Phillips International Travel Ltd Customer Privacy Notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Registered address

46 Sandbourne Drive, Bewdley, Worcestershire, DY12 1BN

Telephone

01299 402989

Email

This email address is being protected from spambots. You need JavaScript enabled to view it.

If you have any questions about how we use your personal information, please contact us by telephone or email using the details above.

What information we collect, use, and why

We collect and use the following information to provide our holidays, day tours, private hire services and other services:

  • Names and contact details

  • Addresses

  • Date of birth where required for a booking or service

  • Booking and purchase history

  • Details relating to your booking, including travel dates, pickup points, room requirements and other arrangements

  • Payment and transaction information

  • Health information where you choose to provide it, including dietary requirements, allergies, disabilities, mobility requirements and health conditions

  • Emergency contact details where you provide them

  • Information relating to queries, correspondence, complaints or claims

We use this information to manage your booking, arrange and provide the services you have requested, communicate with you about your booking and deal with any changes, cancellations or other matters affecting your travel.

We may also use relevant information to help meet your requirements while travelling, including dietary, mobility or accessibility requirements.

Some health information is classed as special category data under data protection law and has additional protection. We only collect and use this information where it is necessary for the service you have requested or another appropriate legal condition applies.

Payments

Payments and refunds are processed securely through our payment provider, Worldpay.

We do not see or retain your full card number or card security code. Our system only displays limited card information for identification purposes.

We do not store full card details within our own systems.

We collect or use the following information for service updates or marketing purposes:

  • Names and contact details

  • Addresses

  • Marketing preferences

We may use your contact details to send information about our holidays, day tours and other services where we are permitted to do so.

You can ask us to stop receiving marketing communications at any time by contacting us using the details above. This will not affect important communications relating to an existing booking.

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details

  • Address

  • Previous booking information

  • Correspondence relating to the query, complaint or claim

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR.

Which lawful basis we rely on depends on why we are using your information.

You have a number of data protection rights, which may include:

  • Your right of access – You have the right to ask us for copies of your personal information. You can also ask for information about where we get your personal information from and who we share it with. Some exemptions may apply.

  • Your right to rectification – You have the right to ask us to correct personal information you think is inaccurate or incomplete.

  • Your right to erasure – You have the right to ask us to delete your personal information in certain circumstances.

  • Your right to restriction of processing – You have the right to ask us to limit how we use your personal information in certain circumstances.

  • Your right to object to processing – You have the right to object to certain uses of your personal information.

  • Your right to data portability – In certain circumstances, you have the right to ask us to transfer personal information you have provided to another organisation or to you.

  • Your right to withdraw consent – Where we use consent as our lawful basis, you have the right to withdraw your consent at any time.

These rights are not absolute and some exceptions apply.

If you make a request, we will respond without undue delay and, where applicable, within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide our holidays, day tours, private hire and other services include:

  • Contract – We need to collect or use the information so we can enter into or carry out a contract with you, such as taking and managing your booking and providing the services you have requested.

  • Legal obligation – We may need to collect or retain information to meet legal, accounting or other regulatory requirements.

  • Legitimate interests – We may use information where it is necessary for the reasonable running and administration of our business, provided that our interests do not override your rights and interests.

  • Consent – Where we ask for your permission to use information for a particular purpose, we may rely on your consent. You can withdraw your consent at any time.

For health information and other special category data, we must also meet an additional condition under data protection law as well as having a lawful basis under Article 6.

Our lawful basis for service updates or marketing purposes will depend on the type of communication and the circumstances. Where consent is required, we will obtain it.

Where we get personal information from

We usually collect personal information:

  • Directly from you

  • From another person making a booking on your behalf, where applicable

  • From someone travelling with you where they provide information necessary to manage a booking

Where someone provides us with personal information about another passenger, they should only provide information they are entitled to give us.

How long we keep information

We keep personal information only for as long as we reasonably need it for the purpose for which it was collected.

Our general booking and customer records are normally kept for up to 6 years after the end of the financial year in which the booking or transaction took place. This allows us to meet our accounting, tax and other legal obligations and to deal with any queries, complaints, refunds or disputes relating to a booking.

Some information may be kept for a shorter period where there is no longer a reason to retain it. In particular, health, dietary, disability or mobility information will not be kept for longer than is necessary for the purpose for which it was collected.

We may keep information for longer where we have a legal or regulatory reason to do so, or where it is necessary in connection with an ongoing complaint, claim, dispute or legal proceedings.

When information is no longer required, we will securely delete it or dispose of it appropriately.

Who we share information with

We only share personal information where it is necessary to provide our services, manage your booking, meet a legal obligation or for another lawful purpose.

Suppliers and service providers

Depending on your booking, we may share relevant information with suppliers and service providers involved in providing your holiday, day tour or private hire service. This may include:

  • Hotels and other accommodation providers

  • Ferry and transport operators

  • Attractions, theatres and other venues

  • Tour operators and other travel suppliers

For example, we may need to provide a hotel with your name, room requirements or relevant dietary or mobility information so that they can provide the accommodation and services included in your booking.

Where you have provided health, dietary, disability or mobility information, we will only share relevant information where it is necessary to meet your requirements or provide appropriate assistance.

We may also share information with government bodies, regulators, law enforcement agencies or other organisations where we are legally required to do so.

We do not sell your personal information to third parties.

Website and cookies

Our website may use cookies or similar technologies.

Some cookies may be necessary for the website to operate correctly. Other cookies, such as analytics or advertising cookies, may be used where the relevant legal requirements have been met.

Where applicable, information about the cookies used on our website and how you can manage them will be provided through our cookie settings or cookie notice.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone: 01299 402989

We will do our best to resolve your concerns.

If you remain unhappy with how we have used your personal information after raising a complaint with us, you can also complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline: 0303 123 1113

Website: ICO – Make a complaint