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The Thomas Cook
Privacy Policy

Privacy Policy


Freedom Travel understands and respects the importance of your privacy. This Privacy Policy (the "Policy") sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us, in respect of your relationship with us as a customer or a potential customer. This information may be collected via our websites ("Sites"), our call centres, our networks of Sales Agents (defined below), or our social media channels (collectively, our "Services"). Please read the following information carefully. You are responsible for ensuring that the other members of your party are aware of the content of this Privacy Policy and you have checked with them that they agree to their personal data being passed to us too make a booking or other purchase on their behalf.

By making a booking/purchase or otherwise submitting your personal data to us, we will transfer, store or process it as set out below. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

Who does this policy apply to:

This Privacy Policy applies to the holidays, travel products and services offered by Freedom Travel's Sales Agents in the UK. When we say 'Freedom Travel', 'we' or 'us' in this Policy, we're generally referring to the separate and distinct companies that make up Freedom Travel (depending on the context of the Services you use). This Policy applies to personal data processed by the following companies, including data collected when you make bookings, purchases and enquiries with them:

  • The Freedom Travel Group Limited trading as Freedom Travel Group: The company that trades under the name Freedom Travel and operates package holidays and other travel arrangements organised by its network of independent travel agents.
  • Future Travel Limited trading as Freedom Personal Travel Advisors: The company that trades under the name Personal Travel Advisors and operates package holidays and other travel arrangements organised by its network of self-employed contractors.
  • For the purpose of this Policy, the independent travel agents and self-employed contractors shall be collectively referred to as "Sales agents".

    Each independent travel agents may publish its own supplementary privacy policy to explain how it will process and handle any additional personal data it collects from you. Any such supplementary policies apply in addition to this Policy.

    What types of personal data do we collect about you and why do we collect it:

    We will collect certain personal data about you and about any other person you include on your booking. The sort of personal data we collect will be information that you provide to us, that we collect from you or observe about you, or that we obtain from other sources. Read on to find out more.

    Personal data you give to us

  • When you make a booking/purchase or enquiry we will ask you for your name, address, email address, telephone number, date of birth, and personal travel preferences. We need to collect this information in order to arrange the travel and other services you are requesting.

  • When you request to make a booking, we will ask you for personal data such as information concerning dietary requirements, medical conditions, disabilities and special requirements. We need to collect this information so as to be able to consider your particular needs in relation to a booking and where those needs can be met, we may have to share that data with our third party suppliers and transfer it outside the European Economic Area (EEA), as described in this Privacy Policy. If you do not want to provide this information to us, or once you have provided us with this information you ask us or our data compliance department to stop processing this information, it may mean we won't be able to provide all or parts of the services you have requested. If we have to cancel your booking/purchase as a result, you may incur a cancellation charge.

  • If you enter a competition or promotion, complete a survey, or if you report a problem with any of our Services, we will collect your name and relevant contact information.

  • We may ask to see and retain a copy of your passport details and other identification document if for example you are purchasing foreign currency or completing a money transfer.

  • If you contact us, we may keep a record of your email or other correspondence, and if you call us by telephone, we may monitor and/or record phone conversations for training and customer service reasons.

  • If, when using our Services, you make a holiday enquiry with one of our travel consultants and you enter or provide any of your personal data (including telephone number or e-mail address), but do not make a booking/purchase, we will retain and use the data you've provided for a limited time and purpose, each mentioned below.
  • To help us keep your information current, accurate and complete, please ensure you tell us if anything needs to be changed.

    Personal data we collect and/or observe about you

    Based on how you have used our Services in the past and your activity on our website, social media channels, we collect the following personal data about you:

  • Details of the services we have provided to you in the past, including your previous travel arrangements, such as holidays and other purchases, and matters related to those arrangements, such as details of your previous requirements or complaints.
  • Images of you taken on our or our Sales Agents' CCTV systems at our premises.
  • Personal data obtained from Sales Agents

    We might also receive your personal data from third party sources who collect information about you on our behalf. This includes:

  • If you tell a subcontractor that you would like to receive marketing communications from Freedom Travel, they will securely transfer your contact details and marketing preferences to us.
  • If you book a holiday through a Sales Agent, certain personal data (as applicable to your booking, such as your name, date of birth or any special requirements you have) will be passed to us to provide the services you have requested/booked.
  • Where is your data stored and who it's shared with:

    Your personal data is held on a combination of our own systems and systems of the suppliers we use to provide our services. Read more here.

    When you provide your personal data to us, some of the personal data you provide will need to be passed to and processed and stored by relevant third parties, such as our technology partners to administer the services we provide, and airlines, airports, hoteliers, insurance companies and ground handling agents, so that they can provide you with the arrangements and assistance you require.

    Some of these third parties may be based outside of the European Economic Area ("EEA"). Organisations that are based outside of the EEA may not be subject to the same level of controls in regard to data protection as exist within the UK and the EEA. We aim only to transfer your data to third parties outside of the EEA where either:

    1. your personal information will be subject to one or more appropriate safeguards set out in the law. These might be the use of standard contractual clauses in a form approved by regulators, or having our suppliers sign up to an independent privacy scheme approved by regulators (like the US 'Privacy Shield' scheme); or

    2. the transfer is necessary to enable your contract to be performed.

    In order for you to travel overseas, we may be required to disclose certain of your personal data to government bodies or other authorities in the UK and in other countries, such as those responsible for immigration, border control, security and anti-terrorism. Even if it is not mandatory for us to provide information to such authorities, we may exercise our discretion to assist them where appropriate in the interests of detecting and preventing criminal activity.

    Freedom Travel is part of the Thomas Cook Group. The Thomas Cook Group includes the Freedom Travel companies Freedom Travel Group and Freedom Personal Travel Advisors, our subsidiaries, our ultimate holding company and its subsidiaries. We may disclose your personal information to any member of the Thomas Cook Group for business purposes (those business purposes include holding your data on central/shared systems for administering bookings and supporting customers in destination countries).

    We may pass your data to relevant third parties for the purpose of detecting and preventing fraudulent payments or bookings.

    How do we use your information when providing our services to you:

    In order to provide our services to you, we use the information we hold in a number of different ways. We process your information either because it is necessary for us to do so as part of a contract you enter into, or because we have a legitimate business reasons for doing so. Read more here.

    The following activities are carried out by us using your personal data because it is necessary in relation to a contract which you have entered into or because you have asked for something to be done so you can enter into a contract:

  • Administering your booking internally and communicating your booking externally with our suppliers, to ensure the services you have requested are arranged;
  • To communicate with you regarding your booking or any other purchase, including sending booking confirmation and travel documents;
  • We may use and process your personal information as set out below where it is necessary for us to carry out activities for which it is in our legitimate interests as a business to do so: