Privacy Policy

Last updated: 10 October 2026

This policy explains how Travel Connect Tours Ltd uses personal data when you visit our website, contact us, book a journey or travel with us.

Who we are

Travel Connect Tours Ltd is a passenger transport company in Salisbury. Wiltshire Council licenses us as a private hire operator. We are the controller of most of the personal data described in this policy. When we carry passengers for Wiltshire Council or an NHS trust, the council or trust may be the controller of the details it gives us. See “Council and NHS transport” below.

For privacy questions, contact Antoniya Genova, Director, using the details above.

What we collect and where it comes from

When you book or contact us

You can contact us or book by phone, by email, by WhatsApp or through our website. We collect:

  • the name, email address and mobile number of the passenger and of the person booking
  • pick-up and drop-off addresses, date and time, number of passengers and flight number
  • anything else you tell us, such as luggage or special requirements
  • payment and invoice details

You might tell us about a health condition or disability, for example so that we can give you help or provide a suitable vehicle. If you do, we use it only to arrange and carry out your journey safely.

We may also receive your details from other people and organisations:

  • the person who books for you
  • Wiltshire Council or an NHS trust (see below)
  • another transport company or booking platform that passes a journey to us

We need a name, a contact number and the journey details to take a booking. Without them we cannot accept the booking.

Online booking forms

The booking forms on our Reservation page are provided by our booking system supplier, Chauffeur Drive Systems Ltd (CDS). What you enter goes to their system, which runs on Microsoft Azure. Both forms load as soon as you open the Reservation page, even if you do not fill them in. The forms:

  • look up your IP address and approximate town or city through IPinfo (ipinfo.io) when they load
  • send CDS a record of each step of the form you move to. Each record includes your IP address, a session ID, your approximate town or city and the date and time.
  • use Google Maps services to suggest addresses and work out the route, so the addresses you type are sent to Google

When you pay online through our booking form, you pay on a payment page provided by Stripe. Stripe processes your card details, and we do not receive your full card number.

When you visit our website

  • Server logs. GoDaddy hosts our website. Each time you open a page, the server receives your IP address and browser details, the page you asked for and the page you came from. It may record these in its logs.
  • Analytics. We use Matomo analytics without cookies, only to produce statistics about how our website is used, so that we can improve it. Matomo runs on our own website server, not on a third-party analytics service. It records:

    • the pages you view and when you view them

    • the site you came from

    • your browser and device type

    • your IP address

    • links you click to leave our site, and clicks on our phone number or email address

    • which parts of a page were shown

    • technical errors


    Apart from GoDaddy, which hosts the server, we do not share this analytics data with anyone. You can turn Matomo off at any time with the opt-out box under “Turn off Matomo analytics” below.
  • Map. The Contact page can show an embedded Google map. The map loads only if you allow marketing cookies, either in our cookie banner or with the button on the map. Until then you see a placeholder image, and the map sends nothing to Google. When the map loads, it sends your IP address, your browser details and the address of the page to Google. Google uses this data under its own privacy policy.
  • Links to other websites. Our Home page links to our Google reviews page. Google receives your data only if you follow that link, and Google’s privacy policy then applies.

Why we use it and our lawful basis

  • Contract: where our contract is with you, we use your data to quote for, book and carry out your journey, keep you updated and take payment.
  • Legal obligation: we keep booking records as a licensed private hire operator, keep tax and accounting records, and share information with the authorities when the law requires it.
  • Legitimate interests: we use your data on this basis to:

    • carry out journeys that someone else has booked for you

    • answer enquiries

    • run and protect our website

    • understand how the website and booking forms are used

    • handle complaints, incidents and legal claims


    You can object to this use at any time (see “Your rights”).
  • Consent: we load the Google map on the Contact page only if you allow marketing cookies, in our cookie banner or with the button on the map. You can withdraw your consent at any time by turning marketing cookies off on our Cookie Policy page.
  • Explicit consent: if you tell us about a health condition or disability, we use that information with your explicit consent to arrange your journey. You can withdraw consent at any time, but we may then be unable to meet that need.

We do not make automated decisions about you that have legal or similarly significant effects.

Council and NHS transport

We carry passengers, including school pupils, under contracts with Wiltshire Council, and we also provide transport for an NHS trust. The council or trust gives us the details we need for each journey, such as names, addresses and times. These details can include needs relevant to safe travel, which may include health or disability information. We use them only to provide that transport, in line with our contract. The council’s or trust’s own privacy notice explains how they use your data.

Children

School transport is arranged through Wiltshire Council, not through this website, and our website is not aimed at children. If we have a safeguarding concern about a child or a vulnerable adult, we may share information with the council or the police.

Who we share it with

  • our drivers, with only what they need for the journey
  • another licensed operator, if we pass your journey to them, with only what they need for the journey
  • Wiltshire Council or the NHS trust, for journeys we carry out for them
  • Chauffeur Drive Systems Ltd, our booking system supplier, and Microsoft, which hosts their system
  • Eurosoft Tech Ltd, which provides our dispatch system (Cab Treasure)
  • IPinfo and Google, as described above
  • Stripe, which processes online card payments
  • WhatsApp (Meta), if you message us on WhatsApp
  • GoDaddy (website hosting), Microsoft (Microsoft 365 email) and Proofpoint (email filtering)
  • our accountant and our accounting software provider
  • Wiltshire Council as our licensing authority, HMRC, the police and our insurers, when the law requires it or there is an incident or claim

Transfers outside the UK

Some providers, such as Google and WhatsApp, may process data outside the UK, including in the United States. Our website hosting provider (GoDaddy) and our booking system (CDS, which runs on Microsoft Azure) may also hold data outside the UK. You can ask us where your data is held.

When personal data is transferred outside the UK, it must be protected in one of two ways:

  • by UK adequacy regulations, or
  • by appropriate safeguards, such as the ICO’s International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

Contact us to find out which safeguards apply and how to get a copy of them.

How long we keep it

  • Booking records: 6 years after the end of the financial year in which the journey took place. We need them for tax and accounting, and to meet the record-keeping conditions of our operator licence.
  • Invoices, payment and accounting records: 6 years from the end of the financial year they relate to, as HMRC requires
  • Enquiries that do not lead to a booking: 12 months
  • Details we receive for council and NHS journeys: as long as the contract requires, and no longer than 6 years after the contract ends
  • Website server logs: for a short period set by our hosting provider, for security
  • Matomo analytics data: only as long as we need it to understand how our website is used
  • Booking form step records held by CDS: as set by CDS, our booking system provider

We may keep data for longer if we need it for a complaint, an incident or a legal claim.

Your rights

You have the right to:

  • get a copy of your personal data
  • have it corrected if it is wrong or incomplete
  • have it deleted
  • restrict how we use it
  • object to our use of it where we rely on legitimate interests
  • get the data you gave us in a portable format, or have it sent to another organisation, where we use it under a contract with you or with your consent
  • withdraw your consent at any time, where we rely on consent

Some rights depend on why we hold the data. For example, we cannot delete records that the law says we must keep.

To use your rights, contact us using the details above. We will reply within one month. If your request is complex, we may take up to two more months, and we will tell you if we need to. There is normally no charge.

Complaints

If you are unhappy with how we use your data, please contact us first so we can try to put it right. We will acknowledge your complaint within 30 days.

You also have the right to complain to the Information Commissioner’s Office (ICO):

  • Online: ico.org.uk/make-a-complaint
  • Phone: 0303 123 1113
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Cookies and similar technologies

When you first visit our website, a cookie banner asks for your choice. Our website then sets small cookies, whose names start with cmplz_, to remember that choice for up to 365 days. The banner needs them to work, so we do not ask for consent for them. Our Matomo analytics works without cookies and is used only for statistics that help us improve our own website, so it runs without asking you first. Matomo does use JavaScript in your browser to collect details such as your browser and device type. Your choices in the cookie banner do not affect Matomo. To turn it off, use the opt-out box below. Some third-party features may store or read information on your device:

  • Google Maps may use cookies or similar technology. The map on the Contact page loads only if you allow marketing cookies. The booking forms use Google Maps services when they load. See Google’s privacy policy.
  • The booking forms may save a light or dark colour setting in your browser’s local storage.

You can change the choice you made in our cookie banner at any time on our Cookie Policy page. You can also block or delete cookies and stored data in your browser settings. If you do, the map or the booking forms may not work properly.

Turn off Matomo analytics

Untick the box below to stop Matomo recording your visits. Matomo then stores a small cookie, mtm_consent_removed, in your browser to remember your choice. If you delete your cookies, you will need to untick the box again.

Changes to this policy

We may update this policy, for example if we change our booking system. The date at the top shows the latest version.