This case is about:

  • personal information sent to the wrong address.

Mr A. Smith booked a round-the-world trip with a travel agent.  However, the agent sent him the travel documents for a Mr B. Smith, including a photocopy of Mr B. Smith’s passport, rather than his own.

Mr A. Smith telephoned the travel agent immediately to inform them about the mix up. He was also concerned about the whereabouts of his own personal information. They apologised and reassured him that his documents were on their way to him.

Mr A. Smith was therefore shocked when Mr B. Smith telephoned him to say that he had received his travel documents in the post. Mr A. Smith then sought advice from us.

We advised Mr A. Smith to raise a formal complaint with the travel agent about this disclosure of personal information. He should ask them how the error occurred and what they had done to prevent a similar error from happening again. The travel agent wanted the opportunity to apologise to Mr Smith. They explained that the error was down to an isolated mistake by an employee and explained the safeguards they had in place to prevent a reoccurrence.

Although he had a full response from the travel agent, Mr A. Smith decided to share his concern with us. We thanked Mr Smith for bringing the incident to our attention.

We looked at the reply that had been given, and considered any other information we had about this organisation from other sources. Although something had gone wrong we did not consider that further action was necessary at this point. We were satisfied that the procedures the organisation had put in place seemed reasonable and should prevent a similar breach from happening again.

In reporting the concern to us Mr Smith was aware that his case would be taken into account if we received information about this organisation in the future.