Cookie Policy

Lufthansa uses browser cookies, scripts, web beacons, tracking URLs, pixel tags and similar technologies (hereinafter referred to as "cookies") to provide, protect and improve our website and applications. Below we explain to you how our cookies work, the purpose they have, the type of data each of them collects and how you can manage your cookie settings.

What cookies are and how they work

Cookies are small files that are downloaded onto the browser directory or the hard drive of your computer, tablet or smartphone (hereafter "device") when you visit our website or application (hereafter "platform"). Every time you visit our platform, cookie and platform will "communicate" in order for your device to be recognised. This is useful for both you and us. For example, a cookie will allow us to save the text entries you make in form fields on the website so you will not have to enter the same information again the next time you visit the website, therefore improving your experience on our platforms. We manage cookies through a little program called tool or tag.

We use first party and third-party cookies. First party cookies come from our platform and send information to us only; third-party cookies are placed by third parties on our site and send information about your device to other companies that recognise that cookie. In most cases the information in a cookie is pseudonymised or anonymised because cookies generally do not identify you as a person, they rather identify your device. In a few cases, it may be possible to link certain cookies to personal data. We will only process such information if you give us your consent or if the processing is necessary for you to be able to use a certain service, like your lufthansa.com Profile.

You can find more information about cookies at

Glossary

Anonymised IP

An anonymous IP address is an IP address, which cannot be connected to an individual customer. It is generated by deleting part of the data in the original IP address. This anonymous address can be geo-localised to a metropolitan area.

Anonymous user identifiers
Anonymous user identifiers are number-letter combinations that are used to recognise the same browser/device combination when a website is visited more than once.
Booking details
Booking details are the data generated when a customer books a flight. This is anonymous data about the flight, including origin and destination of the flight, the dates, number and type of passengers, booking classes and ancillaries purchased. In addition, these include anonymous data about the type of payment (credit card or invoice), encrypted order ID (not including any ticket numbers or confirmation numbers), and timestamp.

Device fingerprint

A device fingerprint is a type of user identifier generated by a combination of details about the hardware and software used by a customer.

Encrypted user identifiers

Encrypted user identifiers are identifiers that could be linked to a specific user profile. They are encrypted so that they are not recognizable and are never linked back to an individual customer.

Flight search details

Flight search details are the data generated when a customer searches for a flight. This is anonymous data including origin and destination of the flight, the dates, number and type of passengers, and booking classes.

IP address

An IP address is a unique address that identifies a customer's device on the internet. IP addresses are important for security and fraud prevention.

Passenger details

Passenger details are the data that describe individual passengers, including name, postal address and e-mail address. This data is collected when necessary to fulfill a customer's booking request.

Session identifiers

Anonymous session identifiers are number-letter combinations that are used to identify a single visit (session) on a platform. This allows you to do things like go back and forth through the booking process without having to start a new search.

User behaviour

User behaviour is data generated when a customer interacts with our platforms, including the specific series of screens visited, buttons or elements clicked, scrolling behaviours or mouse movements.

Most browsers automatically allow all cookies, but you can decide for yourself whether we or third parties are allowed to save cookies on your device or not.

a) Consent Manager

Lufthansa offers you a Consent Manager in the form of a pop-up window when you first visit our platform. In this Consent Manager, you may select the category of cookies that you want to accept. You can come back on your choices at any time by clicking on the link "Change privacy settings" at the bottom of the platform. A change in your settings will not automatically delete cookies. To do that, follow the instructions outlined below.

b) Browser settings

You can change your browser settings so that they do not accept or save cookies at any time. Alternatively, you can opt for a warning message to be shown every time before accepting cookies or you can set your browser up in such a way that it only accepts cookies from certain websites. You can also delete cookies that have already been saved. Deleting all cookies means your device will also delete any opt-out cookie and our Consent Manager will pop-up again next time you visit our platform. You may therefore have to renew your choice to opt-out, too. Below you find general instructions to manage cookies for the most popular browsers:

c) Cookie blockers

You may also employ cookies blockers such as "DoNotTrackMe".

Please note that, if you decline cookies on the website, some functions may be limited or unavailable. As a result, we recommend that your browser settings accept our and our partners’ cookies.

1. Necessary cookies

Necessary cookies are used to manage the platform. They enable a smooth operation, e.g. while booking your flight, delivering the correct answers to your requests and ensuring security features, such as avoiding any malicious use of the website. Necessary cookies cannot be disabled but you can delete them or opt-out when they are signalled. The legal basis for the processing of these cookies is our legitimate interests pursuant to Art. 6(1), Subparagraph 1(f) GDPR. The base of our legitimate interest is to ensure the security and functionalities of this website.

We employ the following necessary cookies:

Name of tool /tag TypeCookie name
Retention period

Purpose

Business Address
Privacy Policy

Type of data collected

Tealium


(script, cookie)

AMP_TOKEN
channelcloser
channelflow
channeloriginator
cmv2
CONSENTMGR
utag_main_gat_tealium_0

12m.

Tealium is a tag management system which is used to implement scripts and tracking pixels onto our websites and apps. It helps us to send data to the other tools and third-party providers we use, but it does not store any data itself. It sets cookies that allow us to identify you as an anonymised single user. For instance, thanks to this cookie, you only need to choose the cookie consent on your first visit, and not on every single page.

Data transmission to a third country: Yes, UK

Tealium Inc. overeign House,
Second Floor, Vastern Road,
Reading UK RG1 8BT

N/A

session identifiers,
anonymous user identifiers

Google Tag Manager

(script)

N/A

Google Tag Manager is a tag management system which is used to implement scripts and tracking pixels onto websites and apps. We use this script from Google to enable the optimisation of our landing pages.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
http://www.google.com/privacy/

sessions identifiers,
anonymous user
identifiers,
flight search details

Tealium Collect

(script)

N/A

Tealium Collect is a feature of the Tealium tag management system which is used to pre-process data that is sent to the other tools and third-party providers we use, but it does not store any data itself. It sends data to servers in Germany, where it is processed and forwarded to other tools that are included in this policy.

Data transmission to a third country: No

Tealium Inc.
Sovereign House, Second Floor,
Vastern Road, Reading UK RG1 8BT

N/A

session identifiers,
anonymous user identifiers,
encrypted user identifiers,
IP address

Recent Search

(cookie)

RecentSearch

Up to 2y.

The Recent Search cookie is implemented and created by Lufthansa to enhance users' experience on our website. It will remember your last search to simplify your journey when you come back. All the data generated by this cookie remains on your computer and is not shared with third parties.

Data transmission to a third country: No

N/A

Flight Search details

Monetate-Kibo Commerce
(script, cookie)

mt.v
2y.
59m (cookie)
We use the tool Monetate from Kibo Commerce to modify the appearance of the website in order to deliver important messages to our customers from certain locations (based on pseudonymised IP address), or to integrate new components. We also use it to improve the user experience and ensure seamless integration of new services. The cookie placed by Monetate is necessary to ensure a cohesive user experience to our customers.

Data transmission to a third country: Yes, US
Kibo Software, Inc.
717 N. Harwood Street Suite 1900 Dallas, TX 7520, USA
session identifiers,
anonymous user identifiers,
anonymised IP

In all following categories (2. - 4.) we process your data based on your consent pursuant to Art. 6(1), Subparagraph. 1(a) GDPR, which you have given us by making your selection in the Consent Manager. Any consent given can be withdrawn at any time in the Consent Manager

2. Analytics cookies

We use these cookies to:

  • Monitor website traffic and optimize your user experience
  • Evaluate which marketing channels are performing better
  • Analyse aggregated data about usage of the website to understand our customers. Randomized identifiers shared with partners.

Please find the detail in the table below:

Name of tool /tag TypeCookie name
Lifesplan

Purpose

Business Address
Privacy Policy

Type of data collected

Google Analytics

(script, cookie)

_ga
_gid

26 m.

Google Analytics is a website analytics tool. We use Google Analytics to collect aggregated, anonymous data. This data helps us understand how customers use our platforms and identify areas for improvement. In addition, the data serves critical platform functions like detecting errors, fraudulent uses and provides operational data. We use this information to improve the quality, effectiveness and performance of our platforms, so that you have the best possible experience.
The Google Analytics script is used to assign values to the cookies that are needed to collect this information. In order to function, Google Analytics sets cookies on your computer. Google does not have the right to access the data. Google Analytics anonymises your IP address to protect your privacy. No other personal identifiable information is collected.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
​http://www.google.com/privacy/

You can prevent Google Analytics
from collecting and processing
your data (including your IP address) by downloading and installing the browser plug-in available from the following link: ​tools.google.com/dlpage/gaoptout?hl=en

session identifiers,
anonymous user identifiers,
encrypted user identifiers,
flight search details,
booking details,
device fingerprint,
localisation,
anonymised IP

Kayak

(script, cookie)

xp-session-seg

We use conversion scripts to track the successful completion of an action (purchases, newsletter subscriptions, effectiveness of advertisement campaigns).
This specific script shares anonymised booking details with Kayak when customers have been referred to our platforms by Kayak. Kayak sets an encrypted user identifier in a cookie that allows this script to connect a booking to a previous session on their website. The use of these technologies by third parties is subject to their own privacy policy.

Data transmission to a third country: Yes, US
(Transfer on the basis of Standard Contractual Clauses)

Kayak
7 Market Street
Stamford, CT 06902
USA

Kayak's privacy policy:
https://www.kayak.com/privacy



encrypted user identifier,
booking details

Skyscanner

(script)

 N/A

We use conversion scripts to track the successful completion of an action (purchases, newsletter subscriptions, effectiveness of advertisement campaigns).
This specific script shares anonymised booking details with Skyscanner when customers have been referred to our platforms by Skyscanner.

Data transmission to a third country: Yes, Globally
(Transfer on the basis of an adequacy decision)

Skyscanner Limited
Floor 6, The Avenue
1 Bedford Avenue
London, WC1B 3AU
UK


anonymous identifiers,
booking details

Artefact AAA

(script, cookie)

trs
aaaid

14d.

We use conversion scripts to track the successful completion of an action (purchases, newsletter subscriptions, effectiveness of ad campaigns).
This specific script shares anonymised booking details with Artefact and any partner programs in which you participate and sets a third-party cookie. For example, our Cashback program requires this script and cookie to fulfil its purpose. The use of these technologies by third parties is subject to their own privacy policy.

Data transmission to a third country: No

Artefact Germany GmbH
Rothenbaumchaussee 80C
20148 Hamburg
Germany

Artefact's privacy policy:
https://aaa.artefact.com/privacy-policyeng.do

You can also use their direct Opt-out:
https://aaa.artefact.com/privacy-optout.do?appLocale=eng

booking details,
encrypted user identifier

Decibel

(script, cookie)

da_lid
da_sid

Session 30d.

Aggregated 1y

Decibel is a web analytics tool designed to help us understand how the website is used and how it can be improved to better serve our customers' needs.
It uses cookies to identify a visitor’s browser and track user behaviors. Your mouse clicks and sessions are recorded anonymously to improve the website, for error analysis, and to generate heatmaps and behaviour reports.

Data transmission to a third country: Yes, UK
(Transfers on the basis of an adequacy decision)

Decibel Insight
89 Worship Street
London EC2A 2BF
UK

Decibel Insight's privacy policy:
https://decibel.com/privacy-policy/

You can also use their direct Opt-out:
https://decibel.com/optout

session identifiers,
device fingerprint,
user behaviour

Exactag

(script, cookie)

Et_gk

Et_uk

Xtg

Xtg.trace

Up to 6 m.

Exactag GmbH collects processes and stores data on this website and its sub-pages for purposes of reach measurement, statistical analysis and improving cost optimization. The cookie technology is used for the browser recognition. Exactag cookies are only processed in Germany and contain solely anonymous data. 

Data transmission to a third country: No

Exactag GmbH
Wanheimer Strasse 68
40468 Düsseldorf
Deutschland

Anonymous user identifiers,
booking details

Mindshare LLC(pixels)

 N/A

We use conversion scripts to track the successful completion of an action (purchases, newsletter subscriptions, effectiveness of ad campaigns).
These specific scripts share anonymised booking details (no personal identifiable information) with our Marketing agency Mindshare to evaluate the performance of their marketing campaigns on different publisher networks.

Mindshare LLC
498 7th Avenue
New York, NY 10018
USA

N/A

anonymous identifiers,
booking details

3. Personalisation cookies

We use these cookies to:

  • Store your preferences from previous visits
  • Collect user feedback to improve our website
  • Evaluate your interests to provide you unique customised content and offers

Please find the detail in the table below:

Name of tool /tag Cookie name

Purpose

Business Address

Type of data collected

GetFeedback Digital (former Usabilla)

(cookie)

N/A

Lufthansa AG uses the feedback services "GetFeedback Digital for Websites" and "GetFeedback Digital for Apps" (formerly Usabilla) to analyse user feedback and optimise the website. When a user uses the feedback button or takes part in an online survey, a cookie is placed in their computer. The user’s browser establishes a direct connection with the GetFeedback Digital server and transmits data relating to the end device. Further information can be found in the Privacy Policy of Survey Monkey Inc.

Data transmission to a third country: No

Momentive Europe Unlimited Company
2 Shelbourne Buildings,
2nd Floor Shelbourne Road,
Ballsbridge Dublin, D04W3V6,
Ireland

Flight search details

Monetate-Kibo Commerce
(script, cookie)

mt.v With your consent, we also use Monetate from Kibo Commerce to personalise your experience of the website. This process is based on customer profile data and interactions with the website in order to provide personalised content and products recommendations.

Data transmission to a third country: Yes, US
Kibo Software, Inc.
717 N. Harwood Street Suite 1900 Dallas, TX 7520, USA
session identifiers,
encrypted user identifiers,
anonymised IP,
flight search details,
customer profile,
device fingerprint,
user behaviour

4. Advertising cookies

We use these cookies to:

  • Make online and social advertising more relevant for you
  • Invite specific customer groups to reconnect with our products later
  • Share data with our advertising and social media partners via their third-party cookies to match your interests

Please find the detail in the table below:

Name of tool /tag Cookie name

Purpose

Business Address

Type of data collected

Google Analytics
Advertising Features

(script, cookie)

_ga
_gat

Up to 2y.

Google Analytics is a web analytics tool which also offers an integration with Google advertising products in the Google Marketing Platform. We use this script to create remarketing lists or audiences in order to personalise our online advertising campaigns. If you give us your consent, Google Analytics will add your cookie to one or several audiences lists. We can create lists of users that visited a specific page or looked for a specific destination. Those cookies can also be combined with location information or interests' segments provided by Google. With these lists, we can re-engage you with relevant, personalised advertisement elsewhere on the internet. No personally identifiable information is collected in this process and we are not able to identify you, nor your device. However, during this process, the information from our first party cookie will be combined with third party cookies and shared with third-party vendors.

Google may use the data they collect in connection with data they have about you and personalise the advertising on their own network. For more details, see Google’s Privacy Policy.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
http://www.google.com/privacy/

For further information on Google’s
privacy policy relating to ads,
please go to:
http://www.google.com/privacy/ads/

You can adjust your Google
advertisements settings by visiting:
http://www.google.com/settings/ads/

encrypted user identifier

Google Ads
Remarketing

(script, cookie)

_ga

Up to 2y.

We use this script from Google Adwords to create remarketing lists or similar audiences in order to personalise our online advertisement. Google associates sessions on our site (first-party cookie) with one of Google’s advertising cookies on users’ browsers (third-party cookie); when you later perform a search on google.com from the same browser, you may see customised ads based on your previous sessions on our platform.


Google may use the data they collect in connection with data they have about you and personalise the advertising on their own network. For more details, see Google’s Privacy Policy.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
http://www.google.com/privacy/


For further information on Google’s
privacy policy relating to ads,
please go to:
http://www.google.com/privacy/ads/

You can adjust your Google
advertisements settings by visiting:
http://www.google.com/settings/ads/

search details,
encrypted user identifier

Floodlight

(script, cookie)

_IDE
_ga
_gcl_au

Up to 2y.

Floodlight is the conversion tracking system for the Google Marketing Platform. We use the Floodlight script (formerly DoubleClick Floodlight) to track the performance of our own Google search engine and display advertising campaigns. To do this, Floodlight uses data about your visit to and click behaviour on our website and third-party websites. If you visit certain pages on our website, Google Marketing Platform can report that your visit was a result of one of these ads.
A third-party cookie is set by Google DoubleClick. Google may use the data they collect in connection with data they have about you and personalise the advertising on their own network. For more details, see Google’s Privacy Policy.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
http://www.google.com/privacy/

For further information on Google’s
privacy policy relating to ads,
please go to:
http://www.google.com/privacy/ads/

You can adjust your Google
advertisements settings by visiting:
http://www.google.com/settings/ads/

sessions identifiers,
search details,
booking details,
encrypted user identifier

Google Flights

(script, cookie)

_gcl_gf

Up to 2y.

We use conversion scripts to track the successful completion of an action (purchases, newsletter subscriptions, effectiveness of ad campaigns).
This specific script shares anonymised booking details with Google Flights when customers have been referred to our platforms by Google Flights. It uses first and third-party cookies that allows Google Flights to connect a booking to a previous session on their website.
Google may use the data they collect in connection with data they have about you and personalise the advertising on their own network. For more details, see Google’s Privacy Policy.

Data transmission to a third country: No

Google Ireland Limited
Gordon House, Barrow Street
Dublin 4
Ireland

Google’s privacy policy:
http://www.google.com/privacy/

You can always adjust your Google advertisements settings by visiting:
http://www.google.com/settings/ads


booking details,
encrypted user identifier

Tealium AudienceStream
(script)
  When you log in to our website with your customer profile (LH iD profile, Miles & More profile, or Travel iD profile) and have consented to receive advertising cookies when using our website, we will tailor our marketing communications to offers that are relevant to you, based on your browsing and booking activity, using Tealium AudienceStream.
 
Tealium AudienceStream processes signals of your website interaction to create pseudonymous usage profiles that Tealium, on behalf of the Lufthansa Group (LHG), combines with your booking activity when you are logged in. Customer identification is based on three pieces of personal data (Miles & More service card number, UCID in the form of your LHG customer number, and email address). This data is encrypted exclusively using patented cryptographic technologies and sent to Tealium.
 
Data transfer to a third country: no
Tealium Inc. overeign House,
Second Floor, Vastern Road,Reading UK RG1 8BT
N/A
session identifiers,
anonymous user identifiers,
encrypted user identifiers,
flight search details,
booking details,
IP address,
hashed email

Changes to the Cookie policy

We update our Cookie Policy from time to time. Please do check it regularly in order to be aware of the newest version.

Questions?

For more information on cookies, please contact the Data Protection Officer at datenschutz@dlh.de. For a more detailed understanding of how we use personal data in general, please refer to our Privacy Statement.

Last update: 13.05.2022