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About us

Privacy Statement - Health Information

Who is collecting your personal information?

Your health information is being collected by Virgin Australia Airlines Pty Ltd (ABN 36 090 670 965). Our contact details are available at our website or you can email us at

Collection of your personal information

We collect your health information when you or a third party acting on your behalf (such as your travel agent, employer, carer/support person, doctor or insurer):

  1. request Special Assistance, medical clearance, particular dietary requirements or other arrangements in relation to your booking or on-board experience (such as a special meal request); or
  2. provide information in connection with a medical clearance request, safety investigation, complaint, claim or other health-related matter.

Why do we collect your personal information?

Generally, we will ask for your consent to handle your health information or, in certain circumstances, you will consent to our collection by providing your health information to us.  We may also handle your health information on other legal grounds, including to comply with our legal obligations, to protect your interests (where you are not capable of giving your consent), where it is in the public interest and in relation to legal claims. We will not use your health information for marketing purposes.

We collect your health information to:

  1. establish your requirements and make any Special Assistance or other travel arrangements (such as a special meal request) for you when you are travelling with us or one of our holiday or experience providers;
  2. process your medical clearance form; and
  3. investigate a safety incident, accident, complaint, claim or other health-related matter that relates to you.

What would happen if we did not collect your personal information?

If we cannot collect your health information, we may not be able to provide you with Special Assistance, medical clearance, special meals and/or process your flight or experience booking. We also may not be able to fully investigate a safety incident, complaint, claim or other health-related matter.

Who will we disclose your personal information to?

  1. We may disclose your health information to our related companies, our airline partners, security and law enforcement agencies.
  2. If there is more than one person named in your booking, your booking was made by another person, or you are travelling with a support person, we may disclose your health information to that person(s).
  3. Any other person or organisation from whom you have asked us to obtain or to disclose health and other personal information, for example, your doctor, carer/support person, travel agent, insurer or our airline or non-airline partners.
  4. Third parties who provide us with (or help us provide) products and services. These include providers of our catering services (where your health information results in a special meal request on-board), ground handling services, technology and related support services and call centre services.
  5. In the event of an emergency or other incident in which you are involved, we may disclose your health and other personal information to persons and organisations involved in the emergency/incident response, and to your family member(s) who contact us seeking information about you or the incident.

We may also disclose to and/or update your booking on request from, any person who can provide the Booking Reference for your booking and confirm the full name of one or more passengers or meet other verification criteria. It is very important that you do not share you Booking Reference with another person who you do not wish to have access to your personal or booking information.

Further information about our likely uses and disclosures of personal information is contained in our Privacy Policy.

Overseas disclosure of your personal information

We are based in Australia, so your personal information will be processed in Australia. However, we are likely to disclose your health information to countries located outside of Australia where:

  1. you are travelling to or from where it is necessary to effect your Special Assistance or other travel arrangements;
  2. our third party service providers are located; and/or
  3. our Velocity Frequent Flyer Program Partners are located.

See our Privacy Policy for a list of the countries to which we may disclose your personal information.

Access and correction of your personal information

Our Privacy Policy located on our website contains information about how you can access or correct your personal information (as well as additional rights which might apply depending on where you are located).

Privacy complaints

Our Privacy Policy contains information about how you can make a privacy complaint or ask us a question about our privacy practices and how we will deal with a privacy complaint or respond to your query. You can contact our Privacy Officer at

How long will we keep your personal information for?

Our Privacy Policy contains information about how long we will keep your personal information.

Last updated May 2018