Data protection and privacy at Vy
We collect and process personal data about you who buy our services or use the Vy app, vy.no or vy.se. Here you can read about your rights, how we process the personal data, and how you can access the personal data we have about you.
When you use our services, the data controller is:
The Vy Group is a mobility group with a number of companies supplying various travel services, including rail and coach services. The companies in the Vy Group have a shared group customer register for best administration of customer relationships and coordination of service offerings from group companies. The companies in Vygruppen share responsibility for the processing of the information in the register.
Our privacy principles
- We process personal data lawfully, fairly and in a transparent manner.
- We only collect personal data that are relevant for our customer’s travel and relationship with us.
- We do not collect more personal data than necessary.
- The personal data we collect is up-to-date and accurate.
- The personal data we collect is erased when we no longer need it.
- The personal data we collect is treated confidentially.
- We never sell personal data to third parties.
- Our customers have a right of access to personal data linked to their customer relationship. Customers must be able to receive a copy of this data, and they can opt to have it erased from our systems if we do not need it for compliance with legal requirements, for example.
Processing personal data
When Vy sells its own products and services
Vygruppen AS sells and provides mobility services through its channels (including vy.no, vy.se and the Vy app), while also acting as a carrier for rail services on certain routes.
Vygruppen is otherwise made up of a number of other companies supplying various travel services, including rail and coach services, which are also sold via the Vygruppen AS channels.
When Vy provides products and services from other suppliers
We also provide services from other stakeholders and partners, including rail, coach and taxi companies, on vy.no, vy.se and in the Vy app.
When others provide Vy products and services
We may also receive data when a third party sells tickets for which Vy is the operator, for example Entur, travel agencies or other transport companies. In that case, we may process the data we receive as part of the partnership and that is necessary so that we can provide the service or communicate with regard to any discrepancies.
Right of access and data portability
You have the right to know if we process your personal data. If we process your personal data, you have the right to access information about the data we process and how we process such data. You also have a right to receive a copy of the data that we process.
If we process personal data based on consent that you have provided or in order to fulfil an agreement that we have made with you, you have the right to bring the personal data that you yourself have given to us: this is known as data portability.
Right to correction and deletion
You can request that we correct your personal data if the data is incomplete or incorrect. You can also request deletion of your Vy profile.
Right to restriction
You have the right to request that the processing of your personal information be restricted, for example if you believe the processing does not comply with applicable laws and regulations, or that the information is wrong.
Right to object and withdraw consent
You have the right to object to our processing of your data for direct marketing purposes.
You can also refuse to allow your personal data to be used for direct marketing by withdrawing your consent.
If we process your personal data based on legitimate interests, you can request that we no longer process your personal data unless our legitimate interests in such processing outweigh your interests.
If you have a Vy profile
If you do not have a Vy profile
If you travel with us without a Vy profile, you will be unable to use the Vy app or My Account at vy.no or vy.se to request access or change, delete or download your personal data.
Managing customer enquiries and complaints
We must process your personal data so that we can respond to enquiries from you as a customer by email, contact form, letter, chat, telephone or social media, e.g. enquiries about orders, amendments, complaints, feedback and refunds. This is necessary so that we can fulfil our agreement with you concerning the purchase of our services.
We also process your personal data so that we can automatically handle your refund and/or compensation cases. This is done so that we can offer faster handling of such cases as part of our fulfilment of the agreement that we have with you as a customer and our obligations in accordance with applicable regulations relating to passenger rights. As a customer, you have the right to request that any such cases are processed again or processed manually.
We also need to be able to check what you have done at vy.no, vy.se and in the Vy app in order to respond to enquiries relating to the services, for example as part of troubleshooting.
For this purpose, we use data such as your name, contact details, customer number, account number (for payment), payment information, case information and sales and travel history and how you use our products and services.
Improvements and troubleshooting
We are constantly working to improve our solutions. This includes troubleshooting and bug fixing. If you contact us to report a bug or to suggest improvements, we may collect your contact information and information about how you use our products and services. This processing is necessary for us to fulfil our agreement with you.
For this purpose, we use data such as your name, contact details, customer number, payment information, search, sales and travel history and how you use our products and services.
Development of new and existing services
We process personal data in order to identify demand for new products and services and improve existing products and services.
We have a legitimate interest in developing the companies’ products and services.
Additional services aimed at improving your customer experience
To give you a better customer experience, we have created simple add-on services that we hope will make travelling with us easier and more pleasant. For example, we offer internet access aboard our trains and coaches and entertainment via our rewards programme, Green Journey.
Separate terms and conditions are applicable to the use of these services. We do not process personal data beyond what is necessary to offer these services to our customers.
IT security
Vy works to protect you against unwanted or harmful use, cyber attacks, computer viruses and similar in our services. We do this through logging of servers and systems, access controls and firewalls, etc.
We have a legitimate interest in ensuring information and network security and in preventing fraud.
For this purpose, we use data about your device, such as
- browser type, version and settings
- information about your internet connection, such as your IP address
- overview of when, where and how you use our products and services
Camera surveillance
Recordings are deleted in accordance with automated deletion routines and are not retained beyond what is necessary for the purposes at all times and not for more than seven days. Video recordings may be retained for longer if there is specific suspicion that the law has been broken.
Our trains and coaches fitted with CCTV are labelled as such.
We companies have a legitimate interest in processing data in this way.
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Enquiries
You also have the right to complain about our processing of personal data to the The Swedish Data Protection Authority.
Help us improve
Updates to the privacy policy
We need to update our privacy policy as we develop new products and services. If we make major changes to our privacy policy, we may also contact you by email or other channels, for example, to notify you of the change(s).