Privacy Policy


1. Our Commitment to Your Privacy

ORN Vacations Pty Ltd (ABN 88 680 107 751), trading as ORN Holidays (“ORN Holidays”, “we”, “us”, “our”), respects your privacy and is committed to handling your personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains what personal information we collect, how we collect, hold, use and disclose it, and how you can access, correct, or make a complaint about the handling of your personal information.

This policy applies to personal information collected through ornholidays.com, our mobile and telephone channels, our customer service team, and our travel agent and distribution network, whenever you enquire about, book, or travel on an ORN Holidays product.


2. Who We Are

ORN Holidays is a travel and holiday booking brand operated by ORN Vacations Pty Ltd, part of the wider Nexus DMC / ORN Group of companies. Our registered office is Level 1, 18 Thomson St, South Melbourne VIC 3205, Australia.

As a destination management company and travel booking provider, we work with a global network of suppliers, ground operators and delivery partners — including our own coach touring fleet and hotel allotment partners across Europe, an operational entity in Singapore, and distribution partners in North America — to deliver holiday and touring products to our customers. Where this involves handling your personal information overseas, this is explained in “Overseas Disclosure of Personal Information” below.


3. The Personal Information We Collect

The personal information we collect depends on the nature of your interaction with us, and may include:

  • Identity and contact information: name, date of birth, postal and email address, and phone number
  • Travel and booking information: passport and visa details, frequent flyer or loyalty numbers, travel preferences, itinerary and accommodation details, emergency contact details, and travel insurance information
  • Payment information: card or billing details and transaction history, processed through our secure payment gateway
  • Account information: username, encrypted password, booking history, and marketing preferences
  • Communications: correspondence with our customer service, sales or operations teams, including call recordings (where you are notified) and website chat transcripts
  • Technical information: IP address, device and browser type, and browsing activity collected via cookies and similar technologies (see “Cookies and Website Analytics” below)


4. Sensitive Information

In limited circumstances, and generally only with your consent or as reasonably necessary to arrange safe and suitable travel, we may collect sensitive information such as health information (for example, dietary requirements, mobility needs, or medical conditions relevant to a tour or to travel insurance) or information about disability. We handle sensitive information with additional care, consistent with APP 3, and only for the purpose it was collected.


5. How We Collect Your Information

We generally collect personal information directly from you, including when you:

  • make a booking or enquiry through ornholidays.com, by phone, by email, or in person
  • create an account or subscribe to our marketing communications
  • complete a customer survey, competition entry, or promotion
  • interact with our customer service, sales, or operations team

We may also collect personal information from third parties, including a travel agent or booking platform acting on your behalf, our travel partner and distribution network (for example, our outbound US partner or club and association distribution partners), publicly available sources, and service providers such as payment processors and identity verification providers.


6. Why We Collect, Hold, Use and Disclose Your Personal Information

We collect, hold, use and disclose personal information to:

  • process and manage your booking, including liaising with airlines, hotels, coach and transport operators, tour guides, and other suppliers
  • provide customer service and respond to enquiries
  • process payments and manage billing
  • verify your identity and help prevent fraud
  • meet our legal and regulatory obligations, including in relation to taxation, financial crime, and consumer protection law
  • send you marketing communications about offers, rewards, and travel inspiration, where you have not opted out (see “Direct Marketing” below)
  • improve our products, services and website, including through customer feedback and analytics
  • manage our relationship with travel agents, club and association partners, and other distribution partners


7. Direct Marketing

With your consent, or where you would reasonably expect it because you are an existing customer, we may send you marketing communications about offers, rewards or cashback programs, and travel inspiration by email, SMS or post. You can opt out at any time using the unsubscribe link in our emails, by updating your account preferences, or by contacting us using the details in “Contact Us” below. We will not use your sensitive information for direct marketing without your express consent.


8. Automated Decision-Making

From 10 December 2026, the Privacy Act will require entities to explain in their privacy policy where they use computer programs to make, or materially assist in making, decisions that could reasonably be expected to significantly affect an individual's rights or interests. [Placeholder — to confirm: ORN Holidays does not currently use automated tools of this kind for bookings, pricing, or customer decisions / or, ORN Holidays uses the following automated tools – describe]. We will update this section, if needed, ahead of that date.


9. Who We Share Your Information With

We may disclose your personal information to:

  • suppliers involved in delivering your travel arrangements, including airlines, hotels and accommodation providers, coach and transport operators (including our own European coach fleet), tour guides, and travel insurers
  • travel agents, consortia and distribution partners who facilitate your booking, including our outbound US travel partner, club and association partners, and field sales representatives
  • payment processors, IT and cloud service providers, and other professional advisers who support our business operations
  • government and regulatory bodies, where required by law
  • a related body corporate within the Nexus DMC / ORN Group, for the purposes described in this policy

We do not sell your personal information to third parties.


10. Overseas Disclosure of Personal Information

Because we operate as part of a global travel and touring business, your personal information may be disclosed to, or held by, recipients located outside Australia. Depending on your itinerary and the products or services you book, this may include recipients located in:

  • Singapore, where we maintain an operational entity supporting our Asia-Pacific business
  • the United Kingdom, Ireland, France, Switzerland, Italy, Spain, Portugal, the Netherlands and Germany, where our touring, coach and hotel supplier network operates
  • the United States, where our outbound distribution partner is based
  • other countries where our IT, cloud hosting, or payment service providers are located

It is not always practicable for us to identify every country your information may be disclosed to in advance, as this depends on the specific itinerary, suppliers and payment providers involved in your booking. Where practicable, we will notify you of the relevant countries at the time of booking. Overseas recipients may not be subject to privacy obligations equivalent to the Australian Privacy Principles; in disclosing your information overseas, we take reasonable steps consistent with APP 8 to ensure it continues to be protected, including through contractual arrangements with our suppliers and partners where appropriate.


11. Data Quality

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, up to date and complete. You can help by keeping your account details current and telling us about any changes to your personal information.


12. Data Security and Data Breach Notification

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including through secure payment gateways, encryption, access controls, and staff training. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If we become aware of a data breach involving your personal information that is likely to result in serious harm, we will take steps to notify affected individuals and the Office of the Australian Information Commissioner (OAIC), in line with our obligations under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act.


13. How Long We Keep Your Information

We retain personal information for as long as necessary to fulfil the purposes described in this policy, including to meet legal, accounting, tax, and regulatory requirements. Once information is no longer needed for these purposes, we take reasonable steps to destroy or de-identify it.


14. Cookies and Website Analytics

Our website uses cookies and similar technologies to operate effectively, remember your preferences, and understand how visitors use our site. Cookies do not, by themselves, identify you personally. You can control or disable cookies through your browser settings; however, this may affect your ability to use certain features of our website, such as completing a booking.


15. Accessing and Correcting Your Personal Information

You may request access to the personal information we hold about you, and request that we correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact us using the details in “Contact Us” below. We will respond within a reasonable period, generally free of charge, although we may charge a reasonable fee for giving access in some circumstances. In some cases we may not be able to provide access — for example, where this would unreasonably impact the privacy of others, or an exception under the Privacy Act applies — and if so, we will explain why.


16. Your Privacy Rights

In addition to your rights of access and correction under the Privacy Act, Australian law also provides a statutory right of action for individuals affected by a serious invasion of privacy in certain circumstances. We are committed to handling your personal information in a way that respects your privacy rights and reduces this risk.


17. Children's Privacy

ORN Holidays is not directed to children, and we do not knowingly collect personal information from individuals under the age of 18 without the consent of a parent or guardian. If you believe we have inadvertently collected personal information from a child, please contact us using the details below and we will take steps to delete it.


18. How to Make a Complaint

If you have a concern about how we have handled your personal information, please contact our Privacy Officer using the details in “Contact Us” below, with as much detail as possible so we can investigate. We will acknowledge your complaint and aim to resolve it within a reasonable time, generally within 30 days.

If you are not satisfied with our response, or your complaint has not been resolved within a reasonable time, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

  • Phone: 1300 363 992 (Monday to Thursday, 10am–4pm AEST/AEDT)
  • Online: www.oaic.gov.au
  • Post: GPO Box 5288, Sydney NSW 2001


19. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our services, or the law. The current version will always be available at ornholidays.com, and this page will show the date it was last updated.


20. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact:

Privacy Officer

ORN Vacations Pty Ltd (ABN 88 680 107 751), trading as ORN Holidays

Level 1, 18 Thomson St, South Melbourne VIC 3205, Australia

Email: care@orn.com