Qantas Warns Customers After Manila-Based Call Center Hit By Cyberattack

Qantas Airways has warned up to six million customers to remain vigilant after a significant cyberattack compromised personal data via a third-party customer relations management (CRM) platform used in a Manila-based call center.

Qantas Airways urges customers to remain vigilant after a data breach involving a third-party call center in Manila. (Photo: Qantas)

As reported by Chris Zappone of the Sydney Morning Herald, the airline confirmed that the breach involved names, email addresses, phone numbers, birthdates, and frequent flyer numbers.

However, no credit card or passport details were exposed. The system has since been contained.

Qantas disclosed the breach in a statement to the Australian Securities Exchange (ASX), emphasizing that while frequent flyer account login credentials were not compromised, the exposed data could be exploited for phishing, identity theft, or social engineering.

Cybersecurity experts, including Macquarie University’s Professor Dali Kaafar, noted the airline’s separation of sensitive data as a mitigation measure, but warned the nature of the breach still poses serious risks.

“This sort of data allows malicious actors to build more complete profiles about individuals,” Kaafar said.

The cyber intrusion reportedly targeted a CRM system operated in the Philippines, where Qantas handles reservation services.

While the airline did not identify the culprit, aviation insiders pointed to the suspected involvement of cybercriminal group Scattered Spider, previously linked to attacks on other airlines such as WestJet and Hawaiian Airlines.

Qantas CEO Vanessa Hudson issued a public apology, stating the company is contacting affected customers and offering support. The incident has been reported to Australian authorities, including the Federal Police and the Cyber Security Centre.

Consumer advocates, meanwhile, renewed calls for stronger data protection mechanisms in the aviation sector. Qantas has since launched a dedicated help page and urged customers to monitor their accounts and stay alert for suspicious communications.