the PRM service at Heathrow, we or our agents, may collect the following information about you:
We will process your data to provide the PRM service and to deal with any requests or enquiries related to the service.
PRM services are provided at Heathrow in accordance with UK Retained EU Legislation 32006R1107 and the UK Civil Aviation Authority guidance. Based on this PRM regulation, Heathrow is obliged to provide assistance to persons with reduced mobility. In this context, Heathrow processes personal data on the basis of the UK-GDPR legal basis 'legal obligation to comply with the PRM Regulation'. Heathrow processes health data on the basis of the exception ground 'substantial public interest (PRM Regulation)'. In addition, Heathrow may analyse data processed during PRM service provision. The analyses take place in order to improve the PRM service. Where this happens, Heathrow has a legitimate interest to do so.
Your information will be stored and managed by the following recipients in order to deliver the assistance service
We will not transfer or disclose your personal information, other than as identified in this Privacy Notice, to our trusted third-party suppliers, to the police, tribunals, courts, regulators, or other authorities to assist them with their investigations or requests or for us to report security incidents or suspected or actual unlawful acts and/or as may be otherwise required by law. Information processed by Heathrow and our data processors as identified within this Privacy Notice is done within the UK and the EEA.
Your information will be retained for a period of two years from the date you used the PRM service after which point it will be anonymised.
Your information will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.
Under UK GDPR, you have the right to:
To exercise your rights please contact the Heathrow Data Protection Officer using the following contact details:
By Post -Data Protection Officer Heathrow Airport Limited, The Compass Centre, Nelson Road Hounslow Middlesex TW6 2GW
By Email- privacy@heathrow.com
From time to time, we may process personal data from EU residents. Whenever applicable, we have appointed an EU Representative to ensure that we continuously process your personal data in compliance with applicable laws and without undermining your statutory rights.
You can contact our EU Representative at HeathrowEURepresentative@eversheds-sutherland.com and write EU Representative as subject matter. You may also contact our EU Representative per post mail at:
Eversheds Sutherland Netherlands B.V.
Attn. EU Representative Heathrow Airport
Fascinatio Boulevard 212
Floor 2A
3065 WB Rotterdam
Should you find our response unsatisfactory, you have the right to lodge a complaint with the supervisory authority – the Information Commissioner’s Office (ICO). You can find more information on the ICO website at https://ico.org.uk/concerns/ regarding the complaints process.
We will keep this privacy notice under regular review and we will place any updates here. At the start of this privacy notice we will tell you when it was last updated.