What this policy covers
Your privacy is important to us, and so is being transparent about how we collect, use, and share information about you. This policy is intended to help you understand:
- What personal information we collect about you
- How we use the personal information we collect
- How we share the personal information we collect
- How we store and secure the personal information we collect
- How to access and control your personal information
- How we transfer personal information we collect internationally
- Other important privacy information
- Additional data protection provisions
Webjet, “we” and “us” refers to Webjet Marketing Pty Ltd, 509 St Kilda Road Melbourne VIC 3004 (ABN 68 002 013 612) and its related entities. Webjet enables customers to compare, combine and book the best domestic and international travel flight deals, hotel accommodation, holiday package deals, travel insurance and car hire worldwide.
We collect personal information about you when you provide it to us, when you use our Services, and when other sources provide it to us, as further described below.
Information you provide to us
We collect personal information about you when you input it into the Services, including the Webjet products you use, whether by posting, sending or sharing, or otherwise providing it directly to us.
Account and Profile Information: We collect personal information about you when you register for an account, create or modify your profile, set preferences, sign-up for or make bookings through the Services.
Personal information you provide through our products: We collect your personal information when you provide contact details, fill in booking information or when you speak to our customer services personnel including:
- Name - so we can address you;
- Age - rates and insurance premiums differ with ages;
- Country residence - some suppliers vary rates by country of residence;
- State - required when insurance is purchased;
- Address - for fraud analysis checks;
- Telephone number and email address of all passengers* - to contact you on;
- Credit Card information - to charge you once your booking is confirmed;
- Frequent flyer information – for you to earn points;
- Passport information – including date of birth, used to book an airline ticket;
- Nationality - required by some carriers to book an airline ticket.
*Contact telephone number and email address of all passengers are also required as per the IATA mandate 830d, to ensure airlines can contact all passengers of delays, scheduled changes and cancellations.
Personal information required for contact tracing purposes: We are required by government agencies to collect contact information from each passenger for contact tracing purposes as an element of public health response to COVID-19. This data may be shared with the airline your booking is made with, State and Territory Health Agencies and Federal Government Departments for the purpose of contact tracing. The additional information collected will only be used and retained for as long as necessary for contact tracing purposes. Additional information includes:
- Postcode of the primary traveller;
- Email, phone number and postcode of all additional passengers in that booking record.
Personal information you provide through our websites: The Services also include our websites owned or operated by us. We collect other personal information that you submit to these websites, which include social media or social networking websites operated by us. For example, you provide personal information to us when you provide feedback or when you participate in any interactive features, surveys and live chat.
Personal information you provide through our support channels: The Services also include our customer support, where you may choose to submit information regarding a question/request/problem you are experiencing with a Service. Whether you speak to one of our representatives directly or otherwise engage with our support team, you will be asked to provide contact information, a summary of the question/ request/problem you have and any other related information that would be helpful in resolving the issue.
Payment Information: We collect certain payment and billing information when you make a booking or enquiry, to charge you once the booking is confirmed. You might also provide payment information, such as payment card details, which we collect via secure payment processing services.
Information we collect automatically when you use the Services
We collect personal information about you when you use our Services, including browsing our websites and taking certain actions within the Services.
Your use of the Services: We keep track of certain information about you when you visit and interact with any of our Services. This information includes the features you use, the links you click on and frequently used search terms. The information we collect about your use of the Services is limited to clickstream data about how you interact with and use features in the Services, in addition to content-related information described in "Personal Information you provide through our products" above.
Device and Connection Information: We collect information about your computer, phone, tablet, or other devices you use to access the Services. This device information includes your connection type and settings when you access our Services. We also collect information through your device about your operating system, browser type, IP address, URLs of referring/exit pages, device identifiers. We use your IP address and/or country preference in order to approximate your location to provide you with a better Service experience. How much of this information we collect depends on the type and settings of the device you use to access the Services.
Information we receive from other sources
We receive personal information about you from other Service users, from third-party services, from our related companies, and from our business and channel partners.
Other users of the Services: Other users of our Services may provide information about you when they submit content through the Services. For example, we may receive your email address from other Service users when they provide it in order to add you to the booking or invite you to the Services.
Webjet Partners: We work with a global network of partners who help us market and promote our Services, generate leads for us, resell our Services, complete sales, improve and identify and design new Services. We receive and share information with these partners, such as billing information, contact information, information about the Services you are interested in or have booked, and what country you are in.
Other Partners: We receive information about you and your activities on and off the Services from third-party partners, such as advertising and market research partners who provide us with information about your interest in and engagement with, our Services and online advertisements.
How we use the personal information we collect depends in part on which Services you use, how you use them, and any preferences you have communicated to us. Our primary purpose in collecting your personal information is to help with a smooth and efficient booking process for you. Having your information allows us to provide services to best suit your needs and make your experience quick and easy. It also helps us improve our Services and identify and develop new Services.
Below is more information about the specific purposes for which we use the personal information we collect about you.
To provide the Services and personalize your experience: We use personal information about you to provide the Services to you, including to process or complete transactions with you, authenticate you when you log in and provide customer support. We combine personal information about you and your activities to provide an integrated experience, such as to allow you to find information from one Service while searching from another or to present relevant product information as you browse across our websites.
For research and development: We are always looking for ways to make our Services smarter, faster, secure, integrated, and useful to you, and to identify and develop new Services that may be of interest. We use collective learnings about how people use our Services and feedback provided directly to us to troubleshoot and to identify trends, usage, activity patterns and areas for integration and improvement of the Services and identification and development of new Services. For example, to improve a certain feature, we automatically analyse recent interactions of users and how often they use the feature to gather the most relevant information. We automatically analyse and aggregate frequently used searches to improve the accuracy and relevance of suggested products. In some cases, we apply these learnings across our Services to improve and develop similar features or to better integrate the services you use. We may ask you to participate in surveys relevant to your use of the Services, for example, your experience using our booking platform or your travel experience. We also test and analyse certain new features with some users before rolling the feature out to all users.
To communicate with you about the Services: We use your contact information to send transactional communications via email and within the Services, including completing and confirming your booking, reminding you of payments, responding to your comments, questions and requests, providing customer support, and sending you notices. We also send you communications as you onboard to a Service to help you become more proficient in using that Service. These communications are part of the Services and in most cases, you cannot opt out of them as they are necessary for the accurate use and communication of the Services. If an opt out is available, you will find that option within the communication itself or in your account settings.
To market, promote and drive engagement with the Services: We use your information, including contact information and information about how you use the Services, to identify and send promotional communications that may be of specific interest to you, including by email and by displaying Webjet ads on other companies' websites and applications, as well as on platforms like Facebook and Google. These communications are aimed at driving engagement and maximising what you get out of the Services, including information about latest deals that we think may be of interest to you. We also communicate with you about new offers, promotions and contests.
Customer support: We use your personal information to resolve the issues you encounter, to respond to your requests for assistance and to improve the Services.
For safety and security: We use personal information about you and your Service use to verify accounts and activity, to monitor suspicious or fraudulent activity and to identify violations of Service policies.
To protect our legitimate business interests and legal rights: Where required by law or where we believe it is necessary to protect our legal rights, interests and the interests of others, we use information about you in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.
With your consent: We use information about you where you have given us consent to do so for a specific purpose not listed above. For example, we may publish testimonials or featured customer stories to promote the Services, with your permission. You may withdraw this consent at any time.
To complete your booking or as otherwise required to provide you with the Services you have purchased, we may pass your information on to our suppliers and other providers of those Services. You accept that not all these recipients may have privacy policies or be subject to privacy laws equivalent to Webjet’s and consent to the disclosure of your personal information for that purpose.
We also share personal information with third parties that help us operate, provide, improve, integrate, customize, support and market our Services. These parties include:
Service Providers: We work with third-party service providers to provide website and application development, hosting, maintenance, backup, storage, virtual infrastructure, payment processing, analysis and other services for us, which may require them to access or use information about you. If a service provider needs to access information about you to perform services on our behalf, they do so under close instruction from us, including policies and procedures designed to protect your information.
Webjet Partners: We work with a global network of partners who help us market and promote our products (for example, by providing consulting and sales services), who generate leads for us and help us improve our products and Services. We may share your information with these partners in connection with these services, such as to assist with marketing and promotions, or as part of our agreement with them.
With your consent: We share information about you with third parties (including Webjet partners and resellers) when you give us consent to do so. For example, we often display personal testimonials of satisfied customers on our public websites. With your consent, we may post your name alongside the testimonial.
Compliance with Enforcement Requests and Applicable Laws; Enforcement of Our Rights: In exceptional circumstances, we may share information about you with a third party if we believe that sharing is reasonably necessary to (a) comply with any applicable law, regulation, legal process or governmental request, including to meet national security requirements, (b) enforce our agreements, policies and terms of service, (c) protect the security or integrity of our products and services, (d) protect Webjet, our customers or the public from harm or illegal activities, or (e) respond to an emergency which we believe in good faith requires us to disclose information to assist in preventing the death or serious bodily injury of any person.
Sharing with affiliated companies: We share and transfer personal information with affiliated entities as part of our global operations. We may also share or transfer information in connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company. You will be notified via email and/or a prominent notice on the Services if a transaction takes place, as well as any choices you may have regarding your information.
We will not sell or rent any personal information about you to a third party.
Information storage and security
We use reasonable technical and organisational measures to secure your personal information.
We use reputable data hosting service providers in Australia and Singapore to host the information we collect.
Security of transactions
Our secure booking server uses encryption to ensure the industry standard levels of security. This is shown by the padlock in the closed position at the base of your browser screen. Any information, including credit card details, that you enter and submit on this page will be encrypted and securely transmitted. When your transaction is complete your information is stored in an encrypted state. All information transmitted on the booking page is done using SSL (Secure Sockets Layer). SSL uses a cryptographic system that uses two keys to encrypt data, which are a public key, and a private or secret key known only to the recipient of the message.
How long we keep information
How long we keep personal information we collect about you depends on the type of information, as described in further detail below.
Account information: We retain your account information for as long as your account is active and a reasonable period thereafter in case you decide to re-activate the Services. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyse personal characteristics about you.
Marketing information: If you have elected to receive marketing emails from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our Services, such as when you last opened an email from us or ceased using your account. We retain information derived from cookies and other tracking technologies for a reasonable period from the date such information was created.
Any other personal data will be retained for the purposes of our business dealings and in meeting our legal requirements.
You have certain choices available to you when it comes to your information. Below is a summary of those choices, how to exercise them and any limitations
Data subject rights: You have the following rights:
- To ask for and receive details about the personal information we hold about you;
- To request a copy of your personal information; and
- To correct or complete any inaccuracy or omission in your personal information.
You can exercise some of the choices by logging into the Services and using settings available within the Services or your account. For all other requests, you may contact us as provided in the Contact Us section below to request assistance.
Your request and choices may be limited in certain cases: for example, if fulfilling your request would reveal information about another person.
If you have unresolved concerns, you may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed.
Access and update your information: Our Services give you the ability to access and update certain information about you from within the Service. For example, you can access your profile information from your account. You can update your profile information within your profile settings and modify content that contains information about you using the editing tools associated with that content.
Request that we stop using your information: In some cases, you may ask us to stop accessing, storing, using and otherwise processing your personal information where you believe we don't have the appropriate rights to do so. For example, if you believe an account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this policy.
Withdraw consent: Where you gave us consent to use your personal information for a limited purpose, you can contact us to withdraw that consent, but this will not affect any processing that has already taken place at the time. You can also opt-out of our use of your personal information for marketing purposes by contacting us, as provided below.
Opt out of communications: You may opt out of receiving promotional communications from us by using the unsubscribe link within each email, updating your email preferences within your account , or by contacting us as provided below to have your contact information removed from our promotional email list or registration database. Even after you opt out from receiving promotional messages from us, you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.
Turn off Cookie Controls: Relevant browser-based cookie controls are described in our Cookies and Tracking Notice.
We collect information in Australia and New Zealand. As part of our standard operations, we may transfer, process and store your information with affiliates in countries outside of your country of residence. We primarily store information in Australia. Your personal information may also be accessed by staff in our Customer Service Centres in India and the Philippines.
We may also transfer, process and store your information outside of your country of residence to wherever our third-party service providers operate for the purpose of providing you the Services. Whenever we transfer your information, we take steps to protect it and ensure we comply with relevant data protection legislation.
Links and Widgets
We are not responsible for the privacy or security practices of other organisations, which may be different than this policy.
To the extent that we may be regarded as a joint controller with any third-party site, including Facebook, the terms of the joint controllership arrangement are as detailed on the third-party site.
Our policy towards children
The Services are not directed to individuals under 16. We do not knowingly collect personal information from children under 16 without parental or guardian consent, unless allowed by relevant local laws. If we become aware that information about a minor has been collected without the appropriate consent or approval, we will take steps to delete such information. If you become aware of any circumstance where we have collected information about a minor without the appropriate consent or approval, please contact our support services.
If you are providing personal information about a child under 16, for example, where they are part of your booking, you confirm that you have the appropriate consent or authorisation to provide that information to us.
If you have questions or concerns about how your information is handled, please contact us as follows:
Attention: Data Protection Officer
Level 2, 509 St Kilda Rd
Melbourne VIC 3004
E: [email protected]
P: +613 9828 9500
Webjet is committed to providing customers with a fair and responsible system for the handling of customer complaints.
If at any time you have any concerns or complaints in relation to privacy or the operation of the Website, please contact us through our feedback form so that we may resolve them.
Last updated 25 October 2022