Privacy Policy

Who We Are

Established in 1909, Johnsons Coaches is a family-run, award-winning coach operator based in Henley-in-Arden, Warwickshire. They provide UK day trips, escorted holidays, and private hire, alongside operating local bus services, and are part of The Coach Travel Group.

We are registered with the Information Commissioner’s Office as a Data Controller under

JOHNSONS (HENLEY) LIMITED

Registered Address: 2 Communications Road, Greenham Business Park, Newbury, Berkshire, RG19 6AB

ICO Registration Number: Z2435920

This Privacy Policy outlines how we collect, use, disclose, and protect personal data.

If you have any questions about our privacy practices, please contact our team at: [email protected][SO1] [AH2]

Group

JOHNSONS (HENLEY) LIMITED is part of The Coach Travel Group.

The Coach Travel Group is a UK-based group who operates as a network of established regional coach companies working together under one national group, combining local expertise with nationwide coverage.

For more information about the group please see: Who We Are | The Coach Travel Group

For general enquires in regard to the group, please contact via: Get in Touch | The Coach Travel Group

Each operating company within The Coach Travel Group is responsible for processing personal data relating to its own customers and employees.

Collection of Personal Information

Personal data, or personal information, means any information about an individual from which that person can be identified. Personal data collected may include names, contact details, payment information, and other relevant information necessary for the provision of services.

We collect personal information from employees, customers, suppliers, and other individuals for specific business purposes, such as recruitment, bookings, and service delivery.

We collect personal data in the following ways:

When you make a booking
When you contact us by phone, email, or website forms
When you sign up for marketing communications
When you apply for employment
When you interact with our website (cookies and analytics)
When CCTV systems capture footage on our vehicles or premises

Use of Personal Information

We use your personal data in several ways:

Processing Bookings

We use your name, contact details, booking details, and payment information to:

Process and confirm your bookings
Take payment and issue invoices
Send booking confirmations and updates
Manage cancellations, amendments, or refunds
Respond to queries relating to your booking

Our lawful basis for this processing is Article 6(1)(b) UK GDPR – performance of a contract, as the processing is necessary to fulfil our contractual obligations to you.

Managing Employee Records

We collect and process personal data relating to employees, contractors, and job applicants to:

Administer recruitment and onboarding processes
Manage payroll, pensions, tax, and benefits
Maintain employment records
Monitor performance and training
Comply with employment, tax, and health & safety obligations

The lawful bases for this processing include:

Article 6(1)(b) – performance of an employment contract
Article 6(1)(c) – compliance with legal obligations
Article 6(1)(f) – legitimate interests in managing our workforce
Where special category data is processed (e.g., health information), we rely on Article 9(2)(b) (employment law obligations) or other relevant lawful bases.

Communicating With You

We use your personal data to:

Respond to enquiries
Provide customer support
Send service-related updates
Notify you of changes to our services, policies, or terms
Contact you regarding safety, security, or operational matters

The lawful basis for this processing is:

Article 6(1)(b) – performance of a contract
Article 6(1)(f) – legitimate interests in providing effective customer service

Improving Our Services

We analyse personal data such as booking patterns, feedback, and website usage to:

Improve customer experience
Develop new services or offerings
Monitor service performance
Identify and resolve technical issues

Where possible, data is anonymised or aggregated.

The lawful basis for this processing is Article 6(1)(f) – legitimate interests, as it helps us improve our services and business operations.

Conducting Market Research

We may use your contact details and booking history to:

Conduct customer satisfaction surveys
Invite participation in research
Understand customer preferences
Evaluate service quality
Participation in surveys is voluntary

The lawful basis is Article 6(1)(f) – legitimate interests, and where required, Article 6(1)(a) – consent. We use this to ensure that we are providing the right services in the most effective ways.

Security Management

We utilise CCTV and AI Camera on our coaches and in our depots.

We believe that such use is necessary for legitimate business purposes, including:
to prevent crime and protect buildings and assets from damage, disruption, vandalism and other crime;
for the personal safety of staff, visitors, customers and other members of the public and to act as a deterrent against crime; to support law enforcement bodies in the prevention, detection and prosecution of crime;
to assist in day-to-day management, including ensuring the health and safety of staff and others; to assist in the effective resolution of disputes which arise in the course of disciplinary or grievance proceedings; to investigate any accident or incidents that occur as part of our coach travel services and to ascertain as much information as possible as to possible cause(s) of the incident(s)/accident(s)

In certain circumstances, we may need to disclose images to law enforcement agencies. This will only be done where there is a legal basis to do so.

The lawful basis: Article 6(1)(f) – legitimate interest. Ensuring a safe environment for all stakeholders within the business.

Clear signage is displayed on our vehicles and premises to inform individuals that CCTV is in operation.

Marketing Communications

Where you have previously booked or purchased services from us, or requested information, a quotation, or other services, we may send you marketing communications about similar services under the “soft opt-in” rule, unless you have opted out.

We may use your name, contact details, and booking history to assess whether our products, services, or offers may be relevant to you. We do not use profiling or automated decision-making tools.

This may include:

Sending promotional emails or newsletters
Informing you of special offers or new services
Personalising marketing communications

Our lawful basis for marketing is Article 6(1)(a) – consent, where required and Article 6(1)(f) – legitimate interests, where we are permitted to market similar services to existing customers.

You have a choice about whether you wish to receive marketing information from us.

You have the absolute right to object to us processing your personal information for marketing purposes and to withdraw your consent when that is the basis we rely on.

You can exercise these rights and change your marketing preferences at any time by contacting the group marketing department on [email protected] who will apply these changes locally.

Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve functionality, analyse website usage, and enhance user experience. Cookies are small text files stored on your device when you visit a website.

When you visit our website, we may automatically collect technical data including your IP address, browser type, device information, and pages visited through cookies and analytics tools.

We use different types of cookies including strictly necessary cookies required for the operation of the website, and analytics cookies which help us understand how visitors interact with our website.

Where required by law, we will ask for your consent before placing non-essential cookies on your device. You can manage or withdraw your consent at any time through the cookie preferences tool on our website[SO3] or through your browser settings.

Disclosure of Personal Information

Personal data may be shared with third parties. We ensure that third parties processing personal data on our behalf adhere to data protection standards and confidentiality requirements.

We may share your information with the following:

Payment service providers – to process payments for bookings
Booking and reservation system providers – to manage ticketing and reservations
IT service providers and website hosting companies – to maintain and support our systems and online services
Customer communication providers – such as email or SMS platforms used to send booking confirmations or service updates
Insurance providers – in the event of accidents, incidents, or claims
Legal advisers and professional consultants – including solicitors, accountants, and auditors where required
Law enforcement or regulatory authorities – where disclosure is required by law or for the investigation of incidents
Local authorities or transport authorities – where necessary for licensing, regulation, or contractual services
CCTV system providers – for the maintenance and operation of onboard security systems
Emergency services – where necessary to protect the health or safety of passengers

Personal data is shared with such recipients only to the extent necessary and in compliance with applicable data protection laws.

We do not sell or rent personal data to third parties for marketing purposes, but we may share your information with any of our companies within the wider group.

Meet Our Operators | The Coach Travel Group

If we sell or buy any business or assets, we may disclose your personal data to the prospective seller or buyer of such business or assets.

Data Security[SO4] [AH5] and Retention

We implement technical and organisational measures to protect personal data from unauthorised access, disclosure, alteration, and destruction.

We will hold your data for no longer than we need it to fulfil the purposes for which it was collected, including legal, accounting, or reporting requirements.

The periods of retention will be dependent on our relationship with you and why we are processing your data. We may have legal reasons, such as a financial obligation, to keep your data beyond its immediate use, but this will never be for longer than industry standard.

Examples of data retention are outlined below; however, this list is not exhaustive and may not be limited to the items specified.

Data Type

Typical Retention

Payment records

6 years

CCTV footage

typically 30–90 days unless required for investigation

Recruitment data

6–12 months

Data Subject Rights

Under the UK GDPR and other information rights laws, you have rights as an individual to ask for information we hold about you in a recorded form.

You have the following rights under UK GDPR:

Right of access – request a copy of your personal data
Right to rectification – request correction of inaccurate data
Right to erasure – request deletion of personal data where appropriate
Right to restrict processing – request limited use of your data
Right to data portability – request your data in a portable format
Right to object – object to certain processing including marketing
Rights relating to automated decision making and profiling