Privacy Policy

Last Updated: 30 September 2026

AU Customer Support (“AU Customer Support”, “we”, “us”, or “our”) operates as an online travel agency and provides online travel booking, travel information, customer support, and related services through our website and other digital channels.

We respect the privacy of our customers and website visitors and are committed to handling personal information responsibly. This Privacy Policy explains what information we may collect, why we collect it, how we use it, when it may be shared, and the choices available to you.

By accessing our website or using our services, you acknowledge the practices described in this Privacy Policy.

1. Information We Collect

When you use our website, make a booking, request a quote, contact our support team, or otherwise interact with AU Customer Support, we may collect information necessary to provide our services.

Depending on the service you request, this may include:

• Full name and passenger details.
• Date of birth and gender where required for travel bookings.
• Contact details such as phone number and email address.
• Passport or other travel-document information where required to complete a booking.
• Travel dates, destinations, flight preferences, and itinerary information.
• Booking, reservation, and transaction details.
• Payment-related information required to process a transaction.
• Customer service communications and enquiry details.
• Information you voluntarily provide when communicating with us.
• Technical information relating to your use of our website.

We aim to collect only information that is reasonably necessary for the purposes for which it is obtained.

2. Why We Collect Your Information

We may collect and use your information to:

• Search and provide travel options.
• Process and manage flight, hotel, and other travel bookings.
• Confirm, modify, or cancel reservations.
• Communicate booking confirmations and travel updates.
• Respond to enquiries and provide customer support.
• Process payments and related transactions.
• Assist with refunds, cancellations, and changes.
• Provide information requested by you.
• Improve our website, booking process, and customer experience.
• Prevent fraudulent or unauthorised transactions.
• Maintain business and transaction records.
• Meet legal, regulatory, accounting, and compliance obligations.

3. Travel Booking Information

When you make a booking through AU Customer Support, certain information may need to be provided to the relevant airline, hotel, booking platform, supplier, payment provider, or other travel service provider.

This information is shared only where reasonably necessary to search for, arrange, process, manage, or fulfil the travel service you have requested.

The relevant travel provider may independently process your information under its own privacy policy and terms.

4. How We Use Your Contact Information

We may use your email address, telephone number, or other contact details to:

• Send booking confirmations.
• Provide itinerary information.
• Notify you of schedule changes or booking updates.
• Respond to your enquiries.
• Assist with cancellations, changes, or refunds.
• Provide important service-related information.

Where permitted by applicable law, we may also send promotional or marketing communications. You may request to stop receiving marketing communications at any time.

5. Sharing Your Information

As an OTA, we may need to share relevant information with third parties to provide the travel services you request.

These parties may include:

• Airlines and airline reservation systems.
• Hotels and accommodation providers.
• Travel suppliers and consolidators.
• Global distribution systems and booking platforms.
• Payment processors and financial service providers.
• Technology and IT service providers.
• Customer support and communication providers.
• Fraud prevention and security providers.
• Government, immigration, border, or regulatory authorities where required.
• Professional advisers where reasonably necessary.

We do not sell your personal information as a commercial product.

Third parties may have their own privacy policies and terms governing how they process information provided to them.

6. Payment Information

Payments may be processed through third-party payment providers or financial institutions.

Where payment information is processed by a third-party provider, that provider may handle your payment information according to its own security practices, terms, and privacy policy.

AU Customer Support does not intentionally retain complete payment card details unless necessary and legally permitted for a legitimate business purpose.

7. Cookies and Similar Technologies

Our website may use cookies, pixels, tags, analytics tools, and similar technologies.

These technologies may help us:

• Keep our website functioning properly.
• Remember certain preferences.
• Understand website traffic and visitor behaviour.
• Improve website performance.
• Analyse booking and website activity.
• Measure advertising and marketing campaigns.
• Understand how users interact with our website.

You can manage or disable cookies through your browser settings. Disabling certain cookies may affect some website functionality.

8. Marketing and Advertising

Where permitted by applicable law, we may use information about website interactions to understand customer interests and measure the effectiveness of our advertising campaigns.

We may use third-party advertising or analytics platforms to help us understand website activity and deliver relevant advertising.

These platforms may process information according to their own privacy policies and settings.

9. Data Security

We take reasonable steps to protect personal information from unauthorised access, misuse, loss, alteration, or disclosure.

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

You should also take appropriate steps to protect your own devices, accounts, passwords, and booking information.

10. Retention of Information

We may retain personal information for as long as reasonably necessary to:

• Complete and manage bookings.
• Provide customer support.
• Process refunds or disputes.
• Maintain financial and business records.
• Meet legal and regulatory requirements.
• Protect our legitimate business interests.

When information is no longer reasonably required, we may securely delete or anonymise it where appropriate.

11. Accessing and Correcting Your Information

You may contact us if you would like to request access to personal information we hold about you or ask us to correct information that you believe is inaccurate or incomplete.

We may need to verify your identity before processing certain requests.

Some requests may be subject to applicable legal or regulatory limitations.

12. Third-Party Websites

Our website may contain links to airline websites, hotel websites, payment platforms, travel suppliers, advertising platforms, and other third-party websites.

AU Customer Support is not responsible for the privacy practices, security, content, or policies of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices, or applicable legal requirements.

The updated Privacy Policy will be published on our website.

We encourage you to review this page periodically.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy, please contact:

AU Customer Support
Telephone: 02 9191 9747
Email: info@aucustomersupport.com
Website: aucustomersupport.com