Information for customers on cyber incident

pUpdate 12 October 2025ppQantas is one of a number of companies globally that has had data released by cyber criminals following a cyber incident in early July where customer data was stolen via a third party platform With the help of specialist cyber security experts we are investigating what data was part of the release  ppThrough the NSW Supreme Court we have an ongoing injunction in place to prevent the stolen data being accessed viewed released used transmitted or published by anyone including third partiesppWe have also put in place additional security measures increased training across our teams and strengthened system monitoring and detection since the incident occurred  ppIn July Qantas proactively advised all impacted customers of the types of their personal data that was contained in the impacted system and this has not changed  ppWe will continue to share updates on qantascom and through our 247 support line on 1800 971 541 or 61 2 8028 0534 where customers have ongoing access to specialist identity protection services ppQantas continues to work closely with Australian Government agencies including the Australian Cyber Security Centre and the Australian Federal Police ppWe recommend that customers continue to remain vigilant to any misuse of their personal information ppCustomers who believe they have been targeted by scammers should report it to Scamwatch ppOn Monday 30 June 2025 we detected unusual activity on a thirdparty platform used by a Qantas airline contact centre We then took immediate steps and contained the incident We can confirm Qantas systems remain secureppWe will have emailed you directly advising you on the types of your personal information impacted by the incidentppCustomers who do not receive this email should check their spam or junk folder  ppOur customer records are based on unique email addresses so if you have multiple email addresses registered with Qantas you may have received a separate notification to different impacted email addressesppYes We disclosed this incident to the Federal Governments National Cyber Security Coordinator the Australian Cyber Security Centre the Office of the Australian Information Commissioner as well as privacy and data protection regulators in a number of other relevant jurisdictions including the Office of the Privacy Commissioner in New Zealand in accordance with section 114 ppGiven the criminal nature of this incident the Australian Federal Police were notified We have also worked closely with independent specialised cyber security experts in relation to this incidentppWe are aware of increased reports of scammers impersonating Qantas ppThese scammers are attempting to use the heightened awareness of our situation to entice Qantas customers to click through links or share personal details This is unfortunately common after incidents like thisppThere are also a number of scams affecting several Australian organisations that have been reported on in recent months and were occurring before our incident Some are cyclical based on time of year These are unrelated to QantasppOur Cyber teams continue to monitor 247 to prevent phishing attempts and block fraudulent websites and other communications Customers who believe they have been targeted by scammers should report it immediately to ScamwatchppWe have established a dedicated customer support line on 1800 971 541 or 61 2 8028 0534 This is available 247ppOur customers have access to specialist identity protection advice and resources through this teamppCustomers can also submit general enquiries or complaints via our Customer Care feedback formppWe are committed to addressing your concerns regarding the handling of your personal information and encourage you to contact us directly If your concerns have not been addressed you may contact our Privacy OfficerData Protection Officer at PrivacyOfficerqantascomauppIf you are a New Zealand resident you have the right to lodge a complaint with the  Office of the Privacy Commissioner Go to privacyorgnzyourrightsmakingacomplaint to find out more If you reside elsewhere you may also have a right to raise the matter with the appropriate data privacy and data protection authority regulator in your regionppThe latest updates will be shared with customers on this pageppFrequent Flyers can continue to engage in the program and with partners as normal  ppFrequent Flyer passwords PINs and log in details were not accessed or compromised but customers can update these details at any time  ppThe information accessed in the incident is not enough to gain access to Frequent Flyer accounts   ppIn addition all Frequent Flyer accounts by default have multifactor authentication or twofactor authentication already enabled  This could be a onetime password being sent to the registered mobile number or email answering security questions or through the Authenticator App  ppThis dedicated page includes the most up to date informationppYou can also contact our dedicated support line on 1800 971 541 or 61 2 8028 0534 if you have specific concerns or questionsppEmails from Qantas will always come from a domain that ends in qantascom For example an email from loyaltyqantascom is legitimate as it ends in qantascomppIt is important you check the email address that the email has been sent from not the display name The display name can be made to look legitimate when it is not which is why it is important to check the address the email has been sent fromppEmails from domains that do not end in qantascom or qantascomau should be reported ie qantasnet or qantasbizppIf you do receive any suspicious emails text messages or calls from someone purporting to be Qantas you can report this via our Dedicated Support Line on 1800 971 541 or 61 2 8028 0534ppYou can also report scams at Scamwatch or contact your local authorities if youre outside AustraliappFor additional advice please visit Act Now Stay SecureppIf you wish to update your profile including contact details you can do so online via the following stepsppThere is no requirement to reset your password or PINppQantas Frequent Flyer passwords PINs and log in details were not accessed or compromised in the incident but customers can update these details at any timeppAll Frequent Flyer accounts by default have multifactor authentication MFA or twofactor authentication 2FA already enabledppThis could be a onetime password OTP being sent to the registered mobile number or email or answering security questions or the Authenticator appppFor added account security we recommend customers use an authenticator app as an additional MFA2FA option and follow the account security guidelines found hereppWe took immediate steps and contained the system and Qantas systems remain secureppThere is nothing to indicate that points were stolen in connection with this incidentppIf you have upcoming travel you can check your flight details through the Qantas App or website as normalppAdditional security measures have been put in place to further restrict access and strengthen system monitoring and detection This includes additional security measures for Qantas Frequent Flyer accounts to further protect these from unauthorised access including requiring additional identification for account changes  ppWe are working closely with the Federal Governments National Cyber Security Coordinator the Australian Cyber Security Centre and independent specialised cyber security experts We have also notified the Australian Cyber Security Centre and the Office of the Australian Information Commissioner 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 continuesppAs Qantas works through its incident response it has determined that there are a number of address fields that were held in the system that was compromised ppWe can confirm outside of some residential and business addresses including hotels for baggage services there are a number of these fields that are invalid ppNot all are full addresses some are postcode only and some are a number of years old for example However we have decided to notify everyone that had a potential address field populated in an effort to be transparent as possibleppWe recommend that customers take the following general precautionary steps and remain vigilant to any misuse of their personal information ppCustomers who believe they have been targeted by scammers should report it to ScamwatchppOur email notifications were sent based on individual customer records in the impacted system Heres how our email notifications were addressedppYou may have received multiple email notifications if you had more than one customer record in the impacted systemppOn Monday 30 June 2025 we detected unusual activity on a thirdparty platform used by a Qantas airline contact centre We then took immediate steps and contained the incident We can confirm Qantas systems remain secureppThis page provides information advice and support for those affectedppSpecific data fields vary from customer to customer Our analysis has found that the majority of customer records that were compromised are limited toppSome customer records include a combination of the ones above and one or more of the following ppThere was no impact to Qantas Frequent Flyer accounts Passwords PINs and log in details were not accessed or compromised The data that was compromised is not enough to gain access to Frequent Flyer accounts  ppCustomer records are based on unique email addresses and customers with multiple email addresses may have multiple accountsppQantas confirms that no identity documents credit card numbers or personal financial details were accessed or compromised as a result of the incidentppOur focus continues to be on supporting our affected customersppCustomers can continue to access our dedicated support line on 1800 971 541 within Australia or 61 2 8028 0534 outside Australia This service remains available 247 and customers have access to specialist identity protection advice and resources For general enquiries you can also contact Qantas Customer Care through our usual channelsppTo help further protect our customers impacted by the recent cyber incident Qantas has obtained an interim injunction in the NSW Supreme Court  ppThis prevents the stolen data from being accessed viewed released used transmitted or published by anyone including by any third parties We want to do all we can to protect our customers personal information and believe this was an important next course of actionppWe recommend that customers take the following general precautionary steps and remain vigilant to any misuse of their personal informationppCustomers who believe they have been targeted by scammers should report it to ScamwatchppWe are aware of increased reports of scammers impersonating Qantas ppThese scammers are attempting to use the heightened awareness of our situation to entice Qantas customers to click through links or share personal details This is unfortunately common after incidents like thisppThere are also a number of scams affecting several Australian organisations that have been reported on in recent months and were occurring before our incident Some are cyclical based on time of year These are unrelated to QantasppOur Cyber teams continue to monitor 247 to prevent phishing attempts and block fraudulent websites and other communicationsppCustomers who believe they have been targeted by scammers should report it immediately to ScamwatchppQantas will never contact customers requesting passwords booking reference details or sensitive login information ppCustomers should remain alert for unusual communications claiming to be from Qantas or requesting personal information or passwordsppOur focus continues to be on doing all we can to support our affected customersppCustomers can continue to access our dedicated support line on 1800 971 541 or 61 2 8028 0534 This service remains available 247 and customers have access to specialist identity protection advice and resourcesppWe are aware of increased reports of scammers impersonating Qantas ppThese scammers are attempting to use the heightened awareness of our situation to entice Qantas customers to click through links or share personal details This is unfortunately common after incidents like thisppThere are also a number of scams affecting several Australian organisations that have been reported on in recent months and were occurring before our incident Some are cyclical based on time of year These are unrelated to QantasppOur Cyber teams continue to monitor 247 to prevent phishing attempts and block fraudulent websites and other communicationsppCustomers who believe they have been targeted by scammers should report it immediately to ScamwatchppQantas will never contact customers requesting passwords booking reference details or sensitive login information ppCustomers should remain alert for unusual communications claiming to be from Qantas or requesting personal information or passwordsppOur focus continues to be on doing all we can to support our affected customersppCustomers can continue to access our dedicated support line on 1800 971 541 or 61 2 8028 0534 This service remains available 247 and customers have access to specialist identity protection advice and resources through this teamppWe are aware of increased reports of scammers impersonating Qantas ppThese scammers are attempting to use the heightened awareness of our situation to entice Qantas customers to click through links or share personal details This is unfortunately common after incidents like thisppThere are also a number of scams affecting several Australian organisations that have been reported on in recent months and were occurring before our incident Some are cyclical based on time of year These are unrelated to QantasppOur Cyber teams continue to monitor 247 to prevent phishing attempts and block fraudulent websites and other communicationsppThere is still no evidence that any personal data stolen from Qantas has been released but with the support of specialist cyber security experts we continue to actively monitor ppCustomers who believe they have been targeted by scammers should report it immediately to ScamwatchppQantas will never contact customers requesting passwords booking reference details or sensitive login information ppCustomers should remain alert for unusual communications claiming to be from Qantas or requesting personal information or passwordsppOur focus continues to be on doing all we can to support our affected customersppCustomers can continue to access our dedicated support line on 1800 971 541 or 61 2 8028 0534 This service remains available 247 and customers have access to specialist identity protection advice and resources through this teamppTo help further protect our customers impacted by the recent cyber incident Qantas has obtained an interim injunction in the NSW Supreme Court  ppThis prevents the stolen data from being accessed viewed released used transmitted or published by anyone including by any third parties ppWe want to do all we can to protect our customers personal information and believe this was an important next course of actionppWe would like to reassure our customers that there continues to be no evidence that any personal data stolen from Qantas has been released but with the support of specialist cyber security experts we continue to actively monitorppQantas is continuing to respond to the cyber incident that resulted in customer data being compromisedppThe incident occurred when a cyber criminal targeted one of our airline contact centres and gained access to a thirdparty customer servicing platformppWe sincerely apologise for this incident and recognise the uncertainty it has causedppOur focus is now on updating customers on the types of their personal data that was accessed so that we can provide the appropriate advice and support to those affected ppData that was compromisedppQantas has progressed its forensic analysis of the customer data in the system that was compromised  ppQantas has reconfirmed no credit card details personal financial information or passport details were stored in this system and therefore have not been accessed  ppThere continues to be no impact to Qantas Frequent Flyer accounts Passwords PINs and log in details were not accessed or compromised The data that was compromised is not enough to gain access to these Frequent Flyer accounts  ppSpecific data fields vary from customer to customer Our analysis has found ppThe majority of customer records that were compromised are limited toppSome customer records include a combination of the ones above and one or more of the following ppCustomer records are based on unique email addresses and customers with multiple email addresses may have multiple accounts  ppHow were communicating with youppQantas is emailing affected customers aged 15 and above for whom we hold an email address to advise them of the types of their personal data that was contained in the impacted system and provide advice and support Please ensure you check your junkspam folderppTo provide our Qantas Frequent Flyers with further visibility you will be able to view the types of your data that were held on the compromised system once you are logged into your account The capability is now availableppSupport for customersppCustomers can continue to access our dedicated support lineppAll customers have access to specialist identity protection advice and resources through this dedicated teamppFor general enquiries you can also contact Qantas Customer Care through our usual channelsppUpcoming travelppIf you have upcoming travel there is nothing you need to do You can check your flight details at any time via the Qantas App or our websiteppActions we are takingp