Contents of this Privacy Policy

The data controller is INCA ROUTE E.I.R.L.
We are committed to collecting, using, and protecting your personal data properly. Your privacy matters to us, so please take the time to read our Privacy Policy, which explains:

• What types of personal data we collect and why.

• When and how we may share personal data with other organizations.

• Your choices, including how to access and update your personal data.

Personal Data We Collect

When you register for any of our services, you may provide:

• Your personal details, including but not limited to your address, email address, phone number, and date of birth.

When you shop on our website, use our mobile apps or chatbot, we may collect:

• Passenger information, passport data, and other identity document details.

• Travel preferences and insurance information.

• Relevant medical data and any special requests (dietary, religious, or disability-related).

• Information about your purchases, including what you bought, when and where, your payment method, and any other payment details.

• Information about your browsing patterns on our websites and mobile apps.

• Information about when you select any of our advertisements, including those shown on other organizations’ websites.

• Information on how you access our digital services, including operating system, IP address, and browser data.

• Social preferences, interests, and activities.

When you contact us or we contact you, or when you participate in promotions, contests, surveys, or questionnaires about our services, we may collect:

• Personal data you provide when contacting us by email, post, phone, or social networks (e.g., your name, username, and contact details).

• Data about emails and other electronic communications we send to you that you open, including the links they contain and you click.

• Your comments and feedback on customer surveys and questionnaires.

Other Sources of Personal Data

We may use personal data obtained from other sources, such as specialist information providers, partner distributors, and public records.
Your insurance company and its agents and medical staff may exchange relevant personal data and special category data with us where we/they need to act on your behalf or in the interests of other customers, or in an emergency.
If you sign in using your social media credentials (e.g., Facebook, Instagram, or LinkedIn), you agree to share your user data with us, such as your name, email address, date of birth, location, and any other information you choose to share.
We may use closed-circuit television (CCTV) footage recorded inside or around our stores, premises, and other buildings.

Personal Data You Provide About Other People

We use personal data you provide about other individuals, for example those included in your booking.
When you provide personal data about others, you must ensure they agree and authorize you to do so. You must also ensure, where applicable, that they understand how we may use their personal data.

How We Use Your Personal Data

We use your personal data in different ways, as described below:

To deliver the products and provide the services you request

We need to process your personal data to manage your account or booking, deliver the products and provide the services you wish to contract, and assist you with any orders and refunds you request.

To manage and improve our products, services, and day-to-day operations

We use personal data to manage and improve our products, websites, mobile apps, customer loyalty or recognition programs, and other services.
We monitor how our services are used to help protect your personal data and to detect and prevent fraud, other crimes, and misuse of the services. This helps ensure you can use our services safely.
We may use personal data to respond to and manage security operations, accidents, or similar incidents, including for medical or insurance purposes.
We use personal data for market research and internal research and development, and to develop and improve our product and service range, stores, IT systems, security, know-how, and our channels of communication with you.
We use CCTV footage to help ensure the safety of everyone who works or is present in our stores, premises, and other buildings, and for the prosecution of crimes. We may also use footage to establish, exercise, or defend our legal rights.

To personalize your experience

We want to ensure that marketing communications about our products and services, and those of our suppliers and partner distributors—including online advertising—match your interests.
To do this, we may use your personal data to better understand your interests and determine which other products, services, and information might interest you most. We can then personalize our communications to be more relevant and engaging for you.
Reviewing your browsing and purchasing patterns helps us understand you better as a customer and allows us to offer personalized deals and services.
We may also measure your responses to marketing communications relating to the products and services we offer, enabling us to provide those that best meet your needs as a customer.
If you do not wish to receive a personalized service, you can change your preferences at any time online, by phone, or in writing. We will update our records as soon as possible.

To contact and communicate with you

We want to serve you better as a customer; therefore, if you wish to contact us—for example, by email, post, phone, or via social networks—we may use personal data to assist you and provide support.
We need to process your personal data to manage any promotions and contests you wish to take part in, including those we run with our suppliers and partner distributors. This would be the case, for example, if you won a prize.
To help us understand you better as a customer and to deliver services and marketing communications (including interest-based online advertising), we may combine personal data collected when you shop in our stores with personal data collected on our websites, mobile apps, and other sources.

Marketing

From time to time, we may send you interesting offers and news about our products and services through various channels, including email. We may also send you information about products and services from other companies we believe may be of interest to you. We will only send you such marketing if you have previously agreed to receive these communications.
When you book or register with us, we will ask whether you wish to receive marketing communications. You can change your marketing preferences at any time online, by phone, or in writing. The choice is entirely yours; however, if you opt out of marketing, you may miss out on great offers and promotions that could be of interest to you.
You may still receive service-related communications, such as booking confirmations and important information about how to use our products or services.

Market Research

As we value your opinion to improve our products and services, we may contact you for market research purposes. You can always decide whether or not to participate.

Sharing Personal Data with Suppliers and Partner Distributors

To provide the products and services you request, we may share personal data with suppliers relating to your travel details, such as airlines, hotels, and transport companies.
We work with carefully selected suppliers who perform some functions on our behalf, such as companies that help with IT services, data storage and combination, marketing, market research, payment processing, and the delivery of products and services.
We may need to share personal data to establish, exercise, or defend our legal rights, including providing personal data to third parties to prevent fraud and reduce credit risk.
When we share personal data with other organizations, we require them to ensure its security and commit not to use your personal data for marketing purposes.
We only share the minimum personal data necessary for our suppliers and partner distributors to provide their services to you and to us.

Sharing Personal Data with Regulatory Authorities

To enable you to travel, it may be mandatory (if required by authorities at departure and/or arrival points) to disclose and process your personal data for immigration, customs control, security, counter-terrorism, and any other purposes they consider appropriate.
We may share the minimum necessary personal data with other public authorities if the law requires or permits us to do so.

Protecting Your Personal Data

We understand the importance of protecting and managing your personal data. We take security measures to help protect your personal data from accidental loss and unauthorized access, use, alteration, and disclosure.
The personal data we collect about you may be transferred to and stored outside the European Economic Area (EEA). It may also be processed by organizations operating outside the EEA that work for us or for one of our suppliers. We apply appropriate safeguards to ensure your personal data remains properly protected and is processed in accordance with this Policy. Such safeguards include, without limitation, suitable contractual clauses—such as the European Commission’s Standard Contractual Clauses—and appropriate security measures.

Data Retention

We will retain your personal data only as long as necessary for the purposes described in this Privacy Policy and/or as required by legal and regulatory obligations. We will then securely delete your personal data. If the data is later needed for analytical, historical, or other legitimate business purposes, we will take steps to anonymize it.

Cookies and Similar Technologies

Cookies are small data files that allow a website to collect and store certain information on your desktop, laptop, or mobile device. Cookies help us provide important features and functions on our websites and mobile apps, and we use them to improve your customer experience.

Links to Other Websites

Our websites or mobile apps may contain links to websites operated by other organizations that have their own privacy policies.
Please read their terms and conditions and privacy policy carefully before providing any personal data on another organization’s website, as we do not accept any responsibility or liability for other organizations’ websites.

Social Media Features

Our websites or mobile apps may include social media features, such as Facebook, Instagram, and LinkedIn, which have their own privacy policies.
Please read their terms and conditions and privacy policy carefully before providing any data, as we do not accept any responsibility or liability for those features.

Accessing and Updating Your Personal Data, Including Complaints

You have the right to request a copy of the personal data we hold about you, although you should be able to access the personal data associated with your account or booking online. You may write to us to request a copy of other personal data we hold about you.
Please provide all information that will help us identify and locate your personal data. Where we can grant access, we will do so free of charge, except where additional copies are requested—in which case we may charge a reasonable administrative fee.
We want to ensure that the personal data we hold about you is accurate and up to date. If any of the data we hold is incorrect, please let us know. We will update or delete your data unless we must retain it for legitimate business reasons or legal obligations.
You may also request the rectification or deletion of your personal data and object to its processing.
If you wish to make a complaint, please contact us at: This email address is being protected from spambots. You need JavaScript enabled to view it..
If you have a complaint about how we collect, store, or use your personal data, you may also contact the data protection officer.
We may ask you to verify your identity before taking any action concerning your request or complaint.

Key Concepts

• Data controller: The data controller decides the purpose and manner of using personal data.

• European Economic Area (EEA): EU Member States plus Norway, Iceland, and Liechtenstein.

• Online advertising: Marketing messages that may be seen on the internet.

• Special categories of personal data: Categories of personal data concerning racial or ethnic origin; political opinions; religious or philosophical beliefs; trade union membership; health data; and data concerning a person’s sex life or sexual orientation.