Coronavirus Update

Privacy Policy

This Privacy policy outlines how Unforgettable Croatia, as part of Unforgettable Travel Company, handles any personal data that you make available to us whilst visiting our website. Here at Unforgettable Travel Company we take your privacy very seriously and that is why honesty, trust and transparency are at the heart of our business. 

It is important that you read this privacy policy together with any other privacy policy or fair processing notice that we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements other notices and privacy policies and is not intended to override them.

 

Data controller

Unforgettable Travel Company is the data controller and responsible for your personal data (referred to as “Unforgettable Travel”, “UTC”, “we”, “us” or “our” in this privacy policy)

We have appointed a Data Privacy Manager who is responsible for answering any questions you may have in relation to this privacy policy, including any legal rights requests you may have. Please contact the Data Privacy Manager via the contact details below.

 

Contact details

Full name of legal entity: Unforgettable Travel Company Ltd

Email address: [email protected] 

Registered address: 86-90 Paul Street, London, EC2A 4NE

UK telephone number: +44 203 004 2345

US telephone number: +1 844 879 7838

Company UK Registration number: 9738411

 

Changes to the Privacy Policy

We keep our privacy policy under review and reserve the right to make amends. This current version was last updated on 5th July 2021.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

 

What information do we collect about you?

The types of information we collect about you depends on your interactions with us. Depending on the circumstances, we may collect any of the following:

  • Details about you. Your name, date of birth, nationality in passport, email address, postal address, telephone number, country of residence, your reason for travel (such as for a wedding, birthday or anniversary) and other travel related preferences.
  • Your use of our systems and services. Details of the way in which you use our website and social media pages (please see “OUR WEBSITES AND COOKIES” section below for further details)

 

How we collect this information

How we collect your information about you will depend on how you interact with us. Depending on the circumstances, we collect information in any of the following ways:

  • Information you provide to us:
    • When you browser our website
    • When you request a quote, sign up to receive emails, participate in any of our competitions, promotions (for example via any social media channels, email or our site), surveys or market research
    • When you ‘follow’, ‘like’, post to or interact with our social media accounts, including Facebook, LinkedIn, Twitter, Pinterest, Instagram and YouTube
    • When you contact us via our call centres, press office, social media, post, email or instant messenger

 

How we use your information

We’ll use your information for a variety of reasons, some of which will depend on the services that you engage us for. This includes:

  • To manage your request/booking with us. We will use your information to provide you with any services that you request or purchase from us. This includes booking your flight, cruise or hotel, arranging a tour, transportation or car hire, and issuing you with your tickets (on the basis of performing our contract with you), and providing you with any special assistance (where you provide your consent)
  • To send you service communications and support services. We will use your information to send you any communications relevant to the services you’ve requested or purchased from us. This includes sending you an email to notify you of changes to your itinerary, or providing you with a voucher, ticket or e-ticket. We will also provide you with customer service and support, deal with your enquiries, scheduling changes, complaints, comments or observations shared with us
  • To manage our relationship with you. This includes notifying you of changes to our terms of use or privacy policy, and asking you to leave a review or take a survey
  • To send you marketing communications. We will use your information to keep you up to date with the latest news, events, offers, sales, brochures, promotions and competitions that we think might be of interest or relevant to you (either on the basis of your consent where we have requested it, or our legitimate interests to provide you with marketing communications where we may lawfully do so) (please see the “MARKETING” section below for more information)
  • To comply with our legal obligations, policies and procedures. In certain circumstances, we will need to use your information to enable us to comply with our policies, procedures and legal obligations (for example to comply with any court orders or subpoenas), to enforce our legal rights, and to protect the rights, property and safety of staff, customers and others. This includes sharing your information with our lawyers, technical advisors, law enforcement and other regulatory bodies where necessary (on the basis of our legitimate interests or to comply with a legal obligation). 

 

What do we mean by “legitimate interests”?

By “legitimate interests” we mean our interests in conducting and managing our business activities and to ensure that we are guaranteeing the best service and experience for you and our customers. This involves: 

  • Providing you with customer service
  • Detecting, monitoring and preventing fraud or other unlawful acts, and operating a safe and lawful business. 

Where we use your information for our legitimate interests, we make sure that we take into account any potential impact that such use may have on you. Our legitimate interests don’t automatically override yours, and we won’t use your information if we believe your interests should override ours unless we have other grounds to do so (such as when we have your consent, or we have a legal obligation to use your information in that way). If you have any concerns about our processing please refer to details of “YOUR RIGHTS” section below. 

 

Who we share your information with

In connection with the purposes and on the lawful grounds described above, we share your personal information with the following third parties:

  • Third party suppliers that we work with to provide your booking and our other services to you. We may share your information with third party suppliers including that provide us with services in connection with the provision of our services to you. This includes for example:  airlines, hotels, tour operators, transport companies, excursion providers, airport authorities, insurance companies, car hire companies, ground handling agencies, and cruise companies
  • Airports, immigration / border control and/or other government authorities. The majority of destinations require airlines, cruise lines and tour operators to provide “Advance Passenger Information” about you to the border/immigration authorities of the country of your travel destination. Advance Passenger Information comprises the basic information contained in your passport that you would be required to present on your arrival. In addition, laws in certain destinations in your itinerary such as the USA and countries your flight may fly over require airlines to provide certain additional advance information about you and your travel arrangements. We will provide this information where we are required to do so.

 

Marketing

When you’ll hear from us

We will keep you up to date with with our latest news, offers and competitions from the Unforgettable Travel Company Group that we think might be of interest/relevant to you if you have indicated that you are happy to receive marketing communications from us – that is, if you have:

  • Booked travel services from us and have not told us that you don’t want to hear from us

    Or
  • Signed up to receive marketing communications from us and have not later told us that you don’t want to hear from us.

 

Opting out or withdrawing your consent in relation to marketing

If you no longer want to hear from us, you can opt out at any point by:

 

  • Following the “unsubscribe” link found on all of our emails
  • By email us at [email protected]

 

Our website and cookies

What we collect when you interact with our website

As you may already know, most sites and apps collect certain information automatically in log files about the way in which you interact with them. This might include your IP address, geographical location, device information (such as your hardware model, mobile network information, unique device identifiers) browser type, referral source, length of visit to the site or app, number of page views, the search queries you make, and similar information.

This information will be collected by us or by a third party site analytics service provider and will be collected using cookies.

As we’ve described above, we use this information to save your settings, such as the last holiday you searched for so you can find it easily the second time, give you access to more great features on our website, help improve our functionality and services, run diagnostics, analyse trends, track visitor movements, gather broad demographic information and personalise our services. 

 

What do we mean by “cookies”?

Cookies are small amounts of information in the form of text files that we store on the device you use to access our site or our marketing communications. Cookies allow us to monitor your use of our services and improve them. For example, a temporary cookie is also used to keep track of your “session”. 

We also use cookies for site analytics purposes and to monitor how customers interact with and receive our marketing communications (for example if you open the marketing communication and/or click on any of our offers). We use this information to try to improve the relevance and tone of our future communications to ensure we’re serving you as best as we can.

If you don’t want cookies to be installed on your device, you can change the settings on your browser or device to reject cookies. For more information about how to reject cookies using your internet browser settings, please consult the “Help” section of your internet browser or visit http://www.aboutcookies.org. Please note that if you do set your Internet browser to reject cookies, you may not be able to access all of the functions of the site. 

For details of all of the cookies that we use and the purposes we use them for, please visit www.unforgettablecroatia.co.uk/cookies 

 

Your rights

Overview of your rights

You have certain rights in respect of the personal information that we hold about you, including:

  • The right to be informed of the ways in which we use your information, as we seek to do in this Privacy Policy
  • The right to ask us not to process your information for marketing purposes
  • The right to request access to the information that we hold about you
  • The right to request that we correct or rectify any information that we hold about you which is out of date or incorrect
  • In certain circumstances, the right to ask us to stop using information about you
  • The right to withdraw consent that you have provided to us to use your personal information
  • The right to object to our using your information on the basis of our legitimate interests and there is something about your particular situation which makes you want to object to processing on this ground
  • The right to receive a copy of any information we hold about you (or request that we transfer this information to another service provider) in a structured, commonly-used, machine-readable format, in certain circumstances
  • The right to lodge a complaint about us to the UK Information Commissioner’s Office (https://ico.org.uk/) or the relevant authority in your country of work or residence.

 

Please note that we reserve the right to retain certain information for our own record-keeping (for example, to ensure that you do not receive marketing communications that you have opted-out of receiving) and to defend ourselves against any claims. We may also need to send you service-related communications relating to the services that we provide to you even when you have requested not to receive marketing communications. 

You can exercise your rights by contacting us using the details in the “CONTACT DETAILS” section above, or by checking the applicable boxes on forms that we use to collect your information, or to tell us that you don’t want to participate in marketing.

Please be aware that we may need you to provide additional information (such as to confirm your identity and/or to confirm what information you wish to access) in order to process your request. 

 

Where is your information

Our service providers and suppliers

We are based within the United Kingdom (UK) and therefore comply with UK GDPR regulations. However, in certain circumstances information that we collect about you will be sent to and held by us in countries outside of the UK where we work with suppliers and service providers that are either based outside of the UK or have servers based outside of the UK. Countries outside of the UK GDPR protect information differently, and so where we do transfer your information to suppliers based outside of the UK, we will take all steps necessary to ensure that it is adequately protected and used in accordance with this Privacy Policy.

 

How we look after your information

We strive to constantly keep our security practices under review to make sure that we’re keeping your information as safe as possible. We use a variety of different technical and operational security measures to protect your information against unauthorised access or unlawful use. For example we:

  • Ensure the physical security of our offices, warehouses and other sites
  • Ensure the physical and digital security of our equipment, devices and systems by mandating appropriate password protection, encryption and access restrictions
     
  • Ensure appropriate access controls so that access to your information is only granted to those of our people that need to use it in the course of their work
     
  • Carry out regular penetration testing of our systems and third party reviews of our software

 

How long we keep your information for

We keep your information for as long as is reasonably necessary to enable us to provide you with the services that you have requested from us, to comply with any legal obligations that require us to keep information, or for as long as we reasonably require for our legitimate interests, including for example for the purposes of exercising our legal rights or defending ourselves against claims. We operate a data retention policy and look to find ways to reduce the amount of information we hold and the length of time that we need to keep it. For example:

 

  • We try to adopt a paperless approach wherever possible and securely destroy any paper correspondence we receive on a regular basis unless we are required to retain it for evidential or legal purposes
  • We retain a suppression list of individuals who no longer wish to be contacted by us indefinitely. We need to keep this information to comply with their wishes not to contact them

 

Complaints

If you have any comments, questions or concerns about the contents of this Privacy Policy or the way in which we use your information, we encourage you to contact us using the details in the “ CONTACT DETAILS” section above to see if we can help resolve the issue in the first instance. 

However, if you’d still like to make a formal complaint or have concerns regarding the ways in which we use your information, you can contact the Information Commissioner’s Office (also known as the “ICO”). The ICO is an independent authority and the UK’s supervisory authority for information rights. 

You can register your concerns on the ICO site by clicking here.