Lufthansa

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Privacy Statement

Data protection

The data protection information provided below applies from 25 May 2018 and reflects the enhanced transparency requirements of the EU General Data Protection Regulation.

Who is the controller?

Deutsche Lufthansa AG (Linnicher Straße 48, 50933 Cologne, Germany) (hereinafter also “Lufthansa”, “we”, “us”) wishes to inform you below of how your personal data are processed within the context of our offerings. These offerings can be directly accessed via lufthansa.com/family (“website”), the Family Portal of Lufthansa.

Whom can I contact?

If you have any further queries regarding data protection in connection with our website or the services offered there, please contact our data protection officer:

Group Data Protection Officer for the Lufthansa Group
Dr Barbara Kirchberg-Lennartz
Deutsche Lufthansa AG
Email: datenschutz@dlh.de

Please send requests for information to:
Deutsche Lufthansa AG
Datenauskunft
FRA CY
60546 Frankfurt

Or via email to:
datenauskunft@dlh.de

If you contact us via email, the communication is unencrypted.

Why do we process your data (purpose of the processing) and what is the legal basis?

We process personal data in accordance with the provisions of the EU General Data Protection Regulation (GDPR) and the German Data Protection Act (BDSG).

We process your data based on your consent pursuant to Art. 6(1), Subparagraph. 1(a) GDPR for specific purposes, especially:

  • for sending out newsletters with regular offers from Lufthansa
  • for receiving specific information and offers from Lufthansa and partner companies
  • for market research and customer surveys
  • for personalised use of the website and personalised offers, including profiling
  • to support processes relating to usage of the website, with reminder features and live chats
  • for analytical purposes so that we can optimise our offering for you.

Consent may be withdrawn at any time. This also applies to the withdrawal of declarations of consent given to us before the GDPR came into force, in other words, prior to 25/05/2018. Withdrawal of consent has effect for the future only and does not affect the lawfulness of data processed up until the withdrawal.

Which personal data are you required to provide?

For legal or contractual requirements, we have indicated in the input screens on our website the respective input fields you are required to complete in order for us to fulfil the contract or service requested by you.

How long are your data stored?

Your personal data are deleted as soon as they are no longer needed for the specified purposes. However, we must sometimes continue to store your data until the retention periods and deadlines set by the legislator or supervisory authorities, which may arise from the German Commercial Code (Handelsgesetzbuch), Tax Code (Abgabenordnung) or Money Laundering Act (Geldwäschegesetz), expire. These generally amount to six to ten years. We may also retain your data until the statutory limitation periods have expired (usually three years, but up to 30 years in some cases), provided that this is necessary for the establishment, exercise or defence of legal claims. After that, the relevant data are routinely erased.

Who receives your data?

In the context of the data processing above and the respective legal bases given (contract performance, legitimate interests, consent or processing obligations under law), your data may be passed on to the following categories of recipients:

  • vicarious agents, e.g. service providers
  • other service providers, e.g. for the provision of the website, newsletter dispatch, feedback handling, creation of international aviation statistics

Information on EU standard contractual clauses is available here on the European Union website.

What are your data protection rights?

Lufthansa is committed to ensuring fair and transparent processing. That is why it is important to us that data subjects can not only exercise their right to object but also the following rights where the respective legal requirements are satisfied:

  • Right of access, Art. 15 GDPR
  • Right to rectification, Art. 16 GDPR
  • Right to erasure (“right to be forgotten”), Art. 17 GDPR
  • Right to restriction of processing, Art. 18 GDPR
  • Right to data portability, Art. 20 GDPR
  • Right to object, Art. 21 GDPR

To exercise your right, please email datenauskunft@dlh.de.
Please provide the following details so that we can identify you:

  • Name
  • Postal address
  • Email address and optionally: customer number or booking code or ticket number

If you send us a copy of your ID, please black out all other information apart from your first and last name and address.

In order to process your request and for identification purposes, please note that we will process your personal data in accordance with Art. 6(1)(c) GDPR.

You also have the right to lodge a complaint with a supervisory authority pursuant to Art. 77 GDPR in combination with Section 19 BDSG. The relevant supervisory authority for Lufthansa is:

Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen
Postfach 20 04 44
40102 Düsseldorf

Kavalleriestr. 2-4
40213 Düsseldorf

Phone: 0211/38424-0
Fax: 0211/38424-10
Email: poststelle@ldi.nrw.de

How can you withdraw your consent?

If you consent to us processing your personal data, please note that you may withdraw this consent at any time.

If you gave this consent on this website, please visit the page where you originally gave consent or log in using your LH ID in order to withdraw consent in the settings.

If you have consented to receive our newsletter, you may withdraw this consent yourself using the Unsubscribe link in the newsletter.

In all other cases or if you have problems withdrawing your consent on this website, you can contact the data protection officer.

Please note that your consent can only be withdrawn with future effect and such a withdrawal does not have any influence on the lawfulness of past processing. In some cases, we may be entitled in spite of your withdrawal to continue to process your personal data on a different legal basis – to perform a contract, for example.

Information about your right to object pursuant to Art. 21 GDPR

You have the right to object, on grounds relating to your particular situation, at any time to processing of personal data concerning you which is based on point (e) or (f) of Article 6(1) GDPR, including profiling based on those provisions.

The controller shall no longer process the personal data concerning you unless the controller demonstrates compelling legitimate grounds for the processing which override your interests, rights and freedoms or processing is necessary for the establishment, exercise or defence of legal claims.

Where personal data concerning you are processed for direct marketing purposes, you have the right to object at any time to processing of personal data concerning you for such marketing, which includes profiling to the extent that it is related to such direct marketing.

Where you object to processing for direct marketing purposes, the personal data concerning you shall no longer be processed for such purposes.

In the context of the use of information society services, and notwithstanding Directive 2002/58/EC, you may exercise your right to object by automated means using technical specifications.

Disclaimer and limitations of these data protection notices

These data protection notices only apply to processing for the website. Other websites are not covered by these data protection notices and provide their own specific data protection notices.

What data do we process when you visit our website?

Our website uses cookies. Cookies are small text files placed by a web portal on the computer systems (computer, tablet or smartphone) of the users that visit it. Cookies may store personal data.
You can prevent tracking via cookies (do not track, tracking protection list) and reject the storage of third-party cookies in your browser settings.
If you delete all cookies, this will also delete any opt-out cookies placed, so you will have to actively opt-out again.

We want you to be in a position to make an informed decision for or against the use of cookies which are not absolutely necessary for the website’s technical features. Please note that you will be shown advertising that is less targeted to your interests if you reject cookies used for advertising. However, you will still be able to use all of the functionality of the website.

We differentiate between cookies that are absolutely necessary for the website’s technical features and optional cookies.

To enable you to select the data protection settings for your visits to our website that best suit your requirements, we give you the option below of adjusting your preferences with respect to the categories of operational necessity, statistics, convenience and personalisation.

1. Operational necessity category
These cookies are absolutely necessary to operate the site and facilitate security features, for example. Furthermore, these cookies allow us to recognise whether you wish to remain logged into your profile so that you can access our services more quickly the next time you visit our website.

2. Statistics category
We collect anonymised data for statistics and analysis so that we can continue to improve our offering and website. These cookies allow us to determine visitor numbers and the effect of certain pages of our website, for example, and optimise our content.



3. Convenience category
We use these cookies to make our website easier to use. For example, if you have previously searched for a flight, you can conveniently access those details again the next time you visit our website. We can also recognise when you need support and have a customer service agent assist you via the chat functionality.

4. Personalisation category
These cookies are used to display to you personalised content in line with your interests. For example, we may present offers to you that are especially relevant to you and your planned trip.
The following cookies are used:

Tool Domain Cookies Description Privacy settings Contact
First Party Cookies https://family.lh.com lhfamhub-cookie-info Show/hide Cookie-Information Conveniance Deutsche Lufthansa AG
Linnicher Straße 48, 50933 Köln, Deutschland, Legal form: Joint stock company
Third Party Cookies https://family.lh.com _gat_gtag_UA_121849108_1 Google Analytics Statistics Deutsche Lufthansa AG, Linnicher Straße 48, 50933 Köln, Deutschland,Legal form: Joint stock company
Third Party Cookies https://family.lh.com _ga Google Analytics Statistics Deutsche Lufthansa AG, Linnicher Straße 48, 50933 Köln, Deutschland,Legal form: Joint stock company
Third Party Cookies https://family.lh.com _gid Google Analytics Statistics Deutsche Lufthansa AG, Linnicher Straße 48, 50933 Köln, Deutschland,Legal form: Joint stock company

 

Usage-based online advertising with third-party providers

We use your visits to Lufthansa and third-party websites and your surfing behaviour to try and discern your current interests so that we can deliver relevant, targeted advertising to you. 
We use third-party cookies and create usage profiles under a pseudonym for the purpose of retargeting/remarketing to website visitors and for conversion tracking. We may analyse these for advertising and monitoring purposes. It is not possible for us to trace these back directly to any one individual.

For example, we use advertising cookies for the following purposes:

  1. To store your website visits in order to determine your interests
  2. To verify whether you clicked on an ad
  3. To monitor the number of visitors that click on an ad
  4. To use third-party services to display ads tailored to your needs, interests or preferences
  5. To determine which kind of advertising is efficient for us
  6. To display ads for products you have clicked on or searched for previously
  7. To monitor the number of ads shown so that the same ads do not appear all of the time
  8. To display other interesting ads based on your use of Lufthansa websites
  9. To analyse which ads you have clicked before buying products
  10. To establish the number of orders resulting from ads and their monetary value

Description of third-party cookies used

Usage-based online advertising:
We use various remarketing and tracking technologies on our website. These allow us to recognise visitors on the websites of our advertising partners and target them with personalised information.

The following companies are responsible for collecting the data needed to deliver usage-based online advertising: Google (Adwords (remarketing), The same contractors deliver usage-based online advertising.

The tracking and remarketing tools used fall under different categories:
Google Adwords remarketing – Personalisation category
Further information and explanations regarding the Google products used are available here.

What is the situation when you receive our newsletter?

If you have consented in the Newsletter section of our website to receive the newsletter (up until you withdraw your consent or Lufthansa stops sending out a newsletter), we wish to make you aware of the following:

Consent is the legal basis for the processing.

Your consent relates to the processing of the following personal data provided voluntarily by you:

  • Email address
  • Surname, first name, title, gender/salutation
  • Country of origin
  • Chosen newsletter language
  • Preferred airport

Your consent is used for the purpose of using your email address to send the newsletter to the address given.
The newsletter provides you with information on topics from the Lufthansa world and our partner companies.

Feedback

We offer you various channels for providing feedback. You can therefore freely decide how you wish to communicate with us. Included in this, you have the option of using our feedback form on our website to send us data. A letter is another way to communicate with us. There are also other ways to reach us, such as by telephone, email, fax and the Lufthansa app.

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