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TRAVEL DOCUMENTS & DELIVERY POLICY

If an online accommodation booking is made, the website will email out a booking confirmation that also doubles as the hotel voucher that must be presented to the Hotel upon arrival. If an online flight booking is made, the itinerary will carry the correct reference number to present at check-in and no separate paper ticket is required.

If an online package is booked, the itinerary document will be emailed to the customer and will be both the flight e-ticket and accommodation/transfer voucher - which needs to be printed and presented to the check-in desk of the hotel or airline.

If you are unsure about what documents you should receive then please contact our Customer Service Team on 01204 474400 or alternatively email us at helpdesk@destinology.co.uk.

TRAVEL INSURANCE

It is important that you purchase adequate travel insurance to cover your travel plans, taking into account any participation in sports and activities whilst during your trip. It is the traveller's responsibility to purchase the relevant level of travel insurance.

ABTA

Destinology Ltd is a Member of ABTA with membership number Y6411. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct.

For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com.

ABTA RESOLUTION

We are a Member of ABTA, membership number Y6411. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure.

Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering you complaint with us; it will not determine how your complaint should be resolved.

None of the above affects your right to seek redress via the legal system.

ATOL PROTECTION

ATOL is a financial protection scheme covering many UK travellers every year. Only ATOL Protected tour operators can provide the peace of mind and full financial protection.

When you book your holiday or flight with Destinology you can rest assured that you will be protected by ATOL. If you would like to verify our ATOL Number (11235), you may check on the ATOL website by clicking here.

All the flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you book you will be supplied with an ATOL certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

SECURITY POLICY

Destinology is concerned about Internet security and takes care in ensuring all personal information is submitted securely.

All information submitted on the Destinology website is transmitted using Secure Socket Layer encryption (SSL) which automatically scrambles data before it is sent.

You can check the security of our checkout process as "https" will show at the beginning of www.destinology.co.uk in the address bar. You will also see a padlock on the bottom bar of your web browser.

Destinology will never contact you by email and ask you to disclose any credit card or bank account details. If you receive any suspicious emails asking for such information, please do not respond and contact our Customer Services department.

If you have any questions about our Privacy Policy, please contact helpdesk@destinology.co.uk or call our Customer Services department on 01204 821298.

3D SECURE PAYMENTS

We've made our payment process even more secure.

What is 3D Secure?

3D Secure is the latest fraud prevention initiative to create a more secure method for authenticating your payment. 3D Secure is a service offered by Visa known as Verified by Visa and MasterCard known as MasterCard SecureCode. Once you have registed for the service, which can be done on your Credit or Debit Card issuing website, Visa and MasterCard will then take responsibility for your 3D Secure Authenticated transactions.

Participating Card Issuers

Credit and Debit Cards that can be used with 3D Secure are: VISA, VISA DELTA, MASTERCARD, MASTERCARD DEBIT, INTERNATIONAL MAESTRO, UK MAESTRO and VISA ELECTRON.

PRIVACY POLICY

At Destinology we like to keep things private. When it comes to your privacy we never compromise. We will always be clear about why we need the details we ask for, and ensure your personal information is kept as secure as possible. How we do this is explained below.

1. INTRODUCTION

Destinology Limited is part of the Saga Group.

“Saga Group” includes Saga Plc together with its subsidiaries, details of which can be obtained from the Group Data Protection Officer at Enbrook Park, Sandgate, Kent CT20 3SE.

“We” and “Us” refers to Destinology Limited and the Saga Group who are committed to protecting your privacy. We comply with the principles of the Data Protection Act 1998 and aim to maintain best-practice standards in our processing of personal and/or sensitive personal data."

2. WHAT PERSONAL INFORMATION WE MAY COLLECT

Destinology may collect personal information when you:

  • Make a booking enquiry
  • Purchase a hotel, flight or holiday package
  • Subscribe to receive email newsletters about our products and special offers
  • Enter a prize draw
  • Participate in an online survey
  • Apply for a job with us

We also use third party software to collect information about the computer you are using and movements through our website e.g. IP address, web browser used, URL you visited from, which pages you viewed during your visit and any search terms entered on site. This information is anonymous and is not linked to any personal data we hold about you. This data is used only to help us improve our customers’ experience on our website.

3. HOW WE USE THIS INFORMATION

Booking Enquiries

When a user makes a booking enquiry, we collect personal information so we may contact them with a quotation. All enquiries are allocated to staff members internally in the company and your details are only used by members of staff that need to deal with the enquiry.

Hotel, Flight and Holiday Package Bookings

When a customer books a hotel, flight or holiday package, personal information is used to process and manage all elements of the booking. Your personal information may be passed to third party suppliers of the booking components, some of which may be located outside of the UK.

Email Newsletters

If you choose to subscribe to our regular email newsletter, your personal information is used to send targeted emails featuring relevant travel products and special offers. These details are not used for any other purpose and will not be shared with any third parties. You may unsubscribe from our newsletter at any point by following relevant instructions on any of our emails.

Prize Draws

If you enter a prize draw on site, your personal information will be used to contact you if you win a prize. If you choose to subscribe to our email newsletter when you enter any prize draw, you will also receive regular emails featuring relevant travel products and special offers.

Online Surveys

If you complete a survey on our website, we will collect personal information and details of your user preferences and behaviour when shopping for travel products. All information will only be used for statistical purposes and your individual personal information will not be accessible in any survey results.

Job Applications

Any personal information sent in response to a job application will only be used for recruitment purposes. We may contact you by telephone or email about any job application you make.

Retargeting

When browsing our website, we collect information regarding which pages you have visited so that we can target you at a later time. This is done through a Google Display Network Remarketing campaign and means that third party vendors, including Google will show Destinology ads across the internet. This can be opted out of at any time through your Google Ads settings.

Analytics

We also collect demographic data from visitors to our website to help with our understanding of website users and customers. We also use this demographic information for internal reporting. This information is only used internally and will not be shared with any third parties.

Cookies

A cookie is a piece of text based information that a website transfers to your computer’s hard drive. When using selected services on our website, we will use cookies to help recognise you and the bookings you have made. If your browser is set to reject the use of cookies, you will be unable to use selected online services such as ‘View My Booking’ and ‘Check My Booking’. In this situation, please contact our Customer Services department who will be able to access this booking information.

Security of Personal Information

Destinology is concerned about Internet security and takes care in ensuring all personal information is submitted and held securely.

Third Party Websites

This Privacy Policy only applies to websites and applications that are owned or operated by Destinology Limited and the Saga Group. We may link to external websites for your convenience, but Destinology Limited and the Saga Group are not responsible for the way in which personal information is used when submitted on third party sites. We urge you to read the privacy policy of any third party site you visit from Destinology Limited if you are concerned about your privacy.

We do not sell, trade, or rent your personal information to others.

We store all the information you provide us, including information provided via forms you complete on our website, and information which we may collect from your browsing. Our server, in common with nearly all web servers, logs each page that is downloaded from the site.

Any new information you provide us may be used to update an existing record we hold for you. If you provide a work email address we will not be responsible for third parties having access to any communications we send.

To help us prevent fraud and money laundering, your details may be submitted to fraud prevention agencies and other organisations where your records may be searched. We may also conduct a search with a credit reference bureau to assist us in providing a quote, and to check which payment options we can make available to you. A copy of this search may be left on your credit file but will not affect your credit score.

Third parties may deliver some of our products to you, or provide all or part of the service requested by you. In these instances, while the information you provide will be disclosed to them, it will only be used for the administration of the service provided. If you apply for other financial services and/or products, a check of your details with fraud prevention agencies may be necessary. The precise nature of these processes is explained fully when you apply.

We ask for your home, mobile phone number, and email address to enable us to contact you in relation to an enquiry you have made, to contact you about relevant products or services, to contact you if there is a problem with your order, or if there is another genuine reason for doing so.

We make outbound phone calls for a number of reasons relating to our many products. We are fully committed to the regulations set out by Ofcom and follow strict processes to ensure we comply with them.

If you provide us with credit or debit card details in order to pay for a service or product, we will keep such details secure and ensure that the details are only used further with your consent and/or for the purposes of any appropriate refunds.

When you enter a contest or other promotional feature, we may ask for your name, address, phone numbers and email address so we can administer the contest and notify winners.

Occasionally, we may also use the information we collect to notify you by post, phone, mobile phone, email and SMS about new or existing services, products and special offers we think you'll find of interest.

We may use sensitive personal data collected in respect of one product to market another appropriate product to you.

Generally by providing the requested data you consent to us using that data for administrative purposes and for informing you of other products and services by letter, SMS, phone and/or email. We may also use the information we collect to occasionally notify you about important functionality changes to the website.

Each time you receive electronic marketing information or a message, you have the option to decline to receive further marketing information from us. This is known as an 'opt-out'.

If you wish to exercise the opt-out: please write to the Destinology and Saga Data Protection Officer at The Saga Building, Enbrook Park, Sandgate, Kent CT20 3SE. If you have more than one address or email address please make sure to notify any changes to your preferences for each address or email address you have registered with us.

As required by the Data Protection Act 1998, we follow strict security procedures in the storage and disclosure of information you have given to us.

If we provide information to a third party (either a provider of a product or service, or an external data processing agency such as a mailing house) we will exercise the strictest control over the third party contractually, requiring it and any of its agents and/or suppliers to:

  • maintain the security and confidentiality of the information and restrict access to those of its own employees
  • use the data for the agreed purpose only and prevent it being used for any other purpose by any other party
  • refrain from communicating with you other than concerning the product in question
  • return the data to us at the conclusion of any contract term, and destroy or delete any copies made of all or any part of the information unless copies are needed to be kept to comply with regulations

In addition, we will restrict the information disclosed to the absolute minimum necessary, for example, to provide the product or service.

Our own security procedures mean that we may occasionally have to request proof of identity or check your presence on the electoral roll.

In the event of phone calls from you, we also reserve the right to ask security questions (which we in our sole discretion deem appropriate) in order to satisfy ourselves that you are who you say you are.

If you contact us electronically we may collect your electronic identifier, eg Internet protocol (IP) address or phone number supplied by your service provider. This is to identify any repeat website visits, fraudulent behaviour or mystery shoppers using our websites.

4. YOUR CONSENT

Before you provide any data to us we will endeavour to make it clear why we need it. Sometimes we may need sensitive personal data (examples may be past medical history). When this is required we will obtain your consent first. Otherwise, by providing us with information, either orally or in writing, or by using our website, you consent to the collection, use and processing of the information we obtain from or about you as a result of our dealings with you (including any data we obtain from third parties) by Destinology Limited and the Saga Group to provide and send you information about goods and/or services which we believe may be of interest to you.

A customer may properly give their spouse's or partner's consent over the phone or via the website providing the customer confirms they have permission to do so. If the consent is written, the spouse must independently endorse such consent.

Please note that we provide products and services including holidays outside the European Economic Area (EAA). Therefore if you travel on such holidays the information you provide may occasionally be transferred outside the EAA. From time to time Destinology and the Saga Group may use service providers and organisations outside the EEA for the purpose of processing services, system testing and maintenance.

It is worth noting, however, that some non-EEA countries do not afford the same level of data security as the UK. By submitting your details you consent to this transfer. We will always use every reasonable effort to ensure sufficient protections are in place to safeguard your personal information.

Subsequent to your purchase of a product or service, we may enter into an arrangement for that service to be provided by a new third party. If this happens, the terms and conditions of your contract with us will provide that you consent to the transfer and processing of personal and/or sensitive personal data to the new provider, subject to the requirement of the Data Protection Act 1998 and associated regulations.

5. DISCLOSURE OF INFORMATION TO THIRD PARTIES

As previously mentioned, we do not sell, trade or rent your information, and will never disclose information about you (including information obtained from our dealings with you) to third parties, except:

  1. to fulfil your specific orders for a product or service or information in the event that third parties deliver the relevant product or service or information. For example, if you go on a holiday with us, the hotel needs to know who you are.
  2. where third parties administer part or all of the product or service;
  3. for underwriting, pricing, insurance rating analysis and testing purposes, and to maintain management information for business analysis.

We may of course be obliged at law to pass on your information to the police or any other statutory or regulatory authority and in some cases, exemptions may apply under the Data Protection Act 1998, whereby we can legitimately release personal data e.g. to prevent or detect crime or in connection with legal proceedings. See also How we use the information you provide us above for information on how we may exchange personal data with third parties to help us prevent fraud and money laundering, to assist us in providing a quote, or to check which payment options we can make available to you.

6. EMPLOYEES AND EMPLOYEES' SPOUSES OR PARTNERS

Personal and/or sensitive personal data of an employee and his or her spouse or partner who take out a product and/or service may be shared to any group company for the purpose of operation of the product or service or for administrative reasons (including but not limited to claim administration, which may be assisted by the employee's department personnel). By accepting or purchasing the product or service the employee and his or her spouse or partner provide the necessary consent for this transfer of data.

Data Protection Act Marketing Consent

Destinology Limited and the Saga Group have adopted the following procedure in gaining your consent to be placed on their marketing lists.

When you first make an enquiry of or buy a product from Destinology you consent to receiving marketing about other products and services from the Saga Group. Your details are placed on our marketing list for the group and a 'questionnaire' will be sent to you; it may be sent electronically. This questionnaire gives a list of all the products of the group, and the option of choosing which products you would or would not like to receive information about. You can also choose not to receive any marketing from us. Once you have chosen what you would like to receive we ask you to return the completed form back to us. The marketing selections will be administered where applicable.

Amendment And Retention Of Information

Please advise us in writing as to any changes in your circumstances. Obviously it is preferable for us to retain up to date information. We will amend details as required. We are, however, obliged and permitted by law and regulation to retain certain types of data for a minimum period of time. The minimum period of time tends to be for six years but can be longer if the statute or regulation requires.

Subject Access Requests

You have a statutory right of access to accessible personal and/or sensitive personal data that we hold about you. In order to exercise this right, your application must be in writing for security reasons. Please write to the Data Protection Officer at Destinology Limited, Enbrook Park, Sandgate, Kent CT20 3SE for requests relating to information held by Saga Group companies; Please refer to the information you wish to see giving dates if possible, and enclose your cheque for £10 payable to Destinology Limited. We will not administer Subject Access Requests by a third party unless accompanied by a written authority of the individual who is the subject of the request.

Your Choice Of Information

You may change the type of material sent to you at any time. Destinology Limited and the Saga Group allow you to select which products you wish to receive information about, and to cancel any previous expressions of interest in particular areas. If you wish to take advantage of this, for Destinology products please write to Information Processing at Enbrook Park, Sandgate, Kent CT20 3SE.

Changes To Our Privacy Policy

If we decide to change our privacy policy, we will update all relevant documentation and post any changes on our websites so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Tell Us What You Think

We welcome your questions and comments about privacy.

Please write to The Group Data Protection Officer, Destinology Limited, The Saga Building, Enbrook Park, Sandgate, Kent CT20 3SE; email helpdesk@destinology.co.uk or call our Customer Services department on 01204 474400.

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