Privacy notice
TRUSTED. UNIQUE. INSPIRING. At TUI we create unforgettable moments for our customers across the world and make their dreams come true. Looking after the personal data you share with us is an important part of this. We want you to be confident that your data is safe and secure with us, and understand how we use it to offer you a better and more unique and inspiring experience. See the TUI Group website for more information about us.
We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. Your privacy matters to us, so please do take the time to read our Privacy Notice which explains:
• What types of personal data we collect and why we collect it.
• When and how we may share personal data within the TUI Group and with other organisations.
• The choices you have, including how to access and update your personal data.
We have tried to keep this Notice as simple as possible, but if you are not familiar with terms such as data controller, special categories of personal data, then read about these and some others in Key terms.
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Personal data we collect
WHEN YOU REGISTER FOR ANY OF OUR SERVICES, YOU MAY PROVIDE US WITH:
• Your personal details, including your address, email address, phone number and date of birth.
• Your account login details, such as your username and the password you chose.WHEN YOU BROWSE OUR WEBSITES OR USE OUR MOBILE APPS, WE MAY COLLECT:
• Travel preferences.
• Information about your browsing behaviour on our websites and mobile apps.
• Information about when you click on one of our adverts, including those shown on other organisations’ websites.
• Information about the way you access our digital services, including operating system, IP address, online identifiers and browser details.
• Social preferences, interests and activities.WHEN YOU BUY OUR PRODUCTS IN OUR SHOPS OR ONLINE, WE MAY COLLECT:
• Passenger information, passport details, other ID document details.
• Insurance details.
• Relevant medical data and any special, dietary, religious or disability requests.
• Information about your purchases, including what you bought, when and where you bought it, how you paid for it and credit or other payment information.
• Information about your browsing behaviour on our websites and mobile apps.
• Information about when you click on one of our adverts, including those shown on other organisations’ websites.
• Information about the way you access our digital services, including operating system, IP address, online identifiers and browser details.
• Social preferences, interests and activities.
• Your preferences concerning the accommodation.
• Your questions / comments / requests in connection with your hotel stay.DURING YOUR STAY IN OUR HOTELS WE MAY COLLECT:
• Information about the traveller, passport data, other identification information
• Relevant medical data and any special, dietary requests or other food requirements due to religious reasons or reasons of physical impairment.
• Information about your purchases, such as what you purchased, when and where you purchased it, how you paid, and credit or other payment information.
• Information about reservations of services and activities (e.g. sports activities, table reservations, etc.).
• Data in connection with your questions / comments / complaints / wishes.
• If you arrive by personal car or motorbike, your license plate.
• Data necessary for childcare.
• Your IP address when using the hotel’s WiFi for the fulfilment of legal obligations and for the provision of the internet connection.WHEN YOU CONTACT US OR WE CONTACT YOU OR YOU TAKE PART IN PROMOTIONS, COMPETITIONS, SURVEYS OR QUESTIONNAIRES ABOUT OUR SERVICES, WE MAY COLLECT:
• Personal data you provide when you connect with us, including by email, post and phone or through social media, such as your name, username and contact details.
• Details of emails and other digital communications we send to you that you open, including any links in them that you click on.
• Your feedback and contributions to customer surveys and questionnaires.OTHER SOURCES OF PERSONAL DATA
• We may use personal data from other sources, such as specialist companies that supply information, retail partners and public registers.
• Your insurance company, their agents and medical staff may exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency.
• If you log-in using your social network credentials to connect to our platforms and online services e.g. Facebook, Google+ and Twitter, you will agree to share your user details with us. For example, your name, email address, date of birth, location and any other information you choose to share with us.
• We may use CCTV images, IP address and browser details collected in or in the immediate vicinity of our shops, premises, other buildings and cruise ships.PERSONAL DATA YOU PROVIDE ABOUT OTHER INDIVIDUALS
• We use personal data about other individuals provided by you, such as those people on your booking.
• By providing other people’s personal data, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data may be used by us.
We use your personal data in a variety of ways, as explained below.
TO PROVIDE THE PRODUCTS AND SERVICES YOU REQUEST
We need to process your personal data so that we can manage your account or booking, provide you with the products and services you want to buy and help you with any orders and refunds you may ask for.
TO MANAGE AND IMPROVE OUR PRODUCTS, SERVICES AND DAY-TO-DAY OPERATIONS
We use personal data to manage and improve our products, websites, mobile apps, customer loyalty or recognition programme(s) and other services.
We monitor how our services are used to help protect your personal data, detect and prevent fraud, other crimes and the misuse of services. This helps us to make sure that you can safely use our services.
We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.
We may use personal data to carry out market research and internal research and development, and to develop and improve our product range, services, shops, IT systems, security, know-how and the way we communicate with you.
We use CCTV images to help maintain the safety of anyone working in or visiting our shops, premises and other buildings, and for the prevention, detection and prosecution of criminal offences. We may also rely on the images to establish, exercise or defend our legal rights.
TO PERSONALISE YOUR EXPERIENCE
We want to ensure that marketing communications relating to our products and services, and those of our suppliers, retail partners and the TUI Group, including online advertising, are relevant to your interests.
To do this, we may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.
Looking at your browsing behaviour and purchases helps us to better understand you as a customer and it allows us to provide you with personalised offers and services.
We may also measure your responses to marketing communications relating to products and services we offer, which enables us to offer you products and services that better meet your needs as a customer.
If you do not want to receive a personalised service from us, you can change your preference online, over the phone or by writing (e.g. email) to us at any time. We will update our records as soon as we can.
TO MAKE CONTACT AND INTERACT WITH YOU
We want to serve you better as a customer so if you contact us, for example by email, post, and phone or via social media, we may use personal data to provide clarification or assistance to you.
We need to process your personal data so that we can manage any promotions and competitions you choose to enter, including those we run with our suppliers and retail partners. For example, if you win a prize.
We may invite you to take part in customer surveys, questionnaires and other market research activities carried out by the TUI Group and by other organisations on our behalf.
To help us to better understand you as a customer, and to be able to provide you with services and marketing communications (including online advertising relevant to your interests), we may combine the personal data we collect when you make purchases in-shop with personal data collected from our websites, mobile apps and other sources.
We do NOT sell your personal data to third parties.
When you book or register with us we will ask if you would like to receive marketing communications. You can change your marketing preferences by writing to us at any time: Email to info@tui.com or in writing to TUI AG, Karl-Wiechert-Allee 23, D-30625 Hannover. Of course, the choice is entirely yours, but if you say you do not want to receive marketing information from us this will prevent you from receiving great offers or promotions that may be of interest to you.
You may still receive service-related communications from us. For example, confirming bookings you make with us and providing important information about the use of our products or services.
Product recommendation by e-mail
As a customer of TUI Hotel Betriebsgesellschaft mbH, you will regularly receive product recommendations from us by e-mail. You will receive these product recommendations from us irrespective of whether you have subscribed to a newsletter or whether you have consented to marketing communication by e-mail. In this way, we want to send you information about products from our range that may be of interest to you based on your most recent purchases from us.
In doing so, we strictly comply with the legal requirements.
The product recommendations by e-mail are based on the legal basis of Art. 6(1)f) DS-GVO and are also permissible by e-mail for our customers within the framework of § 7 (3) UWG. For any use of your contact data for advertising purposes, we expressly draw your attention to your right to object, which you can exercise simply and unbureaucratically at any time. If you no longer wish to receive product recommendations from us by e-mail, you can object to this at any time; a text message to development@tui-blue.com is sufficient for this. Of course, you will find an unsubscribe link in every e-mail.
Detailed information on the data recorded in our questionnaires, in particular on anonymous evaluation, is explained in detail in the accompanying information. The legal basis here is Art. 6 (1) f) GDPR, as we have a vital interest in these evaluations and the improvements to our offer are based on them. If customer satisfaction surveys are sent to you by email, we either have your explicit advertising consent in accordance with Art. 6 (1) a) GDPR or may also address you as our customer within the scope of Section 7 (3) UWG by email . If you do not wish to receive our questionnaires, simply let us know by sending an email to info@tui.com.
In order to provide products or services requested by you we may share personal data with suppliers of your travel arrangements, including airlines, hotels and transport companies.
We also work with carefully selected suppliers that carry out certain functions on our behalf. For example, companies that help us with IT services, storing and combining data, marketing, market research, processing payments and delivering products and services.
We may need to share personal data to establish, exercise or defend our legal rights; this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk.
When we share personal data with other organisations we require them to keep it safe, and they must not use your personal data for their own marketing purposes.
We only share the minimum personal data that ena