Round two, as Quartz Travel's Smith prompts 'data breach' investigation

A Yorkshire-based travel agent has lodged an official complaint at the Information Commissioner’s Office accusing a cruise line of data breaches.

The ICO confirmed it was now investigating the claim by Freedom Travel Group member Paul Smith, who is crusading to stop cruise companies from using customer details for direct marketing.

An ICO spokesperson told TTG: “We have received a complaint which is now being processed, and we are looking at the evidence, and deciding if there has been a breach of data protection in our view.”

Smith said he felt compelled to make the complaint, after “yet another” two clients came into his shop saying they had received direct marketing from a cruise line, despite having never given permission for their addresses to be used in this way.

“The lines have to be stopped,” Smith said. “I asked my clients to sign a letter stating that they had not given permission and have provided that as evidence to the ICO.”

The penalties for data breaches vary, but the ICO said it could range from enforcement notices to a maximum fine of £500,000. Michaela Ayre, partner at Suffolk-based Framlingham Travel, said Smith was standing as a “champion” for the trade. “We actively recruit people to cruise, but then lose out on bookings when they return home because the customer has received offers from them directly. It’s wrong,” she added.

It is not the first time Smith has made headlines on this issue. In August 2011 he began a Facebook campaign entitled “Stop Cruise Lines From Stealing Agents’ Databases” which attracted 150 members. He also achieved a “victory for the trade” in January 2012, after pushing for Thomas Cook Co-operative Travel to include a clause in its contracts to prevent suppliers using customers’ details for direct marketing. Cook later met with suppliers to make them aware of the clause.

Travel agents act on behalf cruise companies selling their services to potential clients. Now cruise companies have been contacting clients directly offering them cheaper deals then the travel agents as they won't have to pay the travel agents any commission which is breaking the data protection act. The cruise line could receive a fine of up to £500,000.