The website Caledonian Travel Shop is a trading name of Caledonian Leisure Ltd (“Caledonian Leisure “, “we” or “us”) and we are a “data controller” for the purposes of the Data Protection Act 1998 and the General Data Protection Regulation (EU) 2016/679. This means that we are responsible for, and control the processing of, your personal information.

This privacy policy relates to your use of our website -

We take your privacy very seriously and we ask that you read this Policy carefully as it contains important information on:

• the personal information we collect about you;

• what we do with your information; and

• who your information might be shared with.

Information which we may collect

We collect personal information about you when you register an account with us, book with us, contact us or when you submit a response to an online questionnaire on our website.

We may collect the following personal information:

a) full name;

b) billing and shipping address;

c) email address; and

d) telephone numbers;

e) payment information

Who holds your personal information

Order & address details

Order data and any user data will be stored in a secure database and will be stored indefinitely unless requested by “you”. The site will be hosted on a high-performance dedicated web server.

Information stored will include:

a) full name;

b) postal address

c) delivery address if different to card holder

d) email address

e) telephone number

Card/payment information data is not stored on/within the website or our servers, payment information/details will be held in Stripe (a secure payment processing platform) The website provider will have no access to this information. Only specific Caledonian Leisure authorised personnel can access this information and necessary security measures are in place.

How we use your information

We will collect your personal information for the following purposes:

a) To identify you and manage any accounts you hold with us – we will use your information so we can store customer records that allow us to identify you when you request products from us.

b) To process, manage and deliver your purchase – we will use your information to fulfil the services you request or purchase from us.

c) To send you service and support communications – we will use your information to send you any communications relevant to the products and services purchased from us. This may include emails to confirm your order, customer service emails, and information about any changes to your order.

d) To personalise your customer experience – we use your information to provide you with a more personalised service.

e) to conduct research, statistical analysis and behavioural analysis – we may use your information to carry out research about engagement and interaction with our services and products. We may also ask you to participate in customer surveys and customer focus groups occasionally. We also may analyse the information we hold to profile our customer database.

f) To let you know about other products or services that may be of interest to you—see ‘Marketing’ section below;

g) Notify you of any changes to our website or to our services that may affect you – we will notify you of any changes that are relevant to the services and purchases you have with us, for example changes to online account settings, preference captures and policy updates.

h) Carry out security vetting – we will notify you of any changes that are relevant to the services and purchases you have with us, for example changes to online account settings, preference captures and policy updates.

l) Resolving complaints and dealing with any disputes – we will use your information to handle and resolve your complaints. We will store records of customer complaints and communications with you for our records.

What is our Legal Basis for using your personal information?

We only use your personal information where that is permitted by laws that protect your privacy rights. We will only use your personal information where:

a) we have your consent (if consent is needed);

b) we need to use the information for legal purposes;

c) we need to use the information to perform a contract with you;

d) it is fair to use the personal information either in our interests or someone else’s interests, where there is no disadvantage to you (what is known as a ‘legitimate interest’) – this can include where it is in our interests to market additional products or services to you.

How long we will keep your personal information

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Our approach to information security

To protect your information, Caledonian Leisure has policies and procedures in place to make sure that only authorised personnel can access personal information, that personal information is handled and stored in a secure and sensible manner and all systems that can access personal information have the necessary security measures in place. To accomplish this, all employees, contractors and sub-contractors have roles and responsibilities defined in those policies and procedures.

To make sure all employees, contractors and sub-contractors understand these responsibilities they are provided with the necessary training and resources they need.

In addition to these operational measures, we also use a range of technologies and security systems to reinforce the policies.

To make sure that these measures are suitable, vulnerability tests are run regularly. Audits to identify areas of weakness and non-compliance are routinely scheduled. Additionally, all areas of the organisation are constantly monitored and measured to identify problems and issues before they arise.

Your rights

To process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise this right.

The right to access information we hold about you

At any point you can contact us to request that the information we hold about you as well as why we have that information, who has access to the information and where we got the information. Once we have received your request, we will respond within 30 days.

The right to correct and update the information we hold about you

If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.

The right to have your information erased

If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we receive your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.

The right to object to processing of your data

You have the right to request that Caledonian Leisure Ltd stops processing your data. Upon receiving the request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to continue. If data is no longer processed, we may continue to hold your data to comply with your other rights.

The right to data portability

You have the right to request that we transfer your data to another controller. Once we have received your request, we will comply where it is feasible to do so.

Sharing your information

Where necessary to fulfil our obligations to you, Caledonian Leisure Limited may pass your details to third parties where this is necessary for the functioning of our product. These third parties include:

a) Members of the Caledonian Leisure Ltd – including Caledonian Travel, UK Breakaways, and Wallace Arnold Travel

b) Prospective buyers of our business or assets

c) Google- we work with third party company Google to automatically collect information including: IP address; MAC (Media Access Control) address; unique identifier or other persistent or non-persistent device identifier; device software platform and firmware, mobile phone carrier and geo location data to help us understand your use of our app such as how often you return, what parts of the app you visit, how you use the app and how long you spend on the app. This third party provider is prohibited from using our data for any other purposes. Go to to read Google Analytics Privacy Policy. We use the data we collect about your use of our website to analyse trends across the data set of all customers worldwide, and to enable us to offer a better service to you.

e) Fulfilment & Distribution Houses- we work with several companies who help fulfil our direct mailing and distribution requirements, who may have access to some of your personal data to enable them to fulfil the responsibilities they have with us.

f) External data management and development companies- we work with a number of external development and systems companies to operate our business and perform services related to the contracts we enter with you.

g) Card payment facilitators– we work with selected card payment facilitators who help us process customer payments and assist us in detecting and preventing fraudulent payments or bookings.

Please note – If you book one of our holidays through a third-party travel agent, certain personal data applicable to your booking, such as your name, date of birth or any special requirements will be passed to us to provide the services you have requested/booked.

Cookies and Tracking

Use of cookies

A cookie is a small text file which is placed onto your computer (or other electronic device) when you access our website. We use cookies on this website to:

a) recognise you whenever you visit this website (this speeds up your access to the website as you do not have to log in each time);

b) obtain information about your device, browsing preferences, online movements and use of the internet;

c) carry out research and statistical analysis to help improve our content, products and services and to help us better understand our customer requirements and interests;

d) target our marketing and advertising campaigns more effectively by providing interest-based advertisements that are personalised to your interests;

e) make your online experience more efficient and enjoyable;

f) identify if you have engaged with us on social media

g) website tracking purposes and,

h) Site management and security purposes such as troubleshooting and testing.

In most cases we will need your consent in order to use cookies on this website. The exception is where the cookie is essential in order for us to provide you with a product or service you have requested.


When contacted with an enquiry, Caledonian Leisure ltd will hold the name and contact details for the purposes of handling the enquiry.

The online forms are subject to the same cookies and tracking as the rest of the website (see the above section “Cookies and Tracking” for more information).

Calls made to us may be recorded to protect the interests of all parties. Call records are deleted after 18 months unless needed for ongoing actions.

Right to Complain

You can make a complaint to us by contacting us via email to or to the data protection supervisory authority – in the UK, this is the Information Commissioner’s Office, at

Contact details

If you have any queries about this privacy policy, need further information or wish to lodge a complaint you can use the details below to contact the relevant party.

Mark Williams – Data Protection Officer

Caledonian Leisure Ltd
Unit C
Millshaw Business Park
Global Avenue
LS11 8PR

[email protected]

Changes to this Privacy Policy

We may change this privacy policy from time to time. You should check this privacy policy occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.