Tailor Made Holidays is a family owned business, celebrating 22 years!
Between us we have over 50 years of experience within the travel industry, individually tailoring holidays to suit your specific requirements and budget, whether luxury or adventure, beach or mountain trails, game reserves or vineyards, self drive or private tours.
Drawing on first-hand experience we take pride in designing bespoke holidays for couples and individuals, luxury honeymoons and multi-generational family travel, essentially focusing on experiential authentic experiences. Tailor-made from beginning to end, our team will ensure that your next adventure, whatever the destination, is beyond expectations.
Why not be treated as a valued customer benefitting from our many years of experience, our excellent record of customer satisfaction and service is second to none.
We’ll ask you for information such as your name and contact information, your email address, and, if you travel with us, your passport details. We collect your personal data for three main reasons:
When you visit our website, to give you the best possible experience, based on what you want to find out and which device you’re using.
So we can contact you successfully, if you get in touch or ask us for information.
And, when we’re planning your trip, to ensure that we make the right arrangements for you.
If you’re travelling with us, we’ll ask you to tell us a little more about yourself, such as any health conditions. We only do this so we can plan your trip around any special requirements you might have.
How we share your personal information
We’ll only either ask you for personal information directly or, with your permission, gather it by tracking how you use our website. We won’t share your personal information with third parties for any marketing activities.
When we do share your personal information, it’s always so we can provide you with a better service when you’re travelling with us.
Safeguarding your personal information
We keep your personal information securely, and we only keep it for limited and appropriate amounts of time. If you’d like to stop receiving our email marketing, you can click ‘unsubscribe’ at any time.
Your rights to your personal information
Please email us at email@example.com
We have a legal duty to protect personal information that we collect under the Data Protection Act 1998 (and any law which replaces it, including the new UK Data Protection Bill) (the “DPA”) and the General Data Protection Regulation (EU) 2016/679, (the “GDPR”). For the purpose of the DPA and GDPR, we (Tailor Made Holidays) are the data controller (in other words, the organisation that determines how your personal information is used)
Enquiries and bookings
We will collect personal information from you when you make an enquiry or request a brochure from us. This includes your name and contact information, details about the destinations and countries that you are most interested in, the brochures that you request and any additional details of your travel plans which you voluntarily give to us. We may also collect details about the best time to contact you and any in-person appointments that you request as well as what prompted you to contact us and any other requests or comments that you may make.
We will use this information so that we can provide you with information that you have requested or contact you if you have indicated you want to hear from us. We also collect personal information from you when you make a booking through a travel agent or Responsible Travel, if that is how you come to us.
We have a legitimate interest to use your information in this way to make sure that we are able to help you find the right destination and start to plan the best holiday for you. Where we rely on our legitimate interests, we'll always ensure that your rights are protected.
If you book trips with us, we will ask you to provide certain details about your travel arrangements. This is likely to include details of your passports, emergency contacts, travel insurance arrangements, preferences and special requirements, frequent flier club membership, visa requirements, flights (if you arrange your own flights) and amounts (if any) to be contributed to offset the carbon for your flights through the Climate Care scheme. This will also include details of any other friends or family who are accompanying you as part of your booking.
We will use this information to help us organise your trip, make bookings on your behalf and ensure that you (and any other friends or family accompanying you) receive the products and services set out in your itinerary.
We collect this information so we can fulfil our contract with you and provide you with the quality of service we strive to provide.
Where you are a regular customer we may retain some of this personal information so that we can use it when you next book with us as we have a legitimate interest to improve our customer journey and ensure we look after our regular customers.
Websites, marketing and advertising
We may collect and use information from various sources in connection with the marketing and advertising of our services. This may include your contact details (and your marketing preferences) to contact you with certain marketing messages (e.g. marketing e-mails). We may also use data we collect from you (either directly or via our website or advertising) to help us to measure the effectiveness of our advertising and to establish what interests you and what doesn't.
We rely on your consent to contact you directly about our offering. In other scenarios in carrying out efficient and appropriate marketing and advertising for our services, we will rely on our legitimate interests, whilst always ensuring that your rights are protected. You can withdraw your consent or opt out of our direct marketing at any time through our marketing preference center or through the 'unsubscribe' option in any marketing email.
We may collect your contact details when you enter into competitions or promotions, or complete surveys.
We will rely on your consent or on our legitimate interests (depending on whether we are marketing or carrying out market research), whilst always ensuring that your rights are protected.
We may collect details about you, such as your user name, when you engage with us on social media (by mentioning or tagging us in a post or contacting us directly) this is so that we can respond to any comments and queries you have.
We rely on our legitimate interests to do this as we want to ensure our customers have the best possible experience, whilst always ensuring your rights are protected.
Administrative or other business purposes
We may also collect and use certain especially sensitive personal informationabout you, namely specific details of any relevant health conditions, disabilities, access requirements and special dietary requirements that you may have. We collect this information directly from you to try to ensure that your trip is appropriate for your needs and to try and keep you safe during any trip that you plan through us. We may need to ask for your explicit consent in order to process this information.
How we share personal information
In order to make sure that we run our business efficiently, and to make sure that you get the service that you expect, we will need to share your personal information, from time to time, as necessary, with the following third parties:
Selected trusted third party business partners (such as the local businesses we partner with in the locations our customers travel to) and service providers to perform services related to the contracts we enter into with you.
Prospective buyers of our business or assets, which may include your personal information.
Any other third parties if necessary to comply with legal obligations or enforce agreements, for example, we are required to provide airlines with a passenger mobile phone number and email contact details
Any other third parties if this is necessary to protect our or your rights, property, or safety and/or those of others.
We do not share your personal information with third parties for them to use for the purposes of sending you marketing information or for those third parties to use your information for their own purposes.
Automated decisions and profiling
We do not make automated decisions or profile you using your personal information.
Where we transfer and store personal information
From time to time we may process (or ask or permit a third party to process) your personal information outside of the European Economic Area (EEA) where local laws may not provide legal protection for your information in the same way as is applicable in the EEA.
For example, when you book a trip, we will need to provide your information to local accommodation or service providers. In other cases, we may need to share your information with an overseas service provider such as our local partners who host you during your safari experience, the provider of a cruise or experience train journey.
Whenever we send (or permit a third party to send) your personal data outside of the EEA, we will make sure that we take steps necessary to protect your data as required by applicable laws. For example, we may require the overseas recipient to enter into particular contract terms, or we will make sure that the information that we give to them will be limited to what is needed to perform our contract with you.
The personal data that we collect from you will also be processed by staff operating outside the EEA who work for us or for one of our suppliers. This includes staff involved in, among other things, providing support services.
Security of your personal information
We take the security of your information very seriously and have put physical, technical, operational and administrative strategies, controls and measures in place to help protect your personal information from unauthorised access, use or disclosure as required by law and in accordance with accepted good industry practice. We will always keep these under review to make sure that the measures we have implemented remain appropriate.
Retention of personal information
We will keep your personal information for limited and appropriate periods of time only and the applicable retention periods will always be linked to our purposes for processing your personal information. This means that the retention periods will vary according to the type of personal information. For example, some transaction information will be kept for a number of years in order to comply with various finance and tax related obligations.
Your rights in your personal information
You have certain rights in respect of the personal information that we hold about you. Details of these rights are set out below. To exercise any of these rights, please contact us firstname.lastname@example.org
(a) Access: We will confirm to you whether or not we are processing and using personal information about you, at your request and, if so, provide you with access to and a copy of such personal information and the other details to which you are entitled.
(b) Rectification: We will correct any inaccurate personal data and complete any incomplete personal data (including by providing a supplementary statement) that we hold about you.
(c) Prevention of processing likely to cause damage or distress: We will respect your rights to require us to cease or not to begin processing your personal information for a specific purpose, or in a specific way, that is likely to cause you or any third parties unwarranted damage or distress.
(d) Erasure: We will erase your personal information at your request without undue delay where there is no good reason for us to continue to use it.
(e) Restriction: We will restrict the processing of your personal information in certain circumstances, if you ask us to do so.
(f) Data portability: We will provide you or third parties on your behalf with a copy of any personal information that we hold about you which you have provided to us in a structured, commonly used and machine readable format.
(g) Objection (including objection to direct marketing): We will respect your general rights to object to the processing of your personal information in certain circumstances, including for direct marketing purposes.
(h) Automated decisions and profiling: We do not make automated decisions or profile you based on your data.
Changes to our policy
Contact and complaints
Your publicity material (including websites and brochures) must show your company name (or trading name notified to the CAA), your ATOL Number, the ATOL logo and one of the following statements depending on the products which are being made available.
"All the flights and flight-inclusive holidays [in this brochure] [on this website - as
appropriate] are financially protected by the ATOL scheme. When you pay you
will be supplied with an ATOL Certificate. Please ask for it and check to ensure
that everything you booked (flights, hotels and other services) is listed on it.
Please see our booking conditions for further information or for more
information about financial protection and the ATOL Certificate go to:
Your Financial Protection
When you buy an ATOL protected flight or flight inclusive holiday from us you
will receive an ATOL Certificate. This lists what is financially protected, where
you can get information on what this means for you and who to contact if things
“We, or the suppliers identified on your ATOL Certificate, will provide you with the
services listed on the ATOL Certificate (or a suitable alternative). In some cases,
where neither we nor the supplier are able to do so for reasons of insolvency, an
alternative ATOL holder may provide you with the services you have bought or a
suitable alternative (at no extra cost to you). You agree to accept that in those
circumstances the alternative ATOL holder will perform those obligations and you
agree to pay any money outstanding to be paid by you under your contract to that
alternative ATOL holder. However, you also agree that in some cases it will not be
possible to appoint an alternative ATOL holder, in which case you will be entitled to
make a claim under the ATOL scheme (or your credit card issuer where applicable).”
“If we, or the suppliers identified on your ATOL certificate, are unable to provide
the services listed (or a suitable alternative, through an alternative ATOL holder or
otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may
make a payment to (or confer a benefit on) you under the ATOL scheme. You
agree that in return for such a payment or benefit you assign absolutely to those
Trustees any claims which you have or may have arising out of or relating to the
non-provision of the services, including any claim against us, the travel agent (or
your credit card issuer where applicable). You also agree that any such claims may
be re-assigned to another body, if that other body has paid sums you have claimed
under the ATOL scheme.
If You Cancel Your Holiday
Deposits are non-refundable
121 days prior to date of departure or more = 25% of total holiday cost
120-91 days prior to date of departure = 50% of total holiday cost
90 days prior to date of departure = 100% of total holiday cost
Peace of mind
You maybe concerned about the protection of your flights and holiday payment. You will be pleased to know that we have safe guarded your interest by being bonded to the CAA. As a Tour Operator we do not need to be a member of ABTA. ATOL protects you from losing your money or being stranded abroad. ATOL Protection extends primarily to customers who book and pay in the United Kingdom.