Protecting your privacy
Virgin Australia is committed to protecting the privacy of your personal information.
We also have terms and conditions that apply to your travel with us, use our websites, join Velocity, or purchase goods and services from us. Please read these terms and conditions (see the link at the bottom of each of our websites) prior to purchasing any services or products from us or using our websites, or when you are directed to do so during “check-out” or joining.
2 Collecting your personal information
We collect your personal information so that we can provide you with our services and any products that you may have requested and also to carry out our functions and activities. This means collecting things like your contact details so that we can book your flight, handle your luggage, communicate with you about your travel arrangements and welcome you in our lounges.
We also collect your personal information so that we can improve the service we provide and also to let you know about flight specials or other offers we think might interest you.
You have the option to remain anonymous or use a name other than your own (a "pseudonym"). We will try to provide you with this option wherever we can.
If we cannot collect personal information from you, we may not be able to provide you with our services or products. For example, we will need your personal details in order to book a flight for you.You can't fly with us if you can't give us that information.
We prefer to collect information directly from you, but sometimes we will collect your personal information from someone else. This is generally because you have made a booking through one of our agents or partners, or we are required to by law.
3 Using and disclosing your personal information
If we need to use your personal information for any other purpose, we will obtain your consent first, unless:
(a) we are required by law to do so. This will often cover our dealings with Australian customs and other law enforcement authorities or
(b) we are required or authorised under the Privacy Act. You can read more about this at the OAIC Government Website.
4 Our marketing and your personal information
You have a right to ask us not to send you any marketing or promotional materials.
You can let us know at any time by contacting Virgin Australia or clicking on the "unsubscribe" link at the bottom of any promotional email we send you.
5 How we use technology
6 How we hold your personal information and keep it safe
We mostly hold personal information electronically in our IT systems and databases, but we also use hard copy paper files and voice call recordings for our call centres. We use third party service providers in Australia and overseas to store some personal information.
We take steps to protect the information that we hold about you from misuse, interference and loss, and from unauthorised access, modification or disclosure. If we determine that we no longer need information about you, or we are no longer required by law to hold it, we will destroy that information or ensure that it is de-identified.
7 We like quality information
We try to ensure that the information that we hold about you is accurate, complete, relevant and up-to-date. If we update information that we hold about you, and we have given this information to a third party, then we will ask that third party to also update the information that it holds about you.
Please help us to do this by letting us know if your details change or we send you an email or letter that contains incorrect details.
8 Your right to access and correct your personal information
9 Complaints or concerns?
If you have a complaint about our privacy practices, you can make a complaint to us by writing to us at:
PO Box 1034 Spring Hill QLD 4004
Phone: (07) 3295 3000