Em-trans is firmly dedicated to safeguarding the privacy of our customers and takes its obligations concerning the security of customer information with utmost seriousness. We are committed to providing clear and transparent information about the data we gather and how we intend to utilize it. This documentation outlines the ways in which we handle and process your personal information. Moreover, it elucidates how you can reach out to us if you have queries about your personal data. The data we collect and process with respect to your interactions with us as a customer, as well as through your engagement with our website and online services, is clearly outlined in this document. Additionally, it delineates the sources from which we procure data, our methods of data utilization, storage procedures, data transferring protocols, and the measures we take to respect and uphold your data protection rights in accordance with the applicable data protection regulations. Furthermore, we gather your personal information when you engage with our customer service team through various means such as email, chat, or phone, or when you connect with us through alternative channels like social media. This includes instances where you utilize our website to save search results, create an account, or partake in our referral programs or sweepstakes.
HOW YOU CONTROL PERSONAL DATA THAT YOU SHARED WITH US
You have the option to review the personal information in our possession and request a summary of it at any time. To request a review, kindly reach out to us via the dedicated email address provided below. To expedite the process, please ensure to include "Request for personal data" in the subject line of your email. Should you suspect that the personal information we hold on you is inaccurate, no longer relevant, or have any queries regarding its usage or this Privacy Policy Statement, feel free to contact us via email or post using the contact information provided.
WHAT PERSONAL INFORMATION AND DATA WE COLLECT
Personal data that you share with us
Personal data refers to any details connected to an individual that enable us to recognize them, such as their name, contact information, reservation reference number, payment particulars, and data concerning their use of our platform.
We may gather personal data from you when you reserve a ticket with us, establish an account on our site, browse our site, engage in a survey or contest, or communicate with us. When you schedule a reservation, we request specific necessary details for us to deliver our services:
- Seat preferences and medical conditions for travelers with particular medical or dietary needs.
- Travel history pertaining to your bookings and related services for your journey.
- When booking tickets for others on our platform, we will accrue passenger details for each individual. It is your responsibility to ensure that every traveler you book for is aware and accepts our Privacy Policy. We additionally gather personal data when you interact with our customer support team via email, chat, phone, or alternative channels, or by saving search results, registering an account, engaging in referral programs, or participating in sweepstakes on our site.
Personal data about others that you share with us
When you reserve tickets through our platform for individuals accompanying you, or on behalf of other travelers, we will gather Passenger details for each individual. It is your duty to ensure that each traveler you're booking tickets for is informed and agrees to our Privacy Policy.
Automatically generated website visitor information
We gather data and information that is automatically sent or created by your browser whenever you browse our website. This includes details like the IP address, the web addresses of the sites you reviewed before visiting our Service Sites ("referrer"), the type of browser used, the language of the browser, the operating system and user interface, the device utilized for access, the date and time of your visit, the webpages you accessed on our site, and the duration of your stay on the Service Sites. This data will be retained for two years and then removed automatically.
Personal data from other sources
We may collect information about you not only from the details you provide us directly but also from other sources, such as independent third parties. Any information obtained from these sources may be combined with the data you have shared with us. When you contact us, we receive metadata related to your communication activities, including details like the location, caller identity, call date, and call duration. Upon opening our emails, we collect data on email open and click statistics. Information about you may also come from our advertising partners, allowing us to personalize advertising based on specific regions or demographics. For further details, please consult the relevant section for more information.
HOW WE USE YOUR PERSONAL DATA
Customer Service
At the core of our operations is the utilization of your personal information for the issuance of tickets and the provision. Our team works for you 24/7, 365 days a year. By sharing pertinent details regarding your booking, including reservation specifics, user account information, and passenger names, we empower our team to assist you promptly whenever the need arises.
When you make a reservation or create an account on our platform, we leverage your name and email address to establish a user profile, giving you the ability to manage your bookings, access exclusive deals, make future reservations, and customize your personal travel preferences. Through email, phone calls, or social media, we may reach out to you with communications related to your reservation.
Furthermore, we may provide timely reminders about saved searches to streamline your ticket-hunting process if you have utilized our Save search feature while exploring our website. This functionality is designed to simplify your search for the ideal bus for your journey. Additionally, we may furnish you with additional details relevant to your bookings, offering valuable insights to aid in your trip planning or enhance your travel experience—such as station addresses or boarding guidelines.
Moreover, you can count on us to keep you informed about crucial service updates, including disruptions, strikes, railway maintenance, or security advisories, ensuring you can navigate your journey with confidence and peace of mind.
Marketing strategies and initiatives
We may utilize your personal information for our marketing endeavors, which encompasses the dissemination of updates on travel-related products and services that align with your ticket reservation. Opting out of these marketing communications is swift, simple, and can be done at any time by clicking on the "Unsubscribe" link featured in each newsletter. Additionally, personalized offers that we believe may pique your interest might be showcased on external platforms (including social media websites) based on the personal data you provided during your reservation or website visit. Participating in promotional events, such as sweepstakes, referral programs, or competitions, will entail the utilization of pertinent details to facilitate these activities. On occasion, our customers may be invited to engage in our market research efforts, during which we'll elucidate the collection and usage of personal data.
Service reviews
We may ask you to review our services for us to be able to improve our products and to help other travelers to make educated choices. When we invite you to leave a review of our service, we will share your name, email address and booking confirmation with a reputable independent service provider. And, when you leave a review, it will be published on the website of that service provider and that provider will control the personal data related to your review.
Preventing Fraud
To foster a reliable setting for you and other travelers, we might utilize your personal information to identify and thwart deceitful behaviors.
Product development and research
We utilize personal information for analytical objectives. This forms a crucial part of our objective to enhance our services and elevate user satisfaction. Consequently, we may leverage the personal data of our users for analysis, issue resolution, and advancement of both the functionality and caliber of our online travel facilities. Our primary aim is to refine our platform and websites. Typically, we rely on pseudonymized data exclusively for analytical goals; however, in certain instances like troubleshooting, we might utilize the data of particular users.
Call monitoring
When contacting our Customer Service Team, we utilize an automated phone number recognition system to link your telephone number with your current reservations. This process aims to streamline communication and enhance efficiency for both you and our customer service representatives. As part of our security measures, our team may request additional authentication to safeguard the confidentiality of your personal information.
Quality control and busing purposes
We reserve the right to monitor conversations between our service team and you for quality assurance and training purposes. Call recordings will be regularly deleted, unless there is a valid reason to retain them for extended periods, such as fraud investigations and legal obligations.
Legal purposes
We might have to utilize your personal information for legal reasons, such as managing legal conflicts, upholding our Terms of Service, cooperating with law enforcement authorities, and ensuring compliance with regulatory inquiries.
DATA SHARING
There may come times when we disclose your personal information to third parties. Initially, we are obliged to share passenger details with bus companies, as this is crucial to providing our services. The specific information we need to provide can vary depending on the carrier, and may include your name, contact information, passenger details about you, and those for whom you are booking tickets. For certain routes, we make ticket reservations through intermediary wholesale suppliers, necessitating us to share passenger data with them to secure your booking. Throughout our operations, we may engage various service providers, ensuring they are bound by confidentiality agreements and can only utilize your data as directed by us. We will only release your personal data if it is essential to the investigation. When mandated by law, we will share your personal information with law enforcement agencies. Additionally, we may disclose your data to legal authorities to safeguard our rights or those of our business associates.
GUARDING YOUR PERSONAL DATA
We have implemented thorough industry-standard protocols to safeguard against unauthorized entry and improper use of our users' personal information. Our security protocols, along with both technical and physical barriers for accessing and utilizing personal data stored on our servers, guarantee that solely authorized individuals are authorized to view the personal information of our customers and users.
How does Em-trans treat personal data about children?
Individuals who have not reached the age of 18 (minors) are not allowed to reserve our services independently. At least one of the passengers must be 18 years of age or above. We retain the authority to refuse services reserved by minors and to remove any associated personal data.