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How, why and when we collect, protect and delete the personal information we gather from you or that you share with us.

At Roads 2 Roam we understand and respect the importance of your privacy and we are committed to safeguarding your personal information. We take this very seriously. In order to provide our service as your travel agent or tour operator we must collect personal information from you and your travelling parties. We will take all steps reasonably and necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

The company will review and revise this policy it as we need to. Please check this page from time to time to ensure that you are happy with any changes.

Who we are

Roads 2 Roam is a company registered in England and Wales with number 7541357.  A UK based Travel Agent we are a member of the Travel Trust Association (part of the Travel Network Group) Membership number U896X

We have a legal duty to protect personal information that we collect under the Data Protection Act 2018 (and any law which replaces it, including the new UK Data Protection Bill) (the “DPA”) and the General Data Protection Regulation (EU) 2016/679, (“GDPR”). For the purpose of the DPA and GDPR, we (Roads2Roam Ltd) are the “Data Controller”;

Our Privacy Policy covers the following:

Consent

We will only use and retain your personal data with your consent or other lawful basis and we will never sell it for marketing purposes.

By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

By providing other people’s personal data, you must be sure that they have explicitly given consent for you to provide this to us on their behalf. You should also ensure that, where appropriate, they understand how their personal data may be used by us.

Types of information we collect

We may collect all or some of the following information relating to you or other members of your party:

• First name, surname and contact details including telephone number and email address; postal address, date of birth, gender, best time to call you, number and ages of travellers in your party, departure/return dates, preferred airports, passport details
  • Card and other payment details, and financial information
  • Sensitive information such as health, medical, dietary, mobility, disability, criminal convictions when travelling through countries where this is relevant or other requirements relevant to the service you are enquiring about or your contract with us
  • Information collected or generated out of any surveys we conduct
  • Information collected or generated out of any competitions or promotions we run
  • Correspondence, communications and messages, including between you and us, and between us and third parties, including relating to any booking or booking enquiry, or performance of any contract
  • Information generated concerning the performance of any booking or other contract made with or through us, including information relating to anything arising during any holiday or other travel services, and information relating to payments to be made
  • We may collect information about your visits to, browsing of, and use of our website, unless your web browser blocks this. The range of data we collect will depend on how you interact with our website. This information may include:

• Your IP address (a unique identifier allocated to your computer for your connection to the internet)
• Your computer device details (PC, tablet, smartphone, watch etc.)
• The web browser you used (e.g. Internet Explorer, Firefox, Safari, Opera, Chrome)
• Your operating system (e.g. Windows, Windows Phone, OSX, iOS, Android, Linux etc)
• Your time-zone
• Your browser plug-ins
• Any web-page you came from, identified as the referrer web page address by your web browser
• Cookies (not the chocolate chip ones, sorry!)
• Page response times
• Download error
• Pages and parts of pages you visit
• Usage you make of our website, including enquiries and searches undertaken
• Products you viewed
• Products you requested through the website
• Length of visit to website and pages
• Page interaction information (such as scrolling, keys pressed, mouse clicks, touches, and mouse-overs)
• Travel photos and videos that you take and share with us during or after your trip
• Blog/diary entries you send us during or after your trip
• API (advanced passenger information)

How we collect personal information

When you visit our website

• When you use our web contact forms to ask a question or submit an enquiry, we will collect personal information from you. This includes your name and contact information, details about the destinations and countries that you are most interested in, and any additional details of your travel plans which you voluntarily give to us.

• The domain and IP (Internet Protocol) address that your computer uses to connect to the internet; your computer, browser, operating system, internet connection, referral information, search terms and other standard information collected by default by tools such as Google Analytics. We can collect information via your IP address to analyse how visitors use our website. Your IP address identifies the computer or service provider that you use to access our website, or information about your browser type, authentication identifiers, and other software and hardware information. If you access our website through a mobile or other device we may collect your mobile device identifier, geolocation data (including your precise location), or other transactional information for that device. We may combine this information with other information that we have collected to make our website and our communications to you more targeted to your interests.
• We may also use cookies. Cookies allow a web application to respond to you as an individual. The basic user information collected is used to help us analyse web traffic and to improve the content of our website. Cookies may be used to simplify your interaction with us.
• We may use Google Analytics to understand how web visitors interact with our website, what pages they visit, how long they stay browsing our site and whether they complete any actions (requesting a holiday, signing up for our newsletter, entered a competition, clicking on a specific call to action).

When you sign up to our newsletter

• When you sign up to our newsletter on our website or through our Facebook page, we ask you to share with us your first and second name and email address. We use that information to be able to send you the newsletters you have signed up for. This information is kept indefinitely, albeit you may opt out at any time.You can unsubscribe from our newsletters at any time, by emailing:  info@roads2roam.co.uk

When you request a Travel Itinerary from us

• If you request a quote for a travel itinerary, you will have to share your name, phone number, email address, postal address and details of any group members travelling with you (which you agree that you have received explicit consent to share with us). This information is kept indefinitely.

• We also collect information regarding your travel arrangements, which can include passport and flight details
• We may collect any communications with you concerning any enquiries. This is done on the basis of our legitimate interests in ensuring our business is run efficiently.
• When you request a Travel Itinerary from us you will have a choice to subscribe to our newsletters. You can subscribe and unsubscribe at any time. Please note that if you unsubscribe to our promotional newsletters you may still receive service-related communications from us. For example, confirming bookings you make with bus and providing important information about your Travel Itinerary.

When you make a booking with Roads 2 Roam

When you make a booking with us we may collect:

• Any communications with you concerning any enquiries. This is done based on our legitimate interests in ensuring our business is run efficiently.
• Information relating to quoting and booking a travel service, including information regarding family and travel companion(s) such as names, emergency contacts and special service needs, such as any disability or medical or dietary restrictions (which may disclose your religious beliefs), passport information, dates of birth, insurance information, criminal convictions when travelling through countries where this is relevant, visa information, nationality and country of residence.
• Information about your purchases, including what you bought and when you bought it, how you paid for it and other payment information (albeit that we never store these details).
• Social preferences, interests and activities.
• Advance Passenger Information (API) in Travelport (Galileo)
  Under UK law (The Immigration Act 1971, the Immigration and Police (Passenger, Crew and Service Information) Order 2008 and the Security and Travel Bans Authority to Carry Scheme 2012), Roads2Roam Ltd. are legally required to collect Advance Passenger Information (API) for passengers prior to travel for many destinations and share that information with carriers/airlines that are supporting our customers’ journeys. This information is required to aid aviation safety and security.

Roads 2 Roam’s basis for processing this data is to support our legal obligations under UK law.

Advance Passenger Information is no different in content from data collected for travel services above, so by default it would be retained indefinitely. The carrier’s duty to share this information will be in accordance with local legislation, e.g. in the UK, carriers are required to share Advanced Passenger Information with the UK government border systems programme.

• When you book a travel itinerary with us, you will have a choice to subscribe to our newsletters. You can subscribe and unsubscribe at any time. Please note that if you unsubscribe to our promotional newsletters you may still receive service-related communications from us. For example, confirming bookings you make with us and providing important information about the use of your enquiry.

Important note regarding the personal data you provide about other individuals:

We will use personal data about other individuals provided by you, such as those people on your booking, including minors, according to the terms set out in this policy.

When providing the personal data of other travellers or guests on your trip, we ask that you have explicitly confirmed with them that they consent to you providing us with their personal details on their behalf. You should also ensure that, where appropriate, that they understand how their personal data may be used by us.

Please also advise them about this privacy policy and give them our contact details if they have any queries. Please make sure you let us know if any of these third parties would like to speak to us directly, either about the trip or about our use of their data.

When you call us, we may collect:
• Telephone information including phone numbers, call duration and call recordings that we use for training and quality control.

When you come back from a Roads 2 Roam itinerary we ask you for:

• Feedback and information relevant to customer surveys, competitions, feedback and market research.
• Inspirations content (word, photo’s or video’s) from your travels that you are happy to send us and that you give us consent to use in our website or for marketing purposes.

Why we collect your data and how we use it

We collect your personal data:

• To communicate with you about your travel itinerary
• To provide you with the travel itinerary you have booked with us
• To improve customer service
• To improve our product and day-to-day operations
• To personalise user experience
• To improve our website
• To process payments
• Promotions and competitions
• Customer research and surveys
• Social Media
• To send promotional marketing emails

We may use your email address or telephone number (or both) to communicate with you about your travel itinerary. This is so we can send you information and updates pertaining to your enquiry or booking. It may also be used to respond to your inquiries, questions, and/or other requests.

We have a legitimate interest to use your information in this way to make sure that we are able to help you find the right destination and start to plan the best travel itinerary for you. Where we rely on our legitimate interests, we’ll always ensure that your rights are protected.

If you book trips with us, we will ask you to provide certain details about your travel arrangements. This is likely to include details of your passports, 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.

We will use this information to help us organise your trip, make bookings on your behalf and ensure that you (and any other friends or family accompanying you) receive the products and services set out in your itinerary.

We collect this information so we can fulfil our contract with you and provide you with the quality of service we strive to provide.

When you are a regular Roads2Roam customer, we may retain some of this personal information so that we can use it when you next book with us as we have a legitimate interest to improve our customer journey and ensure we look after our regular customers.

The personal information that you provide helps us respond to your customer service requests and support your needs more efficiently. We want to make sure that you get the best out of us as a customer, so if you contact us, for example by email and phone or via social media, we may use your personal data to provide clarification or assistance to you. We may also record both in-bound and out-bound telephone calls to ensure quality of service and for training purposes.

We may also collect and use certain particularly sensitive personal information about you, namely specific details of any relevant health conditions, disabilities, access requirements and special dietary requirements that you may have or criminal convictions when travelling through countries where this is relevant. We collect this information directly from you to try to ensure that your trip is appropriate for your needs and to try and keep you safe during any trip that you plan through us. We may need to ask for your explicit consent in order to process this information.

We monitor how our services are used to help protect your personal data, detect and prevent fraud and ensure health and safety. This helps us to make sure that you can safely use our services. We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.

We also may use personal data to carry out market research and internal research and development, and to develop and improve our product range, services, IT systems, security, know-how and the way we communicate with you.

We want to ensure that marketing communications relating to our products and services, and those of our suppliers, retail partners including online advertising, are relevant to your interests.

To do this, we may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.

Looking at your browsing behaviour and purchases helps us to better understand you as a customer and it allows us to provide you with personalised offers and services.

We may also measure your responses to marketing communications relating to products and services we offer, which enables us to offer you products and services that better meet your needs as a customer.

We may use any feedback you provide to improve our products and services. We may monitor and record user website interactions to understand consumer behaviour and make improvements to better our user experience. This means we may collect certain technical information about you when you visit our website. This is likely to include: the internet domain you use, your IP address or other device identifier, your browser type and version (e.g. Chrome or Internet Explorer), the operating system and platform that you are using (e.g. Windows or Mac), the screen resolution of your device, the dates and times when you access our website, the full URLs of the pages you visit and the websites or links that you use to access our website, details of products or services that are viewed and the length of visits to certain pages of the website.  We use cookies to collect this information.

We use this information for website management and security purposes (such as troubleshooting and testing) as well as to help us improve our overall website experience. We do not try to identify individual users or their usage habits from this data.

We collect this information, so we can fulfil our legitimate interests as a business to ensure that our website is fit for purpose and promotes our services appropriately for our customers, including by displaying information that our customers are interested in. We also rely on our legitimate interest in measuring customer satisfaction and troubleshooting any website issues. Where required by law, we may also seek and rely on your consent.

We may use the information that users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.

Promotions and competitions
We need to process your personal data so that we can manage any promotions and competitions you choose to enter, including those we run with our suppliers and partners. For example, we wouldn’t be able to notify you if you win a prize unless we have your contact details.

Customer research
To help us to better understand you as a customer, and to be able to provide you with services and marketing communications (including online advertising relevant to your interests), we may combine the personal data we collect when you make a booking with personal data collected from our website and other sources.

Customer surveys
We may invite you to take part in customer surveys, questionnaires and other market research activities to understand your needs and provide you with a more personalised experience.

Social Media
We may collect details about you, such as your user name, when you engage with us on social media (by mentioning or tagging us in a post or contacting us directly); this is so that we can respond to any comments and queries you have. We rely on our legitimate interests to do this as we want to ensure our customers have the best possible experience, whilst always ensuring your rights are protected.

To send promotional marketing emails
If you have consented to receiving our newsletters, we may use your email address to send you newsletters with inspiration and itinerary ideas. We may also use data we collect from you (either directly or via our website or advertising) to help us to measure the effectiveness of our marketing communications and to establish your interests.

We rely on your consent to contact you directly about our offering. In other scenarios in carrying out efficient and appropriate marketing and advertising for our services, we will rely on our legitimate interests, whilst always ensuring that your rights are protected. You can withdraw your consent or opt out of our newsletters at any time emailing info@roads2roam.co.uk 

How we handle your information

Your personal data and that of your party is important to us. We do not sell, distribute, rent or lease your personal information to third parties unless we have your permission or are required by law to do so. This means we will never share, rent or trade your personal information to any third parties for marketing purposes. We will always treat it with the respect it deserves and will never pass it to any third parties, except those that need this information in the course of providing the holiday services that you have booked.

Who we share your data with:

• Selected trusted third party business partners(such as the local businesses we partner with in the destinations that our customers travel to) and service providers (such as hotels, guides, drivers) to perform services related to the contracts we enter into with you. However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we make every effort to ensure that your information is kept secure and not used for their own direct marketing purposes.
• Any other third parties if necessary to comply with legal obligationsor enforce agreements. For example, we are required to provide airlines with a passenger mobile phone number and email contact details under IATA Resolution 830d for the airline to inform the passenger of any operational difficulties.
• Any other third parties if this is necessary to protect our or your rights, property, or safety and/or those of others.

How we protect your data

We take website security very seriously and we are committed to safeguarding your personal information. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, local partners, hotels, tour guides, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them or by law.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements, criminal convictions when travelling through countries where this is relevant. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.

The personal data that we collect from you will also be processed by staff operating outside the EEA who work for us or for one of our suppliers. This includes staff involved in, among other things, providing support services.

If you ask us to stop sending direct marketing communications to you, we will keep the minimum amount of information (e.g. name, address or email address) to ensure we adhere with such requests.

Retention of Personal Data

We will keep your information indefinitely for the purposes set out in this privacy notice. We will not keep more information than we need. If you need more information on this, please contact: info@roads2roam.co.uk

Your choices

• You can unsubscribe from email communications
• You can amend or ask us to stop contacting you
• You can ask us to remove your personal information
• You can request what data we hold about you
• You can make an official complaint

Every marketing email that we send to you will include details on how to unsubscribe from future communications. You can unsubscribe to these at any time by clicking the unsubscribe link at the bottom of any of our emails or by emailing us at info@roads2roam.co.uk

At any time, you have the right to ask Roads 2 Roam to amend or stop how it uses your personal information including for marketing purposes. You can contact us by emailing: info@roads2roam.co.uk

If you have booked a trip with us, however, we will need to gather, distribute and retain your personal details according to the terms set out in this privacy policy otherwise we would be unable continue to process your booking and fulfil your contract.

If you would like us to remove the personal information we hold about you, please contact us by emailing: info@roads2roam.co.uk

You have the right to check that your personal data is being processed lawfully and to see what personal data we hold about you by means of something called a “subject access data request”. This may be subject to an administration fee to meet our costs in providing you with details of any personal data we hold about you. For more details on how to do this, please email:  info@roads2roam.co.uk

You have the right to lodge a complaint with the supervisory authority, The Information Commissioner’s Office – www.ico.org.uk

Updates or changes to this policy

To ensure that Roads2Roam is fully compliant with the law, we may change this Privacy Policy from time to time and without notice.   Any changes to our Privacy Policy, will be published on this page.

Privacy policy updated on 3^rd August 2019