Privacy statement - Data Protection/Privacy Policy

Data Protection

‘We’ are Virgin Holidays + Hip Hotels, a member of the Virgin Holidays Family, which includes Virgin Holidays, Virgin Holidays Cruises, Virgin Holidays and HIP Hotels, Travel City Direct and Bales Worldwide.

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country.

We may use your information for the purposes set out in our data protection notification with the Office of the Information Commissioner. We may disclose the same to companies in the Virgin group for business purposes and to companies who act as data processors on our behalf. Some of your information may be 'sensitive personal data' such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking). In making this booking, you consent to this information being passed on to the relevant persons. You are responsible for ensuring that other members of your party are aware of our privacy policy.

Telephone calls made to and from our Contact Centres may be recorded and monitored for the purpose of quality assurance, training, security and for business purposes.

Direct Marketing Material

We would like to hold your information (including any email address), where collected by us, for our own future marketing purposes (for example to inform you of promotional/competition offers, or to send you our brochure).

If you have given us, the Virgin Holidays Group, your consent, from time to time we may contact you by post, phone, e-mail or electronic messaging services with information about products and services (including discounts and special offers) we think will be of interest to you. We may also use your email address to keep you up to date about special offers and promotions via social media.

We may also send you such information about other companies' products and services (such as other members of the Virgin Holidays Family or other Virgin companies), that may be of interest to you. We may disclose your information to third parties, like data processing companies, who may provide marketing services on our behalf. You will not be directly contacted by third parties as a result of giving us your details.

If you want to change the consents you have given to the Virgin Holidays Family, you can do this at any time by contacting us directly at either of the following:

Whichever way you contact us, Please provide the following information:

  • Full Name - Title, First name + Surname
  • Full address including postcode
  • Full email address
  • Request details

We will endeavour to update your record as soon as we possibly can. Of course, if you tell us that you do not wish to receive marketing, you may still receive communications confirming and servicing any bookings you make with us.

Where we do collect your personal information, it is stored in our secure databases at a secure address to prevent unauthorised access. Our systems are configured with data encryption or scrambling technologies and industry standard firewalls. When you send information to Virgin over the internet, your data is protected by secure socket layer technology to ensure safe transmission.

You have the right to ask us in writing for a data subject access request form to obtain a copy of the information which we hold about you (for which we may charge a fee). Any request should be addressed to Customer Services,Virgin Holidays and Hip Hotels at The Galleria, Station Road, Crawley, West Sussex, RH10 1WW.

If you believe that any of your personal information that is held or being processed by us is incorrect then please write to us immediately as we cannot be responsible for any problems that may arise due to inaccurate information that you have provided us with.

We cannot accept responsibility for any issues concerning your data collected by websites that are not directly under our control. Please also be aware that individual organisations operate their own policies regarding the use and sale of personal information and the use of cookies. If you have a concern regarding the way your personal information will be used on other sites then you are advised to read the relevant privacy statement.

Privacy Policy

Worried about providing us with information online?

Let us put your mind at rest...

1. General

Here at Virgin Holidays and Hip Hotels, we are committed to protecting your privacy online, as highly as we would with your customer information in any of our systems.

We will not share your personal information for marketing or any other purposes without your consent unless where required by law. We will always respect your privacy and any personal communication between you and ourselves. We will always comply with any data protection legislation currently in force. We collect general statistical information about visitors to our website for general reporting and to improve future content.

By using our website, you consent to the collection and use of this information by If we change our privacy policy we will inform you by posting these changes on this page.

2. What we collect and why

We ask for information about you in 4 areas of our website.

  1. When making an online booking
    Here the information we will ask you for includes your name, contact details such as phone and e mail, Frequent Virgin Club Details if applicable, and credit card details. We need all this information to process a booking for you and in order to be able to contact you if we need more information or if there are any changes to our programme. This information will not be given to any third party, except to the extent and for the purpose we may be required to do so by any law.
  2. When requesting a brochure online
    We need your name and address so we can send you the brochure. If you have given your consent, you may be contacted with relevant promotions, offers or information that you have expressed an interest in or that might be of interest to you. With YOU are always in control of your personal information, if at any time you wish us to stop contacting you then simply email us at
  3. When signing up for e-mail updates
    This information will not be given to any third party, except to the extent and for the purpose we may be required to do so by any law. With YOU are always in control of your personal information, if at any time you wish us to stop contacting you then simply email us at
  4. When applying for a job using the online application form
    When applying for a job we will ask for personal information. The purpose for which your personal data will be processed is in respect of your application for potential employment. By registering your details, you are hereby granting your consent in respect of the above. Where you have provided your email address, it is required so that we can send to you by email relevant career opportunity information. Your email address will only be used by Virgin Holidays Group for the purpose described above and will not be given to any third party. Your information may also be used for internal statistical and reporting purposes

Third Parties

We may occasionally use third party companies to manage collation, processing and storage of your personal data on your behalf. These companies are carefully selected and screened to ensure maximum protection of your security and privacy and are permitted to use the data only in accordance with our instructions.

3. What are cookies and do we use them?

A cookie is a text-only string of information that a website transfers to the cookie file of the browser on your computer's hard disk so that the website can remember who you are.

A cookie will typically contain the name of the domain from which the cookie has come, the "lifetime" of the cookie, and a value, usually a randomly generated unique number.

Two types of cookies are used on this website:

  • Session Cookies, which are temporary cookies that remain in the cookie file of your browser until you leave the site
  • Persistent cookies, which remain in the cookie file of your browser for much longer (though how long will depend on the lifetime of the specific cookie).

Cookies can help a website to arrange content to match your preferred interests more quickly. Most major websites use cookies. Cookies cannot be used by themselves to identify you.

How we use Cookies on our Site and what Information we collect

Session Cookies

  • To allow you to carry information across pages of our site and avoid having to re-enter information.
  • To allow you to carry information through our online booking system

Persistent Cookies.

  • To remember the compiled list of holidays you have selected in our shortlist section
  • To compile anonymous, aggregated statistics that allow us to understand how users use our site and to help us improve the structure of our website. We cannot identify you personally in this way.

Third Party Cookies

Third parties serve cookies via this site. These are used for the following purposes:

  • To serve advertisements on our site and track whether these advertisements are clicked on by users.
  • To tailor content to your preferences

Use of Web Beacons

Some of our Web pages may contain electronic images known as Web beacons (sometimes known as clear gifs) that allow us to count users who have visited these pages. Web beacons collect only limited information which including a cookie number, time and date of a page view, and a description of the page on which the Web beacon resides. We may also carry web beacons placed by third party advertisers. These beacons do not carry any personally identifiable information and are only used to track the effectiveness of a particular campaign.

Disabling/Enabling Cookies

You have the ability to accept or decline cookies by modifying the settings in your browser. However, you may not be able to use all the interactive features of our site if cookies are disabled.

Virgin Holidays uses pixels, or transparent GIF files, to help manage online advertising. These GIF files are provided by our ad management partner, DoubleClick. These files enable DoubleClick to recognize a unique cookie on your Web browser, which in turn enables us to learn which advertisements bring users to our website. The cookie was placed by us, or by another advertiser who works with DoubleClick. With both cookies and Spotlight technology, the information that we collect and share is anonymous and not personally identifiable. It does not contain your name, address, telephone number, or email address. For more information about DoubleClick, including information about how to opt out of these technologies, go to

4. Links to other websites and their security and privacy policies

In our website we also provide links to other websites for your convenience and information. Please be aware that these sites may have different security and privacy policies and we have no control over and take no responsibility for any information submitted to these sites.

We hope that you enjoy using our website, safe in the knowledge that we are committed to protecting your privacy

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