Qantas' Digital Turbulence: Qantas Responds to App Glitch, Safeguarding Customer Data

The malfunction primarily affected frequent flyers' accounts, exposing details such as names, itineraries, and points balances. The airline promptly rectified the issue and clarified that it was not the result of a targeted cyber-attack but rather a glitch stemming from recent system modifications.

Acknowledging the incident, the Australian carrier issued an apology, noting that the problem emerged early on Thursday. Many customers voiced their concerns on social media platforms, reporting unauthorized access to strangers' information upon accessing the Qantas app.

Qantas explained that the exposed data encompassed individuals' names, upcoming flight plans, points status, and balances. Initially, the airline commenced an investigation at 09:00 AEST, followed by subsequent updates within a short timeframe attributing the issue to recent system adjustments.

By midday, Qantas reaffirmed that the glitch likely arose from system changes and reiterated that there was no indication of a deliberate cyber breach. The airline issued a final update at 16:50, confirming the app's return to normal functionality and disclosing that the glitch occurred during two distinct periods.

Assuring customers, Qantas stated that no further personal or financial data was disclosed to unauthorized individuals, and the transfer or utilization of accumulated Qantas Points by unrelated parties was not feasible. However, the airline did not explicitly address whether strangers could modify existing itineraries, an aspect some customers speculated upon.

Qantas further stated its unawareness of any attempts by passengers to exploit the situation by using others' boarding passes, asserting the implementation of preventive measures. Despite this, several customers claimed that upon restarting the app, they encountered different passengers' details, suggesting persistent concerns regarding data security.