Thank you for using our website. Your trust is important to us and we are committed to protecting the privacy and security of your personal information.
This document describes how we use and process your personal data, provided in a readable and transparent manner. It also tells you how to contact us if you have questions about your personal data, which we are more than happy to answer.
Why do we collect your personal data and which legal basis do we rely on?
Booking. During the purchase process, we ask you only for the personal data that we need to provide you with our mediation services to contract travel products. This includes completing and managing your booking, sending you communications by email, call or SMS in relation to your booking (e.g. confirmations, modifications and reminders), allowing us to respond to your queries. Such communications could be managed by us or by our travel partners. The booking process can be done on our website, our app, our customer service… We endeavour to show to you the most relevant travel information and help you in a personalized manner with your booking and post-booking.
Please bear in mind that the identification data we use is going to be your email that you introduce in your booking/account.
Legal basis: This processing is necessary for the performance of the contract (e.g. to finalize and manage your booking).
User account. Our users can create a user account on our website. We use such information you give us to manage your account and with the objective to show you the most relevant travel booking and post-booking experience, allowing you to do a number of useful things. For more information about any of our services, please go to our terms and conditions.
Legal basis: This processing is necessary for the performance of the contract (e.g. to manage your account and offer you a more personalized service).
Legal basis: This processing is necessary for the performance of the contract, to provide you with our services, or consent.
Communications with you. There could be a number of reasons for different kinds of communications that we process where we get in touch with you:
To respond to any query or request from you or any travel provider and handle it.
To contact you in a personalized manner and help you to finish your booking, if you are still interested, in case you have not finalized a booking online (as we believe that this additional service benefits you as it allows you to carry on with a booking without having to fill in your reservation details again). We also keep it to recognize you when you visit our website again, in order to improve your user experience.
To invite you to provide a review of your experience with us or the travel provider, when you use our services. Please bear in mind that this feedback may be available to other customers to help them take decision about a product or a service.
To inform you how to contact us if you need assistance while you are away or other information that we feel might be useful to you in your planning or getting the best of your trip, or information of upcoming trips or a summary of previous bookings you made with us.
We may need to send you other administrative messages, which may include security alerts.
Legal basis: This processing may rely on the necessity for the performance of the contract, on our legitimate commercial business interest to provide our services or on your consent.
Marketing activities. We use your information for marketing purposes, such as for:
To send you regular news of travel-related products and services, which you can unsubscribe from email marketing communications easily and at any moment, just by clicking on the unsubscribe link included in each newsletter or other communication.
To show to you individualized offers on our website, app or third-party platforms (including social media sites) and the content of the site displayed to you may be personalized. Such offers can be booked on our site, on co-branded sites, or other third-party offers or products we think you might find interesting.
To administer any promotional activity where you participate.
When you book with us, we subscribe you to our newsletters, unless you say otherwise before confirming your booking. Anyway, remember that you will be able to unsubscribe at any moment.
Legal basis: This processing relies on our legitimate commercial business interest to provide our services or on your consent.
Customers polls and surveys. You may be invited to submit a review on a trip you have booked with us or to take part in market research. In this last case, we will explain the personal data collected and how would it be used further.
Legal basis: This processing relies on our legitimate commercial business interest to improve our services or on your consent.
Call & chat monitoring. In the event of contacting our customer services, our staff may ask for authentications, ensuring that your reservation details are kept confidential. Not all calls or chats are recorded and recordings are kept for a limited amount of time and automatically deleted thereafter (unless we have a legitimate interest to keep such recording for a longer period, including fraud investigation and legal purposes).
Legal basis: This processing basically relies on our legitimate commercial business interest to improve our services (e.g. for quality control or training purposes), on your consent, or for legal dispute purposes.
Improving our services or developing new services. We also use personal data for analytical purposes. This is part of our drive to enhance the user experience, but can also be used for testing purposes, troubleshooting and to improve the functionality and quality of our online travel services. The main goal here is to optimize our online platform to your needs, making our site easier and more enjoyable to use. We strive to use pseudonymized or anonymized data for theses analytical purposes.
Legal basis: This processing relies on our legitimate commercial business interest to improve our services.
Promotion of a safe and trustworthy service. In order to create a trustworthy environment for you, your fellow travellers, our business partners and our travel providers, we may use personal data for the detection and prevention of fraud and other illegal or unwanted activities, as well as for security purposes (e.g. authentication of users and bookings). For such purposes, we may have to stop or put on hold certain bookings.
One example of this is our five-attempt password policy (if you incorrectly enter your password more than five times, we will block your account, requiring you to change your password).
Another example is our preventive stolen-credential control on the internet (if we could have any hint that your credentials could have been compromised, we may also block your account and ask you to reactivate it with a new password).
With these examples, among other actions, we protect your data and reduce fraud risk.
Legal basis: This processing relies on our legitimate commercial business interest to prevent fraud. Legal obligations could also apply.
Legal purposes. Finally, in certain cases, we may need to use your information to handle and resolve legal disputes, for regulatory investigations and compliance, to enforce our Terms or to comply with lawful requests from law enforcement.
Legal basis: This processing relies on legal obligation compliance.
We do not make automated decisions based on profiles, beyond the legitimate prevention of fraud on the internet and the customization of your user experience, marketing and advertising. In any case, such an automated decision will not produce legal effects or similarly significantly affects you.
Which kind of personal data do we collect?
The personal data that we may collect about you broadly fall into the following categories:
Information you give to us.
Personal and contact details (e.g. full name, email address, telephone number, date of birth…, as necessary) for enabling the booking, register an account with us, provide services and information, subscribe to our marketing communications, and/or submit enquiries to us. Please bear in mind that your email will be your identity data. We will be able to link your information based on your email.
Billing information (e.g. credit card number, cardholder name and billing address) to make a payment.
Security data (e.g. password) when you create an account with us.
Travel companion details (e.g. personal information, travel preferences…) when booking, creating an account, etc. In any case, you should have previously obtained the consent of other individuals prior to providing us with their personal information and travel preferences, as any access to view or change their information will be available only through your account or email.
Other information (e.g. travel marketing preferences, additional information given in a survey, competition or by chat, email or call, etc.).
Information that we automatically collect from your use of our services.
Information from your device (e.g. IP address, browser type, internet service providers, geographic location, technical information about the device, the time and duration of request and visit, the method used to submit the request to the server). When you visit our websites or app, we may automatically collect certain information from your device Please note that we may associate this information with your account.
Other technical information such as how your device has interacted with our website or app (e.g. the pages accessed and links clicked) or by other means.
We use this information, as well as the personal data provided defined hereinafter, to analyse traffic, provide you with social media related services, customize advertising, improve quality and tailor your searches, to prevent and detect fraud. We will share it (in some cases with your email in hashed, de-identified form) with third parties; where some of them, such as payment providers and financial institutions (fraud detection, prevention or chargeback purposes) could be acting as autonomous data controllers. If you sign up for our website using your social media account, link your account on our website to your social media account, or use certain other social media features of ours, we may access information about you via that social media provider in accordance with the provider's policies. The information may include your name, email address, profile picture, gender, list of friends, and other information that you authorize us to receive.
Some of this information may be collected by using cookies or similar tracking technology. The processing of the information collected through cookies is based on a different legal basis (e.g. they can be necessary to provide our services, based on your consent). For more information, please check our Cookies Policy.
Information we collect from third parties. We lawfully periodically obtain personal information about you from business partners and other independent third-party sources (e.g. contact information such as email, purchase or demographic information).
How will we collect this information?
We usually collect your personal data from the information you submit during your relationship with us. The above data may be collected from the following sources:
Information generated about you when you purchase or make enquiries, regarding a travel arrangement; via the phone, email or website.
When you subscribe to receive marketing from us (e.g. e-newsletters).
When you speak to our customer services team.
When you enter competitions or register for promotions
In some circumstances, it may be necessary for us to collect personal information about you from a third party. This includes where a person makes a travel booking on your behalf which includes travel arrangements to be used by you (e.g. a family or group booking or a travel booking made for you by your employer). Where this occurs, we will rely on the authority of the person making the travel booking to act on behalf of any other traveller on the booking.
Where you make a travel booking on behalf of another person (e.g. a family or group booking or a travel booking made for an employee), you agree you have obtained the consent of the other person for us to collect, use and disclose the other person's personal information in accordance with this Notice.
With whom do we share your personal data?
We may have to share your personal data with the parties set out below for the purpose explained
Other entities who provide sales, call centre support and administrative services for the fulfilment of your orders and resolving customer services issues.
External third parties who provide IT technical services, data centre services, call centre support, back-office support and email marketing automation services.
Suppliers for travel arrangements, including flight booking, temporary accommodation, transport and visa arrangements.
So that you can travel, in certain circumstances, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate.
Where applicable, we require all external third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
When you visit our website, use any of our mobile applications or open communications from us, our servers may record data regarding your device and the network you are using to connect with us, including your IP address.
We collect your Internet Protocol (“IP”) addresses to track and aggregate non- personal data. For example, to monitor the device, browser utilised and geographic locations from where customers and visitors navigate our site.
Tracking Technologies / Cookies
In addition to the first party cookies mentioned above, we may use anonymised third-party web analytics services on our websites and mobile apps, such as Google analytics. The analytics providers that administer these services use technologies such as cookies, to help us analyse how visitors use our website.
Visiting our website from outside the United Kingdom
In case you visit/browse our website from outside the United Kingdom, kindly be alerted that your data may be transferred to/stored in/and processed in the UK. The preservation/protection of the data/information and other laws of the United Kingdom and other countries that your data may be transmitted to may not be as all-inclusive as those in your country, but be assured that we take all the necessary steps to guarantee that your privacy is maintained and protected. By using our features/services, you authorize and fully understand that your information could be transmitted to our facilities and other third parties with whom we share it as described in this Policy.
How to Reach Us
Email:- Email For General Enquiry: email@example.com Information about travel plans: firstname.lastname@example.org
Call:- Get in touch with our customer care executives for your queries regarding flight tickets, hotel bookings, holiday packages, car hire, cancellation and refund by calling us at free phone: 0207 112 8370
If you have any suggestion, appreciation and feedback to provide for our services and assistance, feel free to drop us a mail at: email@example.com