Privacy Policy

INTRODUCTION

We take great pride in making sure your private details should be kept secure. When you share your personal information with us, we will make all reasonable steps to ensure your details and privacy and protected. We are highly committed to ensuring that your personal information is protected.

Privacy policy
This page depicts distinctly how we deal with our customers personal information and steps we take to ensure its security. It also explains how you may request and correct your personal information provided and also complain if necessary, about a breach of your privacy.
In this policy, Fernando Enterprises (VIC) Pty Ltd means Fernando Travels, Fernando Holidays and its associated entities, related bodies and its franchised agents.
We recommend also that you review this policy regularly as we may amend it from time to time. As we want to ensure you are completely aware as we make sure to remove any possible shortcomings.

WHAT PERSONAL INFORMATION DATA DO WE STORE AND HOW?
We collect personal information about you that is relevant to your travel arrangements, frequency of travels or regions visited, providing us with the capability to serve you better. We may also collect information about you to register you as a member, participation in a surveys or promotions, complete a profile on a specific business segment, request feedback or initiate a business transaction through phone, our website or authorized agents.
If we do not collect the following information mentioned below, we will not be able to provide you the service of your preference.

We would generally require the following formalities of personal information:

• name:
• address:
• email and contact details:
• date of birth:
• gender; and/o:r
• information about your use of our product or service:

Depending on the product or service you choose, you may also be asked other types of personal information such as:

• insurance- travel
• passport number
• credit card details

Ways we collect your personal information

We collect your personal information:

• by using written forms;
• through contact over the telephone, your mobile or other messaging technology;
• via the internet, including websites, social media and email
• in face-to-face meetings
• subscription and entry forms
• Booking forms
• We may also collect your information through others who make a bookings on your behalf.
  If you register on either of My Trips or My Account platforms, following information would be collected,
• departure city from which you usually travel
• your seating preference or meal requirements
• details about your participation in loyalty programs and applicable membership numbers.

We also collect any other information that you have elected to provide us, such as gender, activities and lifestyle preferences and favourite destinations.
Refer section ‘COOKIES, PIXEL TAGS AND GEO-LOCATION INFORMATION’ below for further information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We may use your personal information for the following purposes:

• provide you with travel related products/services;
• consider your request for a product/service;
• provide you with information about other products/services that may be of interest to you, including information on our partner products/services. Please refer section ‘MARKETING AND PRIVACY’ for further clarification;
• assist in meeting preferences and reservations with suppliers (i.e. airlines, tour and hire operators, hotels and insurance providers) with respect to requirement of said product/ service;
• collect and process payments, (Through us or 3rd party involvement);
• perform any other administrative or operational tasks (involving risk management, systems development, testing, staff training, and market or customer satisfaction);
• to enlist you in participation of loyalty programs;
• analyse how our products/services (including any websites) are used to personalise the service or communication we offer to you, tailor your experience on our website or other platforms to suit your interests and recommend facilitations for a better travel experience.

And mainly to investigate, detect and protect us and other third parties against, negligence, breach of contract, fraud, theft and other illegal activities;

See also the section titled ‘COOKIES, PIXEL TAGS AND GEO-LOCATION INFORMATION’.

WHEN DO WE DISCLOSE YOUR PERSONAL INFORMATION?

We may disclose your personal information to:

• suppliers of products/services which you have chosen (such as airlines, tour and hire operators, mentioned above).
• third party travel services who aid in the offerings of the booking you have made.
• our online booking facility operators and others who assist in providing these services.
• third party sponsors or co-sponsors of promotions on our website. Only information collected during a promotion will be disclosed to these parties;
• third parties when we contract out some of our functions and activities, such as our call centre operator and mailing house. In these circumstances, we prohibit third parties from using your personal information, except for the specific purpose for which we supply it;
• government authorities in the event of an accident, disaster or emergency; and others where we are authorised or required by law to do so.

Your information will also be shared between Fernando Enterprises (VIC) Pty Ltd entities for the purposes enlisted above in section ‘HOW DO WE USE YOUR PERSONAL INFORMATION?

CROSS-BORDER DATA FLOWS

The third parties we disclose your personal information to;

• our suppliers
• travel service providers
• call centre operators
• website manager
• cloud infrastructure and data centre providers (may be located overseas, including in the Philippines and the United States of America).

Your personal information may also be shared between Fernando Enterprises (VIC) Pty Ltd entities which may be located overseas, including in the United States of America, United Kingdom, New Zealand, South Africa, Vietnam, Laos and Cambodia. Generally, we will only disclose your personal information to these overseas entities in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf.

COOKIES, PIXEL TAGS AND GEO-LOCATION INFORMATION

On our website, we may place cookies, pixels or other code on your computer to collect information about the usage of our website and information about the device (mobile, computer or other) you are using to access our website (Session Data). We use Session Data to help us recognise you when you visit our website again and better understand how our website is navigated, so we can improve on our website content and user experience, personalise and improve your viewing experience. We may use service providers to collect Session Data on our behalf. Unless you specifically inform us of your identity (e.g., by registering with us or making a booking through us), we will not know who you are. A cookie is a small file on your computer which contains information that will enable us to recognise your browser next time you visit our website.

If you do not wish to use a cookies, you can adjust your browser settings to reject cookies or notify yourself when they are being used. You may opt-out of certain Session Data being collected on you while you are using a mobile device by clicking here.

We also use pixel tags to monitor the open rate of our communications. This helps us understand the effectiveness of the communications we send. This is sole purpose of this information.

When using Fernando travels website or applications (if applicable), you may find the need to search for products and services in the area in which you are located. If you choose to do so, depending on the mobile device or application you are using, we may collect your geo-location data to search for the applicable products/services or to personalise your viewing experiences on our website to provide information that may be of interest to you. You may at any time disable the location function to discontinue the collection of location data by turning location services off on your device.

GOOGLE ANALYTICS
When you visit certain sections of our website, Google Analytics, a website analytics service provided by Google, Inc (“Google”), will place cookies on your computer’s browser. The information generated by the cookies about your usage of our website is transmitted to Google. This information is then used for the purpose of compiling statistical reports to enable us to measure and analyse the number of visits to our website and its relative pages, the average time spent on the site and its pages viewed. We will not (and will not allow any third party to) use Google Analytics services to track or to collect any personal data of visitors to our website. We will not associate any data gathered via use of cookies with any personal data from any source as part of our use of Google Analytics.

STORAGE AND SECURITY OF PERSONAL INFORMATION
We store personal information in a combination of secure facilities (paper and digital). If you have registered on our website, we store your personal information (and any relative information of individuals for whom you have made reservations) in databases, email servers, My Trips and My Account. This includes information of (billing information) so that you do not need to re-enter it each time you book a product or service unless you tell us not to store it.

We strive to take all reasonable precautions to maintain the security and privacy of the information in our systems. We use a combination of security measures to prevent the entrance of unauthorised access into our servers and regularly review and monitor our security policies. Your personal information will be stored in secured locations and on servers controlled by Fernando Enterprises (VIC) Pty Ltd, located either at our offices or at the offices of our service providers.
The payment pages on this website are encrypted using the internationally accepted security system SSL (Secure Sockets Layer) to encrypt all credit card payments over the web. This means that the information from these pages are sent back to our server in a secure medium and adequately protected against notorious interception schemes.

ACCESSING AND UPDATING YOUR PERSONAL INFORMATION

Subject to some exceptions contained in the Privacy Act, you can find out what personal information we hold on about you. You can contact our Privacy Officer using the details in the section titled ‘CONTACT OUR PRIVACY OFFICER’ to find out about the personal information we hold about you. We will however, require secure verification and certain security clearances before your access is provided. Depending on the complexity of your request, we may charge a reasonable fee for processing. However, we will not charge for the making of the request.
If you would like to correct or update any information we hold about you please don’t hesitate to contact our Privacy Officer via info@fernandotravels.com.

Your personal information may be accessible to you on our website with your clearance (ID and password). We encourage you to visit your account to review your personal information. You can access your personal information in My Account and update it or nullify in accurate data.

WHAT ABOUT SENSITIVE INFORMATION?

The collection of your sensitive information is only taken, with your consent and where it is desirable for your travel arrangements. The only use and disclosure of your sensitive information is for the primary purpose for which it was collected or a purpose that is directly related to this primary purpose and as reasonably expected. Otherwise, we will not collect, use or disclose any sensitive information about you unless required to do so by law.
Sensitive information, as defined by law, is any information about a person’s;

• racial or ethnic origin
• political opinion
• membership of a political association
• religious beliefs or affiliations
• philosophical beliefs
• membership of a professional or trade association
• membership of a trade union
• sexual orientation or practices
• criminal record
• health information
• biometric information that is to be used for the purpose of automated biometric verification, biometric identification or templates.

INFORMATION ABOUT OTHER TRAVELLER
If you provide us with information about other people travelling with you (for example, family members), it is your duty to ensure that they aware of this Privacy Policy and its data collection policies mentioned above.

MARKETING AND PRIVACY
Customer service is very important to us. As part of this service, we may use your personal information to identify a product/service that you may be interested in. We may contact you from time to time to let you know about new/exciting products/services and special offers that may be of interest to you, including information our partners’ products/services.

Opting-Out
If you wish to opt-out of receiving marketing communications from us (inclusive of business’ partners), please contact our Privacy Officer using the details in the section titled ‘ PRIVACY COMPLAINS’ section below, or for emails or to unsubscribe.

Third Party Advertisers
We work with third parties to serve ads on our website and to serve ads on sites owned or operated by other companies. Our ad servers, and those of our partners, use cookies and pixel tags in order to anonymously identify your browser. Some ad companies, such as ad networks, may combine anonymous information obtained in connection with activity on our website with information obtained from other sources and/or sites. We do not use or share your personal information with our networks mentioned above, without your consent.

We and the third party advertisers use Session Data, such as the destination of your search, in order to advertise to you on our website and on other sites. We do not sell your Session Data to any other party in connection with our ad programs but we may use it in order to run ads on behalf of others, such as travel suppliers. You can opt-out of this kind of advertising by clicking here. By opting out of this kind of advertising you may still receive ads from Fernando Enterprises (VIC) Pty Ltd ads from other entities that are associated with us

MONITORING

We will frequently monitor and review any information transmitted or received through our website, or through telephone or e-mail communications, for quality assurance and other purposes. We reserve the right to censor, edit, remove or prohibit the transmission or receipt of any information that we deem inappropriate or in violation of our terms and conditions mentioned above. During monitoring process the information may be examined, recorded or copied.

LINKS AND SOCIAL PLUG-INS

When you click on a third party’s link from our website, or from an ad for a third party served by one of our service providers, you will enter that said website site, over which we have no control. We are not responsible for third party sites. You should carefully review the privacy statements of any other sites you visit, because those privacy statements will apply to your visit to such other sites and may be very different from this Privacy Policy.
Our website includes social plug-ins, such as the Facebook or Twitter links, which provides you with the option to post information about your activities on our Site to your social media. These features may collect your IP address, which page you are visiting on our website, and may set a cookie to enable the feature to function properly. Social plug-ins are either hosted by a third party or hosted directly by us. Your interactions with these features are governed by the privacy policy of the company overlooking them.

Complaints Handling

If you have a complaint/s about how we collect, hold, use or disclose your personal information or any privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important of you to follow the complaint handling process in order to resolve your complaint effectively, efficiently and securely.

If you are subject to the Australian privacy regime please note how we will deal with a complaint:

Step 1. Let us know

If you would like to make a complaint, please let us know by contacting us. You can contact us by using the relevant Complaints contact given below

Step 2. Review by our Internal Privacy team
If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Senior Management Team for review or you can contact them directly. Should the necessary security information be provided, we will contact you to discuss. The Senior Management Team will usually contact you with a decision within 30 business days of receiving your complaint. You can contact the Senior Management team by using the relevant contacts in the Travel the World Privacy Contact Information below.

Step 3. Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of an External Dispute Resolution Scheme such as the below.

Australia Office of the Australian Information Commissioner (OAIC)
Complaints must be made in writing
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
www.oaic.gov.au

If you wish to complain about our handling of your personal information, please contact our Privacy Officer by contacting us on +61397130048 or via info@fernandotravels.com.