Holiday company text my accommodation details to my ex

Beckafett · 2023-12-27T15:08:01+00:00

I'll try and keep this short. In October I went on a booked holiday with a well known UK holiday company. They text the details of the accommodation to my ex husband on the arrival day who's number does NOT show on any of my account details or screens I have on my online account (I have been away with this company several times). My ex contacted me to let me know so I double checked the details weren't entered anywhere and then made a complaint to say I don't know where his number is stored in order for me to delete it as I'm open that I may have provided it to them several years ago when we were still married. I've had to chase and chase for anything more then the original response of 'tell us the number and we will delete it'. AIBU that I don't think this is good enough response from the holiday company?

WhateverMate · 27/12/2023 15:10

No it's not a good enough response and may well breach GDPR.

I'd probably escalate it if you want answers.

IamnotSethRogan · 27/12/2023 15:13

Well I'd say it's annoying but they didn't get it from no where and you say yourself you may have provided it years ago.

LilBooThang · 27/12/2023 15:15

That has the potential risk to be dangerous! What if was abusive and you were "in hiding" from him!?

You definitely need to take this further!

WhateverMate · 27/12/2023 15:21

IamnotSethRogan · 27/12/2023 15:13

Well I'd say it's annoying but they didn't get it from no where and you say yourself you may have provided it years ago.

Under GDPR rules, companies aren't allowed to keep your details longer than necessary for the task they've performed.

So it's unlikely they've kept the number on purpose.

FettleOfKish · 27/12/2023 15:27

@WhateverMate I work for a travel company and off the top of my head without access to our policy today we auto-delete data 180 days after travel unless the client has opted in, in which case we can keep their data for up to a decade (and therefore don't have to ask regular clients for it afresh each time they book).

If they want it all deleting at any point they just ask and we can permanently wipe it all in two clicks, so long as they don't currently have anything booked for the future.

OP, are you opted in to the company's marketing / database? They certainly haven't pulled your ex's number out of thin air, and won't know it's not your current number if they've not been told.

KrisAkabusi · 27/12/2023 15:34

You clearly gave them the number at some point. You've asked them to delete it and they've said that they will. I'm not sure what else you want them to do?

Original poster

Beckafett · 27/12/2023 15:38

IamnotSethRogan · 27/12/2023 15:13

Well I'd say it's annoying but they didn't get it from no where and you say yourself you may have provided it years ago.

Agreed I may have but guess I've not worded it well/ if I can't see it on my account how did I know they still had it and how it would be used?

OP posts:

Original poster

Beckafett · 27/12/2023 15:40

FettleOfKish · 27/12/2023 15:27

@WhateverMate I work for a travel company and off the top of my head without access to our policy today we auto-delete data 180 days after travel unless the client has opted in, in which case we can keep their data for up to a decade (and therefore don't have to ask regular clients for it afresh each time they book).

If they want it all deleting at any point they just ask and we can permanently wipe it all in two clicks, so long as they don't currently have anything booked for the future.

OP, are you opted in to the company's marketing / database? They certainly haven't pulled your ex's number out of thin air, and won't know it's not your current number if they've not been told.

Thanks for this, really helpful. I am opted into marketing but this wasn't a marketing email and I def didn't provide it with this booking? If they would explain their process to me I guess I would feel more comfortable to see how it's been linked.

OP posts:

Original poster

Beckafett · 27/12/2023 15:41

KrisAkabusi · 27/12/2023 15:34

You clearly gave them the number at some point. You've asked them to delete it and they've said that they will. I'm not sure what else you want them to do?

I guess as I can't see it on my account, it's not been provided with this booking and they won't explain what's happening then I'm just a bit uncomfortable with it.

OP posts:

Original poster

Beckafett · 27/12/2023 15:42

LilBooThang · 27/12/2023 15:15

That has the potential risk to be dangerous! What if was abusive and you were "in hiding" from him!?

You definitely need to take this further!

I asked here as although it wasn't a risk I was genuinely wondering if DV survivors would have called up to check to make sure there was no trace? It's not showing on my online account, it's not linked to that booking so I am now wondering if it was my job to call them when we split?

OP posts:

taketheleap · 27/12/2023 15:44

If you provided it when you registered the account and haven't changed it, then the company is not at fault. They have no way of knowing your relationship has broken down and that you no longer use the number. They are not at fault.

FettleOfKish · 27/12/2023 15:44

Just another thought about the system we use; the client's phone number wouldn't appear on their paperwork at all, but we have fields for both home & mobile in the backend. We'd always use home first if we were trying to contact you before / after you'd travelled but mobile for text contact and while you're away.

CrapBucket · 27/12/2023 15:48

This is disgraceful of the company and you are right about the situation it could put DV victims in.

Companies have to be open and transparent about what data they hold, why they will use it, and how you can have it changed or deleted. They have failed in all of that and it would give me no confidence in how they run their business.

Lauren28474 · 27/12/2023 15:50

OP,
Google the CEO email for the company and email them - you’ll reach the highest point in the company their executive response team and they should put things right and give you a proper apology and most likely something to say sorry.

good luck, let us know how it goes xxx

uhtredsonofuhtred1 · 27/12/2023 15:53

This would be incredibly dangerous for me. I triple check every booking for anything to make double sure ive removed any traces of my ex. I would ask the company for further clarification and if they still don't explain how this happened I'd report to ICO.

Original poster

Beckafett · 27/12/2023 16:00

Thanks all, it hadn't dawned on me to contact them about a number that hasn't been on a booking for 5 plus years as I couldn't see it on my online account.
I understand they want to help me by deleting it;
I've asked them for a bit more info so will see what they say.

OP posts:

FettleOfKish · 27/12/2023 16:02

@Beckafett If you request that they delete all data they hold for you then they should do it immediately. When you next book you'll just need to start from scratch supplying the relevant bits again, and if you opt out of everything then can only hold that until a short time after your trip has elapsed.

Morrisons00 · 27/12/2023 16:03

@Beckafett if the number was not added to the accounts could he be fishing for information

Jl2014 · 27/12/2023 16:08

data / privacy breach. Escalate then report the company. Could be incredibly dangerous in other situations such as dv survivors that they have such poor control of their data.

Original poster

Beckafett · 27/12/2023 16:44

FettleOfKish · 27/12/2023 16:02

@Beckafett If you request that they delete all data they hold for you then they should do it immediately. When you next book you'll just need to start from scratch supplying the relevant bits again, and if you opt out of everything then can only hold that until a short time after your trip has elapsed.

Great, thank you- makes sense to do it that way

OP posts:

Original poster

Beckafett · 27/12/2023 16:46

Morrisons00 · 27/12/2023 16:03

@Beckafett if the number was not added to the accounts could he be fishing for information

It was on at some point I believe over 5 years ago when we were married and he sent me a copy of the text which matched the email I got. Sure there is a really simple explanation that their text solution has picked up an old number; id just prefer a better response from the company that I have now asked for

OP posts:

Morrisons00 · 27/12/2023 20:14

Beckafett · 27/12/2023 16:46

It was on at some point I believe over 5 years ago when we were married and he sent me a copy of the text which matched the email I got. Sure there is a really simple explanation that their text solution has picked up an old number; id just prefer a better response from the company that I have now asked for

Show quote history

ah i see,