For the purpose of the General Data Protection Regulation (GDPR) and EU Privacy and Electronic Communications Regulations (PECR), our registration number is Z2041653. We are registered with the Information Commissioners Office as a business who processes personal data, and abide by their code of conduct.
1. Who are we
We are CoachHolidays.com, Third Floor Woolwich House, 43 George Street, Croydon CR0 1LB. CoachHolidays.com is a trading name of Go Travel Ltd whose registered office is: 8-10 High Street, Chislehurst, Kent, BR7 5AN and our company number is 3825421.
2. What information do we collect from you?
We may collect information about you in a variety of ways including on our website, when you make a travel enquiry or a travel booking, through our
social media channels, at our events, through competitions or prize draws we run, and via other forms of communication including email and direct
The information we collect may include:
3. Why do we collect this information?
Having accurate information about you permits us to provide you with a smooth, efficient, and customised experience. Specifically, we may use the information collected about you to:
4. How we use your personal information
We may process, use or share information we have collected about you in certain situations as explained above. In general, the data we hold on you will be used for the purpose of processing your travel booking, in accordance with your booking terms and conditions. We only share your information with preferred suppliers when fulfilling your travel bookings, HM Revenue & Customs where necessary.
In addition, we may process your data for use in our marketing activities, either with having your explicit consent to do so, or when we have highlighted a Legitimate Interest, this may include engaging with third party agencies to perform our own marketing activities only. We do not sell, rent or trade your personal information to third parties for marketing purposes without your express consent.
In the event that we need to transfer your data outside of the European Union, to fulfil the contract we have with you to process your travel booking, we will ensure the organisation receiving the data has adequate safeguards in place that comply with the most up to date UK privacy laws, that individuals’ rights are enforceable and effective legal remedies for individuals are available following the transfer.
Furthermore, your information may be processed and disclosed as follows:
With your consent
Where possible we will explicitly seek your consent to use your information for any purpose other than what it was collected for. By becoming a customer, we may also rely on another legal basis to process your personal information, such as having a Legitimate Interest. Before we do this, we will carry out a suitable test to ensure it is the appropriate lawful basis for processing your personal information, and it does not infringe your rights and freedoms. We will inform you if we intend to process your information in this way, and provide a simple method for you to opt-out of the communication if you wish to do so.
For Contractual Purposes
We may disclose only relevant information about you to uphold our contractual obligations to you as a customer in fulfilling your travel arrangements. This may include disclosing relevant personal information with third party businesses and organisations, including airlines, tour operators, travel ancillary providers, banking organisations, and public authorities such as customs/immigration. This may include transferring your data outside of the European Union.
By Law or to Protect Rights
If we believe the release of information about you or your business is necessary to respond to legal process, to investigate or remedy potential violations of our policies, or to protect the rights, property, and safety of others, we may share your information as permitted or required by any applicable law, rule or regulation. This includes exchanging information with other entities or fraud protection and credit risk reduction.
For training purposes
If you telephone us, calls may be recorded for training and quality purposes. We will only share your personal information with our authorised travel service providers, and only as necessary to complete a transaction that you have specifically requested.
On our website
On www.coachholidays.com we use Google Analytics to understand which website pages you are visiting and to help improve the customer journey through the website and site effectiveness. This data allows us to improve the quality of your visit and develop programs, navigation and content that will be of interest to you. Google Analytics leaves cookies on your browser but this does not identify you personally.
We currently do not use third party cookies or web beacons. The website www.coachholidays.com system is protected by firewalls. We collect information about your computer (not your name, address, email address or telephone number) through your permanent cookie file for the purpose of assessing the effectiveness of site content and traffic. This data allows us to improve the quality of your visit.
Additionally, we may use third-party software to serve ads on our website, implement email marketing campaigns, and manage other interactive
You should be aware that getting a new computer, installing a new browser, upgrading an existing browser, or erasing or otherwise altering your browser’s cookies files may also clear certain opt-in/out cookies, plug-ins, or settings. The below highlights the specific legal bases we intend to use to process personal data:
|Purpose/Activity||Type of Data||Lawful Basis for Processing|
|To respond to your travel enquiry||Identity
|Arrange and book your travel requests||Identity
|Performance of a contract with you|
|Communicating special offers to you||Contact
|General accounting purposes||Identity
|Performance of a contract
|Contacting you in an emergency in relation to your booking||Identity
|To communicate general information about our business and our services||Contact
|Surveys and feedback questionnaires||Identity
|Partaking in prize draws, promotions, offers and incentives||Contact
|Reporting and analysis||Identity
Performance of a contract with you
|To administer and protect our business (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)||Identity
6. Policy for children
We do not knowingly solicit information from or market to children under the age of 13. If you become aware of any data we have collected from children under the age of 13, please contact us using the contact information provided below.
7. The options you have regarding your information
You may at any time review, change, request to see or request for the information to be deleted that we hold on you. We will deal with your request in accordance with the EU General Data Protection Regulation or the statutory UK law relating to Data Protection, whichever is enforced in the United Kingdom and its territories at the time of your request.
We are committed to upholding your full rights contained in the GDPR, which include:
8. Unsubscribe from communications
If you no longer wish to receive correspondence, emails or other communications from us, you may opt-out by:
9. How we protect your information
Transferring your data outside of the EU
If we need to transfer your data outside of the European Union, (e.g. If your holiday is outside of the EEA) we will ensure the organisation receiving the data has adequate safeguards in place that comply with the most up to date UK privacy laws, that individuals’ rights are enforceable and effective legal remedies for individuals are available following the transfer.
10. Compliance and cooperation with regulatory authorities
When we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the appropriate regulatory authorities, including local data protection authorities, to resolve any complaints regarding the transfer of personal data that we cannotresolve with our users directly.
11. Contact us
The Data Protection Team
Third Floor Woolwich House
43 George Street
Telephone: 020 8686 2378
12. Your right to complain to the ICO
If you are not satisfied with our use of your personal data, or our response to any request you send to us to exercise any of your rights, then you have the right to complain to the Information Commissioners Office:
Information Commissioners Office
Tel: 0303 123 1113
Updated December 2018