Privacy Policy
Your personal data
Rolfs Tours collects personal data for a range of purposes, but uses that data only to communicate better with you as a customer and to make the handling of trip bookings easier. We care about respecting your privacy as a customer. When you provide personal data to us, or when we collect personal data from you, the data is processed in accordance with this privacy policy.
Controller responsibility
This privacy policy applies to services provided by Rolfs Tours. Rolfs Tours thereby holds joint controller responsibility for the personal data covered by this policy. Your main point of contact regarding personal data is, however, Rolfs Tours.
Contact details
You can contact us at contact@rolfstours.com.
Collection of personal data
Personal data is any type of information that can be linked, directly or indirectly, to a living natural person. This includes, for example, address, name, personal identity number, email address and telephone number. It also includes, for example, booking numbers, encrypted data and various types of electronic identifiers, such as IP addresses, if these can be linked to a natural person.
Hur vi samlar in personuppgifter och vilka uppgifter vi samlar in
Rolfs Tours collects personal data in several ways, but primarily directly from you.
Data collected in connection with booking and carrying out a trip. When you book your trip at www.rolfstours.com, through an agent or in our store, we collect personal data from you in order to fulfill your order. This covers personal identity number, name, date of birth, age and gender for every traveler on the booking, and address and contact details for the lead traveler. In connection with the booking we also collect payment details for the lead traveler. If the booking includes children, we collect the same data as above for the child.
If you make a booking that covers more than one person, you should make sure that everyone concerned is aware of this privacy policy and permits you to provide their personal data to us.
When you travel with us we also collect information about your trip. In addition to the data mentioned above, this includes booking number, length of trip, destination and any other services you chose to use during the trip.
Data collected during personal contact
We collect personal data from you when you contact us by email, telephone or in other ways. We primarily collect the personal data needed to answer your question or handle your case, such as name and booking number. Depending on how you choose to contact us, we may also collect contact details such as email address or telephone number. During personal contact we also collect any other personal data you yourself choose to provide. This may, for example, be information about health conditions, allergies or other details about you or other people on your trip or booking.
Call recording
When you call our customer service, we record your call and keep the recording for 30 days after your return from your trip. We may also use the calls for internal training and development purposes. We therefore collect and store all personal data that comes up during the call. You have the right to request that your call is not recorded. You also have the right to request that a recording is deleted.
Data collected when you subscribe to emails with inspiration and offers
If you choose to subscribe to emails containing inspiration and offers, we collect your email address so that we can send emails to you.
Data collected when you use our digital services
When you use our website, we collect data about your use of the service. Some of this data may be personal data, such as your IP address or booking number. We also collect data on how you navigate the service, which pages you visit, which searches you make and which travel products you are interested in.
Data collected when you leave feedback on our website
If you leave feedback through the feedback function at rolfstours.com, you have the option of giving free-text answers. If you provide any personal data in these, we collect it.
Data collected from someone other than you
When booking, and when contacting us about various matters, one person may provide personal data about one or more other people in a travel party. We assume that whoever provides the data has the consent of all travelers to provide that personal data. If you have not made a booking yourself, but someone else has made a booking that includes you, we collect personal data about you from that person. The same applies if someone else has been in contact with us on your behalf. In order to keep your personal data up to date and accurate, we supplement and update your personal data by obtaining information from private and public registers.
Handling and storage of personal data
The legal basis on which Rolfs Tours processes your personal data
Rolfs Tours processes your personal data lawfully. The same item of personal data may be processed both on the basis of performance of the travel contract, specifically on the basis of consent, or on the basis that the data is necessary in order to meet other legal obligations. This means that even if you withdraw your consent and the processing based on that consent ceases, the personal data may still remain with us for other purposes. In the main, we process your data in order to perform a contract to which you are a party, such as the travel terms and conditions, or on the basis of a legitimate interest, such as marketing purposes.
Administration of your trip
In order to deliver the travel services you have ordered from us, we use your personal data in various ways. The data is used to issue tickets and travel documents, to make hotel bookings and to carry out payment for the services you have ordered. Administration of your trip also includes using your data for bookkeeping, settlement and auditing, credit or other payment card verification, immigration and customs control.
Gift cards
If you buy a gift card, or have a gift card issued to you, we handle your personal data in order to issue and administer the gift card. We use the recipient's email address or cell phone number in order to send out digital gift cards, and the purchaser's email address in order to send a copy of the confirmation. We use your name, address and telephone number in order to issue and deliver physical gift cards. We handle your payment details in order to carry out the payment. If you choose to write personal data in the message field, we collect it.
Customer care
We use your personal data in order to provide you with service if you contact us with questions, comments or, for example, complaints. We use your name and booking number to identify you and your trip. We use your contact details, such as email address and telephone number, in order to contact you regarding questions and cases. We may also use all the other personal data we have collected about you in order to handle your question or case, depending on what is relevant in the individual case.
Sending information
Once you have booked a trip with us, we use your personal data to send booking confirmations, important information about your upcoming trip and offers connected to the trip. Such messages are sent to the email address provided in connection with the booking. We send information about changes, such as timetable changes and rebookings. This kind of information may be sent by email, mail or text message, or given over the phone, depending on the nature of the change and which contact details we have for you. We also send payment reminders by email and text message.
Marketing and personalization
Customer information may be used by Rolfs Tours for marketing purposes in connection with specific trips. If you have chosen to receive emails containing inspiration and offers from us, we use your personal data to send emails to you. On our websites we use information about our users for what is known as personalization. This means that we use the data we have collected about you and your use of our services to influence how the content of the website looks when you in particular visit us. This customization may, for example, mean that we save and display destinations you searched for during earlier visits to our site, and language preferences, and that we show ads and offers we believe suit you and your travel wishes. If you use Facebook or Instagram and have the same email address or telephone number registered there, we may send targeted marketing to you on the platform, or use personalization in other ways to market to you on social media.
Development of services
We use the data we collect about our customers to develop and improve our products and services. This applies partly to our digital services, where we analyze user behavior in order to develop how we present information and offers and how we design features. It also applies to developing our products according to customers' wishes and behavior, and in order to, for example, address shortcomings or increase security. In the main, we use anonymous or anonymized data at an aggregated level for this type of analysis. However, we may also use personal data we have collected where relevant.
Legal requirements
Your personal data may be processed so that we can meet obligations under laws and regulations, for example regarding security and accounting.
Retention periods
We keep your personal data for as long as required for the purpose of the processing. If you subscribe to emails containing inspiration and offers, your contact details are kept for as long as you choose to continue receiving such emails. Recorded telephone calls are kept for 30 days from your return. The same item of personal data may be stored in several different places for different purposes. This may mean that data which has been cleared from one system because it is no longer necessary may remain in another system, where it is stored on the basis of consent or for another purpose for which the personal data is still needed.
Technical and organizational measures taken by Rolfs Tours for secure processing of your personal data
We take ongoing measures to meet the principles of "data protection by design and by default." We continuously evaluate the risks of the personal data processing that takes place, and take the security measures necessary to reduce those risks.
Disclosure of personal data
Contractual partners and IT suppliers
We use a number of different IT services and IT systems in our operations. Personal data is stored and handled in some of these. We care about your privacy and the security of your data in all such handling. Some systems are installed locally at our premises, and only our staff have access to the data. In these cases no transfer to a third party takes place. Some systems, however, are installed at the supplier, which means that we transfer personal data to the supplier. In these cases the supplier is our data processor and handles the data on our behalf and according to our instructions.
Google API Services User Data Policy
We use information supplied by Google APIs. The information we make available from Google APIs complies with the Google API Services User Data Policy and the Limited Use requirements.
Internal IT systems
Internally, we handle personal data in our customer database, in our booking system, in our customer service system and in a system for data management and data enhancement. These systems exist so that we can deliver the services you have ordered from us and handle questions and customer care in connection with the performance of those services. All of the personal data we collect may be handled in these systems.
Contact services
We use external suppliers to provide information by text message before and during a trip. These suppliers are given access to personal data in the form of telephone numbers.
Suppliers of travel-related services
In order to provide some of the services you have ordered from us, we use subcontractors and contractual partners. It is often necessary for us to provide personal data to them so that the service can be performed.
Travel agencies and digital partners
When you book a trip with Rolfs Tours through a travel agency or a website (digital partner) we work with to market our trips, you may provide personal data to the travel agency or website yourself. That personal data is the responsibility of, and is handled by, the respective party in accordance with their own privacy policy. Once a booking has been completed through a travel agency or digital partner, we send certain personal data to the party in question to confirm that the booking has been made. In the case of digital partners, this consists of pseudonymized data and booking numbers. These parties cannot identify you as a traveler directly from this data. When you book through a travel agency, you provide your personal data to the travel agency yourself and consent to the travel agency processing that data in its operations. The travel agency can therefore identify you, for example by means of your booking number. We are not responsible for the travel agency's handling of the personal data you have provided directly to them.
Airlines
Airlines are given access to personal data about the travelers who will be flying with each airline. This covers name, date of birth, age and gender for all travelers on the booking, and address and contact details for the lead traveler. Traveler data is transferred either through the Amadeus system or directly to the airline via passenger lists, known as PAX lists.
Hotels
We use hotels at our destinations, both for longer periods and for individual bookings at customers' request. Hotels are given access to the personal data needed for a booking to be made. Where applicable, this covers name, date of birth, age and gender for all travelers on the booking, and address and contact details for the lead traveler.
Agents
Depending on which airline is used for the trip and which airport the trip departs from, different agents are engaged to perform services connected to the trip at the airport. This may involve check-in or baggage handling, for example. In connection with the performance of these services, the agent may be given access to certain personal data necessary in order to perform the service.
Cruise lines
We arrange cruises with a number of different cruise lines. The cruise lines are given access to the personal data needed for a booking to be made. Where applicable, this covers name, date of birth, age and gender for all travelers on the booking, and address and contact details for the lead traveler. The cruise lines also often collect data directly from travelers on the cruise themselves. Each cruise line is responsible for handling the personal data you as a traveler provide directly to them.
Others
If you book other travel-related services through us, such as excursions or activities, the personal data needed to deliver the ordered service may, where applicable, be passed on to whoever is to perform the service. This may, for example, be name, date of birth, age and gender for all travelers on the booking, and address and contact details for the lead traveler.
Transfers to third countries
Because we arrange trips all over the world, some of our partners (such as hotels and airlines) are located outside the EU/EEA. This means that personal data may be transferred to partners in these countries for the same purposes as described above. Regardless of which country Rolfs Tours transfers your personal data to, Rolfs Tours has an obligation to ensure that an adequate level of protection is in place for your personal data.
Your rights
Necessary processing of personal data and processing based on consent
Processing of personal data that is necessary for us to perform a contract with you, for us to fulfill a legal obligation, or that is necessary in view of our legitimate interest, is permitted without consent. In order for us to collect and handle your personal data for any other purpose, however, you must consent to the processing. You give consent to the handling of your personal data when you use our services at rolfstours.com, when you contact our travel advisors, or at an agent or travel agency.
Withdrawal of consent
You can choose to withdraw your consent at any time by contacting us using the contact details above. If you withdraw your consent, we will delete the personal data and cease the processing that was covered by the consent. The same item of personal data may be processed both on the basis of consent and on the basis that the data is necessary, or on the basis of other rules. This means that even if you withdraw your consent and the processing based on that consent ceases, the personal data may still remain with us for other purposes.
Right to information and right to control over your data
If you would like information about what data we have registered about you, you can apply for this in writing at the address above. You have the right to request that data about you be deleted, supplemented or corrected. You also have the right to request that the processing of your personal data be limited to certain purposes and, for example, not used for direct marketing or what is known as profiling.
What happens if you do not want us to handle your personal data. There is certain personal data we have to handle in order to deliver the services and products you have requested from us. If you make a booking online yourself, this data is marked so that you can clearly see which items are involved. Should you not wish to provide such data, or should you request that we delete it, we will not be able to deliver the service or product. If you request that we do not handle your personal data for marketing or profiling, you will not be able to receive customized offers and communications from us, and some digital services may not be usable or may not work correctly in all respects.
Cookies
Once you have given your consent and provide your email address to us, for example when signing up for the newsletter or when making a booking, we store a hashed version of the address in your browser for up to 365 days. A hash is a code calculated from the address. We cannot read your email address from the code, but it serves as an identifier for you as a visitor in our analytics and marketing tools, Google Analytics and Meta. It is deleted if you withdraw your consent or log out.
If you wish to complain
If you believe a business has mishandled your personal information, you can file a complaint with the attorney general in your state. California residents can also file a complaint with the California Privacy Protection Agency, and anyone can report unfair or deceptive practices to the Federal Trade Commission.