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About Us

Privacy Statement - Bookings

Who is collecting your personal information?

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

Collection of your personal information

We collect your personal information when you or a third party acting on your behalf:

  • provide your details to us in connection with your flight, holiday or experience booking;
  • make or update your flight, holiday or experience booking;
  • request Special Assistance, medical clearance, or other arrangements in relation to your booking or on-board experience; and/or
  • provide information in connection with a safety investigation, complaint or claim.

If your health or other sensitive information is provided to us in connection with any of the above circumstances, you consent to us collecting this information and handling it as described in this Privacy Statement.

Authority for collection of personal information

We are required under the Customs Act 1901, Migration Act 1958, Civil Aviation Act 1988 and the Civil Aviation Regulations 1988 to collect your contact details, passport details (where you are travelling to or from Australia) and your travel itinerary.

Why do we collect your personal information?

We collect your personal information to:

  • process and make arrangements for your flight, holiday or experience booking and any additional products or services you requested during the booking process or your flight;
  • communicate with you before and after your flight, holiday or experience;
  • identify and arrange benefits for you with our airline and non-airline partners, including frequent flyer program recognition and benefits, complimentary membership and discounts.;
  • contact you by text message, email or other digital service (such as through our applications that you install on your device such as mobile or iPad) or phone with marketing material that may interest you pre and post flight;
  • establish your requirements and make any Special Assistance or other arrangements for you when you are travelling with us or one of our holiday or experience providers;
  • process your medical clearance request; and/or
  • investigate a safety incident or accident, complaint or claim that you were involved in.

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

If we cannot collect your personal information as described above, we will not be able to process your flight, holiday or experience booking, or your Special Assistance, medical clearance or other requests. In addition, we may not be able to fully investigate an incident, complaint or claim, or provide you with all or some of our other products and services.

Who will we disclose your personal information to?

We may disclose your personal information:

  • to our related companies including Velocity Frequent Flyer, our airline and non-airline partners, and Virgin Australia Holidays Partners;
  • to travel and booking agents and third parties who provide us with (or help us provide) products and services including catering services, ground handling services, technology-related support services and call centre services;
  • to another person if they made the booking on your behalf, are named in your booking,or are travelling with you as a support person;
  • to security and law enforcement agencies;
  • to 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;
  • in the event of an emergency or other incident in which you are involved, we may disclose your personal information to government departments and agencies and other support organisations involved in the emergency/incident response, and to your family member(s) who contact us seeking information about you or the emergency/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 Passenger Reference with another person who you do not wish to have access to your personal or booking information.

Further information about how we will handle your personal information is contained in our Privacy Policy.

Overseas disclosure of your personal information

We are likely to disclose your personal information to the overseas countries where:

  • you are travelling to or from (including to ground handlers, local law enforcement and security agencies, our airline and other partners, hotels and other service providers who are providing you with a product or service);
  • our third party service providers are located; and/or
  • 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 contains information about how you can access or correct your personal information.

Privacy complaints

Our Privacy Policy contains information about how you can make a privacy complaint and how we will deal with a privacy complaint. You can contact our Privacy Officer at

Last updated January 2018