Privacy Policy

At Instatrip, we respect your privacy and are committed to protecting your personal information.

Instatrip is the trading name of Tweet World Vacation Pty Ltd, an Australian travel company and a subsidiary of Tweet World Travel Group, headquartered in Adelaide, South Australia.

This Privacy Policy explains how Tweet World Vacation Pty Ltd, trading as Instatrip (Instatrip, we, us or our), collects, holds, uses, discloses and protects your personal information when you:

• visit or use the Instatrip website;
• create an account or make a booking;
• request a quotation or travel information;
• subscribe to our newsletters or marketing communications;
• contact our customer service or travel team;
• participate in a promotion, competition or survey; or
• otherwise interact with Instatrip.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply to us.

The personal information we collect depends on how you interact with Instatrip and the travel services you request.

We may collect information including:

Personal and Contact Details

• full name;
• title;
• date of birth;
• gender where required for travel arrangements;
• residential or postal address;
• email address;
• telephone or mobile number; and
• emergency contact details.

Traveller and Booking Information

To arrange international travel, we may collect information including:

• passport details;
• nationality and citizenship;
• passport number;
• passport issue and expiry dates;
• frequent flyer or loyalty program details;
• flight and travel preferences;
• accommodation preferences;
• rooming arrangements;
• travel dates and destinations;
• booking history;
• dietary requirements;
• accessibility or mobility requirements; and
• other information required by airlines, hotels, cruise companies, tour operators, transport providers, government authorities or other travel suppliers.

Information About Other Travellers

If you make a booking on behalf of another person, such as your partner, family member, child, friend or travelling companion, we may collect personal information about that person.

When you provide us with another person's information, you should ensure that you have their authority to provide that information to us and, where appropriate, make them aware of this Privacy Policy.

Payment and Transaction Information

When you make a booking or payment, we may collect or process information relating to:

• payment method;
• transaction amount;
• billing details;
• transaction references;
• refunds; and
• payment history.

Payments may be processed by banks, payment gateways or other third-party payment service providers.

Where a third-party payment provider processes your card information directly, Instatrip may not receive or retain your complete payment card details.

Account Information

If Instatrip offers customer accounts, we may collect:

• username or login details;
• account preferences;
• saved holidays;
• previous bookings; and
• communication preferences.

Communications

When you contact us, we may keep records of communications including:

• emails;
• online enquiries;
• telephone enquiries;
• live chat conversations;
• customer support requests;
• feedback;
• complaints; and
• travel requests.

Calls may be monitored or recorded where permitted by law for training, quality assurance, security and service purposes. Where required, we will notify you that recording is taking place.

Technical and Website Information

When you access our website, we may automatically collect certain information such as:

• IP address;
• browser type;
• device type;
• operating system;
• pages viewed;
• referring website;
• dates and times of visits;
• interactions with our website;
• approximate geographic location derived from technical information; and
• cookies and similar technologies.

This information helps us operate, secure and improve the Instatrip website and understand how customers use our services.

Some information required to arrange your holiday may constitute sensitive information under Australian privacy law.

For example, you may voluntarily provide information relating to:

• health or medical requirements;
• disability or accessibility requirements;
• dietary requirements that may reveal health or religious information; or
• other special assistance requirements.

We will only collect sensitive information where it is reasonably necessary for our services and where we have your consent or are otherwise permitted or required by law.

We may need to provide relevant information to airlines, hotels, cruise companies, tour operators, transfer companies or other suppliers so they can provide the requested service or assistance.

Please only provide sensitive information that is necessary for your travel arrangements.

We generally collect personal information directly from you when you:

• search for or book a holiday package;
• create an Instatrip account;
• complete a booking form;
• make a payment;
• request a quotation;
• contact us by telephone, email, online form or live chat;
• subscribe to marketing communications;
• participate in a promotion or survey; or
• communicate with our customer service team.

We may also receive personal information from third parties, including:

• a person making a booking on your behalf;
• travel agents or travel advisors;
• airlines;
• hotels and resorts;
• cruise companies;
• tour operators;
• destination management companies;
• ground transport providers;
• payment service providers;
• travel technology providers;
• related companies within Tweet World Travel Group; and
• other suppliers involved in your travel arrangements.

We may collect, hold, use and disclose personal information for purposes including:

Managing Your Holiday

To:

• provide holiday package information and quotations;
• process and confirm bookings;
• reserve flights and accommodation;
• organise transfers, tours and experiences;
• issue travel documents;
• manage booking amendments;
• process payments and refunds;
• communicate changes to your itinerary;
• assist with cancellations; and
• provide customer and destination support.

Communicating With You

We may use your information to:

• respond to enquiries;
• provide booking updates;
• send travel documentation;
• communicate important information regarding your trip;
• manage complaints or feedback; and
• provide customer support.

Operating and Improving Instatrip

We may use information to:

• operate our website and booking platform;
• improve our holiday products and customer experience;
• analyse website performance;
• understand customer preferences;
• develop new destinations and products;
• conduct internal reporting;
• maintain business records; and
• improve the security of our systems.

Security and Fraud Prevention

We may use personal information to:

• verify transactions;
• protect customer accounts;
• detect or prevent fraudulent activity;
• investigate suspicious transactions;
• maintain website and system security; and
• protect Instatrip, our customers and our suppliers.

Legal and Regulatory Requirements

We may use or disclose information when reasonably necessary to:

• comply with applicable laws;
• respond to lawful requests from government or regulatory authorities;
• meet taxation, accounting or financial reporting obligations;
• establish, exercise or defend legal rights; or
• comply with court or tribunal orders.

International travel requires information to be shared with organisations involved in providing your holiday.

Depending on your booking, we may disclose relevant personal information to:

• airlines;
• hotels and resorts;
• cruise companies;
• rail operators;
• tour operators;
• destination management companies;
• local guides;
• airport transfer and transport providers;
• attraction and experience providers;
• travel technology and reservation systems;
• payment processors and financial institutions;
• insurance providers where relevant;
• professional advisers;
• technology, hosting and IT service providers;
• customer communications and support providers;
• companies within Tweet World Travel Group;
• government, border, immigration, customs or regulatory authorities where required; and
• other organisations reasonably necessary to provide your requested travel services.

We aim to disclose only information reasonably necessary for the relevant organisation to provide its services or fulfil applicable legal requirements.

Because Instatrip provides international holiday packages, your personal information may need to be disclosed to organisations outside Australia.

For example, when you book an overseas holiday, we may provide information to hotels, airlines, tour operators, destination management companies, transfer providers or other suppliers located in or servicing your destination.

The countries to which your personal information may be disclosed will therefore depend on:

• the destination you choose;
• the airlines you travel with;
• the accommodation you book;
• the tours or services included in your package; and
• the locations of relevant technology and service providers.

Our international travel network operates across multiple countries and regions.

Where Australian privacy law requires us to do so, we take reasonable steps in the circumstances in relation to the handling of personal information disclosed to overseas recipients.

Please be aware that privacy laws and standards in other countries may differ from those in Australia.

The Instatrip website may use cookies and similar technologies to help our website function, improve your online experience and understand how our website is used.

Cookies may be used to:

• remember your preferences;
• maintain website functionality;
• understand website traffic;
• analyse customer journeys;
• improve website performance;
• measure advertising effectiveness;
• personalise content; and
• support marketing activities.

Some cookies may be provided by third-party analytics, advertising, social media or technology providers.

You may be able to control or disable certain cookies through your browser settings or through any cookie preference tools we make available.

Disabling some cookies may affect the functionality of parts of the Instatrip website.

Please refer to our Cookie Policy for further information where one is provided.

If permitted by law, we may use your personal information to communicate with you about:

• holiday deals;
• new destinations;
• special offers;
• travel inspiration;
• competitions;
• exclusive Instatrip promotions; and
• other products or services we think may be relevant to you.

You can opt out of marketing communications at any time by using the unsubscribe link contained in our marketing emails or by contacting us.

Opting out of promotional communications will not prevent us from sending you essential communications relating to an existing booking, payment, travel arrangement or customer service matter.

We do not intend to use sensitive information for direct marketing without appropriate consent.

Instatrip may use analytics and advertising technologies to understand how customers interact with our website and to improve our marketing.

These services may use cookies or similar technologies to collect information about your interactions with Instatrip and, depending on the service and your privacy preferences, may help us:

• measure website traffic;
• understand advertising performance;
• identify popular destinations and products;
• improve our website;
• create relevant advertising audiences; and
• display Instatrip advertising on other websites or digital platforms.

Where required, we will provide appropriate choices regarding the use of these technologies.

We take reasonable steps to protect personal information we hold from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Our safeguards may include appropriate technical, organisational and administrative measures designed to protect customer information.

However, no online platform, electronic transmission or storage system can be guaranteed to be completely secure.

Customers should also take reasonable precautions to protect their Instatrip account information, passwords and travel documents.

We maintain processes for responding to suspected privacy and data security incidents.

Where a data breach is subject to the Notifiable Data Breaches Scheme under the Privacy Act, we will assess the incident and notify affected individuals and the Office of the Australian Information Commissioner where required by law.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as required for legitimate business, legal, taxation, accounting, dispute resolution or regulatory purposes.

Retention periods may vary depending on the type of information and the nature of your booking.

When personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to destroy it or de-identify it, where appropriate.

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

To make an access request, please contact us using the details under Contact Us below.

Before providing personal information, we may need to verify your identity.

There may be circumstances where we are permitted or required by law to refuse access to some information. If this occurs, we will explain the reason where required by law.

We want the personal information we hold about you to be accurate, complete and up to date.

If you believe information we hold about you is incorrect or requires updating, please contact us.

For travel bookings, it is particularly important that passenger names, dates of birth and passport details are accurate.

Changes to passenger details after a booking has been confirmed may also be subject to airline or supplier rules, fees or restrictions.

Where practical and lawful, you may interact with us without identifying yourself or by using a pseudonym, for example when making a general enquiry.

However, we cannot generally provide or book international travel services anonymously because airlines, accommodation providers, border authorities and other suppliers require accurate traveller identification.

Instatrip offers holiday packages that may include travel by children and families.

Where a booking includes a child, we may need to collect information about the child that is necessary to arrange the relevant travel services.

We expect a parent, guardian or other appropriately authorised adult to provide this information when making a booking for a minor.

We do not knowingly seek to collect personal information directly from children where it is not reasonably necessary.

Our website may contain links to websites or services operated by third parties, including airlines, hotels, tourism partners, payment providers and other travel organisations.

Instatrip is not responsible for the privacy practices of independent third-party websites.

We recommend reviewing the privacy policy of any third-party service before providing personal information directly to that organisation.

If you have a concern or complaint about how Instatrip has handled your personal information, please contact us and provide sufficient information for us to investigate your concern.

We will:

1. acknowledge and review your complaint;
2. investigate the circumstances;
3. communicate with you where additional information is required; and
4. respond within a reasonable period.

We will aim to resolve privacy concerns fairly and efficiently.

We may update this Privacy Policy from time to time to reflect:

• changes to our business;
• new products or services;
• changes to our technology;
• changes to our information handling practices; or
• changes to applicable laws and regulatory requirements.

The current version will be published on the Instatrip website and will display the date it was last updated.

We encourage you to review this Privacy Policy periodically.

If you have questions about this Privacy Policy, wish to request access to or correction of your personal information, or would like to make a privacy complaint, please contact:

Privacy Officer
Tweet World Vacation Pty Ltd trading as Instatrip
Adelaide, South Australia, Australia

Email: contact@instatrip.com.au
Telephone: 08 7134 5239
Postal Address: 544 Magill Road, Magill SA 5076

For general travel enquiries, please contact the Instatrip customer service team through the contact details available on our website.

Instatrip
Your Holiday. Our Passion.

Instatrip is a trading name of Tweet World Vacation Pty Ltd, a subsidiary of Tweet World Travel Group.