1. Your Holiday or Tour Contract
When you make a booking you guarantee that you are over 18 years of age, you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. At the time of booking, you must make the payment referred to in clause 4. Subject to the availability of your chosen arrangements, a contract will exist as soon as we issue our invoice. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as applicable. “We”, “us” and “our” means TTSS Ltd trading as MasterClass Sports Tours.
If any information given on the Confirmation or any other document appears to be incorrect or incomplete, you must immediately inform us, as it may not be possible to make changes later. We regret that we cannot accept any liability if we are not notified of any inaccuracies in any document within ten days of our sending it out (or five days for tickets).
This contract is made on the terms of these booking conditions. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with under the ABTA Arbitration Scheme (if the Scheme is available for the claim in question and you wish to use it – see clause 3) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply)
If you had not seen these terms and conditions when you made your booking and you are not happy to proceed with the booking now that you have seen them please return all documentation to us within 7 days of receiving these booking conditions. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel. This clause does not apply if your booking was made within 12 weeks of travel.
If you have any special requests, these must be clearly expressed at the time of booking. We will do our best to meet them, but we do not guarantee that they will be met unless we specifically confirm this in writing. We do not accept any booking that is conditional on the fulfilment of a special request. If any of your group has particular medical condition or disabilities which may affect your tour or holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. Where we cannot reasonably meet such needs, we reserve the right to either decline the booking or cancel it when we first become aware of the details.
2. Your Financial Protection
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.
3. ABTA & ATOL
We can usually sort out any complaints you may have. But if we cannot agree, you can use the Arbitration Scheme devised for the travel industry by ABTA and administered independently, providing the dispute fits within the rules of the scheme.
This is a simple way of sorting out complaints and there are limits on the costs you might have to pay. You do not have to appear in person, but can send documents to explain your complaint. Details and application forms are available from ABTA, 30 Park Street, London, SE1 9EQ
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
4. The price of your holiday or tour
4.1 - We reserve the right to alter and correct errors in the prices of any of the tours and holidays shown in our brochure at any time before your booking is confirmed. You will be advised of the current price before your contract is confirmed.
4.2 - When you make your booking you must pay the deposit requested per person:
£75 per person
Flight Tour (Charter Airline)
£150 per person
Flight Tour (Low Cost Airline)
£250 per person
A £100pp interim payment is also required 8 weeks after securing your tour with opening Deposit.
Some airlines may require a larger deposit, as would booking within close proximity of your departure date. In these circumstances, details will be included within your quote.
The balance of the price of your travel arrangements must be paid when indicated on the invoice, and in any case, must be received by us at least 14 weeks before your departure date. If booking on or after the applicable balance due date, full payment must be made at the time of booking.
4.3 - Late payment fees: We reserve the right to levy a late payment fee of £50 per group if we have not received your payment by the agreed deadline date without a prior extension agreed in writing. We reserve the right to levy this fee every 3 days past the agreed deadline until the payment is received. If a payment is not received by deadlines set by us, we reserve the right to cancel your holiday as per the conditions laid out in clause 6.
4.4 - Prices are in pounds sterling and have been calculated on the date of your quotation at the exchange rate issued by our treasury on that day. Please note; your holiday price is subject to change due to any exchange rate fluctuation prior to confirmation of booking and receipt of deposits.
Once the price of your chosen holiday has been confirmed at the time of booking, then subject to the correction of errors, we will only increase or decrease the price in the following circumstances. Price increases or decreases after booking will be passed on by way of a surcharge or refund. A surcharge or refund (as applicable) will be payable, subject to the conditions set out in this clause, in the event of any change in our transportation costs or in dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports or in the exchange rates which have been used to calculate the cost of your holiday.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge £1.00 per person. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. You must inform us within 14 days of the date of the Surcharge Invoice if you want to cancel or change your holiday, otherwise we are entitled to assume that you will pay the surcharge.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
Should the price of your holiday go down due to a decrease in any of the costs mentioned above by more than 2% of your holiday 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. Where a refund is due, we will pay you the full amount of the decrease in our costs.
We promise not to levy a surcharge within 30 days of departure. No refund will be payable during this period either.
5. If You Change Your Booking
5.1 - All changes must be notified to us in writing. We reserve the right levy a fee of £50 per booking in addition to any costs levied by our suppliers. You should be aware that these costs could increase as the departure approaches and that changes are made as soon as possible.
5.2 - The price of your tour is based on the number of people you have identified as being members of the touring group on the submitted Booking Form. It should be noted that a reduction or increase in the numbers travelling in the group from those originally booked, may have an effect on the overall price per person i.e. your price per person may be increased as your tour price will be re-calculated for the new party size. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your tour. If you are substituting or adding members to the group, the additional members must confirm that they agree to be bound by these terms and conditions. If changes are made we will amend and reissue your invoice accordingly.
5.3 - Airline Name Changes: Most airlines do not allow name changes after tickets have been issued or in the case of some carriers (Easyjet or Ryanair etc;) once names have been received. In this instance the charge is usually the full cost of the flight. If your invoice settlement is overdue at the time of requesting a name change this must be paid in full before the change can be made. For all name changes, where a change can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with the applicable amendment fee as stated above must be paid before the transfer can be effected.
IMPORTANT: For groups travelling by air it is the responsibility of the group leader to ensure that names are exactly as they appear on the passport with no abbreviations.
6. If You Cancel Your Holiday or Tour
You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking must be given and the cancellation will be effective from the date it is received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges shown below:
Period before scheduled departure date written notification is received by us - Cancellation charges (including the deposit paid) as a percentage of the total price
- More than 56 days - Deposit and all interim payments plus any non refundable flight costs
- 55-29 days - 75% of the price
- 28-0 days - 100% of the price
If one or more members of your party cancel, this may mean that the holiday price of the remaining members may be increased to reflect this. 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%.
It should be noted that any additional deposit paid for confirmation of a holiday addition, flight upgrade, or certain tailor-made packages will be included in the scale of cancellation charges detailed above. Should cancellation occur more than 12 Weeks from departure, the cancellation charge will, therefore, be loss of deposit plus this additional payment.
7. If We Change or Cancel Your Holiday or Tour
7.1 - General changes: It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date.
Any flight timings given on booking are for general guidance only and are subject to change. The latest timings will be shown on your Invoice. However, the actual flight times will be those shown on your Final Tour Details document or tickets, which will be dispatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched – we will contact you as soon as possible if this occurs.
We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 12 weeks before your departure date except for reasons of force majeure or failure by you to pay the final balance. If we cancel your confirmed booking, we will offer you the choice of a refund of all monies paid to us for your booking or, subject to availability, alternative travel arrangements of comparable standard from us, if available and if there is time to do so before departure. Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where we are forced to make a change as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care.
In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer (or, if the actual carrier(s) is not known, the likely carrier(s)) that will operate your flight(s)) at the time of booking. We will do this as soon as reasonably possible after this information is available to us. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible.
If the carrier with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/ the carrier are unable to offer you a suitable alternative the following provisions of this clause will apply on the basis that the change is a major one.
Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Except as set out above, such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard, closing of hotel facilities for improvement, or emptying of a swimming pool for cleaning etc if alternative facilities are nearby.
7.2 - Sporting Fixtures: We go to great lengths to ensure the reliability and success of every sporting fixture we arrange. While we take every possible step to prevent tour fixtures suffering last minute cancellations, in a very small minority of cases, this can happen. Unless a cancelled fixture is the only fixture of a one-fixture tour and has been cancelled for reasons other than force majeure, we cannot be held responsible for this and it will be considered a minor change. Cancellation of the only fixture on a one-fixture tour for reasons other than force majeure will be considered a major change.
7.3 - Major Change: This means that there has been a significant change of resort, a change of accommodation to that of a lower category, a change of flight time of more than 12 hours, substantial changes to routings or itineraries, the cancellation of just one fixture (for reasons other than force majeure) where the booked tour itinerary includes just one fixture, a change to destination airport and a change of departure airport (except between London Stansted, Luton, Heathrow & Gatwick airports). Please note that these are examples only and there may be other changes, which are considered major.
If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time to do so before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available, or cancelling your booked holiday and receiving a full refund of all monies paid, detailed below:
7.4 - Compensation will not be payable and no liability beyond offering the above mentioned choices can be accepted where (1) we are forced to cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or (2) we have to cancel because the minimum number of bookings necessary for us to operate your holiday has not been reached (see above). No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time) or where a change is a minor one.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
It is possible, though very unlikely, that we may be forced by reasons of force majeure to change or cancel your booking after departure, but before the end of the arrangements. In this extremely rare scenario, unfortunately we cannot make any refunds (unless we can obtain them from any supplier), nor pay you any compensation, nor refund any expenses you may incur.
8. Force Majeure
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
9. Damage, Delays, Disruption or Loss
9.1 - There is no guarantee that flights, ferry crossings, coaches, trains or any other transport will depart at the specified time. During any delay, we will use our reasonable endeavours to arrange for the sub-contractor to provide appropriate meals, but we will not guarantee or make such provision ourselves.
9.2 - Abandonment of the tour by members of the touring group because of delays, that adversely affect the purpose of the tour, will be regarded as cancellation by you.
9.3 - The tour organiser must ensure that all members of the touring group are available for departures as specified in the itinerary. We cannot accept responsibility for missed departures or be liable for any claims made on this basis.
9.4 - In the unlikely event of delay due to contracted transport mechanical failure, please follow the procedures as detailed on your Sports & Travel Insurance policy.
10. Tour Itinerary
10.1 - To the best of our knowledge and belief, all information given is accurate at the time of publication. We do not own or control the provision of amenities, attractions and facilities, and they are therefore subject to change or cancellation without notice. In the event that such alteration or cancellation is a MAJOR change, the remedies set out at Condition 4.2 will be available to you.
10.2 - Sporting fixture arrangements are made in good faith. In the event of late changes or cancellations due to circumstances beyond our control (e.g. pitch safety, weather, etc) we will endeavour to make suitable alternative arrangements as soon as practically possible.
11. Sub Contractor’s Conditions
11.1 - We do not own the accommodation, sporting or transport services provided for your tour and therefore all contracts made on your behalf are subject to the conditions imposed by the sub-contractor. Where relevant, these will be detailed on your final itinerary.
11.2 - Some hotels or accommodation providers may require a deposit on arrival to cover any possible damage. This is a private arrangement between the Tour Organiser and the sub-contractor over which we have no control. It is, however, our policy to use hotels that understand the needs and culture of sporting groups and therefore do not generally require any form of deposit or bond. We will always take note of your hotel preferences and endeavour to provide appropriate accommodation to meet your needs.
12. Behaviour and Complaints
12.1 – Behaviour, Your safety and that of fellow passengers/guests is of prime importance. Our sub-contractors have codes of conduct concerning reasonable behaviour. If any member of the touring group is disruptive, dangerous, in breach of any applicable local laws, or unfit to travel due to alcohol, drugs or otherwise, this may result in the return home of the offender or at worst the entire touring group. In these circumstances you will be responsible for all losses and costs incurred by us and whilst we will endeavour to minimise our costs and losses we cannot guarantee that you will receive a refund of all or any of the price of the tour. These notes are stated in addition to our Welfare Guide that’s isued to group leaders at the point of booking.
12.2 - Complaints, We hope that you will be pleased with your tour. If you have a complaint whilst on tour, you should immediately register this complaint with the appropriate local agent / supplier or MasterClass Sports Tours directly. They / We will do their best to resolve the problem to your satisfaction on the spot. On your return to the UK, if you wish to pursue your complaint, we will require full details of your complaint in writing together with a copy of any reports written to suppliers in writing, within 14 days of your return you will also be sent an online tour questionnaire for completion, to help us give you continued satisfaction
We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found on ABTA’s website www.abta.com. The arbitration scheme is arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators.
It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details will be provided on request or can be obtained from the ABTA website. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences.
The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. The application for arbitration and Statement of Claim must be received by IDRS within nine months of the date of return from the holiday.
Outside this time limit arbitration under the Scheme may still be available if the company agrees but the ABTA Code does not require such agreement. For injury and illness claims, you may like to use the ABTA/Chartered Institute of Arbitrators Mediation Procedure. This is a voluntary scheme and requires us to agree for mediation to go ahead. The aim is to help you resolve your dispute in a quick and cost effective way. Details on request or from www.abta.com.
13. Health, Safety and Medical Issues
13.1 - Availability of facilities, Sub-contractors and resorts have a legal obligation to adhere to and enforce applicable legislation. If any member of the touring group has a medical problem or disability that may affect tour arrangements and requires special facilities, you must give us written details when booking. We can then assess suitability for that person and for the other members.
13.2 - Special requirements, Special requests, e.g. dietary requirements, should be made at the time of booking. We cannot guarantee that any requests will be fulfilled; neither can we accept bookings that are conditional upon such requests.
13.3 - Reporting of accidents, any accident or injury that occurs on tour should be reported to us in writing within 7 days of your return, even if you do not make an insurance claim. This helps us to monitor safety standards and improve our services to you.
14. PASSPORT / VISA REQUIREMENTS
You are responsible for ensuring you and your group have the necessary passports, visas, etc. All members of your group will need a full 10-year passport to travel overseas, valid for at least 6 months prior to travel [and with a minimum of 6 months until expiry from the date of your return]. Passport applications should be made well in advance of departure, and children under 16 should have their own individual passport. If a member of the touring group changes their name after booking but before travel, we MUST be informed, as all documentation has to be accurate. You will be liable for any losses or costs incurred as a result of such change(s). You may have tour members who are not British nationals and hold foreign passports. If this is the case, or if your tour is to a non-EC country, visas may be required. We cannot assist with this facility and you should allow several weeks for the application process via the relevant Embassy.
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 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.
15. SPORTS & TRAVEL INSURANCE
15.1 - Requirement for insurance, You must have Sports & Travel Insurance for all group members and that the policy covers at least the package offered by us. A Summary of Cover is enclosed with your quotation and further copies are available on request. You must either take our insurance or arrange a policy for your group giving equivalent or better cover. If you take our insurance, cover will be applied to your booking upon receipt of your premium, names list and players’ names and dates of birth. If you arrange your own cover, full details -including policy number and insurer - MUST be given at the time of booking. If you cannot supply proof we will arrange cover for your group at the rates listed and add the charges to your invoice.
15.2 - European Health Insurance Card, If you are travelling within the European Union is your responsibility to ensure that all UK passport holding members of the touring group obtain a European Health Insurance Card. Visit www. postoffice.co.uk for further information.
16. Use of Photos and Comments
By agreeing to these terms and conditions you acknowledge that we or our suppliers or Travelopia may use any photo(s)/image(s)/ Video(s) we or someone on our behalf take of you or any comments (written or verbal) you make during or in connection with your tour for our promotional/marketing purposes (such as including them in our brochure / website / social media) without obtaining your further specific permission or making any payment to you. Such use may include mentioning your name, age and town / city / area of residence.
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:
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
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.
- Customer Data: To provide your holiday and ensure that it runs smoothly, we (and your travel agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. Please be informed that we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies; we may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. Information held by your travel agent is subject to that company’s own data protection policy.
- Caricom API Data: Please note that some or all of the Caricom states listed below have entered into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states listed as follows: Anguilla, Antigua and Barbuda, The Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Lucia, St Kitts and Nevis, St Vincent and the Grenadines, Surinam, Trinidad and Tobago, Turks and Caicos Islands. Collectively members or associate members of ‘Caricom’. The UK Information Commissioner’s Office has accepted that this will not breach the Data Protection Act but that we are required to bring this to your attention.
- US Secure flight Data: The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA Web site at www.tsa.gov
To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record: (1) telephone calls; (2) activities using CCTV in and around our premises; (3) transactions and activities at all points of contact; and (4) web, social media and app traffic, activities, etc. All recordings and derivative materials are and shall remain our sole property.
We have taken all reasonable steps and have in place appropriate security measures to protect your information.
CHANGES TO THIS POLICY
Any changes to this Policy will be either posted on our website, brochure and/or made available on request.
Your contract with us and any matters arising from it is governed by and construed in accordance with English law, and is subject to the exclusive jurisdiction of the courts of England and Wales.