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Privacy policy
SuperShuttle NZ – Privacy Statement
Last updated: 12 June 26
1. Who We Are
This privacy statement explains how we collect, use and protect your personal information when you use Super Shuttle services or visit our websites.
Tourism Transport Limited trading as Super Shuttle NZ (we, us, our) operates shared‑ride and private transfer services throughout New Zealand and is responsible for your personal information under the New Zealand Privacy Act 2020.
2. How to Contact Us
If you have any questions about this statement or your personal information, please contact our Privacy Officer:
You can use this contact point to ask for access to, or correction of, your personal information, or to make a privacy complaint.
3. Services and Channels this Statement Covers
This statement applies to our Super Shuttle services and the digital channels that connect to our booking system, including:
- Our website - supershuttle.co.nz
- bookings made through our call centre
- information provided to us by third party booking platforms
- bookings and changes sent by email
- bookings created on-demand by our drivers at airport and other Super Shuttle ranks
4. The Personal Information we Collect
The information we collect will depend on how you interact with us and what you choose to provide, but it may include:
Booking and Contact Details
- Title, first name and surname
- Email address and phone number(s) for the traveller and/or the person making the booking
- Corporate account name and contact details (where relevant)
- Journey details
- pickup and drop‑off addresses or locations
- dates and times of travel
- flight number and airline (for airport transfers)
- number of passengers and luggage details
- notes you or our staff record about your trip (for example special instructions, meeting points, or other information you choose to provide)
Payment and Account Information
- Payment method and payment status
- References and account numbers that link your booking to a corporate account or promotion
- Limited information from our payment provider needed to confirm that a payment was successful (we do not store card information – see “Payments” below)
Complaint, incident and lost‑property information:
- If you contact us with a complaint, incident report or lost‑property enquiry, we may collect your name, contact details, booking details, what happened and how we responded.
Website and Analytics Information
When you visit our websites or online booking pages we may collect:
- Your IP address, device and browser details
- The pages (on our website) you view, links you click and the dates/times you visit
- The website that referred you to us
- Cookie and similar identifiers (see “Cookies and analytics” below)
We generally do not use this information to identify you personally, unless we need to investigate security issues or you log in or complete a booking.
5. How we Collect Personal Information
We collect personal information in a few main ways:
Directly from You or Your Representative
- When you make a booking on our website or mobile web pages
- When you book or change a trip by phone or email
- When you use a corporate or agent booking portal
- When you give details to our drivers at airport ranks
- When you contact us with feedback, complaints, lost property enquiries or general questions
From our Partners
We may receive booking and passenger details from third parties who arrange travel on your behalf, such as:
- Airlines and their taxi/shuttle booking channels
- Travel agents and online booking sites
- Corporate clients who manage staff travel
- Global distribution systems (GDS)
In these cases, we rely on those partners to have the right to share your information with us.
Automatically Through our Websites
We use cookies and similar technologies to collect website usage and analytics information.
6. How we use Personal Information
We use your personal information to:
Create, manage and update your bookings
Allocate and dispatch trips to drivers via CARINA and the Driver App
Contact you about your bookings (for example confirmations, reminders, changes or cancellations)
Process payments and manage accounts and invoicing
Manage driver and owner‑driver relationships and compliance obligations
Handle feedback, incidents, complaints and lost property enquiries
Meet legal, regulatory, licensing, airport and contractual requirements
Run reporting and analysis so we can plan services, improve operations and understand demand
Operate, maintain and improve our websites and digital channels
Where possible we use aggregated or anonymised information for analysis so individuals are not identified.
We will not use your personal information for purposes that are materially different from those described here unless we have a legal basis to do so and, where required, we have informed you.
7. Payments
Online payments are processed through a secure payment service provider (PSP).
When you pay online:
- Your card details are sent directly to the payment gateway over an encrypted connection
- We do not store card information in our own systems
We may keep records of payment status, transaction references and related information in our accounting system for reconciliation, tax and audit purposes.
We ask that you do not send card details to us by email or other unsecure channels.
8. Who we Share Personal Information With
We share personal information only when it is needed for the purposes described above or when we are legally required to.
Drivers and Owner‑drivers
- We provide relevant booking and passenger details to the driver or Owner‑driver who is responsible for your trip via CARINA and the Driver App, so that they can locate you, complete the transfer and manage any changes.
Call Centre
- Our reservations call‑centre staff, who may be based outside New Zealand, manage bookings and assist customers on our behalf.
- They are contractually required to keep your information confidential and to handle it in line with our instructions and New Zealand privacy requirements.
Payment and Accounting Providers
- Our payment service provider, for processing card transactions.
- Our accounting system provider for invoicing, reconciliation and paying Owner‑drivers.
Digital and Analytics Providers
- Google Analytics, which we use on our websites to understand how visitors use our sites.
- Our digital optimisation partner, which has access to our Google Analytics data to help us improve our online channels.
IT and Support Providers
- Cloud hosting, IT support, email and other service providers who help us run our systems and services.
- These providers can only use your information to provide services to us and must protect it appropriately.
Legal and Safety Reasons
We may also share information if we reasonably believe it is necessary to:
- Comply with the law, a court order or requests from regulators or law enforcement.
- Protect the safety, rights or property of our passengers, drivers, staff or the public
- Investigate and respond to complaints, incidents, insurance claims or suspected fraud
We do not sell or share your personal information. We only share it as described in this statement or when required by law.
9. In‑vehicle Cameras and Regulated Footage
Super Shuttle vehicles are required under NZTA rules to have compliant in‑vehicle cameras. These regulated cameras are intended to support safety and law‑enforcement purposes. Any access to, or use of, footage from those systems is managed in accordance with NZTA and Police processes and is not used by Super Shuttle for routine customer monitoring or marketing.
10. Overseas Access and Transfers
Some of our service providers and staff who support our operations are located outside New Zealand or may access systems from overseas. In particular:
- Our call‑centre provider to manage bookings and customer enquiries on our behalf
- Some of the cloud and analytics services we use (such as Google Analytics) may store or process information in other countries
Where we share information in this way, we take reasonable steps to ensure that the information is protected by privacy safeguards that are comparable to those in New Zealand, for example through contractual obligations and security controls.
11. How Long we Keep Personal Information
We keep personal information for at least seven years, and in many cases longer, to meet our legal obligations and for business purposes such as planning, analysis and maintaining accurate records of services delivered. After this, we either:
- keep information in a form that does not identify individuals (for example aggregated data for analysis), or
- securely destroy or anonymise personal information when we no longer need it and are not required to keep it.
You can contact us if you have questions about how long we keep particular types of information, or if you would like us to review whether we still need to hold your information in identifiable form.
12. How we Protect Personal Information
We take reasonable steps to keep your personal information safe from loss, unauthorised access, use, modification or disclosure. These steps include:
- Using secure cloud‑based systems, with controlled access for our staff and contractors
- Limiting card data handling to our payment gateway provider
- Ensuring that Owner‑drivers can only access bookings they have serviced, and agents only see the bookings they have created
- Restricting broader access to digital records to authorised IT and management personnel
- Using passwords, 2FA, and other security controls to protect systems and devices
- Training staff and contractors on their privacy and confidentiality obligations
- Requiring any suspected privacy breaches to be reported promptly so we can investigate and respond
We work to reduce risks and respond quickly if we become aware of any potential issues.
13. Cookies and Analytics
We use cookies and similar technologies on our websites and booking pages to help them work properly and to improve your experience.
Cookies are small file placed on your device. They may be “session” cookies (which are deleted when you close your browser) or “persistent” cookies (which stay on your device for a set period or until you delete them). We use cookies to:
- Remember your choices and settings while you use our site
- Help our websites function correctly and securely
- Understand how people use our online channels through Google Analytics (for example which pages are visited, how long people stay and how they found us)
- Support our Google Ads campaigns, including showing Super Shuttle ads on other websites based on your visits to our site (sometimes called “remarketing” or “retargeting”)
Our digital partner has access to Google Analytics data to help us improve our websites and online campaigns.
These tools may use first‑party cookies (set by our site) and third‑party cookies (set by Google) together to:
- report on how our ads perform
- understand how people move between our ads and our site
- ensure our ads are shown to people who are more likely to be interested in them
You can control cookies through your browser settings. You can also manage how Google uses information from sites and apps that use Google services, and opt out of personalised ads from Google, by visiting your Google Ads settings or using the Google Analytics opt‑out browser add‑on.
If you disable some cookies or advertising features, parts of our site may not function as expected.
14. Your Rights
You have the right to:
- Ask for access to the personal information we hold about you
- Ask for correction of any information that you think is wrong or incomplete
- Raise concerns or make a complaint about how we have handled your personal information
We may need to check your identity before we can provide access or make changes. If we cannot correct your information as requested, we will explain why and can attach a statement of your records in our system.
To exercise any of these rights, please contact our Privacy Officer at privacy@supershuttle.co.nz ..
If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner (OPC): details are available at www.privacy.org.nz.
15. Changes to this Privacy Statement
We may update this privacy statement from time to time to reflect changes in our services, systems or legal obligations. When we do, we will publish the updated version on our website with a new “last updated” date.
Your continued use of our services after any changes take effect will be treated as acceptance of the updated statement.