Terms and Conditions
BOOKING CONDITIONS for CLUB & SCHOOL GROUPS
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency.
We will provide you with financial protection for any ATOL protected air package or flight that you buy from us by way of our Air Travel Organiser’s Licence number 9992, administered by the Civil Aviation Authority (‘CAA’). When you buy an ATOL protected air package or flight from us you will receive an ATOL Certificate. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail. If we do fail, any money held at that time by the agent, or subsequently accepted from you by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times.
We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com.
If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply.
We are a Member of ABTA, membership number Y2475. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct
YOUR TOUR CONTRACT
Bookings must be made in writing on our Booking Request Form and accompanied by the appropriate deposit as per our quotation letter, and the contract between us will be created when we send written confirmation in the form of our tour confirmation and invoice. For all bookings made within 8 weeks of departure, the holiday contract is confirmed as soon as either verbal or electronic confirmation of the booking is provided.
When making this booking, you warrant that you have the authority to enter into this contract on behalf of all other members of your party and that you are also responsible for ensuring due payment of all monies payable in respect of this booking, in the event of default by any member of the party.
All tours have been based upon a minimum number of passengers travelling together, as shown in our quotation. In the event of any cancellations, we reserve the right to provide a new quotation based on the new numbers as well as retain the deposits of those who have cancelled. 10 is the minimum ‘group’ size. Should numbers fall below this your booking is at risk and may have to be cancelled. If up to 8 weeks prior to departure tour numbers drop below 10 and you are unable to cover any additional costs incurred as a result, the booking will be treated as a cancellation.
The price of your tour is subject to surcharges if increases occur in transportation costs (including fuel), dues, taxes (such as increases in or imposition of VAT or other Government imposed taxes) or fees chargeable for services such as landing taxes, embarkation/ disembarkation fees at ports and at airports and currency fluctuation.
In the case of all surcharges we will endeavour to advise you as soon as possible and we will absorb an amount equivalent to 2% of the tour price which excludes insurance premiums and any amendment charges. Only amounts in excess of 2% will be surcharged and we will forward an amendment invoice reflecting any changes made. However if the surcharge means paying more than 10% extra on the tour price you will be entitled to cancel your tour with a full refund of all monies paid with the exception of any monies paid to us in respect of insurance premiums and amendment charges. If you do decide to cancel because of this you must do so within 14 days of the date of issue of the amendment invoice. No surcharges will be applied within 30 days of your departure. Should the price of your tour go down due to the changes mentioned above, by more than 2% of your tour cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Prices are in pounds sterling and have been calculated on the date of your quotation at the exchange rate issued by Barclays Bank Plc on that day.
The UK government has announced their intention to replace Air Passenger Duty, which is payable by all passengers on flights departing from UK airports, with a new Emissions Tax, known as Aviation Duty. At this time we are not aware of the final details of the New Duty, and prices have therefore been calculated as if Air Passenger Duty continues to be in effect. In the event that our costs increase as a result of the change, we reserve the right to adjust the prices shown to reflect those changes in costs.
Many of the flights and flight-inclusive holidays in this brochure are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed in this brochure. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
Deposit payments and structure are as follows:
European Coach Tours: £75 deposit per person (pp)
European Air Tours: £150 deposit pp (where flight costs have to be paid in full on booking, then a further interim payment may be necessary).
Midhaul Tours: £200 pp initial deposit followed by a £200 pp interim deposit.
Longhaul Tours: £250 pp initial deposit followed by a £250 pp interim deposit.
The interim deposit due date will be made known to you at the time of booking and is generally 2 to 4 months after the first deposit has been received depending upon how close to departure you pay your first deposit. There are occasions when an additional payment may be recommended in order to avoid fuel surcharges on flight bookings. This will be communicated to you as, when and if applicable.
Final balance is due 12 weeks prior to departure.
If you are booking within 12 weeks of departure, you must pay the full amount at the time of booking. If you book earlier and send a deposit, then we must receive full payment at least 12 weeks before your departure date. If you do not pay within 12 weeks then we reserve the right to charge £25 per booking and your tour may be cancelled and cancellation charges will be due. Payment may be in the form of cash, cheque, bankers draft or by suitable credit card recognised by Gullivers Sports Travel. Please note that all payments made on a credit card (whether deposits, part payments or final balances) will be subject to a credit card fee of 2.5%. American Express and Diners Club cards will not be accepted. No charge is made if you wish to pay by Debit card. Bounced cheques will incur a charge of £25 per cheque.
We will not be charging credit card fees after the 13th January 2018.
HEALTH AND TRAVEL ADVICE
It is your responsibility to check with your doctor at least 2 months prior to departure for the latest requirements, recommendations and any associated costs. A copy of the 'Health Advice for Travellers’ issued by the Department of Health can be provided upon request.
It is your responsibility to check any country related travel advice before embarking on your trip. Specifically any advice issued by the British Foreign and Commonwealth Office: www.fco.gov.uk.
PASSPORTS AND VISAS
It is your responsibility to be in possession of a valid passport and any necessary visas, or health documents, as required, for the entire duration of your holiday, and to ensure that you meet the entry requirements of the countries that you are travelling to. Requirements may change and you must check the up to date position in good time prior to departure. The name in the passport must match the name on your ticket where provided. We cannot accept liability, or consider refunds if you cannot travel, because of incomplete, or incorrect documentation.
Passenger information is required in advance by a number of countries and airlines. It is your responsibility to provide this information to us or the airline as instructed. Failure to do so may result in you being denied boarding or refused entry to your destination. Emergency Contact Details may also be required. It is your responsibility to provide this information and you will be liable for any costs incurred should you fail to do so.
It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Passenger Name Recordds (PNR) and/or Advanced Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders’. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure. For Thomson Airways flights you can do this by accessing http://eapi.thomson.co.uk or by calling 0844 871 1597. You will need your booking reference number, lead name’s surname and date of departure to access the website.”
When travelling to Canada you must check with your foreign office and the Canadian authorities that you have the correct passport and comply with the visa requirements. Under Canada’s eTA program, citizens from countries other than the United States, who do not need a visa to enter Canada, will need to obtain an online authorization before flying to Canada, unless otherwise exempted. The earlier travellers get their eTA, the sooner they will benefit from knowing they have been pre-screened to enter Canada. A fee of $7 is payable for processing an application for an electronic travel authorization. An application for an electronic travel authorization must be made by means of an electronic system that is made available by the Department (Citizenship and Immigration Canada) for that purpose. An electronic travel authorization is valid for a period of five years from the day on which it is issued to the applicant or until the earliest of the following days, if they occur before the end of that period: (a) the day on which the applicant’s passport or other travel document expires, (b) the day on which the electronic travel authorization is cancelled, or (c) the day on which a new electronic travel authorization is issued to the applicant.
When travelling to the US you must have the correct passport to travel on the Visa Waiver Programme or have obtained the correct visa, valid for your stay. Each person wishing to visit the US must have either; i) an e-passport (if your passport is issued after 26 October 2006), or a machine readable passport (containing a digital photograph) if your passport is issued after the 26 October 2005 and a Visa Waiver Form or ii) a valid passport and a valid visa which must be obtained before travel from the US authorities. The US authorities require passengers travelling under the Visa Waiver Programme to register for electronic travel authority on the Electronic System for Travel Authorisation (ESTA). If you have not applied for and received travel authorisation via ESTA prior to travel you may be denied boarding, experience delayed processing, or be denied admission at the U.S. port of entry. However, neither possession of a visa nor meeting the basic requirements for travelling visa-free on the Visa Waiver Programme guarantees admission to the US. As with most countries, the final decision is made by immigration officials at the port of entry. You can apply online by completing the application form at https://esta.cbp.dhs.gov and paying a fee. If you are refused boarding or denied admission at the U.S. port of entry, you will still be subject to our cancellation charges in accordance with the terms of our contract with you. For additional specifics about the Visa Waiver Programme please consult the Visa Waiver Programme information on the U.S. Embassy London website www.usembassy.org.uk. We recommend that you carry your ESTA approval with you when you travel and recommend you register at least 72 hours before departure. Please Note: when you register for ESTA you must have a valid passport at the time of registration and for any travel to the USA your passport must be an e-Passport that contains the microchip and the e-passport symbol. If you have applied for a post dated passport (for example to reflect a change in name) this passport will not be valid until the effective date noted in the passport. Children and minors wanting to travel with a Visa Waiver Form must hold their own machine readable passport or e-passport.
Please note that the nationals of some countries can only travel to the US if they have a valid visa as they are not eligible for the Visa Waiver Programme. There is a $14 fee per person charge which is payable by credt or debit card when applying. As announced by the U.S. Customs and Border Protection, the fee will recover the costs incurred by the U.S. Customs and Border Protection of providing and administering the ESTA systems and is in addition to the mandatory $10 travel promotion fee established by the Travel Promotion Act of 2009. This is subject to change.
If, in the opinion of the Gullivers Sports Travel representative/escort in resort, your behaviour or the behaviour of anyone in your touring party is such that it impairs the enjoyment or upsets other clients, disrupts the tour party or upsets any of our local suppliers, in the first instance you will be given a warning but if the unacceptable behaviour persists, we reserve the right to terminate all tour arrangements immediately without refund. Any charges incurred as a result of unacceptable behaviour are the responsibility of the group or individual and must be paid for prior to your departure from the resort or hotel.
The flight timings in your confirmation, although correct at time of issue, can be subject to alteration by the various foreign and UK Airport Scheduling Committees or for operational reasons. Clients are advised that they must adhere to the timings as set down in the final documentation.
IF YOU HAVE A PROBLEM OR COMPLAINT
We can usually sort out any complaints you may have. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. If you prefer, you can take your complaint to the County Court or another suitable court. Information regarding complaints may b shared with other tour operators.
CHANGES BY YOU
If you wish to make a change to your booking in any way, you must make your request in writing as soon as possible. If the amendment is possible there will be a minimum charge of £50.00 per person plus any additional costs incurred. Changing dates, names or numbers travelling are major changes which will either incur an amendment fee by the airline plus our fee or in some cases will have to be treated as cancellations and subsequent re-bookings. For flight inclusive bookings, any changes may be treated as cancellation and cancellation charges will apply in accordance with individual airline policy. Similarly a change of tour made within 8 weeks of departure may be treated as a cancellation and charges may be levied as set out below. If you wish to make any changes while on tour, any additional costs incurred must be paid for by you or the organisation you are representing. Gullivers Sports Travel is not liable for these changes unless otherwise agreed in writing.
CANCELLATION BY YOU
Cancellations must be made in writing by the person who completed/signed the Booking Request Form and sent by recorded delivery post. A cancellation is not effective until the Company receives the letter. You will receive a cancellation invoice from us within two weeks of receipt of your cancellation.
Period before departure date Cancellation charge
(From the date letter received) expressed as % total tour cost
Before 84 days .. .. .. .. .. .. Deposit(s) plus any non-refundable flight costs
83-56 days .. .. .. .. .. .. 50% plus any non-refundable flight costs
55-29 days .. .. .. .. .. .. 75% plus any non-refundable flight costs
28-0 days .. .. .. .. .. .. 100%
CHANGES BY US
Your tour arrangements cannot be confirmed by us until your flights are in range and availability and costs have been confirmed to us by the airline, usually 10 to 11 months prior to departure. After this point, it is unlikely that we will have to make changes to your tour, but due to the uncertainty surrounding availability of fixtures (and billets if applicable) sometimes we may need to make changes which we reserve the right to do at any time. Most are very minor but where they are major (eg change of airport (but not change of London airport), resort area, or time of departure or return by more than 12 hours, or offering accommodation of a lower rating) we will inform you as soon as possible.
If a MAJOR change becomes necessary you have the following options:
1. Accept the alternative offered, together with compensation which may apply (at least as shown on the scale shown below) if full payment has been received by us.
2. Cancel your tour in which case a full refund of all monies paid to us will be made and compensation where appropriate.
Period before scheduled departure within which a major change is notified to you/your travel agent
Compensation per person
More than 84 days before departure
83 - 56 day
55 - 28 days
27 - 0 days
The above payments of compensation are not payable should minimum numbers not have been attained nor where any change to or cancellation of the tour has been caused by unforeseeable or unusual and unforeseeable circumstances outwith our control and which were unavoidable even if we had exercised all due care (Force Majeure). These circumstances of Force Majeure include (without limit to this definition) war or threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions and cancellation or postponement of sports tournaments and/or individual matches.
In February 2005 a new Europe-wide law relating to denied boarding, delays and cancellation of flights came into force. This law granted rights to passengers including in certain circumstances the right to cancel their flight and receive reimbursement of the cost of the flight from their airline. Full details of these rights are publicised at EU airports and are also available from affected airlines. However, you should note that reimbursement of the cost of a flight that forms part of your tour is the responsibility of the relevant airline and will not automatically entitle you to reimbursement of the cost of your tour from us.
LIMITATIONS ON OUR LIABILITY
Our liability to you for any loss or damage which you may suffer is limited to three times the price of your tour, except where you have suffered personal injury resulting from the non-performance or improper performance of the services involved in the tour.
Any compensation payable by us shall be limited in accordance with the lowest limit allowed under applicable International Conventions governing the services; such as the Warsaw Convention 1929 (as amended) and the Montreal Convention 1999 which cover
travel by air and the Athens Convention 1974 which covers transport by boat. Transport operators have their own conditions of carriage and when arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those conditions of carriage. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. These provisions and conditions may limit or exclude liability for death or personal injury, or loss or damage to luggage, and may make special provision for valuables. A copy of the International Convention or the conditions of carriage applicable to your tour can be supplied upon request.
OUR LIABILITY TO YOU
We accept responsibility for the proper performance of our obligations under this contract, subject always to the limitations set out above. We will perform such obligations with reasonable skill and care. We are not responsible for any failure that is:
· Attributable to you or a member of your party;
· Attributable to a third party unconnected with the provision of the services to you, and is unforeseeable and unavoidable;
· Attributable to an event which either ourselves or the supplier of the service(s) in question could not have foreseen or forestalled even with all due care.
Although we cannot accept responsibility for clients who by misadventure suffer illness, personal injury or death during the period of their tour arising out of an activity which does not form part of the inclusive tour or excursions booked through the company, general assistance may, at our absolute discretion, be afforded to clients to a maximum of £5,000 per booking. In the event either of there being a successful claim against a third party or there being suitable insurance policy/ies in force, the Company is entitled to recoup from you the costs incurred by us in giving this assistance.
Cancellation or curtailment of a major sporting fixture is an extremely unusual occurrence and totally beyond our control and we accept no responsibility to refund or compensate for changes to a tour for reasons beyond our control. Every effort will be made to offer alternative arrangements and in the unlikely event of a cancellation any refund obtained for any of the services will of course be refunded to the client.
FIXTURES AND BILLETS
We undertake to provide you with the fixtures and billets as described. Once written confirmation of these has been obtained by us/our local agent neither we nor our local agent can be financially responsible for any withdrawal or alteration of this offer. Should this occur, we undertake to provide the most suitable alternative at the time, at the least possible expense to you, with any hotel accommodation required in place of billets to be on a bed and breakfast basis only. An indication of possible additional costs can be provided on request at any time. An exception to the above applies to one-fixture tours, where we would consider cancellation of the only fixture for reasons other than force majeure a MAJOR change.
Billet accommodation is provided by host families free of charge, or for a nominal fee, to the organization that they are affiliated to and therefore we have no control over the local organization of your billets (homestay) accommodation; therefore neither we, nor our local agents, can be financially responsible for the failure to secure, the withdrawal of, or any alteration to billets associated with your booking.
This will include any experience failure, withdrawal or alteration, we will undertake to provide the most cost effective, suitable, alternative accommodation on a bed and breakfast basis at the time and pass the cost to you in full. Our Safety Management System outlines the H&S diligence that we are reasonably able to undertake with regard to this accommodation choice. We can advise you of sample accommodation and meal cost provisions that you may wish to consider at the time of booking. A copy of our homestay policy is available at the time of booking.
Where any policy issues difference arise due to the school or local education authorities making changes to their standards which has an effect on your requirements either prior to booking or once the tour has been confirmed and this, then results in a group not wishing to take up the homestay accommodation which we have sourced on our policy terms, any additional costs, such as for replacement accommodation and meals, will be passed on to the group, as per our booking terms and conditions.
PRESENTATION OF INFORMATION
All information provided has been compiled from up-to-date details and we have taken the utmost care to ensure its accuracy. There may be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances necessary for maintenance (swimming pools for example), unsuitable weather, fuel shortages, accidental damage to accommodation or other circumstances totally beyond our control. If we are advised of this, we will inform you as soon as possible. We do our best to meet any special requests made by you and to pass these on to the appropriate persons provided they are clearly noted on the Booking Request Form. However, we can only guarantee those special requests confirmed by us in writing.
YOUR TOUR INSURANCE
Under the terms of this contract you are required to have suitable travel insurance. We recommend you take out insurance as soon as your booking is confirmed. You can either purchase our tour insurance or arrange a policy yourself providing comparable or greater cover under all sections as that provided by our special tour insurance. We can confirm that the travel insurance we offer provides adequate cover for normal requirements, but it is your responsibility to arrange additional cover if required for activities classified as ‘high risk’ such as white water rafting, ski-ing, quad biking etc. We may be able to assist with additional cover for certain ‘high risk’ activities, but not for all. Insurance policies will only be issued on the receipt of premiums and a name list with dates of birth for under 18’s. If you decide to decline our insurance cover we will require a signed insurance indemnity form which will be sent to you at the time of confirmation.
OUR DATA PROTECTION COMMITMENT
TTSS Ltd. is part of the Travelopia group of companies (https://www.travelopia.com/). Here at Gullivers Sports Tours we understand the concerns about how data may be stored, sent and used by companies. We are committed to complying with all data protection laws and want you to feel confident in the measures we are taking to uphold your data privacy rights.
WHAT INFORMATION MIGHT WE COLLECT ABOUT YOU?
We do our best to keep the information we collect about you to the minimum necessary.
The information we collect depends upon how you are interacting with us. For example, if you’re booking a holiday or tour with us we are likely to ask for more information than if you’re only requesting a brochure or browsing our website. We may collect, use, store and transfer different kinds of personal information about you, which we have summarised in the box below.
Details about you: Your first and last name, marital status, title, gender, e-mail address, telephone number, date of birth, loyalty membership details, your reasons for travel, meal and other travel preferences or dietary requirements.
Payment details: Details about payments to and from you and other details of products and services you have purchased from us. Your bank details only in the event of making a refund to you. This information is deleted immediately after any transaction.
Identification documents: If you are travelling on a route requiring advance passenger information, your passport or identity card details including your passport number, the country in which your passport was issued and the expiry date.
Details about your booking with us: Details such as where you are flying from and to, your booking information (including anyone else on the booking), any onward travel details if relevant, details of experiences or excursions booked through us, baggage requirements, upgrade information, lounge visits, seat preferences, meal preferences or requirements, details of any special assistances required and any other relevant information so that we can provide you with the travel or other service you have arranged with us.
Details from your interactions with us: Information about interactions or conversations with us and our staff, including when you make enquiries, comments, complaints or submit feedback to us. This could also include username and password and your interests, marketing preferences and survey responses.
Your use of our systems and services: This includes how you use our sites, social media pages, IP addresses and information you may post on social media.
Job applications: If you apply for a job with us, your CV, work history, educational details and the role you are applying for.
Special types of data: In some circumstances we may need to collect information from you that is deemed sensitive. For example, we might collect:
- Data about your health. Knowing your dietary requirements and any medical conditions you have will ensure that the trip is suitable for you and any necessary adjustments are made.
- Information about your religion (for example if you specify a meal preference that indicates a particular religion, such as a kosher or halal meal).
We try to limit any sensitive personal data we collect to the minimum possible. Unless we have a specific lawful reason to use this information, we will ask for your consent to collect it.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
HOW DO WE COLLECT YOUR INFORMATION AND WHY?
Depending upon your interactions with us, we might collect information in the following ways:
Direct Interactions: You may give us your identity, contact and financial data by filling in forms or by corresponding with us by post, phone and email or otherwise, This includes personal data you provided when you:
- book or search for a holiday or other service (such as a flight, cruise, hotel lounge access, transportation or special assistance) via one of our websites, any apps we use, retail stores, our call centre;
- fill in part of the booking information on our site but do not complete the booking;
- request a brochure, sign up to receive email updates, participate in any of our competitions, promotions (for example via any social media channels, email or our site), surveys or market research;
- create an account on our website and enter information onto online forms;
- provide us with information about an accident, illness or incident that occurred or some other feedback;
- apply for a job with us by email or via the site;
- contact us via our offices, social media, post, email or instant messenger. Our interactions with you may be recorded and monitored for the purposes of improving customer service, quality assurance, training, security and general business purposes; or
- attend any of our events.
Automated technologies or interactions
As you interact with our website, we may automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies.
Third parties or publicly available sources
We may receive personal data about you from various third parties as set out below:
- airlines, hotel providers or other parties we work with if you make a complaint to them;
- analytics providers
WHAT DO WE USE YOUR INFORMATION FOR?
Under data protection laws we are allowed to use personal information only if we have a proper reason to do so such as:
- to fulfil a contract we have with you or;
- when it is our legal duty or;
- when it is in our legitimate interest (or those of a third party) and your interests and fundamental rights do not override those interested or
- when you consent to it
Generally we do not rely upon consent as a legal basis for processing your personal data other than in relation to sending our own or third party direct marketing communications to you via e-mail or text message. You have the right to withdraw consent to marketing at any time by contacting us.
We have set out below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
- To manage your booking with us. We will use your information to provide you with any travel or event services that you request or purchase. This entails booking your flights, accommodations, organising tours, transportation and car hire and providing you with your tickets (on the basis of performing our contract with you) and providing you with any special assistance you require (where you give us your consent).
- To contact you with information about your bookings and support services: We will use your contact details to send you communications which relate to your booking or services you have requested. The types of information usually included would be: e-mails responding to enquiries, providing you with tickets, alerting you to changes in itineraries or responding to any complaints you have. We do these things in order to fulfil our contract with you and on the basis of our legitimate business interest of providing you with customer service.
- To provide assistance with online bookings. We may collect information when you enter it into forms on our websites but do not complete your booking. We do so in order to offer assistance in case you are experiencing difficulties using our websites.
- To enable you to partake in a prize draw, competition or complete a survey: We do this to perform our contract with you or for our legitimate events of studying how customers use our services, develop them and grow our business.
- To send you marketing communications. We will use your information to contact you in order to keep you up to date with the latest news, offers, events, sales, brochures, promotions and competitions that we consider may be of interest or relevant to you. We will usually only do this when we have your consent to do so or on the basis of our legitimate interest to provide you with customer service. Please see the Marketing section below for more information.
- To personalise your customer experience and improve our service. We use your information to provide you with a more personalised service. This might include personalising the communications we send to you with preferences, sending you only with advertising that we think you might like and/or enhancing your holiday experience (on the basis of our legitimate interests to present you with the right kinds of products and services). We may also record and/or monitor calls in order to improve our customer service.
- To ensure security and protect our business interests. In certain circumstances, we use your information to ensure the security of our services, buildings, and people, including to protect against, investigate and deter fraud, unauthorised or illegal activities, systems testing, maintenance and development (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so);
- To process your job applications. We will use your information to process any job applications that you submit to us, whether directly or via an agent or recruiter (speculatively or in response to any ad) (on the basis of our legitimate interest to recruit new employees or contractors);
- To optimise our sites. If you use our sites, we will use your information to ensure that the content from our websites are presented in an effective manner for you and your device, to provide you with access to our sites in a manner that is effective, convenient and optimal, and to provide you with content that is relevant to you, using site analytics and research and in certain circumstances combining that with other information we know about you (on the basis of our legitimate interests to operate and present an effective and convenient website to our website users);
- To use data analytics to improve our website, products/services, marketing, customer relationships and experiences. This is necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
- To conduct research. We use your information to carry out aggregated and anonymised research about general engagement with our services and systems, or if you choose to participate in customer surveys, consumer focus groups and research (on the basis of our legitimate interests to improve our products, services and customer service); and
- To comply with our legal obligations. In certain circumstances, we will need to use your information to comply with our legal obligations, for example to comply with any court orders or subpoenas (on the basis of our legitimate interests to comply with a legal obligation).
WHAT ABOUT OUR MARKETING PRACTICES?
When we will get in touch with you
One of the other reasons we sometimes collect your information is so that we can form a view on what we think you may want or need, or what may be of interest to you. With this information we decide which products, services and offers may be relevant for you and what marketing you may be interested in.
We keep you up to date with our latest offers, partnerships, sales, promotions, competitions (or those of our partners such as other members of the Travelopia group) that we think might be of interest/relevance to you.
We will only contact you in this way if:
- You have signed up to receive marketing communications from us or one of the other Travelopia companies and have not later told us that you don’t want to hear from us.
- You have made a booking with us and have not told us that you do not want to hear from us.
What if you don’t want to receive marketing?
We never want to send our marketing to someone who isn’t interested in receiving this content. If you have decided that you no longer wish to hear from us, you can unsubscribe from marketing by clicking on the ‘unsubscribe’ link included in all of our e-mails or by contacting us.
Third parties and marketing
We do not pass your information to other parties for marketing purposes unless you agree to us doing so. We will get your express opt-in consent before we share your personal data with any company outside the Travelopia group of companies for marketing purposes.
Sometimes we may use 3rd parties to send the communication to you on our behalf. We use a third-party provider, Dotmailer, to deliver our brochures/monthly e-newsletters. However, these companies do not have the right to send marketing to you for their own purposes.
The marketing material we send to you we may occasionally also include information about selected business partners who provide services closely related to our own product.
WHEN DO WE SHARE YOUR PERSONAL DATA?
In order to provide you with the services and on the lawful grounds described above, we may share your personal information with third parties such as:
- Third party suppliers we work with to provide your booking and our other services to you. We may share your information with parties such as travel agents, booking agents, airlines, hotels, tour operators, transport companies, excursion providers, airport authorities, insurance companies, car hire companies, ground handling agencies, and cruise companies.
- Other suppliers that we work with in connection with our business. We share your information with third party suppliers that we use to provide services in connection with the experiences we offer to you. This might include marketing agencies and/or companies that run our marketing campaigns, IT developers, service providers and hosting providers, third parties that manage promotions or competitions, third party software companies ground agents, site analytics providers, medical service providers and credit card screening companies;
- Airports, immigration / border control and/or other government authorities. Sometimes we have to provide ‘Advance Passenger Information’ about you to border or immigration authorities of the country of your travel destination. This would usually be the basic information contained in your passport but the laws of certain countries may require additional information. We will provide this information when we are required to do so.
- Third parties/other Travelopia companies for marketing. We share your information with any third party that you consent to our sharing your information with for marketing purposes;
- Credit references and fraud prevention agencies.
- Courts or advisors. We may have to share your information with other third parties (such as legal, accountants or other advisors, regulatory authorities, courts and government agencies) to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law; and
- Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all 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.
WHEN DO WE SEND YOUR DATA OUTSIDE THE EEA?
We will only send your data outside the European Economic Area (“EEA”) to:
- follow your instructions
- comply with a legal duty
- work with our suppliers and third parties who we use to help deliver our services
Some of our external third parties are based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA. If we do transfer information to parties outside of the EEA, we will make sure that it is given a similar degree of protection.
YOUR PERSONAL DATA RIGHTS
What are your rights?
We want you to feel reassured that you have control of your personal information. With this in mind, we have explained below the rights you have in relation to the personal information we hold about you:
- The right to ask us to correct any information you believe is incorrect.
- The right to ask us to not to use your information for marketing purposes.
- The right to receive a copy of the personal data we hold about you or to request that we transfer this to another service provider.
- In certain circumstances, the right to ask us to stop using information about you.
- The right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.
- The right to withdraw consent that you have provided to us to use your personal information.
How can you exercise your rights?
You can exercise these rights over your data by contacting us or by checking the applicable boxes on forms where we collect your information or to tell us that you don’t want to participate in marketing. You can also unsubscribe from any marketing circulation lists you are on by scrolling to the bottom of the e-mail and clicking the ‘unsubscribe’ link.
We will comply with your requests, unless we have a lawful reason not to do so. We may need you to provide additional details to confirm your identity in order to process your request.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
HOW LONG DO WE KEEP YOUR DATA FOR?
We will only keep your personal data for as long as necessary to fulfil the purpose we collected it for, including for the purpose of satisfying any legal accounting or reporting requirements.
We operate a data retention policy and look to find ways to reduce the amount of information we hold and the length of time we hold it for.
By law we have to keep basic information about bookings and our customers for six years for legal claims and tax purposes.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
HOW TO CONTACT US
If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us in writing to the following address:
108 High Street
Please contact us in the first instance if you have any concerns. If we are unable to resolve your concern, you have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk) or the relevant data protection authority where you live.
OTHER PRIVACY INFORMATION
Change of Purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Outside the European Economic Area (EEA), data protection controls may not be as strong as the legal requirements in this country.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.