Qantas recently faced a privacy breach when a technology issue in their app allowed users to see the personal information of other travelers, including names, booking details, points balance, and status. The airline conducted an investigation and determined that the incident was caused by a technology issue rather than a cyber security breach, assuring customers that steps were being taken to prevent a similar occurrence in the future.
The glitch, which occurred due to a caching problem, specifically affected the Qantas App, leading to the incorrect information being displayed on passengers' apps. While Qantas emphasized that personal and financial data was not accessible through the app and that incorrect boarding passes wouldn't have allowed passengers to board flights, experts like Mark Gregory from RMIT considered it a serious data breach indicating lapses in system upgrades and customer data security measures.
Following the incident, the Office of the Australian Information Commissioner was notified, urging Qantas to investigate and comply with data breach notification requirements if necessary. The airline, known for its frequent flyer program, had recently introduced new rewards schemes aimed at enhancing the customer experience, with CEO Vanessa Hudson highlighting their commitment to recognizing loyalty and providing more options for using and earning points. Qantas had also rolled out app updates for better user experience just before the data glitch occurred, leaving the full extent of the incident and the number of affected customers uncertain.