No

Purpose

Detailed purpose and scenario description

Categories of Personal Data

Legal Basis

1.           

Account registration

We will use the information you provide to manage your Trip.com account and provide you with practical features. You can use your account for various operations, such as managing bookings, adjusting personal settings, checking past bookings, evaluating orders, and managing payments, etc.

When creating an account via email: email and password.

When creating an account via phone number: phone number and password.

(altogether “Account Registration Information”)

It is necessary for us to process your personal data to perform our contract with you, or to take steps at your request prior to entering into a contract with you.

2.          

Account management

You can maintain and update your personal data in your profile, which are optional, and you may delete them anytime you want.

You may also add frequently used passenger information in your account.

Your details (optional): name, display name, gender, date of birth, country or region, city of residence, frequently visited cities.

Frequently used passenger information (optional): name, country or region, date of birth, gender, ID Card number and expiry date

Card information (optional): credit/debit card number, cardholder name, expiry date.

(altogether “Account Information”)

We also have a legitimate interest in managing our business and providing you with our Services.

3.          

Reservation management

We will use your personal data to complete and manage your online booking. In addition, we will provide you with related products and services through affiliates, business partners, and third parties.

If you provide personal data of minors under 18 when booking flight tickets, train tickets, applying for minor’s SOS services, or reserving family rooms, please ensure that you have obtained the consent of the minor's guardian in accordance with applicable laws. Please note that train/flight tickets for minors can only be booked together with tickets for adults.

For all: reservation information, name, mobile phone number, email address.

For reservations with payment conducted via Trip.com: payment details (i.e., credit/debit card number, cardholder name, expiry date, CVV2).

For flight tickets: date of birth, nationality, gender; passport number (if applicable), expiration date (if applicable), mileage membership number (optional), passport photo (if applicable), KTN number.

For train tickets in Korea: date of birth, nationality;

For train tickets in Mainland China: ID type, ID number, expiration date, date of birth.

For flight and hotel reservations: date of birth, nationality, gender, passport number (if applicable), expiration date (if applicable), mileage membership number (optional), passport photo (if applicable), KTN number.

For car rentals: driver’s name, age range, mobile phone number, email, driver’s license issuing country/region, flight number.

For bus/cruise reservations (if applicable): passport number, expiration date, country, gender, date of birth.

For e-visa reservations: passport number, expiration date, country, gender.

For SIM card purchase: delivery address. For hotel reservations (if applicable): passport number, date of birth, gender, as required by the hotel.

For tour reservations: departure point, number of people, departure time.

For pick-up / drop-off service: pick-up point, destination, social media account (e.g. WhatsApp, Skype, Line, WeChat) (optional).

(altogether “Reservation Information”).

It is necessary for us to process your personal data in order to perform our contract with you, or to take steps at your request prior to entering into a contract with you.

4.          

Fraud detection and prevention, payment verification, improving service security and reliability

We may detect and prevent fraud, illegal activities and potential transaction risks, and use your personal data for other risk assessment and security purposes.

If you are using our app, it will send us error-reporting information when it crashes or hangs. This enables us to investigate the error and to improve the stability of the app for future releases.

We monitor customer accounts to prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime, in accordance with applicable law.

If you use a credit or debit card as payment, we also use third parties to check the validity of the sort code, account number, and card number you submit in order to prevent fraud.

All data collected provided it is necessary.

We have a legitimate interest in ensuring the security of our operations, assets, and individuals interacting with our Services.

5.          

Customer service

We provide customer support via email and chat in multiple languages to offer help when you need it.

Responding to and dealing with your questions or requests, sending booking-related messages (such as messages telling you of a successfully submitted booking, messages reminding you to complete unfinished bookings, etc.) to you via email, platform notice and/or push. You may consent to sending such messages via third-party channels separately.

Your phone conversations with our customer support staff, both answering our calls and calling us, may be recorded, as well as your calls (via VOIP or other virtual numbers) with our partner providers via our platform (including hotels, ticket and tour service providers). We may rely on these recordings to monitor the quality of our customer support, check the accuracy of the information you provide for fraud prevention and transaction security, or serve the purpose of internal staff training. Additionally, due to factors such as network conditions, call environment, and regulatory policies, there may be instances of recording/storage failure. We also receive your emails with our partner providers via our DID email function and chat via our platform for the above purposes.

Account Registration Information.

Account Information.

Reservation Information.

Third-party account (e.g. WhatsApp, LINE, Kakao) as you consent to separately.

Call recording of your conversations with our customer support staff and/or our partner providers via our platform (you have the right to refuse such call recording in accordance with applicable law) (“Call Recordings”).

Your emails with our partner providers via our DID email function and chat via our platform.

Automatically Collected Information as specified in this Privacy Notice.

Other personal data you provided to customer service staff to facilitate your request.

It is necessary for us to process your personal data in order to perform our contract with you, or to take steps at your request prior to entering into a contract with you.

We also have a legitimate interest in managing our business and providing you customer service.

6.          

Service improvement, customized service provision

We may use your personal data for analysis so that we can know the city you are in, your preferences, and demographic information, or match it with the data obtained from other sources (including third parties), to display customized contents, offer travel recommendations that we think may interest you, suggest questions you may ask, develop our products and services or marketing plans, and improve our services.

We monitor your use of our website or app, to help us refine and improve the way our website or app works technically.

We may also send you questionnaires or invite you to provide feedback on our services, etc.

Account Registration Information.

Account Information.

Reservation Information.

Your communication with us.

Your preferences which include your meal requirements, departure date, check-in and check-out times, seat choice, ticket choice, insurance choice, and your selection of other services (such as car rental, attraction tickets, and travel guides, etc.) provided by Trip.com.

Automatically Collected Information.

Geographic information (optional).

Your consent where cookies are used or when we ask for your geographic information.

Otherwise, we have a legitimate interest in managing and improving our services.

7.          

Writing reviews, posting community information

We display guest reviews on the related accommodation information page on our websites, on our mobile apps, on our social media accounts and social media apps, or on the website of the related accommodation or business partner’s website. This is to inform other travellers about the quality of the travel product you used, the destination you chose, or the other services you have used.

We will also aggregate your guest review data with feedback from other customers in order to sort and prioritize guest reviews. We may use the information in your reviews or in other destination-related information you share with us in an anonymous form, unless you have included this information in your public profile. This is to help travellers like you find the right destination and the best accommodation to suit them.

Where you choose to post a public review, we may share information with the relevant Travel Service Providers to understand your experience. If you do not want your review shared, you can post the review anonymously.

Information uploaded when you evaluate products/services or post other content (such as evaluations, photos, videos, dates, places, or geographical location information).

We have a legitimate interest in displaying reviews and community information to help travellers make informed decisions. The Travel Service Providers have a legitimate interest in understanding user experiences to improve their services.

8.          

Participation in platform activities

We collect your personal data when you participate in activities on Trip.com for more benefits or rewards (e.g. member activities, Trip Moments awards, referral programs and prize promotions, etc.)

Data you provide when you participate in such activities, including any Account Registration Information.

It is necessary for us to process your personal data to perform our contract with you, or to take steps at your request prior to entering into a contract with you.

9.          

Fulfilling legal obligations; purposes required by law

Comply with applicable laws, protect our and your rights and interests, defend ourselves.

Comply with applicable security and anti-terrorism, anti-bribery, customs and immigration, and other such due diligence laws and requirements.

Dealing with insurance claims and payments that occur under relevant policies, processing commissions paid to partners, claiming for loss caused by service partners, or recovering payments made, etc.

All data collected provided it is necessary.

When we have a legal obligation under EU/UK laws, we process the data in order to comply with applicable law and regulations.

When we have a legal obligation under laws outside the EU/UK, we have a legitimate interest in protecting our business interests and legal rights, and your interests and legal rights.

10.       

Investigations, complaints management, and dispute resolution

We use information you provide to investigate any complaints received from you or from others about our website, or our products and services.

We use data in connection with legal claims, compliance, crimes, regulatory and investigative purposes as necessary (including the disclosure of such data in connection with legal authority investigation, legal process or litigation).

If dispute arises, including your dispute with the service providers, relevant Call Recordings may be used as reference for dispute resolution.

Account Registration Information.

Account Information.

Reservation Information.

Call Recordings.

Automatically Collected Information as specified in this Privacy Notice.

Other personal data required under applicable law or by appropriate authorities.

When we have a legal obligation under EU/UK laws, we process the data in order to comply with applicable law and regulations.

When we have a legal obligation under laws outside the EU/UK, we have a legitimate interest in protecting our business interests and legal rights, and your interests and legal rights.

11.        

User experience survey and market research

We will sometimes invite you to participate in user experience survey or market research to better understand your interest, comments and expectations in our Services.

Phone number, email address, social media account you provide separately.

Your consent where required by law.

We also have a legitimate interest in understanding and improving our services based on your feedbacks.

12.       

Marketing activities

We may ask for your consent to send you certain electronic direct marketing content in relation to our Services, or other products and services provided by our affiliates and partners.

Our marketing activities also involve cross-device tracking, where third parties collect information on your online activities via cookies across multiple linked devices and combine this information to tailor the advertisement that you see across the Internet to your interests (commonly known as Internet based advertising). See our Cookie Statement for more details.

Phone number, email address, social media account you provide separately.

Your consent.

13.

Advertising activities (exclusion lists)

To optimize our advertising strategy and media budget and ensure that relevant advertisements are shown to the right audience, we use exclusion lists across various advertising platforms, including Google, Facebook, TikTok and Bing. This approach involves excluding certain customers from ad targeting.

Hashed phone number and email address, openid.

We have a legitimate interest in improving the effectiveness of our marketing activities and ensuring that our resources are allocated efficiently.

14.       

Insurance claims, refund or reservation modification claims due to medical issues, SOS service, and provision of other medical-related services

When you need to file an insurance claim, request a refund or change due to a medical issue, require emergency SOS service on Trip.com, or need to access other medical-related services, we may collect health information to confirm and proceed with your request.

Account Registration Information.

Account Information.

Health information as required (e.g., health status, hospital diagnosis, illness).

For SOS service: Health information, location, contact information, and other personal data necessary to provide emergency assistance.

It is necessary for us to process your personal data in order to perform our contract with you, or to take steps at your request prior to entering into a contract with you.

It is necessary for us to process your personal data to protect your vital interests or of another natural person where you are physically or legally incapable of giving consent.

In all other cases: your consent.

15.       

Student verification and benefit provision

If you wish to verify your student status and enjoy related discounts, we will process relevant personal data, and some of such data is required by the suppliers/providers of the discounts. The ISIC International Student ID or similar certificate will be used solely to verify your student status.

Nationality, estimated graduation time, school full name.

Student email address and email verification code, or alternatively, photo of your ISIC International Student Card.

We have a legitimate interest in managing our business and providing you with our Services.

Personal Data Category

Category of Recipient

Why?

Account Registration Information;

Account Information;

Reservation Information.

Travel Service Providers

This includes, but is not limited to, hotels, airlines, cruise lines, railways, buses, car rental/pickup providers, travel agencies, tourist attractions, event organizers, insurance companies, and agents required for booking with these parties (collectively “Travel Service Providers”). These providers may contact you as necessary to provide travel products and services. These providers are not managed by Trip.com, and the personal data disclosed to them is subject to their privacy policies and security regulations. Therefore, we recommend that you carefully review the privacy policies of the Travel Service Providers providing the products purchased through Trip.com.

Account Registration Information;

Account Information;

Reservation Information;

Automatically Collected Information;

Health information, location, contact information, and other personal data necessary to provide emergency assistance.

Third-party vendors

We collaborate with third-party vendors who provide services or functions on our behalf, such as message delivery, insurance enrolment, business analysis, customer service, marketing, surveys or prize promotions, fraud prevention, technical support, etc. Additionally, we allow third-party vendors to collect information necessary to operate the features of our Services or deliver online advertisements tailored to your interests. Third-party vendors can only access and collect information necessary for these functions and cannot share or use it for other purposes.

Account Registration Information;

Account Information;

Reservation Information;

Automatically Collected Information.

Financial institutions and third-party payment processors

We share relevant information with financial institutions or third-party payment processors for reservations and refund requests. If deemed necessary for fraud detection and prevention, we may share additional necessary information (e.g., email address, phone number, IP address) with relevant financial institutions.

Account Registration Information;

Account Information;

Reservation Information;

Automatically Collected Information.

Business partners

These are partners who can jointly provide products or services or offer products or services on our platforms. You can identify third-party involvement by the appearance of the third party’s name alone or with our name. We may share relevant information, including personal data, with such partners when you request specific products or services. You may also be directed to such partners' pages for provision of products or services. We recommend you carefully review their privacy notices.

Automatically Collected Information; 

Account Registration Information.

Advertising partners

We may disclose your data to third-party marketing partners to provide customized advertising. This allows us to tailor your experience with content that may be of interest and offer better travel experiences.

We may also disclose hashed phone numbers and email addresses as well as openid of our registered users and users with orders to advertising partners, including Google, Facebook, TikTok and Bing to ensure that relevant advertisements are shown to the right audience.

For more details, please refer to our Cookie Statement.

Account Registration Information;

Account Information;

Reservation Information;

Automatically Collected Information.

Affiliates within our group

We may share personal data with our affiliates as well as information about travel-related products and services to ensure the smooth provision of requested services, including but not limited to the purposes of customer service, payment, internal management of customer data, etc., to the extent necessary. All business divisions of our group offer similar protection measures for personal data, strictly adhering to the same standards as this Privacy Notice.

All data collected provided it is necessary.

Government authorities, law enforcement, regulators and fraud prevention agencies

To prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime, in accordance with applicable law; and to assist competent authorities in investigation, legal process or litigation, for regulatory and investigative purposes as necessary.

All data collected provided it is necessary.

Prospective buyers and their advisers; Trip.com's advisers

In the event that the business is sold or integrated with another business, your details will be disclosed to our advisers and any prospective buyers’ advisers and will be passed to the new owners of the business.