Claims Privacy Notice

The UK Civil Aviation Authority’s (CAA’s) Consumer and Markets Group will, in the event of the failure of an ATOL holder, contact the appointed Insolvency Practitioner/Administrator or Liquidator to obtain its booking data.

The booking data may contain all information you supplied at the time of booking. This may include your name, postal and/or email address, telephone number and details of any special requests or assistance required. This data may be used for the purpose of arranging repatriation and claims management.

Why we process your personal information?

The processing of your personal data during repatriation and claims management is necessary for the purposes of our, or our third parties, legitimate interests and does not affect your fundamental rights and freedoms as a data subject. We only use your data in ways you would reasonably expect.

Who sees your personal information and why?

We need to share your claims/booking data with external auditors and the contracted claims processing agencies for the purpose of audit and processing refund claims after the failure of an ATOL company. All our contracted claims agencies are based in the UK.

We currently work with the following claims agencies:

“CEGA Group Services Ltd”. The “CEGA Group” is part of the “Charles Taylor Group” of companies.

“Journeycall” part of the “ESP Group”.

“Rightpath Insurance Solutions Limited”. Please note that “Protect Claims” is a trading style of “Rightpath Insurance Solutions Limited”.

If we utilise new or different claims agencies we will always reflect the change in this privacy notice.

Our contracted claims agencies require your contact details to communicate with you throughout the claims process. This will often be by email. In the event that the claims portal in unavailable we will send a form to you by email or post.

It is not unusual for a claims agency to ask for you to submit further information by email throughout the claims process. The claims agencies may require you to confirm booking data, including any payment details, to perform a refund. You may be asked to submit proof of booking and payments made. To counter any attempts of fraudulent activity, we may ask you to provide proof of identity.

You will sometimes be asked to complete surveys or provide feedback regarding our services. These are always entirely optional, and the information obtained from such feedback is then anonymised.

How long do we keep your personal information and why?

We retain your personal information for 7 years after the failure of the ATOL company. The data is held for compliance and audit purposes. Claims data is also kept to support possible future legal claims in cases such as fraud. But we can delete information that would not be relevant to such a claim. Personal data is always deleted when such a claim can no longer arise.

Your individual rights

You may submit an enquiry or make a complaint by emailing [email protected].

You have a right to complain to the ICO about the CAA’s processing of personal data.

This privacy notice was updated in May 2023 and is subject to change.