terms and conditions

1. Background and scope

Flight Centre Travel Group is one of the world's largest travel agency groups. We need to collect, use and disclose personal information in order to perform our business functions and activities, including making and managing travel bookings on behalf of our customers. We are firmly committed to protecting the privacy and confidentiality of personal information and to maintaining various physical, electronic and procedural safeguards to protect personal information in our care.

This Privacy Notice (“Notice”) sets out how this Flight Centre Travel Group business or application processes and protects the privacy of your personal information. It applies to all individuals with the exception of residents of California (see section 2).

For the purposes of the General Data Protection Regulation 2016/679 (“GDPR”) and other similarly situated legislation we are a “data controller” (or equivalent) for the processing of personal information you provide to us in connection with:

our provision of business travel products and services;
event management services;
the provision of leisure travel products and services; and
for the purpose of all our marketing activities.

There may be instances where your local data protection laws impose more restrictive information handling practices than the practices set out in this Notice. Where this occurs, we will adjust our information handling practices in your jurisdiction to comply with your local data protection laws.

2. California Privacy Notice and Rights

Residents of California must refer to our California Consumer Privacy Act (“CCPA”) Privacy Notice, accessed via this link. Our CCPA Privacy Notice sets out how Flight Centre processes personal information in compliance with California law including the CCPA.

3. What personal information do we collect?

Personal information has the meaning given under your local data protection law and, where the GDPR applies, the meaning of personal data given under the GDPR. Personal information generally means information which relates to a living individual who can be identified from that information, or from that information and other information in a person’s possession, including any expression of opinion, whether true or not, and whether recorded in material form or not, about an identified or reasonably identifiable individual, and any indication of intention in respect of an individual.

Generally, the type of personal information we collect about you is the information that is needed to facilitate your travel arrangements and bookings and to arrange travel related products and/or services on your behalf.

We therefore typically process the following types of personal information about you:

contact information (such as name, residential/mailing address, telephone number, email address);
date of birth;
passport details, national identity card details, driver’s license details;
online identifiers (such as IP address, device data, and network information);
loyalty program / frequent flyer details;

Commercial Information, including records of products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies;
Biometric information;
Internet or other electronic network activity (such as the device and network you are using to connect with us), as further described in section 12;
Geolocation data;
Audio (such voice recordings for quality control, service improvement, training and dispute resolution), electronic and visual information (such as video surveillance footage) used for security purposes,
Professional or employment-related information;
Payment account information (credit/debit card details, including card type, card number, security number and expiry date and other financial details necessary to process various transactions);
Health information such as your dietary requirements and health issues (if any); and
Other details relevant to your travel arrangements or required by the relevant travel service provider(s) (e.g. airlines and accommodation or tour providers).

When you contact us for other purposes, we may also collect personal information about you in relation to those purposes. For example, we may collect your personal information so we can contact you about a competition you have entered (e.g. if you win), or to respond to an enquiry or complaint you have made, or feedback you have provided to us. We also collect information that is required for use in the business activities of Flight Centre and our related entities, including for example, financial details necessary to process various transactions, and other relevant personal information you may elect to provide to us.

In some circumstances, we may collect personal information from you which may be regarded as sensitive information under your local data protection laws. Sensitive information may include (without limitation) your racial or ethnic origin, philosophical or religious beliefs or affiliations, sexual orientation, membership of political, professional or trade associations (for use in booking special rates), biometric and genetic information, passwords, financial information and health information Please note that, when necessary for travel arrangements, we may collect from a responsible adult personal information relating to a child of any age, but we do not knowingly collect any such information directly from children.

We will only collect sensitive information in compliance with your local data protection laws, with your explicit, voluntary consent and where it is reasonably necessary for, or directly related to, one or more of our functions or activities (e.g., to provide travel-related products and services), unless we are otherwise required or authorised to do so by law. To the extent permitted or required under your local data protection laws, you voluntarily consent to us using and disclosing your sensitive information for the purpose for which it was collected. For example, if you provide health information to us in connection with a travel insurance application you would like to make, you voluntarily consent to us using and disclosing that health information in connection with arranging that travel insurance on your behalf. A further example is if you disclose your religious beliefs to us because you are interested in, for example, certain holiday packages, in which case you voluntarily consent to us using and disclosing that information in connection with facilitating your request. We will not use or disclose sensitive information for purposes other than those for which it was collected, unless we subsequently request and receive your voluntary consent to use it for another purpose.

4. How do we collect personal information?

We will only collect personal information in compliance with your local data protection laws. We usually collect your personal information directly from you during the course of your relationship with us. We will collect this information directly from you unless it is unreasonable or impracticable to do so.

Generally, this collection will occur: