Privacy Policy

1. Personal information we collect

The information we collect depends on your interaction with FlyPelican and may include:

• Names, contact details and booking references.
• Passenger itineraries, flight bookings, check-in details and travel preferences.
• Charter and freight enquiries and related business contact information.
• Details supplied by corporate customers or travel agents, such as employer, role or employee identifier, where relevant.
• Correspondence, enquiries, feedback and complaints.
• Information needed to provide requested assistance, which may include health or disability-related information where reasonably necessary and permitted by law.
• Website usage and technical information, including information collected through cookies or similar technologies where used.

We aim to collect only information reasonably necessary for our functions and activities. Sensitive information is handled in accordance with the additional requirements of the Privacy Act.

2. How we collect information

We may collect information directly from you when you book or manage travel, check in, contact our team, submit an online form or use our website. We may also receive information from travel agents, employers or corporate travel coordinators, people making bookings on your behalf, and service providers involved in your travel.

Where practical and lawful, you may make general enquiries without identifying yourself. For passenger bookings, identification and accurate travel information may be necessary.

3. Why we use your information

We collect, hold, use and disclose personal information as reasonably required to:

• Process bookings, provide passenger and charter services, and manage check-in and travel arrangements.
• Provide assistance requested by passengers and respond to enquiries or complaints.
• Communicate operational changes, service notices and important travel information.
• Manage payments, business relationships, administration and service quality.
• Meet applicable aviation, safety, security, legal and regulatory obligations.
• Conduct direct marketing where permitted by law and subject to applicable consent and opt-out requirements.

We do not use sensitive information for direct marketing without an appropriate lawful basis.

4. When we share information

Where reasonably necessary, information may be disclosed to booking and payment providers, ground handlers, airport and operational service providers, travel agents or corporate travel arrangers, professional advisers, and government or regulatory authorities where required or authorised by law.

We take reasonable steps appropriate to the circumstances to protect information handled by third-party service providers.

5. Overseas handling of personal information

FlyPelican uses third-party service providers to support activities such as reservations, payment processing, information technology and customer communications. Depending on the arrangements in place, some providers may store or access personal information from outside Australia.

Where FlyPelican discloses personal information to an overseas recipient, we will manage that disclosure in accordance with applicable requirements of the Privacy Act 1988 (Cth) and the Australian Privacy Principles, including taking reasonable steps where required to ensure appropriate protection of the information.

We review our service-provider arrangements and will update this policy to identify relevant overseas recipient countries where practicable if overseas disclosures are likely to occur.

6. Storage, security and retention

Personal information may be held in electronic systems and, where necessary, in paper records. We take reasonable steps to protect it against misuse, interference, loss, unauthorised access, modification and disclosure. We take reasonable steps to destroy or de-identify personal information when it is no longer needed for a lawful purpose, subject to legal recordkeeping requirements.

If a data breach occurs, we assess it and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) where required under the Notifiable Data Breaches scheme.

7. Website, cookies and communications

Our website and booking services may use cookies or similar technology to support functionality, security and performance. The specific technologies and any analytics or advertising tools in use should be confirmed against FlyPelican's current website configuration.

If we send promotional communications, you may opt out using the unsubscribe option provided or by contacting us. Essential booking and operational communications may still be sent where appropriate.

8. Access and correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details below. We may need to verify your identity before responding.

We do not charge for making an access request. Where permitted by law, a reasonable charge may apply to providing access, and we will explain this in advance. If we refuse access or correction, we will explain the decision and available complaint options as required by law.

9. Privacy enquiries and complaints

For a privacy enquiry, access or correction request, or complaint about our handling of personal information, please contact FlyPelican and mark your enquiry “Privacy”. Explain your concern and include enough information for us to investigate. We will acknowledge and consider complaints and aim to respond within a reasonable period.

10. Changes to this policy

We may update this policy when our services, information handling practices or legal obligations change. The latest version will be published on this website.

Automated decision-making: FlyPelican does not currently use automated decision-making processes to make decisions about individuals using their personal information. If this changes, we will review and update this policy as required by applicable privacy legislation.