Data protection information for contacting us by phone

Description and scope of data processing

Our website features a service phone number that can be used to contact our service center by phone. Here you can make general inquiries, submit damage reports, make complaints, or even request a quote for a rental car reservation.

The time (date and time) and the call partner of the phone call are always stored.

Depending on the type of request, exchanged information is transferred to our customer database.

Option 1: General request

To process a general request, we need these details

• First and last name
• Title
• Email address

If necessary, further information

• Booking number
• Phone number
• Company

Option 2: Damage report

For the processing of a damage report, we need information

• on the person
• on the booking
• on the reimbursement
• on the details of the damage
• as well as various documents
  • local rental agreement
  • damage report of the lessor
  • proof of payment
  • police report if applicable

Option 3: Complaint

For the processing of a complaint, we need information about

• on the person
• on the booking
• on the reimbursement
• on your experiences, the reason for the complaint
• We may also require various documents in connection with rental of the vehicle, e.g.
  • Rental agreement
  • Credit card statement
  • Images

Option 4: Car rental offer

In order to send you a car rental quote, we require

• the place of rental
• collection date and time
• delivery date and time
• the desired vehicle category
• if necessary to send the offer
  • First and last name
  • Title
  • Email address

Option 5: Car rental reservation

To be able to make a rental car reservation we require

• the place of rental
• collection date and time
• delivery date and time
• the desired vehicle category
• to complete the booking
  • First and last name
  • Title
  • Email address
  • Phone number
  • date of birth, if applicable

 Option 6: Document dispatch via Call BOT

In order for our Call BOT (automated call answering system) to send your travel documents and/or invoice, we need to have

• Booking number

Phone call recording

We occasionally record phone conversations for quality assurance and training purposes. If this is done, the consent of the person concerned is always obtained before the actual conversation begins. If this consent is not given, the contents of the conversation are not recorded.

The evaluation of an interview takes place only between the team leader/trainer and the employee who conducted the interview.

Legal basis for data processing

The processing of data for obtaining an offer, booking a rental car, sending travel documents or reporting damage and making a complaint serves to initiate or fulfill a contract and is based on Article 6(1)(b) GDPR.

The legal basis for the processing of data provided in the course of a "General Inquiry" may be Article 6(1)(b) or Article 6(1)(f) GDPR, depending on the content of the conversation.

The processing of your personal data from recorded phone calls is based on your consent. The legal basis is Article 6(1)(a) GDPR.

Purpose of data processing

The processing of the transmitted personal data serves us solely to process the request. If Article 6(1)(f) GDPR is the legal basis, this also constitutes the necessary legitimate interest in the processing of the data.

The recording of phone conversations serves the purpose of improving our service quality and ensuring the quality of customer and prospect support.

Duration of storage

The data stored depending on the specified options will be deleted after the end of the purpose unless there are legal reasons (retention periods, verifiability) to the contrary.

Recordings of phone calls will be deleted after the training measure has ended, provided this is before 4 weeks have elapsed. If an evaluation does not take place within four weeks, the recordings are automatically deleted after this time.

If consent is revoked, the records will be deleted immediately.

Right to object and right to rectification

You have the option to object to the processing and storage of your personal data at any time. Depending on the legal basis of the processing, the data will be deleted or blocked if no further use of the data entered is necessary and there are no legal reasons (retention periods, verifiability) to the contrary.

Your consent to the recording of phone calls can be revoked at any time.