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 (“website”) and the Lufthansa app. 

Any mention of Lufthansa Group airlines below refers to the Lufthansa, SWISS International Airlines AG, Austrian Airlines AG and Eurowings GmbH airlines. The Lufthansa Group comprises the Lufthansa Group airlines and the other companies that make up the Lufthansa Group. 

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 (you can find more information about what happens when you receive our newsletter here)
- for receiving and processing specific information and offers from Lufthansa and partner companies as part of the sweepstakes
- for analytical purposes so that we can optimise our offering for you. More information about how we process data can be found here)

Consent may be withdrawn at any time.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.

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. 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. 

You can adjust your personal settings here.


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), DoubleClick (Floodlight)), Facebook.
The same contractors deliver usage-based online advertising.



The tracking and remarketing tools used fall under different categories: 

Google Adwords remarketing – Personalisation category
DoubleClick Floodlight (conversion) – Statistics category
DoubleClick Floodlight (remarketing) – Personalisation category
DoubleClick Search – Statistics category

Further information and explanations regarding the Google products used are available herePlease note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies..


The following systems are also used on the website: 

Under the Operational necessity category:

Webtrends 

The Webtrends web analytics tool is used for access tracking. Cookies are used for the tracking and the access data are collected in pseudonymised form so that there is no possibility of linking them with a user. In particular, this is achieved through IP address pseudonymisation. In the case of customers using a login, data are also merged with profile data. 

Tealium 
Tealium IQ is a tag management system used to load tracking pixels from third-party providers onto the website. Tealium uses a cookie to collect some non-personal data in order to optimise loading of the tracking pixels. This cookie expires after 12 months. 
The Tealium cookie stores the following information: 
- Timestamp of the website visit 
- ID for the page access
- ID for the visitor
- ID for the session

Exactag 
Exactag GmbH collects and stores data on this website and its sub-pages for marketing and optimisation purposes. Pseudonymised usage profiles are created from these data. Cookies and a technology called Fingerprint are used for this. The Fingerprint technology stores the browser’s environment variables in a database without storing distinct user-related data such as IP addresses. The cookies and/or Fingerprint allow the browser to be remembered. 

Social media features

We offer social network functionality in various parts of our website and on the Lufthansa app. These include: 
- sharing and recommendation features for Lufthansa content (e.g. share and like buttons)

We give you the opportunity to share and recommend your content in social networks in our online offerings. If you visit our website and use the recommendation features, we pass on the URL to the social network you select. 
We recommend that you read the privacy information of the respective social networks carefully. 

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. A letter is a way to communicate with us. There are also other ways to reach us, such as by telephone, email, fax and the Lufthansa app.

The entire Lufthansa privacy information can be found here