Our contact details
Name: packmytravel operated by Travel Solutions Ltd
Address: Kaminkelio Str. 15, Vilnius Lithuania
Phone Number: +370 61229966
E-mail: [email protected]
You’ll come across the term ‘personal data’ a lot in this policy. By that, we mean any information relating to you as an identifiable individual. For example, this includes information that may of itself identify you such as your name, contact details, trip itinerary, internet protocol (“IP”) address, cookie strings or device IDs, as well as information that may not on its own identify you, but which we store alongside such identifiers, such as how you are using our services or the country you are in when you do so.
The only exception to this is where you book travel directly with a Travel Solutions Ltd company operating under the ‘packmytravel’ brand. In this scenario your information will be processed by us and that Travel Solutions Ltd company in accordance with the terms of this policy and the Travel Solutions Ltd Travel Service Terms of Service. We’ll use the term “Travel Solutions Ltd Travel Service” in this policy when we’re referring to these bookings.
The type of personal information we collect
We currently collect and process the following information:
Personal identifiers, contacts and characteristics (for example, name and contact details, email addresses)
such as a copy of your passport or other identity confirming documentation which may contain information like your name, address, gender, nationality and date of birth.
such as your credit or debit card number, expiry date and verification code when you book travel via our services.
Travel and Booking information:
such as your booking reference, booking history, passenger name record (“PNR”), identification or passport information and travel itinerary.
your age, gender, location and preferred language when you use our services.
Device and Location Information:
generic details from your device such as your IP address, type, make, model and operating system of your device;
specific location data based on GPS data from your mobile device (when you grant us access to this information via your device settings); and
non-specific location based on your IP address.
Usage and Profiling Information:
your packmytravel search history and travel preferences;
how you’ve interacted with our services, including time you spend on our site and/or app and the pages, features or functionality you have accessed;
links you have clicked on to be redirected to or from our services, including the identity of the Travel Supplier you are redirecting to and the type of travel service you have selected; and
where you’ve redirected to a Travel Supplier’s website or app for the purposes of completing a booking, we may collect information from that Travel Supplier about whether and what you went on to book with them.
selected preferences associated with your PackMyTravel account including specific consents you have given or declined, email and push notification preferences and cookies containing your advertisement preferences.
includes communications we receive from you such as feedback, help requests and queries via telephone, email and other electronic communication methods such as online chat, instant messaging or social media;
records of your telephone calls with us which we use for training, monitoring and quality purposes; and
metadata associated with those communications, such as time and date.
User Generated or Provided Content:
content you upload to our services including comments, photos, videos, recommendations, preferences and reviews and metadata such as the time and date associated with that content; and
any information you submit to us during the course of any correspondence you may have with us, such as signatures, photographs, opinions and, where you are applying for a job with packmytravel, details of your employment history, salary and other similar information.
Social Media Information
email address is automatically collected by us from the third party social media platform you log in to packmytravel from.
How we get the personal information and why we have it
Most of the personal information we process is provided to us directly by you for one of the following reasons:
To provide customised information, deals, offers
For a better user experience
Ensuring our services are accessible and usable by you on your specific device, for example by altering the way we display information to you based on your device type;
Generating results in response to your search queries, for example providing you with a list of the flight, hotel or car-hire options that best meet your requirements;
Where you select a Travel Supplier that you’d like to buy with either:
redirecting you to their platform along with whatever data is necessary to enable them to recognise you and the travel option you had selected on Travel Solutions Ltd, including data about your browser or device and the details of your travel search; or
facilitating the completion of that booking from within our services, which will involve us collecting and transferring to that Travel Supplier or the Global Distribution Systems (as explained in the When is your information shared with or collected by third parties? section of this policy) all information required to enable the booking to be processed, including your contact details, passport or identification information, and payment details;
To provide you with insurance services and related products via our partners where these are available and included as part of the travel you have purchased;
Contacting you with messages, notifications or alerts that are necessary in order to deliver the services requested, such as booking confirmation emails or other essential communications like flight status alerts, the triggering of rights to compensation (such as where a flight you have purchased has been delayed) and notifications about changes or updates to our services or to any of our policies;
Responding to communications you have sent us, such as via our customer service help site, call centre or on social media;
Creating a ‘virtual’ credit card to make payments on your behalf when you use the Travel Solutions Ltd Travel Service
Displaying reviews, images and any other content and media you submit to Travel Solutions Ltd or upload to the Travel Solutions Ltd (we’ll call this “User Content”), and providing you with the tools to manage and delete this content; and
Where you have created an account with us, maintaining and administering this and ensuring that it is kept up-to-date and accessible;
We use the information that you have given us in order to
Helping you find your ideal travel destinations, flight, hotel, activity, tour, transport, car hire, insurance.
Providing you with customised and more relevant destinations, flight, hotel, activity, tour, transport, car hire, insurance search results.
Providing, securing, maintaining and improving our Services for our users.
Developing new products and features related to hotel search and travel.
Understanding how users use our Services so that we can improve the performance and provide better services to our users.
Direct marketing to users of our services about our Services or related services.
Advertising conducted by us and third parties on our Services and on the websites of third parties.
User research that improves users’ experience of our Services and improves our Services.
Assisting you with making hotel reservations.
Complying with legal obligations, preventing fraud and resolving disputes.
Assisting law enforcement authorities investigate and solve crimes.
We process your personal data using the legitimate interests legal basis, except in specific circumstances where you provide consent or where the processing is necessary for a contract that you have with us or where you have asked us to take specific steps prior to entering into a contract.
We may share this information with:
Our wholly owned subsidiaries.
Third party service providers who provide data processing services for us, such as: hosting and storage providers, customer service providers, communications providers, security and fraud prevention providers, credit card and payment providers, analytics, advertising, and marketing providers. These providers are under contractual obligations to not share your personal data with anyone else and to not use your data for any other purpose.
Third party service providers who provide services to us that are independent data controllers, such as security and fraud prevention services and advertising and marketing providers.
Business partners or affiliates that we may jointly offer products or services with. These will be services offered through our Services in conjunction with other third parties.
Third party travel suppliers such as hotels, airlines, car rental, insurance, property owners, travel guide or activity providers.
Law Enforcement Authorities. To prevent, detect and prosecute illegal activities, threats to state or public security and to prevent threats to people’s lives.
As part of a corporate transaction such as a merger, divesture, consolidation, or asset sale.
Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:
(a) Your consent. You are able to remove your consent at any time. You can do this by contacting [email protected]
(b) We have a contractual obligation.
(c) We have a legal obligation.
(d) We have a vital interest.
(e) We need it to perform a public task.
(f) We have a legitimate interest.
How we store your personal information
Your information is securely stored in Germany.
We only keep your data for as long as we need it, or are required to for legal reasons. We’ll then either delete it or anonymise it so it doesn’t identify you. We treat data differently depending on what it’s used for, but you can ask us to delete your personal data at any time.
Your data protection rights
Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at [email protected] if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at [email protected]