Introduction and background
The purpose of this policy is to outline how TLC World Limited has established measures to protect your privacy and information rights.
We recognise that you have rights as a ‘data subject’, and that we have an obligation to uphold these.
This privacy notice aims to remind you of your rights, and outlines how we maintain these rights. In particular, it outlines:
- How we collect and process your information
- Why we do this
- How you can exercise your rights;
- Who to contact in the event you’re unhappy with our performance.
Depending on why we have collected your information, your information rights could include:
|Right to be informed||This encompasses the obligation for us to be transparent in how we collect and use your personal data.|
|Right of access||You have the right to access your personal data and supplementary information.|
|Right to rectification||If the information we hold on you is inaccurate or incomplete, you can request we correct this.|
|Right to erasure||You can request we delete or remove personal data where there is no compelling reason us to continue processing.|
|Right to restrict processing||
You have the right to request we cease processing your data, if:
|Right to data portability||Where you have consented to our processing your data, or where the processing is necessary for us to deliver a contract, you can request a copy of that data be provided to a third party in electronic form.|
|Right to object||
You have the right to object to our processing under certain circumstances. For example, you can object to:
|Rights relating to automated decision making including profiling||
Where we apply automated decision making, we must:
3rd party service providers
We work with a number of service providers in the course of providing services to you. These are outlined below:
- Our insurance company in the event of a claim or to allow for cover to be provided.
- CAA only
- Our legal representatives
- The suppliers of services we facilitate on your behalf, such as airlines, accommodation providers, tour operators, cruise operators, hotels, transport and local agents.
- Business partners, to allow you access to the services we have negotiated on your behalf.
- Worldpay, Banks and other payment providers.
- Third Party Supplier (Mailchimp Email System) – where we instigate a campaign.
- Third Party SMS Provider– where we instigate a campaign
- Royal Mail, to support posting materials.
- Printers, to print brochures and labels.
Information we collect
Please find below a summary of the information we collect and how we use this to deliver services to you.
|Business function||Information we collect||Why we collect this|
|Risk||In the event of supplier closure, we take client details relating to the booking made by the passenger so we can administer the booking.||This is necessary for us to perform a contract with our clients.|
We support our clients when asked in getting appropriate insurance cover for their bookings. This may involve the client disclosing personal information to us.
We support some of our clients in processing payments. We will obtain personal information and payment details to support this.
We can receive complaints from clients, which may hold personal information.
In each of the above, the information would typically include name, address and other contact details. It may include other information (for example, payment details or date of birth) if these are disclosed by the client.
These details are necessary for us to perform the contract we have entered in to with our clients.
These obligations include processing payments and administering events relating to the booking (such as the failure or closure of a supplier or complaints)
We may transfer client data to our suppliers overseas. The information would typically include name, address and other contact details.
It may include other information (for example, payment details or date of birth) if these are disclosed by the client.
|This may also be necessary to facilitate elements of a client’s holiday eg. tours, excursions, activities, car hire in an overseas country.|
|Finance||We will hold personal details relating to the bookings we administer and payments we process as a part of our internal finance function. This information will include name, address, payment details and on occasion other information such as date of birth.||These details are necessary for us to operate as a company and support our statutory documentation requirements.|
|Marketing||We process the personal details provided to us by clients to support our marketing initiatives. This will include name, address and other contact details (for example email address and phone number, depending on the campaign).||These details are necessary for us to perform our marketing initiatives|
|ITE||We collect the personal information needed to arrange a booking for the client, including name, address, date of birth. We may also collect passport details if these are needed to support the bookings.||These details are necessary for us to perform the contract we have entered in to with our cleints (i.e. to book the requested travel).|
The only reason we’ll ever collect personal information from you is to help or enhance your travel with us. We will never share your data willingly with anyone else unless it is specifically required by relevant third parties to fulfill your chosen holiday with us, or for our own legal and business protection and welfare.
We will not share your information for the purposes of any marketing activity, without your permission.
We’ll gather information from you for three main reasons:
- To help us understand your requirements when you visit our website, so that we can better recommend imaginative ideas for your next holiday. We will collect personal information from you when you make an enquiry or request a brochure from us. This includes your name and contact information, details about the destinations and countries that you are most interested in, information that you request and any details of travel plans, which you voluntarily give to us. We may also collect details about the best time to contact you, as well as what prompted you to contact us and where you may have heard about us.
- Holiday design information from you, during correspondence or conversations, to fine tune any specific requirements you may have, such as holiday activity or environmental preferences, health or dietary requirements.
- For administrative purposes; such as passport details, visa information and any other information required by third parties in order to complete your holiday booking if you have chosen to travel with us. This might also include emergency contacts, travel insurance arrangements, preferences and special requirements, frequent flyer club membership, visa requirements, flights (if you arrange your own flights). This will also include details of any other friends or family who are accompanying you as part of your booking.
Your undertaking to us
If you provide us with information about third parties (such as other travelers, family or guests on your trip), by doing so we ask you to confirm that you have obtained consent from the relevant third parties to do this. Please give them our contact details if they have any queries.
Retention of data
TLC World Limited retains information for seven (7) years from our point of last contact. We hold this information to support our legal and regulatory requirements. If you object to this retention, please contact us – details provided in the ‘Contact’ section.
Securing your information
Information and data security are important to us. TLC World Limited applies technical and organisational security measures in line with industry good practices.
How we might share your information
In order to make sure that we run our business correctly and efficiently and to make sure that you receive the service that you expect, we might need to share your personal information, as necessary, with the following:
- Selected trusted third party business partners – such as the local ‘in country’ businesses and ground agents we partner with in the locations our customers travel to and service providers, to perform services related to the contracts we enter into with you.
- Any other third parties, if necessary, to comply with legal obligations or to enforce agreements, e.g. to provide airlines with a passenger mobile phone number and email contact details for the airline to inform the passenger of any operational difficulties.
- Our bonding association – the Travel Trust Association (TTA) in order to bond and protect your payments and travel, whether as part of a package (flights + ground arrangements), flights only (ATOL) or ground arrangements only.
- Any other third parties if this is necessary to protect our, your, or others’ rights, property or safety.
- It is in our legitimate interests as a business to use your data, e.g. we have a clear interest in ensuring that our website works properly and in ensuring that we operate our business efficiently. This does not include releasing your data for marketing purposes to any third party.
- Prospective buyers of our business or assets, which may include your personal information.
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Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page taffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes; we cannot personally identify you from traffic log cookies.
We also use Facebook marketing cookies
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
We recognise that you may have questions on how we process and/or store your data or may want to change either the data we hold on you or how we communicate with you in the future.
If you have given consent for processing, you are free to withdraw that consent. To let us know this is the case please contact us at: TLC World Ltd, 12A Melbury, 14 Lindsay Road, Poole, BH13 6AT. If you have any questions in respect of this notice, or would like to exercise your rights as a data subject (for example, to correct data or to exercise your right to access):
- TLC World Limited, as data controller, can be contacted as follows: firstname.lastname@example.org or at TLC World Ltd, 12A Melbury, 14 Lindsay Road, Poole, BH13 6AT
If you are dissatisfied with our response to any request to exercise your Rights, the UK Information Commissioner’s Office can be contacted on:
Information Commissioner’s Office
Tel. 0303 123 1113 or visit www.ico.org.uk.
Changes to our policy
Last updated February 2022