Privacy is a crucial matter for everyone, and we prioritize it above all else. Equally important to us is maintaining transparency in all that we do.
We are dedicated to safeguarding the privacy of individuals whose personal data we handle. All personal data will be processed in compliance with applicable data protection laws, including:
The General Data Protection Regulation (EU Regulation 2016/679 - GDPR);
Italy's Codice in materia di protezione dei dati personali (Legislative Decree No. 196/2003, as amended by Legislative Decree No. 101/2018);
The ePrivacy Directive (Directive 2002/58/EC) and its implementation through national laws, including Italy’s regulations on electronic communications;
Any other applicable EU or national laws governing data protection and privacy.
We reserve the right to update or modify this privacy notice at any time to reflect changes in our practices, legal requirements, or other operational, regulatory, or technological developments. Any updates will be posted on our website with a clear indication of the effective date.
We encourage you to review this notice periodically to stay informed about how we are protecting your data.
How we collect your data
When you reach out to us regarding our services, whether online or by phone.
Request further details, such as brochures or newsletters.
Complete a survey or respond to a questionnaire.
Register a customer account with us.
Submit passenger information.
Take part in our recruitment processes.
Share feedback or engage with us through social media, email, or phone.
Address inquiries or respond to your requests.
File a complaint or raise a claim.
Data provided by other parties:
Booking details supplied by others making a reservation on your behalf, including group bookings.
Profiling information obtained from trusted third-party sources.
Updated address details provided by reliable third parties.
Marketing preferences you have shared.
Information from travel agents or similar organizations placing bookings on your behalf.
Data received from insurance companies in the event of an incident.
Providing your personal data to us is not mandatory. However, if you choose not to provide the required information, we may be unable to offer our services or address your inquiries effectively.
Personal Data We CollectWhen you register for our services, request information, purchase our products online or by phone, or, to a limited extent, browse our websites, we may process the following types of personal data:
Your full name, gender, and date of birth
Your full postal address and any updates to it
Contact details such as phone numbers, email address, and social media username (when contacted via social media)
Ravenalab Account login details, including your username and password
Ravenalab Account login details, including your username and password
Passport details, including nationality
Insurance information
Data related to your booking, including payment information
Information regarding any additional assistance needed, including dietary and disability requirements
Information about your purchases or registrations, including items purchased, brochures, and itineraries requested, and how the purchase or request was made
Geo-demographic information, such as your postcode, preferences, and interests
Marketing preferences
Information about other passengers included in your booking
Communications exchanged with us, including emails, letters, texts, phone calls, social media interactions, feedback, surveys, and questionnaires
Phone call recordings
Booking reference numbers
Health data, such as mobility and dietary requirements
Browsing behavior, preferences, and interactions with advertisements
IP address, browser type, and operating system
We use cookies to analyze how our sites are used, helping us enhance your overall online experience. For more information on how we use cookies, please refer to our Cookie Policy.
How is personal data used?We will process your personal data for the following purposes:
Manage your bookings and provide the requested services, including sharing data with suppliers and partners such as airlines, hotels, railways, shipping companies, and other service providers involved in your booking.
Send status updates and relevant service communications to you.
Ensure your safety and wellbeing during your travels with us.
Communicate with you about your account, transactions, and send information about our products and services.
Communicate with you regarding marketing activities, including competitions, and ensure the relevance of marketing, including online advertising, both for us and our partners. This includes email newsletters and sharing data with third-party providers of reader offers in publications, including newspapers and magazines.
Support management and administrative functions, including IT and data management services.
Analyze and improve the services we offer.
Enhance your customer experience by sharing your data with third parties to gather feedback on your journey, such as through customer surveys or questionnaires.
Comply with legal obligations and exercise or defend our legal rights.
Disclose and process your personal data when required by government authorities for immigration, border control, security, anti-terrorism purposes, or other designated needs at departure or destination points.
Undertake company administrative tasks, such as billing, accounting, auditing, and invoice processing.
Conduct surveys, questionnaires, and market research activities.
Share your personal data with social media platforms such as Facebook (Meta) and Google Ads, including using data for 'lookalike audience' tools. You can manage ad preferences through the platform's preference center (e.g., Facebook's help center).
Investigate complaints or allegations of abusive behavior during the use of our services towards other passengers or staff.
Manage and maintain the safety and security of our operations, including responding to accidents or incidents.
Profile our customers to better understand the average customer profile.
We will only handle your personal information if there is a legal justification, which can include:
Contractual obligations: To form and carry out contracts with you.
Legitimate interests: We use our legitimate interests to manage your data for:
Tailored marketing campaigns
Contests and giveaways
Collecting digital reviews (e.g., from Reevoo, Trustpilot, FeeFo)
Conducting various surveys, including post-purchase and follow-up calls
Recording calls and sharing these recordings when needed for legal or regulatory reasons
Mailing lists from other companies for marketing
Profiling for marketing and understanding typical customer patterns
Managing and cleaning data
Sending you vouchers, magazines, and holiday extension offers
Referring to tour managers, providing references, and keeping next of kin details
Monitoring our affiliate marketing efforts
Arranging hospitality events or marking special customer occasions, and sending communications after your initial booking
Mailing marketing materials and using soft opt-in for marketing, including tracking ad performance on social media like Facebook.
Audit purposes: For internal or external audits.
Compliance with law: To meet our legal responsibilities.
Consent: Based on your consent, which you can take back at any time.
Public tasks or official duties: When required for public interest activities or when exercising official authority.
Vital interests: For protecting your or another individual's essential interests.
If we need to handle sensitive personal data, like health-related information, we'll do so only if it's in line with data protection regulations.
How we share your personal dataWe might share your personal data with:
Our employees, officers, contractors, insurers, professional advisors, agents, suppliers, or subcontractors.
Government agencies and regulators, when necessary and in compliance with data protection laws.
We might also share your personal data in these situations:
If we merge or form a joint venture with another business, your data could be shared with the new partners or owners.
With our Data Protection Team and/or Legal Advisors.
With our auditors
In the event of an insurance claim, your data may be shared with our insurers.
When we are audited, your information might be shared with auditors.
To comply with legal and regulatory obligations.
To meet our contractual or other obligations to you.
With your consent.
As required by law.
Without your consent or legal obligation, we will not share, sell, or distribute your information.
How we protect your personal dataWe implement suitable security measures to safeguard your personal data against accidental or illegal destruction, loss, modification, unauthorized disclosure, or unauthorized access during transmission, storage, or any other form of processing.
For how long do we keep your data?We will keep your personal data only for the duration needed to fulfill the purposes described in this privacy notice, and not beyond what is required by legal, regulatory standards, or best practices. Once this period ends, we will securely delete the personal data or implement measures to anonymize it.
Rights of Data SubjectsYou are entitled to exercise various rights regarding your personal data under data protection laws. Here are your rights:
Right to Access Information: You can ask us to confirm if we're processing your personal data, provide you with a copy of this data, and offer details on how we handle it.
Right to Correction: Should your personal data be inaccurate or incomplete, you can request that we correct or update it.
Right to Erasure: You can ask us to delete your personal data if there's no valid reason for us to keep processing it.
Right to Restriction: You have the right to request that we limit or block the processing of your personal data if you believe it's inaccurate, you prefer blocking over deletion, or if we no longer need it for our original purpose but you require it for legal claims.
Right to Data Portability: You're allowed to get your personal data from us in a format that allows you to transfer it to another service or organization, or ask us to do this for you.
Right to Object: You can object to us processing your personal data based on our business interests, unless we can show that our interests outweigh your rights or we need it for legal reasons.
Right Against Automated Decision-Making: You have the right not to be subject to decisions made solely by automated means, including profiling, if these decisions have legal or similarly significant impacts on you.
If you want to exercise any of these rights, please refer to the section 'Further Information, Queries and Complaints' for contact details.
Further information, queries and complaintsIf you would like to make a request, please email or write to:
- By Post: Address your letter to our Data Protection Lead at: Ravenalab Corso Ettore Archinti, 52, 26900 Lodi LO, Italy
- By email: [email protected]
For your security, we might need you to confirm your identity before we proceed with your request or complaint.
We strive to address all concerns and complaints effectively. However, if you're not satisfied with our response, you have the option to lodge a complaint with the appropriate national supervisory authority.