Crystal Travel is a trading name of Moresand Limited. We understand that customers expect their personal information to be treated carefully and responsibly. This Privacy Policy explains what information we may collect about you, how we obtain it, why we use it, when it may be shared and the choices and rights available to you.
This policy applies when you browse our website, contact us, make an enquiry, purchase travel services or otherwise interact with Crystal Travel.
1. Information We May Collect
To arrange and administer travel services, we may need certain information about you and, where relevant, other travellers included in your booking.
Depending on the service requested, this may include:
- Details we use to confirm who you are and communicate with you about your enquiry, booking or account.
- Date of birth, nationality and passport information where an airline or another travel provider requires these details.
- Payment-related information needed to process your transaction, which may include cardholder and payment details.
- Frequent flyer membership details and preferences relating to hotels, car hire or other travel services.
- Dietary, accessibility or health-related information where you choose to provide it and it is relevant to the travel arrangements being booked.
- Details entered into forms on our website, including enquiries, travel preferences and communication choices.
- Information connected with promotions, competitions or newsletter registrations.
- Records of telephone conversations where calls are recorded for training, monitoring or service-quality purposes.
- Information generated when you interact with social-media features associated with our website.
- Technical information such as your IP address, browser, device and website usage information.
We aim to collect only information that is reasonably required for the relevant purpose.
2. How We Receive Your Information
Most personal information is provided directly by you during your dealings with Crystal Travel.
We may receive information when you:
- Search for or enquire about flights, hotels, holidays or other travel services.
- Make a reservation online, by telephone or through email.
- Contact our customer service or support teams.
- Subscribe to marketing communications.
- Submit an online form.
- Participate in a promotion or competition.
- Communicate with us about an existing reservation.
Sometimes another person may provide your information to us. For example, a family member, employer, friend or group organiser may make a reservation that includes you.
If you arrange travel for another person, you should make sure that they are aware that their personal information may be provided to Crystal Travel and used for the purposes described in this Privacy Policy.
3. Why We Use Personal Information
We handle your personal details only when there is a clear and valid purpose for using them.
Providing Your Travel Services
Certain information is necessary for us to arrange and administer the travel services you request.
This can include using your contact details, passenger information, payment details, passport information, travel preferences and other information required by the airline, hotel or travel supplier.
If information that is essential to a reservation is not provided, we may be unable to complete or properly manage the booking.
Managing Your Booking
We may use your information to:
- Confirm reservations.
- Provide tickets, itineraries or booking documentation.
- Inform you about important changes to your journey.
- Respond to questions or requests.
- Provide customer support.
- Deal with amendments, cancellations or other booking-related matters.
- Communicate with relevant travel suppliers on your behalf.
Legitimate Business Purposes
Where permitted by law, information may also be processed where Crystal Travel has a legitimate business reason to do so.
This may include improving our services, understanding customer interests, preventing fraud, analysing business performance and making our communications more relevant.
We consider the impact on your privacy before relying on legitimate interests as the basis for processing personal information.
Marketing
Where appropriate, Crystal Travel may contact you about fares, travel offers, products, promotions, competitions or services that may be of interest.
Marketing may be delivered through channels such as email, text or other electronic communications, depending on your preferences and the permissions available to us.
You can ask us to stop sending marketing communications at any time.
Consent
Some processing activities depend on your permission.
For example, where consent is required for promotional emails, you may be asked to actively choose to receive them.
If you have given us permission to use your information, you can change your mind and remove that permission whenever you choose. Withdrawal will not affect processing that was lawfully carried out before your consent was withdrawn.
4. Who May Receive Your Information
Travel bookings often involve several organisations. To provide the service you have requested, relevant information may therefore need to be supplied to other parties.
Recipients may include:
Travel Providers
Information may be provided to airlines, hotels, tour operators, cruise companies, transfer providers, car hire companies, activity providers and other businesses involved in delivering your reservation.
Only information relevant to providing the particular service should be supplied.
People Managing a Booking for You
Where somebody else makes or manages a booking on your behalf, information connected with that reservation may be communicated to that person where appropriate.
Service Providers
Crystal Travel may work with companies that support our business operations, including organisations involved in:
- Payment processing.
- Technology and website services.
- Business analytics.
- Fraud detection and prevention.
- Customer communications.
- Administrative and operational support.
These organisations may process information only where there is an appropriate reason for doing so and subject to applicable data-protection requirements.
Legal and Regulatory Requirements
Personal information may also be disclosed where this is required by law, necessary to meet a regulatory obligation, required in connection with legal proceedings or otherwise permitted by applicable legislation.
5. International Use of Information
Travel is an international service, which means information may sometimes need to be transferred to businesses or service providers located outside the United Kingdom.
For example, passenger information may need to be sent to an overseas airline, accommodation provider or other supplier responsible for part of your journey.
Crystal Travel and related operations may also use overseas service providers for administrative, technical, processing or support functions.
Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer is handled in accordance with applicable data-protection requirements.
Depending on the circumstances, this may include transfers required to fulfil your contract or the use of recognised safeguards.
6. How Long We Keep Personal Information
We do not intend to retain personal information indefinitely.
The period for which information is kept depends on why it was collected, applicable legal requirements and whether it may be required to deal with a complaint, dispute or contractual matter.
Booking and transaction records may generally need to be retained for up to six years where this is necessary for legal, accounting or contractual purposes.
Some information may be kept for a shorter or longer period where legislation, regulation or the circumstances of the booking require it.
When information is no longer reasonably required, appropriate steps may be taken to delete, anonymise or securely dispose of it.
7. Your Data Protection Rights
Depending on the circumstances and applicable data-protection law, you may have rights relating to the personal information Crystal Travel holds about you.
These may include the right to:
- Ask whether we are processing your personal information.
- Request access to information held about you.
- Ask for incorrect or incomplete information to be corrected.
- Request deletion of information where there is no lawful reason for us to continue keeping it.
- Ask for certain processing activities to be restricted.
- Object to particular uses of your personal information where applicable.
- Take back your permission when we rely on your consent to use your personal information.
Some rights are subject to legal conditions or exceptions, so we may not always be able to fulfil every request exactly as submitted.
Requests relating to your personal information can be sent to: privacy@moresand.co.uk
When contacting us, include sufficient details so we can locate the relevant information and respond to your request correctly.
If you have concerns about how your personal information has been handled, you also have the right to contact the UK Information Commissioner's Office (ICO).
8. IP Addresses and Technical Information
When you access the Crystal Travel website, use our digital services or interact with electronic communications from us, certain technical information may be generated automatically.
This can include your Internet Protocol (IP) address, browser type, device information and general information relating to how the website is accessed.
Such information may be used to understand website performance, identify general visitor trends, maintain security and improve our digital services.
Where possible, analytical information may be aggregated so that it is used to understand broader patterns rather than individual users.
9. Cookies and Similar Technologies
Our website uses cookies and related technologies to support website functionality and help us understand how visitors use our services.
Cookies are small files placed on or accessed through your device when you visit a website. They can help remember preferences, improve site functionality and support website analysis.
We may also use third-party analytics services, including services such as Google Analytics, to better understand website and application usage.
Analytics providers may use cookies or related technologies to collect information about how visitors navigate and interact with our digital services.
Further information about how cookies are used and the choices available to you can be found in our Cookies Policy.
10. Changes to This Privacy Policy
Crystal Travel may revise this Privacy Policy when our services, business practices, technologies or legal obligations change.
Where an update materially affects how personal information is handled, we may take reasonable steps to make customers aware of the change, such as displaying an updated notice on our website or communicating directly where appropriate.
You should review this page occasionally to make sure you are familiar with the latest version.
11. Accessing Crystal Travel from Outside the UK
If you visit our website from outside the United Kingdom, information generated through your use of the website may be transferred to, stored in or processed within the UK or another country involved in providing our services.
Data-protection laws differ between countries and may not provide exactly the same protections available in your home jurisdiction.
Where international processing is necessary, Crystal Travel takes appropriate measures intended to protect personal information and handle it in accordance with applicable requirements.
Using our website or booking services may therefore involve information being transferred between Crystal Travel, our service providers and travel suppliers in different countries.
12. Contacting Crystal Travel
Questions about this Privacy Policy or how Crystal Travel handles personal information can be sent to us using the details below.
General Enquiries
Email: enquire@crystaltravel.co.uk
Travel and Customer Care
Email: customercare@crystaltravel.co.uk
Privacy Requests
Email: privacy@moresand.co.uk
Feedback
Email: feedback@crystaltravel.co.uk
Telephone
Within the UK: 0800 368 0300
Outside the UK: +44 207 612 0500
Head Office
Moresand Limited T/A Crystal Travel
12 Stephen Mews
London
W1T 1AH
United Kingdom
Telephone: +44 (0) 207 612 0500
Fax: +44 (0) 207 636 0667
