Introduction
STC Escapes uses artificial intelligence (AI) tools in parts of our work. This policy sets out how we use them, what we do not use them for, and how we protect the families and travellers we work with.
We publish this policy because we believe clients have a right to know how their trip is planned and how their information is handled. We would rather be open about our use of AI than leave clients to wonder.
In this policy, “AI” means software that produces text, summaries or suggestions in response to an instruction, such as Claude and Microsoft Copilot.
This policy applies to everyone employed by The Specialist Travel Consultancy Ltd, which trades as STC Escapes. It does not apply to our overseas ground agents or suppliers, who are separate companies. Some of the companies we work with, such as our ground agents and the Vamoos travel app, may use AI in their own services. Their use of AI is their own responsibility and is not covered by this policy.
The policy is organised around four principles: fairness, accountability, transparency and ethics.
How we use AI
We use AI to help our team work more efficiently. It assists our staff; it does not replace their knowledge or judgement. Our main tool is Claude, which we use on a paid business plan. We also use Microsoft Copilot from time to time, which is included in our Microsoft 365 IT package.
We currently use AI to help with:
- planning our marketing;
- drafting and editing written content so that it matches our tone of voice, including blog posts, social media posts, newsletters, emails and itinerary descriptions;
- formatting itineraries into a clear, well-presented document, using information our team has gathered;
- maintaining and adding to our websites;
- building software and bespoke IT tools for our business with AI coding tools, overseen by a professional developer;
- drafting client emails and email sequences, and keeping track of daily sales tasks and replies;
- preparing emails to travellers about passports and health requirements for their trip;
- organising information in our customer records system.
A member of our team reviews all AI-assisted work before it reaches a client or is published.
What we do not use AI for
We do not use AI to create images or video.
We do not use AI to put itineraries together. Our team gathers the information for each itinerary, and we use AI only to format it into a well-presented document.
We do not use AI to complete or sign off our risk assessments.
Fairness
AI tools can repeat errors and stereotypes found in the material they learned from. We therefore check AI-assisted work for accuracy and fair representation before we use it.
We describe the destinations we visit, and the communities who host our travellers, accurately and respectfully. Our staff correct anything that is misleading or biased.
Accountability
People at STC Escapes remain responsible for every decision we make and everything we send. AI may help prepare work, but it does not make final decisions on our behalf.
The member of staff who sends or publishes a piece of work is responsible for its accuracy, however it was prepared.
Staff use only the AI tools the company has approved, through subscription-based AI services paid for by the company.
All staff are undertaking external training in the use of AI, supplemented by internal training sessions.
If an error, such as inaccurate or incorrect information, reaches a client, we will put it right promptly and inform the people affected.
Transparency
We publish this policy so that clients, and anyone considering travelling with us, can see how we use AI. It is a working document, because AI technology changes quickly.
If you would like to know whether AI was used in preparing something we have sent you, please ask.
Please be aware that some of our client-facing communications may have been written with the help of AI.
Ethics
We use AI where it helps us serve our clients better, and not as a substitute for the experience of our team.
We do not use AI to create images or video, and we do not present AI-generated material as the real experience of a trip. The photographs and trip accounts we publish come from real trips.
We are aware that AI tools use energy and other resources. As a certified B Corp, we use AI where it adds value to our work rather than by default, and we have undertaken training on how to use AI in a more eco-friendly way.
Our use of AI follows our Data Protection, Safeguarding and Privacy policies. Where this policy and those policies differ, those policies take priority.
Your personal information
Our Operations team uses AI to help send accurate, timely emails to travellers about passports and health requirements for each trip. To prepare these emails, the AI tool processes the personal information each one needs. This can include passport expiry dates and health information, such as a medical condition and the medication a traveller must bring.
We do this through Claude on a Team plan, a business account covered by commercial data protection terms. A member of our team checks every email before it is sent.
Some of our AI tools connect to our email and customer records so that they can help us draft replies and manage enquiries. These connections use the company’s business accounts, and personal information is handled in line with UK data protection law and our Privacy Policy.
You can find out more about how we handle your information in our Privacy Policy.
Review and contact
We review this policy every six months, or sooner if our use of AI changes.
If you have a question about how we use AI, please contact Harry, our Sales Manager, at harry@thestc.co.uk, or call the office on 01392 660056.