Privacy

It is very important to us to handle the personal data of our travelers carefully. In our privacy statements, you can read how we process personal data and what we use it for.

Who are we?

U-OV is operationally managed by the organizations: Keolis Netherlands and Transdev Netherlands.

Keolis Netherlands provides public transport in Almere, Utrecht, and on the train routes Amersfoort Central - Ede-Wageningen, Zwolle-Enschede, and Zwolle-Kampen. We do this with about 1,100 employees, 450 buses, and 23 trains.
Transdev Netherlands Holding N.V. (Transdev) is one of the largest mobility companies in the Netherlands. From buses, trains, and taxis to ambulances and even self-driving shuttles, you find our vehicles throughout the country. We operate through various companies and well-known brands such as Connexxion, Hermes, and Witte Kruis.

This privacy statement explains:

What personal data of yours is processed when you use U-OV services.
For what purpose these data are processed.
What rights you have regarding this processing.

U-OV is public transport in the province of Utrecht. With our buses and trams, you travel quickly, comfortably, and reliably. Whether you go to work, study, or plan a day out: U-OV takes you where you need to be. Thanks to good connections to trains, bikes, P+R, and shared transport, your travel is always well arranged.

Traveling in the province of Utrecht: easy and affordable

Every day, over 170,000 travelers use U-OV. With dozens of network lines and thousands of trips daily, U-OV is an important part of mobility in Utrecht. We drive through cities, villages, and small communities so everyone can participate. Our drivers and employees ensure a safe and welcoming journey. Public transport in Utrecht is more than a ride from A to B. U-OV makes traveling pleasant and affordable. We offer clear travel information, smart travel products, and handy digital services. So you always know what to expect.

Sustainable transport for a growing province

U-OV is working towards a green and healthy transport network. We are deploying more electric buses and investing in sustainable infrastructure. This reduces emissions and improves the living environment. We also make public transport in Utrecht accessible to everyone, with comfortable vehicles and clear information.

Collaboration

U-OV is a partnership with the province of Utrecht, where Transdev and Keolis provide transport under the U-OV brand name. U-OV plays an important role in making work, education, culture, and recreation accessible. New residential areas and business parks are also well connected.

U-OV: connected with the region

In a province with a growing population and busy cities, public transport is indispensable. U-OV connects people, places, and opportunities. With reliable buses and trams, smart transfer points, and a recognizable appearance, U-OV is the transport brand of Utrecht. Want to know more about traveling with U-OV? Check our timetable, fares, and travel products. This way, you are well prepared for your next public transport trip in Utrecht.

Two carriers provide public transport (PT) and demand-responsive transport (U-Flex) under the U-OV brand. The privacy statements of both carriers can be found here:

When does U-OV process personal data?

This privacy statement applies to all personal data that U-OV processes about you. Below are the most common situations where we process your data:

To execute the transport agreement and its financial settlement, e.g., when purchasing our products and subscriptions;
For contact you have with U-OV via phone, email, chat, app, social media, contact form, surveys, contests or (panel) research, or when you use one of the ‘My Transdev environments’;
If you have given permission to receive information about (new) U-OV products and/or services. You can withdraw your consent anytime using the unsubscribe link in every newsletter or email;
For handling and returning lost items;
For handling questions and complaints about U-OV and resolving any disputes between you and U-OV;

To provide the best service, Keolis and Transdev collaborate on customer service, marketing, and travel product sales. For this reason, both organizations collect data in the U-OV customer database. This means you may receive information from U-OV.

What personal data do we process?

When you use one of our services, we ask for your personal data. U-OV mainly processes general personal data, such as name, contact information, and date of birth.

For personal data we collect via the U-OV.nl website, marketing actions, and newsletter subscriptions, this privacy statement applies additionally. U-OV uses personal data to provide the following services: With your consent, we use your data to inform you by email about our services and products. You can stop receiving this information by unsubscribing via the link at the bottom of our newsletters. When you respond to an action, survey, or contest, we ask for your name, address, and/or email. We use this data to execute the action, announce winners, and measure marketing response. In some cases, we also need address data to send requested information and/or ordered products. We also register which actions you participate in, travel rights you purchase, regions you want information about, and other data you share with us (upon request). Additionally, your name and contact details may be requested when you contact the carriers' customer service, so we can assist you properly.

Why do we process your personal data?

We collect and process personal data for different purposes related to our services:

Reserving U-Flex
To send your e-ticket via the U-OV app and later send a survey;
To send you targeted offers and news about our services, like timetable info or subscriptions, if you consented to receive the newsletter;
When you contact U-OV, whether by phone, email, online, or social media, with questions or comments. These are stored to monitor response progress;
For internal analysis to improve processes via surveys, data analysis, and info about your experience with our products and actions;
To distribute communications;
To carry out (automated) mailings for personal offers, such as a birthday surprise if your birth date is known;
Your data are used to improve quality and handle any complaints.

What data are processed when you choose to receive the newsletter?

Email address
Date of birth
Number of opened emails and clicks within emails

Legal basis: Consent on newsletter opt-in
Retention period: As long as you want to receive the newsletter. To stop, withdraw consent via the unsubscribe link at the bottom of each newsletter or contact customer service.

Marketing actions

To better inform you as a U-OV traveler about our services and build a good relationship, we conduct various marketing activities like sending mailings. We reach you via email, social media, and other media. Ads on our and third-party websites are also marketing channels. Sometimes we need data that help us understand your preferences and interests. Our marketing aims to provide you with relevant info and offers to maintain or improve your satisfaction with our services.

Legal basis: Legitimate interest
Retention: When you withdraw consent, unsubscribe from commercial messages, or object to data use, all data will be deleted as soon as possible.

Analyses

What data are processed for analyses?

Aggregated or pseudonymized data are used for analyses. This data provides insights into (successful) marketing actions, travel experience, interests, trend detection, aimed at improving U-OV products and services.

Legal basis: Legitimate interest
Retention: We do not keep data longer than necessary for processing purposes, unless legally required otherwise.

U-Flex

What data are processed when ordering U-Flex

Name, address, postal code, city
Date of birth
Email address
OV-Chipcard number / OV Pay customer account (if applicable)
Bank details (if automatic debit/iDeal)

Legal basis: Concluding and executing the agreement for the ordered trip.

Retention periods

We do not retain your personal data longer than necessary unless a statutory longer retention period applies.

Data Security

We have implemented appropriate technical and organizational security measures to protect personal data against loss or any other form of unlawful processing.

Your rights under Privacy Legislation

You can request the following from U-OV:

Right of access: to know what data U-OV processes about you, you can request an overview.
Right to erasure: you can ask U-OV to remove your data from their records, under certain conditions.
Rectification: if your data used by U-OV is incorrect or incomplete, you can request corrections via customer service.
Data portability: you can request to transfer your personal data to another party.
Restriction of processing: you can ask to temporarily stop the processing of your data.
Right to object: in some cases, you may object to (continued) data processing, e.g., for personal reasons.

The above rights are not absolute. We assess your requests according to the General Data Protection Regulation. U-OV will respond within one month after receiving your request. Use the form on this page: Privacy & Information Security.

If you believe we have not acted correctly regarding your comment or complaint, you can contact the Data Protection Officer of Keolis Netherlands and/or Transdev Netherlands.

Keolis: privacy@keolis.nl
Transdev: fg@transdev.nl
You can also file a complaint with the Dutch Data Protection Authority via www.autoriteitpersoonsgegevens.nl.

Changes

The U-OV partners reserve the right to make changes to this privacy statement as needed. It is recommended to consult this privacy statement regularly. However, changes will never conflict with the requirements set in the General Data Protection Regulation (GDPR).