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Ponteland Travel Services Ltd – Privacy Policy


Effective Date: 25 November 2025


This Privacy Statement sets out how Ponteland Travel Services Ltd complies with UK data protection laws. This applies to the entire website. Any changes to these policies will be notified to you on the website and will be included in the updated Privacy Statement.


You can access this Privacy Statement via our homepage and from the bottom of every page by clicking on the appropriate link.


Ponteland Travel Services Ltd, its subsidiaries, and affiliates are committed to respecting your privacy. We have structured our website so that, in general, you can visit us on the web without identifying yourself or revealing any personal information. Once you choose to provide us with any information by which you can be identified, you can be assured that it will only be used in accordance with this Privacy Statement.


For your protection, we are registered under the Data Protection Act 2018 and have given all appropriate notifications to the Information Commissioner’s Office (ICO).


1. About this Privacy Policy

This Privacy Policy, which may be updated from time to time, sets out the types of personal data that we collect and explains how and why we use your personal data. It explains when and why we share personal data within Ponteland Travel Services Ltd and with other organisations, and we also set out your rights when it comes to your personal data.


This Privacy Policy applies to you if you use our products and services or interact with us, both directly via our website, our online payment portal (“our Websites”), our social media accounts (“our Social Accounts”), or directly with our Travel Consultants.


Important Note for Lead Bookers: If you are the lead enquirer or booker, you are responsible for ensuring that the other members of your travelling party are aware of the content of this Privacy Policy and agree with you supplying their personal data to us to make a booking or other purchase on their behalf.


2. Personal Data We May Collect

Ponteland Travel Services Ltd is the Data Controller for the purposes of the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).


When you register for our services or enquire: When you sign up for marketing emails or request to be contacted by a Travel Consultant, or enquire about a holiday, we may collect:


  • Your personal details, including your name, postal and billing addresses, email addresses, phone numbers, and date of birth.
  • Your personal travel preferences (e.g., preferred airlines, seating, dietary requirements).
  • Information about your previous purchases if you have booked with Ponteland Travel Services Ltd before.
  • Depending on your method of communication, we may keep a record of your email or telephone call.


When you make a booking: When you place a booking with Ponteland Travel Services Ltd, either as a lead passenger, booker, passenger, or non-travelling payee, we may collect:


  • Your personal details (name, address, email, phone, date of birth).
  • Financial transaction information, including your debit or credit card information.
  • Travel-related information such as passport details, nationality, and visa eligibility.
  • Sensitive Personal Data: In some cases, to ensure your health and safety or to meet your specific needs (such as accessibility cabins on cruises or flight assistance), we may need to collect sensitive personal data concerning medical conditions, disabilities, and special requirements.


When you interact with us via promotions or surveys:


  • Personal data you provide (name, contact details) when entering competitions or surveys.
  • Feedback and contributions to customer questionnaires.
  • Details of the emails you open and links you click.


When you interact with us via social media:

  • Social media content such as imagery, video content, reviews, and social interactions.
  • For any content you submit, we may use, copy, modify, adapt, publish, or incorporate such content into marketing messaging for our social accounts, email marketing, and website.
  • We may use data from social media sources (such as Facebook advertising) to improve the effectiveness of our marketing communications.


When you use our website: We use data tracking software (‘Cookies’) which allows us to collect:

  • Information about your online browsing behaviour on our websites.
  • Information about devices used to access our Services (including make, model, operating system, IP address, and browser type).


3. How We Use Personal Data

We use personal data to effectively manage and improve the travel services we offer you, including:


  • Booking Management: Processing bookings so that we can manage the provision of services (flights, hotels, cruises) and assist with any amendments or refunds.
  • Service Improvement: Improving our online services and website functionality.
  • Safety & Security: Detection and prevention of fraud or other crimes to ensure you can safely use our services.
  • Personalisation: Providing a specialised and personalised service to meet your specific needs as a client. This includes providing you with marketing material relevant to your interests (e.g., luxury cruise offers), provided you have consented to this.
  • Communication: Contacting you by phone, email, or post to service your booking or query effectively.


4. Sharing Personal Data

We treat your data with strict confidentiality. However, in travel arrangements, we must share data to fulfil your booking:


  • Supplier Partners: We share personal data with airlines, hotels, cruise lines, transfer companies, and insurance providers. We only share the data required to enable them to provide their services.
  • Service Providers: We work with carefully selected providers who carry out functions on our behalf (e.g., technology services, payment processing). They must store and process your data securely and cannot use it for their own marketing.
  • Legal Obligations: We may share data if the law or a public authority requires it, or to establish/defend our legal rights (including fraud prevention).
  • Business Transfer: If we sell or transfer our business, the receiving organisation may use your personal data in the same way as us.


International Data Transfers: The personal data we collect from you may be transferred to, and stored at, a destination outside the United Kingdom or the European Economic Area (EEA). It may be processed by companies operating outside the UK/EEA who work for us or for one of our Service Providers (e.g., airlines, hoteliers, ground handling agents) so they can provide the arrangements you require.


Government Authorities: To travel overseas, we may be required to disclose certain elements of your personal data to government bodies in the UK and other countries, such as those responsible for immigration, border control, security, and anti-terrorism.


5. Protection of Personal Data

The protection and safeguarding of your personal data are paramount to us. We implement various security safeguards, including:


  • Regular reviews of our processes for collecting, storing, and processing your personal data.
  • Restricting access to your personal data to authorised users only.
  • Use of physical and digital security measures.


However, whilst we take appropriate technical and organisational measures to safeguard your personal data, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.


6. Marketing

We may send you exclusive news and offers about our products and services by email or occasionally by phone from your dedicated Travel Consultant. This will only occur if you have previously agreed to receive these communications or have engaged with us regarding a service.


You can change your marketing preferences at any time by contacting your Travel Consultant or writing to us at our Head Office. You may also opt out of market research.


7. Cookies and Technology

We use cookies and similar technologies (tags, pixels) to personalise and improve your customer experience. Cookies are small data files stored on your device that allow us to:


  • Improve the functionality and performance of our website.
  • Measure the effectiveness of our marketing communications.


You can use your browser settings to accept or reject new Cookies and to delete existing Cookies.


8. Your Rights

Under the Data Protection Act 2018 and the UK GDPR, you have the right to see the personal data we hold about you. This is called a Subject Access Request.


If you would like a copy of the personal data we hold about you, or would simply like to ask any questions about how we collect, store, and use personal data, please write to us at:


Ponteland Travel Services Ltd 316 Wingrove Road North, Newcastle upon Tyne, NE4 9ED


Or via email to: sales@pontelandtravel.com