RusTrains.com (referred to as “we”, “us”, “our”, legally called “From Russia With Love, LLC”) is committed to protecting our customer privacy and takes its responsibility regarding the security of customer information very seriously. We will be clear and transparent about the information we are collecting and what we will do with that information.
This document describes how we use and process your personal information, it also explains to you how to contact us if you have questions about your personal data.
More specifically this Policy sets out the following:
What personal data we collect and process about you in connection with your relationship with us as a customer and through your use of our website and online services;
Where we obtain the data from;
What we do with that data;
How we store the data;
Where we transfer/disclose that data to;
How we deal with your data protection rights;
And how we comply with the data protection rules.
All personal data is collected and processed in accordance with Malta and EU data protection laws.
From Russia With Love, LLC is the “data controller” of all personal information that is collected and used on RusTrains.com website.
From Russia With Love, LLC is registered in Saint Kitts and Nevis corporate registry with registered office at Liverpool Row, Basseterre, Saint Kitts and Nevis.
You can always review your personal data that we store and you can request an overview of this data. To request a review please fill out the contact form that you can find below.
Personal data means any information relating to you which allows us to identify you, such as your name, contact details, booking reference number, payment details and information about your access to our website.
We may collect personal data from you when you book a ticket with us, create an account on our website, use our website, participate in a survey or competition, or when you contact us.
We collect your personal information when you make a reservation we ask you for the following information required for our fulfillment of service:
Name, home address, e-mail address, telephone number, passport or other recognized personal ID card numbers and details, credit/debit card or other payment details;
Passenger Information, which includes your name, nationality, date of birth, gender, passport or ID number, expiry date and country of issue.
Seat preferences and medical conditions for passengers who have special medical requirements and/or dietary requirements;
Travel history, including information related to your booking and services booked in connection with your trip.
We also collect your personal information when you get in touch with our customer service team through email, chat or phone, or reach out to us through other means (e.g. using social media), when you save your search results or register an account on our website and when you participate in our referral programs or sweepstakes.
When you visit our website we automatically collect certain information regardless if you book tickets or not. This includes your IP address, the date and time you accessed our services, the hardware, software or internet browser you use, and information about your computer’s operating system, like application versions and language settings. We also collect information about internet source of your visit and your use of our website, including pages visited, the length of time spent on each of the pages, the interaction with each of the pages, including but not limited to cursor movements and keystrokes, even if the typed character set was deleted before sending us or the information was not explicitly sent to us.Personal data that we receive from other sources
It’s not just the things you tell us, though – we might also receive information about you from other sources. These include independent third parties, and anything we get from them may be combined with information provided by you to us.
Further, we use third-party service providers for processing online payments and they may share your personal information with us so we can supply our service to you.
When you call us we receive metadata about your communication activities (e.g. where you called, who you are, the date and length of the call, etc.).
When you open our email we receive data indicating email open and click statistics.
We may receive information about you from our advertising partners, which enables us to deliver more relevant advertising. For example, we may target our advertising to particular regions or demographics.
For more information, please refer to the following section.
First and foremost, we use your personal data to issue your tickets and to provide you with Customer Service, which is the purpose of our company!
We provide our customers with service 24 hours a day, 7 days a week, 365 days a year. Sharing details relevant to your booking, such as reservation information, information about your user account or passenger names allows our team to respond to you when you need our help.
When you make a reservation or register on our website we use your name and email address to create a user account on our website, which enables you to manage your bookings, to take advantage of special offers, to make future bookings and to manage your personal settings.
We may use your email, telephone or social networks to send you emails, SMS or messages related to your reservation.
We may send you a reminder about Saved search if you have searched for tickets on our website and used a Save search functionality. This feature makes it easier for you to find the right train.
We may also send you other information related to your reservations, such as information that we feel could be useful to you in planning your trip or while traveling. Example of such information could be station address or boarding instructions.
We may send you important updates about service disruptions, strikes, rail works or security alerts.Marketing activities
We may use your personal information for our marketing activities, including sending news of travel-related products and services relevant to your ticket reservation. You can unsubscribe from these marketing communications quickly, easily and anytime by clicking the "Unsubscribe" link included in every newsletter.
We may show you individualized offers that we think might be interesting to you on third-party websites/apps (including social media websites) based on your personal information provided to us when you made a reservation or visited our website.
When you participate in other promotional activities (such as sweepstakes, referral programs or competitions), relevant information will be used to administer these promotions.
From time to time we may ask our customers to take part in our market research. We will explain how your personal data will be collected and used when we send you such invitation.Service reviews
We may ask you to review our services for us to be able to improve our products and to help other travelers to make educated choices. When we invite you to leave a review of our service, we will share your name, email address and booking confirmation with a reputable independent service provider. And, when you leave a review, it will be published on the website of that service provider and that provider will control the personal data related to your review.Fraud prevention
In order to create a trustworthy environment for you and your fellow travelers, we may use your personal data for detection and prevention of fraudulent activities. For example, we may ask you to provide us with a proof of identity or proof of your ownership of your debit or credit card.Product development and research
We may use personal data for analytical purposes. This is part of our mission to improve our services and enhance user experience, so we can use personal data of our users for resting purposes, troubleshooting, and improving the functionality and quality of our online travel services. Our main goal is to improve our our platform and websites. We usually use only pseudonymized data for such analytical purposes, but in some situations, such as trouble shooting, we may use data of specific users.Call monitoring
When you make calls to our Customer Service Team, we may use an automated telephone number detection system to connect your telephone number to your existing reservations – this can help save time for both you and our customer support team. Our team may ask you to undergo an authentication to ensure that your personal information is kept confidential.Quality control and training purposes
We may record conversations of our service team with you for the purposes of quality control and training. We may also use recorded conversations for handling claims and chargeback procedures with merchant service providers. All call records will be purged every once in a while, unless we have a legitimate interest to keep a recording for a longer period, e.g. for fraud investigation and legal purposes.Legal purposes
We may need to use your personal date for legal purposes, such as handling legal disputes, enforcing our Terms of Service, for complying with law enforcement agencies, for any regulatory investigations and compliance.
There may be circumstances when we share your personal data with third parties. First of all, we must share passenger information with rail carriers. This is essential to our service. Information that we are required to provide varies from carrier to carrier and can include, your name, contact details, passenger details of you and people who you book tickets for. For certain routes we book tickets through intermediary wholesale suppliers. We will must pass passenger information to them to fulfill your reservation.
We may use various service providers in the course of our work. When we share your personal data with third-party service providers we make sure that they are bound by confidentiality clauses and are not allowed to use your personal data for any purposes other than instructed by us.
We may share your data with payment service providers. Payment services providers process your online payments. In case of chargeback investigation we are required to share related personal information. This may be your booking confirmation, your IP address and any other information which may be asked for during chargeback investigation. We will only share your personal information if it is necessary for the investigation.
We will disclose your personal data to law enforcement agencies when it is required by law. We may also disclose your personal data to legal authorities to defend our rights or the rights of our business partners.
We use social media to promote our services, to communicate with you and to help you log in to your account on our websites faster.
We maintain social media accounts on Facebook and Google plus and we communicate with news and announcements about our service on those accounts.
We may use social networks to send you messages as part of our customer service work and commitment to speak to customers using channels that they prefer.
Whenever you sign up on our website with your social media account, your service provider may share information with us. Your social network will ask you which information will be shared. Such information may include your name, email and age.
When you click on Like or Share buttons on our websites we will share your personal information with related social media platforms, including Facebook and Google Plus, and those social media services may relate that information to your profile and they may share that information with other parties.
We have established comprehensive industry-grade procedures to prevent unauthorized access to, and the misuse of, personal data of our users. Our security procedures, technical and physical restrictions for accessing and using personal data on our servers, ensure that only authorized personnel is permitted to access the personal data of our clients and users.How does RusTrains.com treat personal data about children?
Children under 18 years (non-adults) are not permitted to book our services on their own. At least one of the passengers must be 18 years or older. We reserve the right to deny services booked by non-adults and to delete any corresponding personal information.
We also use pixel tags, which are tiny graphic images of just one pixel that can be delivered to your computer as part of a web page, in an advertisement, or in an HTML email message. Pixel tags help us understand user behaviour, email open statistics, which websites send traffic to us. They also help us work with cookies - to serve and to read them in your browser.
We also use tracking URLs to understand which websites and advertising channels and campaigns are bringing us traffic.
All these technologies are usually referred to as “cookies." The information that we collect using cookies is anonymous and not personally identifiable. It does not contain your name, address, telephone number, or email address.
enabling a service to recognise your device so you don’t have to give the same information several times during one task
recognising that you may already have given a username and password so you don’t need to do it for every web page requested
measuring how many people are using our services, so our customer service team is prepared to assist customers.
We use four types of cookies and we consider all of them essential for our operation. Most Internet browsers automatically accept cookies. However, you can edit settings in our browser to stop accepting cookies or to prompt you before accepting a cookie from the sites you visit. Use your browser's "Help" section for more details where to manage these settings, but be advised that if you decide not to accept our cookies, some of the features of our site may not be available.
Analytics cookies help us understand how visitors use our website. For instance, which pages visitors go to most often, which pages they visit, which pages they used to enter our website and which were the exit pages, which emails have been open and which links in emails have been clicked. This helps us to understand which pages are relevant to users and to improve our websites and our users experience. It also helps us to understand efficiency of advertising and communication.Functionality cookies
Functionality cookies make our website more useful for end user. You can select language or currency preferences once and functionality cookies will record it so you don’t have to choose it each time when you return to the website. You will need to login every time and you will not need to enter same routes that you have searched previously.Usability cookies
Usability cookies help us to improve your user experience by using third-party features such as maps and videos. They also make it easier for you to share our content with your friends by using Like buttons.Retargeting cookies
Retargeting cookies enable us to show you advertising messages that are relevant to you. For example, if you have search on our website for train tickets from Moscow to St.Petersburg, we may show you advertising for trains from Moscow to St.Petersburg.