Accidents, complaints & feedback If during your visit you have an accident, we will keep a record of this to comply with our Health & Safety practices. We may also need to keep the records for legal reasons and may need to share this information with our insurers, the health & safety executive or any other relevant authority. We take all complaints very seriously. We will only use the personal information we collect to process and resolve the complaint, which may involve communicating with you the outcome. We also use this information to check on the level of service we provide. Customer comment cards are provided to passengers for feedback. This information is used to reply to queries and we would opt you into any marketing updates you have requested.