1. General Introduction
2. What Personal Information do we collect and how?
We collect Customer Information supplied by you and use it to provide you with a dynamic, personalised and secure service to offer you a truly rewarding online experience. We may collect Personal Information about you:
when you purchase products and/or services
when you contact us or our customer services personnel
from third party sources, for example credit checking agencies
Examples of Personal Information we collect in each case are:
You provide us with your name, address, credit card details, including card number, card type, cardholder name, expiry date, billing address and delivery details when you place an order through our technological platform.
When you contact us by email, phone or post, for example dealing with our customer service personnel, you provide us with your Personal Information.
Implicit data capture
There are three types of cookies:
i) Session cookies
These are used to maintain something called session state. If you consider your journey through the website as a conversation with us, this cookie reminds the site where we are in that conversation (for instance, if at some point in the conversation you asked us to add a product/service to your basket, next time you click on the basket it will still be there). Session cookies are required for the website to function but are not used in any way to identify you personally.
ii) Permanent cookies
When you visit our website, we will assign a permanent cookie on the hard drive of your computer. You can view these by looking in the cookies directory of your browser installation. As the name implies, permanent cookies last for a long time and each time you visit our website you send us a copy of them allowing us to identify you from visit to visit. Cookies do not contain any Personal Information for example, your name, address, email address, or telephone number, but simply a unique identification number that identifies your computer to us.
iii) Third party tracking devices
Although you cannot block "session" cookies as they are required for our website to function correctly you can configure your Internet browser so that it can reject both "permanent" and "third party" cookies. How you do this will depend upon the Internet browser you use. Please refer to the relevant Internet browser manufacturer's website where you should be able to receive all the information you need.
Information from other sources
We may receive information about you from other sources, for example from credit reference agencies to guard against fraud or address, delivery information from third parties engaged for record correction purposes etc.
3. How do we use your Customer Information?
We will use your Customer Information for a number of different purposes including:
For fulfilling orders
For responding to your queries
For improving your onsite experience and providing you with information about products and services, special offers and promotions.
For internal operations and analysis
a) Fulfilling orders
When you place an order for products or services via websites accessed through our technological platform, we will use your purchase information to process the requested transaction, fulfil your order and pass on this information to the relevant suppliers.
Responding to queries
We may use your Customer Information to respond to your queries for example, about an order or problems navigating the websites making use of our platform. In order to address your query, you may be contacted by email, over the telephone, or other communication method by a member of one of our customer services teams. We may also use your contact details to send you follow up information about a booking (for example, regarding changes to booked travel or unavoidable travel disruptions affecting your journey in order to help you make alternative travel arrangements). We may contact you via email, phone or other communication channel to respond to suggestions you may send to us (for example about our platform, products and services).
Improving your shopping experience
We use the information gathered from your permanent cookie file (see Cookies above) in conjunction with other Customer Information provided by you, so that we can create a more effective website by assessing content and traffic flows on the site. We use this information to provide you with a more personalised experience on the website, help you to navigate the site effortlessly and to display particular products and services that we believe may be of interest to you.
d) Internal operations and analysis
We may also use your Customer Information for internal administration, analysis and quality assurance purposes, including fraud prevention.
We use your Customer Information to help us guard against fraud. When you make a booking or purchase products or services offered through our platform, we will automatically pass certain Customer Information which you provide to us (for example, your name, credit card, billing address details) to third party credit reference agencies, payment processors or other third parties for the specific purpose of verifying that information. If your Customer Information cannot be satisfactorily verified (for example, your stated billing address does not match your credit card details), we will contact you to notify you that your purchase request has not been confirmed and to request corrected details, if they can be provided, before we can process your order.
4. How do we keep your Customer Information secure?
We operate in accordance with relevant data protection legislation.
We use leading technological and security measures (electronic, physical and procedural) to ensure the safety and confidentiality of your Customer Information through collection, storage and disclosure. Such measures include maintaining a secure encryption based transmission system, intrusion detection and prevention software and virus protection software in respect of Customer Information.