Riviera

Why Riviera Travel

Passionate about Travel – it’s probably an overused phrase - and a brave claim - but we genuinely believe we are more passionate about our holidays than any other Tour Operator. Why? Firstly because we only operate to places we’re truly passionate about and in a manner to match. After all, if we cannot be passionate about what we do, how can we expect our clients to be? Plus within every aspect of our entire holiday collection, we spend an inordinate amount of time on painstaking research, examining the tiniest detail, constantly evolving what we do and adding so many subtle touches. Making sure flight times are as convenient as they can be and hotels are as good as possible within their categories. We aim to create not a travel experience, but also one of genuine pleasure, education and entertainment.

 

We offer you an unforgettable journey through time and culture, breaking through any obvious ‘veneer’ to the real destination beyond. Of course, you see the classic ‘sights’, many with guided tours, but you also visit fascinating, probably more intimate places, perhaps less known but often even more intriguing. Your included and substantial range of hugely informative tours are sometimes on foot, but at other times explore a little further afield too - so you learn and appreciate fully the countries through which you journey. Our unique combination and our simple, honest approach have served us well over the years and illustrates with great clarity why so many of you voted for us, resulting in the prestigious travel awards we currently hold. We realise we can never achieve perfection – but it will never stop us trying!, and the harder we continually try the more we will always exceed our clients’ expectations!

A Passion For Quality - No Compromise

 

When you travel on a Riviera Travel holiday, you can be completely sure that all aspects of it will have been worked on with passion, to obtain the best quality result. With many companies, even some household names, this may not always be the case – especially if they simply ‘badge’ a tour already operated by a local company in your chosen destination. This often results in disjointed multilingual commentaries, or an itinerary that isn’t as tailored as you’d expected. We personally select every single element of our holidays - from hotels and suppliers, to local guides and visits - so they’re exactly right for our clientele, with absolutely no compromise. All of our tours are managed by our own tour managers, who have been trained by us. Plus you’ll have 24 hour, UK-based emergency telephone help if required, for complete peace of mind. From Listening Carefully For 30 years We’ve always worked hard not just to meet, but to exceed the expectations of our discerning clients – by listening to them extremely carefully over the years and evolving our holidays accordingly. So when you travel, you can rest assured we’ve done all the hard work for you. Ultimately when we describe our holidays as ‘escorted tours’ we mean just that - we’re with you all the way to your chosen destination and back! Independent Choice, Unbiased Advice

 

We’re passionate about being an independent company - not part of a large, multinational, often impersonal organisation. This precious independence and our investment in research and people mean we’re free to create the very best holidays, whilst providing the best value for money. All our staff undergo intensive resort-based annual training, building unrivalled knowledge so they can advise you personally about your holiday, based on their own invaluable experience. This passion and commitment to quality, thoughtfulness and value are our guaranteed hallmarks. With Riviera Travel, helpfulness with a smile comes as standard – we care about your holiday as much as you do! Add this to the awards we have received and why would you entrust your plans to anyone else?  

 

Tour Managers Who Bring Your Holiday to Life

Our regular clients constantly tell us our staff, truly are outstanding. Selected for their extensive knowledge, being multilingual with a naturally caring disposition, and having outstanding organisational ability plus exceptional people skills, they are then thoroughly trained by us. All our holidays are managed by our Tour Managers, many of whom have been with us for over a decade, sixteen of them now for over twenty years! Caring, professional and reliable in the event of any problem, our clients say that being with them is like being with a trusted friend who clearly love the destinations: it’s a passion, not just a job! You’ll learn far more from our staff than you would from many guidebooks – and their enthusiasm and intimate knowledge brings your holiday to life.

Our Price Promise - No Hidden Costs or Surcharge

 

Our holidays offer outstanding value for money; you miss nothing of importance and our fully comprehensive itineraries include the ‘must see’ sights and experiences, plus a whole host of less famous visits you will just love. However many companies sell some of these as ‘optionals’ adding to your overall cost. Our pricing is transparent and clear. It includes essentials like taxes, “fuel” supplements and there are no hidden extras. We’re proud that since our inception 30 years ago, we’ve never levied a surcharge – even when currency, fuel and more recently tax movements were excessive. Our ‘no surcharge’ guarantee means that whatever happens after booking, the price will not increase.

 

TERMS AND CONDITIONS

Your contract is with Riviera Tours Limited, a member of ABTA, ATOL & IATA.

1. In placing your booking you guarantee you have authority to accept and do accept these Booking Conditions on behalf of you and your party. A contract exists on issue of a confirmation invoice, which is subject to these Booking Conditions and governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you wish to do so.

 

2. In order to process your booking and to ensure that you travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of you travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not pass any information onto any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities , or dietary/religious requirements.

 

3. The deposit, detailed on the relevant page of this price & departure dates booklet, is accepted as part payment of the holiday price and is due at the time of booking. In the event you fail to pay the balance of the holiday price by eight weeks before your departure date we reserve the right to cancel your holiday and apply cancellation charges in accordance with paragraph 6.

 

4. After issue of the confirmation invoice, if you amend your holiday an amendment fee of £15 per passenger plus any costs charged by our suppliers in making such amendments shall be chargeable.

 

5. Holiday prices are calculated using the exchange rates quoted by the Financial Times on 28/07/14, US$ 1.65 and €1.21. Once your booking has been confirmed, we guarantee not to surcharge your booking as a result of any cost increases. We reserve the right to change prices from time to time. Any changes will be quoted to you before you make your booking.

 

6. If you cancel your holiday other than in accordance with paragraph 8, you must inform us in writing sent by recorded delivery, registered post or email.

 

The following cancellation charges apply based on the period before departure when cancellation notice is received more than 56 days - deposit only; 56 - 31 days - 50%; 30 - 15 days - 95%; 14 days or less - 100%. Please note for European cruises, the cancellation charges are as follows:

more than 56 days - deposit only;

56 - 31 days - 80%;

30 - 15 days - 95%;

14 days or less – 100% (charges shown as a % of the holiday price).

Cancellation of certain transport arrangements, typically flight upgrades, connecting flights and train tickets can result in up to 100% cancellation charges regardless of the notice of period given to us. We reserve the right to pass on these charges which will apply to any upgrade to the transport element of your holiday and the cancellation charges in the scale above will apply to the other elements of your holiday (e.g. Accommodation, optional extras.) Also note that the transport provider may refuse to issue replacement tickets for lost or stolen tickets and new tickets may have to be purchased by you. The cost of the new ticket may be greater that the cost of the original ticket.

 

7. We reserve the right to make minor changes to your holiday, which will be notified to you as soon as possible. Examples include change to aircraft type, alteration of flight/Eurostar times by less than 12 hours, change of accommodation within a similar standard.

 

8. Major changes to your holiday will be notified to you as soon as possible. Examples include an alteration to your flight time of more than 12 hours, change of resort or change to a lower standard of accommodation. You will have the choice of accepting the change or cancelling the holiday and receiving a full refund including deposit. A minimum number of clients are required for this holiday to operate. Should this not be achieved we may cancel the holiday and refund all monies paid by you. However, we undertake not to cancel the holiday after the balance due date other than by your failure to pay the balance (paragraph 3), or where paragraph 9 applies, and will make all reasonable efforts not to cancel less than 56 days before departure. The amounts of compensation in the table below are by way of a guideline only, in the event of a major change, and may in appropriate circumstances be increased or decreased. Period of Notice we give you Compensation for each passenger 56 - 15 days prior to departure £10 14 days and less prior to departure £25 In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. This is included in the dates and prices section of our brochure, or in your confirmation, as appropriate. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.

 

9. In the event of circumstances beyond our control, we regret that we cannot accept liability or pay compensation where this causes a change or cancellation to your holiday. Where we refer to circumstances beyond our control, we mean any event which we or our supplier could not, even with all due care, foresee or avoid. Such events may include war or terrorist activities threatened or actual, civil unrest, closure of airports or seaports, industrial action, threatened or actual, adverse weather conditions, epidemics or pandemics, fire, high or low water levels on a river cruise and all similar events outside of our control. Riviera Travel is not responsible for the cost of any other travel arrangements affected due to cancellation or the rescheduling of any holiday.

 

10. If you have cause for complaint during your holiday, please inform your tour manager immediately. If you fail to complain in resort, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort, and this may affect your rights under this contract. If your complaint is not resolved to your satisfaction whilst on holiday please notify us in writing within 14 days of your return home. We are a member of ABTA, membership number V4744. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. Complaints are dealt with under ABTA guidelines. Disputes arising out of or in connection with this contract that cannot be amicably settled may be referred to arbitration under a scheme arranged by ABTA, which is independently administered by the Chartered Institute of Arbitrators. This Scheme does not apply to claims solely in respect of personal injury, illness or their consequences. Further information about the code or arbitration can be found on ABTA’s website http://www.abta.com

 

11. (i) We accept responsibility for ensuring your holiday is as described in our brochure. If any part is not provided as promised due to the fault of our employees, agents, or suppliers, we will pay an appropriate level of compensation. (ii) We accept responsibility if you or any person named on the booking suffers death, injury or illness due to the negligent acts and/or omissions of our employees or agents, suppliers or subcontractors, whilst acting within the scope of, or in the course of their employment in providing your travel arrangements. Damages will be payable in accordance with English Law, subject to paragraph (iii). (iii) The amount of compensation to which you are entitled will be limited by

: (a) The contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and

(b) The Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of compensation contained in these Conventions. (iv) Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay, details of which are available from airlines and EU airports. Reimbursement in such cases is the responsibility of the airline. Your right to a refund from us is set out in paragraph 8.

 

12. If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity that does not form part of the travel arrangements or excursion arranged through us, we cannot be held responsible. We shall at our discretion offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs and/or benefits received under any relevant insurance policy to Riviera Tours Limited. We limit the cost of our assistance to you or any member of your party to £5,000.

 

13. It is your responsibility to carry suitable travel insurance. If you travel without suitable insurance, you agree to indemnify Riviera Tours Limited for any loss or costs incurred as a result. You should also be aware of your passport, visa, immigration and health requirements. You should confirm these with the relevant Embassies and /or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. For all destinations you should consult your doctor at least one month before departure to ensure all health recommendations are adhered to. Should you wish to check the latest Foreign Office advice on any of these destinations, please consult http://www.fco.gov.uk. The EHIC isn’t a substitute for travel insurance as it does not include cover for cancellation, delay, repatriation, baggage loss, theft or treatment in private hospitals.

 

14. For packages that include flights, the Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from our brochure and for your repatriation in the event of our insolvency. We provide this by way of an ATOL (number 3430) administered by the Civil Aviation Authority. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any monies you have paid to us for an advanced booking. For further information visit the ATOL website at http://www.atol.org.uk. For packages that do not include flights we provide financial protection by way of a bond held by ABTA.

 

15. You accept responsibility for the proper conduct of all members of your party. If, in the reasonable opinion of ourselves, any person(s) is not suitable to continue the holiday because of health, whether mental or physical, unreasonable behaviour, damage to property or danger or significant annoyance to others, abusive/offensive behaviour to other clients, our suppliers, hotel staff etc, then the holiday may be terminated with immediate effect. Full cancellation charges will then apply and no refund will be given. Furthermore, we shall be under no obligation whatsoever to pay compensation or meet any costs or expenses (including but not limited to alternative accommodation and travel arrangements) you may incur as a result of your booking being terminated. Passport, Visas and Health Passports should be valid for six months after your date of return and in addition should have a blank page available. For all destinations you should consult your doctor at least one month before departure to ensure all health recommendations are adhered to. Visas are not required for any countries unless indicated on the relevant page in this booklet for details. Should you wish to check the latest Foreign Office advice on any of these destinations, please consult http://www.fco.gov.uk. Whilst the travelling schedule on our holidays shall impose no problems for people of any age in normal physical health, we should like to point out that we visit many historical sites and often enjoy walking tours of various places of interest. Some holidays, therefore, may not be suitable for clients of greatly impaired mobility. If you have impaired mobility you agree to advise us at time of booking.

 

Privacy Policy

Privacy is a very important issue for everyone, and is a subject we handle as a priority. Looking after the personal data you share with us is extremely important. Trust, respect and fairness have always been values that are integral to the Riviera Travel business and how we operate. This document outlines how we collect and use your personal data, so you can be confident it’s safe and secure with us, and to understand how we use it to give you a better customer experience. 
We have tried to keep this notice as easy to read as possible, but if you are unfamiliar with the terms used you will find some explanations in the Key Terms document in the appendix. If you have any questions about this policy you can contact us at:

Data Protection Lead
Riviera Travel
328 Wetmore Road
Burton-on-Trent
Staffordshire
DE14 1SP

info@rivieratravel.co.uk

01283 888 712

What this privacy notice covers

The data controller is Riviera Tours Ltd trading as Riviera Travel (referred to in this notice as “we” or “us”) of New Manor, 328 Wetmore Road, Buton-on-Trent, DE14 1SP.
We comply with the Data Protection Act 2018, the General Data Protection regulation 2016/679 and all relative European Union and Member State data protection legislation in force and as amended or replaced from time to time including, the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR).

Our privacy notice explains:

•    What types of personal data we collect, and why.
•    How we use personal data provided to us.
•    How we protect and ensure personal data is handled securely.
•    When and how we share personal data within our company and with other organisations.
•    The rights and choices you have in regard to your personal data.

Personal data we collect

When you register for any of our services, request information, buy our products online or by telephone or, in a limited way, browse our websites, we will collect and store your information as required:

  • Your personal details, including your email address, address and phone number
  • Where applicable, your account login details e.g. your username and password
  • Where applicable, passenger information, such as passport details, date of birth and insurance details
  • Where applicable and with explicit consent, special requests such as dietary and disability requirements
  • Audio recordings of your voice when you make a telephone call to us and when we call you
  • Information about your browsing behaviour on our websites and mobile apps
  • Information about your purchases or registrations, including what you bought, brochures you requested, when and how you made the purchase or requests
  • Information about when and what you click on our website and on our adverts shown on other organisations’ websites
  • Information on how you access our digital services, including IP address, browser and operating system
  • Information on your browsing preferences in relation to our website through use of cookies. Click here to see our cookie policy
  • When you contact us or we contact you or you take part in competitions, surveys or questionnaires about our services, we collect:
  • The personal data you provide when you connect with us, through email, post, phone or social media, such as your name, username and contact details.
  • Confirmation that you have opened or interacted with emails and other digital communications we send to you.
  • Your feedback and contributions to customer surveys and questionnaires.

When you contact us or we contact you or you take part in competitions, surveys or questionnaires about our services, we collect:

  • The personal data you provide when you connect with us, through email, post, phone or social media, such as your name, username and contact details.
  • Confirmation that you have opened or interacted with emails and other digital communications we send to you.
  • Your feedback and contributions to customer surveys and questionnaires.

Other sources of personal data we use

  • Specialist companies that supply information, and trusted partners
  • Your insurance company, their agents and medical staff exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency.
  • If you log-in using your social network credentials e.g. Facebook and Twitter, your personal details are shared with us according to the terms and conditions of the social network. This could include your name, email address, date of birth and location. You can manage what you share via social sign-in through the social network’s own preference centre.
  • We use CCTV images collected in or around our premises.

Personal data you provide about other individuals

  • Personal data about other individuals, such as those people on your booking.
  • By providing other people’s personal data, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data is used by us.
  • How we use personal data
  • To provide the products and services you request 
  • We need to process your personal data so that we can provide you with services that you have requested from us such as to provide you with the products and services you want, such as brochures and to manage your booking.  If you do not provide us with your personal data, this is likely to affect our ability to provide these services to you.
  • To manage and improve our products, services and day-to-day operations 
  • We use personal data to manage and improve our products, websites, mobile apps, operations and other services. 
  • We use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.  
  • We use personal data to carry out market research and internal research and development, and to develop and improve our product range, services, IT systems, security, know-how and the way we communicate with you.
  • We use CCTV images to help maintain the safety of anyone working in or visiting our premises, and for the prevention, detection and prosecution of criminal offences. We will rely on the images to establish, exercise or defend our legal rights. 
  • We use recordings of telephone conversations with you for staff training purposes and to improve our service and to manage and respond to any complaints.
  • To personalise your experience
  • We want to ensure that communications relating to our products and services, including our marketing information and that of our partners, including online advertising, are relevant to you.  
  • To do this, we use your personal data, preferences, previous transactions and browsing behaviour to better understand you, and to try to predict what other products, services and information you might find the most relevant and interesting. 
  • We measure your responses to marketing communications relating to products and services we offer, which enables us to offer products and services that better meet the needs of our customers. 
  • If you do not want to receive a personalised service from us, you can change your preference by email, over the phone or in writing at any time. We will update our records as soon as we can. Please contact us at:
  • Data Protection Lead
    Riviera Travel
    328 Wetmore Road
    Burton-on-Trent
    Staffordshire
    DE14 1SP
  • info@rivieratravel.co.uk
  • 01283 888 712
  • To make contact and interact with you 
    In the event you contact us, for example by email, post, telephone or via social media, we use personal data to provide clarification or assistance to you. 
  • We process your personal data so that we can manage any competitions you choose to enter. For example, if you win a prize. 
  • From time to time we invite our loyal customers to take part in surveys, questionnaires and other market research activities carried out by us or by other organisations on our behalf and we will process your personal data in order to improve the service we provide to you. 
  • We combine the personal data we collect across different sources, digital and offline, in order to provide you with relevant service and marketing communications (including online advertising relevant to your interests).

·Marketing information and B2B activities

  • With your permission, we will send you relevant information from time to time about our products and services, such as new product launches. This includes our email newsletter.  We will also keep you informed by post by using our legitimate business interest.
  • We will not sell your data to 3rd parties and it would only be with your permission that we pass your details to our partners, including media publishers who will be named, so that they can send you information on their products and services. We will only do this if you agree to receive these marketing communications from those named partners.  
  • When you request a brochure, book or create an account with us we will ask if you would like to receive marketing communications. You can change your contact preferences at any time by email, phone, in writing or by clicking the unsubscribe link that you will find on all our emails. This is entirely your choice but this will prevent you from receiving content or marketing information that we hope is of interest to you.  You may still receive service-related communications from us that provide important information about the use of our products and service, e.g., booking confirmations.
  • So that we can improve our products and services, we like to hear your views, so from time to time we will contact you for market research purposes. You always have the choice about whether to take part in our market research. 
  • To change your contact preferences please contact us at:
  • Data Protection Lead
    Riviera Travel
    328 Wetmore Road
    Burton-on-Trent
    Staffordshire
    DE14 1SP

·Sharing personal data

  • With suppliers and partners
  • In order to provide products or services requested by you we share personal data with suppliers of your travel arrangements, including airlines, hotels and transport companies.
    We use Easyjet as one of our airline suppliers. Easyjet’s group booking facility is used to reserve flights for specific departures. While each customer will be provided with individual boarding passes as part of your travel documentation, the information contained on boarding passes for all clients on the same departure will be accessible for view via Easyjet’s website using the booking reference provided by all customers on that group booking, this includes your full name and passport number.
  • We also work with carefully selected suppliers that carry out certain functions on our behalf. For example, companies that help us with IT services, storing and combining data, marketing, market research, processing payments and delivering products and services.
  • When we share personal data with other reputable service providers it is conducted under contractual agreements where we require them to keep it safe, and we do not allow them to use your personal data for their own purposes including marketing.
  • We only share the minimum personal data that enable our suppliers and partners to provide their services to you and us. 
  • On occasion, we need to share personal data to establish, exercise or defend our legal rights; this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk.
  • In the event that we enter into negotiations to sell or transfer any of our businesses or any of our rights or obligations under any agreement we have with you we will share your personal data with that organisation as necessary. If the transfer or sale goes ahead, the organisation receiving your personal data can use your data in the same way as us.
  • With regulatory authorities
  • So that you can travel, it is sometimes mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate.
  • Some countries will only permit travel if your advance passenger data is provided. These requirements differ depending on your destination and you are advised to check. Even if not mandatory, we assist where appropriate. 
  • We may share the minimum personal data necessary with other public authorities if the law says we must, or we are legally allowed to do so.

·Protecting your personal data

  • We take our responsibility to protect and manage your personal data very seriously. We take appropriate security measures to protect your personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, unauthorised access when it is being transmitted, stored or otherwise processed.  
    Where you have been provided or chosen usernames and passwords for restricted areas of the websites, e.g. My Booking areas, you are responsible for keeping this information confidential. 
  • Where applicable, and to fulfil the requirements of your holiday, we need to share your data with companies situated outside the European Economic Area (EEA). Your personal data will be securely transferred within our group or to one of our reputable service providers who store and process this information outside the European Economic Area (EEA). Only the minimal amount of personal data required for a processing activity will be transferred and we can assure you that we have taken all appropriate steps to ensure your data is handled securely. We have appropriate agreements in place with our suppliers. 

·Data retention

  • We will retain your personal data for as long as it is necessary for the uses set out in this privacy notice and no longer than 12 years, and/or to meet legal and regulatory requirements. After this period, we will securely erase personal data or take appropriate measures to anonymise it, if data is needed after this period for analytical, historical or other legitimate business purposes.  

·About cookies

  • Cookies are small text files that are stored on your computer or mobile device. They can’t harm your computer and don’t store personally identifiable information such as credit card details but help us to provide features and functionality on our websites and mobile apps that we use to improve your customer experience. Please see our cookie notice for further information.

·Analytics

  • When you visit our website, we use a third party service, Google Analytics, to collect information and details of user browsing patterns and habits. We do this to monitor visits to various areas of our website.
  • We also use this software to assign a unique Google Analytics ID to each user to provide a more personalised experience on our website. This software enables us to link your IP address to your browsing on our website and to tailor your browsing experience. Please see Google’s privacy policy for further information on Google Analytics.

·Links from our website to other organisations, and social media

  • Our websites or mobile apps contain links to websites operated by other organisations. They will have their own privacy notices so please make sure you read their privacy notice carefully before providing any personal data as we do not accept any responsibility or liability for websites of other organisations.
  • Our websites or mobile apps contain social media features such as Trip Advisor, Facebook and Twitter that have their own privacy notices. Please make sure you read their privacy notices carefully before providing any personal data as we do not accept any responsibility or liability for these features.  

 

How to access and update your personal data, make requests and complaints

You have a right to ask for a copy of the personal data we hold about you, and the right for data to be rectified or erased. You can write to us asking for a free copy of the personal data we hold about you, including any details you think will help us to identify and locate your personal data. Where further copies are requested we may charge a reasonable fee based on administrative costs.

We want to ensure personal data held is accurate and up to date. If any of the details we hold are incorrect, please let us know. We will update or erase your data, unless we have to keep it for legitimate business or legal purposes.

You can also object to the processing of your personal data, as well as the right, where technically feasible, to ask for personal data you provided to be transmitted to another organisation.

If you would like to make a request, please email or write to:

Data Protection Lead
Riviera Travel
328 Wetmore Road
Burton-on-Trent
Staffordshire
DE14 1SP

info@rivieratravel.co.uk

 

You can also contact the Data Protection Lead if you have a complaint about how we collect, store or use your personal data. We aim to resolve complaints but if you are dissatisfied with our response, you may complain to the local data protection authority. In the UK, this would be the Information Commissioner’s Office, contactable via Information Commissioner’s House, Wycliffe House, Water Lane, Wilmslow SK9 5AF; 0303 123 1113; or https://ico.org.uk/concerns/

For your security, we can ask you to verify your identity before we can act on your request or complaint.

 

Legal basis for processing personal data

We will only collect and use your personal data if at least one of the following conditions applies:

  • We have your consent, e.g. you have opted in when ordering a brochure
  • It is necessary for a contract with you or to take steps at your request prior to entering into a contract, e.g. to complete a booking
  • It is necessary for us to comply with a legal obligation, e.g. to meet the entry requirements of the country you are visiting
  • It is necessary to protect the vital interests of you or another individual, e.g. the exchange of personal data with your insurance company and medical staff in an emergency situation
  • It is in the public interest or we have official authority, e.g. to respond to and manage security operations
  • Where we have a legitimate interest in better understanding your interests, so that we can predict which other products and services might be of most interest to you and for staff training and complaint management purposes.  This ensures we can tailor our communications to be more relevant for you.    

Where we need to process special categories of personal data, for example health data for medical reasons, we will only do so if one or more additional conditions apply. E.g.:

  • We have your explicit consent
  • It is necessary to protect the vital interests of you or another individual and you are physically or legally incapable of giving consent
  • It is necessary to establish, exercise or defend legal claims
  • It is necessary for reasons of substantial public interest

 

Appendix A

 

Key Terms

Here is a list of key terms relating to privacy notices and privacy regulation.

 

  • Data controller: The data controller determines the purpose and manner in which personal data is used. 
  • European Economic Area (EEA): EU Member States plus Norway, Iceland and Lichtenstein.  
  • Online advertising: Digital marketing messages that you see on the internet.  
  • Personal Data: is defined as “any information relating to an identified or identifiable natural person ("customer"); an identifiable person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that person” (EU General Data Protection Regulation Article 4.1)
  • Special categories of personal data: These are categories of personal data revealing racial or ethnic origin; political opinions; religious or philosophical beliefs; trade union membership; genetic data, biometric data for the purpose of uniquely identifying a natural person; health data; and data concerning a natural person’s sex life or sexual orientation. 

Updated: November 2018

 

 

 

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