Privacy Policy


The privacy policy explains what personal information we collect when you visit the Luggage-Point website or contact us by other means (letter, telephone, email etc.) and how we use your data.


Our Data Protection Register Number is ZA331876, listed under Luggage-Point UKENA Limited. You can contact us by email, telephone 0330 223 0913 or by letter to our Head Office – Ground Floor, Unit 39B Colbourne Crescent, Cramlington, Northumberland, England. NE23 1WB.


In order to provide you with our services, we may collect personal information about you from our website, telephone conversations, emails and written and verbal communications. We may, for example, keep a record of your name, address, delivery address, email address and telephone number. We may also store your bank details in order to provide you with a payment for compensation or return of currency you have lost at an airport we operate in.

We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, for example, our commercial partners.

How will we use your information?

All personal information that we obtain about you will be recorded, used, and protected by us in accordance with current data protection legislation and this privacy policy. We will primarily use your personal information to provide our products and services to you and, for example:

  • To communicate with you in the event that there may be a problem with any products or services you have requested or they are unavailable
  • For record keeping purposes – training, monitoring our staff and improving our services
  • For market research
  • To track activity on our website
  • To share with selected third party companies in order to provide you with the service requested (for example, shipping couriers).

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal details and/or information concerning your activities whilst visiting the site, we shall do so. We collect your data through the use of contact forms on this website, recorded telephone conversations, email/written communication and face to face transactions.


We use CCTV systems for:

  • Security: to prevent theft, violence and other crime.
  • Health and safety: to check that health and safety rules are being complied with and/or so that footage is available in the event of a specific breach.
  • Protecting business interests: e.g. to prevent misconduct.
  • Assessing and improving productivity
  • Compliance with legal and regulatory obligations.


Luggage-Point utilises a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance, dispute resolution, security purposes and for protecting the interests of the business e.g. to prevent misconduct.
Calls received may be recorded by Luggage-Point and will be retained for a period of three months. Internal and external calls made by employees of the business may be recorded and these recordings will only be used for the purposes specified in this policy.
We shall ensure that the use of these recordings is fair and complies with the requirements of the relevant legislation including:
• The Regulation of Investigatory Powers Act 2000;
• The Telecommunications (Lawful Business Practice) (Interception of Communications Regulations) 2000;
• The Telecommunications (Data Protection and Privacy) Regulations 1999;
• The General Data Protection Regulation (GDPR) (EU) 2016/679
• The Human Rights Act 1998.
Scope of policy – Calls received may be recorded by Luggage-Point. External calls made by employees of the business may be recorded by Luggage-Point. Under normal circumstances a call will not be retrieved or monitored unless:
• It is necessary to investigate a complaint;
• It is part of a management ‘spot check’ that customer service standards are being met;
• There is a threat to the health and safety of staff or visitors or for the prevention or detection of crime;
• It is necessary to check compliance with regulatory procedures; or
• It will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way.
If it becomes clear that a communication is private or the person making the call says that they do not wish to have their call recorded, the call recording will be stopped.
Collecting information – Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with the The General Data Protection Regulation. It will be:
• Adequate, relevant and not excessive;
• Used for the purpose(s) stated in this policy only and not used for any other purposes;
• Accessible only to senior managerial staff
• Treated confidentially;
• Stored securely; and
• Not kept for longer than necessary.


We use cookies to analyse how visitors use our website.  You can read more about our use of cookies below.


You have statutory rights relating to any of your personal data that we hold. Find out more at the ICO website here.

You also have a right to request to see a copy of any personal data we hold about you. Please send any such requests to us recorded mail addressed to: The Data Controller, Luggage-Point, 27 Apex Business Village, Cramlington, Northumberland, England. NE23 7BF.


If you have any questions or complaints about our data privacy policy or personal data that we may hold about you please contact us by email, telephone 0330 223 0913 or by letter to our Head Office – Ground Floor, Unit 39B Colbourne Crescent, Cramlington, Northumberland, England. NE23 1WB.


This privacy policy does not cover other websites that we may link to from this website.


This policy was reviewed and updated on 13/03/2024.


We use “cookies” as part of a normal business procedure. Cookies are small text files that are created by a web server and stored on your computer when you visit a website. The website that created the cookie can read the contents when you are at their website.

Many websites use cookies to improve your browsing experience e.g. remember your log-in details, record which items you have selected to purchase, or even tailor what content is displayed depending on your preferences. Cookies can also be used to record ‘analytics’ data i.e. which web pages you visit, whether or not you arrived at the web page by clicking on an advertisement or an affiliated website. Many websites find the collection of analytics data valuable in improving the quality and content of their web sites.


Here are details of the individual cookies used by our website. We use cookies for the following purposes:

Cookie Type Name Purpose
Google Analytics ga_gat


These cookies are used to collect information about how visitors use our website.

All the major browsers allow you to block cookies and delete those that have already been created on your computer, usually within the ‘Tools’ section of the browser. These tools allow you to specify which cookies you will accept by type and often by specific websites using an exception list e.g. you can block all cookies and then list the website from which you will accept cookies.