Below, we explain how we handle the personal data we process within our services for Persons with Reduced Mobility (PRM). We explain the processing in the context of PRM services and when using PRM call points.

PRM service

Which personal data do we process?

In providing the PRM service, the following personal data may be processed:

• Contact details: title, initials, first and last name, telephone number, address details, date of birth and e-mail address.

• Assistance needs and support aids.

• Flight details, including:

  • Date and time of flight

  • Flight number

  • Aircraft seat number

  • Additional data, such as:

    • Onward flights from an outstation

    • Ticket number

    • Travel class

• Other information provided by the airlines

• Service data:

  • Creation date and time PAL/CAL/PSM (types of service)

  • PRM request creation date and time

  • Execution date and time PRM request

  • Process type (arriving, departing)

  • Start point PRM handling

  • Start time PRM processing

  • End point PRM handle

  • End time PRM handling

  • Source of notification

  • Absent

Notes or comments made during direct contact, for example, during communication via a callpoint, interaction with staff in the assistance waiting area, or during the provision of the assistance.

Why do we process your personal data? PRM services are provided at Eindhoven Airport in accordance with EC Regulation No 1107/2006 and the so-called interpretative guidelines. Based on this PRM regulation, Eindhoven Airport is obliged to provide assistance to persons with reduced mobility so that they are able to fly. In this context, Eindhoven Airport processes personal data on the basis of the GDPR legal basis 'legal obligation to comply with the PRM Regulation'. Eindhoven Airport processes health data on the basis of the exception ground 'substantial public interest under Union law (PRM Regulation)'.

In addition, Eindhoven Airport performs analyses based on data processed by Eindhoven Airport during PRM service provision. The following data will not be processed for analysis purposes:

• the directly identifiable personal data, such as the passenger's name; and

• the special categories of personal data, such as the data that state something about the assistance required.

These analyses take place in order to improve the PRM service. Eindhoven Airport has a legitimate interest to do so.

The PRM service results in all passengers being able to use the airport and reach and/or leave their aircraft safely and on time via this route. Eindhoven Airport's interest is that it wants its airport to be as accessible as possible so that every passenger is able to travel via this route. These interests are societal in nature. Eindhoven Airport does not pursue a commercial goal when offering PRM services.

How long do we retain your details? Personal data processed by Eindhoven Airport in the performance of the PRM service will be retained for up to 6 months to deal with (possible) passenger complaints.

Who do we share your data with? The PRM service is outsourced to a third party Viggo Eindhoven Airport B.V. ("Viggo"). Viggo is a processor within the meaning of the GDPR. With Eindhoven Airport's consent, Viggo uses the following sub-processor, which processes personal data on behalf of Viggo:

• SITA: This company provides the global messaging infrastructure platform within the aviation sector, including in the area of PRM services on behalf of Eindhoven Airport, Viggo and airlines, among others.

• Bird B.V.: this company facilitates the SMS messages service.

The airlines are involved in the PRM service, but have no access to the personal data that Eindhoven Airport (actually Viggo) processes in this context.

Do we process your personal data outside the European Economic Area? The PRM service can be used by anyone who meets the definition of someone with reduced mobility as stated in the PRM Regulation. This makes the PRM service provided by Eindhoven Airport international in character.

At its core, the PRM service provides assistance to data subjects carried out in the Netherlands (Eindhoven Airport). It is possible that the data processing extends beyond the Netherlands itself. This is the case, for example, when a passenger residing abroad contacts Eindhoven Airport directly about the desired PRM service. It may also be the case that Eindhoven Airport receives, through the airline, personal data from passengers who are not in the Netherlands at that time. No transfers of personal data take place by or to Eindhoven Airport's data processors outside the European Economic Area (EEA).

PRM call point

Which personal data do we process? When the passenger uses the PRM call point, a direct connection is established between the passenger and an Viggo staff member (the third party responsible for providing PRM services). This enables Eindhoven Airport to deliver the best possible service by utilizing the following features:

• Audio Function During the use of the PRM call point, the conversation (and thereby the passenger's voice) is shared in real-time with an Viggo staff member.

• Video Function The video connection ensures that an image of the passenger is shared with an Viggo staff member, while bystanders are not recognizable on screen due to the blur function

Why do we process your personal data?

• Audio Function To enable verbal communication. This is especially useful in situations where rapid interaction is required, and textual communication would be too slow or impractical.

• Video Function To provide a visual representation of the passenger requiring assistance. This allows the staff member to better identify (and relay) which passenger needs support, improving the quality of the assistance provided.

Specifically for the PRM call point, a legal basis can be found in the obligation set out in Article 7, paragraph 3, of the PRM Regulation. Eindhoven Airport is required to make all reasonable efforts to assist PRM passengers without a reservation. This service is best provided through the PRM call point, as it is the most effective way to clearly identify the needs of the PRM passenger and take appropriate action based on this information.

How long do we retain your details? The PRM call point only establishes a connection when you make a call. Images and audio are shared in real-time (live) with the Viggo staff member and are not stored.

Who do we share your data with? We do not share your personal data with third parties other than Viggo.

Do we process your personal data outside the European Economic Area? PRM services can be used by anyone who meets the definition of a person with reduced mobility as specified in the PRM Regulation. This means that the PRM services provided by Eindhoven Airport are international in nature.

PRM services essentially involve providing assistance to those concerned in the Netherlands (Eindhoven Airport). It is possible that data processing extends beyond the Netherlands. This is the case, for example, if a traveler staying abroad contacts Eindhoven Airport directly about the desired PRM services. It is also possible that Eindhoven Airport receives personal data from the airline about travelers who are not yet in the Netherlands at that time.

No personal data is transferred by or to (sub)processors of Eindhoven Airport outside the European Economic Area (EEA).

Who is the controller? Eindhoven Airport N.V.