Privacy Policy

How we use our travellers’ personal information:
We hold your data securely and share only where you agree. We use your data to tailor the information we provide and arrange travel arrangements to improve our services. We allow you the control to update, delete and access your data.

A: The personal information we collect and when and why we use it
B: How we protect and store your personal information
C: Legal rights to help you manage your privacy

The personal data we collect will be your name, address, email address, telephone number, date of birth, and personal travel arrangements. In addition, we may also be required to obtain your passport details to pass to overseas authorities, which require Advanced Passenger Information.

We will need to collect this information to arrange the travel and other services you request. In some cases, we may also need to collect more sensitive personal data, such as information concerning medical conditions, disabilities and special requirements, such as dietary requests, which may disclose your religious beliefs so that we can consider your particular needs in relation to a booking.

We use your personal information to:

Fulfil our contract with you and/or deal with your booking or intended booking, including processing your booking, sending you your itinerary or other details relating to your booking. Update you on changes to your travel itinerary (for example, if there is a change to your booking pre-travel; if a flight is delayed or cancelled). Manage your wider travel or services requirements (for example, liaising with and transferring your data to airlines, service providers and/or travel facilitators so that they can facilitate your booking and/or your travel arrangements, so any disruption can be minimised), this includes when you book a holiday package, hotel, car or another service, which may be provided by us or third parties.

How we use consumers’ personal information:

Market our products and services to you.

Personalise the service and offers you receive (for example, by being aware of previous travel experiences, transactions or preferences and tailoring the way we provide our products or services to you based on your preferences and profile).

We do not generally collect special categories of personal information from you (or those you are booking for), but where we do, we seek to minimise the collection and use of it and handle it with extra care. We also share this information with third parties (who help manage our business and deliver services, such as those parties who provide wheelchairs at airports) and other companies (who help manage your booking or journey), and we transfer it globally. Where you (or any passenger travelling) provide us with special categories of personal information, you agree that you have voluntarily provided such information, and you consent (and the passenger travelling consents) for us to use that information for the purposes for which it was collected.

If you have any queries about any of our products or services, compliments or complaints, we will need to collect information from you, including your contact details, in order for us to respond to your query or provide you with assistance. We will collect this information when you send us an email, call our offices, visit a local office, or contact us
via another form of communication, such as social media or an online chat tool.

Personal information we collect and use from third parties:

We collect personal information from third parties who you have authorised to provide your personal information to us (for example, this may be your travel agent or another person making a booking on your behalf, your travel companion, your travel coordinator, our promotion partners, social media and other digital websites). We also collect personal information from individuals who may refer you as a friend to our products or services. We ask these individuals to confirm that you are happy to hear from us.

Personal information we collect and use when you are making a payment:

We do not collect or store credit card or banking details when clients pay for our product/service. Banking details may be collected if a refund is required. The financial records for these transactions will be kept for seven years for audit and bank FICA purposes. No other records of your banking details will be stored.

Personal information we collect and use for legal, compliance, regulatory, and crime detection and prevention purposes:

We process your personal information so that we can meet our legal, compliance and regulatory obligations for legal purposes, such as to respond to a valid legal claim, summons or regulatory order and to protect our property, rights and interests as well as the property, rights and interests of other persons.

We also process your personal information for crime prevention and detection purposes, including the prevention of fraud for online payments, identity verification, and accounting or audit purposes. In each case, we do so in compliance with applicable laws. Personalise the service and offers you receive (for example, by being aware of previous travel experiences, transactions or preferences and tailoring the way we provide our products or services to you based on your preferences and profile). Communicate and interact with you at different times throughout your journey. Communicate with airlines, accommodation providers and other parties that are part of your journey regarding your experience, preferences, compliments or complaints. Improve the products and services we offer or help us to create new ones. Conduct customer satisfaction surveys so that we can obtain a better understanding of how we can continue to improve the products and services we offer or help us create new ones. During these surveys, we may collect personal information from you relating to your thoughts/comments about your experience with us.

Legal basis for using your personal information:

We will only collect, process, use, share and store your personal information where we are satisfied that we have an appropriate legal basis to do this. This may be because: We need to use your personal information to create a contract or take steps to enter into a contract with you. For example, to manage your booking with us, to date payment for your booking, or to complete your travel arrangements. We need to use your personal information for our legitimate interest as a commercial organisation. For example, we may capture your interactions with our website and booking journey via tools on our website to identify errors or issues and ensure your customer experience meets expectations. In all such cases, we will look after your information at all times in a way that is proportionate and that respects your privacy rights. We need to use your personal information to comply with a relevant legal or regulatory obligation that we have, and we have your consent to use your personal information for a particular activity. For example, where you consent to us sharing special offers with you that we think may be of interest.

Sharing your personal information with others:

We share your personal information in the manner and for the purposes described. With third parties who help us manage our business and deliver our products and services. These third parties have agreed to confidentiality obligations and use any personal information we share with them or that they collect on our behalf solely for the purposes of providing the contracted service to us. These third parties include service providers who help manage our IT and back office systems, detect fraudulent transactions and security incidents, provide customer support, manage communications and tailor marketing and advertising; verify payments such as banks and payment card companies; provide internet services; host our facilities and conduct research that assists us with an understanding of consumer interests. Bank and payment providers to authorise and complete payments, with governments, government organisations and agencies, border control agencies, regulators, law enforcement and others as permitted or required by law, in relation to API or such other legal requirements as apply from time to time when travelling to or from a particular country, and to generally comply with all applicable laws, regulations and rules, and requests of law enforcement, regulatory and other governmental agencies. With third parties whose products or services you are purchasing through our website or offices, or otherwise such as airlines, tourism agencies, hotels, transfer and car hire companies, tour and excursion providers, or travel agents, including if there is a problem with your booking so that your travel agent can resolve it with you.

Personal information we collect and use for marketing purposes, profiling and analytics:

We may use personal information to let you know about our products and services that we think may be of interest to you. This may be based on your preferences derived from cookies inferred from your interactions with us, including those on our social media accounts or in market research. We also work with social media and other digital websites to provide you with advertisements within those websites.

We provide them with your name and contact details (such as your email address). If these social media and digital website profiles match the information provided by us with the information you have held on your profile, then they will serve you our advertisements. The social media websites will not identify you or share other personal information on your social media account with us.

We will only send you direct marketing, whether about us, carefully selected third parties or partners, products or services, in accordance with your marketing preferences. We may contact you by email, social media, or through other communication channels that we think you may find helpful. If at any time you would like us to stop sending you marketing material, please contact us or choose the relevant “unsubscribe” option below.

How you can manage your marketing preferences:

To protect your privacy and to ensure you have control over how we manage marketing with you and provided that you have indicated that you would like to receive it. We will take steps to limit direct marketing to a reasonable level. Only send you communications that we believe may be of interest or relevance to you and at all times in line with your permissions, which, as appropriate, may include. Telling you about developments in the products and services available through us and those of our carefully selected partners (provided that we will communicate these to you in conjunction with our own marketing). You can click the “unsubscribe” link that you will find at the bottom of the emails that you receive from us, or you can unsubscribe by contacting us or changing your account settings, which will remove you from the relevant marketing list. If you do not want to be served with our advertisements on social media or other digital websites, you can manage your preferences on these websites.

If you unsubscribe completely from our marketing communications, we may be unable to notify you of tailored offers to meet your needs. If you do unsubscribe from marketing communications, you will still receive operational and service messages from us regarding your booking, including where you may not have completed a booking and responses to your inquiries made to us.

Transferring personal information globally:

We operate in several countries and work with third parties around the world, which means your personal information may be transferred and stored in other countries that may be outside your country of residence. Some of these countries are subject to standards of data protection that are different from those of your country of residence.

We will take appropriate steps to ensure that transfers of personal information are in accordance with applicable law, and we only transfer personal information to another country where:

We are satisfied that adequate levels of protection are in place to protect your information and the transfers are fully managed to protect your privacy rights and interests and are limited to countries that are recognized as providing an adequate level of legal protection or where we can be satisfied that alternative arrangements are in place to protect your privacy rights.

To this end, where we transfer your personal information outside our company or to third parties (who help us to provide our products and services), we obtain contractual commitments from them to protect your personal information or where we receive requests for information from law enforcement or regulators, we carefully review and validate these requests before any personal information is disclosed. In the event your personal information is transferred to a foreign jurisdiction, it may be subject to the laws of that jurisdiction, and we may be required to disclose it to the courts, law enforcement or governmental authorities in those jurisdictions.

You have a right to contact us for more information about the safeguards we have put in place to ensure the adequate protection of your personal information when it is transferred, as mentioned above.

Protection of your personal information:

We are implementing and maintaining appropriate technical and organisational security measures, policies, and procedures designed to protect the personal information that you share with us and safeguard its privacy. For example, the measures that we are working towards include the following:

Placing confidentiality requirements on our staff members and service providers;

Destroying or permanently anonymizing personal information if it is no longer needed for the purposes for which it was collected and

Following security procedures in the storage and disclosure of your personal information to prevent unauthorised access to it and

Using secure communication channels on our website, such as SSL (“secure sockets layer”) for transmitting data that is sent to us. SSL is an industry-standard encryption protocol used to protect online transaction channels.

Storage of your personal information:

We keep your personal information for as long as is reasonably necessary for the purposes for which it was collected. Personal information such as name, email, and country of residence will be kept on our database for future marketing purposes. Sensitive information such as passport details and dietary requirements will be kept for three months after travel. We will ensure that it is disposed of in a secure manner.

In some circumstances, we may store your personal information for longer periods of time, for example, when we are required to do so in accordance with legal, regulatory, tax, or accounting requirements. In specific circumstances, we may store your personal information for longer periods of time so that we have an accurate record of your dealings with us in the event of any complaints or if we reasonably believe there is a prospect of litigation relating to your personal information or dealings.

Cookies:

A “cookie” is a small computer file that is downloaded to your device. It collects information as to how you navigate our Website and the internet and helps us provide better website services to you.
Cookies may collect personal information about you. Cookies help us remember information about your visit to our website, like your departure point and other settings and searches. Cookies enable us to understand who has seen which web pages and how frequently and to determine which are the most popular areas of our website. They can also
help us operate our website more efficiently, make your next visit easier, and customize your view of the website to reflect your preferences and activities. They also help us tailor our marketing and advertisements to you on our website, other websites you visit, social media websites and your other devices.

You have certain rights in relation to your personal information:

In order to exercise your rights, we may ask you for additional information to confirm your identity and for security purposes, in particular, before disclosing personal information to you.

You can exercise your rights by emailing us at info@atzarocapetown.com. Subject to legal and other permissible considerations, we will make every reasonable effort to honour your request within 30 days or inform you if we require further information in order to fulfil your request. We may not always be able to fully address your request; for example, if it would impact the duty of confidentiality we owe to others or if we are legally entitled to deal with the request in a different way.

Right to access personal information:

You have a right to request that we provide you with a copy of the personal information that we hold, and you have the right to be informed of the source of your personal information, the purposes, legal basis and methods of processing; the data controller’s identity, and the businesses or categories of businesses to whom your personal information may be transferred.

Right to rectify or erase personal information:

You have a right to request that we rectify inaccurate personal information. We may seek to verify the accuracy of the personal information before rectifying it. You can also request that we erase your personal information in limited circumstances where:

It is no longer needed for the purposes for which it was collected or

You have withdrawn your consent (where the data processing was based on consent) or

Following a successful right to object; or

It has been processed unlawfully; or

The personal information must be erased for compliance with a legal obligation under European Union or Member State law to which we are subject.

We are not required to comply with your request to erase personal information if the processing of your personal information is necessary:

For compliance with a legal obligation; or

For the establishment, exercise or defence of legal claims.

Right to obtain a copy of personal information safeguards used for transfers outside your jurisdiction:

You can ask to obtain a copy of, or reference to, the safeguards under which your personal information is transferred outside of the European Union.
We may redact data transfer agreements to protect commercial terms.

Right to restrict the processing of your personal information:

You can ask us to restrict your personal information, but only where:

Its accuracy is contested, to allow us to verify its accuracy; or

The processing is unlawful, but you do not want it erased; or

It is no longer needed for the purposes for which it was collected, but we still need it to establish, exercise, or defend legal claims; or

You have exercised the right to object, and verification of overriding grounds is pending.

Right to object to the processing (including direct marketing) of your personal information:

You can object to any processing of your personal information with our legitimate interests as its legal basis if you believe your fundamental rights and freedoms outweigh our legitimate interests.

You can request that we stop contacting you for marketing purposes.

You can request that we not transfer your personal information to unaffiliated third parties for the purposes of direct marketing or any other purposes.

If you have joined our mailing list, you can manage your marketing preferences automatically by clicking the “unsubscribe” link that you will find at the bottom of our emails that you receive from us, or you can unsubscribe by contacting us at info@atzarocapetown.com.

We can continue to use your personal information following a request for restriction where:

We have your consent; or

To establish, exercise or defend legal claims; or

To protect the rights of another natural or legal person.

You have a right to lodge a complaint with the Information Commissioner’s Office if you have concerns about how we are processing your personal information.

If you have any concerns regarding the data that we hold, please contact Atzaró Cape Town at info@atzarocapetown.com.