Privacy Policy

1. Who We Are

The website is operated by:

Makkah Gateway Ltd

Company Number: 13084240

Registered Office: 19 Ritter Street, London, England, SE18 4DT

For the purposes of applicable data protection legislation, Makkah Gateway Ltd may act as the data controller for personal information collected and processed through our website and services.

2. What Information We Collect

Depending on how you interact with us, we may collect the following information.

2.1 Contact Information

This may include:

• Full name;
• Email address;
• Telephone or mobile number;
• Postal address;
• Country of residence; and
• Other contact information you choose to provide.

2.2 Booking and Travel Information

If you make or enquire about a travel booking, we may collect information such as:

• Passenger names;
• Dates of birth;
• Nationality;
• Passport details;
• Visa-related information;
• Flight details;
• Hotel and accommodation information;
• Travel dates;
• Transportation requirements;
• Special travel requests; and
• Other information necessary to arrange your travel.

2.3 Payment Information

When you make a payment, payment information may be processed by our payment provider or relevant financial institution.

Where possible, we do not need to store complete payment-card information ourselves.

Payment providers may process your information in accordance with their own privacy policies and security requirements.

2.4 Communications

We may retain information contained in communications between you and Makkah Gateway Ltd, including enquiries, emails, telephone records where applicable, WhatsApp communications and other customer-service correspondence.

2.5 Technical Information

When you visit our website, certain technical information may be collected automatically, including:

• IP address;
• Browser type;
• Device type;
• Operating system;
• Approximate location derived from technical information;
• Pages visited;
• Website interaction information;
• Referral information; and
• Technical logs.

3. How We Collect Information

We may collect personal information when you:

• Visit our website;
• Complete an enquiry form;
• Request a quotation;
• Contact us by email;
• Contact us by telephone;
• Contact us through WhatsApp or other communication channels;
• Make a booking;
• Make a payment;
• Subscribe to marketing communications;
• Submit a complaint;
• Request a refund;
• Communicate with our customer-service team; or
• Interact with our website using cookies or similar technologies.

4. How We Use Your Information

We may use personal information to:

• Respond to enquiries;
• Prepare quotations;
• Process and administer bookings;
• Arrange flights;
• Arrange hotel accommodation;
• Arrange transportation;
• Facilitate visa-related services where applicable;
• Process payments;
• Communicate with you about your booking;
• Provide customer support;
• Handle cancellations and refunds;
• Investigate and respond to complaints;
• Maintain business and financial records;
• Prevent fraud and misuse;
• Protect our website and systems;
• Improve our services and website;
• Meet legal and regulatory obligations; and
• Send marketing communications where legally permitted.

5. Lawful Basis for Processing

We process personal information only where we have an appropriate lawful basis under applicable data protection legislation.

Depending on the circumstances, the lawful basis may include:

Contract — We may process information where it is necessary to provide the travel services you have requested or to take steps at your request before entering into a contract.

Legal Obligation — We may process information where necessary to comply with a legal, regulatory, accounting or reporting obligation.

Legitimate Interests — We may process information where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms.

Consent — Where required, we may request your consent before processing personal information for a particular purpose, such as certain marketing activities or optional cookies. Where processing is based on consent, you may withdraw your consent at any time.

6. Special Category Data

Some information that may be relevant to travel arrangements can constitute special category personal data under the UK GDPR.

For example, health or accessibility information may sometimes be required to arrange appropriate travel assistance.

Where we process special category data, we will do so only where an appropriate lawful basis and applicable condition under data protection law are available.

We will seek to limit the collection of sensitive information to what is reasonably necessary.

Please do not provide unnecessary sensitive personal information through general enquiry forms or public areas of our website.

7. Sharing Your Information

We may share relevant personal information with third parties where necessary to provide our services, process your booking or meet legal obligations.

Depending on the services you purchase, these parties may include:

• Airlines;
• Hotels;
• Transportation providers;
• Visa service providers;
• Tour operators;
• Booking-system providers;
• Payment providers;
• IT and hosting providers;
• Customer-service providers;
• Professional advisers;
• Fraud-prevention providers;
• Government authorities;
• Regulators; and
• Other suppliers necessary to fulfil your booking.

8. International Data Transfers

Some airlines, hotels, travel suppliers, technology providers or other service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is lawful under applicable UK data protection requirements.

Depending on the circumstances, this may involve:

• A UK adequacy regulation;
• Appropriate contractual safeguards;
• An applicable international transfer mechanism; or
• Another lawful basis permitted by applicable data protection legislation.

9. Payment Processing

Payments may be processed through third-party payment providers.

Where you make a payment through a third-party provider, your payment information may be processed directly by that provider.

We recommend reviewing the relevant payment provider's privacy information before submitting payment information.

10. Cookies and Similar Technologies

Our website may use cookies, pixels, tags, local storage and similar technologies.

These technologies may be used for:

• Essential website functionality;
• Security;
• Preferences;
• Analytics;
• Performance;
• Advertising; and
• Marketing, where applicable.

11. Marketing Communications

Where permitted by applicable law, we may use your contact information to send information about:

• Umrah packages;
• Travel offers;
• Special promotions;
• New services;
• Travel updates; and
• Other relevant services.

12. WhatsApp and Other Communication Services

If you contact Makkah Gateway Ltd through WhatsApp or another third-party messaging platform, the communication may also be processed by that platform.

The third party's own terms and privacy policy may apply.

Please avoid sending unnecessary sensitive personal information through messaging platforms.

Where passport, visa or other sensitive information is required for a booking, we may provide an appropriate method for submitting the information.

13. Data Security

We take reasonable technical and organisational measures designed to protect personal information from:

• Unauthorised access;
• Accidental loss;
• Unauthorised disclosure;
• Unlawful processing;
• Alteration; and
• Destruction.

14. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Information may be retained where necessary to:

• Complete or administer a booking;
• Meet legal or accounting obligations;
• Maintain business records;
• Handle disputes;
• Process refunds;
• Prevent fraud;
• Enforce contractual rights; or
• Meet regulatory requirements.

15. Your Data Protection Rights

Depending on the circumstances and subject to applicable legal conditions, you may have the right to:

• Request access to personal information we hold about you;
• Request correction of inaccurate information;
• Request deletion of your personal information;
• Request restriction of processing;
• Object to certain processing;
• Request data portability where applicable;
• Withdraw consent where processing is based on consent; and
• Complain to the Information Commissioner's Office.

16. How to Exercise Your Rights

If you wish to exercise a data protection right, please contact Makkah Gateway Ltd using the contact details published on our website.

We may request information to verify your identity before processing your request.

We aim to respond to valid requests within the timeframe required by applicable data protection legislation.

17. Keeping Your Information Accurate

We rely on customers to provide accurate information.

If you discover that information we hold about you is incorrect or has changed, please contact us so that we can update our records where appropriate.

For travel bookings, it is particularly important that passenger names and travel-document information are accurate.

18. Children's Information

Our website is intended for a general audience and is not specifically directed at children.

Where a child is included in a travel booking, we may process the child's information where necessary to arrange the requested travel services.

The person providing information about a child should have the appropriate authority to provide that information.

We encourage parents and guardians to provide only information that is necessary for the booking or service.

19. Third-Party Websites

Our website may contain links to third-party websites and services.

We are not responsible for the privacy practices, security or content of websites that we do not operate.

You should review the privacy policy of any third-party website before providing personal information.

20. Fraud Prevention and Security

We may process information to detect, prevent and investigate:

• Fraud;
• Payment abuse;
• Identity misuse;
• Unauthorised bookings;
• Website abuse;
• Security incidents; and
• Other unlawful activity.

21. Legal and Regulatory Disclosures

We may disclose personal information where necessary to:

• Comply with applicable law;
• Respond to lawful requests from government authorities;
• Meet regulatory requirements;
• Establish or defend legal claims;
• Protect our rights or property; or
• Protect the safety and security of customers, employees or other individuals.

22. Data Breaches

If we become aware of a personal data breach, we will assess the incident and take appropriate action under applicable data protection requirements.

Where legally required, we will notify the relevant regulator and affected individuals within the applicable timeframe.

23. Complaints About Privacy

If you are concerned about how we have handled your personal information, please contact Makkah Gateway Ltd first so that we can investigate your concern.

You also have the right to contact the UK's data protection regulator:

Information Commissioner's Office (ICO)

The ICO provides information about data protection rights and how to make a complaint.

24. Automated Decision-Making

We do not intend to make decisions based solely on automated processing that produce legal or similarly significant effects on individuals unless permitted by applicable law and appropriate safeguards are in place.

If this changes, we will provide any information and rights required under applicable data protection legislation.

25. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our services;
• Changes to our website;
• New technology;
• Changes in how we process personal information; or
• Changes in applicable legal or regulatory requirements.

26. Contact Us

If you have questions about this Privacy Policy, your personal information or your data protection rights, please contact Makkah Gateway Ltd using the contact details provided on our website.

Makkah Gateway Ltd

Company Number: 13084240

Registered Office: 19 Ritter Street, London, England, SE18 4DT

When contacting us about a data protection request, please provide sufficient information for us to identify your request and verify your identity where necessary.

Related Policies

For additional information, please also review:

• Data Protection Policy
• Cookie Policy
• Cookie Settings
• Terms & Conditions
• Booking Policy
• Refund & Cancellation Policy
• Complaints Policy
• Acceptable Use Policy
• Accessibility Statement
• Modern Slavery Statement