Privacy Policy - Virgin Australia

Virgin Blue Holdings Ltd ACN 100 686 226, its subsidiaries and other related companies, including Virgin Australia Airlines, Virgin Australia Airlines (NZ), Virgin Australia Airlines (SE Asia), Virgin Samoa, Virgin Australia International Airlines and Velocity Rewards (“we”, “us”, and “our”, singularly or collectively as the context requires) recognises the importance of privacy issues. This Privacy Policy briefly tells you how we manage the personal information that we collect, use, hold and disclose and how to contact us if you have any queries. This Privacy Policy does not cover personal information collected or held by us about our employees and is to be read subject to any overriding provisions of law or contract.

We comply with the applicable privacy laws and we are committed to take all reasonably available measures to protect your privacy.

By visiting our website and/or providing personal information to us, you consent to the terms and conditions in this Privacy Policy unless you tell us to the contrary by following the instructions contained on our website or by contacting our Privacy Officer or our Guest Contact Centre.

1 Background

Personal information is information or an opinion, in any form and whether true or not, about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion.

Sensitive information encompasses health information and information about a person's race, ethnic origin, political opinions, membership of political, professional or trade associations, religious or philosophical beliefs, sexual preferences and criminal history. Sensitive information may only be collected if you consent to it or when required by law. We will assume that, unless you tell us otherwise, you have consented to the collection of the information that you have provided to us for use in accordance with this Privacy Policy which may vary from time to time.

In this policy, we refer collectively to personal information and sensitive information as personal information.

We only collect the personal information we reasonably require, in the course of our business of providing services, in accordance with this Privacy Policy by lawful, fair and non intrusive means.

2 Collection of personal information by us

In addition to our need to collect personal information to provide services, we are also required to collect personal information under the laws pertaining to civil aviation and air travel.

The kinds of personal information we collect and store will depend on what products and services you request from us. However, it may include (amongst other things):

3 Where your personal information is stored

Where we store your personal information depends on what products and services you have requested from us. However, some areas may include (amongst other things):

For further information on how we use your information, check the section entitled Use and disclosure of personal information by us.

4 How your personal information is stored

We take reasonable steps to preserve your personal information from loss, unauthorised access, modification or disclosure in accordance with the Virgin Australia Web Site Terms of Use and this Privacy Policy.

We regularly review developments in security and encryption technologies. Unfortunately, no data transmission over the Internet can be guaranteed as totally secure. Accordingly, although we strive to protect such information, we cannot ensure or warrant the security of any information you transmit to us or from our online products or services and you do so at your own risk. Once we receive your transmission, we take reasonable steps to preserve the security of the information in our own systems.

If a substantial data breach has or may have occurred (i.e. your personal information was shared with unauthorised entities), we will promptly notify you and the Privacy Commissioner about that actual or possible breach.

We only keep your personal information for as long as it is required for the purpose for which it was collected or as otherwise required by law. We take appropriate measures to destroy or permanently de-identify your personal information when we no longer need to retain it. These measures may vary depending on the type of personal information concerned, the way it was collected and how it is stored.

5 How your personal information will be used

We collect your personal information so that we can use it for our functions and activities and to provide services to you, which include, amongst other things:

If you do not provide us with your personal information, we will be unable to do one or more of the above (including being unable to accept any flight booking).

If you also subscribe to our mailing list, we may email to you updates about our products and services. If you do not wish to remain a subscriber to our mailing list or otherwise receive updates on our products and services, you are able to unsubscribe from our mailing list via our website, or by contacting our Guest Contact Centre.

If you are making a flight booking for yourself and other persons to the same destination, you acknowledge that your personal information will be shared with such other persons.

6 Exchange of personal information with third parties

Personal information we collect from you may be disclosed:

Such disclosure may include the transfer of your personal information between Australia and Canada, Cook Islands, Fiji, Indonesia, New Zealand, Papua New Guinea, Samoa, Solomon Islands, South Africa, Thailand, Tonga, United Kingdom, United States of America and Vanuatu. You consent to your personal information being disclosed to these overseas recipients unless you advise the Privacy Officer or the Guest Contact Centre otherwise. Please note that if you do not authorise us to transfer your personal information, it may limit the services we can provide to you or may prevent us from supplying services to you.

We may also obtain personal and other information from some or all of the third parties listed above to enable us to provide our services or products to you. When we obtain personal and other information from third parties whom we are referred to by you, we will assume and you will ensure that you have made that third party aware of the referral of the persons and purposes involved in the collection, use and disclosure of the relevant personal or other information.

7 Use and disclosure of personal information by us

If we use or disclose your personal information for a purpose (the "secondary purpose") other the main reason for which it was originally collected (the "primary purpose"), to the extent required by law, we will ensure that:

8 Employment applications

Generally, the type of personal information we collect about you is the information included in your application, for example, your name, mailing address, telephone number, email address, career history, education details or other information relating to your career.

In considering your application, we may also obtain personal information about you from third parties, for example, from your previous employers or nominated referees. We may also collect sensitive information about you such as information about your health (including any disability) or any criminal record that you may have.

We collect personal information for any one or more of the following purposes:

If you do not provide us with the information we seek, we will be unable to do one or more of the above.

We may disclose your personal information to:

If we engage third party contractors to perform services for us which involves handling personal information we will take reasonable steps to prohibit the contractor from using personal information except for the purposes for which it was supplied.

9 Collection of information other than personal information

If you visit our website, some of the information we and/or our contractors collect about your visit to our website is not personal information because it does not reveal your identity. Information of this nature can include:

Site visit information

When you visit our website, we and/or our contractors collect general information about your visit which may include your server address, the date and time of your visit, the pages you accessed, the information you downloaded and the type of Internet browser you used.

We and/or our contractors may use this information in anonymous, aggregated form, for statistical purposes only, to assist us in improving the quality and usability of our website.


A cookie is a small string of information that a website transfers to your browser for identification purposes. The cookies we and/or our contractors use may identify individual users.

Cookies can either be "persistent" or "session" based. Persistent cookies are stored on your computer, contain an expiration date, and are mainly for the user's convenience. Session cookies are short-lived and are held on your browser's memory only for the duration of your session, they are used only during a browsing session, and expire when you quit your browser.

We and/or our contractors may use both session and persistent cookies. This information may be used to personalise your current visit to our and our contractors' websites. Upon closing your browser, the session cookie is destroyed.

Most Internet browsers can be set to accept or reject cookies. If you do not want to accept cookies, you can adjust your Internet browser to reject cookies or to notify you when they are being used. However, rejecting cookies may limit the functionality of our website.

10 Collection of personal information from children

Virgin Australia hosts general audience sites and does not knowingly collect personally identifiable information from children under the age of 13 without verifiable parental consent. If you are under the age of 13, please do not provide us with personally identifiable information of any kind whatsoever. If your child provides us with personally identifiable information, you may contact our Privacy Officer to delete this information from our records.

11 Access and correction of your personal information

You can ask to obtain access to your personal information that we and/or our contractors hold, although under some circumstances permitted by law, we may not provide such information to you. Also, we may not be able to require our contractors to provide personal information to you.

We may ask you to put your request in writing and pay a reasonable fee levied by us for providing you with the information you have requested. We may also ask you to provide us with some proof of identification before releasing or correcting your personal information.

It is important to us that the personal information we hold about you is accurate, complete and up-to-date. If you are aware that this is not case and would like to correct your personal information, or simply desire access to your personal information, please contact our Privacy Officer.

We will deal with your request within a reasonable time and, if we decide not to correct or provide you with access to your personal information, we will give you our reasons for our decision.

12 Site Security Policy

Our website uses up-to-date technology to maximise the security of your personal information. Technology such as Secure Site Certificates and Secure Socket Layers ensure your information is as secure as possible. Particularly, we use a Thawte Secure Site Certificate to protect your personal information. Details and validity of this certificate can be viewed by clicking the thawte verification link in our Website Security FAQ.

More information on Website Security can be found in our FAQ section and includes the topics below

Using supported browsers and plugins also plays a part in your Website Security. For information on supported Browsers and Plugins check the minimum requirements in our FAQ.

13 Method of sale

There are three ways to book a flight with Virgin Australia and those are:

If Calling From Contact Number
Australia (all airlines)13 67 89
New Zealand0800 67 0000
United States of America1-800 444 0260
United Arab Emirates8000 170 050
United Kingdom0843 104 7777

South Africa **

(**being decommissioned on 22nd Feb 2012)

+27 11 461 6444
Anywhere else in the world+61 7 3295 2296


Please note that Virgin Australia does NOT cold call Guests or engage in unsolicited telemarketing campaigns, so do not under any circumstances accept a verbal offer over the phone or provide credit card details to anyone calling you directly and claiming to be from Virgin Australia.

14 Complaints

If you have a complaint about the way we have dealt with your personal information, please contact our Privacy Officer.

We will make all attempts to respond to your complaints or requests within a reasonable time after the complaint or request was made.

15 Updates to Privacy Policy

We may amend this Privacy Policy at any time and from time to time. If we do so, we will post the amended Privacy Policy on our website (mentioned above) so that you will always be aware of how we manage your personal information. The Privacy Policy is also available upon request to our Guest Contact Centre.

16 Further information

Please contact our Privacy Officer if you have any queries about the personal information that we hold about you or the way we handle that personal information.

17 Privacy Officer contact details

The Privacy Officer - Legal
Virgin Australia Holdings Ltd
PO Box 1034
Ph: +61 7 3295 3000
Fax: +61 7 3839 4024