Our Policy

 

 

Privacy Policy

Consumer Privacy Policy

1. Introduction

Wheelers Travel Ltd are committed to protecting the privacy of all customers in the group irrespective of the relationship that you have with us. This Consumer Privacy Policy applies to the personal data that we collect.

By providing your personal data to us you acknowledge that it will be processed in accordance with this policy.

2. Who is responsible for your data

To facilitate the delivery of our services Wheelers Travel Ltd shares data within the group and is responsible for customer data. Our company registration number is 4387297    and our registered office is 7 Bournemouth Rd, Chandlers Ford, Eastleigh, SO53 3DA. We can also be contacted via email to privacy@wheelerstravel.co.uk

3. Personal data we collect about you

We collect personal data for a variety of purposes as outlined in section 3. You will provide much of this data to us directly by completing online forms or by communicating with our employees but we also gather some data via the digital interactions that you have with us.

Name and contact details (email address, telephone number and postal address). When you choose to receive marketing communication.

When you provide us with feedback or submit an enquiry.
When you choose to provide it for marketing personalisation. We never keep your card payment details.
Dietary and special needs requirements. When you choose to provide it when booking a tour with us which includes food.
Information about other passengers on your booking including details of any children. When you provide them on behalf of others as for collection / function / hotel as part of a booking / ticket booking.
The correspondence that you have with us (eg emails, letters, calls, social media. When you contact us or we contact you. This may include telephone call recording.
CCTV Recording. Within our vehicles which may have CCTV.
Information about how you use our websites including IP address and Google Analytics. When you browse our websites.
Device Information. When you leave us feedback.

Special Category Personal Data

The GDPR definition of Sensitive Personal Data includes data relating to health and religious beliefs. As a result of you telling us that you have an allergy or a specific dietary requirement you may reveal medical conditions or religious beliefs. Sensitive Data will only be processed in order to deliver the services that you purchase from us.

4. How and why we use your personal data

  • We use your personal data to provide the following services
  • To deliver your bookings. When you book with us we will use your information to confirm your booking and any payments you have made and to send a follow up email for your valued feedback.
  • To keep you informed of our services, offers and promotions. We may send you marketing communications about our offers if you have indicated that you are happy to receive these (e.g. when you opt in to marketing when you book with us).
  • To personalise and improve your customer experience. We may use your personal data in order to tailor our services to your needs and preferences and to provide you with a personalised customer experience.
  • To meet our legal obligations. We are required to keep certain records for legal reasons – for example invoices that we issue. We will keep and use this data in line with our legal requirements.
  • We use CCTV to deter and detect crime and civil offences, to support court action and comply with our licensing requirements. We also use CCTV to provide a safe environment for our staff and customers.
  • For market research and to deliver business insight to help us ensure that our services remain relevant.

5. Sharing your personal data.

  • We are reliant on a number of 3rd party providers in order to provide our services. Where this is the case we will remain in control of the data and we will ensure that the 3rd parties comply with high security standards for the protection of your personal data and the data will only be for Wheelers Travel Ltd purposes. Our 3rd party providers include:
    • Coach Booking Software Distinctive Systems
    • IT Consultants Uniq IT
    • Website Design and Hosting X3 Internet Solutions
    • Day Tour Booking Software Roeville Computers
    • Mail Feedback Mailchimp
    • Credit Debit Card Payments Sage Pay
  • We also use 3rd party booking agents and other operators to take tour bookings. In order to deliver the booking the 3rd party will share your data with us and once they have done so we will use the data in accordance with this Privacy Policy.
  • Where relevant we will share your booking data with the agents or other coach operators.
  • Legal authorities and legal advisors.

6. Transfer of Data outside the EU

All of the Wheelers Travel Ltd operations covered by this policy are based in the EU. We are currently auditing all of our suppliers and this policy will be updated if any new information comes to light.

7. The legal basis for processing your Data

We rely on the following reasons for using your data.

  • Compliance with a legal obligation / regulatory authority.
  • Performance of a Contract. In order to deliver the service that we have agreed to provide you with.
  • Legitimate Interest. In order to improve customer experience and develop our services.
  • Consent – where you have specifically consented to us using the data.

8. Retention and Security of your Data

  • We will only retain your personal data for as long as is necessary. This duration will depend on the type of data and the reason for processing it. For example:
    • We will view consent to receive marketing communication as revoked if the marketing communication hasn’t been engaged with (opened or clicked) within 18 months.
    • We are required to keep invoices if you book with us for any of our services for 6 years.
    • We will ensure that we use appropriate technical and organisational security measures in order to ensure that your data remains secure. These measures include internal policies and staff training, appropriate contracts with 3rd party suppliers and role based access control.

9. Your Rights

You have certain rights in relation to the personal information we hold about you. Some of these rights only apply in certain circumstances. In order to exercise these rights please contact us using the contact details below. Please note that we will require proof of identity as part of this request and most rights are subject to limitations and exceptions. We will provide reasons if we are unable to comply with any request for the exercise of your rights.

  • Right of Access.You have the right at any time to ask us for a copy of the data that we hold about you and how it is used.
  • Right of Correction or Completion. If the data that we have collected is inaccurate you have the right to update it.
  • Right of Erasure. In certain circumstances, you have the right to request that Information we hold about you is erased. This usually applies if the data is no longer necessary for the purpose that it was collected for, or you withdraw your consent for its processing and request its erasure.
  • Right to Object to or Restrict Processing. If you wish to challenge our need to process your data on legitimate interest grounds or if you wish to withdraw your consent.
  • Right of Data Portability.You have a right to request that we transfer your data to another data processor.

10. Cookies

Like many other business we use cookies on our website. Cookies are small pieces of information that are stored on your computer or mobile device that record how you use the site.

11. Updates to our Privacy Policy

We may make changes to this Privacy Policy from time to time, when we do we will publish the updated version on our websites.

12. Contact Information

If you have any questions about this policy or how your data is processed, please contact us at Wheelers Travel Ltd, 5 Fleming Avenue, North Baddesley, Southampton, Hampshire, SO52 9EJ or via email to privacy@wheelerstravel.co.uk.

You can unsubscribe from our marketing communication at any time by clicking the unsubscribe link at the bottom of any of our marketing communications. Alternatively you can email privacy@wheelerstravel.co.uk.

Should you have any concerns about this policy or the way that we are processing data you have the Right to Lodge a Complaint with the Information Commissioner’s Office. Please look at www.ico.org.uk for more detail.