About Us

Condensed Virgin Australia Privacy Policy

Protecting your privacy

Virgin Australia is committed to protecting the privacy of your personal information. 

This Condensed Privacy Policy provides you with a snapshot of our privacy practices. The aim is to help our guests, visitors to our Virgin Australia and Travel - Virgin Australia (hereafter referred to as "our websites")  and any other individual who interacts with us, to quickly find information about our privacy practices. If you would like more detail, please read our full Privacy Policy.

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.

Our Privacy Policy (condensed and full version) is available on our website and was last updated in August 2014.


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.

We also collect personal information from you if a law requires us to.

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

We will generally only use and disclose your personal information that we hold about you for the purposes for which we collected it (the ones set out in our full Privacy Policy or in a Privacy Collection Statement (PDF)).

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.

We are likely to disclose your personal information to organisations and persons located overseas. You can find further information about this under “Disclosing your personal information overseas” in our Privacy Policy. 


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

Our websites use cookies and web tracking tools to collect and use personal information. We also have a number of smart phone and tablet applications that allow our guests to book flights, check-in, manage their reservation, access in-flight services on your iPad and a number of other things. These apps collect and use personal information including through the use of cookies and web-tracking tools. We also use text messaging to keep our guests informed of flight schedule changes and other flight options.

Read more about how we use technology in our full Privacy Policy.


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

You have a right to request access to the personal information that we hold about you and to ask us to correct it. For more information, please see our full Privacy Policy.


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:

Privacy Officer 
Legal Department
PO Box 1034 Spring Hill QLD 4004
Phone: (07) 3295 3000
Email: privacy@virginaustralia.com

Please see our full Privacy Policy for more information abut making a privacy complaint and your rights.