SilvaTur Travel Agency

​SilvaTur understands that we are the guardian of your Personal Data when you choose to travel with us. We promise that we will be clear about how we collect, use, share and retain your Personal Data and we are always committed to keeping it secure.

Who is responsible for your personal data?

​

SilvaTur Ltd is the Data Controllers of the Personal Data used to manage your flights and holidays and our relationship with you.

We share your Personal Data with our Airline Partners to manage you flights and/or holiday.

​

The Airline Operating partners are the Data Controller for the operation of your flight or holiday and will process your Personal Data under their Privacy Notice. SilvaTur will remain the Data Controller of your Personal Data in relation to setting up and managing your booking and this Privacy Notice will apply.

​

How do we process your personal data?

Like all holiday companies, we collect Personal Data about you in order to allow you to travel with us. We obtain most of your Personal Data directly from you or the person who has booked your travel with us.

We use your Personal Data to manage our flights and holidays and to meet our legal obligations, including laws in relation to safety, security, border control, immigration and packaged holidays.

​

Additionally, we may collect Special Category Personal Data from you if it is necessary to support you with your flight or holiday, for example if you have needs which require assistance on one of our flights or in the accommodation you are staying in, if you make a claim under our Serious Illness Policy, or are involved in an incident at the airport, on one of our aircraft or in the accommodation you are staying in.

​

When you purchase additional products and services through SilvaTur (such as car rental, insurance, inflight retail, transport/transfers, excursions) or if you contact us for support in relation to your flight or holiday we will also use your Personal Data to fulfil your request.

​

We also use your Personal Data to improve our products and services, to give you a better experience on our website and to personalise some offers to you where you have agreed to receive marketing from us.

​

How long do we retain your personal data for?

When you travel with us we hold your advanced passenger information, such as passport or ID information for 24 hours from the time of your flight departing. This is to meet the border control/ immigration requirements of the country you are travelling to.

For most other Personal Data relating to your travel, including your flight or holiday information, we hold this information for 6.5 years post your travel in order to respond to any legal claims in relation to your travel. In some jurisdictions we may need to hold your travel history for longer to meet local statutory limitation periods for bringing legal claims.

​

Your SilvaTur account will remain open while you are continuing to book travel, but will be routinely deleted if there is a 6.5 year period of inactivity from the date of your last flight. If you choose to close or delete your account, this will occur 6.5 years from the date of your last flight on that account.

​

For more information about specific retention periods applicable to your travel experience with SilvaTur, please see the section above ‘How Do We Process Your Personal Data?’.

 

Who do we share your Personal Data with?

Your Personal Data will be shared within SilvaTur in order to support operational, safety and legal requirements.  It will also be shared within SilvaTur in order to manage our relationship with you, including customer insight and marketing activities.

 

We also share your Personal Data, including passport information, with airlines to support operational and legal requirements.  For example, your Advanced Passenger Information will be shared with Border Control Authorities to meet the immigration requirements of the countries we fly to and may be shared with Passenger Information Units (agencies designated by EU government’s to receive passenger information for law enforcement purposes), depending on the route you are flying and other law enforcement agencies.

 

We share some of your Personal Data with third party suppliers who work on our behalf to support your travel.  We also work with a number of trusted travel partners to provide you with some of the products and services which enhance your travel (for example, insurance, car rentals, lounge access).  We share Personal Data with our travel partners in order to support the products or services you have purchased and to calculate any commissions.

​

At SilvaTur, We carefully select our suppliers and travel partners and require that they comply with high security standards for the protection of your Personal Data.

​

Learn more about who we may share your Personal Data with:

​

1. Suppliers providing services to us

We share your Personal Data with the companies who support our key customer services processes (contact centres) IT systems, inflight retail and disruption management processes. These are to fulfil your bookings with us and to ensure SilvaTur can run our operations.

​

2. Destination Management Companies (DMCs) and Accommodation Providers

For any SilvaTur holiday we may partner with destination management companies to provide in-country support for your holiday arrangements and with accommodation providers.

​

3. Government agencies

We share relevant information with government agencies when this is necessary to get you to your destination or is required by law.

In some circumstances, we may also be required to disclose part of your Personal Data to the UK Civil Aviation Authority (“CAA”) or other national CAAs, for the purposes of ensuring compliance with and the enforcement of CAA rules, ATOL requirements or for other regulatory purposes. 

In addition to the categories of parties listed above, we may disclose your Personal Data when this is required by the law of any jurisdiction to which SilvaTur may be subject.

​

4. Credit and debit card companies

SilvaTur shares some of your Personal Data, which includes information about your method of payment, flight booking and in some cases passenger names, to the credit or debit card company that issued the card you used to make your booking.

​

5. Fraud prevention agencies

In order to ensure the security of your transactions and prevent or detect fraudulent transactions, we may also share your information with our fraud screening partners.

​

6. Travel partners

SilvaTur works with a number of partners in order to provide you with services which will enhance your travel experience with us.  These include services such as, but not limited to:

• Transfers and taxi arrangements

• Car rentals

• Travel insurance

• Hotels

• Parking

• Airport lounges

• Train travel

• Tours

 

Where you purchase a product or service from our travel partners or choose to search for a product or service with them, we share some of your Personal Data with them in order to facilitate the purchase of their products and/or services and to calculate commission.

​

The travel partner’s terms and conditions and privacy notice will apply to your purchase and will provide further details on how your Personal Data is shared with SilvaTur.

International transfers

​

Most of SilvaTur’s customer Personal Data are collected and processed by SilvaTur within the United Kingdom, where SilvaTur is headquartered.

​

However, some of our suppliers may be located outside the U.K or European Economic Area (EEA being the being the European Union and Iceland, Liechtenstein and Norway) and may have access to your Personal Data in order to support SilvaTur’s business operations.

​

Where your Personal Data are transferred outside of the UK/EEA, we require that one of the following appropriate safeguards is in place, in accordance with data protection laws: 

• there is a decision by the UK Secretary of State for Digital, Culture, Media and Sport and/or the European Commission that the country to which our customers’ data is transferred provides an adequate level of data protection; or

• in the absence of such decision, the contracts that we have in place with these suppliers include the European Commission’s Standard Contractual Clauses and the UK International Data Transfer Agreement (IDTA).

 

How do we protect your Personal Data?

We are committed to protecting the Personal Data we hold about you by taking appropriate technical and organisational measures against unauthorised, unlawful, or accidental access, loss, destruction or damage to your Personal Data. We are constantly taking steps to improve in the field of Information Security as the sector itself is constantly changing as well.

To help us to better protect your data there are some simple things you can do to help. It is important that you always keep your booking information.

​

If you receive an email or text from ‘SilvaTur’ that you think is suspicious or fraudulent, don’t respond or click on any links. Examples might be:

• A booking referral that you are not aware of,

• An email you have received from what may be an SilvaTur email but is not legitimate,

• A communication relating to free SilvaTur flights.

What are your data protection rights?

Data protection laws give you specific rights in relation to your Personal Data and we want to make it easy for you to exercise these rights.

​

Learn more about your data rights and how to make a request below:

​

1. The Right to be Informed and have Access

You are entitled to know whether we hold your Personal Data and if so, receive a copy of your Personal Data.

​

2. The Right to Data Portability

You have the right to receive some of your Personal Data in a portable and reusable format.
Your right to data portability only applies to your flight and holiday history. Here is an example of the Personal Data you could receive if you send us a data portability request:

 Booking reference

​​

​

​

​

​

​

3. The Right to Rectification

If you believe that we hold incorrect or incomplete information about you, please let us know and we will aim to correct it. Most of the time, you will be able to correct and update your information through your SilvaTur online account.

 

4. The Right to Erasure

The majority of the Personal Data we collect about you is to meet SilvaTur’s legal obligations or to fulfil our contract with you when you travel with us.  As such, most of the Personal Data we hold about you will need to be retained in line with our stated retention periods in order to fulfil these obligations.

Where we rely on consent to process your Personal Data or use it for direct marketing purposes, you can request that we delete your Personal Data.

Where we rely on legitimate interests to process your Personal Data you can also make a request to delete your Personal Data and we will review this.

​

5. The Right to Restrict Processing

In certain circumstances, you may ask that we continue to store your Personal Data but not use it. For example, if you consider that we hold Personal Data relating to you that you may need for legal purposes, you can request us to not delete this information. 

​

6. The Right to Object

Where you believe you have reasons to object to the use of your Personal Data, for example, where our use is based on legitimate interests, you can make an Objection Request and provide us with the details of why you believe SilvaTur should stop using your Personal Data for a particular activity.

Whenever we rely on legitimate interests, we have undertaken a thorough assessment of the processing activity and have balanced our business interests against your rights and freedoms, as well as ensuring we have minimised the use of your Personal Data.

If you would like to unsubscribe from marketing you can unsubscribe at any time by clicking an unsubscribe button at the bottom of the marketing email, or alternatively you can manage your preferences by logging into your account. If you use our SilvaTur app you can manage your pop-up notifications in the communication settings of your SilvaTur app account.

​

7. The Right to Revoke Consent

Where we process your Personal Data based on your consent, you can withdraw your consent at any time by contacting the SilvaTur data protection team at data.protection@SilvaTur.co.uk.

​

8. The Right not to be subject to a decision based solely on automated processing

You have the right to object to any SilvaTur decision based solely on automated processing.  Your objection does not affect the legality of any processing carried out before your objection.

​

9. Contacting our DPO

If you have a query about your Personal Data or if you want to raise a concern, you can contact our Data Protection Officer and the Data Protection team via: data.protection@SilvaTur.co.uk.

​

We may ask you to verify your identity before we can process your query.

​

If you are still not satisfied with the way we use your Personal Data and you believe this is not in accordance with data protection laws, you have the right to lodge a complaint with your local data protection authority.

​

In the UK, the relevant supervisory authority is the Information Commissioner’s Office (ICO). You can contact the ICO via their web-form at https://ico.org.uk/concerns/ or call the ICO helpline on +44 (0)303 123 1113.

​

If you are a resident of an EU country and would like to contact your relevant supervisory authority, you can find a list of authorities via: www.edpb.europa.eu/about-edpb/about-edpb/members_en