Privacy Policy

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This Privacy Policy was last changed on February 5, 2019.

Expand the sections below to review our privacy policy in detail.

Part I - Section for Global Application



The Website Terms and Conditions and the Cookie Policy are incorporated herein found at the footer of the www.virginvoyages.com website.
Who we are and who this policy applies to

This privacy policy (this “Privacy Policy”) is intended to inform you (you are referred to in this Privacy Policy as “you”, “your”, “yours” or “yourself” and collectively with others as "users") how Virgin Cruises Intermediate Limited whose registered office is located at 1000 S. Pine Island Road, Suite 600, Plantation, Florida 33324 (“Virgin Voyages", "we”, “us” or “our”) may collect, use and disclose your personally identifiable information (“Personal Information”) and other information through our website located at www.virginvoyages.com and our mobile app (together referred to as the “Website”) as well as through our pages on other online channels and social media, such as Facebook, Instagram, and Twitter (collectively, the “Social Media”) and offline such as telephone calls (together the Website, Social Media and telephone calls referred to as the “Sites”).

We have a philosophy about the way we interact with our users. If you hear from us, we will always aim to be respectful, relevant and appropriate. If at any time you don’t feel we’ve lived up to our philosophy, please let us know straight away by getting in touch with us at ahoy@virginvoyages.com or by post to 1000 S. Pine Island Road, Suite 600, Plantation, Florida 33324 or by telephone (954) 361-9500.

How the terms of the privacy policy may be modified

We may change, modify, alter or otherwise update this Privacy Policy and how we handle the Personal Information we collect and process at any time. 

If we change anything important about this Privacy Policy (the information we collect, how we use it or why) we will highlight those changes at the top of the Privacy Policy and provide a prominent link to it for a reasonable length of time following the change and/or send you an email highlighting the key changes.

Any material changes in the way we use Personal Information will apply only to Personal Information collected after the relevant material change, unless we obtain your consent in accordance with applicable law. All other changes and modifications are effective upon posting of the new Privacy Policy. You can see the last time that changes to this Privacy Policy have been made by checking the “Last changed” date at the beginning of this Privacy Policy.

The current version of this Privacy Policy is accessible via the footer on each page of our Website and will be clearly accessible from our Social Media pages. We will also bring this Privacy Policy to your attention verbally during telephone calls.

How we collect information

Virgin Voyages will collect, use and disclose your Personal Information and other information as described in this Privacy Policy. The information we hold about you comes from the way you engage with us, for example when you do any of the following:

  • use and browse our Website;
  • submit information or make a general enquiry via our Website, by email, phone or otherwise;
  • complete forms;
  • book a cruise or reserve a cabin ("Booking" or "Bookings") via our Website or by telephone;
  • submit content on the Sites (known as Your Submissions);
  • submit booking information; 
  • correspond with us by direct message, email, phone or otherwise;
  • submit survey responses and sweepstakes entries; and/or
  • contact us by phone, email or communicate in any other way with Virgin Voyages and Virgin Voyages' third party providers with whom you communicate directly. 

If you book a cruise, we may conduct onboard photography and videos which may include sound recordings. If required by applicable law, we will obtain your consent via a separate agreement or otherwise for the use of such photography and videos.

We may obtain Personal Information or non-Personal Information from third parties such as our service providers, vendors, independent contractors, business partners, sponsors, and other sources (such as from offline records or publicly available information). We may combine Personal Information we collect with information that we obtain from these sources. We will treat any such combined information as Personal Information.

What information we collect

Personal Information

Account Information: We will provide you with an account ID and password that allows you to login to the Website and modify or update your account data on the Website. You shall be solely responsible for the confidentiality of your ID and password and for any authorized or unauthorized access to the Website by any person using your ID and/or password. You agree to notify us immediately of any unauthorized use of your password, ID, or any other breach of security discovered by you.

Sites Use: We may receive and store any information you enter through your account, the Sites or provide to us in any other way. The types of Personal Information collected may include, where applicable, your name, user name, address, citizenship, residency, email address, phone number, gender, birthdate, account ID and password, your image, words, and actions in photos or videos that you upload through your account or the Website, information you provide when you contact us or, when applicable, to make a Booking with us, transaction history, IP address, Site use information, browser information, type of user, type of cruise preference, location information, blogs, stories and all information within Your Submissions. 

Communications: When you sign up for an account, make a Booking and/or use certain features of the Website, we may use your personal data to send you marketing communications. Where required by applicable law we will obtain your consent prior to sending any direct marketing communications to you. You can subsequently manage some of your messaging preferences by clicking "unsubscribe" on marketing emails or contacting ahoy@virginvoyages.com, but note that you cannot opt-out of receiving transactional, administrative, legal or technical messages from us. 

We may collect information you provide us through customer service correspondence and general feedback. We may store Personal Information that you provide through communications to us, including information received from phone calls, letters, emails and other electronic messages, or in person.

Other information: We may collect information sent to us by you that may be relevant to the fulfilment of a Booking request. This information may, but, is not limited to your name, your family members or details of disabilities / special requests in relation to the Booking.

Technical Information and Non-Personal Information

We may collect and store technical information provided by your computer or mobile device in connection with your use of the Sites, such as your browser type, type of computer or mobile device, browser language, IP address, mobile carrier, phone number, unique device identifier, advertising identifier, location (including geolocation, beacon based location, and GPS location) and requested and referring URLs. 

We may de-identify or aggregate Personal Information to create non-Personal Information. We may combine certain information about your use of the Sites with similar information that we obtain from other users for use in an aggregate or anonymous manner. We will treat as Personal Information any non-Personal Information that is combined with Personal Information.

Why and how we use your personal information

We will use your Personal Information where:

  1. this is necessary to enter into or perform our contract with you, including, but not limited to, the processing and administration of Bookings – for example, using your contact details and payment details in order to provide the cruise / cabin that you have requested / reserved.
  2.  this is necessary to comply with legal or regulatory requirements – for example, disclosure of information in connection with law enforcement purposes.
  3. this is necessary as in the public interest – for example, undertaking anti-fraud screening and verifying your identity.
  4. we have collected your consent – for example, in order to send you direct marketing messages.  
  5. this is necessary for the purposes of our legitimate interests including:
  • providing you with the services that you request from us;
  • processing your booking, giving you a refund, on-boarding you as a customer, providing products and services to you, communicating with you about your Booking;
  • allowing you to post Your Submissions;
  • to contact you in the course of providing services to you;
  • for internal record keeping and account creation;
  • improving the content of the Sites;
  • to adapt the Sites to your needs;
  • to carry out surveys;
  • understanding how you use our products, services and the Sites;
  • understanding and responding to your feedback; 
  • researching and analysing the services you want and the assistance you may need;
  • improving our services;
  • understanding the type of products and services you buy and how you use them;
  • personalising our offers so we're better able to provide offers and ideas that are relevant to you;
  • to administer sweepstakes, contests, competitions or promotions including to check whether you are eligible to enter;
  • maintaining a public profile on both traditional and Social Media;
  • ensuring that debts are paid;
  •  maintaining suppression records to ensure we have a record of your objection to direct marketing (if given);
  • assessing the number of visitors, posts, page views, reviews and followers in order to optimise future marketing campaigns; 
  • for insight purposes (for example, to analyse market trends and demographics, and develop the service which we offer to you or other individuals in the future); and
  • transfer of personal data in relation to the sale, transfer or re-organisation of all or part of our business and the acquisition of business.

Legal requirements

We need to collect certain types of information for compliance with legal requirements relating to our customer identity verification obligations. If suitable identity documentation (such as a valid passport) is not provided we cannot agree to provide our cruises or other products or services to you.

Your Personal Information may also be processed if it is necessary on reasonable request by a law enforcement or regulatory authority, body or agency or in the defence of a legal claims. We will not delete Personal Information if relevant to an investigation or a dispute. It will continue to be stored until those issues are fully resolved.

Payment information

When you enter payment information through our Website we do not collect or store this data, and you provide this information directly to the relevant third party payment provider who will act as data controller in relation to any payment information. We use such third party payment providers for payment, analytics, and other business services. If you purchase anything from us including via our third party payment providers, they will collect your payment information. 
You can learn more about our third party payment providers, including purposes for processing your Personal Information and read the relevant privacy policy by visiting the applicable third party payment provider's website. 
The information that could be requested for the payment processing and Booking services available via the Website includes:

  • contact information provided to us, by you, in order for us to fulfil a Booking request;
  • contact details, such as name, postal address, telephone number, email address;
  • financial and transaction data, such as credit, debit card or bank account information; and
  • other personal data, such as date of birth.

Direct marketing

We may use certain Personal Information to market to you, by sending you emails to promote our products and services – if required by applicable law we will only do this with your consent.

If we send you emails to promote our services, unsubscribe instructions will be included. You can withdraw your consent (if applicable) and unsubscribe to receiving direct marketing from us at any time by following our email unsubscribe instructions or by emailing us at ahoy@virginvoyages.com. You may not opt-out of receiving communications regarding your transactional, administrative, legal or technical messages about the Sites or our services.

Analysis and marketing

We may display offers, promotions, products or services from us or from our business partners or advertisers on the Sites, which we think will interest you based upon the Personal Information we collect from you.
We also use third party tools, including Facebook Custom Audience and related tools provided by Facebook to provide advertising to you on other websites (including Social Media networks such as Facebook). Facebook Custom Audience is a tool provided by Facebook which matches our customers and visitors with a Facebook user in order to provide advertising to them on the Facebook platform. For this purpose, we share your information with these third party providers (for example Facebook) and use cookies or similar technologies on our Sites to analyse the effectiveness of our advertising including on other websites.

For more information about the use of data by Facebook, please click on the following link: https://www.facebook.com/privacy/explanation.To opt-out of Facebook Custom Audiences, please adjust your social advertising settings at https://www.facebook.com/ads/settings or use the opt-out features in the Facebook advertisement.

When and why we share your personal information

We may share your Personal Information if:

  1. you specifically request this, such as when you submit Personal Information to inquire about jobs or submit a job application through the Website (if such functionality is offered by us);
  2. we are required to do so to comply with the law, regulations, subpoenas, or with the direction of the courts, regulators or other authorities;
  3. we feel it is reasonably necessary to prevent illegal activity or to protect our interests or the safety of others; 
  4. in connection with the sale, transfer or other sharing of some or all of our assets including without limitation, in connection with a merger, reorganization, or sale of assets, or in the event of bankruptcy;
  5. external hosting providers in order for the administration of our Sites (or any other online platform operated by us); and / or
  6. required by our own professional advisors and auditors for the purpose of seeking professional advice or to meet our audit responsibilities.

We share your Personal Information with our employees, contractors, and third party service providers  to help provide and improve our services to you, so that third party service providers can provide services (such as regarding the trips and activities that such third party service providers provide) requested by you and to carry out surveys and user analysis to understand your needs and preferences. For instance, we will share your Personal Information with our email host and our email newsletter distributor. 

We also may share your Personal Information in any manner in its de-identified or aggregated form, including sharing some broader statistics and user profiling information with third parties (provided always that all information shared is de-identified or aggregated and as such you cannot be identified from such information).

Keep in mind, when you share and post Your Submissions using the Sites, Your Submissions may be public and may be viewed by and available to anyone and can be seen or accessed through online search engines, APIs, and offline media. 

How long we keep your information

We will keep your Personal Information for as long as it is reasonably necessary. How long we keep it depends very much on the type of Personal Information and purpose for which it was collected.

The criteria we use to determine the retention period for certain categories of Personal Information is as follows:

  1. whether you have an account with us;
  2. whether you have outstanding Bookings;
  3. whether there are contractual obligations that exist that require us to retain the Personal Information for a specified period of time;
  4. whether there is any ongoing legal claim that relates to any Booking you have made with us, or that is otherwise related to your relationship with us;
  5. whether any applicable law, statute, or regulation allows for a specific retention period; and
  6. what the expectation for retention was at the time the Personal Information was provided to us.

Cookies

We use cookies that identify your browser or device. They collect and store information when you visit our Website about how you use it.

For more information about cookies, the types of cookies we use and how we use them please see our Cookie Policy which may be found at the footer of the virginvoyages.com Website.

The efforts we make to secure the website

We have in place industry standard security procedures as to how your Personal Information is stored and used, and to try to prevent any unauthorized access or misuse of it. 

Our policies regarding information about children

The Sites are intended for general use of persons who have reached the age of majority or consent in their jurisdiction of residence. Persons between thirteen (13) years of age and the age of majority or consent in their jurisdiction of residence may only use the Sites with consent and supervision of a parent or legal guardian. The Sites are not targeted to anyone under thirteen (13) years of age. Virgin Voyages does not knowingly collect Personal Information from anyone under thirteen (13) years of age. If we learn that we have inadvertently collected Personal Information from anyone under thirteen (13) years of age, we will promptly delete or redact such information from our records. If you believe that we have collected information from a person under the majority or consent in their jurisdiction of residence, please contact us at ahoy@virginvoyages.com.

If Your Submission contains images or Personal Information related to anyone under the age of majority or consent in their jurisdiction of residence, you may not post, upload, or share Your Submission unless you are the parent or legal guardian of the referenced child. By submitting Your Submission to us, you represent that you are the parent or legal guardian of any child in Your Submission, and you waive all claims relating to any Personal Information of a child referenced or shown in Your Submission.

Links to other websites

The Sites may contain links to websites or Social Media of third parties. We don’t have any control over the content of any of the sites or Social Media at these links, and we take no responsibility for any information you may give the websites or other Social Media. Other websites have different privacy and security policies. Once you visit another website, you are subject to the provisions of the privacy policy and other terms of such website and not by this Privacy Policy.

Sending us your information

We are based in the United States and when you submit Personal Information through our Sites this is sent to us in the United States. 

Notice of privacy rights of California residents

Virgin Voyages may disclose your Personal Information to our affiliates or other third parties for their use in the marketing of their products or services to you unless you request that we do not do so (“Opt-Out Policy”). You may make such a request by sending us an email at ahoy@virginvoyages.com or mailing your request to:

Virgin Cruises Intermediate Limited
1000 South Pine Island Road, Suite 600
Plantation, FL 33324

RE: Disclosure Request

When contacting us, please indicate your name, address, email address, to which of the Sites your request pertains, and what Personal Information you do not want us to share with third parties for their direct marketing purposes. There is no charge for controlling the sharing of your Personal Information or for processing this request.
If you are a California resident and have provided Personal Information to a business with an Opt-Out Policy and that business is required to respond to such requests, you may be entitled by law to request certain information regarding disclosures of Personal Information made by to third parties for the third parties’ direct marketing purposes during the immediately preceding calendar year (“Disclosure Request”). Such a business is not required to respond to more than one Disclosure Request per customer each year, or to respond to requests made by means other than through the contact information designated by the business for such purposes.

If you are interested in making a Disclosure Request, please send us an email at ahoy@virginvoyages.com. In the Disclosure Request, specify that you seek your “California Customer Choice Privacy Notice.” Please allow thirty (30) days for a response, but understand that we are entitled by law to respond to your Disclosure Request by notifying you of your right to prevent the disclosure of Personal Information pursuant to our Opt-Out Policy, and by providing you with a cost-free means to exercise that right.

Talk to us

If you have any queries, comments or complaints regarding this Privacy Policy, please just get in touch with us at ahoy@virginvoyages.com or by post at 1000 S. Pine Island Road, Suite 600, Plantation, Florida 33324 or by calling (954) 361-9500.

Part II - Enhanced UK and European Union Requirements and Compliance with the General Data Protection Regulation ("GDPR")

Your rights

Depending on various factors, you may have rights in relation to your Personal Information. These rights will apply only some of the time. If you would like to use, or talk to us about, any of these rights, please contact us at PrivacyOfficer@virginvoyages.com
 

Access You can ask us if we are using or storing your Personal Information and, if we are, you can request a copy of your Personal Information.  This means you can receive a copy of the Personal Information we hold about you and some other information about it to check that we are lawfully processing it.  
Correction You can request that any incomplete or inaccurate Personal Information we hold about you is corrected. If you notice that any Personal Information we hold about you is not right, please let us know and we can arrange for this to be corrected.
Erasure You can ask us to delete or remove Personal Information in some circumstances. We may refuse a request for erasure such as where the personal data is required for compliance with law or in connection with legal claims.   
Restriction You can ask us to suspend the processing of your Personal Information for example if you want us to check the Personal Information is correct or the reason we are using your Personal Information.
Transfer You may request the transfer of certain of your Personal Information to another party. 
Objection Where we are using your Personal Information based on a legitimate interests (or those of a third party) you may challenge this.  However we may be entitled to continue processing your Personal Information based on the our legitimate interests or where this is relevant to legal claims.  

If you want to exercise any of these rights, please contact our privacy officer in writing at PrivacyOfficer@virginvoyages.com.

You also have a right to lodge a complaint with a supervisory authority, in particular in the Member State in the European Union where you are habitually resident where we are based or where an alleged infringement of Data Protection law has taken place. 

If you are resident in the UK you can make a complaint to the Information Commissioner's Office (Tel: 0303 123 1113 or at www.ico.org.uk). 

International data transfers

We store our information in the United States which does not have equivalent data protection laws to those applicable in the EU and UK. However, to ensure your Personal Information is properly protected in line with EU and UK data protection law we enter into suitable contracts with third party service providers and we will only transfer data from the United States to jurisdictions outside the scope of the GDPR where the appropriate safeguards set out in the GDPR are in place. 

Please contact us at PrivacyOfficer@virginvoyages.com if you would like further information on the specific safeguards used by us when transferring your Personal Information.


 

Part III - Enhanced Canadian Requirements

 

This section applies if Canadian law applies to you, for example, if you use our Sites while in Canada.
 
Your rights

Depending on various factors, you may have rights in relation to your Personal Information. These rights will apply only some of the time. If you would like to use, or talk to us about, any of these rights, please contact us at DataOfficer@virginvoyages.com
 

Access You can ask us if we are using or storing your Personal Information and, if we are, you can request a copy of your Personal Information.  This means you can receive a copy of the Personal Information we hold about you and some other information about it to check that we are lawfully processing it.  
Correction You can request that any incomplete or inaccurate Personal Information we hold about you is corrected. If you notice that any Personal Information we hold about you is not right, please let us know and we can arrange for this to be corrected.

If you want to exercise any of these rights, please contact our privacy officer in writing at PrivacyOfficer@virginvoyages.com.

You also have a right to lodge a complaint with the Canadian Privacy Commissioner.