Qantas CEO returns to Australia, Customers to find out next week what data was stolen

When Optus was hacked in September of 2022, their then CEO Kelly Bayer Rosmarin was overseas on business and had to delay her return flight to steer the ship through the first day of the crisis, turns out Qantas CEO Vanessa Hudson could well sympathise with Ms Bayer Rosmarin as she too was overseas when news of Qantas’ data breach was revealed.

Ms Hudson is now heading home having worked remotely to guide her executive team through the first days of the crisis and is set to face the music on her return to Australia.

Meanwhile, Qantas has updated their messaging on the breach, confirming that since first detected and contained on Monday there has been no further threat activity in the system and that the system remains secure.

The “System” in question is software used by an off-shore call-centre to manage enquiries from travellers.. It was breached, most likely through social engineering (tricking a staff member into giving them access), in what appears to be part of a concerted attack on the aviation industry globally.

That said, still six million people’s information was on the system and we don’t yet know how many are really affected.

Qantas say that will be next week’s update. They say they will be in a position to update “affected” customers on the types of personal information that was in the system.

The extent of that data might vary from person to person. It’s EFTM’s understanding that in addition to Name, Email, Phone, Date of Birth and Frequent Flyer numbers, it’s likely some customers will have flight preferences saved also, such as meal preferences and seating preferences, it’s possible other data Qantas has on your personal profile may also be included.

However the company remains at pains to point out no financial or security information is included in the breach.

Qantas Group Chief Executive Officer Vanessa Hudson said “We know that data breaches can feel deeply personal and understand the genuine concern this creates for our customers. Right now we’re focused on providing the answers and transparency they deserve. 

“Our investigation is progressing well with our cybersecurity teams working alongside leading external specialists to determine what information has been accessed.  

“We’re finalising a process that will enable us to provide affected customers with more information about their personal information that was potentially compromised.  

“We are treating this incredibly seriously and have implemented additional security measures to further strengthen our systems. Our customers can be assured that we have the right expertise and resources dedicated to resolving this matter thoroughly and effectively. 

“I want to apologise again for the uncertainty this has caused. We’re committed to keeping our affected customers informed with regular updates as our investigation progresses.”  

For now, the advice remains the same, be vigilant about any communication about flights or frequent flyer accounts and any communication from Qantas, scammers will want to take advantage of you – without you ever knowing – by pretending to be someone they are not. This stolen information just makes it easier for them to know enough about you to be familiar and help trick you.