check out

privacy policy


This privacy policy is designed to tell you about how your data and details are protected when you share them with us.


We are committed to protecting your privacy. Any data we hold is stored securely. We collect information from our visitors, including personally identifiable information (your full name, e-mail address, phone number) and non-personally identifiable information (e.g., aggregate statistics about what parts of our site are most popular).

Use of this site constitutes your agreement to the terms of this policy. If you do not agree with the Story Unheard Privacy Policy, do not use this website nor should you submit any personally identifiable information via this site. By using this site or communicating via telephone or otherwise with Story Unheard, you are accepting the practices detailed in this Privacy Policy. When using this website, you will be doing so entirely at your own risk and Story Unheard will not be liable for any losses or damages through accessing or using this site or any information contained in it.


Story Unheard is a privately owned UK Company specialising in tailor-made experiences around the world. Any personal information provided to or collected by us is controlled by Story Unheard Ltd (“Story Unheard”, “We”, “Us”), a company registered in England at 90 Prince of Wales Drive, London, SW11 4HP. Company number 10778407.


The site collects two types of information from visitors: personally identifiable and non-personally identifiable.


This information is gathered from instances such as filling in a form, subscribing to mailing lists, entering competitions, participating in market research and when contacting us both on and offline. The personal information Story Unheard collects about you through these various sources may include:

  • Name, email, addresses and telephone numbers
  • We not store financially sensitive information such as credit/ debit card number(s), bank details, security numbers and expiration date(s).
  • Information required to quote and book travel or other services, including travel and family companion(s) names, emergency contacts and special service needs including those relating to any disability or medical or dietary conditions (which may disclose your religious beliefs), passport number, dates of birth, insurance information, visa information, nationality and country of residence
  • Use of products and services such as self-service devices, flight status notification and web check-in
  • Information provided via customer surveys, competitions, feedback, offers or other marketing research
  • Information provided to customer-service representatives to research and resolve issues or questions
  • Information relating to your holiday including blogs, reviews, image or video uploads, questionnaire data, holiday enquiries and brochure or marketing requests
  • Subscription and demographic information such as preferences, interests, age and family information


We may passively collect information while you are visiting the site. This non-personally identifiable information is not linked with the personally identifiable information that you actively shared with us on the site. We reserve the right to share the anonymous aggregated information passively collected via this site with third parties, including our business partners. We will not collect or store any of your passwords or other highly sensitive data. The information Story Unheard collects about you when you access the website or contact us by mail or phone includes:

  • Internet domain name and IP address, your computer browser, the operating system, search terms and other standard information collected by tools such as Google Anyalytics
  • Browsing, search & purchase history, date and time of your visit to the site, the specific pages you visit and page interaction information
  • Telephone information including phone numbers, call duration and call recordings that are used for training purposes and quality control


We use this information to understand your needs better and to provide an enhanced service. We do not misuse or sell your personal information to other companies, other than as described in this policy.

The personally identifiable information we gather from you will only be used and shared in accordance with this policy or disclosed to you at the time you provide the information. We use the information we collect about you to: process your bookings with the relevant provider, contact you for market research purposes, internal record keeping, auditing and regulation purposes, improve our products and services, inform you about products and services, marketing purposes, personalise and customise the content of our website according to your interests.

We reserve the right to sell, lease or share aggregated, de-identified, and other non-personally identifiable information regarding site usage, sales, traffic patterns, demographics, and other statistics about our site or those from whom we collect information via the site. We reserve the right to share personal information with law enforcement agencies in the event of a suspected illegal activity or criminal investigation.


Please note, in order to provide you with a better website and user experience, we use Cookies. A cookie is a small text file that is stored on your computer or other device when you visit a website. It allows web applications to respond to you as an individual and tailor its operations to your likes and interested by gathering and remembering your preferences. This does not give us access to your computer; it is used to collect information about your usage of the site.

By using the Story Unheard site, you agree to the use of cookies. If you don’t agree to the use of cookies, make sure your browser or computer/device is set to reject third party Cookies. If you elect to reject Cookies, it will limit the range of features available to you on our site. To find out more information about cookies, please visit www.allaboutcookies.org.

Please note we do not store any individual data from our cookies, we simply use the information to understand user trends and experience. We use Google Analytics cookies.


If you subscribe to the Story Unheard newsletter, either directly through the website or by filling in our enquiry form, you will receive promotional emails about our latest news, special offers or other information which we think you may find interesting to the email address you provided. At any time, you may request to unsubscribe by following the opt-out instructions included within any Story Unheard marketing E-mail, and informing us of your preference.


Advanced Passenger Information (API) is required by many countries prior to arrival (or departure). Airlines and transport companies are required to transmit this information by law and data entry is requested at the time of ticket issue. API information includes passenger’s identity, travel documents (passport, visa), transit and destination data. To comply with these regulations Story Unheard passes the relevant information to the transport companies who transmit the information to the relevant authorities.


We do not seek to collect personally identifiable information from you that you do not want collected. We indicate at all active information collection points whether requested information is required or optional. We attempt to tell you at the point of collection and in this policy what the results will be if you don’t provide the required or optional information e.g. a less personalised service to match your interests, limited access to the site etc.


We take necessary steps to ensure that personally identifiable information that you send us via this site is accurate. You may update and request details of any personal information that we hold about you by contacting us at any time via email at info@storyunheard.com. We may require follow-up information to verify that you are the person authorised to view the information being requested. We may, at our discretion, refuse you access to certain information if providing such access would risk another person’s privacy; would violate any law or regulation; or would burden this site.


Although we take reasonable steps to protect the personally identifiable information that you provide via this site, no system is 100% secure or error-free. Therefore, we do not, and cannot, guarantee the security or accuracy of the information we gather. If you ever believe that Story Unheard has not complied with this Privacy Policy with respect to your personally identifiable information, or you have other related enquiries or concerns, contact us immediately by e-mail at info@storyunheard.com.


Please note that this policy applies only to this site. You may see links or references to other web sites within this site, which are not covered by this policy and are likely to have different information practices. We provide these references and links for your convenience; they should not be construed as an endorsement of such site. You alone are responsible for any interactions you have with these web sites and we advise you to read the privacy policy of each web site you visit.


Story Unheard reserves the right to amend this Privacy Policy at any time and in our sole discretion. The new policy will be posted here, along with its revision date, and all information collected following the updated posting will be subject to the new policy. Before we use or share your previously collected personally identifiable information in a materially different manner from that to which you agreed, we will first secure your consent. Absent such consent, we will use your personally identifiable information in accordance with the policy in effect at the time we collected it. We encourage you to check this policy from time to time and before you provide personally identifiable information via this site so you are aware of any changes.


By using this website, you accept this privacy policy. When you submit personally identifiable information via this site, whether such information is required or optional, you consent to its disclosure and use in accordance with this privacy policy.


Please contact us by email at info@storyunheard.com or by telephone on +44 74 0151 0141. Opening hours (UK GMT) are Monday – Friday 9:00 – 19:00.

This policy was last revised on 7th July, 2017