Customer privacy

Customers’ welfare and information are very important to us. At Haritou Travel Group, we ensure clear and constant communication and high protection for our clients.

Prior to booking, we commit to this by:

• Ensuring that customer privacy remains confidential

• Complying with relevant standards and voluntary codes of conduct in marketing and advertising messages, and not promise more than is actually delivered;

• Making product and price information clear, complete and accurate, with regard to the company and its products and services, including sustainability claims;

• Providing destination information, including sustainability aspects,

• Informing clients about the environmental impact of different transport options to reach the destination (in case these are not included in the package), and to offer sustainable alternatives, where available;

• Promoting (Certified) sustainable accommodations, excursions, packages and/or transport options, with logos or other messages; ensuring they are recognizable to the client and presented as the “better” option;

• Informing the customer about sustainable alternatives concerning accommodations, excursions, package holidays and transport options, if available;

• Clearly informing our customers, about sustainability commitments and actions;

After booking and during holidays, we commit to this by:

• Providing information to clients about the natural surroundings, local culture and cultural heritage in Greece;

• Informing clients about key sustainability aspects and issues in the destination and providing recommendations on how to make a positive contribution;

• Informing customers about risks and precautions related to health and safety matters in the destination;

• Keeping a contact person and a telephone number permanently available for emergency situations 24/7 throughout the trip;

• Training our staff and keeping guidelines available on how to deal with emergency situations;

• Providing clients with documented guidelines and/or codes of conduct for sensitive excursions and activities, to minimize negative visitor impact and maximize enjoyment. When possible, guidelines are developed in collaboration with relevant NGO’s and the affected community;

• Providing clients with information about commercial, sexual or any other form of exploitation and harassment, particularly of children and adolescents;

• Informing clients about applicable legislation concerning the purchasing, sales, import and export of historic or religious artefacts and articles containing materials of threatened flora and/or fauna in the destination;

• Motivating clients to use local restaurants and shops (where appropriate);

• Informing clients on sustainable transport options in destinations, when feasible;

• Encouraging clients to donate to local charity and sustainable initiatives;

After the trip, we commit to this by:

• Measuring systematically client satisfaction and take into account the results, for service and product improvements;

• Including sustainability as an integral part of the research into client satisfaction;

• Having clear procedures in case of complaints from clients;