Privacy & Data Protection Policy
Company & consumer information · Privacy & data protection · Booking, cancellation & refund terms
Updated: 4 November 2026
About this notice
Charleston Travel Ltd, trading as FCM Travel Solutions Kenya, handles personal information when responding to enquiries, arranging travel and providing related services. This notice explains the information we use, its purposes, relevant sharing and your privacy rights. It is based on our Data Protection Policy dated 1 January 2026.
Information we collect
Depending on the services requested, information may include identity and contact details, date of birth, passport or other travel-document details, itinerary and booking information, payment and transaction information, traveller profiles and preferences, emergency contacts, correspondence, feedback and marketing preferences. Health, accessibility or dietary information may be needed for particular requested services. We collect relevant information from you, your authorized employer or travel sponsor, correspondence and forms, and where appropriate publicly available sources.
Why we use information
We use information to answer enquiries, maintain traveller profiles, arrange and support bookings, process payments, manage accounts, communicate service changes, respond to complaints, and meet legal and reporting obligations. We may also use relevant information for business administration, service analysis, surveys and marketing as permitted by law. The lawful basis depends on the activity, including contractual necessity, legal obligations, applicable legitimate interests and consent where required. Providing information is not blanket consent for unrelated uses. If essential booking information is unavailable, we may be unable to arrange the requested service.
Information shared for travel services
We share information relevant to a booking with the airlines, hotels, transport companies, tour operators and other providers needed to deliver it. Information may also be shared with the employer or travel sponsor arranging the trip and relevant FCM entities or partners. Payment information is processed through the channels required for the authorized payment service. Suppliers may handle information under their own privacy notices; ask us for relevant details if you cannot find them. Charleston Travel Ltd remains accountable for the processing for which it is responsible.
International transfers
International travel may require information to be sent to suppliers or partners outside Kenya. Applicable transfer requirements and safeguards must be met, including suitable contractual safeguards or another lawful transfer basis as appropriate. You may contact us for information about transfers relevant to your booking.
Security and retention
We use organizational and technical measures designed to protect personal information against unauthorized access, loss, alteration and disclosure. Access is limited according to responsibilities. We retain information for the service purposes for which it is needed and applicable legal, accounting, reporting and dispute requirements. The appropriate period depends on the information and circumstances; information is not retained indefinitely merely because a booking once existed.
Your choices and rights
Subject to applicable law and its exceptions, you may request information about how your data is used, access it, seek correction, object to relevant processing, and request deletion where permitted. Where processing relies on consent, you may withdraw that consent. Withdrawal does not invalidate earlier lawful processing and may affect services that need the relevant information. Contact us to update marketing preferences or opt out of marketing communications. Service communications may still be needed for an active booking.
Children and representatives
A parent, guardian or properly authorized representative may exercise applicable rights on another person’s behalf. When arranging travel for someone else, provide only information you are authorized to supply and make this notice available to them where appropriate.
Contact and complaints
Email info@ke.fcm.travel with the subject “Privacy request”, or write to Charleston Travel Ltd, The Address, 10th Floor, Muthangari Drive, Nairobi, Kenya. We may need to verify your identity and authority before disclosing or changing information. You may also raise a complaint with Kenya’s Office of the Data Protection Commissioner at https://www.odpc.go.ke/ or through its complaints portal at https://cie.odpc.go.ke/Complaint.
Website cookies and external services
The website uses a Google tag for measurement and includes external services such as Google Maps. Card-brand artwork may load from the card scheme’s website. Loading external content can disclose technical information, including your IP address and browser details, to that provider. Cookies and similar technologies can be used by these services when you visit or interact with them. You can manage or delete cookies through your browser settings; blocking some cookies may affect site functions. Read Google’s cookie information and controls for its services. Contact us if you need information about personal data associated with your use of this website.