‘Disappointing, frustrating’: How Qantas data breach exposes deep flaws in Australia’s cyber defences

The cyberattack targeting the personal data of customers with Qantas is the latest in a string of breaches affecting millions of Australians, as hackers target major companies and exploit weak spots in the systems they rely on.

The breach, detected by the Flying Kangaroo on June 30, originated from a third-party customer servicing platform used by one of the airline’s contact centres.

Cybersecurity experts said the breach is part of a much broader problem - and corporate Australia is falling short.

Dr Hammond Pearce, a lecturer in computer science and engineering at UNSW, told NewsWire the embarrassing incident at Qantas highlights a dangerous complacency among major companies.

“It’s disappointing and frustrating that a company of this size and means, one which has tremendous importance to everyday Australians, is unable to safeguard our data,” Dr Hammond said.

Although contained, the latest attack may have compromised names, phone numbers, email addresses, dates of birth, and frequent flyer numbers. Credit card details, passports, and login credentials were not affected.

The suspected culprits are the cybercrime group Scattered Spider, known for targeting large organisations through helpdesk systems operated by third-party platforms, often using sophisticated social engineering techniques.

The breach comes amid a significant surge in cyberattacks across Australian sectors.

In April this year, thousands of AustralianSuper and Rest members were affected by “credential stuffing” attacks, where hackers used stolen login details from past breaches to access accounts.

The attackers siphoned off $500,000 from just four accounts.

The Australian Signals Directorate, a Federal Government intelligence agency, responded to over 1100 cyber security incidents and 36,700 hotline calls in 2023–24, a 12 per cent jump on the previous year. Data breach notifications spiked 15 per cent in the second half of 2024.

Healthcare remains the most targeted industry, with 102 reported breaches in the latter half of last year.

Financial institutions and manufacturers are also under siege, with attackers exploiting stolen credentials, ransomware, and legacy technologies to halt operations or access sensitive information.

Dr Hammond said it’s becoming clear that large datasets of personal information, like names, birth dates, and phone numbers, should be “treated as liabilities, not assets.”

“In Australia, as in many countries, the mass collection and retention of data is usually encouraged from a business point of view.

“Only the government has the abilities to bring in privacy-first rules which can motivate changes to this practice,” he said, urging regulatory reform to force companies to treat personal data with the seriousness it deserves.

He warned that the accumulation of personal data is not only a risk in itself but a direct path to further harm.

“There is the very real potential for down-stream attacks whereby the stolen data is used for scams and other schemes; they might reach out to you pretending to be someone they are not,” he said.

Dr Hammond said that while Qantas acted appropriately after discovering the breach, its overall cybersecurity posture was “insufficient” — a pattern seen repeatedly across Australian organisations.

“Qantas is not alone in this regard, it is just the latest in a long string of companies which have had data breaches, and it is fast becoming time for a proper regulatory overhaul to require that these companies treat our data with the concern that it deserves,” he said.

The Qantas breach follows a rising number of incidents linked to third-party vendors.

Experts say supply chain vulnerabilities now account for the majority of data breaches in Australia, and organisations must hold external providers to the same high cybersecurity standards as internal systems.

Stephen Kho, cybersecurity expert at Avast, told Newswire that businesses must go beyond simply defending against threats and start preparing.

“Businesses, no matter their size, need to accept that cyberattacks are no longer a matter of ‘if’, but ‘when’. That means shifting from a purely defensive mindset to one of preparation and resilience,” Mr Kho said.

While AI was not involved in the Qantas incident, cybersecurity professionals are increasingly warning that artificial intelligence will supercharge future threats.

Scammers are now using AI to craft phishing messages, mimic voices, and even create deepfakes to deceive victims.

As the technology advances, impersonation attacks and targeted scams are becoming harder to detect and more damaging.

Mr Kho said prevention is still the best defence against increasingly sophisticated attacks, and he has advice for both the public and businesses.

He recommends using a password manager to generate strong, unique logins for every account, keeping devices and apps updated to patch known vulnerabilities, and staying alert to anything that seems suspicious.

“A healthy dose of scepticism online is one of the best defences you have,” he said.

Mr Kho also urges people to act quickly if something seems off, such as receiving unexpected verification codes, password reset emails, or strange messages from friends, as these may be signs an account has been compromised.

If caught up in a breach, he advises updating sensitive passwords, monitoring bank statements, and watching out for phishing scams impersonating trusted brands like Qantas.

“The goal is to contain the damage before it escalates,” he said.

For businesses, he urges companies to invest in secure infrastructure, regularly patch software, educate staff, and prepare a clear incident response plan if a breach occurs.

“How quickly and transparently a business responds can have a huge impact on how customers perceive and trust the brand afterwards.”

The federal government has pledged up to $20 billion by 2033 to strengthen Australia’s cyber defences and has launched awareness campaigns like “Stop. Check. Protect.” to help Australians recognise and avoid online scams. But Dr Hammond argues that meaningful progress requires more than public awareness — it demands a systemic overhaul.

“It is fast becoming time for a proper regulatory overhaul to require that these companies treat our data with the concern that it deserves,” he said.

Until then, Australians are being urged to take their own precautions, because as the Qantas breach makes clear, even the biggest and most trusted companies are far from immune.