Privacy Policy

Eden Holidays is committed to protecting your confidentiality and safeguarding your personal information.

• Eden Holidays is committed towards protecting your confidentiality. As a tour operator and provider of travel services, it is important to protect the personal information that you share with us and we do our utmost to sustain your confidence in this regard.
• When you travel with Eden Holidays, we need to gather some personal information about you; such as your name, email address, passport number, payment details, emergency contact person etc. This information is used, for example, to develop your booking arrangements, to provide you with the best possible customer experience and for your safety and security.
• Some of this information is shared with our business partners; for instance, hotels, transport agents and airport ground handlers to ensure that your baggage arrives safely and on time, at your destinations. It is also mandatory to share some of your information with government border control and airport authorities for regulatory and security reasons.

In this privacy policy, we describe how we gather, use and safeguard your personal information.

The scope of this privacy policy covers all your personal data we hold/handle when you travel with us, purchase or use our services, visit our website, use our web enquiry,  interact with us  directly/in person or through any other modes of communication.

Our full privacy policy can be accessed below.

We have a system in place, governed by a stringent set of internal policies and procedures designed to provide suitable protection for the personal information in our custody. We review the efficacy and effectiveness of these systems, policies and procedures on a regular basis.

We coach our employees about the significance of safeguarding personal information by giving them training in this area of priority concern.

The inclusions of this Policy apply to all personal information gathered, held and handled by Eden Holidays within the guidelines of its activities, unless otherwise pointed out when collecting such personal information.

If Eden Holidays sites refer you to other websites operated by third parties, the information collected by said third parties on these (other) sites are not subject to this Policy. We therefore encourage you to review the privacy policies of those websites before disclosing your personal information to any third party.

Personal information is any information that identifies you or can be used to identify you. Your personal information may include, for example (not exhaustive), your name, your contact details, information relating to your travel itinerary (e.g. your booking reference number) or information on how you use our website and how you interact with us.

This data maybe collected from you during any interactions you have with us, for example when you visit our website, make a booking, use our enquiry form to enquire, call us, send us an email, or answer a survey. Also certain information will be collected by our suppliers / business partners who provide services to you (hotels, transportation services etc.)

We may collect and process the following categories of personal information:

Identification

Your name, date of birth, gender, nationality and passport number. If your children; considered minor/s, are included in the travel booking process, we will collect their identification information in addition to yours.

Contact information

Your telephone number, residential and or postal address and email address. If you book via a travel agency, such agency may exercise its discretion to withhold your contact information from us.

Booking details

During the booking process we collect information about your booking that may include your date of travel, flight reservations, hotel reservations, payment details and any additional services such as loyalty card information, upgrades and extra luggage, and or any other special requests that you may have.

Interactions

When you interact with us online/via email, we store your communication. If for instance, you were to contact us by telephone, we may record your telephone call, to be later used for our internal staff training purposes. We also collect your questions or complaints as deemed necessary.

Previous bookings with Eden Holidays

We gather data about services we have provided you in the past, including your previous travel arrangements, communications, lost luggage and customer feedback.

Sensitive personal information

When providing services to you, we may collect personal information that is considered sensitive as it could reveal your racial or ethnic origin, physical or mental health, and religious beliefs.

Should you ask for exceptional medical assistance, it may disclose information about your health. In addition, your religious beliefs may be revealed when you request special meals or advise us of other dietary requirements. Likewise, your travel documents and other reservation documents may contain information that may reveal your racial or ethnic origin.

When providing sensitive personal information, clear consent to the processing of this information must be given. This sensitive personal information will be used to provide any special services requested and to execute our duties well.

Third Party Bookings

A third-party booking is when a household member, friend, travel agent or another person (third-party) makes a reservation on your behalf. This third-party will automatically provide us with the same personal information that we would collect directly from you in order to complete your booking. In such instances, the third-party will have guaranteed that you have been made aware of the content of this privacy policy and that you agree to supply your personal information to Eden Holidays.

We use your personal information for the below mentioned reasons:

To make the necessary service arrangements for you

We may use your personal information to develop and manage your booking and to fulfil your travel preparations and purchases. For example:

• To make sure you receive indicated medical attention or dietary needs
• In case of non-supplying, disapproval or limiting handling or removal of any information necessary to provide you with our services, or in the event you wish to limit or remove consent previously given to us for the collection and use of your sensitive personal information, we may not be able to make available certain or all of our services to you. In such circumstances, cancellation fees may apply.

To communicate with you and keep you informed

We may need to contact you by email and/or by telephone for administrative or operational reasons, for example to send you confirmation of your bookings and your payments, or to inform you about your travel itinerary.

We will also use your contact information for commercial prospecting and to send you marketing communications, if you have agreed to receive such communications.

Your views of our products/services are very meaningful to us, so we may seek your feedback via email, social media or surveys.

We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you as a customer and to improve our services and experiences by our customers.

To personalise and improve your customer experience

We may use the interactions you exchange with us and information about how you use our websites to improve our products and services and to ensure that you receive advertising and communications from us that are relevant to you.

The lawful basis for handling your information will be influenced by the reason or reasons your information was collected. We will only process your personal information where we have a legal basis to do so. According to privacy laws, the legal basis for processing your information may be:

• To process your booking, fulfil your travel arrangements and otherwise perform the contract we have with you;
• To comply with a legal obligation;
• Because you have consented to Eden Holidays using your information for a particular purpose;

Because it is in Eden Holidays’ genuine interest to use your personal information, in particular, to enhance and improve our products and services, personalise our offers, develop new products and prevent fraud.

We will only keep your data for as long as we logically need it for the reason it is being managed for in harmony with this privacy policy or in order to comply with the law.

For example, your personal information related to a booking will be kept to fulfil the particular travel arrangements you have made. Later, we will keep the information for a period of time which assists us to handle or respond to any complaints, queries, concerns or legal procedures relating to the booking.

We will actively review the information we hold and either delete it securely or anonymize it, when there is no longer a legal, business or customer need for it to be retained.

To ensure that we can provide you with the products and services you have requested from us, we may need to reveal your personal information to third parties, including:

• Service suppliers, such as reservation agents, travel service providers, car rental or hotel accommodation providers and airport ground handling service providers to facilitate your travel and any other requests you have made;
• Technology service providers, whose systems we may use to, notably, process your booking and travel, enhance your customer experience, conduct customer surveys or provide you with personalized marketing communications on our behalf;

In light of the commitment to ensure the security and confidentiality of the personal information being processed, two government issued pieces of identification must be provided in support of any request made pursuant to the rights listed hereunder.

You have the right to access and rectify your personal information. You also have the right to withdraw your consent to processing of your personal information, access the personal information contained in your file and rectifying such personal information free of charge.

Accuracy and rectification of your personal information

We make every attempt to keep the personal information in our custody accurate, complete, and up to date. However, you are in the best position to promptly notify us of any changes to your personal information, and we therefore ask you to inform us of any relevant changes.

At any time, you may request for suitable modifications to be made to the personal information that we hold about you, in writing. If needed, we will forward the amended information to the third parties that have access to your personal information.

Removal of consent to process personal information

When we process your information based on approval you have previously given, you may withdraw the said consent at any time, effective the date of reasonable receipt of such written request.

This Policy is subject to amendment, in particular on account of the rapid evolution of the rules pertaining to protection of personal information and privacy. This version was established in June 2020. Any new version will automatically come into effect as soon as it is published by Eden Holidays. Therefore, please visit Eden Holidays website regularly to keep abreast of updates or to refer to updates.