Welcome to Off U Go Travels’ privacy notice.
Off U Go Travel respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) or when you otherwise provide personal data to us via other means (such as over the telephone) and tell you about your privacy rights and how the law protects you.
This privacy notice is provided in a layered format so that you can easily click through to the specific areas set out below. Alternatively, you can download a pdf version of the policy here.
Important Information and Who We Are
Purpose of this privacy notice
This privacy notice aims to give you information on how Off U Go collects and processes your personal data, including any data you may provide through this website or via any other means (such as over the telephone) when you purchase travel services, when you make an enquiry via our website, when you take part in a competition etc.
This website is not intended for children and the only circumstances in which we collect data relating to children is when you make a booking of travel services and you have children in your party.
It is important that you read this privacy notice together with any other privacy notice or fair processing notice 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 notice supplements the other notices and is not intended to override them.
Controller
Off U Go Limited is the controller and responsible for your personal data (collectively referred to as “Off U Go”, “we”, “us” or “our” in this privacy notice).
We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the DPO using the details set out below.
Contact details
Our full details are:
| Full name of legal entity: Off U Go Limited |
| Name or title of DPO: Jorge Cruz |
| Email address: trael@offugotravel.com |
| Postal address: C/O Bevan Buckland Llp Ground Floor, Cardigan House, Castle Court, Swansea Enterprise Park, Swansea, Wales, SA7 9LA |
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
Changes to the privacy notice and your duty to inform us of changes
This version was last updated on 25/11/2024 and historic versions can be obtained by contacting us.
The personal data we hold about you must be accurate and current. Please keep us informed if any of the details you provide to us should change during your relationship with us.
Third-party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Data We Collect About You
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
Identity Data
This includes data relating specifically to your identity, such as your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
Contact Data
This includes data relating to how you may be contacted, such as your billing address, delivery address, email address and telephone numbers.
Financial Data
This includes data relating to your means and payment methods, such as your bank account and payment card details.
Transaction Data
This includes data relating to the transactions you have carried out with us, such as details about payments to and from you and other details of products and services you have purchased from us.
Technical Data
This includes more technical data that we may obtain when you make use of our website, such as your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Usage Data
This includes information about how you use our website, products and services.
Marketing and Communications Data
This includes your preferences in relation to whether or not you want to receive marketing from us and our third parties and also your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we will treat the combined data as personal data which will be used in accordance with this privacy notice.
Special Categories of Personal Data
We collect the following special categories of personal data about you.
Details about your:
- Dietary requirements which may disclose your religious or philosophical beliefs
- Health
We collect and process the above data only where it is strictly necessary to do so in order to deliver the travel service that you have purchased. Furthermore, we will only collect and process the above special categories of sensitive personal data where you have provided us with your explicit consent to do so.
You are not under any obligation to consent to us processing your sensitive personal data. However, without your consent, we won’t be able to make the necessary arrangements to provide the travel services that you have booked or are attempting to book. As a result, if you do not provide your consent, we will be unable to proceed with your booking.
If you are happy to consent to our use of your sensitive personal data, you will also be able to withdraw your consent at any time. However, as this will prevent us or (where we are acting as an agent) the supplier of your chosen travel service from providing the travel service you have booked, we (or the supplier of your chosen arrangements) will be required to treat any withdrawal of consent as a cancellation of your booking and the cancellation charges set out in our Booking Terms and Conditions will become payable.
If you fail to provide personal data
Where we need to collect personal data by law or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you.
Where we are acting as an agent and we need to collect personal data to enter you into a contract with the supplier of your chosen travel arrangements, we may not be able to take steps to enter you into that contract if you fail to provide the data when requested.
In other words, where we require details from you in order to provide you with your chosen travel services, if you do not provide us with the necessary details then we will not be able to provide (or arrange for the provision of) the services you have booked or are attempting to book.
In this case, depending upon when you fail to provide the necessary data, we may either not be able to process your booking or we may have to cancel your booking, in which case we will treat this as a ‘cancellation by you’ in accordance with our Booking Terms and Conditions. We will notify you if we are unable to process a booking or are required to cancel a booking for this reason.
How Your Personal Data is Collected
We use different methods to collect data from and about you including through:
Direct interactions
You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
- make a booking of travel services
- request contact from us via our website
- subscribe to our e-newsletter, magazine or other publications
- request marketing to be sent to you
- enter a competition, promotion or survey; or
- give us some feedback.
Automated technologies or interactions
As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns.
We collect this personal data by using cookies, and other similar technologies. Please see our cookie policy for further details.
Third parties
We may receive personal data about you from various third parties as set out below:
Technical Data from the following parties
- analytics providers such as Google, based outside the UK and
- advertising networks based inside OR outside the UK
How We Use Your Personal Data
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
- Where we need to perform the contract we are about to enter into or have entered into with you.
- Where we need to take steps to enter you into a contract with the supplier of your chosen travel services, where we are acting in an agency capacity.
- Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
- Where we need to comply with a legal or regulatory obligation.
Generally, we do not rely on consent as a legal basis for processing your personal data.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
| Purpose/Activity | Type of data | Lawful basis for processing including basis of legitimate interest |
| To register you as a new customer. | (a) Identity; (b) Contact. |
Performance of a contract with you. |
| To process and deliver your booking including: (a) Manage payments, fees and charges; (b) Collect and recover money owed to us. |
(a) Identity; (b) Contact; (c) Financial; (d) Transaction; (e) Marketing and Communications. |
(a) Performance of a contract with you; (b) Necessary for our legitimate interests (to recover debts due to us). |
| To manage our relationship with you which will include: (a) Notifying you about changes to our terms or privacy policy; (b) Asking you to leave a review or take a survey. |
(a) Identity; (b) Contact; (c) Marketing and Communications. |
(a) Performance of a contract with you; (b) Necessary to comply with a legal obligation; (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services). |
| To enable you to partake in a prize draw, or competition or complete a survey. | (a) Identity; (b) Contact; (c) Usage; (d) Marketing and Communications. |
(a) Performance of a contract with you; (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business). |
| To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data). | (a) Identity; (b) Contact; (c) Technical. |
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise); (b) Necessary to comply with a legal obligation. |
| To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you | (a) Identity; (b) Contact; (c) Usage; (d) Marketing and Communications. |
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy) |
| To use data analytics to improve our website, products/services, marketing, customer relationships and experiences | (a) Technical (b) Usage |
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) |
| To make suggestions and recommendations to you about goods or services that may be of interest to you | (a) Identity; (b) Contact; (c) Usage; (d) Marketing and Communications. |
Necessary for our legitimate interests (to develop our products/services and grow our business) |
| To monitor our communications with you in order to check any instructions given to us, for training purposes, for crime prevention, to improve the quality of our customer service and to defend legal claims. | (a) Identity; (b) Contact; (c)Technical |
(a) Necessary for our legitimate interests (to assist us in training our employees and defend our business in the event of a claim). (b) Necessary to comply with a legal obligation; |
| For the establishment, exercise or defense of legal claims, whether in court proceedings or in an administrative or out-of-court procedure | (a) Identity (b) Contact (c) Financial (d) Transaction (e) Technical (f) Usage (g) Marketing |
Necessary for our legitimate interests (protection and assertion of our legal rights, your legal rights and the legal rights of others) |
| For the purposes of obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice | (a) Identity (b) Contact (c) Financial (d) Transaction (e) Technical |
Necessary for our legitimate interests (the proper protection of our business against risks) |
Marketing
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
We have established the following personal data control mechanisms:
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
Opting out
You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Where you opt out of receiving these marketing messages, this will not apply to personal data that you have provided to us as a result of a purchase of travel services or other such transactions.
Monitoring communications
We may monitor, record, store and use any telephone, email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.
Cookies
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookie policy for further details.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Disclosures of Your Personal Data
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
• Internal Third Parties as set out in the Glossary.
• External Third Parties as set out in the Glossary.
• Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
International Transfers
Many of our external third parties are based outside the UK so their processing of your personal data will involve a transfer of data outside the UK.
Where you have requested a booking for travel arrangements which are located or otherwise due to be fulfilled outside the UK, we will have to transfer your personal data to the suppliers fulfilling or providing those travel arrangements outside the UK in order to make your booking and for those suppliers to be able to provide you with the travel arrangements you have booked.
Where we are unable to rely on one of the safeguards outlined below when transferring data to those suppliers outside the UK, we will rely on the derogation under the GDPR in order to transfer your personal data to countries outside the UK (as the transfer relates to the performance of a contract for your benefit), and you hereby permit us to do so.
You also acknowledge that where your personal data is transferred outside the UK, controls on data protection may not be as wide as the legal requirements within the UK.
Data Security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Data Retention
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal regulatory, tax, accounting or other requirements.
We will review periodically the information we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained. Should you stop interacting with us as a client, we will remove or anonymise your information after 7 years.
If you require any further details about our retention periods, you can request the same by contacting us.
In some circumstances you can ask us to delete your data: see Request erasure below for further information.
In some circumstances, we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Your Legal Rights
Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:
• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.
If you wish to exercise any of the rights set out above, please contact us.
No fee is usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or to exercise any of your other rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Cookies
Our websites use cookies to distinguish you from other users. Cookies are small data files that allow a website or a mobile app to collect and store a range of data on your desktop computer, laptop or mobile device.
Cookies help us to provide important features and functionality on our websites and mobile apps, and we use them to improve your customer experience. With our permission, cookies may be placed on our websites and mobile apps by other organisations. You can find out more about what cookies are at: http://www.allaboutcookies.org/.
To learn more about the cookies used on our websites, please read here.
Essential Cookies
Some cookies are essential to make our websites work properly.
Customer Experience Cookies
• Cookies allow us to assess and improve the way our websites and mobile apps work so that we can personalise your experience and allow you to use many of their useful features. These types of cookies help us to provide you with a good experience when you browse our websites and allow us to track your experience between different devices to improve our websites or the way we provide our services and products to customers.
• Cookies can help us to understand how our websites and mobile apps are being used, for example, by telling us if you get an error messages as you browse, to test different designs of our website and mobile app pages. These cookies help us to improve your experience.
Advertising Cookies
• Some cookies are used to provide you with information or offers from us or third parties that may be of interest to you. These cookies may collect data about your online behaviour, such as your IP address, or the website you arrived from. This means that you may see our adverts on our websites, mobile apps and on other organisations’ websites. You may also see adverts for other organisations on our websites and mobile apps.
• Cookies can tell us if you have seen a specific advert, and how long it has been since you have seen it. This information allows us to measure the effectiveness of our online advertising campaigns and control the number of times you are shown an advert so it does not become too repetitive. We also use cookies to measure the effectiveness of our marketing communications, for example by telling us if you have opened a marketing email that we have sent you.
• Web publishers, advertisers and ad networks use cookies and data to optimise advertising effectiveness, and we participate in cookie-based exchanges to make this happen. Our cookie-based advertising activity will broadly fall into the following areas:
– third party adverts on our websites and social media: This type of advertising is intended to provide you with a selection of products/services that you’ve viewed on other third party websites, or social media channels, which are presented to you by our agency when you visit our websites or social media channels. The adverts may feature variations on the products/services that might be considered relevant to your browsing history on these other third party websites; or
– our adverts on third party websites: This type of advertising is intended to provide you with a selection of travel related products/services that you’ve viewed on our website, which are presented to you by our agency when you visit other selected websites or social media channels. The adverts may feature different Thomas Cook products/services that might be considered relevant to your browsing history.
• To help us to deliver online advertising that is relevant to you, we may also combine data we collect through cookies in the browser of your devices with other data that we have collected.
• We use advertising solutions delivered by Google DoubleClick for Publishers (DFP) to serve you these advertisements. Where we share data for the purposes mentioned above, it is encrypted and does not include your name.
Viewing Cookies
A summary of both the essential, customer experience (non-essential), and advertising cookies used on the website you are on can be viewed and managed using the link below.
Your Cookie Options
• You can use your browser settings to accept or reject new cookies and to delete existing cookies. You can also set your browser to notify you each time new cookies are placed on your computer or other device.
• Please note:
– if you choose to remove cookies, parts of website or App you are on may not work properly or your use of the website or App may be impaired; or
– if you choose to use this website or App without declining any non-essential cookies, then your use will constitute implied consent to the non-essential cookies that are set.
• You can accept or decline advertising, and customer experience (analytics, customisation and tracking) cookies at any time by contacting us.
• You can opt-out of third-party advertising networks using your information for interest-based advertising.
• Your information will not be shared with our third party advertising network partners for the purpose of interest-based advertising if you opt-out, however, you will continue to receive interest-based advertising from us and our business partners when using one of our websites.
• Please note these opt-out mechanisms use a cookie on your device, and if you clear the cookies from your browser it will ‘forget’ the opt-out.
Changes to Our Notice
This Cookie Policy replaces all previous versions. We may change this Cookie Policy at any time so please check it regularly on our website for any updates. If the changes are significant, we will provide a prominent notice on our website including, if we believe it is appropriate, electronic notification of Cookie Policy changes.
Last update: November 2024