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Privacy Notice

Last Updated:  24 May 2018

At Collette ("Collette", "we", "us" or "our"), we take protecting your personal information seriously. Collette has a rich tradition of bringing great tours, wonderful memories and unique travel experience to our travellers around the world. Our sites and applications are created to connect you – our most important traveller with the best that Collette has to offer on the platforms and devices you prefer. The Collette businesses include Collette Travel Service Inc., Collette Worldwide Holidays, Thomas Cook Tours and Adventures Unlimited Inc. For more information about Collette, visit the "About Collette" section of our website.

Our Privacy Notice is designed to provide greater transparency into our privacy practices and principles, in a format that is easy to navigate, read and understand. We treat all of your personal information securely, with care and respect.

This Privacy Notice describes who we are, how we collect, share and use personal information about you, and how you can exercise your privacy rights. This Privacy Notice applies to personal information that we collect through our Website at www.collette.com ("Website") and when you use or interact with our services (including our app) or when you purchase a tour from us.  You must be at least 18 years old to register or subscribe for Collette services because Collette services are available only to individuals who can form legally binding contracts under applicable law.

Quick links

We recommend that you read this Privacy Notice in full to ensure you are fully informed.  However, if you only want to access a particular section of this Privacy Notice, then you can click on the relevant link below to jump to that section.

1. The Type of Information We Collect and Why

2. Who We Share Your Information With

3. Legal Basis for Processing Personal Information

4. Cookies

5. How We Keep Your Information Secure

6. International Data Transfers

7. Data Retention

8. Changes to this Privacy Notice

9. Your Data Protection Rights

10. Questions and How to Contact Us


  1. The Types of Information We Collect and Why

    We collect information about you in the following ways:   

    Information that you provide voluntarily:

    • Contact information you provide when you request information about Collette products and services or create an account with us.This may include your name, country of residence, phone number, email address, postal address, airline or hotel loyalty programme number, username and password.
    • Travel Information you provide when you make a reservation or purchase a tour or service from us, whether on our Websites or through our agents, group leaders, our call centres, or direct mail.This can include personal information about you or others in your travel party, including name, postal address, email address, phone number (landline and/or mobile), payment information and passport information (passport number, gender, date of birth, country of residence, and country of citizenship).You may also voluntarily provide us with sensitive personal information, such as information about any medical conditions or medication, accessibility requirements, or dietary restrictions.
    • Contact information you provide when you respond to customer surveys, including name and email.

      We use this personal information to provide you with information about Collette products and services, facilitate your travel, and to provide you with additional information about us.  The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.

      Information we collect automatically

      When you visit our Website or our app, we may collect certain information automatically from your device.  In some countries, including in the European Economic Area (EEA), this information may be considered personal information under applicable data protection laws.

      Specifically the information we collect automatically may include information like your IP address, device type, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location) and other technical information.  We may also collect information about how your device has interacted with our Website, including the pages accessed and the links clicked.  Some of this information may be collected using cookies and similar tracking technology, as explained below under the heading "Cookies."

      Collecting this information enables us to better understand the visitors who come to our Website and use our app, where they come from, and what content on our Website and app are of interest to them.  We use this information for our internal analytics purpose and to improve the quality and relevance of our Website, app, and products.

      Information that we obtain from third party sources

      From time to time, we may receive personal information about you from third party sources, including travel professionals and others who assist in booking and arranging travel and marketing companies including lead generation companies.  The types of information we collect from third parties include your name, address, phone number and email address.  We only obtain this personal information where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us.  We use the information we receive from these third parties to facilitate your travel or provide you with the opportunity to learn about our products and services.  

      In general we will use the personal information we collect from you only for the purposes described in this Privacy Notice or for the purposes that we explain to you at the time we collect your personal information.  However, we may also use your personal information for other purposes that are not incompatible with the purposes we have disclosed to you if and where this is permitted by applicable data protection laws.


  2. Who We Share Your Personal Information With

    We may disclose your personal information with the following categories of recipients:

    • Our group companies, third party service providers and partners who provide data processing services to us (for example, to support the delivery of, provide functionality on, or help to enhance the security of our Website or app), or who otherwise process personal information for the purposes that are described in this Privacy Notice or notified to you when we collect your personal information.A list of our current group companies and of our current service providers and partners is available upon request.
    • When you make a reservation for or purchase our products and services, such as booking a tour, we may disclose your personal data to the service providers who provide travel-related goods and services.This includes airlines, transportation services, hotels and other accommodation providers, tour guides, attractions, restaurants or other eating establishments.
    • Any competent law enforcement body, regulatory, government agency, court or other third party where we believe the disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights, or (iii) to protect your vital interests or those of any other person;
    • To an actual or potential buyer (and its agents and advisers) in connection with any actual or proposed purchase, merger or acquisition of any part of our business provided that we inform the buyer it must use your personal information only for the purposes disclosed in this PrivacyNotice;
    •  To any other person with your consent to the disclosure including third-party sites or platforms, such as social networking sites. Please note that once we share your personal information with another company, the information received by the other company becomes subject to the other company's privacy practices.

  3. Legal basis for processing personal information

    Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.

    However, we will normally collect personal information from you only (i) where we need the personal information to perform a contract with you (e.g. provide travel services); (ii) where the processing is in our legitimate interests and not overridden by your rights, or (iii) where we have your consent to do so.  In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person (e.g. passport information for airline travel).

    If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as the possible consequences if you do not provide your personal information).

    If we collect and use your personal information in reliance on our legitimate interests (or those of any third party), this interest will normally be to provide our services and tours and for our legitimate commercial interest , for example, when responding to your queries, improving our services, undertaking marketing or for the purposes of detecting or preventing illegal activities.  We may have other legitimate interest and if appropriate we will make clear to you at the relevant time what those legitimate interests are.

    If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the How to Contact Us heading below.


  4. Cookies

    We use cookies and similar tracking technology (collectively, "Cookies") to collect and use personal information about you.  For further information about the types of Cookies we use, why, and how you can control Cookies, please see our Cookie Notice.


  5. How We Keep Your Personal Information Secure

    We want you to feel confident about using Collette and we are committed to protecting the information we collect. The security, integrity and confidentiality of your information are extremely important to us. We have implemented appropriate technical, administrative and physical security measures that are designed to protect traveller information from unauthorized access, disclosure, use and modification. From time to time, we review our security procedures to consider appropriate new technology and methods. Please be aware though that, despite our best efforts, no security measures are perfect or impenetrable.

    Our website is a “digicert Secure Website”. All sensitive information, such as credit card information, is transmitted using the latest SSL (secure socket layer) technology, which ensures that any communication between your computer and Collette is unreadable by anyone else. Your details are communicated in a secure encrypted format. However, no data transmission over the internet can be guaranteed to be totally secure. Whilst we strive to protect your personal information, we cannot ensure or warrant the security of any information which you send to us, and you do so at your own risk.


  6. International Data Transfers

    We operate globally and may transfer your personal information to individual business units of Collette or third parties in locations around the world for the purposes described in this privacy Notice. Your personal information may be transferred to, and processed in, countries other than the country in which you are a resident.  These countries may have data protection laws that are different to the laws of your country. 

    Specifically, our Website and other servers are located in the United States, and our group companies and third party service providers and partners operate around the world.  This means that we may process your personal information in any of these countries.

    However, we have taken appropriate safeguards to require that your personal information will remain protected in accordance with this Privacy Notice.  Collette adheres to all of the Privacy Shield Principles concerning the transfer of personal data from the European Union ("EU") to the United States ("U.S."). As part of this, we follow the Privacy Shield Principles published by the U.S. Department of Commerce ("the Principles") with respect to all such data. For more information about Privacy Shield and to view our certification, see the U.S. Department of Commerce's Privacy Shield website located at https://www.privacyshield.gov.

    You can direct any questions or complaints about the use or disclosure of your personal information to us at privacyinquiries@colletteworldwide.com .  We will investigate and attempt to resolve any complaints or disputes regarding the use of personal information.  If your complaint is not resolved after contacting Collette, you may file a written complaint with the ICDR- with a request that it commence administration of the mediation.

    INTERNATIONAL CENTRE FOR DISPUTE RESOLUTION Case Filing Services 1101 Laurel Oak Road, Suite 100 Voorhees, NJ 08043 casefiling@adr.org

    We have also committed to using the American Arbitration Association (AAA) to provide an independent recourse method.  AAA will handle any complaints that Collette is unable to resolve.  You may have the option to select binding arbitration.  To find out more about the Privacy Shield's binding arbitration scheme, please visit https://www.privacyshield.gov/article?id=ANNEX-I-introduction

    Collette is also subject to the jurisdiction of the U.S. Federal Trade Commission. If you are unable to resolve your complaint through AAA process, you may contact the Federal Trade Commission:

    Federal Trade Commission
    Attn: Consumer Response Center
    600 Pennsylvania Avenue NW
    Washington, DC 20580
    consumerline@ftc.gov
    www.ftc.gov

    In the event a dispute cannot be resolved Collette is open to the possibility of Binding Arbitration. 

    For information on how to request access, rectification or deletion of your personal information if it is inaccurate or process in violation of the Privacy Shield, see "Questions and How to Contact Us " below.


  7. Data Retention

    We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements). 

     When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible  (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.


  8. Changes to Our Privacy Notice 

    From time to time, we may change this privacy notice to accommodate new technologies, industry practices, regulatory requirements or for other purposes. We will provide notice to you on our Website if these changes are material and, where required by applicable law, we will obtain your consent. All update(s) will be effective immediately on posting.  You can see when the Privacy Notice was updated by checking the "last updated" date displayed at the top of this document.


  9. Your Data Protection Rights

    You have the following data protection rights :

    • If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us using the contact details under the "Questions and How to Contact Us" heading.
    • You can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information.Again, you can exercise these rights time by contacting us using the contact details under the "Questions and How to Contact Us" heading below.
    • You have the right to opt out of marketing communications we send you at any time. You can exercise this right by clicking on the "unsubscribe" or "opt-out" link in the marketing emails we send you.To opt-out of other forms of marketing (such as postal marketing or telemarketing), please contact us using the contact details under the "Questions and How to Contact Us" heading below
    • If we have collected and process your personal information with your consent, then you can withdraw your consent at any time.Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on law processing grounds other than consent.
    • You have the right to complain to a data protection authority about our collection and use of your personal information. For more information, please contact your local data protection authority.Contact details for data protection authorities in the European Economic Area, Switzerland and certain non-European countries (including US and Canada) are available here

      We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with data protection laws.


  10. Questions and How to Contact Us
  • To any other person with your consent to the disclosure including third-party sites or platforms, such as social networking sites. Please note that once we share your personal information with another company, the information received by the other company becomes subject to the other company's privacy practices.

If you have any questions or concerns about our use of your personal information,  please contact us at:

 

Email: privacyinquiries@colletteworldwide.com
Call: 0800 093 3719
Write: Privacy Officer
Collette Worldwide Holidays
Unit 6 Brook Business Centre 
Cowley Mill Road
Uxbridge, Middlesex UB8 2FX

 

The data controller of your personal information is Collette Travel Service Inc.