About this policy
Pack Ya Bags Travel ("Pack Ya Bags", "we", "us", "our") is a travel wholesaler operating in Australia and New Zealand. We arrange travel for people who book through a travel agent, and we provide an online platform that travel agents use to send us enquiries and receive quotes and booking documents.
This policy explains how we collect, use, disclose and protect personal information. It applies to:
- visitors to our website at packyabags.com;
- travel agents and agency staff who deal with us or use our agent portal;
- travellers whose details are given to us so that we can arrange their travel — usually by their travel agent rather than by them directly; and
- suppliers whose staff we deal with to make bookings.
Your privacy is important to us, and we are committed to protecting the personal information we hold about you. We invite you to check our website regularly for updates to this policy.
The laws that apply to us
The following laws and principles govern how we manage your personal information:
- In Australia — the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
- In New Zealand — the Privacy Act 2020 and the Information Privacy Principles.
The kinds of information we collect
If you are a visitor to our website, you may browse without telling us who you are. If you choose to contact us or ask to receive information, we collect the contact details you give us — typically your name, email address, postal address and phone number.
If you are a travel agent, we collect your name, your agency, your business contact details, the enquiries and bookings you send us, and the information we need to pay you commission. If you use our agent portal, we also hold your login details and a record of your activity in the portal.
If you are a traveller, we collect the information we need to arrange and document your travel. Depending on the trip, that may include:
- your name, and the names of the people travelling with you;
- your travel dates, destinations and itinerary;
- your date of birth, passport number and passport expiry date, where an airline, hotel or border authority requires them;
- your dietary requirements, accessibility requirements and any medical or health information relevant to your travel arrangements; and
- emergency contact and next-of-kin details.
If you are a supplier's employee, we collect your name and business contact details.
Sensitive information
Some of the information above is sensitive information under the Privacy Act 1988. That includes health and medical information, dietary requirements that reveal a health condition or religious belief, and information about a disability.
We collect sensitive information only where it is reasonably necessary to arrange the travel you have asked for — for example, so that a hotel room can be made accessible, a meal can meet a dietary requirement, or a medication can be refrigerated. We collect it with your consent, which is generally given when you or your travel agent provide it to us for that purpose.
We ask travel agents to give us only the sensitive information that is actually needed to make the arrangements, and to give it to us through the fields provided for it rather than in free-text messages.
How we collect information
We collect personal information directly from you where we can — through a form on our website, by email, or through our agent portal.
Much of the traveller information we hold is collected indirectly, because travellers usually deal with their travel agent rather than with us. Where a travel agent gives us your details so that we can arrange your travel, we rely on the agent having told you that your information will be passed to the travel providers arranging your trip. We may also collect information from suppliers, where the transfer of that information to us is lawful and consistent with this policy.
Why we collect it
Generally, we collect and use your personal information for one or more of the following reasons:
- providing information and services to you, or to someone you know;
- preparing quotes and itineraries in response to an enquiry;
- processing and administering a booking, including making arrangements with airlines, hotels, transport operators and tour operators;
- issuing travel documents, vouchers and invoices;
- paying commission to travel agents;
- undertaking activities required by law;
- providing you with information about other services that may interest you;
- facilitating our internal business operations, including meeting legal requirements; and
- analysing our services and customer needs with a view to developing new or improved services.
If you do not provide information
If the personal information you provide is incomplete or inaccurate, we may be unable to provide you, or someone you know, with the services being sought. Some information — a passport number, for example — is required by airlines and border authorities, and travel cannot be booked without it.
Visitors to our website
If you access packyabags.com, we may collect information about your connection session in the form of your IP address and domain name. Our website may also use cookies from time to time. The main purpose of cookies is to identify users and prepare customised web pages for them. Cookies do not contain personal information as such, but they may link back to a database record about you.
We may use cookies to monitor use of our website and to record when you visit and what pages you view, so that we can serve you more effectively. We have chosen these cookies carefully and have taken steps to ensure your privacy and personal data are protected and respected at all times. In addition to the controls we provide, you can enable or disable cookies in your internet browser.
No attempt will be made to identify users or their browsing activities except in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect server logs. Statistics and log files may be preserved indefinitely and used at any time and in any way necessary to prevent security breaches and to ensure the integrity of the information we hold. Your personal information will not be released unless the law permits it or you give permission.
Links to other websites
Our website may contain hyperlinks to websites owned and operated by third parties. These third-party websites have their own privacy policies and may also use cookies, and we therefore urge you to review them. We do not accept any responsibility or liability for the privacy practices of such third-party websites.
How we use and disclose your information
Generally, we use and disclose personal information for the purposes for which it was collected. We may also disclose personal information about you to:
- travel providers — airlines, hotels, transport operators, tour operators, ground handlers and insurers — so that they can provide the travel you have booked. This is the main reason we disclose your information, and it is unavoidable if your trip is to be arranged;
- your travel agent, and the agency they work for;
- service providers who assist us in operating our business, including technology providers who host our systems;
- other service providers who provide the various services you have requested and we have arranged;
- regulators, law enforcement and others, where the law requires or permits it.
We do not sell your personal information.
Marketing
We send occasional email campaigns to travel agents who have subscribed to receive them. These carry trade information about our destinations, products and services.
We do not send marketing to travellers. Where a travel agent gives us a traveller's details so that we can arrange a trip, we use those details for that trip. Travellers are not added to any marketing list.
To send these campaigns we use an email marketing platform based in the United States. It holds the agent's name and business contact details and nothing else. The subscriber list is maintained by hand — it is not fed automatically from our platform, and no traveller information is ever sent to it.
Every campaign carries an unsubscribe link. If an agent unsubscribes we stop sending, and their contact record on that platform is archived.
Sending information overseas
Travel is international, so some of your personal information will be sent outside Australia and New Zealand. This happens in two ways.
1. To the travel providers arranging your trip. If your booking involves an airline, hotel, transport operator or tour operator in another country, we must give them the information they need to provide it. The countries involved are the countries you are travelling to, or through, and any country in which a provider of your travel is based. You can ask us which countries apply to your particular booking.
2. To the technology providers who operate our systems. Our platform is built so that your information stays in Australia wherever possible. Our database, including every traveller record, and the hosting of our website and platform are located in Sydney, Australia.
We also use a small number of specialist technology providers based overseas, principally in the United States. These include the email marketing platform described under Marketing above, which holds travel agents’ business contact details. Where we do, we give them only what they need for that purpose. You can ask us for more detail about these providers at any time using the contact details at the end of this policy.
Where we disclose personal information overseas, we take reasonable steps to ensure that the recipient handles it consistently with the Australian Privacy Principles, including through the contractual terms we hold with our technology providers. Under the Privacy Act 1988 we remain accountable for how those providers handle information we give them.
How we store and protect your information
We store your personal information in electronic form, and we take commercially reasonable measures to ensure it is stored safely and protected from misuse, interference, loss, and unauthorised access, modification or disclosure. These measures include both electronic and physical security measures, and specifically:
- our systems are hosted in Australia;
- access to personal information is restricted to staff whose role requires it;
- every access to sensitive traveller information is recorded in an audit log; and
- travel agents using our portal can see only their own agency's enquiries, quotes and bookings.
How long we keep your information
We keep your personal information for as long as is reasonably necessary for the purposes for which it was collected, and for as long as the law requires us to. In any marketing communication we send, there will be an option to unsubscribe or update your information. We actively review the personal data we hold and delete it securely — or in some cases anonymise it — when there is no longer a legal, business or consumer need to retain it.
Accessing and correcting your information
You may request access to the personal information we hold about you, or ask us to correct it, by making a written request to the contact address below. We will respond within a reasonable period, and in any case within 30 days.
We do not charge you for making a request. We may charge a reasonable fee for giving you access, which will not be excessive and will not apply to a request to correct your information. We may decline a request for access or correction where the Privacy Act permits or requires us to do so, and if we do, we will tell you why in writing.
If at any time you believe the personal information we hold about you is inaccurate, incomplete, out of date, irrelevant or misleading, please tell us and we will take reasonable steps to correct it.
Note that where your travel agent gave us your information, they also hold their own records, and you may need to contact them separately.
Data breaches
If we become aware of a data breach that is likely to result in serious harm to anyone whose personal information we hold, we will act on it promptly. Where the Notifiable Data Breaches scheme in the Privacy Act 1988 applies, we will notify the Office of the Australian Information Commissioner and the individuals at risk of serious harm, as the scheme requires. Where a New Zealand notifiable privacy breach has occurred, we will notify the Office of the Privacy Commissioner in New Zealand.
Complaints
If you have a query about this policy, or you believe we have mishandled your personal information, please contact us using the details below. Tell us what happened and how you would like it resolved.
We will acknowledge your complaint promptly, investigate it, and write to you with the outcome — normally within 30 days. If we need longer, we will tell you why and when you can expect an answer.
If you are not satisfied with our response, you can refer the matter to the relevant privacy regulator:
- Australia — Office of the Australian Information Commissioner, at oaic.gov.au, or by telephone on 1300 363 992.
- New Zealand — Office of the Privacy Commissioner, at privacy.org.nz.
Contact us
If you have any queries about our privacy policy or the way we handle your personal information, please contact us:
Post: Pack Ya Bags Travel, PO Box 59, Moss Vale, NSW 2577, Australia
Email: info@packyabags.com
More information
For more information about privacy in general, you can visit the privacy regulators' websites:
- Australia — Office of the Australian Information Commissioner: oaic.gov.au
- New Zealand — Office of the Privacy Commissioner: privacy.org.nz
Changes to this policy
This privacy policy may change from time to time. We will publish any updated version on our website.
This policy was last updated on 07 September 2026.