Qantas Airways is under investigation after personal data belonging to millions of its customers appeared online following a major cyberattack. The breach, which originated from an offshore call centre using Salesforce software, is believed to have exposed information from around 5.7 million individuals.
According to cybersecurity reports, the data was released after a criminal group known as Scattered LAPSUS$ Hunters followed through on a ransom threat. The leaked files reportedly include customers’ full names, email addresses, Frequent Flyer membership numbers, phone numbers, home and business addresses, dates of birth, and gender details. In some cases, even meal preferences were among the stolen data.
Although Qantas had outsourced customer support operations to an external provider, Australian officials emphasized that responsibility for data protection remains with the airline. “Outsourcing does not remove a company’s cybersecurity obligations,” warned Cyber Security Minister Tony Burke, who added that serious penalties may apply if organisations fail to meet legal requirements for safeguarding personal data.
Experts have cautioned customers not to search for the leaked information online, particularly on dark web platforms, to avoid scams or exposure to malicious content.
Cybersecurity researcher Troy Hunt explained that while the stolen data may not include financial details, it still poses serious risks of identity theft. “The information provides multiple points of verification that can be exploited for impersonation attacks,” he noted. Hunt added that Qantas would likely face substantial legal and financial repercussions from the incident, including class-action lawsuits.
RMIT University’s Professor Matthew Warren described the event as the beginning of a “second wave of scams,” predicting that fraudsters could impersonate Qantas representatives to trick customers into disclosing more information. “Attackers may contact victims, claiming to offer compensation or refunds, and request bank or card details,” he said. With most Qantas passengers being Australian, he warned, “a quarter of the population could be at risk.”
In response, Qantas has established a dedicated helpline and identity protection support for affected customers. The airline also secured a court injunction from the New South Wales Supreme Court to block access to the stolen data. However, this order only applies within Australia, leaving the information still accessible on some foreign websites where the databases were leaked alongside data from other companies, including Vietnam Airlines, GAP, and Fujifilm.
Legal experts have already lodged a complaint with the Office of the Australian Information Commissioner, alleging that Qantas failed to take sufficient steps to protect personal information. Similar to previous high-profile breaches involving Optus and Medibank in 2022, the case may lead to compensation claims and regulatory fines.
Professor Warren emphasised that low conviction rates for cybercrimes continue to embolden hackers. “When attackers see few consequences, it reinforces the idea that cyber laws are not a real deterrent,” he said.
