Qantas Airways has confirmed that a cyber attack targeting one of its contact centers has compromised customer data. The airline is actively addressing the incident and providing support to affected customers.
What Happened?
On Monday, Qantas detected unusual activity on a third-party platform used by one of its contact centers. This platform contained service records for approximately 6 million customers, and the airline has confirmed that cyber criminals gained unauthorized access to it.
While Qantas systems remain secure, it appears that sensitive customer information, including names, email addresses, phone numbers, birthdates, and frequent flyer numbers, may have been compromised. However, the airline was quick to clarify that credit card details, personal financial information, and passport details were not stored in this platform, meaning they were not affected by the breach. Frequent flyer accounts, passwords, and other sensitive login information have also remained unaffected.
Qantas assures its customers that flight operations have not been impacted, and the safety of passengers is not in question.
What Data Was Stolen?
An initial review of the breach has shown that the compromised data primarily includes:
Names
Email addresses
Phone numbers
Birthdates
Frequent flyer numbers
While the airline has not yet confirmed the full extent of the breach, it is expected that a significant portion of the customer data may have been accessed.
What Is Qantas Doing About It?
Immediately upon detecting the breach, Qantas took swift action to contain the situation and secure the affected system. In addition to strengthening system monitoring and detection, the airline is rolling out enhanced security measures to further restrict access to sensitive data.
Qantas has also reported the incident to the Australian Cyber Security Centre (ACSC), the Office of the Australian Information Commissioner (OAIC), and the Australian Federal Police (AFP). The airline is fully cooperating with these authorities and independent cybersecurity experts to investigate the breach.
Vanessa Hudson, Qantas Group CEO, issued an apology, acknowledging the distress this breach may cause to customers:
“We sincerely apologise to our customers and we recognise the uncertainty this will cause. Our customers trust us with their personal information and we take that responsibility seriously. Our focus is on providing the necessary support and working closely with the Federal Government’s National Cyber Security Coordinator and experts in the field.”
Support for Affected Customers
For those impacted by the breach, Qantas has set up a dedicated support line for advice and assistance. Customers can call 1800 971 541 (or +61 2 8028 0534 for international support) and gain access to specialized identity protection services.
Customers are also encouraged to visit the airline’s dedicated webpage on qantas.com for the latest updates and advice. The airline will continue to provide further details on the situation through its website and social media channels.
