Fly & Relax respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains how Fly & Relax collects, uses, stores and discloses personal information when you visit our website, contact us, request a quotation, make a booking or otherwise use our travel services.

1. Who we are

Fly & Relax is an Australian-owned travel company providing and arranging travel services including flights, hotels and accommodation, cruises, group tours, family holidays, holiday packages and customised travel itineraries.

Business name: Fly & Relax
Website: flyandrelax.com.au
Email: support@flyandrelax.com.au
WhatsApp: +61 416 314 897

In this Privacy Policy, “Fly & Relax”, “we”, “us” and “our” refer to Fly & Relax.

2. What personal information we collect

Depending on how you interact with us, we may collect information including:

• your name;
• contact details;
• email address;
• telephone or mobile number;
• residential or mailing address;
• date of birth;
• passport or travel document details;
• nationality;
• travel preferences;
• booking and itinerary information;
• emergency contact details;
• information about travel companions;
• payment and transaction information;
• correspondence and enquiries;
• information provided through quotation or booking forms;
• information required to arrange special travel requests; and
• other information reasonably necessary to provide our services.

Where necessary for arranging travel services, some information may constitute sensitive information under Australian privacy law. Where applicable, we will handle such information in accordance with the requirements of the Privacy Act and Australian Privacy Principles.

3. How we collect personal information

We may collect personal information:

• directly from you;
• when you submit an enquiry or request a quotation;
• when you make or amend a booking;
• when you contact us by email, telephone or WhatsApp;
• through our website forms;
• when you communicate with us through social media;
• from travel suppliers or service providers involved in your booking;
• from authorised persons acting on your behalf; and
• from other sources where permitted by law.

We aim to collect personal information by lawful and fair means and, where practicable, directly from you.

4. Why we collect and use your information

We may collect, hold, use and disclose your personal information to:

• respond to your enquiries;
• prepare travel quotations;
• arrange and manage bookings;
• issue airline tickets and other travel documents;
• arrange accommodation, tours, cruises, transfers and other travel services;
• communicate with airlines, hotels, tour operators, cruise operators, wholesalers and other travel suppliers;
• process payments;
• manage changes and cancellations;
• communicate important information about your booking;
• provide customer support;
• handle complaints and enquiries;
• meet legal and regulatory requirements;
• protect our business, customers and systems;
• improve our website and services;
• send marketing communications where permitted and where you have provided the required consent; and
• perform other functions reasonably necessary to provide our services.

5. Disclosure of personal information

To arrange your travel, we may disclose relevant personal information to third parties including:

• airlines;
• hotels and accommodation providers;
• cruise operators;
• tour operators;
• destination management companies;
• wholesalers and travel suppliers;
• booking and reservation platforms;
• payment providers;
• technology and IT service providers;
• website and hosting providers;
• customer service providers;
• professional advisers;
• insurers where relevant;
• government authorities where required; and
• other parties where you have authorised us to do so or where disclosure is permitted or required by law.

We only seek to disclose information that is reasonably necessary for the relevant purpose.

6. Overseas disclosure

Travel arrangements often require us to provide personal information to travel suppliers and service providers located outside Australia.

For example, information may need to be provided to an overseas airline, hotel, tour operator, cruise operator, destination management company, booking platform or other supplier in connection with your travel.

The countries in which information may be disclosed will depend on your itinerary and the suppliers used for your booking.

These countries may include countries in Asia, Europe, North America, the Middle East and other destinations relevant to your travel.

Where required by applicable privacy law, we will take reasonable steps concerning overseas disclosure.

7. Payment information

Where payments are processed through a third-party payment provider, your payment information may be collected and processed directly by that provider.

Fly & Relax generally does not need to retain complete credit or debit card details where payment processing is performed by a third-party payment provider.

Third-party payment providers may have their own privacy policies and terms.

8. Website cookies and analytics

Our website may use cookies and similar technologies to:

• operate the website;
• remember preferences;
• improve website functionality;
• understand how visitors use the website;
• monitor website performance;
• improve our services; and
• support marketing activities where applicable.

We may use third-party analytics or website technologies for these purposes.

You can generally control cookies through your browser settings. Disabling certain cookies may affect website functionality.

9. Marketing communications

We may use your contact information to send information about Fly & Relax services, travel offers, holiday packages, special deals or other relevant communications where permitted by law.

You can unsubscribe from marketing communications at any time by using the unsubscribe facility provided or by contacting us.

Unsubscribing from marketing communications will not prevent us from sending essential communications relating to an existing booking or transaction.

10. Data security

We take reasonable steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

Security measures may include appropriate access controls, secure systems, passwords, authentication, secure communications and the use of reputable third-party service providers.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

11. How long we retain personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including providing services, managing bookings, resolving disputes, meeting legal obligations and maintaining appropriate business records.

When personal information is no longer required, we may securely destroy or de-identify it where appropriate and permitted by law.

12. Accessing your personal information

You may contact us to request access to personal information we hold about you.

We may need to verify your identity before providing access.

In some circumstances, access may be refused or limited where permitted or required by law.

13. Correcting your personal information

If you believe information we hold about you is inaccurate, incomplete or out of date, please contact us.

We will take reasonable steps to correct information where appropriate.

14. Privacy complaints

If you believe Fly & Relax has mishandled your personal information, please contact us.

We will review your complaint and seek to respond within a reasonable period.

Please provide sufficient information to allow us to investigate the matter, including the nature of your concern and relevant dates or communications where available.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

Further information about privacy complaints is available from the OAIC website.

15. Children’s privacy

Our website is not specifically directed at children.

Where a travel booking involves a child, we may collect information about the child that is reasonably necessary to arrange the travel service, generally from a parent, guardian or authorised person.

16. Third-party websites

Our website may contain links to websites operated by third parties.

Those websites have their own privacy practices and policies.

Fly & Relax is not responsible for the privacy practices of third-party websites that are not controlled by us.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, technology, legal requirements or information-handling practices.

The updated version will be published on our website and will include a revised “Last updated” date.

18. Contact us

For privacy enquiries, requests for access or correction, or privacy complaints, please contact:

Fly & Relax

Email: support@flyandrelax.com.au
WhatsApp: +61 416 314 897
Website: flyandrelax.com.au
Australia

We will handle privacy enquiries and complaints in accordance with applicable privacy laws and our obligations under those laws.