OUR TEAM

Our team of friendly Tour Managers are all accomplished musicians who understand the complex and special requirements of ensembles on tour. Our tour planning team will work with you to determine your group’s musical goals, budget, size, travel dates and itinerary. You will then be assigned a dedicated Tour Manager who will work with you until departure – we will be with you every step of the way including by phone 24/7 whilst on tour. 

Tour Planning

Richard

Richard Savage

Chairman

Richard is our Chairman, a professional singer and all-round travel expert. Having been with the company  since 1983 you can speak to Richard about any aspect of tour planning, especially for long-haul tour destinations. You can also direct any feedback his way.

Nick

Nick Abbott

Director

Nick is an organist, singer, and tour-planning expert. Based in Seattle, he specialises in devising tour itineraries and budgets for North American choirs, orchestras and bands travelling to all parts of Europe and beyond.

Helen

Helen David

Director

Helen is a violinist and leads our operations team. She is an expert on central Europe, France and Switzerland. Contact Helen about operations, including orchestral logistics, instrument transportation and memberships & associations.

Nigel

Nigel Morley

Tour Consultant

Nigel is a pianist and conductor of several orchestras including the Lincolnshire Youth Orchestra. With over 30 years’ experience of touring, he’s also our planning expert on Poland, Spain and Germany. Speak to Nigel about new enquiries for UK groups and for concert tours by train.

Tony

Tony Hastings

Tour Consultant

Tony has 35 years’ experience of arranging concert tours all over the world for ACFEA. He now works on special projects for ACFEA and Specialised Travel, whilst still pursuing a parallel career as a director of Concerts from Scratch/The Really Big Chorus.

Dan

Dan Porterfield

Planning & Tour Manager

Dan is an oboist and our expert on the Baltics & Russia, the Balkans and tours involving outreach. Speak to Dan about new enquiries for UK groups, trucks & carnets, visa support, marketing, conferences & the website.

Becky

Becky Shaftoe

Senior Tour Manager

Becky is an oboist and leads on our Safety Management System. She is also our expert on Scandinavia, the U.K, Portugal and tours for Baroque ensembles. Get in touch with Becky about any Health & Safety questions.

Julia

Julia Vivian

Planning & Tour Manager

Julia is a viola player and our expert on South Africa, China, Romania, Central Europe and tours for Orchestras & Jazz bands. Talk to Julia about new enquiries for UK groups and instrument transportation.

Julia

Julia Vivian

Planning & Tour Manager

Julia is a viola player and our expert on South Africa, China, Romania, Central Europe and tours for Orchestras & Jazz bands. Talk to Julia about new enquiries for UK groups and instrument transportation.

Orchestra recieving applause from full audience in the Palau in Barcelona
Organist practicing
Chorus and Orchestra performing to large audience
Orchestra performing to full cathedral audience
Full audience in La Madaleine, Paris
Adult choral society performing
Choir in red cassocks performing with string ensemble to full church
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Richard

Richard Savage

Chairman
Richard worked as a courier for ACFEA and Specialised Travel whilst a student at Oxford University where he took an MA in Materials Science, was Chairman of the University Choir and a Lay Clerk in Christ Church Cathedral. He purchased the company in 1983 and has combined his travel career with that of being a professional singer, having over 150 CD recordings to his credit. He still appears regularly with ensembles like the King’s Consort, Polyphony, Tenebrae, Concert d’Astree, BBC Singers and Sonoro amongst others.
Nick

Nick Abbott

Director

Currently based in Seattle, Nick received his degree in Music at the University of Cambridge and was organ scholar of Girton College. Prior to joining ACFEA, he combined post-graduate studies in Musicology at the University of Bristol with work as a conductor, organist, accompanist and baritone. He has toured throughout much of Europe, North America and Asia.

Helen

Helen David

Director

Following a degree in Music from Sussex University, Helen worked for the Philharmonia Orchestra as Tour Manager for 15 years. In this role she travelled widely across Europe, the USA and the Far East. Helen studied the violin at the Guildhall School of Music and Drama and has sung with the BBC Symphony Chorus on various occasions.

Nigel

Nigel Morley

Consultant

Nigel has had a varied musical career, including founding Legato Tours in 2000. ACFEA took over the operation of Legato Tours in 2008. Nigel has held a range of positions including accompanist with the CBSO Chorus, lecturer with Nottingham University and Director of Conducting at Keele University. He is currently conductor of the Lincolnshire Youth Orchestra.

Tony

Tony Hastings

Consultant

Tony is a graduate of Sussex University and worked previously in music publishing and artist management. Until recently, he was a member of the choir of Bath Abbey, and sings regularly with Bath Camerata, one of the UK’s leading chamber choirs.

Dan

Dan Porterfield

Planning & Tour Manager

Dan studied the oboe at Birmingham Conservatoire before joining the City of Birmingham Symphony Orchestra, administering their community choruses. After moving to London in 2012, Dan worked at the Royal College of Music and the Guildhall School of Music and Drama, assisting the orchestral and chamber faculties, before joining the team at ACFEA in 2015. As well as his passion for the arts, Dan also has a love for travel and has travelled extensively worldwide.

Becky

Becky Shaftoe

Senior Tour Manager

Following her degree in Music, Becky trained in arts administration at the London Sinfonietta before spending five years organising concerts and education projects for the London Symphony Orchestra. In her role as LSO Tours Manager she travelled widely across Europe and the USA. Becky plays the oboe and, prior to joining ACFEA, taught English in Spain.

Julia

Julia Vivian

Planning & Tour Manager

Following a degree in music from Royal Holloway, Julia worked for the Musicians Answering Service, New London Orchestra and the BBC Symphony Orchestra before moving to the BBC Proms & Radio 3 Live Events team in 2012. Most recently she worked with the Boston Symphony Orchestra at Tanglewood Festival. She is a keen traveller and enjoys hiking and cycling amongst other outdoor activities.

Memberships

ACFEA tour consultants are full members of:

IATA Accredited
ATOL-logo
stf-new 1
Council for Leaning Outside the Classroom logo
ABTA with STL number

ACFEA proudly supports the work of the following organisations through corporate membership

Association of British Orchestras logo
Association of British Choral Directors logo
Music Mark Corporate Partner logo
Music Teachers Association logo
British association of Symphonic Bands and Wind Ensembles logo
Making Music logo

SUBSCRIBE

Why not subscribe to our mailing list for the latest news from ACFEA?

TOUR COURIERS

ACFEA’s policy is for all of our tours to be accompanied by an experienced courier who acts as tour manager for your group. Their job is to assist with the smooth running of all operational aspects of the tour, ensuring that you and your staff’s time can be spent on musical and pastoral matters – and of course, enjoying the trip!

We select couriers with facilities for language and leadership. They will be fully briefed before departure and will hold a wide range of back-up contact information. During the tour they are encouraged to constantly call ahead to smooth the path for the group on all aspects of its travels. They will assist with hotel check-ins, meals, reminding suppliers of dietary and medical requirements, and will liaise with the responsible people for all your concert venues. During the tour they are your first point of contact should you have any queries about any aspect of your arrangements, including the unlikely events of either a complaint or an emergency.

Although our couriers will be familiar with most of the areas you are to visit, they cannot be expected to lead guided tours unless they hold the requisite licenses. Also, our couriers cannot be held responsible for matters relating to discipline within the group. We would encourage you to share any “house rules” with them in advance so they can help you, your staff and chaperones (if applicable) in such matters.

We believe strongly that a good courier and a good working relationship between courier and tour leader can add immensely to the success of a tour. We hope you will happily endorse that view at the conclusion of your trip!

Website Terms & Conditions

Website Terms of Use

This page (together with any documents referred to on it) explains to you the terms of use on which you may make use of the website (www.acfea.co.uk) (“the Website”).  Please read these terms of use carefully before you start to use the Website.  By using this Website, you indicate that you accept these terms of use and that you agree to abide by them.  If you do not agree to these terms of use, please refrain from using the Website.

Terms of use

  1. The Website is operated under the trading name and registered trade mark ‘ACFEA’ by Specialised Travel Limited, a company registered in England and Wales under company number 01472055 whose registered office is at 3rd Floor, Craven House, 40-44 Uxbridge Road, London W5 2BS (“the Company” or “we”).  We are a fully bonded member of ABTA and the IATA.  We also hold an ATOL licence and are also a member of the AITO. 
  2. We have a link through to ACFEA USA (www.acfea.com) whereby further information is provided on ACFEA tours originating in North America.  These are operated by our sister company ACFEA North America.
  3. Access to the Website is permitted on a temporary basis and we reserve the right to withdraw or amend the service provided on the Website without notice.  We shall not be liable if for any reason the Website is not available at any time or for any period.  From time to time, we may restrict access to some parts of the Website, or the entire Website, if required.  We aim to update the Website regularly and may change the content at any time.  We may therefore have to suspend access to the Website, or close it if necessary.  Any of the material on the Website may be out of date at any given time and we are under no obligation to update such material.
  4. You are responsible for making all arrangements necessary for you to have access to the Website and for ensuring that all persons who access the Website through your internet connection are aware of these terms and that they comply with them.
  5. We shall not be liable for and accept no responsibility for any information presented by a third party including, but not limited to, pricing, liability in connection with any products, bookings and cancellations made directly with a third party, or any other transactions between you and a third party, and the performance of the contract entered into between you and the third party or any circumstances that may arise during your holiday.
  6. We do not guarantee that the information displayed on the Website is accurate. We make every attempt to keep the content on this Website as up-to-date as possible, but (in accordance with Clause 2) are under no obligation to do so.
  7. Where we publish and control information on the Website, we will use all reasonable endeavours to correct errors or omissions as quickly as practicable after being notified of them. However, because of the complex technology that is required in operating the Website there may be times when obvious errors occur.  For example, this may result in a price, product or service or other detail displayed being incorrect. We will endeavour to correct this information as quickly as possible.
  8. All holidays, tours and packages shown on the Website are subject to availability and you must always check with the Company to see whether a holiday, tour or package is available prior to arranging any booking.  You may book a holiday, tour or package with the Company by contacting the Company using the details on the ‘Contacts’ page on this Website.  Any bookings made will be subject to the Booking Conditions applicable at the time you make your booking, as provided by the Company.
  9. Any links provided on the Website to other websites are not intended to provide an endorsement by the Company (unless otherwise specified) and we will have no liability or responsibility for the content of this or those websites whatsoever.  You must not establish a link to this Website from any other website without the Company’s explicit written consent.
  10. We cannot guarantee that the Website is free from infection by viruses or anything else that has contaminating or destructive properties.  You must not misuse the Website by introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.  You must not attempt to gain unauthorised access to the Website, the server on which the Website is stored or any server, computer or database connected to the Website.
  11. Any destination/attraction/tour/travel guide information on this Website written or provided by the Company is purely for information.  We endeavour to ensure that such information is accurate however we provide no guarantee that such information is accurate.  This information does not form part of your agreement with the Company and is provided solely as additional background content.  We shall not be held liable in any way whatsoever for any inaccuracy, misunderstanding or expectation drawn from this content.
  12. All rights in the Website, including copyright, the content and design of the Website, is owned by the Company or used under licence from third party owners.  Any use of this Website or its contents, including copyright or storing it or them in whole or part, other than for your personal or non-commercial use is prohibited without the permission of the Company.  You are prohibited from copying, modifying, transmitting, distributing, selling, displaying, licensing or reproducing any content including images and other media on this Website for any commercial purpose.
  13. The transmission of unlawful, threatening, defamatory, pornographic, political or racist material is strictly prohibited.
  14. If you breach the provisions of these Terms of Use, we shall suspend or permanently terminate your access to the Website.
  15. To the maximum extent permitted by law, we disclaim all liability, representations, warranties, whether express or implied by statute, custom or usage relating to the information contained in or services offered on this Website.  This does not affect your statutory rights under English law.  We shall not be liable for any losses or damages (whether direct, indirect or consequential) whatsoever, whether in contract, tort (including negligence), or otherwise arising from this Website, or from any interruption or delay in accessing this Website. 
  16. Any material you upload to the Website will be considered to be non-confidential and non-proprietary and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose.
  17. We process information about you in accordance with the Privacy Policy displayed on the Website from time to time.  By using the Website you consent to such processing and you warrant that all data provided by you is accurate. 
  18. These Terms of Use may vary from time to time.  By using this Website you accept that you are bound by the terms and conditions in force at that time and displayed on this page.
  19. If any part of these Terms of Use or any document referred to herein is illegal or unenforceable, such portion(s) shall be excluded from these Terms and Conditions and any relevant document to the minimum extent required and the balance of these Terms and Conditions and any relevant document shall remain in full force and effect and enforceable.
  20. These Terms of Use and any documents or policies referred to herein shall govern the entire relationship between the parties to the exclusion of any other terms.
  21. It is not the intention of the parties to confer any rights on any third parties by virtue of this Agreement and accordingly the Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms of Use.
  22. These Terms of Use and any disputes that may arise between you and the Company will be governed by the laws of England and Wales and the parties shall submit to the jurisdiction of the English courts.

BREXIT & MUSICIANS

Following the UK’s departure from the EU, we expect there to be very little change to your touring experience with ACFEA. We’re ensuring that all of our clients are aware of the new requirements for UK passport holders and allowing for extra time on itineraries for additional checks at the border. For further guidance on the new requirements, please visit: https://www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein

Our Chairman, Richard Savage, was instrumental in setting up a Zoom meeting with the Secretary of State for the Department for Digital, Culture, Media & Sport (DCMS), Oliver Dowden on 25 May to give him “real world” input from “creatives” who regularly travel to the EU to perform. It was clear that the Secretary of State is fully aware of the complex logistics involved in the touring of Orchestras & Choirs to the EU.

We have clarified that musical instruments travelling into and out of the EU with their owners do not need to be declared at customs. Instruments sent out separately by truck may require additional documentation (such as an ATA carnet). Your Tour Manager will be able to provide further information.

We know that many of our clients are having to operate in challenging circumstances also. I’m sure we are all looking forward to the return of regular live music-making and indeed touring; we are ready to start discussing ideas and plans whenever you are! 

Richard Savage
Chairman & CEO, ACFEA Europe

7 June 2021

COVID-19

ACFEA Tour Consultants’ operations in 2020 and 2021 have of course been severely impacted by the Covid-19 pandemic. A number have re-booked for 2022 and 2023 and we are now receiving new enquiries. Our unique network of exclusive representatives who live in key destination countries keep us continuously updated on the local openings of concert venues, churches etc and the current protocols surrounding performances in their region. We are pleased to report that we very successfully operated our first socially distanced concert for a Youth Orchestra – in Innsbruck – in October 2020. Our UK team are on flexible furlough and are working from home. We ask for your patience in trying to reach us – an email may elicit a faster response.

Richard Savage
Chairman & CEO, ACFEA Europe

7 June 2021

Visas & Carnets

Visas

It’s important to double-check whether any of your group members require a visa to travel. UK passport holders can visit https://www.gov.uk/foreign-travel-advice to check the latest entry requirements for your destination. For passport holders of other countries, please visit https://www.iatatravelcentre.com/ to check the latest entry requirements.

Some of our destinations – including Russia, India and China – require UK passport holders to obtain a visa or e-visa before travel. Whilst we are unable to apply for visas on your behalf, we do provide a visa support service to ensure you have the paperwork required for your application.

Carnets

Following the UK’s departure from the EU, we have clarified that musical instruments travelling into and out of the EU with their owners do not need to be declared at customs. However, we do advise that you carry confirmation of ownership in some form and copies of your insurance documentation. Instruments sent out separately by truck may require additional documentation (such as an ATA carnet). Please speak to your Tour Manager for more information.

Concert Publicity

Our local concert representatives work with their contacts such as tourist boards, local community & charity organisations and the venues themselves to publicise your concerts on your behalf. We use a combination of online publicity as well as the creation of vibrant flyers and posters to ensure your concerts are well attended.

Promotional Materials

The content and quality of the background materials and recordings that we send out on behalf of groups are very influential in securing the best possible performance opportunities. Presentation is important, as potential hosts and promoters tend to assume that the quality of promotional material reflects the quality of the group.

We can’t sell you unless you sell yourself first!

In preparing the materials needed, please consider the following suggestions which have proved effective in the past.

The Recording

We ask that you send us a good quality recording of 20 minutes of contrasting repertoire, similar to the programme you will give on tour. The simpliest way to do this is by sending us a YouTube/SoundCloud link or similar. Alternatively we can also accept recordings via online file transfer providers such as WeTransfer. 

Tour Repertoire

Please let us know your proposed repertoire as soon as possible. This is usually the first information that venues and promoters want. We need to know titles, durations, whether the pieces are accompanied or a cappella, and the full names and dates of the composers, with brief biographies if they are not mainstream composers. For performing rights reasons, the names of the publishers may also be required so it’s worth keeping a note of this information too.

Group Information

Please put together a short biography for your group. Here are some suggestions as to what to include:

• How long has your group been together?
• What repertoire do you perform and where?
• When does the group rehearse and how often?
• What do most of your members do when not performing together?
• Do you have social events?
• Where is your group from? What is your area best known for? Is there a tradition of music?
• What interesting performances have you done? Any well-known venues?
• Have you toured before? If so, where & when?
•What are you hoping to get out of the tour and what are your priorities?

Director’s (and Accompanist’s) Biography

Describe their education in terms that people in the countries you are visiting will understand. Bear in mind that they may not realise the significance of some degree terminology and the stature of some of the festivals, groups or concert venues your director and accompanist may have been involved with, so please explain what they are.

Photographs

Good photos are key to publicising your group. We ideally need a selection of high resolution photos for use in print & online. We can accept these in the usual file formats such as .jpeg/.tif/.png etc. and they should ideally be greater than 500 KB in size. If possible, please include formal and informal group shots, plus images of the conductor and soloist if appropriate. Unusual or distinctive pictures stand a much better chance of being published or used in publicity so please do include these if you have any!

Press Material

If possible, please include a press release about your tour and the group together with past reviews of concerts or articles written about you. Include the name of the newspaper or magazine in which the article appears.

For more information, please contact your Tour Manager who will be happy to help.

Instrument Transport & Hire

We know how important your instruments are, and why getting them safely from point A to point B is essential to the success of your tour. Many of our Tour Managers have a background in professional orchestral management, so are fully aware of the care required and complexities involved.

As a division of Specialised Travel, the leading provider of travel services to the professional performing arts world, we have unrivalled expertise in handling the requirements of instrumentalists on the road. For tours by air, our in-house flights team work directly with the airlines every day and can advise on their policies early on in the planning stage. Whether it be for small & medium sized instruments in the cabin, or larger instruments in the hold, you can speak to your Tour Manager about what’s best for your group.

Alternatively, for bulkier instruments, you may wish to consider hiring these locally. Our local concert representatives can arrange top-quality instrument hire for your group, delivered to your hotel or venue. As the availability of instruments can be limited, we advise you speak to your Tour Manager about instrument hire as soon as possible.

For tours by road, depending on the amount of equipment you plan to bring, you can choose between having a trailer or an instrument van. We only work with a handpicked selection of coach providers who have experience working with musical groups. For larger orchestras, arranging an instrument van may be the best solution. Customs regulations may require the van to carry additional documentation (such as an ATA Carnet) and routes need to be checked. 

For the more budget-conscious, a trailer can be arranged for your coach to tow. We suggest that luggage is placed in the trailer and instruments placed under the coach where possible to provide better protection.

Perfectly Matched Venues

Uniquely, our tour planning team are classically trained musicians and take pride in matching your ensemble to the perfect venue.

Working alongside our concert representatives, our eyes and ears in your destination, we only arrange concerts in tried and tested venues which we have visited. Our extensive concert venue database holds a wide range of information about our venues ranging from the acoustics, access, where to change, right down to where the closest plug socket is for your vibraphone!

We also keep detailed records of organ specifications so that there are no surprises for your accompanist on the day!

With the skilled handling of all the technical and logistical details in hand, this leaves you and your musicians to focus on what really matters, your performance!

ACFEA Privacy Policy

Introduction

This is the Privacy Policy for ACFEA Tour Consultants, a division of Specialised Travel Limited, a company registered in England and Wales with company number 01472055, having its registered office at 3rd Floor, Craven House, 40-44 Uxbridge Road, London W5 2BS (“ACFEA”, “We”).

This Policy sets out how ACFEA uses and protects any personal data that you provide to ACFEA (including personal data provided through the website www.acfea.co.uk (“Website”)). We are committed to protecting your personal data and this Policy and tells you about your privacy rights and how the law protects you.

ACFEA provides services to individuals in connection with booking travel arrangements and services, and through providing services to individuals it may collect and process personal data about individuals (“Services”). In addition to this, the Website also collects certain personal data from users, in accordance with this Policy. 

ACFEA and its affiliated Group companies or brands (“STL Group”) are firmly committed to respecting and protecting the privacy of all personal data received or collected, in strict adherence to Data Protection Legislation (defined below) and best business practice.  The STL Group has established this Policy so that you can understand the care with which we intend to treat your personal data.

 

How to contact us

We have a data privacy manager who is responsible (together with our Data Protection Committee) for overseeing questions in relation to this Policy.  If you have any questions about this Policy, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.  If you have any questions regarding your personal data and how we may use it, including any queries relating to this Policy, please contact us at data@stlon.com or writing to our “Data Privacy Manager” at the head office address noted above.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us. 

 

Terminology used

ACFEA’s data protection and privacy measures are governed by the (i)  the General Data Protection Regulation ((EU) 2016/679) (“GDPR”) and any national implementing laws, regulations and secondary legislation, as amended or updated from time to time, in the UK and then (ii) any successor legislation to the GDPR or the Data Protection Act 1998 (“Data Protection Legislation“).

For the purpose of Data Protection Legislation where personal data is provided directly to ACFEA through use of the Website, email, meeting with you or other means where ACFEA is determining the way in which that personal data is processed, then ACFEA will be a data controller of such information.

 

Personal data and Basis for Collection

Personal data means any data or information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

Where ACFEA is acting as a data controller, ACFEA may collect, use, store and transfer different kinds of personal data about you which ACFEA has grouped together as follows:

  • Identity Data includes first name, last name, username or similar identifier, title, date of birth, gender, and passport or national identity card information;
  • Contact Data includes postal address, email address and telephone numbers;
  • Financial Data includes credit / debit card details or other payment information;
  • Transaction Data includes details about payments to and from you and other details of travel services you have purchased from ACFEA;
  • Technical Data includes internet protocol address, browser type and versions, time zone setting and location, browser plug-in types and versions and platform and other technology on the devices you use to access our Website;
  • Profile Data includes purchases or bookings made by you, your interests, preferences, feedback and survey responses;
  • Usage Data includes information about how you use our Services or submit an enquiry or query through our Website;
  • Marketing and Communications Data includes your preferences in receiving marketing from us and Our third parties and your communication preferences;
  • Individual Data – additional information collected from you in relation to the Services We provide;
  • Special Categories of Data includes information relating to disabilities or medical conditions which may affect your holiday arrangements and any dietary restrictions which may disclose your religious beliefs.  Special categories of data may also include ethnicity, sexual orientation or other biometric data, although it is unlikely that We will need to collect all of this type of data from you in connection with your holiday arrangements.

 

If you fail to provide personal data

Where ACFEA needs to collect personal data by law, or under the terms of a contract ACFEA has with you (or our client whom ACFEA acts for) and you fail to provide that data when requested, ACFEA may not be able to perform the contract it has or is trying to enter. In this case, ACFEA may have to cancel the Services but it will notify you (or where appropriate, its client) if this is the case at the time.

 

How is your personal data collected?

ACFEA uses different methods to collect personal data from and about you including through:

  • Direct interactions. You may give us your contact information by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you making a reservation or booking ACFEA for travel Services, when We (or those travel providers for whom we act as an agent) provide your holiday or travel arrangements; or
  • Enquiries information, when made through the Website or by email, including requests for a brochure or further information relating to the Services We offer; or
  • Participation contact if you participate in a competition, survey or other offer that We might make available to you; or
  • Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources such as contact data from providers; or
  • Automated technologies or interactions.  As you interact with Our Website, We may automatically collect Technical Data about your equipment, browsing actions and patterns.  We collect this personal data by using cookies.  Please see Our website terms of use policy www.acfea.co.uk/small-print for further details.
  • Telephone interaction.  We take your details during telephone calls in relation to your Identity Data, Transaction Data, Contact Data, Financial Data, Profile Data and Marketing Data.

 

How ACFEA uses your personal data

ACFEA will only use your personal data when the law allows us to, ie, if we have a legal basis for doing so, as outlined in this Policy or as notified to you at the time we collect your personal data, and for the purposes for which it was collected for, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.  If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do this.  Please note that we may process your personal data without your knowledge or consent, where this is required or permitted by law.

Where we act as the data controller for client contact information, we have set out below in the table a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are, where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact ACFEA if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

 

Purpose/Activity

Type of data

Lawful basis for processing including basis of legitimate interest

 

To register you as a new client and verify your identity (where required) and to provide you with travel arrangements and our  Services

 

(a) Identity

(b) Contact

(c) Financial

(d) Special category data

Performance of a contract with you

Consent (for use of special categories of data)

 

To manage Our relationship with you which will include:

  1. notifying you about changes to Our terms or privacy policy
  2. asking you to leave a review or take a survey
  1. Identity
  2. Contact
  3. Profile
  4. Marketing and Communications

Performance of a contract with you

Necessary to comply with a legal obligation

Necessary for Our legitimate interests (to keep Our records updated and to study how customers use Our services)

 

To process and deliver the Services including:

(a) Manage accounts, payments, fees and charges

(b) contacting you and corresponding about your travel arrangements and our Services

 

(a) Identity

(b) Contact

(c) Financial

 

Performance of a contract

Necessary for our legitimate interests (to recover debts due to us)

To respond to queries and enquiries

 

(a) Identity

(b) Contact

Legitimate interests

To undertake marketing to you

 

  1. Identity
  2. Contact
  3. Marketing and Communications

Consent, unless Our legitimate interests apply and this does not adversely affect your rights as a data subject

 

To administer and protect Our business and this Website (including troubleshooting data analysis, testing, system maintenance, support, reporting and hosting of data)

(a) Identity

(b) Contact

(c) Technical

Necessary for Our legitimate interests (for running Our business, provision of administration and IT services, network security and to prevent fraud)

Necessary to comply with a legal obligation

 

How your personal data may be shared

Where we act as the data controller, personal data processed by ACFEA may be shared as follows:

  • with any member of the STL Group, which means ACFEA’s subsidiaries, ACFEA’s ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006;
  • where ACFEA is under a duty to disclose your personal data to comply with any legal obligation, or to enforce or apply ACFEA’s or terms and conditions and other agreements;
  • to protect the rights, property, or safety of ACFEA, ACFEA’s client, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and for compliance with laws;
  • with the authorities, Foreign and Commonwealth Office or other regulatory or official purpose, as may be appropriate for regulatory purposes; and
  • with third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this Policy.

Third party travel service providers

  • To fulfil your booking arrangements, appropriate personal data will be passed on to the relevant suppliers of your arrangements / any third party supplier / any other third party (including banks and/or credit card issuers) who need to process your personal data so that your holiday can be provided. The information may also be provided to government / public authorities such as customs or immigration if required by them, or as required by law.
  • We will generally use other companies to help provide your travel services, including hotels, airlines, ground handlers and guides, as well as when we mail brochures and send marketing material. We only provide third parties with the personal data they require in order to deliver their services and their use is limited to the services they provide.
  • If We cannot pass your personal data to the relevant suppliers, We will be unable to fulfil your booking.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

Many of Our external third parties are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever We transfer your personal data to countries outside of the EEA to other people or companies it will be for one of the legal bases for processing your personal data as indicated above.  Where We do so, We will take all steps to ensure that any country to which the personal data has been transferred has suitable protection mechanisms in place to protect personal data, including (if applicable) use of EU Model Clauses in any contract with that third party for steps to be taken to keep personal data secure.

 

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

 

Promotional offers from Us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what We think you may want or need, or what may be of interest to you.  This is how We decide which products, services and offers may be relevant for you (We call this marketing).  You will only receive marketing communications from Us if you have either requested information from Us, or you have previously purchased travel arrangements from Us, and you have not opted out of receiving that marketing.

 

Opting out

You can opt-out of receiving marketing communications from Us at any time by contacting Us via the following methods.


1. Email Us at data@stlon.com providing your full name, address and postcode and the email address which you would have originally used.

2 .Write to ACFEA at 3rd Floor, Craven House, 40-44 Uxbridge Road, London W5 2BS

3. Call Our office on 020 8799 8300.

4. You can also be removed from Our email database by clicking the Unsubscribe link located in the footer of all marketing email communications from Us.

5. You can update your preferences by sending an email to data@stlon.com, or telephoning Us on 020 8799 8300.

 

Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

Other than in relation to government / public authorities (over whom We have no control), We take appropriate steps to ensure that anyone to whom We pass your personal data for any reason agrees to keep it secure, only uses it for the purposes of providing their services and does not collect any personal data from you in the course performing their services.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where We are legally required to do so.

 

Personal Data Retention

We will keep your information for as long as We need it for the purpose it is being processed for. For example, where you book a holiday with Us We will keep the information related to your booking, so We can fulfil the specific travel arrangements you have made and after that, We will keep the information for a period which enables Us to handle or respond to any complaints, queries or concerns relating to the booking. The information may also be retained so that We can continue to improve your experience with Us, this will usually be no longer than 7 years after you have travelled with Us.

We will actively review the information We hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained.

 

Your Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to: 

  • The right to be informed – this is information on for what purpose we are processing it and what personal data we are processing.
  • The right of access – you have the right to be provided with copies of the personal data of you that we are processing as well as confirmation of the processing we are doing. You can do this by sending a “subject access request” to the contact details noted above for our consideration.
  • The right to rectification – if you think the personal data that we hold on you is wrong you can tell us and we will fix it.
  • The right to erasure (also known as the right to be forgotten) – if you want us to permanently delete the personal data we hold for you then you can ask us to do so.
  • The right to restrict processing – if you do not like how we are using your personal data then you can let us know and we will stop processing it in that way.
  • The right to data portability – if you want us to pass on your personal data to someone else then please let us know. This transfer should not affect the integrity or otherwise damage your personal data.
  • The right to withdraw your consent – you can withdraw your consent for us to process your personal data (if we have relied on your consent to process your personal data) at any time by contacting us. If we have relied only on your consent as the basis to process your personal data then we will stop processing your personal data at the point you withdraw your consent. Please note that if we can also rely on other bases to process your personal data aside from consent then we may do so even if you have withdrawn your consent.
  • Rights in relation to automated decision making and profiling – if we use either automated decision making or profiling then you have a right to know. Also, we need your consent if either of these are used to make a decision that affects you. As with all consent, you can withdraw it at any time.

To exercise any of the above rights please email your request to: data@stlon.com.

Where you exercise your right to erasure or where information is deleted in accordance with ACFEA’s retention policy, please note that after the deletion of your personal data, it cannot be recovered, so if you require a copy of this personal data, please request this during the period ACFEA retains the data.

Where you exercise your right to request access to the information ACFEA processes about you, you will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive.

Alternatively, we may refuse to comply with your request in these circumstances.

ACFEA will try to respond to all legitimate access requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

If you believe that any of your personal data which We are processing is inaccurate or incorrect please contact Us by calling Our office on 020 8799 8300, by emailing data@stlon.com, or by writing to ACFEA, 3rd Floor, Craven House, 40-44 Uxbridge Road, London W5 2BS.

 

Children

The Website is not intended for children and ACFEA will not knowingly collect any personal data from persons under the age of 18.  Where, as part of the Services being provided and travel arrangements being put in place, We may collect information about children from you to perform such Services and We will treat such information securely.

 

Complaints

If you would like to make a complaint in relation to how ACFEA may have stored, used or processed your personal data, you have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). ACFEA would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

 

External Websites

The Website may, from time to time, contain links to and from the websites of ACFEA partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. ACFEA is not responsible for the content of external internet sites and you are advised to read the privacy policy of external sites before disclosing any personal data.

 

Remember the Risks Whenever You Use the Internet

ACFEA is committed to ensuring that your information is secure and has in place reasonable and proportionate safeguards and procedures to protect your personal data. Whilst ACFEA does its best to protect your personal data, ACFEA cannot guarantee the security of any information that you transmit to ACFEA and you are solely responsible for maintaining the secrecy of any passwords or other account information.

 

Changes to this Privacy Policy and your duty to inform us of changes

As and when necessary, changes to this Privacy Policy will be posted here. Where changes are significant, we may also email all our registered users with the new details, and where required by law, we will obtain your consent to these changes.

 

This Privacy Policy was last updated on 11 May 2018.