Africa Calling Safaris Limited is committed to respecting your privacy and protecting your personal information. We attach particular importance to protecting the personal information that you share with us, and we strive to maintain your trust in this regard.

When you do business with us, we need to collect some personal information about you such as your name, email address, passport number and payment details. This information is used, for example, to process your booking and travel arrangements and purchases. Some of this information is shared with our trusted partners such as hotels and airport ground handlers to ensure that your baggage arrives safely at your destination.

In this privacy policy (hereinafter the “Policy”) we explain how we collect, use and protect your personal information.

This Policy applies to all personal information we process about you when you do business with us, purchase or use our services, visit our website or otherwise interact with us. This Policy was developed to comply with the requirements of the privacy protection legislation in force.

Please refer to the “How to Contact Us” section if you have any questions, comments or requests regarding the Policy or your personal information.

Our full Policy can be accessed below.

Full Privacy Policy

Our commitment

We have developed and implemented internal policies and procedures designed to provide adequate protection of the personal information in our possession and we review these on a regular basis.

We educate our employees about the importance of protecting personal information by providing them with training on this topic and by issuing directives outlining their role and obligations in this regard.

We take reasonable measures to ensure that our agents, mandataries, representatives and employees comply with the provisions of the privacy protection legislation in force.

When our agency deals with people in Europe:

If certain sections of our website refer you to other websites operated by third parties, the information collected by said third parties on these other sites are not subject to this Policy, when it is not used by us. We therefore encourage you to review the privacy policies of these websites.

What is considered personal information?

Personal information is any information that identifies you or can be used to identify you. Your personal information may include, for example, your name, your contact details or information relating to your travel itinerary (e.g. your booking reference number).

This information may be collected from you during any interactions you have with us, for example when you visit our website, make a booking, call us or send us an email or enter a contest.

What personal information do we collect?

We may collect and process the following categories of personal information:

Identification

Your name, date of birth, gender, nationality and passport number. If your minor children are included in the booking, we will collect their identification information. 

Contact information

Your telephone number, physical address and email address.

Booking details

During the booking process we collect information about your booking that may include your date of travel, flight reservations, hotel reservations, payment details and any ancillary services such as Option Plus, upgrades and extra baggage.

Travel details

 We collect and process information in relation to your travel such as your travel itinerary, check-in information, electronic boarding pass, medical needs, special dietary requirements and any additional assistance or preferences. 

Interactions

When you communicate with us via email, online or via social media, we store your communication and, if relevant, each attachment such as pictures and/or videos. When you contact us by telephone, we may record your telephone calls for training purposes or to prevent fraud. We also collect your questions, recommendations or complaints. 

Previous bookings with us

We collect information about services we have provided to you in the past, including your previous travel arrangements (flights and other bookings), interactions and customer feedback

Use of our website 

When you navigate on our website or subscribe to our newsletter (if relevant), we may collect your IP address, browser type, operating systems, referring website, preferred language, web-browsing behaviour and universally unique identifier (UUID) a

We may also receive your location data.

 Please refer to the Section “How do we use cookies and tracking technologies?” for additional information about our use of cookies.

Social media

We collect information that you enter during contests or comments that you choose to share on our social media platforms. Depending on your social network settings, we may receive information from your social network provider. 

Sensitive personal information

When providing services to you, we may collect personal information that is considered sensitive as it could reveal your racial or ethnic origin, physical or mental health, religious beliefs or criminal convictions or offences.

For example, should you request special medical assistance during a flight (e.g. need for a wheelchair or oxygen), this may reveal information about your health. In addition, your religious beliefs may be revealed when you request special meals or advise us of other dietary requirements. Likewise, your travel document details may contain information that may reveal your racial or ethnic origin.

When providing sensitive personal information, explicit consent to the processing of this information must be given. This sensitive personal information will be used strictly to allow us to provide any special services requested and to fully perform our obligations.

Third Party bookings

A third-party booking is when a family member, friend or another person (hereinafter the “Third Party”) makes a booking on your behalf. This Third Party will necessarily provide us with the same personal information that we would collect from you directly to complete your booking. In such circumstances, the Third Party will have ensured that you have been made aware of the content of this Policy and that you consent to supply your personal information to us.

How do we use your personal information?

We use your personal information for the following purposes:

To provide you with our services
We may use your personal information to process and manage your booking and to fulfil your travel arrangements and purchases. For example:
To identify you to issue your ticket.
To ensure you receive specified dietary requirements.
To inform the flight crew and other members of the team that you have purchased Option Plus; etc.
In case of non-provision, objection or restriction to processing or erasure of any information necessary to provide you with our services and those of our partners, or in the event you wish to withdraw consent previously given to us for the collection and use of your sensitive personal information, they as we may not be able to provide certain or all our services to you. In such circumstances, cancellation fees may apply.
To communicate with you and keep you informed
We may need to contact you by email and/or by telephone for administrative or operational reasons. For example:
To send you confirmation of your bookings and your payments.
To inform you about your travel itinerary.
To notify you when check-in is available or to advise you of disruption and changes to your flights; etc.
We will also use your contact information for commercial prospecting and to send you marketing communications, if you agreed to receive such communications.
Your opinion is very important to us, so we may seek your feedback on our services via email, social media or surveys.
We will use the communications you exchange with us and the feedback you may provide to manage our relationship with you and to improve our services and experiences for customers.
To personalise and improve your customer experience
We may use the communications you exchange with us and information about how you use our website to improve our products and services and to ensure that you receive commercial communications from us that are relevant to you. 
To improve your shopping experience on our website
We may use personal information about your use of our website through cookies and other technologies and mobile applications to:
Track and analyse your usage of our website to improve the relevance of our website content and to understand what is relevant to you.
Measure the effectiveness of and to improve the relevance of our advertisement and promotions.
Conduct markets, products or sales research and analysis to improve our products and services.
Customize our marketing communications to you, if you agreed to receive such communications.
Execute relationship marketing campaigns and retargeting using social media and other advertisement partners.
Contact you to offer you more information about a product or service, if you agreed to receive such communications.

What is our legal basis for processing your information?

The legal basis for processing your information will depend on the reasons your information was collected. We will only process your personal information where we have a legal basis to do so. According to privacy laws, the legal basis for processing your information may be:

To process and manage your booking, fulfil your travel arrangements and otherwise perform the contract we have with you.
To comply with a legal obligation.
Because you have consented to us using your information for a particular purpose.
Because it is in our legitimate interest to use your personal information to enhance and improve our products and services, personalise our offers, develop new products and prevent fraud.

How long do we retain your personal information?

We will only keep your information for as long as we reasonably need it for the purpose it is being collected or processed for in accordance with this Policy or to comply with the law.

For example, your personal information related to your booking will be retained to fulfil the specific travel arrangements you have made. Afterwards, we will keep the information for a period which enables us to handle or respond to any complaints, queries, concerns or legal procedures relating to the booking.

We will actively review the information we hold and delete it securely or anonymize it, when there is no longer a legal, business or customer need for it to be retained. 

How do we keep your personal information safe?

We have implemented a combination of material, organisational and technological means to ensure the confidentiality of the personal information that we hold, to protect such information against loss or theft and to prevent any unauthorized access, transmission, reproduction, use or amendment thereof.

We use industry standard SSL (Secure Sockets Layer) encryption for the transmission of personal information on our website, for example when you pay by credit card online. You can verify this protection by looking for the padlock symbol on many browsers. SSL allows a secure connection between your internet browser and our internet server, using a private (or secret) key to encrypt the information.

When we share personal information with a third party, we take appropriate security measures to ensure such third party’s compliance with the undertakings and rules set forth in this Policy.

We will safeguard, according to strict standards of security and confidentiality, any information our clients share with us.

We will limit the collection and use of customer information to the minimum we require to deliver superior service to our customers, which includes advising our customers about our products, services and other opportunities, and to administer our business.

We will permit only authorized employees, who are trained in the proper handling of customer information, to have access to that information. Employees who violate our Privacy Promise will be subject to our normal disciplinary process.

We will not reveal customer information to any external organization unless we have previously informed the customer in disclosures or agreements or are required by law.

We will always maintain control over the confidentiality of our customer information. We may, however, share customer information with reputable companies when a customer has expressed an interest in their service or product. Please note that this Privacy Policy does not apply to these other companies’ use of customer information.

Whenever we hire other organizations to provide support services, we will require them to conform to our privacy standards and to allow us to audit them for compliance.

We will attempt to keep customer files complete, up-to-date, and accurate. We will tell our customers how and where to conveniently access their information (except when we’re prohibited by law) and how to notify us about errors which we will promptly correct.