Privacy Policy Italo Assistenza and Pronto Italo.

  • Pursuant to and for the effects of article 13 Regulation (EU) 2016/679 of the European Parliament and of the Counsil of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on free movement of such data, and repealing Directive 95/46/EC (“General Data Protection Regulation” or simply “Regulation” or “GDPR”), we inform you that ITALO - Nuovo Trasporto Viaggiatori S.p.A. (ITALO) collects and processes Your personal data in compliance with data protection law in force and, in any case, in accordance with the principles of confidentiality that our Company is inspired by.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • Italo will process the following categories of personal data provided by You when requesting assistance to our contact centers:
    - Personal Data such as, for example, name, surname, phone number, e-mail, customer loyalty code;
    - Data related to ticket you purchased, such as Passenger Name Record (PNR), date, time, departure station, arrival station, etc.;
    - Bank and/or payment details and, in case of invoice request, VAT number, business name, address, e-mail, recipient code for billing
    - If applicable, special category of personal data, such as data concerning health, related to accident on board our trains or when getting on/off the train;
    - Further Personal Data our contact center operators may become aware in providing pre and post-sales assistance services.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • Your Personal Data will be processed by Italo:
    a) to provide assistance related to, for example, changes to tickets purchased, invoice requests, issues concerning accumulation of loyalty points, personal account, technical anomalies, complaints, etc.;
    b) for ticket purchase or other services/products of Italo through our assistance channel “Pronto Italo”;
    c) for the purposes relating to the execution of the activities envisaged by Regulation (EU) no. 2007/1371 of the European Parliament and of the Council of 23 October 2007 concerning the rights and obligations of passengers in railway transport.

    With reference to the purposes specified in points a) and b), We inform You that the phone number with which you contacted us could be used to contact you in case of interruption of phone conversation due to technical anomalies.
    With reference to the purposes specified in point b) your personal data will be processed in accordance with the terms indicated in the privacy information notice referring to ticket purchase process, available at the website www.italotreno.it at https://www.italotreno.it/it/privacy-policy.

    We remind you that, with reference to the purposes specified in point a), b) and c), the provision of your personal data is mandatory.
    Your refusal and/or the provision of inaccurate and/or incomplete information would determine the impossibility to:
    - provide assistance requested by you;
    - proceed with the issuance of ticket or with the variations to the ticket itself;
    - execute the activities envisaged by Regulation (EU) no. 2007/1371 of the European Parliament and of the Council of 23 October 2007 concerning the rights and obligations of passengers in railway transport.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • In relation to the purposes indicated, Your personal data will be processed by suitable paper-based, electronic and/or Web-based instruments with logic strictly related to the aforesaid purposes and, in any case, such as to ensure data security and confidentiality.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • Your Personal Data may be communicated to any third party that provides ITALO services or instrumental services necessary to the purposes indicated in paragraph 2 above such as, but not limited to, parent companies, subsidiaries and/or affiliates; subjects, organizations and/or companies that manage and/or participate in the management and/or maintenance of the websites and the electronic and/or telematic tools used by ITALO.

    Your Personal Data may also be communicated to suppliers, contractors, subcontractors, banking and/or insurance companies, consultants who assist ITALO with particular reference to legal, tax, administrative, accounting, organizational issues; to police or judicial authorities in the context of investigations or judicial police investigations for the purpose of prevention, detection or repression of crimes; any other party to whom the Data must be communicated on the basis of a specific legal provision.

    Your Personal Data may be transferred abroad, in accordance with the provisions of current legislation, even in countries outside the European Union where the Company pursues its own interests. The transfer to no-EU countries, in addition to the cases in which this is guaranteed by the Commission's Adequacy Decisions, is carried out in such a way as to provide appropriate and guarantees in compliance with articles 46 or 47 or 49 of the GDPR.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • 5.1 Duration
    For the purposes a), b) and c) referred to in paragraph 2 “Purposes of Processing activities” of this information notice, your Personal Data will be processed only for the time strictly necessary to achieve the same purposes for which they are collected.

    5.2 Retention Period
    Your Data will be stored according the following criteria:
    - the Data processed for purposes related to the fulfillment of contractual and legal obligations with reference to letters a), b) and c) of paragraph 2 "Purposes of Processing activities" of this information notice, will be kept for a period of 10 years following your contact with our Contact Centers, unless the need for further conservation arises, to allow Italo to defend its rights.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • We would like to inform You that at every time You could exercise Your rights according to Article 7 and Articles 15-22 of GDPR 2016/679.
    To exercise Your rights, You can contact the Data Controller at privacy@ntvspa.it. To Your request, the Company will give You a feedback in accordance with the timing defined by the law.
    You have the right to:
    - revoke the consent previously given, without prejudice to the lawfulness of the processing based on consent before the revocation;
    - request from the Data Controller access to or rectification or erasure of personal data (“right to be forgotten”) or the restriction of processing concerning You or to object to processing;
    - obtain data portability;
    - lodge a complaint with the competent supervisory authority.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
  • The Data Controller is ITALO – Nuovo Trasporto Viaggiatori S.p.A., with registered office in Viale del Policlinico, no. 149/B, Rome, Italy, in the person of Legal Representative.
    Any request relating to the personal data processed by ITALO - Nuovo Trasporto Viaggiatori S.p.A. may be sent to the company’s registered office or to its email privacy@ntvspa.it.
    The updated list of Data Processors is made available by the Company and may be obtained upon a specific request submitted as detailed above.
    The Data Protection Officer’s contacts is dpo@ntvspa.it
    This privacy information notice could be updated. Italo invites You to periodically visit this page in order to know how Italo processes Your Data.
    Data Controller
    ITALO – Nuovo Trasporto Viaggiatori S.p.A.

    This is an English courtesy translation of the original documentation prepared in Italian language. Please consider that only the original version in italian language has legal value.
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