Introduction
Privacy is a very important issue for everyone and is a subject we consider to be a priority. Trust, respect and fairness have always been values that are integral to Riviera Travel and how we operate.
Riviera Tours Ltd trading as Riviera Travel (referred to in this notice as “we” or “us”) of New Manor, 328 Wetmore Road, Burton-on-Trent, DE14 1SP is registered as a data controller with the Information Commissioner’s Office under registration number Z2071453.
We are committed to protecting the privacy of the individuals whose personal data we process. Any personal data will be processed in accordance with data protection law, including:
- the UK General Data Protection Regulation.
- the Data Protection Act 2018;
- the Privacy and Electronic Communications Regulations; and
- the General Data Protection Regulation
Changes to this notice
This notice replaces all previous versions. We may update this notice at any time so please check it regularly for any changes. If the changes are significant, we will provide a prominent notice including, if we believe it is appropriate, email notification of privacy notice changes.
Updated: 20/11/2024
Contents of this privacy notice
- How we collect your personal data
- What types of personal data we collect
- How we use personal data
- Our legal bases for processing personal data
- How we share your personal data
- How we protect your personal data
- How long do we keep personal data
- Data subjects’ rights
- Further information, queries and complaints
How we collect your personal data
Information which you provide to us directly
- When you contact us for any of our services, online or by telephone.
- Request additional information, including a brochure or newsletter.
- Enter a competition.
- Respond to a survey or questionnaire.
- Create a customer account.
- Provide passenger information.
- Participate in our recruitment processes.
- Provide feedback or otherwise interact with us, including via social media, email, or phone call.
- Respond to any queries or requests; and
- Make a complaint or claim.
Information which we receive from others
- Booking information provided by others making a booking on your behalf, including group bookings;
- Profiling data from trusted third parties;
- Updated address information from trusted third parties;
- Marketing preferences
- Travel agents and similar organisations placing bookings on your behalf
- Information from insurance companies in the event of an incident; and
- Contact and location information from social media providers when you log-in via your social media account.
You do not have to provide your personal data to us. However, if you do not provide your personal data to us when we need you to, we may not be able to provide our services to you or respond to your queries.
What types of personal data we collect
When you register for any of our services, request information, buy our products online or by telephone or, in a limited way, browse our websites, we may process the following types of personal data:
- Your full name, gender, and date of birth
- Your full postal address and updates to your postal address
- Contact information such as phone numbers, email address, and social media username (when contacted via social media)
- Riviera Account login details e.g. your username and password
- Passport Details, including nationality
- Insurance details
- Data relating to your booking, including payment information
- Information regarding any additional assistance needed, and other information related to your needs and preferences such as dietary and disability requirements
- Information about your purchases or registrations, including purchases made, brochures and itineraries you have requested, and how you made the purchase or request
- Geo-demographic information, which may include your postcode, preferences and interests
- Marketing preferences
- Information about other passengers in your booking
- Communications you exchange with us (for example, your emails, letters, texts, phone calls, social media interactions with us, feedback, surveys, and questionnaires)
- Phone recordings
- Booking reference numbers
- Health data (e.g. mobility and / or dietary requirements)
- Next of kin details
- Browsing behaviour, preferences, and advertisement interaction information
- IP address, browser, and operating system
We also use cookies to understand how our sites are used, which helps us to improve your overall online experience. To learn more about how we use cookies, see our Cookie Policy - Riviera Travel
How we use personal data
We will process your personal data in order to:
- Manage your bookings and/or provide you with the services you request, including provision of brochures or itineraries, including sharing data with suppliers and partners such as airlines, hotels, railways, shipping vessels, and other suppliers of services for which you have requested via us.
- Send status updates and service communications to you.
- Support your safety and wellbeing when you travel with us.
- Communicate with you about your account or transactions with us and send you information about our products and services.
- Communicate with you in relation to marketing activities, including competitions, and ensure that our marketing, and that of our partners, including online advertising, is of relevance to you. This includes our email newsletter, or sharing your personal data with relevant providers of reader offers, online publishing, in newspapers, and in magazines, provided by third parties.
- Support specific management and administrative purposes, including IT and data management services.
- Analyse and improve the services offered by us.
- Enhance the customer experience: we want to ensure that you receive the best service possible therefore we may share your personal data with third parties to gain customer feedback on your journey, including customer surveys, questionnaires, or other communications in relation to the products and services we offer.
- To comply with our legal obligations, and exercise or defend our legal rights.
- So that you can travel, it is sometimes mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or other purposes which they determine appropriate.
- Undertake our company administrative purposes, such as billing, accounting, auditing, and invoice processing.
- Undertake surveys, questionnaires, and other market research activities.
- Sharing of your personal data with social media platforms such as Facebook (Meta), and Google Ads. This includes using the data for ‘lookalike audience’ tools. Please note, you can manage the ads you see through the social media’s own preference centre, for example, here: Facebook's help centre
- Investigate any allegations of complaints or abusive behaviour, during usage of our services, to other passengers or staff; and
- Managing and maintaining the safety and security of our operations, including responding to accidents or other similar incidents.
- Profiling our customers to ascertain our average customer profile.
Our legal bases for processing your personal data
We will only collect and use your personal data where we have a lawful basis for doing so, which may include the following:
- to enable us to enter into and to perform a contract with you.
- to allow us to exercise our legitimate interests as a data controller. We rely on legitimate interests as a data controller to process the personal data that you provide to us for the following purposes: personalised direct marketing offers, to offer prizes and giveaways, digital feedback (for instance Reevoo, Trustpilot and FeeFo), customer surveys, welcome home surveys and potential follow up telephone calls, telephone call recordings, sharing of telephone call recordings for third party regulatory / legal requirements, postal marketing received from third parties, marketing profiling, average customer profiling, data management services, data cleansing, sending you vouchers, magazines and offers for an extension of your holiday, tour manager referrals, references, next of kin details, tracking for our affiliate programme, hospitality activities, including customer special occasions and communications following a first booking, postal marketing and soft opt-in for marketing purposes. As well as the above, this also includes attribution to advertising on Facebook.
- auditing.
- to comply with our legal obligations.
- with your consent, which you may withdraw at any time.
- where it is necessary for the performance of a task carried out by us in the public interest or in the exercise of official authority vested in us.
- to protect your vital interests or those of another person.
Where we need to process special categories of personal data, for example dietary or mobility information, we will only do so if this complies with data protection law.
How we share your personal data
We may disclose your personal data to any of our employees, officers, contractors, insurers, professional advisors, agents, suppliers or subcontractors, government agencies and regulators insofar as reasonably necessary, and in accordance with data protection legislation.
We may also disclose your personal data:
- If we enter into a joint venture with or merge with another business entity, your information may be disclosed to our new business partners or owners
- With our Data Protection Team and/or Legal Advisors
- With our auditors, for more information as to how they process your personal data please refer to their Privacy Notice: Entities privacy policy | RSM UK
- If we are making an insurance claim following an incident we may share your information with our insurers
- If we are being audited then we may share your information with our auditors
- To fulfil legal and regulatory obligations
- To fulfil our contractual or other obligations with you
- In relation to reader offers, where there is a lawful basis for sharing your personal information with magazines and / or newspapers
- With your consent; and/or
- As otherwise required by law.
Unless required to do so by law, we will not otherwise share, sell, or distribute any of the information you provide to us without your consent.
International Data Transfers
We will only carry out international data transfers of your personal data to a country outside of the UK where the recipient is compliant with UK data protection legislation and the means of transfer provides adequate safeguards in relation to your data.
How we protect your personal data
We take appropriate security measures to protect your personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, unauthorised access when it is being transmitted, stored, or otherwise processed.
How long do we keep personal data?
We will retain your personal data for as long as it is necessary for the purposes set out in this privacy notice and no longer than necessary in order to meet our legal and regulatory requirements / best practice. After this period, we will securely erase personal data or take appropriate measures to anonymise it.
Data subjects’ rights
You may exercise your data subjects’ rights under data protection laws in relation to our processing of your personal data. Your data subject rights include:
1. You have the right to request access to your personal data
You have the right to request confirmation that your personal data is being processed, access to your personal data (through us providing a copy) and other information about how we process your personal data.
2. You have the right to ask us to rectify your personal data
You have the right to ask us to erase or delete your personal data where there is no reason for us to continue to process your personal data.
3. You have the right to ask us to erase your personal data
You have the right to ask us to erase or delete your personal data where there is no reason for us to continue to process your personal data.
4. You have the right to ask us to restrict or block the processing of your personal data
You have the right to ask us to restrict or block the processing of your personal data that we hold about you. This right applies where you believe the personal data is not accurate, you would rather we block the processing of your personal data rather than erase your personal data, where we don't need to use your personal data for the purpose, we collected it for, but you may require it to establish, exercise or defend legal claims.
5. You have the right to portability of your personal data
You have the right to obtain and reuse your personal data from us to reuse for your own purposes across different services. This allows you to move personal data easily to another organisation, or to request us to do this for you.
6. You have the right to object to our processing of your personal data
You have the right to object to our processing of your personal data on the basis of our legitimate business interests, unless we are able to demonstrate that, on balance, our legitimate interests override your rights, or we need to continue processing your personal data for the establishment, exercise or defence of legal claims.
7. You have the right not to be subject to automated decision making
You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal or similarly significant effects concerning you.
If you wish to exercise any of these rights, please use the details in the section ‘Further Information, Queries and Complaints’ below.
Further information, queries and complaints
If you would like to make a request, please email or write to:
- By post, addressed to our Data Protection Lead: Riviera Travel, New Manor, 328 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1SP
- By email: [email protected]
For your security, we can ask you to verify your identity before we can act on your request or complaint.
Alternatively, you can contact our data protection officer directly by email: [email protected]. Please mark the subject matter of your email: Riviera Travel.
We aim to resolve all concerns and complaints but, if you are dissatisfied with our response, you may complain to the relevant national supervisory authority. In the UK this is the Information Commissioner’s Office, who ca be contacted as follows:
- By post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
- Website: https:///www.ico.org.uk
We have appointed GDPR Local, as our EU representative, who can be contacted by calling them on +44 1772 217800.