Privacy policy and general terms and condition

Your privacy

At London Helicopter Tours Limited, we are committed to protecting your privacy. Our website is administered by our associate company HeliRes Limited who are registered with the UK Information Commissioner’s Office for the purposes of processing personal data under registration number Z316998X. HeliRes Limited is the “Data Controller” responsible for collecting, storing and processing data we collect from our customers in the course of doing business. We will never share your data with 3rd parties unless required to do so by government departments or law enforcement agencies

On 25th May 2018, the new General Data Protection Regulations (GDPR) came into force – our Privacy Policy has been updated in order to comply with these new regulations.
Set out below you will find details of; the data we collect, why we collect it, what we intend do with it and how we store it. We have also set out a reminder of your rights in relation to any of your data we may collect, use and store.

Information Collection
You can visit most pages on our websites without giving us any information, however when you proceed through the ordering process, either partially or completely for a flight booking and/or a voucher purchase, we collect various details from you in order to fulfil your order or potential order. This information is also collected over the telephone or from 3rd party agents during the off-line order process.

The following data is required during this process;
On placing an order; First Name, Last Name, email address, & mobile telephone number – for vouchers where you select a postal option, we also collect a mailing address to send the parcel to

Payment info; We do not collect or store payment card details, the information you provide is entered directly into, and processed by 3rd party payment providers – Barclaycard Merchant Services & PayPal – Any information retained by these providers will be held under their own Privacy Policies and is not the responsibility of HeliRes Limited.

At check-in we collect– For the lead passenger: First Name, Last Name, email address, mobile telephone number, UK address for home or lodging, date or birth, identity document type & number and body weight, for all other passengers: First Name, Last Name, date or birth, identity document type & number (over 16’s) and body weight.

Gift aid information; If you choose to make a donation to our chosen charity London’s Air Ambulance and opt in for Gift Aid, we will pass that data on to the charity, so they can complete the gift aid claim.
We do not share any other data with London’s Air Ambulance.

Using your Data;
Order information; This data is used to communicate with you about your booking or voucher order.
Before your flight this includes; check-in reminders, flight reminders, weather and other operational information.
After your flight we may send you a thank you email and a request for a review.
We will never use the data collected for regular marketing communications. Your order details will not be added to our mailing lists.
We retain this information for 7 years in line with our financial records responsibility.

If you start our order process, but do not complete it, we will send an email to offer assistance to complete the process within 20 minutes and then 24hrs later to remind you of the incomplete order. We will never use this information for any other purpose and your data will be permanently deleted from our database after 7 days.

Check-in information; This data is used to collate passenger manifests and to ensure the aircraft is operated within it’s certified constraints. We use it to communicate with you about your booking where necessary before flight.
We retain this data for 12 months.

Marketing data
We will not use any of the data collected during the order and check-in for regular marketing purposes.
In order to receive our regular marketing communications, you will need to use the sign up form on our website, social media platforms or booking confirmation page. Your information will be stored with a reputable third-party email marketing platform. Any information retained by these providers will be held under their own Privacy Policies and is not the responsibility of HeliRes Limited.

Alongside our regular monthly e-newsletter, we may occasionally send you offers/information that we believe will be of an interest to you. We will never send you more than six communications in any month.

Within every marketing communication you will have the opportunity to unsubscribe from any future mailings, your data will be removed from the mailing list completely.

Website
To improve our website performance and services, we may also collect certain information about your computer hardware and software including; operating system, browser, IP address, access times, referring websites, and may capture statistics on website use and behaviour patterns

How does HeliRes Limited protect customer data
Data is collected on our ordering pages directly to our secure cloud storage database. We follow UK Data Protection guidelines on strict security procedures for storage and disclosure of information to prevent unauthorised access

HeliRes Limited is registered with the Information Commissioner’s Office to handle data under the Data Protection Act 1998 – our registration number is Z316998X

Customer review policy
By providing customer reviews or feedback via our feedback page or any internet or social media channel, correspondents undertake to have written their reviews based on their own opinions and experiences and that the information contained in their reviews is factual

Any material considered inappropriate or offensive will be reported to the appropriate authority

By submitting a review, correspondents grant their permission for us to publish their material online or via print media and where necessary the material will be edited for clarity and typing errors.
We never publish a reviewer’s name in full.

Your consent
By using our website, you consent to the collection and use of your information as described in this policy. If we change this policy we will post an updated version on our websites to keep you aware of what information is collected, how it is used and under what circumstances we may disclose it

Under the new GDPR regulations you have the following rights over your data that we collect;
The right to be informed
The right to erasure
The right to rectification
The right to restrict processing
The right to data portability

For more information on these regulations, please click here

In summary
We are committed to protecting your privacy. We only use the information we collect on our website for legitimate business purposes.

If you have any queries regarding the above or would like to discuss your individual data, please contact us on info@thelondonhelicopter.com

 

General terms and conditions

The London Helicopter sells both vouchers and booked seat tickets on helicopter sightseeing flights
Vouchers can be redeemed against the cost of bookings made on our seat booking system

All bookings and voucher purchases are issued with unique references, it is our customers’ responsibility to keep these references safe and secure and to quote them when dealing with us. The London Helicopter bears no responsibility for any losses incurred as a result of voucher or unique booking reference theft, impersonation or identity fraud

Low Demand – shared flights
Shared flights are subject to a minimum number of seats being sold
In the event of low demand for your selected flight, we will attempt to contact you a minimum of 24 hours before departure, via the mobile number and email given at time of booking
We will offer you the option of either purchasing additional seats up to the required minimum number or re-scheduling your flight date & time

Delivery
Seat bookings and voucher purchases are delivered by email to the email address entered on our website or given over the telephone. Where the option to receive a physical voucher is selected, the voucher is posted by 1st class special delivery by UK Royal Mail to the address provided (UK mainland only). In most cases, this will ensure delivery on the day following the date of purchase, as long as the voucher purchase is made by 12.30pm UK local time. In the event of non-delivery after three working days, please contact us at support@thelondonhelicopter.com, stating your voucher reference number. We will then look into the issue

Validity
Seat bookings purchased at The London Helicopter are valid for the date and time selected at the time of booking. Please refer to the ‘Changes and cancellations’ sections below

Vouchers purchased at The London Helicopter are valid for 12 months from date of issue, unless otherwise stated. The exact expiry date will be printed on the voucher. You must redeem the voucher before this date or the voucher will cease to be valid

Please note that no refunds can be offered on Gift Vouchers

If a flight booking is placed on hold, the customer has a period of 60 days to re-schedule the booking – the new flight date can be on any available date within the 12 months following the original order date. Where a booking is left on hold for an extended period, it will cease to be valid at the anniversary of the original order, booking or voucher purchase date, again, no refunds will be offered at this point

Changes & Cancellations
Customer amendments to a booking made more than 48 hours before the scheduled departure time will be made at no cost

Cancellations made more than 48 hours before the scheduled departure time will be refunded in full unless the booking has been made using a Gift Voucher as these are non-refundable. For purchases via a 3rd party booking agent, please refer to the agent’s terms of booking regarding changes and cancellations. Cancellations must be made in writing to bookings@thelondonhelicopter.com

Amendments or cancellations within 48 hours of the scheduled departure time will not be entitled to refunds

The Weather
Flights with The London Helicopter are dependent on favourable weather conditions
The decision on the suitability of the weather is made by the pilot on the day of the flight based on the aviation forecast.  Actual weather conditions may not follow the forecast, but the pilot’s decision is final

If your flight is cancelled due to the weather, we will notify you using the contact details provided at the time of booking or at check-in. You will be offered the following options; to re-schedule your booking, to place your booking on hold for 60 days whilst you decide on an alternative date, or to have a refund – subject to the validity, changes and cancellation terms above
Any re-scheduled flights will remain subject to the weather conditions on the new date

Weight/Age Restrictions
All our aircraft are subject to weight & balance limitations, both for individual passenger weights and the combined weight of all passengers flying.  The individual seat limit is 110kg (17 stone), if anyone in your group is above this weight you will need to purchase an additional seat unless you have purchased an exclusive use flight and do not intend to fill all the seats

Children under the age of four are not permitted to fly with us. Additionally, there is a minimum passenger weight limit of 15 kg. Children under 16 must be accompanied by an adult

Should you wish to discuss any other these items, please contact on +44 (0)20 7887 2626.

Locations
The London Helicopter operates flights from The London Heliport in Battersea (note: Closest station is Clapham Junction)
Travel directions are included with your check-in confirmation email. They can also be found on our Visitor information page

Arrival and timing
All departure times are approximate and may vary either way on the day of the flight due to volume of air traffic or other operational reasons

You must arrive 30 minutes before your scheduled flight time for pre-flight document and weight verification and for the safety briefing

Late arrivals
We are required by law to provide a full safety briefing before boarding. The safety briefing for the whole group will start 10-15 minutes before your scheduled take off time. If you fail to arrive in time for the safety briefing, we reserve the right to refuse you permission to board the flight. In these circumstances, refunds will not be given

Flight duration
Flight durations indicated are approximate and are given simply as an indication of the time you will spend in the air. Flight durations can vary from time to time, depending on factors including air traffic control restrictions

Images
The images used to illustrate the flight(s) on offer are used as an indication only. The aircraft and facilities and settings at each location may vary

Description
The information provided by The London Helicopter about the various flight options and voucher options is correct at the time of publishing. However, the content or format may change slightly from time to time

Personal belongings
Due to space restrictions and for security reasons, passengers are required to carry the minimum possible personal property on board our flights. The only carry-on items permitted are cameras or mobile telephones for photography (in flight-safe mode), bulky clothing is discouraged

All other personal effects are to be left behind at the heliport reception, where storage arrangements are provided

Security of all personal effects both carried on board and left on the ground remain the responsibility of the owner

Availability
Vouchers are sold subject to flight availability which may vary from time to time

Promotional codes and discounts
We reserve the right to restrict the use of promotional codes and discounts against individual bookings

Personal liability insurance
Flights with The London Helicopter are covered by public liability insurance cover – see FAQ’s

Inclusivity
We welcome the participation of disabled people on our flights, though we recognise that access may present difficulties for those with disabilities

We are committed to making sure that disabled customers are given every opportunity to participate, so please give us a call on +44 (0)20 7887 2626 to discuss any relevant disability before you book

In all cases, persons who require assistance to board the aircraft will need to be accompanied by as many fare paying group members as are required to assist. We cannot provide assistance for boarding, on the flight and for disembarkation. In the case of emergency, the carers will be required to assist with disembarkation and rescue

Complaints
We welcome constructive feedback on all of our products and services. If you have a problem or complaint about your flight, please bring it to the attention of the staff at the heliport as soon as possible. This will allow them to put matters right

If your problem is not resolved on the day, please let us know the nature of your complaint by email or post and include your unique booking reference and we will be happy to take the matter up
In general, we consider it unreasonable if you take no action on the day but then make a complaint at a later date

Prices
All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to change the price of any product without notice. Where vouchers are issued for a number of seats on a particular route, should the seat prices change during the voucher validity period the voucher will still be valid for the equivalent product or better

Copyright
All text, illustrations and images used in promotional literature for The London Helicopter are protected by copyright and must not be copied in whole or in part without the express permission of the Company

Applicability
All the above terms and conditions apply as a condition of making any booking and/or using any voucher, whether or not the voucher holder is the original purchaser. The London Helicopter reserves the right to change these terms from time to time without reference to customers. These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law

Trademarks
The London Helicopter is a trademark of London Helicopter Tours Ltd and HeliRes Limited. We have acquired both registered and unregistered rights in our trademarks (listed above) and in our logos. No one may use our trademarks without our express written permission. Neither the purchaser nor the recipient is entitled to use any The London Helicopter trademarks or Logos. Affiliates who have been accepted by The London Helicopter onto our affiliates’ scheme will be provided with strict guidelines regarding the use of The London Helicopter trademarks and Logo

 

If you have any comments on these policies, please write to us at:
The Pod Building
Bridges Court
Battersea
London SW11 3BE

Or email us at: support@thelondonhelicopter.com