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Qantas Confirms Cyberattack Potentially Compromising Customer Data

by Marcelo Moreira

[aviation news]

On July 2, 2025, Qantas Airways confirmed a significant cyberattack targeting a third-party customer servicing platform used by one of its contact centres.

This breach, which potentially compromised the personal data of up to six million customers, has sparked widespread concern. Qantas has assured customers that the incident has been contained and does not affect the airline’s operations or safety.

Here’s an in-depth look at the incident, its implications, and the steps Qantas is taking to address it.

The Qantas Cyberattack


The cyberattack occurred when a cybercriminal gained unauthorized access to a third-party platform utilized by a Qantas contact centre.

On Monday, Qantas detected unusual activity on the platform and promptly contained the system to prevent further access. The airline has confirmed that its core systems, including those critical to flight operations, remain secure. However, the breach potentially affects six million customers with service records in the platform.

An initial review revealed that the compromised data includes customers’ names, email addresses, phone numbers, birth dates, and frequent flyer numbers.

Fortunately, sensitive information such as credit card details, personal financial information, passport details, passwords, PINs, or login credentials was not stored in the affected system.

While the full extent of the stolen data is still under investigation, Qantas expects the impact to be significant.

Photo Credit: Qantas

Qantas’ Response to the Breach


Qantas has taken swift action to address the cyberattack. The airline is implementing additional security measures, including restricting access to the platform and enhancing system monitoring and detection.

Qantas has also notified key authorities, including the Australian Cyber Security Centre, the Office of the Australian Information Commissioner, and the Australian Federal Police, given the criminal nature of the incident.

The airline is cooperating fully with these agencies as the investigation continues. To support affected customers, Qantas has established a dedicated customer support line and a webpage on its website with the latest updates.

The airline is actively contacting customers to inform them of the breach, offer apologies, and provide guidance on available support.

Qantas Group Chief Executive Officer Vanessa Hudson issued a statement, saying, “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.”

“We are working closely with the Federal Government’s National Cyber Security Coordinator, the Australian Cyber Security Centre, and independent specialized cybersecurity experts.”

Qantas has embarked on a significant overhaul of its governance practices following a review that identified shortcomings in decision-making and stakeholder trust.

What Should Customers Do?


If you’re a Qantas customer, take proactive steps to protect your information. Monitor your email for official communications from Qantas, which will provide details about the breach and support options.

Be cautious of unsolicited messages claiming to be from Qantas, as scammers may attempt to exploit the situation.

Consider updating your Qantas account password and enabling two-factor authentication for added security.

Regularly check your frequent flyer account for any unusual activity, even though Qantas has confirmed that no accounts were compromised.

The Broader Implications


This cyberattack underscores the growing threat of cybersecurity breaches in the aviation industry. As airlines increasingly rely on digital platforms for customer service, ticketing, and loyalty programs, they become attractive targets for cybercriminals seeking valuable personal data.

The FBI recently put out an alert to the U.S. airline industry, warning of targeted actions by the cyberhacking group Scattered Spider.

Recent airline system outages have included WestJet and Hawaiian Airlines. These outages have not been directly attributed to the hacking group, but the FBI warning has followed in their wake.

The Qantas incident further highlights the need for robust cybersecurity measures to protect sensitive information.

For now, Qantas is taking appropriate steps to mitigate the breach and support its customers. The airline’s transparency in communicating updates through its website and social channels is a positive move.

However, this incident serves as a reminder for all organizations to prioritize data security and for customers to remain vigilant in protecting their personal information.

A Qantas B787 takes off from Sydney
WindMemories, CC By-sa 4.0, Via Wikimedia Commons

Conclusion


Qantas is committed to keeping customers informed as the investigation progresses. The airline’s collaboration with cybersecurity experts and government agencies signals a serious approach to addressing the breach.

Customers should stay updated via Qantas’s official channels and take precautions to safeguard their data.

This incident is a wake-up call for the aviation industry and beyond. As cyberattacks become more sophisticated, companies must invest in cutting-edge security measures to protect customer trust.

For Qantas customers, staying informed and proactive is the best defence against potential risks stemming from this breach.

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