Privacy & Cookie Policy

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as:

"any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person".

Travel Compensation Services Ltd (TCS) is a wholly owned subsidiary of Tracsis plc and is a service that was developed with the sole intention of making it easier for UK rail operators to process and automate claims for compensation for delays and cancellations encountered by passengers on their journey. We do this by providing rail operators with a font end web portal where passengers can submit their claims (including the journey details, ticket information and personal information) back office processing systems to facilitate the management of delay repay claims within the rail operators processing centres.

In addition to the delay repay claim processing application we also provide rail operators with CRM capability to manage all enquiries from customers and integrate to other third-party systems pulling together one view of the customer profile. Through these platforms TCS assist rail operators with the management of enquiries, complaints, delay repay claims, providing a central repository for passenger claim history and journeys, presenting all the required information in an easy user friendly proposition.

Travel Compensation Services is registered at the UK Information Commissioner’s office under registration number: ZA138787and is registered in England and Wales under Company registration number 10390176 at Leeds Innovation Centre, 103 Clarendon Road, Leeds, England LS2 9DF.

This privacy notice tells you how we, Travel Compensation Services Limited, will collect and use your personal data submitted to us via this site. We will use your information provided from our ‘Contact Us’ form to answer your queries and provide you with information relating to your query of contact request.

It helps us to understand how best to improve our service and products.

We may use your data to:

  • Improve our products and services
  • Improve the TCS website user experience
  • Respond to your specific enquiry

We also make use of cookies, further information about cookies can be found here - http://www.aboutcookies.org/

By using our website and agreeing to this policy and our Terms and Conditions, you consent to the use of your data and cookies in accordance with the terms of this policy.

In order for us to provide you with a response to your specific query we need to collect personal data. In any event, we are committed to ensuring that the information we collect and use is appropriate and authorised for this purpose, and does not constitute an invasion of your privacy.

In terms of being contacted for marketing purposes Travel Compensation Services Limited will not contact you for this purpose.

Travel Compensation Services Limited will process (collect, store and use) the information you provide in a manner compatible with the EU’s General Data Protection Regulation (GDPR) as provided by our Users. We will endeavour to keep your information accurate and up to date, and not keep it for longer than is necessary. Travel Compensation Services Limited is required to retain information in accordance with the law, such as information needed for income tax and audit purposes. How long certain kinds of personal data should be kept may also be governed by specific business-sector requirements and agreed practices. Personal data may be held in addition to these periods depending on individual business needs.

  • Name and email address

The personal data we collect will be used for the following purposes:

  • To respond or facilitate a response relating to your query.
  • Where your query relates to a claim for compensation submitted to a rail operator we will forward the query and your name and email address to the rail operator in question as it is the rail operator that will respond to you. We do not respond in any circumstances to a query relating to a contact with or from a rail operator.

It is necessary for TCS to use your personal data to respond to or facilitate a response to your query. We have a legitimate interest to submit your query to the rail operator when your query relates to a claim you have submitted to that rail operator for compensation. It is the rail operator that will respond in those cases.

Where your query relates to a TCS product or offering we have a legitimate interest to respond to your query directly.

We do not knowingly collect or store any personal information about children under the age of 16. If you are under 16 please get your parent’s or guardian’s permission before you provide any personal information.

Our aim is not to be intrusive, and we undertake not to ask irrelevant or unnecessary questions. Moreover, the information you provide will be subject to rigorous measures and procedures to minimise the risk of unauthorised access or disclosure. Travel Compensation Services will use your email address as a core means of communication, to respond to your query when the query relates to products and services offered by TCS. Our legitimate interest in doing so is to ensure that we obtain our customers feedback to continually improve our products.

We may pass your personal data on to third-parties contracted to Travel Compensation Services Limited in the course of dealing with you. Any third parties that we may share your data with are obliged to keep your details securely, and to use them only to fulfil the service they provide you on our behalf. When they no longer need your data to fulfil this service, they will dispose of the details in line with Travel Compensation Services Limited’s procedures.

If your contact with TCS relates to a claim or enquiry submitted to a rail operator we will pass on your details to that rail operator to respond to your query directly. If we wish to pass your sensitive personal data onto a third party, we will only do so once we have obtained your consent unless we are legally required to do otherwise.

Information that we collect and store may be processed in countries which do not have data protection laws equivalent to those in force in the UK and European Economic Area and you agree to the transfer of personal information as described in this policy for the purpose of data investigation, resolution and testing. Any data transferred outside of the European Economic Area is protected by Contract Arrangements and we do our upmost to ensure that our partners have the appropriate security measures in place.

Travel Compensation Services Limited will process personal data while responding to the enquiry and will store the personal data for a period of:

  • We will delete your personal data (name and email address) within 30 days of responding to your query, unless the query results in an engagement that is ongoing. We will delete your data within 30 days of the conclusion of the engagement or upon facilitating onwards transmission to your rail operator

At any point while we are in possession of, or processing your personal data, you, have the following rights:

Right of access - You have the right to request a copy of the information that we hold about you.

Right of rectification - You have a right to correct data that we hold about you that is inaccurate or incomplete.

Right to be forgotten - In certain circumstances, you can ask for the data we hold about you to be erased from our records.

Right to restriction of processing - Where certain conditions apply to have a right to restrict the processing.

Right of portability - You have the right to have the data we hold about you transferred to another organisation.

Right to object - You have the right to object to certain types of processing such as direct marketing.

Right to object to automated processing, including profiling - You also have the right not to be subject to the legal effects of automated processing or profiling.

Right to judicial review - In the event that Travel Compensation Services Limited refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.

All of the above requests will be forwarded on should there be a third party involved in the processing of your personal data.

Travel Compensation Services Limited at your request, can confirm what information we hold about you and how it is processed. If Travel Compensation Services Limited does hold personal data about you, you can request the following information:

  • Identity and the contact details of the person or organisation that has determined how and why to process your data. In some cases, this will be a representative in the EU.
  • Contact details of the data protection officer, where applicable.
  • The purpose of the processing as well as the legal basis for processing.
  • If the processing is based on the legitimate interests of Travel Compensation Services Limited or a third party, information about those interests.
  • The categories of personal data collected, stored and processed.
  • Recipient(s) or categories of recipients that the data is/will be disclosed to.
  • If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.
  • How long the data will be stored.
  • Details of your rights to correct, erase, restrict or object to such processing.
  • Information about your right to withdraw consent at any time.
  • How to lodge a complaint with the supervisory authority.
  • Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
  • The source of personal data if it wasn’t collected directly from you.
  • Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

Travel Compensation Services Limited accepts the following forms of ID when information on your personal data is requested:

  • Passport, driving licence, birth certificate, utility bill from last 3 months.

In the event that you wish to make a complaint about how your personal data is being processed by Travel Compensation Services Limited (or third parties as described above), or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Travel Compensation Services Limited’s Data Protection Officer.

The details for each of these contacts are:

By consenting to this privacy notice you are giving us permission to process your personal data specifically for the purposes identified.

Consent is required for Travel Compensation Services Limited to process personal data, but it must be explicitly given. Where we are asking you for sensitive personal data we will always tell you why and how the information will be used.

You may withdraw consent at any time by using our Contact Us form.

We use a select number of trusted Third-Party providers to help us provide Services to our Users. TCS only shares information with the Third Party that is required for the service they are offering and contractually bind these providers to keep any information shared with them as confidential and to be used only for particular purposes. For example, TCS has providers that process fulfilment transactions (i.e. PayPal), support the internal ticketing/support system, and manage the marketing communications. In addition, it is necessary to share personal information with Amazon Web Services which stores the information within their servers, solely related to the storage facilities. By using TCS Users explicitly consent to and authorise us to the sub-contract in this manner.

Travel Compensation Services Limited may update this policy from time to time by publishing a new version on our website.