A. Data Protection and Privacy Policy February
2004 for the lastminute.com site
- Please find below our privacy policy for the lastminute.com site which shall
be deemed to be incorporated into these terms and conditions. We are
Last Minute Network Limited (trading as 'lastminute.com') and our registered
address is 39 Victoria Street, London, SW1E 6JP. lastminute.com takes the privacy
of its customers data very seriously. Please read the following policy
to understand how we will treat your personal data after it has been
collected by us through your use of one of our distribution channels.
Those distribution channels will include our website, our WAP, PDA and
digital TV services our Interactive Voice Recognition software and other
channels as they evolve. If this policy changes then we will let you
know via our homepage but we assure you that we only use your data as
specified here and for our legitimate business reasons.
- When do we collect data?
We can collect data on you from a variety of different sources these
include.
1. When you purchase products or services from the site or via any of
our other distribution channels.
2. When you become a subscriber;
3. When you speak to our customer services personnel;
4. Via explicit data capture measures, for example by entering competitions
and completing surveys;
5. Via implicit data capture measures such as studying which pages you
read the most and the use of cookies.
In any of the above cases the data we collect could be personal data.
- What do we do with your personal information?
When you buy anything via the site or give us any personal data as indicated
above , we may need to collect information about you to process the
transaction, fulfill your order and provide you with the services you
expect then and in the future. This information may include, but is
not limited to, details such as your name, your address, your phone
number and your credit card details.
- Unless we have your express consent we will only disclose personal
data to third parties if this is required for the purpose of completing
your transaction with us. This is of course subject to the proviso that
we may disclose your data to certain permitted third parties, such as
members of our own group, our own professional advisers who are bound
by confidentiality codes, and when we are legally obliged to disclose
your data.
- By becoming a subscriber you consent to receive from us by e-mail
our e-newsletter and details of other special offers which we may think
may be of interest to you.
- By subscribing to our 'lastminute.com on the move' SMS services you
consent to receive from us by SMS. MMS, EMS or voice-message our m-newsletter
and details of other special offers which we may think may be of interest
to you.
- lastminute.com retains and uses your personal information to provide you
with the best remote commerce (including electronic and mobile commerce)
experience by providing you with a personalised service and to give
you details of offers which we think will be of interest to you. We
may also use the information to process any transactions you undertake
with us and for internal administration and analysis. For quality assurance
and training reasons we record most of the calls you make to us.
- We do not sell, rent or trade your personal information to third parties
for marketing purposes without your express consent.
- For any of the above purposes we may send your information internationally
including to countries outside the EEA. Some of these jurisdictions
offer differing levels of protection of personal information, not all
of which may be as high as the UK.
- Beginning 1 January 2004, the personal information that you submit
to us through the lastminute.com auction site will be collected, stored
and processed at our third party service provider's data centre in the
Canada. Canada has data protection laws that are as stringent as those
in the UK.
- By becoming a lastminute.com auction customer you consent to the collection,
storage and processing of your personal information in Canada.
- Cookies
Each web site owned and operated by the lastminute.com group uses cookies.
A cookie is a small text file of which there are three types:
Session cookies: These are used to maintain something called session
state. If you consider your journey through the site to be a conversation
with us and this cookie just reminds the site where we were in that
conversation (for instance if at some point in the conversation you
asked us to add a hotel to your basket, next time you click on the basket
it is still there). These are required for the site to function but
are not used in any way to identify you personally.
Permanent cookies: These store a few numbers on your hard drive.
You can view them by looking in the cookies directory of your browser
installation if you are interested. They last for a long time and each
time you come to our site you send us a copy of them. We use them to
identify you between visits. For instance if you were looking at hotels
in London last time you were on the site and we have a great hotel deal
we may use this cookie to recognise you and show you our great deal.
They are not required for the site to work but may enhance your experience.
We do not store any personal data in these cookies, just a unique number
that identifies you to us.
Third Party Cookies: You may have noticed that we carry advertising
from third parties on our site. Occasionally they may send you a cookie.
We have no control over these.
Although you cannot block "session" cookies as they are required
for our site to function correctly you can configure your internet browser
so that it can reject both "permanent" and "third party"
cookies. How you do this will depend upon the internet browser you use
(for example, Internet Explorer 5, Netscape 4 or Opera etc) and it is
therefore impractical for us to detail here how you can reject those
cookies. Please refer to the relevant internet browser manufacturer's
website where you should be able to receive all the information you
need."
- Third Party Advertising
The ads appearing on this Web site are delivered to you, on our behalf,
by our Web advertising partner. Information about your visit to this
site, such as number of times you have viewed an ad (but not your name,
address, or any other personal information), is used to serve ads.
To opt out of third party advertising, visit the doubleclick
website.
- Data
In the UK we operate and are registered in accordance with applicable
data protection legislation.
- Consent
By disclosing your personal information to us using this website or
over the telephone, you consent to the collection, storage and processing
of your personal information by lastminute.com in the manner set out in this
Privacy Policy. Some information and e-mails sent to lastminute.com may be
used as testimonials but no e-mail address or contact details will be
displayed.
- Opt-Out Policy
lastminute.com Newsletter subscribers have the option to opt-out of receiving
further information from us. Click here to unsubscribe.
- Change/Modify Details
To change your e-mail address details, send an e-mail with your correct
details to: travel@lastminute.com
If you need to Modify or Change your personal details after you have
made a purchase on the site please contact us as soon as possible.
- Contact
If you have any questions or concerns about the information we hold
about you, you can also contact
us.
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B.
Flights
This service is operated
on behalf of BAA plc by Lastminute Network Limited
(i) Regular Flights
- When you purchase a flight from lastminute.com you are using a service provided
by Globepost Limited, a company which is a member of the lastminute.com limited
group.
- Globepost Limited is registered in England and Wales with registered
number 01700807. Its registered address is 39 Victoria Street, London,
SW1E 6JP.
- Generally, the more flexible the ticket the more expensive it is likely
to be and you need to take various points into consideration before
deciding between the fares on offer.
- Bookings made online through our secure server are bonded by Globepost
Limited under their Air Travel Organisers Licence (ATOL) 2897.
- To help you, below are Globepost Limited's general booking conditions.
Please read them carefully.
- Contract
Any booking made or order placed by you, whether through the lastminute.com
website or otherwise, shall be deemed an offer by you to purchase the
relevant items subject to these booking conditions. Note that Globepost
Limited are selling the tickets as agents for the airlines, which means
the contract for the flight product will be between you and the airline.
Please note that for each ticket there are additional terms which
are specific to that fare. They may, for example, state that the ticket
is non-cancellable or non - refundable, and have other information relating
to itinerary and refunds. You must read the FLIGHT RULES for each ticket.
You can find the relevant FLIGHT RULES on the lastminute.com website when you
progress through the purchase path.
You are responsible for complying with any airline's terms in relation
to check-in times, reconfirmation of flights or other matters. In relation
to flight tickets, you are required to use all flight coupons in order
of sequence. If this requirement is not met the airline may void the
ticket.
A contract arises between you and the airline when we send you a confirmation
e-mail on behalf of Globepost Limited confirming that they have accepted
your booking.
- Fares
All fares are quoted exclusive of taxes, plus the tax amount and then
a total. These are added together to form your final quotation. Fares
are subject to change without prior notice and are only guaranteed when
following confirmation of the contract.
- Reservations
In the vast majority of cases Globepost becomes aware of the availability
of flights tickets for sale because it connects to large databases operated
by third parties, which contain that availability. These databases are
commonly called General Distribution Systems (GDS) or Central Reservation
Systems (CRS), and it is through these GDS/CRS that Globepost purchases
the relevant ticket.
Be aware that certain airlines do not maintain "real time"
seat availability in the GDS/CRS. Whilst every effort is made to reflect
the true situation, instances may occur when airlines cancel sales.
Globepost Limited will advise you within 48 hours if this is the case
and will do all they can to reinstate your booking.
Further, there are a tiny number of airlines which participate in
the GDS/CRS, but do not participate in the UK Ticketing plan. In the
unlikely event that you purchase tickets from an airline that does
not participate in the UK Ticketing Plan, Globepost will be unable
to issue the relevant tickets, and will have to terminate the reservation.
In either instance we will not be liable for any additional costs
incurred in having to purchase new tickets at a higher fare. Payment
for tickets will of course be refunded to you if the reservation is
terminated by the airline or us.
- Tickets
If it is not possible to get your flight tickets to you (eg because
your travel date is imminent) we may insist that you have an "e-ticket"
generated. This means that you will have to pick up your ticket at your
point of departure. Don't worry, Globepost will make sure you know exactly
where to pick up your tickets.
- Flight Reconfirmation
All onward , outward and return flights must be reconfirmed with the
relevant airlines at least 72 hours prior to the commencement of that
leg of the journey. Globepost Limited accepts no responsibility for
bookings cancelled due to non-compliance with rules set by that particular
airline. Globepost also take no responsibility for any flight rescheduling
en route.
In the event of a schedule change it is not always necessary to have
your tickets revalidated, however in the event that this is necessary
we will inform you in due course and issue new tickets for you to use
on your journey.
- Passports/Visas/Health Requirements
Globepost and lastminute.com are very happy to inform you of current documentation
requirements if you so require. It is incumbent upon you to ensure that
you meet the passport, visa, health requirements of the countries you
wish to visit and those that you transit (even if it is for a plane
change). Many countries require that your passport should be valid for
a period of (a minimum) six months from the date of arrival into that
country. Neither Globepost nor lastminute.com accept any responsibility if
you should be denied boarding or deported due to non-fulfilment of the
above.
- Insurance
Globepost strongly urges you to carry appropriate travel insurance to
cover you for cancellation, health, baggage etc.
- Airline regulations/conditions of carriage
Please note that in all transactions Globepost acts as agents of the
airlines you have chosen to book on. Please read your ticket wallet
for their conditions of carriage.
- Cancellation / Amendments
If you need to change or cancel your travel plans, it is your responsibility
to notify Globepost in writing of such request. Some tickets are non-refundable,
but can be applied (for a limited time) toward future travel, less any
applicable penalties. Some tickets do not allow changes.
Globepost applies an administration fee of £45 per person for
any modifications, changes or cancellations to fares. This will be regardless
of the price or face value of the fare.
In addition to the Globepost charges, most airlines also have a penalty
or cancellation fee for any changes or cancellations to fares. Please
ensure you read the FLIGHT RULES for the fare selected as airline charges
are notified in those rules depending on whether you wish to cancel
or change your flight. If you are holding a booking for which a ticket
has been arranged and you do not notify us in writing of your desire
to cancel, this will be treated as a "no show" and could result
in you losing all that you paid.
- Refunds
If you want to cancel your journey it is important that you notify us
in writing with utmost urgency. This enables us to cancel your reservation
with the airline. If you already have your ticket please submit it to
us. Tickets must be sent to:
Returns
PO Box 866
Crawley
RH10 1UD
On receipt of the ticket we will send you an acknowledgement that we
have received it. Those tickets which are refundable or cancelled by
us will be processed and refunded back to your credit card in approximately
16 weeks from our receipt of the ticket. Some tickets may need to be
submitted to the airline for the cancellation and/or refund to be authorized.
In this event your refund request may take longer, but we will advise
you in our acknowledgement of the expected turnaround period. Please
note that most airlines do not refund on part used tickets. Tickets
which are returned more than 1 year from date of issue are classified
as expired tickets and must be submitted to the airline for their authority
to refund.
- Lost Tickets
If you lose your tickets, it may be possible to re-issue them for
a fee. The amount payable will depend on the circumstances of the loss
and how close to the travel date you discover it. However, not all tickets
can be re-issued; which is another good reason for ensuring you have
sufficient insurance cover. Tickets will be dispatched to you in accordance
with your instructions and we accept no responsibility for their delivery.
Lost tickets which cannot be re-issued are refunded at the sole discretion
of the airline, these refunds can take up to one year to be authorized.
- Liability
As Globepost acts as agent this will mean that it will have no contractual
liability to you in respect of the flight product. However, it may still
be liable to you if it has been negligent, it has misrepresented important
information or has been in breach of any other relevant law.
- Unreasonable behaviour
If in the reasonable opinion of a person acting in authority you
are not fit to travel, he or she may refuse to let you board the aircraft.
Normally this happens if such person thinks you are likely to disturb
or harm other passengers. In this case your contract with Globepost
will end immediately and we will no longer be responsible for you.
- Globepost Limited Data Protection and Privacy Policy
(a) What do we do with your personal information?
When you buy anything via the site or give us any personal data as indicated
above , we may need to collect information about you to process the
transaction, fulfil your order and provide you with the services you
expect then and in the future. This information may include, but is
not limited to, details such as your name, your address, your phone
number and your credit card details.
Unless we have your express consent we will only disclose personal data
to third parties if this is required for the purpose of completing your
transaction with us. This is of course subject to the proviso that we
may disclose your data to certain permitted third parties, such as members
of our own group, our own professional advisers who are bound by confidentiality
codes, and when we are legally obliged to disclose your data.
By becoming a subscriber you consent to receive from us by e-mail our
e-newsletter and details of other special offers which we may think
may be of interest to you.
By subscribing to our 'lastminute.com onthemove' SMS services you consent to
receive from us by SMS. MMS, EMS or voice-message our m-newsletter and
details of other special offers which we may think may be of interest
to you.
Globepost retains and uses your personal information to provide you
with the best remote commerce (including electronic and mobile commerce)
experience by providing you with a personalised service and to give
you details of offers which we think will be of interest to you. We
may also use the information to process any transactions you undertake
with us and for internal administration and analysis. For quality assurance
and training reasons we record most of the calls you make to us.
We do not sell, rent or trade your personal information to third parties
for marketing purposes without your express consent.
For any of the above purposes we may send your information internationally
including to countries outside the EEA. Some of these jurisdictions
offer differing levels of protection of personal information, not all
of which may be as high as the UK.
(b) Cookies
Each web site owned and operated by the lastminute.com group, including Globepost,
uses cookies. A cookie is a small text file of which there are three
types:
Session cookies: These are used to maintain something called session
state. If you consider your journey through the site to be a conversation
with us and this cookie just reminds the site where we were in that
conversation (for instance if at some point in the conversation you
asked us to add a hotel to your basket, next time you click on the basket
it is still there). These are required for the site to function but
are not used in any way to identify you personally.
Permanent cookies: These store a few numbers on your hard drive.
You can view them by looking in the cookies directory of your browser
installation if you are interested. They last for a long time and each
time you come to our site you send us a copy of them. We use them to
identify you between visits. For instance if you were looking at hotels
in London last time you were on the site and we have a great hotel deal
we may use this cookie to recognise you and show you our great deal.
They are not required for the site to work but may enhance your experience.
We do not store any personal data in these cookies, just a unique number
that identifies you to us.
Third Party Cookies. You may have noticed that we carry advertising
from third parties on our site. Occasionally they may send you a cookie.
We have no control over these.
Although you cannot block "session" cookies as they are required
for our site to function correctly you can configure your internet browser
so that it can reject both "permanent" and "third party"
cookies. How you do this will depend upon the internet browser you use
(for example, Internet Explorer 5, Netscape 4 or Opera etc) and it is
therefore impractical for us to detail here how you can reject those
cookies. Please refer to the relevant internet browser manufacturer's
website where you should be able to receive all the information you
need."
Third Party Advertising
The ads appearing on this Web site are delivered to you, on our behalf,
by our Web advertising partner. Information about your visit to this
site, such as number of times you have viewed an ad (but not your name,
address, or any other personal information), is used to serve ads.
(c) Data
In the UK we operate and are registered in accordance with applicable
data protection legislation.
(d) Consent
By disclosing your personal information to us using this website or
over the telephone, you consent to the collection, storage and processing
of your personal information by Globepost in the manner set out in this
Privacy Policy. Some information and e-mails sent to Globepost may be
used as testimonials but no e-mail address or contact details will be
displayed.
(e) Opt-Out Policy
Globepost Newsletter subscribers have the option to opt-out of receiving
further information from us. Click
here to unsubscribe.
(f) Change/Modify Details
To change your e-mail address details please use the "My account"
link onthe top of any lastminute.com page.
If you need to Modify or Change your personal details after you have
made a purchase on the site please contact
us as soon as possible using the Purchase
history contact forms.
(g) Contact
If you have any questions or concerns about the information we hold
about you, you can also contact
us.
(ii) Charter Flights
- In the sale of charter flights Globepost Limited (part of the lastminute.com
plc group) acts as agent for various third party suppliers. The contract
for the charter flight will be between you and the relevant supplier
and you will be subject to their terms and conditions.
- In addition as we incur cost in administrating cancellations and modifications,
if you ask us to administer any relevant cancellation and/or amendment
on your behalf we will charge an administration fee of £45. Please
be aware that this fee will be in addition to any charge you may have
to pay the supplier.
(iii) No Frills Flights
Note: the service we provide for you in respect of the purchase of
standalone (ie not part of a package holiday) no frills flights (eg
from BMI Baby etc) is a different service than the service we provide
for the sale of other airline tickets. These special terms apply to
that service:
1. In the sale of stand alone no frills flights (eg from BMI Baby
etc) we will search the relevant no frills database, and then, if
you choose to buy, will purchase the flight seats on your behalf directly
from the airline. We will receive an itinerary/confirmation email
from the no frills airline which we will forward directly to you by
email. This service is provided by our Flights subsidiary company
Globepost Limited.
2. If you have any query in respect of the flight, please contact
our customer services who will approach the relevant airline on your
behalf. We will, of course, use our best endeavours to ensure that
all of your requests are complied with, however, if the no frills
airline imposes any fee or charge on us to effect these changes, we
reserve the right to pass on the charge to you.
3. You will be subject to the terms and conditions of the relevant
no frills flights which will be deemed to be incorporated into this
contract. They can be accessed from the relevant no frills website.
4. Remember if you purchase the no frills flight through our dynamic
packaging technology to create a holiday package, your holiday will
be governed, not by these terms, but by our dynamically packaged holiday
terms and conditions below.
C. Package Holidays and other holiday related
products ("Holiday Products") and package holidays which you
package yourself
- When you purchase a Holiday Product please remember that, in addition
to these terms, you will be subject to the terms and conditions of the
third party supplier, such a supplier could include a tour operator
or an airline. Please contact our Customer Services who will be able
to provide those terms and conditions to you.
- Where the supplier of the Holiday Product allows you to cancel or
modify a Holiday Product or service you must contact lastminute.com in writing
of such a request. Unless we receive such a written request lastminute.com
will be unable to effect that request. Please note that because the
contract for the Holiday Product is between you and the supplier, lastminute.com
have no discretion in deciding whether the Holiday Product can be cancelled
or modified.
- Any visa, passport and inoculation requirements are your responsibility
and failure to obtain the relevant documentation is not the responsibility
of lastminute.com.
- Please note, some of our Holiday Products are sold "subject to
availability" what this means is that we do not confirm your order
immediately (your first confirmation e-mail will just be an acknowledgment
of order) but we will pass your details onto our suppliers who will
check to see if the Holiday Product is available, if it is they will
book it for you, if its not they will revert to you directly. Please
see the 'More Info' text for each "subject to availability"
Holiday Product for more details"
- If it is not possible to get tickets for Holiday Products to you (eg
because your travel date is imminent) we may insist that you have an
"e-ticket" generated. This means that you will have to pick
up your ticket at your point of departure. Don't worry, we will make
sure you know exactly where to pick up your tickets.
- When you create your own package holiday (for example when you package together two or more of a flight, hotel, car hire and/or a tour or excursion) on the website your contract will be with LM Travel Services Limited. LM Travel Services Limited holds an Air Travel Organiser's Licence (ATOL 3970) for your financial security and are members of ABTA (E7760). The terms and conditions which govern that contract can be found during the purchase path for such a dynamically packaged holiday and here. For full terms and conditions, click on the packaging terms and conditions.
D. Hotels
- Hotel Cancellations / Amendments
In the event that you would like to cancel or amend your hotel booking,
it is your responsibility to notify lastminute.com verbally or in writing
at least 48 hours prior to arrival date.
lastminute.com applies an administration charge fee of £20 per booking
for any modifications, changes or cancellations to your reservation.
This will be regardless of price of your reservation.
In addition to the lastminute.com charges, most hotels may also have a penalty
or cancellation fee for any changes or cancellations to reservations.
This can be calculated from the date of amendment / cancellation to
the date of arrival, alternatively one set fee. Customer Services
will advise you if you decide to proceed with the changes.
Please note the Top Secret hotels are special rates which are non-changeable and non-refundable.
- All hotel discounts advertised are based on the discounts from the
full "rack rate" including VAT and are correct at the time
the offers are first advertised on any Channel. However, please note
that some hotels in other countries may also charge local or other taxes,
which may not be included in the offer.
- "Rack rate" is the rate published by a hotel which is the
maximum it will charge for any room.
- If you wish to cancel your hotel room, please contact
us through our Purchase
history contact forms. In the event of cancellation for whatever
reason you shall be liable to pay lastminute.com an administration fee
of £20. This could be in addition to any cancellation charge any
hotel may impose.
- Prices stated are on per room, per night basis and include VAT unless
otherwise stated.
- Please be aware that the hotel room photos are only a depiction of
the type of rooms on offer and may not represent the actual room described.
- Unless otherwise stated, breakfast, lunch and dinner are not included.
- Star ratings may differ according to the country where the hotel is
located and are out of the control of lastminute.com. Therefore lastminute.com cannot
be held responsible for any misconceptions relating to star ratings.
- Please note foreign hotel room advertisements displayed on the UK
website of lastminute.com may have room rates identified in both GBP sterling
as well as the local currency, or any other currency as requested by
the specific hotel supplier. Unless stated otherwise, at the time of
final payment, the room rate you will be charged by the hotel shall
be as expressed in the local currency (or in any other currency as determined
by the hotel) and not in GBP sterling. Please be aware any subsequent
conversion of the local currency to GBP sterling by the hotel on your
behalf may differ from the GBP sterling room rate advertised on the
UK website of lastminute.com.
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