Privacy and information handling.

Last updated: 23 June 2026

1. Who we are

Travel Agents Help Desk, referred to on this page as TAHD, we, us or our, operates this website and the related client/admin portal used to manage enquiries, quotes, accepted requests, file uploads, messages and deliverables.

TAHD provides practical support services for travel advisors, agencies and travel-industry users. This may include document preparation, advisor tools, calculators, forms, qualifiers, branded resources, guides, checklists, workflow support and admin support.

2. Scope of this privacy page

This privacy page applies to information collected through the TAHD public website, enquiry forms, quote process, client portal, admin portal, request workspace, file upload process, email communications and any related service interaction.

It covers personal information, agency information, booking-related information and documents that may be supplied to us in connection with a support request.

3. Information we collect

The information collected depends on how you use TAHD. We may collect:

• your name, agency name, role, email address and phone number;
• details submitted through enquiry or support request forms;
• the type of support requested, such as document preparation, calculator support, branded tools, workflow assistance or admin support;
• quote details, quote status, acceptance records and decline reasons;
• client portal account details, including login email, name, organization and account status;
• messages sent through the request workspace;
• files uploaded through the client portal or admin portal;
• travel documents, booking notes, supplier confirmations, itinerary details and document-preparation material supplied for an accepted request;
• deliverable records, review notes and file review status;
• technical records such as IP address, browser/device information, timestamps, system logs and activity logs;
• email delivery and transactional communication records.

4. How we collect information

We collect information when you:

• submit an enquiry or support request;
• reply to an email from TAHD;
• receive, view, accept or decline a quote;
• create or use a client portal account;
• send messages through the request workspace;
• upload files, documents or source material;
• download or review deliverables;
• interact with the website or portal.

We may also create internal records as part of service delivery, such as activity logs, request timeline entries, file review notes, internal admin notes and deliverable status records.

5. How we use information

We use information to provide and manage TAHD services. This includes:

• responding to enquiries and support requests;
• reviewing the requested scope of work;
• preparing, sending and managing quotes;
• creating client portal access and setup links;
• creating and managing accepted request workspaces;
• reviewing uploaded files and source material;
• requesting missing or replacement information;
• preparing documents, templates, tools, calculators, guides, checklists or other deliverables;
• sending service updates, quote access emails, setup emails and deliverable notifications;
• maintaining records of workflow activity, status changes, messages and file handling;
• improving TAHD’s internal process, service quality and support structure;
• meeting operational, accounting, legal or security obligations.

6. Client portal and account information

The client portal is used to view quotes, accept quotes, access request workspaces, upload files, send messages and download deliverables. Portal access is generally linked to an agency or organization record.

Client users should keep their login details secure and should not share access links, setup links or passwords with unauthorised people. TAHD may disable user accounts where access is no longer required, where access appears compromised, or where the associated organization asks for access to be removed.

7. Uploaded files and travel documents

Uploaded files may contain travel-advisor work material, client travel information, supplier confirmations, itinerary details, passenger names, travel dates, booking references, destination notes, payment dates, document-preparation instructions or other booking-related information.

You should only upload files that are relevant to an accepted request. You should not upload unnecessary identification documents, payment card details, unrelated personal files, or information that is not required for the requested work.

Files are intended for service delivery and request management. They are not intended for public access. TAHD stores uploaded files outside the public website area where the application is configured that way, and serves files through permission-checked download endpoints.

8. Sensitive booking information

Travel work can involve information that is sensitive in context, even where it is not a formal identity document. Examples include names, travel dates, destinations, passport-related notes, accessibility requirements, special assistance needs, insurance prompts, medical or dietary notes, supplier references and emergency travel arrangements.

TAHD uses this information only where it is relevant to the requested work. Advisors and agencies are responsible for ensuring they have authority to provide information and documents to TAHD for the purpose of completing the requested service.

9. Email and transactional communications

TAHD may send transactional emails such as enquiry acknowledgements, quote access emails, client portal setup links, quote acceptance notifications, request updates and deliverable notifications.

Transactional emails may occasionally be filtered into spam or junk folders by the recipient’s email provider. If an expected email has not arrived, the recipient should check spam/junk folders and confirm that the email address supplied to TAHD is correct.

10. Cookies, analytics and technical data

The website and portal may use cookies or similar technical mechanisms to support login sessions, security, form handling and basic website operation. The site may also record technical data such as IP address, browser type, device information, page requests, timestamps and system events.

This technical data is used to operate the website, maintain security, investigate errors, prevent misuse and improve the service.

11. Disclosure to third parties

TAHD does not sell personal information. We may disclose or make information available to third parties where reasonably necessary for service operation, support or legal compliance. This may include:

• website hosting and server providers;
• email delivery, mailbox or transactional email providers;
• IT support, development or maintenance providers;
• professional advisers such as accountants, legal advisers or compliance advisers;
• regulators, law enforcement or other authorities where required by law;
• another person or organization where authorised by you or your agency.

12. Overseas access or storage

Depending on hosting, email, backup, support and software arrangements, information may be stored, processed or accessed from locations outside your country. This can occur where infrastructure providers, support providers or email systems operate internationally.

Where practical, TAHD aims to use reputable providers and reasonable security controls appropriate to the service.

13. Storage and security

TAHD takes reasonable steps to protect information from unauthorised access, misuse, interference, loss and unauthorised disclosure. Security measures may include portal authentication, role-based access, permission-checked file downloads, storage outside the public website area, server configuration controls and activity logging.

No website, email system or internet-connected service can be guaranteed to be completely secure. Users should avoid sending unnecessary sensitive information and should use the client portal rather than ordinary email where document upload is requested.

14. Data retention

TAHD may retain enquiry records, quotes, accepted request records, messages, file records, deliverable records, activity logs and related information for operational, accounting, audit, legal, dispute-management and service-continuity purposes.

Where information is no longer required, TAHD may archive, delete or de-identify it. Retention periods may vary depending on the type of record, whether a quote was accepted, whether work was performed, whether payment or accounting records exist, and whether the information is needed for support history.

15. Access, correction and deletion requests

You may request access to personal information TAHD holds about you, or ask for incorrect information to be corrected. You may also ask us to delete information where it is no longer required.

Some information may need to be retained for operational, legal, accounting, audit or dispute-management reasons. Where deletion is not possible, TAHD may explain why and, where appropriate, restrict or archive the information instead.

16. Data breach handling

If TAHD becomes aware of a suspected data breach, we will assess the issue, take reasonable steps to contain it, investigate the circumstances and determine whether any notification is required.

Where required by applicable law, TAHD will notify affected parties, regulators or other relevant bodies. Users should report suspected unauthorised access, unexpected portal activity or misdirected emails as soon as possible.

17. Complaints

If you have a privacy concern, contact TAHD first so the issue can be reviewed. Please include enough detail for the matter to be investigated, such as the relevant email address, organization, request reference, quote reference, file name or approximate date.

If you are not satisfied with the response, you may have the right to contact the relevant privacy or data protection authority in your jurisdiction.

18. Changes to this privacy page

TAHD may update this privacy page as the website, portal, service model, legal obligations or operational processes change. The updated version will be published on this page with a revised update date.

19. Contact

Privacy questions or requests should be sent through the contact or support process on this website, or to the email address published by TAHD for support communications.