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Privacy Policy
SOTC Travel Limited (Formerly known as SOTC Travel Private Ltd).believes that customer who books or looks for any services at www.sotc.in has the right to know about the privacy policy that is followed by us. For the trust the client has on SOTC, we value the right to your privacy.
The idea of this policy is to educate the user as to what personal information is being captured by us and where the same is being used. It describes the principles and practices that apply to Personal Information (defined below) collected from users of our services (you) on our Site, in telephone or e-mail communications, or in interviews, surveys, sweepstakes, contests, or raffles.
In short
We will not collect Personal Information without your knowledge and permission
We will not knowingly disclose your Personal Information to third parties, except as provided in this Privacy Policy
We will take reasonable steps to protect the security of the Personal Information we collect from you. For unregistered users
For unregistered users
We encourage you to register with us in order to book services on our website and to take advantage of our customization features. However, you may choose not to register and take advantage of any feature of our site where registration is not required.
If you do not register, then the information we collect from you is limited.
We log your IP address in order to help diagnose problems with our server, administer our Web site and track usage statistics.
Your IP address may vary each time you visit, or it may be the same, depending on whether you access our site through an always-on type of Internet connection (e.g., cable modem or DSL), or through a dial-up connection (e.g., VSNL, MTNL etc). Either way, it would be extremely difficult for us to identify you through your IP address, and we make no attempt to do so.
If you reached our site by clicking on a link or advertisement on another site, then we also log that information. This helps us to maximize our Internet exposure, and to understand the interests of our users. All of this information is collected and used only in the aggregate; that is, it is entered into our database, where we can use it to generate overall reports on our visitors, but not reports about individual visitors.
We also place a small file known as a cookie on your computers hard drive. A cookie may contain information that allows us to track your path through our Web site and to determine whether you have visited us before. However, unless you register with us, it contains no personally identifiable information that would allow us to identify you. Cookies cannot be used to read data off of your hard drive, and cannot retrieve information from any other cookies created by other Web sites. We use cookies in this manner to help us understand how visitors use our site, and to help us to improve our site. You may refuse to accept a cookie from us by following the procedures specific to your Web browser. Although you may do so, you may find that your browser reacts strangely when visiting not only our Web site, but other Web sites as well. Since cookies dont provide us with any information from which we can identify you, we suggest you allow us to place one on your computer.
If you visit our site by clicking-through from a site operated by one of our partners, and you have registered with that partner, then certain information about you that you have provided to that partner may be transmitted to us. You should review the privacy policy of the Web site from which you reached our site in order to determine what information was collected and how you agreed that our partner could use that information. Regardless of what information was transmitted to us, however, we dont keep it unless you register with us.
Registered Users
All users who choose to register themselves on our site www.sotc.in will be able to do online transactions with us. You will be able to purchase / book our services offered herein.
If you register with us, we will collect personal information from you in addition to the non-personal information described above. That personal information may include your name, email address, mailing address, telephone number, travel preferences, passport number, user name and password. The information we collect may vary, but we only collect the information that you manually enter into our forms. We may store all or some of that information in a cookie file on your hard drive, so that our system will recognize you each time you visit our site. In that way, we can save your preferences from visit to visit and present you with a customized Web site, without requiring you to log into our site every time you visit. To improve services and enhance personalization, we may periodically obtain information about you from other independent third-party sources and add it to your registration information. Additionally, authorized personnel may update your registration information to accurately reflect any new information included in communications received from you.
If you visit our site by clicking-through from a site operated by one of our partners, and you have registered with that partner, then certain information about you that you have provided to that partner may be transmitted to us. You should review the privacy policy of the Web site from which you reached our site in order to determine what information was collected and how you agreed that our partner could use that information. We may or may not retain that information; if we do, then we will only use it in accordance with our privacy policy, regardless of the policy of the partner site from which you came to us.
If you reach our site through one of our partners (whether or not you have registered with our partner), and you choose to register with us, we may be required to give our partner some or all of your registration information. We will only do so in accordance with this policy, but we cannot control how our partner uses the information. If you have questions about our partners privacy policy, you should review their policy before providing information to us. Of course, you can ensure that the personal information you provide to us is not shared with our partners (except in accordance with this policy), by visiting us directly instead of clicking-through from one of our partners.
When you Purchase Products or Services for a third party
When you Purchase Products or Services for a third party using your Member ID and password, we will collect that third party's name and contact information, and other information as required by the travel service provider(s), so that we can complete the booking.
How we use the personal information we collect
We use the personal information we collect to help both of us! As we mentioned above, registering with us allows you to personalize our Web site so that it is most useful to you. It also allows you to log into our site automatically each time you visit, rather than manually typing your user name and password every time. By registering you can also track your history of transactions that you have done on our site which is available in the form of a Dossier. We may also use this information to periodically contact you with news or important information or to request your feedback on our site. In addition to these periodic updates, we may email you additional materials, but only if you specifically request them. These might include opt-in newsletters and other materials that you proactively request.
In addition to these communications, if you have provided an email address, we may use your personal information to send you notifications about special offers or to tell you about opportunities available from our partners. You may opt-out of any or all marketing communications in any commercial e-mail we send or at any time, as well as access and update your personal information, by visiting www.sotc.in.
Disclosure of your personal information
SOTC does not sell or rent any personal information to any third party, other than our partners, as discussed in this policy. We may aggregate personal information from all of our users and provide that information in the aggregate to other parties, including advertisers, for marketing and promotional purposes. However, if we do so, that information will not be in a form that will allow any third party to identify you personally.
We may share some of your personally identifiable information with our subsidiaries and sister companies around the world that are committed to providing you with a comprehensive array of travel packages and services to meet your travel needs. Sharing this information allows us to better understand the ways in which our various product and service offerings can assist travelers. It also enables us to provide you with information about travel opportunities in which you might be interested. We do not place restrictions on the use of personal information by our subsidiaries, or affiliates but they will treat it at least as protectively as they treat information they obtain from their other users. They also will comply with applicable laws governing the transmission of promotional communications, and give you an opportunity in any such email that they send to choose not to receive such promotional e-mail messages in the future.
We also may share your personal information with third-parties specifically engaged by SOTC to provide services such as Airlines, Hotels, Ground Handlers, Insurance Companies, Product Companies and advertising agencies, in which case we will require those parties to agree to use any such personally-identifiable data solely for the purpose of providing the specified services to you. We may also use the information to provide to government agencies like RBI, Banks etc as per the laws of the country. As you might expect, SOTC must cooperate with legal authorities, and may in some circumstances be required to disclose personally identifiable information in response to requests from law enforcement authorities, or in response to a subpoena or other legal process. We dont expect this to happen, but if it does, we will provide only the information required. In other words, we will not simply turn over our database in response to a specific legal requirement. We also may share your information in connection with a corporate transaction, such as a divestiture, merger, consolidation, or asset sale, and in the unlikely event of bankruptcy.
How you can review and update your personal information
You can review and update the personal information you have provided through the registration process by visiting www.sotc.in.
Steps we take to protect your personal information
SOTC has implemented security procedures to help protect the personal information stored in our systems. For example, we limit access to personal information about you to employees who we believe reasonably need to come into contact with that information. We also employ processes (such as password hashing, login auditing, and idle session termination) to protect against unauthorized access to your personal information.
Minors
Minors (as defined under the laws of their jurisdiction or residence) are not eligible to register for, use, or Purchase the Products or Services available on our Site. We do not knowingly collect Personal Information from any Minor, and will not use this information if we discover that it has been provided by a Minor.
Retention and storage
We will retain your Personal Information in our databases in accordance with our document management, retention and destruction policy and applicable laws. This period may extend beyond the end of your relationship with us, but it will be only as long as it is necessary for us to have sufficient information to respond to any issues that may arise later. For example, we may need or be required to retain information to allow you to obtain credit for trip your Purchased but had to cancel. We may also need the retain certain information to prevent fraudulent activity; to protect ourselves against liability, permit us to pursue available remedies or limit any damages that we may sustain; or if we believe in good faith that a law, regulation, rule or guideline requires it.
Your Personal Information will be stored in secured locations, and on servers controlled by SOTC, located either at our offices, or at the offices of our service providers
Third Party Advertisers
Third parties advertise on our Site. We do not share any Personal Information about you with these advertisers unless you give us permission to do so, separate from any permission you provide during the Member registration process. These advertisers may seek to use cookies and pixel tags to track Session Data about the ads you have seen and types of things in which you appear interested. These advertisers may also use combined information about your visits to our Site and other sites in order to provide advertisements about related goods and services that may be of interest to you.
When you click on one of these advertisers links, you are leaving our Site and entering another site. We are not responsible for such third partys sites. You should carefully review the privacy statements of any other site you visit, because those privacy statements will apply to your visit to that site, and may be very different from our policy.
Opting-Out
As part of the registration process, we give you the ability to receive via e-mail or direct messaging information about our Products and Services, updates to our Site, customized advertisements and promotions that are targeted to your specific interest, such as flight specials, promotions, contests, sweepstakes and other travel opportunities available on our Site and/or sponsored by our travel service providers and advertisers. We send this information directly ourselves, or via third party service providers.
If you do not opt-out from receiving these communications about our Site, we will send them to you.
Links
For your convenience, our Site provides links to other sites. When you click on one of these links, you are leaving our Site and entering another site. We are not responsible for such third party sites. You should carefully review the privacy statements of any other sites you visit, because those privacy statements will apply to your visit to such other sites.
Changes to this Privacy Policy
We reserve the right to change this policy should we deem it advisable to do so. If we make material changes that will affect personal information we have already collected from you, we will make reasonable efforts to notify you of the changes and to give you the opportunity to amend or cancel your registrations.
A COMPREHENSIVE GUIDE TO SAFE TRAVEL
Standard Operating Protocols In The COVID-19 Era
Dear Customer,
Across Thomas Cook India & SOTC, we have spent the last 2 months talking to our customers to fully understand their concerns and priorities when it comes to travel in this, the aftermath of COVID-19.
The outcome, is a comprehensive program designed entirely with one purpose only – the health and safety of customers when they travel.
I am proud to present the Thomas Cook & SOTC Assured – Safe Travel Program in association with Apollo Clinics - the most respected name in the Indian healthcare sector, to jointly set the benchmark of customer safety for travel.
As part of the Assured Program, we have examined every customer touch point, right from enquiry via our websites or apps, interactions with our call centres, virtual visits via calls or video calls with our nearest branch – all to ensure contactless, safe interactions.
During the stages of our customers’ travel, they will find a host of measures put in place - across airports & airlines and then at every stage of their journey with our transport, hotel, restaurant and attractions partners.
Our intent is that our Assured Program, serve as a handy guide/reference point that would assist all our stakeholders in the Travel & Tourism Industry achieve a single common goal. Safe travel for all Indians.
Regards, Madhavan Menon Chairman & Managing Director Thomas Cook India Limited Group
Passport is valid for a minimum period of 6 months from the date of return
Customer is expected to wear a face mask; if not, the same will be provided
Customer temperature check is done maintaining social distance
If customer body temperature is above pre-defined mark, he / she will not be allowed entry to the outlet
Customer will be requested to use the hand sanitizer at the entrance
The doors will be operated by the security/gatekeeper to avoid contact and ensure hygiene.
The customer is warmly welcomed with a “Namaste” post all checks. A handshake is not allowed
All staff to undergo mandatory health & safety (H&S) training
Only staff who have passed the online H&S test are permitted to work at office premises
Daily self declaration to be submitted by all employees before leaving for work
Health checks performed include:
a - Check of staff residence – must be in a green / safe zone
b - Only staff using a personal vehicle will be allowed; with apt social distancing maintained in vehicle
c - Mandatory staff self-assessment to be done on a daily basis via
Aarogya Setu app – which must indicate “safe” status
All staff must be wearing masks; gloves to be ideally won by customer facing staff, otherwise hand hygiene to be strictly followed
Sanitizer bottle is to be placed at each customer-facing desk
Strict social distancing norms to be followed in the outlet- between staff and customers
Fumigation treatment of entire office area-as a one-time activity, pre reopening. Usage of Viroff753 & Virex II 256 by a reputed vendor
Surface disinfection and cleaning- conducted on a daily basis
Usage of Dettol / RelyOn Virkon / DSC- disinfectant surface cleaner in prescribed form by a reputed vendor
WHO / ICMR Guidelines - Standards and chemical compositions to be ensured
Hand sanitizers to be placed at appropriate locations, including reception
Washrooms to be stocked with liquid soap and tissues
Adequate stock to be procured of hand sanitizer, disinfectants for office cleaning, tissue, liquid soap, masks, etc.
New seating plan to be followed basis social distancing norms - including dining areas
Health safety and security guidelines to be displayed in the office and strictly followed
MEASURES
Outlets to be reopened only post health / zone based clearances - checked and confirmed from the local authorities
TRAINING
Branch level & zone level H&S officers identified
Certification of safety officers on guidelines defined by the organization [including Tour Managers]
CHECKPOINTS
All staff need to score 100% on these online assessments before commencing daily duty
Quarterly refresher training & assessment for all staff
Training to be done for security and housekeeping staff
Each branch & region to have a safety officer
Safety officers need to ensure that the safety guidelines are followed
Safety quality check done on daily basis
WhatsApp group of safety officers to ensure any new update is passed on a real time basis
Training material finalisation as per Apollo Corporate Handbook for safety post the COVID-19 pandemic
Identification of safety officers (including tour manager group)
Safety officers training (1 session for all)
Safety officers to train zonal staff
Quarterly refreshers
Online assessment
All information (Itinerary, visa, booking form) provided to customer via digital platforms only. Paperless process.
Customer is advised to avoid re-visiting the outlet; instead to connect with executives on call / video chat
Customer receives booking confirmation via phone / e-mail within 24 hours
Customer is recommended to download the company’s Customer Service mobile app (CSE)
Documents check list for visa submission to be sent to customer via e-mail
A list of health safety guidelines to be sent to customer before visiting the
Consulates / processing centres for visas / biometrics / interviews
Customer is instructed to abide by the guidelines laid out at these places, strictly
Customer is recommended to send all the Visa documents via reputed Courier service only and avoid branch visit / manual physical contact
Payment to be done via e-payment as far as possible
VISA STATUS
Status of visa process like document verification, submission, etc. will be updated to customer on regular basis via SMS / e-mail
Customer can check the status on CSE mobile app
Customers to buy their foreign exchange online via website / app
Customer to be sent a payment link using which customer will make payment
Accordingly, cash / card will be delivered to customer’s address (card to be loaded once customer confirms receipt of the same)
Once customer’s visas are approved and payment is done, tour documents, hotel vouchers, air tickets, visa documents will be uploaded on the CSE app
Customer can have on-demand post booking support on voice / video call
Customer to complete web check-in and carry printed boarding card before leaving for the airport
Customer to wear mask and gloves
To arrive at airport at least 4 hours before the flight
Aarogya Setu app is mandatory to be showed at the airport
Customer takes the self-assessment test on the day of flying
Customer is recommended to follow all SOPs laid down by airport authorities from check-in counter to boarding gates and ensure social distancing throughout
Boarding to be followed as per the sequence announced by airline, maintaining social distancing
Once customer is inside the aircraft, he / she is recommended to follow the instructions and guidelines provided by flight attendants
Assured Program is enforced to ensure a common minimum adherence of H&S protocols across: transportation, attractions, restaurants & hotels
Regular cleaning / sanitisation of all common / frequently used surfaces using WHO recommended cleaning agents/compositions
All staff interfacing with customers to wear mask and gloves and maintain social distancing
Strict hygiene and safety protocols to be followed in dining areas, with adequate social distancing
Group tour customers will be received by tour manager (TM) / local representative outside destination airport
TM will take him / her to coach / vehicle for transfer to hotel
Baggage to be disinfected at the time of airport pickup
All coaches and transfers provided to customer to be thoroughly sanitized and cleaned- both exterior and interior – as per local H&S protocols
All the customers are to use hand sanitizer every time they step out of bus
Guest will be provided with sanitizer bottles and packet of tissue before boarding the coach
Gloves compulsory for drivers and those boarding luggage
All coach drivers to have COVID-19 free certificate displayed
Coach to also have infrared thermometer for temperature checks
All the coach drivers to be well informed about Indian Embassy and COVID-19 diagnosis centres at each location
Coach drivers to be well equipped with personal health Insurance too
Please note: All individual / FIT / ad hoc travellers being received by taxis / mini vans etc. to follow similar protocols
Mandatory temperature check before entering the hotel premises
Strict social distancing norms at hotels and restaurants
Mandatory hand sanitization at hotels and restaurants
In case of porterage, porters to wear hand gloves while carrying bags
Staff to follow in-house hygiene procedures and protocols of the respective country
In-house cleaning protocols to be followed by hotels
Disinfecting to be done of floors, lobby, stairs and toilets on regular intervals
Baggage of each customer to be disinfected at entrance
Suggest hotels and restaurants to use disposable cutlery or ensure high standards of cleaning
Restaurants to cater to one group at a time
Packed dinner to be provided for customers who remain in the coach
Restaurant must have H&S certificate from local authorities
300 ml water bottles to be provided. Warm drinking water to be made available
Restaurants to operate at half capacity - to ensure social distancing
All touch points like washroom knobs to be regularly sanitised
All attractions that customer visits are selected by Thomas Cook / SOTC only if they have strict health safety and security guidelines with certification from local authorities
All respective SOPs to be obtained in advance as a part of itinerary
Fast-track tickets to be provided for customised travellers to avoid standing in queue and to maintain social distancing
All the cruises SOPs must be obtained by Thomas Cook & SOTC in advance and ensure strict health safety measures – and have apt certification
Guidelines to be followed by customer strictly and checked by TM (for group tours)
Before the travel begins, customer is required to submit a doctor / medical practitioner
‘FIT TO TRAVEL’ certificate to Thomas Cook or SOTC and is recommended to be carried on tour
At any given point of time while interacting with Thomas Cook & SOTC staff or fellow travellers, customer is expected to wear face mask and carry sanitizer bottle on tour
Required to maintain strict social distancing inside Thomas Cook & SOTC outlets, on tour with fellow travellers and other foreign citizens on foreign land
Customer is recommended to read the airport and destination country guidelines in detail before leaving home and follow the guidelines strictly
Thomas Cook & SOTC to share pre-departure video that contains necessary information regarding guidelines, preventive measures and SOP which is supposed to be watched and carefully followed
Travel insurance (at least 2 copies) to be carried by each customer
Certification to be obtained per trip – for health and insurance.
Both to be carried at all times.
In case required by local authorities, quarantine on arrival to be ensured
Each TM to carry contact list of Indian Embassy and local approved medical facilities in each destination being visited
Regular check of customers and partners / suppliers to ensure