Assurance & governance
Private travel is a trust business. This page exists so a family office, chief of staff, or general counsel can satisfy themselves in ten minutes rather than ten emails.
First response
Within 4 business hours
Response, active journey
Immediate, any hour
Pre-departure package
14 days before travel
After your return
Personal contact within 5 days
Six standing commitments
01
Client names never appear in marketing, case studies, or supplier conversations beyond what a booking requires. Staff sign confidentiality terms on joining and on every renewal. Household staff and family offices can be named as the only point of contact.
02
We hold the minimum needed to travel: preferences, loyalty numbers, and itinerary detail. Passport and payment data are never collected by email or web form. Records are retained for the term of the engagement plus twenty-four months, then deleted on request or on schedule.
03
Every operator, villa, driver and fixer is either used by us before, or inspected and referenced before a client is placed. Aviation is sourced only through operators with current certification and insurance we have seen in writing.
04
Professional indemnity and public liability cover are held and evidenced on request. Travel, medical and evacuation cover is arranged per journey and named in the itinerary, so nobody discovers a gap at the worst moment.
05
Every engagement has a named lead and a named second who holds the same file. A written escalation path runs from concierge to duty manager to principal, with defined time limits at each step and no single point of failure.
06
Fees are agreed in writing before work begins. Supplier costs pass through at cost with commissions disclosed. No booking is made on a client's behalf without written approval of the amount.
Data classification
Everything we hold about you is classified before it is stored, which decides where it lives and who may see it. No Tier 1 or Tier 2 detail is ever entered into a consumer AI tool.
Tier 1 — Restricted
Passports, dates of birth, payment and medical detail
Never collected by email or web form. Held only in a secure store, only for as long as a booking requires.
Tier 2 — Confidential
Identity, itinerary, travel dates, addresses
Shared with a supplier only where the booking cannot be made without it, and only the field required.
Tier 3 — Internal
Research, supplier records, our own procedures
Studio property. Never disclosed to another client or supplier.
Tier 4 — Public
Approved brand material
The only category that may be published, and it contains no client detail.
Escalation
No intermediate judgement, no queue, no waiting for business hours. Everything else has a written path from concierge to duty manager to principal, with a time limit at each step.
Document pack
Ask once and the pack arrives as a single PDF, under a mutual confidentiality agreement where you prefer one.
Request the pack