De Lijn Flex

De Lijn Flex offers flexible transport, which may provide a solution if you’re unable to do all or part of your journey with regular public transport. Book your ride with a flexbus in advance. You can do this using the De Lijn Flex-planner in the De Lijn Flex-app or via the website. You can also make a reservation by phoning the De Lijn Flex- switchboard.

The De Lijn Flex-planner can be used to combine different types of transport, and works out the most suitable solution to get you to your destination. For example, you’ll be offered familiar public transport journeys or you can combine the flexbus with a bus or train. You can also manage, change or cancel your booked rides through the De Lijn Flex-app, website or switchboard.

What personal data and why

If you request our services or contact us about flex-related services, we will collect and process your personal data. This occurs when you use the De Lijn Flex-planner (via the De Lijn Flex-app or website) or when you call the De Lijn Flex-switchboard to request rides.

We do this so that we can carry out the agreement we have entered into with you (concerning your use of the De Lijn Flex services).

When an account is created or a ride is requested*, we process the following personal data:

• Surname and first name

• Email address

• Phone number

• Pick-up and drop-off location

• In addition, depending on the chosen service, we may also process your:

  • Financial data

  • Address

  • Geolocation

  • Whether you want to travel in a wheelchair-friendly vehicle

  • MOBIB card number

*via the De Lijn Flex-app or website, or by telephone via the switchboard.

Without these personal data it is impossible to arrange a service for you. In other words: if we don’t have this information, you can’t use our services.

We also process your personal data in order to improve the De Lijn Flex service offering. This can be done, for example, by conducting market studies, for which we conduct surveys giving you a chance to talk about your experience with De Lijn Flex. We base the processing of this information on our legitimate interest. You can object to this at any time. More information about how to exercise your rights can be found on our main privacy policy page.

Where the personal data come from

We collect these personal data directly from you when you use a De Lijn Flex service.

Transfer of personal data

Your personal data are for the most part processed internally by our employees.

However, we also work with other processors to offer our services. In some cases, these processors may appoint a subprocessor. For example, if you buy a ticket using the De Lijn Flex-app, your personal data will be processed by a payment provider.

Your personal data will initially be processed within the European Economic Area.

If this is not the case, your data will only be processed in countries that offer a similar level of privacy protection as Belgium. In the context of De Lijn Flex, your personal data could be processed in, among other places, the United States, Israel or the United Kingdom. There is an adequacy decision from the European Commission covering each of these countries. More information can be found on the European Commission website.

Retention period for personal data

We are only allowed to keep your personal data if it is necessary to do so in order to provide services. In other words, while you remain a user of De Lijn Flex, we will keep your personal data.