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Lloyds Travel & Cruises is in the business of helping people plan memorable vacations, and as such it is useful to collect information about our customers' preferences.
With this information we can better serve our customers by providing travel opportunities that match customers' preferences. These preferences include:
Where they want to go.
What they like to do on vacation.
When they prefer to go.
Why they like to travel.
Our customers preferences are gathered in two ways:
from occasional surveys completed by the customer, and
by listening when we interact on a one-to-one basis with the customer.
In addition to preferences, we also maintain in our database the following information on customers:
Credit card numbers our customers have directed us to use on their behalf to pay for travel services or to guarantee a reservation.
Frequent flyer or guest membership numbers that we apply to reservations.
Birthdates, which we require to issue travel insurance.
We also maintain records of past purchases.
The information is stored in a database designed for travel agencies. The program is called ClientBase Plus by TRAMS and is integrated with our accounting software.
The database is accessible only to the staff of Lloyds Travel & Cruises, and is password protected. The database is stored on our server, NOT on a website, so is accessible only from our computers by authorized users.
The database administrator is Bruce Fougner, President of Lloyds Travel & Cruises, and as such is responsible for the maintenance of the database and compliance with Privacy Legislation in Canada.
We will maintain information in the system while the customer maintains a Business Relationship with us. When this relationship with us ceases, the profile is made inactive in the database. At that time we will also clear from the profile all credit card information, and passport information. At anytime the customer so desires we will also strip away all information from the profile leaving just a name as it is connected to the accounting information and is required by the program.
The information maintained in the database will be used only for the purposes previously described. It will not be provided in any form to other businesses, associations, or individuals for other purposes.
Access to the database is limited to staff of Lloyds Travel & Cruises, but customers are welcome to view the contents of their profile in the database, and to update and remove information in the database. Customers simply have to ask and in 24 hours or less we will provide a written copy of the contents or the customer may choose to visit our office and view the database profile directly. These arrangements are to be made with Bruce Fougner.
Any complaints from customers concerning the contents of the profile will be forwarded to Bruce Fougner, who will address and investigate the complaint within 24 hours, report the outcome of his investigation within 72 hours of the complaint to the customer, and will further indicate whether any changes in the profile, policy or procedures have been taken.
From time to time we are asked where customers are staying or when they are expected to arrive. Most often these calls are from family members who have not been made aware of the whereabouts of the customer. We shall not provide this information to anyone other than the customer or people they have designated, or if required by law.
When we get such a request we politely decline to provide the information, and explain that if it is urgent we will contact the customer and pass on the message. Occasionally these situations are extreme emergencies and in those cases we will make every reasonable effort to contact the customer. All such cases should be reported to Bruce Fougner.