Privacy Policy

Welcome to Fastrack VIP Limited. All of us here at Fastrack VIP are committed to protecting your privacy and personal information. This privacy policy explains what personal data we collect about you, how and why we use it, and how we protect your privacy when you visit our websites. This includes any information you may provide when you enquire about / purchase a service.

Please note: Our website is not intended for use by children, we do not collect data relating to children.

1. Who is responsible for your data

For the purpose of Data Protection laws, Fastrack VIP Limited are the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).

We have appointed a manager who oversees privacy related matters on behalf of Fastrack VIP Limited. If you have any questions about this privacy notice, including any requests to exercise your legal rights please contact the Data Privacy Manger using the details set out below.

Contact Details:

Our full details are:

• Full name of legal entity: Fastrack VIP Limited
• Email address: enquiries@fastrackvip.com
• Postal address: Suite 7 Millbrook Business Centre | Floats Road | Manchester |United Kingdom | M23 9YJ

2. What types of information do we collect about you

•  Details about you: Your name, email address, address, telephone number and your payment details (we do not store card details).
• Travel details: Your travel details, including details of your travel itinerary, where you’re flying from and to any onward travel arrangements. Details of any special assistance you might require at the airport and any other relevant information that enables us to provide you with the services that you`ve arranged with us.
• Identification documents/information : Where necessary we will also collect your passport and other travel authorisation documents in order to allow us to process your reservation.
• Financial information. Your payment details, which may include billing addresses, credit/debit card details or bank details.
• Booking history: Details of bookings you have previously made with us.
• Booking Reference: To allow us to identify your booking in order to manage any changes to it.
• Your use of our systems and services. Details of the way in which you use our website, contact centre, and/or social media pages.

3. How do we collect your personal information

Most of the personal information that we process about you comes from you, this may be when you contact us via our Operations Service Centre either by email, or telephone, by filling in forms on our websites, or via other communication methods including via social media.

Other information is gathered during your use of our websites, for example IP addresses or information obtained via cookies,  and when you ‘follow’, ‘like’, post to, or interact with our social media accounts.

This includes information you may provide, but is not limited to the following activities;

• Enquire about our services / product.
• Purchase a service / product.
• Register or open a trade account.
• Browse our websites.
• Enter a competition.
• Provide answers to a promotion or survey.
• Report a fault or problem with our website.
• Register and consent to receive marketing information.
• Provide feedback.
• Make a complaint directly or indirectly via a third party.
• Register to create a user name and password – if using our trade platform.

We may automatically collect certain data from you as you use our websites by using cookies and similar technologies. Please see our cookie policy details (section 21) for more details about this.

We also receive personal information indirectly from various third parties, from the following sources in the following scenarios:

A third party making a reservation or enquiry about our services on your behalf. We will receive personal information in the form of booking details where, for instance, a family member or friend, travel agent or employer makes a reservation for our services.

Service providers:

• our website developer / IT support provider.
• analytics providers such as Google.
• advertising networks including Twitter, Facebook, Instagram and search information providers LinkedIn.
• payment services provider.

We may also receive data from publicly availably sources such as Companies House.

4. Sensitive Information

We do not collect any Sensitive Information about you. Sensitive information refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic data. We do not collect any information about criminal convictions and offences.

5. What if I don’t provide personal information

Where we are required to collect personal information by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, provide a meet and assist service). If you don’t provide us with the requested data, we may have to cancel a product or service you have requested but if we do, we will notify you at the time.

6. How we use your personal information

We will use your information to provide you with any services that you request or purchase from us.

The processing of your personal information is necessary to perform a contract with you (i.e. the contract for the sale and purchase a meet and assist service), or to take steps requested by you before entering into this contract, (i.e. provide a quotation).

We will also use your information to send you any important communication relevant to the services or products you’ve requested or purchased from us and in order to fulfil our contractual obligations.

We may store information about your travel history and your preferences to understand your needs and to provide you with a better service.

We do not carry out automated decision making or any type of automated profiling.

We may process your personal data without your knowledge or consent where this is required or permitted by law.

We will use the information that you have given us :

• To provide a quotation for our services.
• To make a reservation.
• To communicate with you via email, telephone and send SMS messages in order to provide updates and details relating to your query or reservation(i.e. for example greeter meeting instructions).
• In order to facilitate the making and receiving of payments.
• Assist in answering customer complaints and queries (on the basis of performing our contract with you or on the basis of our legitimate interests to provide you with customer service).
• Create a user account to access our trade platform.
• To respond to Subject Access Requests.
• To protect against, investigate, and deter fraudulent, unauthorised, or illegal activity, including identity fraud, terrorism and other types of unlawful conduct (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so);
• To comply with our legal obligations, policies and procedures, and our legal obligations (for example adhering to court orders).
• To enforce our legal rights / protect the rights, property and safety of employees, customers and others.
• Sharing your information with our lawyers, technical advisors, law enforcement and other regulatory bodies where necessary.

7. What are the lawful grounds for processing your personal information

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are for the purposes detailed in section 6, either:

• With your consent (You are able to remove your consent at any time.)
• For the performance of your contract with us and the provision of our contract with you.
• To comply with a legal obligation.
• We have a vital interest.
• For our legitimate interests
• To protect your or another person’s life;
• For establishing, exercising or defending legal claims; or
• For reasons of substantial public interest.

We may process the following categories of personal information about you, please note that we may process your personal information for more than one lawful ground depending on the specific purpose for which we are using your data:

Glossary:

Legitimate Interest:
This means the interest of our business in conducting and managing our business to enable us to give you the best possible service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests.
We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us enquiries@fastrackvip.com

Performance of Contract
This means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

8.  Who do we share your information with

 In connection with the purposes and on the lawful grounds described in section 6 and 7 we share your personal information with the following third parties:

• Third party providers, subcontractors and suppliers that we work with. We use  third party providers, subcontractors and suppliers to carry out our airport services. We share your essential information with third party providers, subcontractors and suppliers that provide us with services in connection with our business and the provision of our services to you.  In general this includes your name, contact telephone number and travel itinerary.
• Immigration / border control agencies in certain countries require us to provide certain information such as your name and passport details as a condition of the service. This data may be shared with our third party providers, subcontractors and suppliers in order to facilitate the required service and is typically related to VVIP Elite Services where immigration services are performed in a private terminal.
• Travel agents, tour operators or other third parties making a reservation or enquiry about our services on your behalf.
• Service providers who provide IT and system support / administration services.
• Law enforcement agencies and other organisations involved in fraud prevention and detection (such as third party fraud management solution providers, banks and financial institutions) in order to identify potentially fraudulent reservations or financial transactions.
• Our US based payment provider (STRIPE) whom are PCI DSS Level 1 accredited and may interrogate your payment data. Your payment data is used only for the transaction and your data is not retained any longer than is required for payment processing, fraud detection/prevention and auditing.
• Prospective sellers and buyers of our business. We may share your information with prospective sellers or buyers of such business or assets, only in the event that we decide to sell or buy any business or assets.
• Any other third parties (including legal, accountants or other advisors, regulatory authorities, courts and government agencies) where required by law or necessary to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law.

9.  Where is your information

We are based within the  United Kingdom however, in certain circumstances, information that we collect about you will, during our relationship, be sent to and held by third party providers, subcontractors and suppliers that we work with in countries based outside of the UK, or have servers based outside of the UK.

We will take all steps necessary to ensure that your data is adequately protected and used in accordance with this Privacy Policy,

10.  How we look after your information

To ensure that your information is securely stored we have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation.

We use different technical and operational security measures to protect your information against unauthorised access or unlawful use, including:

• Ensuring the physical security of our offices through key and pass code entry restricted to authorised employees only.
• Ensuring the physical and digital security of our equipment, devices and systems by mandating appropriate password protection, encryption and access restrictions.
• Only accepting payment via a secure payment link via our Payment Card Industry Data Security Standard ‘PCI DSS’, Level 1 approved merchant (Stripe), or bank transfer. This means high standards of security in respect of your payment information. We do not accept telephone payments or credit card details sent via email. We do not store card details.
• Allowing access to your personal information only to those employees, partners and third party suppliers who have a business need to know such data both in the United Kingdom and outside the United Kingdom. They will only process your personal information on our instructions and they must keep it confidential.
• Carrying out regular penetration testing of our systems and third party reviews of our software.
• Maintain internal policies and deliver data protection and confidentiality training to ensure our employees understand their responsibilities in looking after your information and commit to taking appropriate measures to enforce these responsibilities.

We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.

11.  How long do we retain your information

We will only retain your personal information 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.

When deciding what the correct time is to keep the information for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.

For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.

We try to adopt a paperless approach wherever possible and securely destroy any paper correspondence we receive on a regular basis unless we are required to retain it for evidential or legal purposes;

In some circumstances we may anonymise your personal information for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

12.  Anonymised Aggregated Data

We may collect and process anonymous aggregated information about your use of www.fastrackvip.com or our booking platform, such as some of the pages you visit and some of the searches you perform. Such information is used by us to help us improve the contents of the website or booking service and to compile, for internal market research purposes, and to aggregate statistics about the volumes of traffic using it.

This kind of anonymous information can be obtained by our use of “cookies” as well as other means. Please see ‘Section 21- Cookies’ for more information on our use of cookies. We may also share anonymous information about your use of the booking service with third parties for analytical purposes.

Although aggregated Data is derived from your personal data it is not considered personal data in law as it does not directly or indirectly reveal your identity. If we combine or connect aggregated data with any personal data that can directly or indirectly reveal your identity this will be treated as personal data and will be handled in line with this policy.

13.  Changes to our Privacy Notice and your duty to inform us of your changes

We may update our Privacy Notice periodically.

It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time during your relationship with us your personal information changes.

14. Third Party Links

Our website may include links to third-party websites, plug-ins and applications, this includes service providers who provide payment services (STRIPE) and fraudulent payment detection. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

15.  Marketing Communications

When you are completing a booking form or enquiry on our website we may include a box that you can tick to tell us if you wish your information to be used for potential direct marketing purposes.

We will keep you up to date with our latest news, offers and competitions if you have indicated that you are happy to receive marketing communications from us.

16.  Third Party Marketing

We will never sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

17.  How do I opt out of marketing communications

You can ask us or third parties to stop sending you marketing messages at any time [by logging into the website and checking or unchecking relevant boxes to adjust your marketing preferences] OR [by following the opt-out links on any marketing message sent to you or] OR by emailing us at enquiries@fastrackvip.com at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal information provided to us as a result of a product/service purchase, product/service experience or other transactions.

18.  Your Legal Rights

Under data protection laws you have rights in relation to your personal data: that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.

• Your right of access to your personal data (known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Your Right To Rectify the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law.Please Note: We may not always be able to comply with your erasure request for specific legal reasons. We will notify to you, if applicable, at the time of your request.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your situation which compels you to object to processing on this ground, and where by you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

          (a) if you want us to establish the data’s accuracy;

          (b) where our use of the data is unlawful but you do not want us to erase it;

          (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims;

          (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

• Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Please Note: This right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Withdraw consent If we have collected and processed your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent. If you withdraw consent we may not be able to provide certain products or services to you.

Please note: We may retain personal information from deactivated accounts to comply with law, prevent fraud, collect any fees owed, resolve disputes, assist with any investigations, enforce our terms and conditions, and take other actions otherwise permitted by law. We may also retain some pseudonymous data for analytics purposes, so we can understand, for example, how many visitors we have had to www.fastrackvip.com

19.  How we respond to a request from you exercising your data protection rights.

We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.

20.  How to complain.

If you have any concerns about our use of your personal information, you can make a complaint to us at :

• Full name of legal entity: Fastrack VIP Limited
• Email address: enquiries@fastrackvip.com
• Postal address: Suite 7 Millbrook Business Centre | Floats Road | Manchester | United Kingdom | M23 9YJ.

If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.

The ICO’s address:

Information Commissioner’s Office | Wycliffe House | Water Lane | Wilmslow | Cheshire | SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

21.  Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

What’s a cookie

A “cookie” is a piece of information that is stored on your computer’s hard drive and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on

the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes.

Cookies are used by nearly all websites and do not harm your device.

If you want to check or change what types of cookies you accept, this can usually be altered within your browser settings. You can block cookies at any time by activating the setting on your browser that allows you to refuse

the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

How do we use cookies

We use cookies to track your use of our website. This enables us to understand how you use the site and track any patterns with regards how you are using our website. This helps us to develop and improve our website as well as products and / or services in response to what you might need or want.

Cookies are either:

• Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser – they usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer; or
• Persistent cookies: a persistent cookie is stored as a file on your computer and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again

Cookies can also be categorised as follows:

• Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service, and therefore cannot be turned off. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.
• Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.
• Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested such as viewing a video or commenting on a blog. The information these cookies collect is usually anonymised.

Please note: that third parties who advertise on our website (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

Fastrack VIP July 2023