RACV Hotels and Packages Privacy Collection Notice

Protecting your privacy is important to RACV. This Notice explains how we collect, handle and safeguard your personal information when you use our travel services. The RACV Privacy Charter explains how RACV generally collects and handles personal information. You can find it at www.racv.com.au

Purposes for which we collect your personal information

We collect personal information for the following purposes: assisting you with your travel plans including providing you with brochures, or to provide you with a travel quote; to arrange bookings for travel services, including through our website and over the phone; to manage your travel bookings and to communicate with you regarding your travel arrangements. This includes using your information to perform administrative functions such as payment, receipting, billing and handling complaints.

We also use information we collect in relation to your booking and details of your interactions with us (including online interactions) to: monitor and maintain the quality of our services through quality assurance reviews and business reporting; and to conduct data analytics to help us understand your preferences, improve our products and services, our marketing and your experience with us.

The types of information we collect for these purposes include: your name; contact details (such as email address, phone numbers, residential and mailing address); your date of birth and the age of those who may be travelling with you; passport details; your RACV member number (if relevant); details of your emergency contact; your payment details; and your communications with us (such as emails and telephone calls). We will also collect details of any special requirements that you have and such other information as the accommodation and travel service providers and tourism operators may require to accept and complete your booking.

We usually collect information directly from you. If you provide us with personal information about another person, please make sure that you tell them about this Notice.

If you don’t provide us with the information we need, or if you provide us with incorrect or incomplete information, then we may not be able to provide our products or services to you, such as complete your travel booking or respond to your enquiry. It could also cause complications with any travel bookings you make, so it’s important to provide us with correct and complete information.

Disclosure of your personal information

To assist you with your enquiries and to complete and administer your travel bookings, we may disclose information to accommodation and travel service providers and tourism operators as necessary to complete your booking or respond to your inquiry.

Depending on your travel needs, we may use Hotelbeds PTE LTD to arrange hotel accommodation packages and other third-party travel providers to book transfers, attractions, and experiences. We also have an arrangement with the Expedia Group to arrange your travel needs. This means your personal information may be disclosed to an overseas recipient, particularly if you have booked services that will be provided overseas. We also use other service providers to provide us with technology platforms through which we manage travel bookings and assist us with support if we encounter problems.

Your information may be stored on servers located in other countries such as Singapore, Spain, United Kingdom and the USA, and disclosed to travel service providers and operators located in other countries depending on your travel destination. It’s important you’re aware that some countries may have less stringent or protective privacy laws than Australia. Where possible, we have taken steps to ensure acceptable security arrangements are in place to protect your information.

Direct marketing

We may use your personal information to tell you about other products and services, discounts, special offers, competitions and invitations to special events. If you do not wish to receive any marketing material, you can withdraw your consent by contacting us (you can contact us using the details on our website) or by using the unsubscribe function if you have received marketing material electronically.

Got a question or complaint?

Our Privacy Charter has up-to-date information about how you can get access to, and ask us to correct, your personal information. It also explains how to lodge a complaint if you’re not happy with how we’ve managed your personal information.