Privacy policy

I. Privacy policy for our website

1. Name and contact of the responsible person pursuant to Art. 4 para. 7 GDPR

Company: Deutsche Lufthansa AG
Address: Venloer Straße 151-153, 50672 Cologne, Germany
E-mail: datenschutz@dlh.de

Data Protection Officer
The Data Protection Officer can be contacted at the above address and at datenschutz@dlh.de.

Please send a request for information to:
Deutsche Lufthansa AG
Datenauskunft
FRA CJ/D
60546 Frankfurt

or by e-mail to:
​datenauskunft@dlh.de

If you contact us by e-mail, the communication will be unencrypted.
2. Scope and purpose of the processing of personal data

When this website is viewed, data is automatically sent to the server of this website by the internet browser used by the visitor and stored in a log file for a limited period of time. Until automatic deletion, the following data is stored without further input by the visitor:
  • IP address of the visitor‘s terminal device,
  • date and time of access by the visitor
  • name and URL of the page accessed by the visitor,
  • website from which the visitor accessed our website (so-called referrer URL),
  • browser and operating system of the visitor‘s terminal device as well as the name of the access provider used by the visitor.
The processing of this personal data is justified according to Art. 6 para. 1 sentence 1. letter f) GDPR. Lufthansa has a legitimate interest in processing data for the purpose of,
  • to establish the connection to our website quickly,
  • to enable a user-friendly application of the website,
  • to recognise and guarantee the security and stability of the systems, and
  • to facilitate and improve the administration of the website.
3. Disclosure of data

Personal data is transferred to third parties if
  • the data subject has expressly consented to this in accordance with Art. 6 para. 1 sent. 1 letter a) GDPR,
  • the transfer is necessary for the assertion, exercise or defence of legal claims pursuant to Art. 6 para. 1 sentence 1 letter f) GDPR and there is no reason to assume that the data subject has an overriding legitimate interest in the non-disclosure of his/her data,
  • the transfer of data is required by law pursuant to Art. 6 para. 1 sent. 1 lit. c) GDPR a legal obligation exists, and/or
  • this is necessary for the fulfilment of a contractual relationship with the data subject pursuant to Art. 6 para. 1 sent. 1 letter b) GDPR.
In other cases, personal data will not be disclosed to third parties.
4. Cookies

So-called cookies are used on the website. These are data packets that are exchanged between the website server and the visitor‘s browser. These are stored by the respective devices used (PC, notebook, tablet, smartphone, etc.) when visiting the website. In this respect, cookies cannot cause any damage to the devices used. In particular, they do not contain viruses or other malware. Information is stored in the cookies that arises in connection with the specific end device used. Lufthansa can therefore in no way gain direct knowledge of the identity of the visitor to the website.

Cookies are mostly accepted according to the basic settings of the browsers. The browser settings can be configured in such a way that cookies are either not accepted on the devices used or that a special notice is given in each case before a new cookie is created. However, it should be noted that deactivating cookies may mean that not all functions of the website can be used in the best possible way.

The use of cookies serves to make the use of our website more comfortable. For example, session cookies can be used to track whether the visitor has already visited individual pages of the website. After leaving the website, these session cookies are automatically deleted.

Temporary cookies are used to improve user-friendliness. They are stored on the visitor‘s device for a temporary period of time. When the website is visited again, it is automatically recognised that the visitor has already called up the page at an earlier time and which entries and settings were made in order not to have to repeat them.

Cookies are also used to analyse website visits for statistical purposes and for the purpose of improving the website. These cookies make it possible to automatically recognise on a new visit that the website has already been called up by the visitor before. In this case, the cookies are automatically deleted after a specified period of time.

The data processed by cookies are justified for the above-mentioned purposes in order to protect Lufthansa‘s legitimate interests according to Art. 6 (1) sent. 1 letter f) GDPR.
5. Google Analytics

(1) This website uses Google Analytics, a web analytics service provided by Google, Inc. („Google“). Google Analytics uses „cookies“, which are text files placed on your computer, to help the website analyse how users use the site. The information generated by the cookie about your use of this website is usually transmitted to a Google server in the USA and stored there. In the event that IP anonymisation is activated on this website, however, your IP address will be truncated beforehand by Google within member states of the European Union or in other contracting states to the Agreement on the European Economic Area. Only in exceptional cases will the full IP address be transmitted to a Google server in the USA and shortened there. On behalf of the operator of this website, Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity and providing other services relating to website activity and internet usage to the website operator.

(2) The IP address transmitted by your browser as part of Google Analytics will not be merged with other Google data.

(3) You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. You can also prevent the collection of data generated by the cookie and related to your use of the website (including your IP address) by Google and the processing of this data by Google by downloading and installing the browser plug-in available at the following link: http://tools.google.com/dlpage/gaoptout?hl=en.

(4) This website uses Google Analytics with the extension „_anonymizeIp()“. This means that IP addresses are processed in a shortened form, which means that personal references can be ruled out. If the data collected about you is related to a person, this is immediately excluded and the personal data is deleted immediately.

(5) We use Google Analytics to analyse and regularly improve the use of our website. The statistics obtained enable us to improve our offer and make it more interesting for you as a user. For the exceptional cases in which personal data is transferred to the USA, Google has submitted to the EU-US Privacy Shield, https://www.privacyshield.gov/EU-US-Framework. The legal basis for the use of Google Analytics is Art. 6 para. 1 p. 1 lit. f GDPR.

(6) Information of the third party provider: Google Dublin, Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland, Fax: +353 (1) 436 1001.

Terms of use: https://policies.google.com/terms?hl=en
Privacy policy: https://policies.google.com/privacy?hl=en

(7) This website also uses Google Analytics for cross-device analysis of visitor flows, which is carried out via a user ID. You can deactivate the cross-device analysis of your usage in your customer account under „My data“, „Personal data“.
6. Your rights as a data subject

Insofar as your personal data is processed on the occasion of your visit to our website, you are entitled to the following rights as a „data subject“ within the meaning of the GDPR:
6.1 Information

Insofar as your personal data is processed on the occasion of your visit to our website, you are entitled to the following rights as a „data subject“ within the meaning of the GDPR: You may request information from us as to whether we are processing your personal data. There is no right to information if the provision of the requested information would violate the duty of confidentiality pursuant to Section 57 (1) StBerG or if the information must be kept secret for other reasons, in particular due to an overriding legitimate interest of a third party. Notwithstanding this, there may be an obligation to provide the information if, in particular taking into account imminent damage, your interests outweigh the interest in secrecy. The right to information is also excluded if the data is only stored because it may not be deleted due to legal or statutory retention periods or exclusively serves the purposes of data security or data protection control, provided that the provision of information would require a disproportionately high effort and the processing for other purposes is excluded by appropriate technical and organisational measures. Provided that the right to information is not excluded in your case and your personal data is processed by us, you can request information from us about the following:
  • purposes of the processing,
  • categories of personal data processed by you,
  • recipients or categories of recipients to whom your personal data are disclosed, in particular in the case of recipients in third countries,
  • if possible, the planned duration for which your personal data will be stored or, if this is not possible, the criteria for determining the storage period,
  • the existence of a right to rectify, erase or restrict the processing of personal data concerning you or a right to object to such processing,
  • the existence of a right of appeal to a data protection supervisory authority,
  • if the personal data have not been collected from you as the data subject, the available information on the origin of the data,
  • the existence of automated decision-making, including profiling, and meaningful information about the logic involved and the scope and intended effects of automated decision-making,
  • in the case of transfer to recipients in third countries, unless there is a decision by the EU Commission on the adequacy of the level of protection pursuant to Article 45 (3) of the GDPR, information on what appropriate safeguards are provided for the protection of personal data pursuant to Article 46 (2) of the GDPR.
6.2 Correction and completion

If you discover that we have inaccurate personal data about you, you may request that we correct this inaccurate data without delay. If your personal data is incomplete, you can request that it be completed.
6.3 Deletion

You have a right to erasure („right to be forgotten“) unless processing is necessary for the exercise of the right to freedom of expression, the right to information or for compliance with a legal obligation or for the performance of a task carried out in the public interest and one of the following grounds applies:
  • The personal data are no longer necessary for the purposes for which they were processed.
  • The justification for the processing was solely your consent, which you have withdrawn.
  • You have objected to the processing of your personal data which we have made public.
  • You have objected to the processing of personal data that we have not made public and there are no overriding legitimate grounds for the processing.
  • Your personal data has been processed unlawfully.
  • The erasure of the personal data is necessary for compliance with a legal obligation to which we are subject.
There is no entitlement to deletion if, in the case of lawful non-automated data processing, deletion is not possible or only possible with disproportionate effort due to the special nature of the storage and your interest in deletion is low. In this case, the restriction of processing takes the place of deletion.
6.4 Restriction of processing

You may request us to restrict processing if one of the following reasons applies:
  • You dispute the accuracy of the personal data. In this case, the restriction can be requested for the period of time that allows us to check the accuracy of the data.
  • The processing is unlawful and you request the restriction of the use of your personal data instead of erasure.
  • Your personal data is no longer required by us for the purposes of processing but you need it for the assertion, exercise or defence of legal claims.
  • You have lodged an objection pursuant to Art. 21 (1) GDPR. The restriction of processing can be requested as long as it has not yet been determined whether our legitimate reasons outweigh your reasons.
Restriction of processing means that the personal data will only be processed with your consent or for the establishment, exercise or defence of legal claims or for the protection of the rights of another natural or legal person or for reasons of substantial public interest. Before we lift the restriction, we have a duty to inform you.
6.5 Data portability

You have the right to data portability if the processing is based on your consent (Art. 6 (1), first sentence, letter a) or Art. 9 (2), letter a) of the GDPR) or on a contract to which you are a party and the processing is carried out with the help of automated procedures. The right to data portability in this case includes the following rights, provided that this does not affect the rights and freedoms of other persons:

You may request us to provide you with the personal data you have provided to us in a structured, commonly used and machine-readable format. You have the right to transfer this data to another controller without hindrance on our part. Where technically feasible, you may request that we transfer your personal data directly to another controller.
6.6 Objection

Insofar as the processing is based on Article 6 (1), first sentence, letter e) of the GDPR (performance of a task in the public interest or in the exercise of official authority) or on Article 6 (1), first sentence, letter f) of the GDPR (legitimate interest of the controller or a third party), you have the right to object to the processing of personal data relating to you at any time on grounds relating to your particular situation. This also applies to profiling based on Art. 6 (1) sentence 1 e) or f) GDPR. After exercising the right to object, we will no longer process your personal data unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing serves to assert, exercise or defend legal claims.

You may object at any time to the processing of personal data concerning you for direct marketing purposes. This also applies to profiling associated with such direct marketing. After exercising this right of objection, we will no longer use the personal data concerned for direct marketing purposes.

You have the possibility to inform us of your objection informally by telephone, by e-mail or to our postal address listed at the beginning of this data protection declaration.
6.7 Withdrawal of consent

You have the right to withdraw your consent at any time with effect for the future. The withdrawal of consent can be communicated informally by e-mail or to our postal address.

The revocation does not affect the lawfulness of the data processing that took place on the basis of the consent until receipt of the revocation. After receipt of the revocation, the data processing, which was based exclusively on your consent, will be discontinued.
6.8 Complaint

If you consider that the processing of personal data concerning you is unlawful, you have the right to lodge a complaint with a supervisory authority pursuant to Art. 77 GDPR in conjunction with section 19 BDSG, you have the right to lodge a complaint with a supervisory authority. The supervisory authority responsible for Lufthansa is:

The Officer for Data Protection and Freedom of Information of the State of Hesse
Postfach 3163
65021 Wiesbaden
II. Privacy policy for our customers

1. Name and contact of the responsible person pursuant to Art. 4 para. 7 GDPR

Company: Deutsche Lufthansa AG
Address: Venloer Straße 151-153, 50672 Cologne, Germany
E-mail: datenschutz@dlh.de

Data Protection Officer
The Data Protection Officer can be contacted at the above address and at datenschutz@dlh.de.

Please send a request for information to:
Deutsche Lufthansa AG
Datenauskunft
FRA CJ/D
60546 Frankfurt

or by e-mail to:
​datenauskunft@dlh.de

If you contact us by e-mail, the communication will be unencrypted.
2. We process the following personal data:
  • Name
  • Address
  • Contact data of contact persons in the company (first name, last name)
  • Communication data (telephone number, mobile number, e-mail address, fax number)
  • Customer number as well as order and delivery data for the purpose of initiation
  • Order and contract data
  • Billing and payment data (bank details)
3. We process personal data
  • for the fulfilment of the business purpose such as pre-contractual measures (e.g. for the preparation of offers, processing of enquiries)
  • to fulfil contractual obligations (order, order and payment processing, invoicing)
  • to deliver services (Art. 6 para. 1 lit. b GDPR)
  • to maintain business contact and to inform the business partner
  • for processing (e.g. due to tax law requirements), (Art. 6 para. 1 lit. c GDPR).
4. The legal bases for data processing are:

The stored data was collected within the framework of our contractual relationship and for the initiation of contracts as well as individual orders, or it arose within the framework of the business relationship and initiation of business. The data is stored for the fulfilment and processing of the orders placed with us as well as the documentation and archiving obligations under commercial and tax law. The collection also takes place from entries in the ERP system, signatures from e-mail and documents. In this respect, the processing of your data takes place on the basis of Article 6 Paragraph 1, lit. b,c,f GDPR.
5. The transmission of personal data to third parties only takes place on your behalf and with your consent.

We pass on personal data to the following recipients within the framework of the business relationship:

Public bodies that receive data on the basis of statutory regulations:
Financial authorities

Internal units involved in the execution of the respective business processes:
Management, Accounting, Marketing, Sales and IT

External contractors (service companies) in accordance with Art. 28 GDPR to handle the processing of data on our behalf:
IT service provider

Group-affiliated companies or other external bodies for the fulfilment of the above-mentioned purposes, insofar as the data subject has declared his or her written consent, this is necessary for the fulfilment of the contract or a transfer is permissible for predominant legitimate interest:
Suppliers for direct delivery, Tax consultants and auditors, Lawyers
6. Data transfer to third countries (countries outside the European Economic Area - EEA)

Data is only transferred to third countries (countries outside the European Economic Area - EEA) if this is necessary for the execution of the business relationship (e.g. payment orders) or if you have given us your consent or if this is otherwise legally permissible.

In this case, we take measures to ensure the protection of your data, for example through contractual regulations. We only transfer data to recipients who ensure the protection of your data in accordance with the provisions of the GDPR for transfers to third countries (Art. 44 to 49 GDPR).
7. Personal data

We store the personal data for the duration of the statutory retention periods. As a rule, this is 10 years plus a waiting period of a further 4 years to cover cases of possible expiry suspension. After 14 years, we check whether there are reasons for further storage.
8. Your rights as a data subject
  • Right to information according to Art. 15 GDPR
  • Right to rectification according to Art. 16 GDPR
  • Right to erasure („being forgotten“) according to Art. 17 GDPR
  • Right to restriction of processing according to Art. 18 GDPR
  • Right to transfer your data in a structured, common and machine-readable format according to Art. 20 GDPR
Insofar as we carry out processing for certain purposes of your personal data on the basis of your consent, you have the right to revoke your consent at any time in accordance with Art. 7 (3) GDPR. Upon receipt of your revocation, we will stop processing data for the purposes for which you gave us your consent. The lawfulness of the processing prior to receipt of your revocation remains unaffected.

Right to object: If we process your personal data for the protection of legitimate interests within the meaning of Art. 6 (1) subparagraph 1 letter f GDPR, you have the right to object to this processing on grounds relating to your particular situation in accordance with Art. 21 (1) GDPR. You may object to processing for direct marketing purposes at any time without giving reasons pursuant to Art. 21 (2) GDPR. To exercise your right to object, simply send us an informal message (e.g. by e-mail to datenauskunft@dlh.de) stating which data processing you object to.

In addition, you have the right to lodge a complaint with a supervisory authority pursuant to Art. 77 GDPR in conjunction with section 19 BDSG, you have the right to lodge a complaint with a supervisory authority. The supervisory authority responsible for Lufthansa is:

The Officer for Data Protection and Freedom of Information of the State of Hesse
Postfach 3163
65021 Wiesbaden