Last updated: 22 November 2023
 

Your privacy matters


We understand that your privacy is important to you. It's important to us, too.

We want to be open with you so you understand how we handle your personal information. On this page, you'll find details about:

  • what we collect
  • why we collect it
  • how we use it
  • how we share it.

We encourage you to read this page, whether you want to fly through it or take in every word. If you have any questions, we're always here to help. Just ask.

 
 


Contents



Helpful terms and key phrases


Helpful terms
 

personal data This Privacy Policy is focussed on obligations under the Australian Privacy Act 1988 (Cth), and mainly uses the term ‘personal information’ (see below). However, in the European Economic Area or United Kingdom, the term personal data is used. This means any information relating to an identified person, or a directly or indirectly identifiable person. See section 14 for more information about personal data. 
personal information In Australia, personal information means an opinion or information about an identified person, or a person who is reasonably identifiable. For example, a person may become reasonably identifiable when one piece of information is linked to another piece of information in a way that identifies the individual. See section 4 for examples of personal information. 
sensitive information

Sensitive information is a type of personal information. Examples of sensitive information include:

  • health information
  • racial or ethnic origin
  • religious beliefs.

See section 4 for examples of sensitive information and details about when we’ll collect it. 

third party A person, group or company that is involved in a situation or transaction, in addition to you and us. See section 1 for more about who we are. 
us/we/our The Virgin Australia Group. See section 1 for more about who we are. 
usage and device data 

Usage and device data is technical information about your device, and how that device interacts online with digital channels such as websites and apps. This information is collected using cookies and similar technologies. Examples of usage and device data we collect and use are:

·       technical details, such as your:

  • operating system
  • device ID
  • internet protocol (IP) address and city associated with the IP address
  • web browser
  •  internet service provider (ISP)

·       how your device or IP address uses websites and apps, such as when you visited and what you viewed

·       how your device or IP address interacts with advertising and marketing communications.

Digital channels we collect information from include our websites and mobile apps, social media platforms, our direct marketing communications sent to you by email or shown on social media, and advertising on third party websites and applications.

We may link usage and device data with personal information we hold about you. For example, this can happen when you use or have previously used your device or IP address to log into a membership or account with us or visit our website from a communication we sent you.

The information we collect may depend on your privacy and device settings.


Key phrases
 

Airline Partners Other airlines that we partner with where:
  • we sell their flights or use their services
  • they sell our flights or use our services.
Booking Reference  A six-digit reference code at the top of your Itinerary. 
Itinerary Your travel plans, including a document that has the details of your travel plans.
Marketing Partners

Third parties that we work with to advertise and market:

  • our products and services
  • their products and services.

For example, advertising partners (such as where we sponsor an event, team, or organisation) and tourism partners.

Organisation A Virgin Australia Group customer (other than an individual), including a business, government, or corporate customer, including for flight bookings, cargo bookings or charter bookings.
Service Providers

Third parties that help us provide our products and services and run our business. For example:

  • bag and ground handlers
  • cargo operators
  • guest services and customer support providers, such as our call centres
  • catering and other in-flight services providers, like in-flight entertainment and Wi-Fi
  • parties who provide white label arrangements for us, such as white label websites 
  • software, analytics, hosting, and IT (information technology) providers. This includes providers of our Global Distribution System and other technology solutions that help us manage bookings and arrangements with Airline Partners and Travel Partners
  • data brokers, data analytics, data washing and data matching providers
  • sales, marketing and advertising service providers and public relations providers. This includes social media and other digital platforms that help us to define and deliver marketing offers and targeted online advertising. It also includes providers that conduct market research for us
  • printing and distribution providers, such as providers who send out marketing mail or print Velocity membership packs
  • accounting, audit, legal and compliance service providers, and other professional advisers
  • banks, insurers, financial institutions, and payment processing providers
  • airports
  • safety and security service providers
  • identity verification and fraud detection service providers
  • prize fulfilment and other service providers who help us with competitions. 
Travel Partners Third parties we work with to provide you with access to more travel products and services. For example, insurance, hotel stays and car hire.
Velocity Partners Third parties we work with, including airlines, retailers, and financial service providers from whom Velocity members can earn or redeem Velocity Points for our:


1. Who are we?


We're a group of companies operating under several different names, collectively known as Virgin Australia Group
 


2. What does this Privacy Policy cover?


This Policy is about how we manage your personal information under relevant privacy laws


About our Privacy Policy


This page sets out our Privacy Policy. It describes how we collect, use, hold and share your personal information, including when you:

  • fly with us
  • take part in our consumer and business loyalty programs
  • use our websites and apps
  • have contact with us in person, over the phone or online
  • otherwise use our products and services.

We’re based in Australia, so this Privacy Policy focuses on how we collect and handle your personal information according to the Australian Privacy Act 1988 (Cth), which includes the Australian Privacy Principles (APPs). 

If you're based in the European Economic Area (EEA) or the United Kingdom (UK), please also read section 14 of this Policy.

If you're a job applicant, fly straight to section 9 of this Policy.


3. What doesn't this Privacy Policy cover?


This Privacy Policy doesn't apply in some situations


4. What personal information do we collect?


This section lists the main types of personal information we collect. The types of personal information we collect will depend on how and why you engage with us, but it can include the information set out in this section. Please read section 5 of this Policy for more details about how we collect personal information.


Personal information


Sensitive information


5. How do we collect personal information?


We collect personal information in many ways from various sources


6. Why do we handle your personal information, including sensitive information?


We may collect, hold, use, or disclose your personal information, including sensitive information, as part of our business activities
 


Personal information


Sensitive information


7. What happens if we can't collect your personal information?


We usually need to collect your personal information when we interact with you, but there are some exceptions


Our products and services


When we interact with you, we usually need to collect your basic personal information, such as your name and contact details. If we can't collect this information, we may be unable to provide you with the product or service you seek. For example, we may be unable to:

  • handle your flight, cargo or another travel booking
  • accept or manage your membership application or give you member benefits
  • help you with medical clearance, specific assistance, or other requests
  • carry out incident investigations or respond to complaints or claims.

In some situations, you can choose whether to provide your personal information. For example, when calling us with a general enquiry.


8. How do we share your personal information?


We may share your personal information in the Virgin Australia Group or with third parties
 

Section 6 of this Policy outlines why we may share your personal information with others. We have provided some examples in this section about when and why we will collect or share personal information with these third parties, but you should review Section 6 for further detail. 


9. What happens to your personal information when you apply for a job with us?


We may collect, handle, and share your personal information in specific ways if you're a job applicant


10. When do we share your personal information overseas?


Sometimes, the third parties we work with are based overseas, or they need to deal with information overseas


We store some personal information in Australia and some overseas. Sometimes, the third parties we work with are based overseas or need to access, store, or transfer personal information overseas. The location of these third parties will depend on the circumstances but generally, we may disclose personal information to third parties located in the countries where:

  • you are travelling to or from (including any stopover locations)
  • you are sending cargo to or from (including any stopover locations)
  • you have a bought another travel product or service, such as hotels, car hire, experiences, or insurance
  • our Airline Partners, Velocity Partners, Travel Partners, and Marketing Partners are located
  • Our key third party Service Providers are located, including:
    • Germany
    • India
    • Ireland
    • Japan
    • the Philippines
    • Switzerland
    • Turkey
    • United Kingdom
    • United States of America.
    • the Netherlands


11. How do we protect your information?


How we secure personal information


12. Access and correction requests


Access and correction


You have a right to request access to or correction of your personal information held by us.                           

You can ask us:

  • for access to your personal information
  • to correct your personal information if it's inaccurate, out of date, incomplete, irrelevant, or misleading.

For privacy and security reasons, we will verify your identity before we:

  • give you access to your memberships, accounts, or personal information
  • correct your information
  • meet other privacy requests.

You can contact us to make an access or correction request.

We’ll respond to your request as soon as we can and provide you with access to your personal information in the way you have requested, as long as your request is reasonable. 

If we need to give you access in a way that’s different to your request, we’ll discuss this with you. 

Sometimes we may reject your request. For example, if you can't confirm your identity, or if we believe your request will have an unreasonable impact on someone else’s privacy. If this happens, we'll tell you why in writing. If you disagree with us, you can let us know using the complaints procedure in this Policy.

If we cannot correct your personal information, you can ask us to make a note that you believe your personal information is inaccurate, out-of-date, irrelevant, or misleading.

You may also have other rights if you're in the EEA or UK. For more information, see section 14 of this Policy


13. Complaints


What to do if you have concerns about how we've handled your personal information


If you’re unhappy, you can make a complaint 


If you have a general complaint or query regarding your experience with us, please use check the Contact Us page for Velocity or Virgin Australia.

If you’re unhappy with how we've handled your personal information, <please get in touch with us.

We take privacy complaints seriously, so we'll investigate, respond, and deal with your complaint fairly. We aim to respond within a reasonable time – this is usually within one month.

If you're still unhappy, you can complain to the Office of the Australian Information Commissioner (OAIC).


14. Additional information if you're in the European Economic Area or the United Kingdom


If you're based in the EEA or the UK, this section may also apply to you