The Australian airline says cybercriminals have targeted a call centre and gained access to a third-party platform that holds the records of six million customers.
Qantas expects a significant volume of data has been stolen.
The third-party platform contains service records for the national carrier, and while Qantas says the “system is now contained” there are fears customer data has been exposed.
In a statement, Qantas says it is working with government agencies, including the Australian Federal Police, and there is no impact to the airline’s operations or any safety implications from the breach.
“On Monday [30 June 2025], we detected unusual activity on a third-party platform used by a Qantas airline contact centre,” the company says in the statement.
“We then took immediate steps and contained the system. We can confirm all Qantas systems remain secure.
“There are six million customers that have service records in this platform.
“We are continuing to investigate the proportion of the data that has been stolen, although we expect it will be significant.
“An initial review has confirmed the data includes some customers’ names, email addresses, phone numbers, birth dates and frequent flyer numbers.
“Importantly, credit card details, personal financial information and passport details are not held in this system.
“No frequent flyer accounts were compromised, nor have passwords, PIN numbers or log-in details been accessed.”
While Qantas conducts its investigation, the company is putting additional security measures in place to further restrict access and strengthen system monitoring and detection.
“Qantas has notified the Australian Cyber Security Centre and the Office of the Australian Information Commissioner,” says the statement.
“Given the criminal nature of this incident, the Australian Federal Police has also been notified.
“We will continue to support these agencies as the investigation continues, and Qantas has established a dedicated customer support line [1800 971 541] as well as a dedicated page on qantas.com to provide the latest information to customers.”
Qantas Group chief executive officer Vanessa Hudson has issued an apology to customers.
“We sincerely apologise to our customers and we recognise the uncertainty this will cause,” she says.
“Our customers trust us with their personal information and we take that responsibility seriously.
“We are contacting our customers today and our focus is on providing them with the necessary support.
“We are working closely with the Federal Government’s National Cyber Security Coordinator, the Australian Cyber Security Centre and independent specialised cybersecurity experts.”
Photo at top: iStock/Thurtell.
