Real World Travel & Conservation Ltd (RWTC) takes your privacy seriously and will not disclose
your personal details to any other parties unless authorised to do so.
We are registered with the ICO (Information Commissioners Office) in the UK. Our registration
reference is Z7101093.
Our promise to you:
- To hold your data securely;
- Share only where you agree;
- Use your data to tailor the information we provide you, arrange your travel arrangements and
improve our services;
- Put you in control by allowing you to update, delete and access your data;
This policy covers how Real World Travel & Conservation Ltd collects, uses, discloses, transfers and stores your data. We are Real World Travel & Conservation Ltd of 5 Market St, North Walsham, Norfolk, NR28 9BZ. Our websites are realafrica.co.uk, realasia.co.uk and realamericas.co.uk
Please read the following information carefully. If you book on behalf of others, you are responsible
you supplying their personal date to use to make a booking or enquiry. By making a booking or an enquiry,
you agree to the transfer, storage and processing of your data as necessary. We will take all reasonable
if you do not agree with this policy we cannot accept your booking and you should not use this website.
The personal information we collect and when and why we use it
The sort of personal data we collect will be information such as name, address, email address, telephone
number, date of birth, and personal travel arrangements. In addition, we may also be required to obtain your
passport details to pass to overseas authorities which require Advanced Passenger Information.
We will need to collect this information to arrange the travel and other services you are requesting. In
some cases, we may also need to collect more sensitive personal data such as information concerning medical
conditions, disabilities and special requirements such as dietary requests which may disclose your religious
beliefs, so as to be able to consider your particular needs in relation to a booking.
How we use this personal information
We use your personal information to:
- fulfil our contract with you and/or deal with your booking or intended booking, including processing
your booking, sending you your itinerary or other details relating to your booking
- update you on changes to your travel itinerary (for example, if there is a change to your booking pre
travel; if a flight is delayed or cancelled).
- manage your wider travel or services requirements (for example, liaising with and transferring your
data to airlines, service providers and/or travel facilitators so that they can facilitate your booking
and/or your travel arrangements so any disruption can be minimised), this includes when you book a holiday
package, hotel, car or other service which may be provided by us or third parties with us
- process payments for your booking, fulfil requests for refunds and for accounting or audit purposes
- personalise the service and offers you receive (for example, by being aware of previous travel
experiences, transactions or preferences, and tailoring the way we provide our products or services to you
based on your preferences and profile)
- communicate and interact with you at different times throughout your journey
- communicate with airlines, accommodation providers and other parties that are part of your journey
regarding your experience, preferences, compliments or complaints
- improve the products and services we offer or help us to create new ones
- conduct customer satisfaction surveys so that we can obtain a better understanding of how we can
continue to improve the products and services we offer or help us to create new ones. During these surveys
we may collect personal information from you relating to your thoughts/comments about your experience with
- market our products and services to you
- manage our business such as for systems testing, IT maintenance or development training, benchmarking
and performance measurement
- use in connection with your online account as you may authorise or consent to additionally from time
We do not generally collect special categories of personal information from you (or those you are booking for),
but where we do, we seek to minimise the collection and use of it and handle it with extra care. We also share this
information with third parties (who help manage our business and deliver services such as those parties who provide
wheelchairs at airports) and other companies (who help manage your booking or journey), and we transfer it globally.
Where you (or any passenger travelling) provides us with special categories of personal information you agree that
you have voluntarily provided such information, and you consent (and the passenger travelling consents) for us to
use that information for the purposes for which it was collected.
If you have any queries about any of our products or services, compliments or complaints, we will need to collect
information from you, including your contact details, in order for us to respond to your query or provide you with
assistance. We will collect this information when you, send us an email, call our customer office or contact us via
another form of communication such as through social media or an online chat tool.
Personal information we collect and use for legal, compliance, regulatory and crime detection and
We process your personal information so that we can meet our legal, compliance and regulatory obligations, for legal
purposes, such as to respond to a valid legal claim, summons or regulatory order, and to protect our property, rights
and interests as well as the property, rights and interest of other persons.
We also process your personal information for crime prevention and detection purposes, including the prevention of
fraud for online payments, for identity verification, for credit checking and credit scoring purposes and accounting
or audit purposes. If you visit one of our local offices you may be monitored by closed circuit television for security
purposes. In each case, we do so in compliance with applicable laws.
Personal information we collect and use from third parties
We collect personal information from third parties who you have authorised to provide your personal information to us
(for example, this may be your travel agent or another person making a booking on your behalf, your travel companion,
your travel coordinator, our promotion partners, social media and other digital website). We also collect personal
information from individuals who may refer you as a friend to our products or services. We ask these individuals to
confirm that you are happy to hear from us.
Personal information we collect and use when you are making a payment
We collect different personal information depending on your payment method (such as credit card, bank transfer, cash).
For example, for credit card payments we may collect the credit card holder name, address, card number, expiry date and
CVC code. We never store any payment information. Once a payment has been made we destroy all payment information.
Legal basis for using your personal information
We will only collect, process use, share and store your personal information where we are satisfied that we have an
appropriate legal basis to do this. This may be because:
- we need to use your personal information to perform a contract or take steps to enter into a contract with you.
For example, to manage your booking with us, to take payment for your booking, or to complete your travel
- we need to use your personal information for our legitimate interest as a commercial organisation. For example,
we may record calls to our customer service centre so that we can review how we handle calls. We may also capture your
interactions with our website and booking journey via tools on our website in order to identify errors or issues and
ensure your customer experience meets expectations. In all such cases, we will look after your information at all times
in a way that is proportionate and that respects your privacy rights.
- we need to use your personal information to comply with a relevant legal or regulatory obligation that we have. For
example, in some countries, we are required to provide API to border control, customs and law enforcement officers at
ports of entry and exit on your itinerary; and
- we have your consent to using your personal information for a particular activity. For example, where you consent
to us sharing with you special offers which we think may be of interest.
Sharing your personal information with others
We share your personal information in the manner and for the purposes described below:
- with third parties who help us manage our business and deliver our products and services. These third parties have
agreed to confidentiality obligations and use any personal information we share with them or which they collect on our
behalf solely for the purposes of providing the contracted service to us. These third parties include service providers
who help manage our IT and back office systems, detect fraudulent transactions and security incidents, provide customer
service centre support, manage communications and tailor marketing and advertising; verify payments such as banks and
payment card companies; provide internet services; host our facilities and conduct research that assists us with
understanding consumer interests.
- bank and payment providers to authorise and complete payments;
- with governments, government organisations and agencies, border control agencies, regulators, law enforcement and
others as permitted or required by law, in relation to API or such other legal requirements as apply from time to time
when travelling to or from a particular country, and to generally comply with all applicable laws, regulations and rules,
and requests of law enforcement, regulatory and other governmental agencies;
- to improve the products and services we offer or help us to create new ones and for marketing, profiling and analytics
as detailed below; and for the purposes described in this Privacy Notice.
- with third parties whose products or services you are purchasing through our website or offices, or otherwise such as
airlines, tourism agencies, hotel, transfer and car hire companies, tour and excursion providers or to travel agents,
including if there is a problem with your booking so that your travel agent can resolve it with you;
How you can manage your marketing preferences
To protect your privacy and to ensure you have control over how we manage marketing with you and provided that you have
indicated that you would like to receive it:
- we will take steps to limit direct marketing to a reasonable level;
- only send you communications which we believe may be of interest or relevance to you and at all times in line with
your permissions, which, as appropriate, may include:
- telling you about developments in the products and services available through us;
- you can click the "unsubscribe" link that you will find at the bottom of our emails which you receive from us, or
you can unsubscribe by contacting us or changing your account settings which will remove you from the relevant marketing
If you unsubscribe completely from our marketing communications we may be unable to notify you of tailored offers to meet
your needs. If you do unsubscribe from marketing communications you will still receive operational and service messages from
us regarding your booking including where you may not have completed a booking (such as abandoned cart emails or pop-up
notices), and responses to your enquiries made to us.
When and how we undertake analytics and profiling
We aggregate personal information and remove any identifying elements in order to analyse patterns and improve our marketing
and promotional efforts, to analyse website use, to improve our content and products and services, to customize our website'
content, layout, products and services, and to support our business operations and we may appoint third parties to do this on
our behalf. We gather certain usage information like the number and frequency of visitors to our website. This information
includes which webpage you just came from, which webpage you next go to, what browser you are using, your device ID and your
IP address. This collective data helps us to determine how much our customers use parts of our website, and do research on our
users’ demographics, interests, and behaviour to better understand and serve you. One of the ways we do this is by installing
and using Cookies on your browser or device.
If you use buttons on our website linked to social media or similar sites (for example, "Like" and/or "Share" buttons),
content from our Website may be sent back to those sites and, depending on your privacy settings, may be privately or publicly
visible (for example, to friends, followers or generally to anyone who has access to your profile page).
Transferring personal information globally
We sell travel arrangements to destinations around the world, which means your personal information may be transferred and
stored in other countries which may be outside your country of residence. Some of these countries are subject to different
standards of data protection than your country of residence.
We will take appropriate steps to ensure that transfers of personal information are in accordance with applicable law, and
we only transfer personal information to another country where:
- we are satisfied that adequate levels of protection are in place to protect your information; and
- the transfers are fully managed to protect your privacy rights and interests and are limited to countries which are
recognized as providing an adequate level of legal protection or where we can be satisfied that alternative arrangement
are in place to protect your privacy rights.
To this end:
- where we transfer your personal information outside our company or to third parties (who help us to provide our
products and services), we obtain commitments from them to protect your personal information; or
- where we receive requests for information from law enforcement or regulators, we carefully review and validate
these requests before any personal information is disclosed.
In the event your personal information is transferred to a foreign jurisdiction, it may be subject to the laws of that
jurisdiction and we may be required to disclose it to the courts, law enforcement or governmental authorities in those
You have a right to contact us for more information about the safeguards we have put in place to ensure the adequate
protection of your personal information when this is transferred as mentioned above.
How we protect and store your personal information
Protection of your personal information
We have implemented and maintain appropriate technical and organisational security measures, policies and procedures
designed to protect the personal information that you share with us and safeguard the privacy of such information. For
example, the measures we take include:
- placing confidentiality requirements on our staff members and service providers;
- destroying or permanently anonymising personal information if it is no longer needed for the purposes for which
it was collected; and
- following security procedures in the storage and disclosure of your personal information to prevent unauthorised
access to it; and
- using secure communication channels on our website such as SSL ("secure sockets layer") for transmitting data that
is sent to us. SSL are industry standard encryption protocols used to protect online transaction channels.
Storage of your personal information
We keep your personal information for as long as is reasonably necessary for the purposes for which it was collected.
For example, to manage bookings and provide you with any relevant products or services, as explained in this Privacy Notice.
We will ensure that it is disposed of in a secure manner. In most cases we will destroy your data 7 years after collection
in order to comply with UK HMRC rules. Where no booking is made, data will be removed not more than 12 months after
In some circumstances we may store your personal information for longer periods of time, for example, where we are
required to do so in accordance with legal, regulatory, tax, or accounting requirements. In specific circumstances we may
store your personal information for longer periods of time so that we have an accurate record of your dealings with us in
the event of any complaints or if we reasonably believe there is a prospect of litigation relating to your personal
information or dealings.
A "cookie" is a small computer file which is downloaded to your device. It collects information as to how you navigate
our Website and the internet and helps us provide better website services to you.
Cookies may collect personal information about you. Cookies help us remember information about your visit to our website,
like your departure point, and other settings and searches. Cookies enable us to understand who has seen which webpages and
how frequently, and to determine which are the most popular areas of our website. They can also help us to operate our
website more efficiently and make your next visit easier and customise your view of the website to reflect your preferences
and activities. They also help us tailor our marketing and advertisements to you on our website, other website you visit,
social media website and your other devices.
Legal rights available to help manage your privacy
You have certain rights in relation to your personal information:
In order to exercise your rights, we may ask you for additional information to confirm your identity and for security
purposes, in particular before disclosing personal information to you.
You can exercise your rights by emailing us at email@example.com or
by sending us a communication at 5 Market Street, North Walsham, Norfolk, NR28 9BZ. Subject to legal and other permissible
considerations, we will make every reasonable effort to honour your request within 30 days or inform you if we require
further information in order to fulfil your request.
We may not always be able to fully address your request, for example, if it would impact the duty of confidentiality we
owe to others, or if we are legally entitled to deal with the request in a different way.
Right to access personal information
You have a right to request that we provide you with a copy of your personal information that we hold and you have the
right to be informed of: the source of your personal information; the purposes, legal basis and methods of processing; the
data controller’s identity; and the businesses or categories of businesses to whom your personal information may be
Right to rectify or erase personal information
You have a right to request that we rectify inaccurate personal information. We may seek to verify the accuracy of the
personal information before rectifying it.
You can also request that we erase your personal information in limited circumstances where:
- it is no longer needed for the purposes for which it was collected; or
- you have withdrawn your consent (where the data processing was based on consent); or
- following a successful right to object ; or
- it has been processed unlawfully; or
- the personal information must be erased for compliance with a legal obligation under European Union or Member State
law to which the we are subject.
We are not required to comply with your request to erase personal information if the processing of your personal
information is necessary:
- for compliance with a legal obligation; or
- for the establishment, exercise or defence of legal claims.
Right to object to the processing (including direct marketing) of your personal information
You can object to any processing of your personal information which has our legitimate interests as its legal basis, if
you believe your fundamental rights and freedoms outweigh our legitimate interests.
You can request that we stop contacting you for marketing purposes.
You can request that we not transfer your personal information to unaffiliated third parties for the purposes of direct
marketing or any other purposes.
If you have joined our mailing list, you can manage your marketing preferences automatically by clicking the "unsubscribe"
link that you will find at the bottom of our emails which you receive from us, or you can unsubscribe by contacting is at
(your email address).
Right to obtain a copy of personal information safeguards used for transfers outside your jurisdiction
You can ask to obtain a copy of, or reference to, the safeguards under which your personal information is transferred
outside of the European Union.
We may redact data transfer agreements to protect commercial terms.
Right to restrict the processing of your personal information
You can ask us to restrict your personal information, but only where:
- its accuracy is contested, to allow us to verify its accuracy; or
- the processing is unlawful, but you do not want it erased; or
- it is no longer needed for the purposes for which it was collected, but we still need it to establish, exercise or
defend legal claims; or
- you have exercised the right to object, and verification of overriding grounds is pending.
We can continue to use your personal information following a request for restriction, where:
- we have your consent; or
- to establish, exercise or defend legal claims; or
- to protect the rights of another natural or legal person.
You have a right to lodge a complaint with the Information Commissioners Office if you have concerns about how we are
processing your personal information.
If you have any concerns regarding data that we hold, please contact our Data Controller Robert Ferguson at Real World
Travel & Conservation Ltd, 5 Market St, North Walsham, Norfolk, NR28 9BZ.
Real World Team
Since we offer holidays to many destinations in Africa and Asia, our clients naturally range in age and interests, but all share a passion for wildlife and the natural world – enjoying these to the full is something we prioritise in all our tailor-made holidays. Introducing our clients to the highlights of any specific country, at a pace and style which suits them is of course important, and we use local English speaking, fully accredited guides to do this. In our experience these guides can give a far more personal and interesting insight to their own country, cultures and wildlife. We also like to show our clients more unusual locations, taking them away from the main tourist routes to discover the real gems.
Our small team of knowledgeable UK Africa and Asia specialists offer independent advice and liaise with an extensive network of expert ground handlers and guides to create unique itineraries and look after you every step of the way.
Robert Ferguson Managing Director & Trustee
Rob has worked in special interest travel for over 30 years, more than twenty of which have been spent running Real World Travel & Conservation.
Rob's career in travel started in the Himalayas, as a mountain guide. He has travelled extensively worldwide, but admits to a particular passion for Asia, particularly Nepal where he has spent a lot of time. He is the author of the Footprint Travel Guide to Nepal, published February 2017. Rob has also travelled to Indonesia, Thailand, Vietnam, Cambodia, Laos, Myanmar, India, Tibet, Bhutan, Sri Lanka, Singapore and Malaysia. Rob is a trustee of Explorers Against Extinction.
Sara White Director and Trustee
Sara has 25 years’ experience working in long-haul travel and conservation. Sara's travelled extensively worldwide - her travels specifically in Asia include India, Sri Lanka, the Maldives, Japan, China (including Hong Kong), Thailand, Malaysia, Singapore and Indonesia. Sara is inspired by her personal wildlife encounters, like the one with the manta ray pictured, and is passionate about the role of responsible travel in conservation of wildlife and wild spaces. Sara heads up the partner travel network and is a trustee of the Real World Conservation Trust, co-founding Explorers Against Extinction with Robert.
Helen Botha Programme Manager & Client Liaison
Helen lived and worked in South Africa for 18 years before settling in the UK and joining Real World. During 20 years in travel she has built up an excellent knowledge. Helen is our client liaison manager looking after many of our repeat clients, some of which have been travelling with us for 20 years.
Ruth Bolton Blog Manager
Ruth left university with a degree in European Studies and then took a Masters in Tourism Management at the University of Surrey. Her work in travel commenced with Hyatt Hotels and later included a two year management training course with Saga Holidays. Ruth joined Real World in June 2000 from Simply Travel, where she was Programme Manager, in charge of sales, reservations and operations for their Cities and Short Breaks programme.
With her extensive and varied tourism background, her fluency in French and Spanish and her travel experience in Europe, the US, Africa and Asia, Ruth has enjoyed various roles with Real World, most recently running the guest blogs across all sites.
Frequently Asked Questions
How am I supporting conservation by travelling with you?
On behalf of every client travelling with Real World we make a £25 donation into the Real World Conservation Trust which works to promote the protection of rare and endangered species and their environments. £25 is enough to fund, for example, a team of five anti-poaching rangers for one day. Coupled with our other fund raising initiatives and events we have donated over US$100,000 since 2015 alone to support a range of important conservation and education initiatives including:
- Building a second classroom at a primary school on the edge of the Masai Mara
- Raising money via our #RealRhinos campaign for the anti-poaching rhino dog squads working on conservancies in Kenya, supported by Save the Rhino International, as well as donating to SRIs core rhino conservation fund – nearly $10,000 to date.
- Fostering elephant orphans rescued by the David Sheldrick Wildlife Trust and supporting their Tsavo anti-poaching unit. In 2017, to mark 40 years of DSWT, Explorers against Extinction also donated $25,000, enough funds to cover 11 baby elephant rescues.
- Anti-poaching dogs funded, trained and deployed to key rhino breeding areas amounting to more than $40,000 to date.
Vaala completed her training with our partner Animals saving Animals in 2017 and was successfully deployed to the Save Valley Conservancy in Zimbabwe.
Primaa and Savas were deployed in 2018 under the care of Rhino Conservation Botswana – they will work as the first rhino protection dogs in the Okavango and have been fully funded by Explorers against Extinction.
A new tracking dog, a Spaniel, has also been funded for the not for profit Ol Pejeta Conservancy in Kenya, home to the last northern white rhinos.
- Helping to secure a future for elephants – to date (May 2018) we’ve donated in excess of $20,000 to Save the Elephants
- In 2018-19 we are working with African Parks to build a compound for a six dog anti-poaching unit at Garamba National Park in the Democratic Republic of Congo.
What style of holiday do you offer?
We specialise in tailor-made holidays so the key is creating a holiday specifically for you based on your interests, preferred season of travel and your budget.
Although we like to include the main highlights of a country in many of our tours, we also enjoy introducing our clients to the more out of the way places, which can be just as rewarding.
The style of travel is very much what we enjoy with our own families and what we book and recommend to our friends. We don't try to compete with large high street travel agencies but prefer to offer boutique style hotels wherever possible, and characterful accommodation and itineraries which reflect our client’s interests, often visiting more off-the-beaten track destinations and including stays in eco-lodges or at resorts/properties committed to sustainable tourism. We also like to visit conservation and community projects if they are of special note.
Underpinning all journeys is a commitment to responsible travel and wildlife conservation.
Six stages to an Unforgettable Journey
- PERSONAL SERVICE A dedicated team of knowledgeable UK Africa and Asia specialists offer independent advice and liaise with an extensive network of expert ground handlers & guides to create unique itineraries and look after you every step of the way. You even travel with the mobile number of a Company Director to ensure that you are fully supported at all time.
- FREEDOM Extensive hand-picked portfolio offers incredible choice, from where you stay, to how you travel.
- QUALITY Reputable airlines, experienced English-speaking driver-guides and hand-picked camps, lodges, hotels and resorts.
- BEHIND-THE-SCENES INSIGHT Optional conservation modules and visits add a new dimension to your travels.
- PEACE OF MIND Full ATOL bonding (no 6115) ensures complete financial peace of mind.
- CLIENT SATISFACTION Excellent independent five star reviews testament to the skill and experience of the team looking after you.
All monies paid to Real World are fully protected by ATOL 6115 giving you complete financial security. We also have a 24/7 emergency service to ensure total peace of mind. You can find out more about our financial protection below.
The Air holidays on this web site are ATOL protected by the Civil Aviation Authority. Our ATOL licence is ATOL 6115.
ATOL is a protection scheme for flights and air holidays,managed by the Civil Aviation Authority ("CAA"). Most firms who sell air travel in the UK are required by law to hold a licence called an Air Travel Organiser's Licence ("ATOL"). If you've booked and contracted with a tour operator for a complete air holiday package or just a flight, ATOL protects you from losing money or being stranded abroad if the tour operator goes out of business. All licensed firms have to lodge bonds with the CAA so that if they go out of business, the CAA can give refunds to people who can't travel and arrange for people abroad to finish their holidays and fly home. There's also a Government-backed fund called the Air Travel Trust that steps in if any ATOL bond isn't enough to look after everyone affected by the failure.
Your Financial Protection When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative).In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable).You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For more information on our ATOL license issued by the CAA please click here
ATOL Licence No. 6115
Payment handling and Trade Associations
All card payments are securely handled by Barclays Merchant Services. Our web site, IP address and network are also monitored and scanned by SecurityMetrics, experts in cyber security.
We are members of ATTA - the African Travel & Tourism Association, the largest trade network dedicated to the promotion of travel to Africa.
We are members of the Norfolk Chamber of Commerce.