Policies

Privacy

This privacy notice tells you what to expect when Heathrow collects personal information via our websites.

How we use your information

Heathrow Airport Holdings and its subsidiaries, collectively referred to as  ("Heathrow") each take their obligations with regard to your personal information seriously. This privacy notice applies to information we collect about:

  • people who purchase Heathrow products and services, e.g. car parking
  • people who purchase third party services which are offered via Heathrow websites, eg flights and hotels;
  • people who subscribe or register to receive information from Heathrow e.g. airport newsletters;
  • people who participate in Heathrow research and surveys;
  • people who enter competitions;
  • people who provide feedback to Heathrow via our websites;
  • job applicants; and
  • visitors to our website.

If you are giving us your personal information in the course of purchasing, registering, or subscribing to a service or product, then we will only use your information in order to provide you with that service or for closely related purposes. We use some carefully selected third parties to help us deliver these services and products to you but they are only allowed to use your personal information to deliver the service or product you have purchased, registered or subscribed to. Some of our trusted third parties in supporting these services will transfer your information overseas, but we make sure that your information remains protected and secure.

We will keep your personal information relating to services or products purchased in line with our retention policy which ensures that we keep your details for no longer than is necessary. Your information will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.

When you purchase certain products and services from Heathrow we may send you confirmation emails; these may also include marketing which may be of interest to you. We do our best to tailor this information so that it is useful to you, but if at any time you no longer wish to receive it, you can opt out by following the instructions that we will give you with each communication.

Access to personal information

Individuals can find out if we hold any personal information by making a 'subject access request' under the Data Protection Act 1998. If we do hold information about you we will:

  • give you a description of it;
  • tell you why we were holding it;
  • tell you who it could be disclosed to; and
  • let you have a copy of the information in an intelligible form.

To make a request to Heathrow for any personal information we may hold you need to put a request in writing using the contact details at the end of this notice.

If we do hold information about you, you can ask us to correct any mistakes by contacting us using the contact details provided.

Complaints and queries

Heathrow tries to meet the highest standards when collecting and using personal information. For this reason we take any complaints we receive about this seriously. We encourage people to bring it to our attention if they think our collection or use of personal information is unfair, misleading or inappropriate.

Disclosure of personal information

In the majority of cases we will not disclose your personal information to others unless we have previously gained your consent. However there will be circumstances where we may disclose your personal information without your consent, e.g. where we are required by law to disclose information or where the information is required to prevent or detect a crime. In the case of all disclosures we will always ensure the disclosure is legitimate and proportionate for the purpose.

Privacy & Cookies

What are cookies?

Cookies are small text files which are stored on your computer when you visit certain web pages. At Heathrow, we use cookies to understand how our sites are used which helps us to improve your overall online experience. Some of the cookies we use are necessary for some of our sites to work whilst other cookies are used to provide tailored advertising by trusted third parties. The cookies we and our third parties place on your computer do not collect personally identifiable information like your name, address or payment details. To find out more about cookies, visit www.aboutcookies.org

The privacy of your information is important to us and so we want to keep you well informed about cookies. We shall continue to work on initiatives in relation to recent cookie legislation to ensure you have the best experience when visiting our websites.

The different types of cookies we use

Heathrow use the following categories of cookies on our websites:

Strictly necessary – These cookies are essential for certain features of our websites to work for example when you make payments for car parking. These cookies do not record identifiable personal information and we do not need your consent to place these cookies on your device. Without these cookies some services you have asked for cannot be provided.

Performance – These cookies are used to collect anonymous information about how you use our websites. This information is used to help us improve our websites and understand how effective our adverts are. In some case we use trusted third parties to collect this information for us but they only use the information for the purposes explained. By using our websites, you agree that we can place these types of cookies on your device.

Functionality – These cookies are used to provide services or remember settings to enhance your visit for example text size or other preferences. The information these cookies collect is anonymous and does not enable us to track your browsing activity on other websites. By using our websites, you agree that we can place these types of cookies on your device.

Targeting and advertising – These cookies are used by trusted third parties to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. Information contained in these cookies is anonymous and doesn't contain your personal information. To find out more about cookies used for targeting and advertising follow www.youronlinechoices.com and www.networkadvertising.org.

Managing cookies

If you'd prefer to restrict, block or delete cookies from Heathrow and our third party advertisers, or any other website, you can use your browser to do this. Each browser is different, so check the 'Help' menu of your particular browser to learn how to change your cookie preferences. If you choose to disable all cookies we cannot guarantee the performance of our websites and some features may not work as expected.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We keep our privacy notice under regular review and we will place any updates on this webpage. At the start of this privacy notice we will tell you when it was last updated.

How to contact us

Data Protection Manager
Heathrow Airport Holdings Limited
The Compass Centre
Nelson Road, Hounslow
Middlesex TW6 2GW 

This privacy notice does not provide exhaustive detail of all aspects of Heathrow's collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the contact address above.

List of Heathrow companies

  • Aberdeen International Airport Limited
  • LHR Airports Limited
  • Heathrow Enterprises Limited
  • Glasgow Airport Limited
  • Heathrow Airport Limited
  • Heathrow Express Operating Company Limited
  • Southampton International Airport Limite
Refunds

Shopping at the airport is even more enjoyable and convenient than ever before.

Shopping at the airport is even more enjoyable and convenient than ever before. You may be familiar with the wide selection of shops, fantastic range of products and outstanding value at Glasgow Airport. But did you know that as part of our commitment to providing world class customer service, we also offer a generous 60 day returns policy?

World Shopper Promise enables you to shop with total peace of mind knowing that if anything goes wrong with your purchase, or if you simply change your mind, you can return it and we'll guarantee a full refund*. You can also request, but we cannot guarantee, a replacement (for same), exchange (for different) or repair to the product.

How to return your goods

All goods returned under the World Shopper Promise must be received within 60 days of purchase, together with the proof of purchase.

Simply complete the a returns form and post together with your product and proof of purchase. Postage costs are not refundable unless your purchase is faulty, however courier charges are not refundable in any circumstance.

You don't need to worry about which airport shop you bought your purchase from, as all retailers at Glasgow Airport participate in the World Shopper Promise. You'll have plenty of time to complete your trip and check out your new items, as we're happy to refund goods received within 60 days of the purchase date.

See the terms and conditions below for further details and exclusions.

If you have any queries regarding our World Shopper Promise, please ask any airport retailer or call +44(0)17 8447 5509.

Terms and conditions

The Glasgow Airport World Shopper Promise is in addition to your statutory rights under Scottish Law. Any disputes will be resolved under the exclusive jurisdiction of the Scottish Courts. Glasgow Airport’s liability in relation to any claims is limited to the purchase price of the goods. Glasgow Airport does not accept responsibility for product liability claims on goods. Glasgow Airport will return faulty goods to the retailer on your behalf and will contact you to advise you where the goods have been sent and to give you the contact details of the retailer. You should then contact the retailer direct regarding the faulty goods.

Please note that the Glasgow Airport World Shopper Promise does not apply to and therefore no refunds, exchanges or otherwise are or will be available for, the following:

  1. goods which are not returned in the same condition as sold
  2. earrings (unless faulty)
  3. headphones and in-ear headphones (unless faulty)
  4. swimwear and underwear without the hygiene protection strip or labels attached (unless faulty)
  5. bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale
  6. any purchase and/or any upgrade carried out at Glasgow Airport of any mobile telephone and/or accessories
  7. any change in service provider made at Glasgow Airport
  8. airtime (time tracked by your service provider to determine your billing costs, including (without limitation) making/ receiving calls, SMS email and faxing) whether in connection with mobile phone purchases and/or upgrades or otherwise
  9. cover plans or insurance policies taken out to cover product breakdown, loss, damage, wear and tear, repair
  10. travel insurance policies.

Please note that this exclusion does not affect your statutory rights. Nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant retailer at the relevant airport.

If you have any comments concerning such contract you should make direct contact with the relevant retailer. Please note further that the Glasgow Airport World Shopper Promise does not apply to any cancellation fee or any other charge made if there is a termination or cancellation of a contract between you and the relevant retailer at the relevant airport and therefore no payment or otherwise will be made in respect of such cancellation fees or charges.

Glasgow Airport does not accept any responsibility for items posted but not received by Glasgow Airport.

If you request a refund under the Glasgow Airport World Shopper Promise, Glasgow Airport reserves the right to refuse such a request and/ or to require further information in relation to such request in order to establish the validity of the claim.

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