CUSTOMER PRIVACY POLICY

We value our clients’ trust
Keeping client information secure, and acting in accordance as our clients would expect us to is of top priority.

1. Before the trip, we will collect certain information from you which is: your full name, date of birth, gender (i.e. male/female/other), title, postal address, phone number, email address, next of kin, dietary requirements, height and weight, travel insurance details, passport details (including nationality and city of birth), passport scan, visa application, visa page scan;
2. We will safeguard, according to strict standards of security and confidentiality, any information our customers share with us.
3. The data we gather is used to keep in touch with clients and business partners, to plan and carry out travel services on their behalf, and for a variety of other purposes, such as: sending newsletters; surveying clients and partners to assess our performance; accurately planning travel and event schedules; managing international travel services for clients; facilitating payment for travel services rendered; and maintaining ongoing business communications with clients and partners.
4. We will permit only authorized employees, who are trained in the proper handling of customer information, to have access to that information.
5. We will not reveal customer information to any external organization unless we have previously informed the customer in disclosures or agreements, or are required by law.
6. Whenever we hire other organizations to provide support services, we will require them to conform to our privacy standards.
7. If we change our information handling practices or other privacy aspects, we will post those changes on this privacy statement, at least 30 days prior to their implementation.

What we promote is what we offer
Communication and information about tours and activities prior bookings are multiple yet accurate. This allows guests and agency partners to have a clear understanding of what is offered, how and at what price. We work to provide travelers with more and more sustainable options in terms of transport, activities, accommodation and restaurants.

COMPLAINT HANDLING PROCEDURE

In our effort to be a responsible travel agency, we work to uphold and improve our reputation for offering you superior goods and services. In this process, we take complaints as constructive elements of better development.

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. When a complaint occurs, here is our procedure:

If complaints occur during your tour:

• You can just simply refer to your guide who will in turn report back to our Operation Team.
• An internal check will be promptly performed
• We will then get back to you or your guide with a solution and corrective actions.

If complaints occur after your tour upon your return:
Please contact us at https://www.asev-travel.com/eng/contact-us/

We kindly ask you to notify us of the nature of your complaint immediately or as soon as possible to give us time to rectify the situation.