Australian airline confirms third-party platform was compromised; investigation underway.
Qantas Airways has confirmed that a cyberattack on a third-party customer service platform has exposed the personal data of up to six million customers, in what could be one of the most significant data breaches in the country’s aviation sector.
In a statement released Wednesday, the airline said the breach was detected on Monday when “unusual activity” was identified on a platform used by its contact center. The compromised system, operated by an external provider, holds service records for millions of Qantas customers, including names, email addresses, phone numbers, dates of birth, and frequent flyer membership numbers.
Crucially, Qantas emphasized that the platform does not store sensitive financial or identity-related information such as credit card numbers or passport details.
Extent of Breach Still Unknown
While the airline acted quickly to isolate and secure the affected platform, the full scale of the data breach remains unclear. “Though we expect it to be significant,” the company acknowledged, without disclosing how many individual records may have been accessed or copied.
The airline has launched a full investigation in coordination with the Australian Cyber Security Centre, the Australian Federal Police, and independent cybersecurity experts. Affected customers are being contacted directly.
“We sincerely apologize to our customers and we recognize the uncertainty this will cause,” said Qantas CEO Vanessa Hudson. “Our customers trust us with their personal information and we take that responsibility seriously. Our focus is on providing them with the necessary support.”
Share Price Dips as Qantas Responds
In the wake of the announcement, Qantas shares fell 3.5% in early trading Wednesday, underperforming the broader Australian market, which was up 0.4%, according to Reuters.
The airline was quick to reassure customers that its core operations, flight safety systems, and other internal infrastructure were not impacted by the breach. “All Qantas systems are now secure,” the company said.
Australia Grapples With Cyber Threats
This breach adds to a growing list of high-profile cyberattacks targeting Australian institutions in recent years. In 2022, health insurer Medibank suffered a ransomware attack that compromised the personal health data of nearly 10 million customers. That attack was later linked to a Russian hacking group known as REvil.
Earlier cyber incidents have also affected political parties and major media outlets. In 2019, just months before national elections, cyber attackers targeted both of Australia’s major political parties. In 2021, broadcaster Nine News was forced off air after what was described as the largest cyberattack on a media organization in Australian history.
In response to increasing digital threats, Australia has ramped up its cybersecurity response, including publicly naming and sanctioning foreign nationals believed to be behind such attacks. Still, this latest incident with Qantas underscores the continued vulnerability of critical services, especially when third-party vendors are involved.
Looking Ahead
Qantas has not disclosed the name of the third-party provider involved in the breach. The airline is expected to release further updates as the forensic investigation progresses.
Customers are being advised to remain vigilant for suspicious emails or communications that may result from the compromised data. Qantas has stated that dedicated support channels will be made available for those affected.