QANTAS Cyber Incident

So IDCare has now got their auto-reply set up. As I said, they no longer answer the phone, and they direct you to fill out the form. Take a few mins to read the tripe they reply with. This is what Qantas thinks is "dealing with customer concerns".

Note also that it 'claims' to be an Aust/NZ company. When I called originally, and got through, it was the UK.

______________

Thank you for contacting IDCARE. I am sorry to hear you have been impacted by the recent Qantas data breach incident.

IDCARE is a not-for-profit charity that works to support members of the community who experience the exposure of personal information and any misuse events, whether they occur online or in the physical world. We have worked on Australia and New Zealand’s largest data breach events and supported tens of thousands of people across our community that have experienced the compromise or exposure of their information.

I know receiving a notification about a data breach event can be unsettling. We have learnt from assisting in over a thousand data breach events that identity theft or the misuse of individual's information is extremely low following a data breach. Generally, impacted individuals don’t experience anything else beyond the disappointment of being notified. We do however, acknowledge that when personal, account or credential information is accessed by anyone outside of the intended recipient it is not an ideal outcome.

Compromised Information

Qantas has advised IDCARE that one or more of the below items may have been compromised as part of this breach:

Full name,
Address
Phone number
Email address
Date of birth
Frequent Flyer Number
Frequent Flyer tier/points/status
Gender

Please defer to your notification for confirmation of what information has been compromised for your individual situation.
Note: Qantas have advised that no credit card details or passport information was compromised as a part of this incident. Frequent Flyer log in details/passwords were also not compromised.

You may wish to visit the Qantas Media Releases page for additional general information. You can also contact the Qantas dedicated support line, on 1800 971 541 or +61 2 8028 0534 if you have further questions or concerns about the incident or information involved. For any account related questions, please call 13 13 13.

How Does IDCARE Measure Risk?
IDCARE measures risk of future identity misuse based on the nature of the credentials compromised. Personal particulars such as name, address, date of birth, phone number and email address are credentials that alone are low risk of direct future misuse. In most cases what is of real value to identity thieves are passports, driver licences, credit card details and banking username and login details.

Retention of Personal Information and Privacy Concerns
Any matters in relation to privacy concerns or the retention of your personal information will need to be raised directly with Qantas, as a first step. If you have further questions or concerns about thereafter, you can seek advice from the Office of the Australian Information Commissioner (OAIC). Their number is: 1300 363 992, alternatively, you may wish to visit their website for more information.

Scam Engagement and Reducing the risk
Please be mindful of the potential for scam contact where compromised information may be referenced in an attempt to falsely verify the engagement. The risk of future misuse via phishing emails and telephone/SMS scams may increase when any personal information has been compromised. This includes, but is not limited to, incoming contact impersonating the breached organisation. Some individuals involved in a data breach report observing an increase in phishing contact. Please be mindful that this may not be a direct correlation to the breach event itself. It is possible that contact information, such as an email address and/or phone number may have been compromised at some stage in another online breach. You may wish to check whether your contact details have been compromised in any other online breaches. If you detect this, we recommend updating any compromised passwords, ensuring these are unique across all important online accounts and consider setting up Multi-Factor Authentication (MFA). For more information about this you can watch our Multi-Factor Authentication Guide video on the IDCARE website.

‍Be cautious of clicking on links in emails or text messages. Do not be pressured to respond, whether it is by email, text message or telephone. Instead, contact the organisation directly using contact details you know to be correct.
Protect your accounts with multifactor authentication, including financial, government, email, and social media accounts.
Use unique and strong passwords.
It is always a good idea to regularly review your account details and security settings. Check that your contact details are correct, and changes have not been made to any linked bank accounts or other services.

If you suspect any communication from IDCARE is not legitimate please confirm with IDCARE using alternative contact channels (see www.idcare.org). Our charity and community services DOES NOT accept payment from individuals for Case Management services.

If you ever need to contact us again, your Client Reference Number with IDCARE is xx_xx_. Please quote this in the subject line if you email at [email protected], or when submitting a Get Help Form.

Thanks again for reaching out to us.

Regards

xx_X

Identity & Cyber Security Case Manager
National Case Management Centre, IDCARE

Australia New Zealand
PO Box 412 PO Box 54
Caloundra, QLD, 4551 Napier, New Zealand, 4110
Individuals: 1800 595 160
Organisations: 1800 595 170 Individuals: 0800 121 068
Organisations: 0800 121 070
www.idcare.org


Disclaimer:

IDCARE is Australia and New Zealand’s national identity and cyber incident community support service. IDCARE is a not-for-profit and registered Australian charity.
The Services provided do not constitute legal advice. IDCARE recommends that you consult your own independent legal counsel in relation to your rights and obligations, including but not limited to your legal rights or obligations under Australian and international privacy and data protection laws.
To the extent the Services are based on information and documents that you have provided, IDCARE has not verified the accuracy of the information and documents and accepts no responsibility for the accuracy of the information and documents.
While every effort has been made to ensure the accuracy of the information in this email, to the maximum extent permitted by law all conditions, terms, representations, and warranties (in each case, whether express or implied) in connection with the provision of these Services which might otherwise be binding upon IDCARE are excluded.
IDCARE’s liability for any loss or damage suffered by any person or organisation (including, without limitation, any direct, indirect or consequential loss or damage) arising out of or in connection with the Services (including without limited liability for any negligent act or omission, or statement, representation or misrepresentation of any offences, employees, agents, contractors or consultants of IDCARE) shall be limited to the fees paid by you to IDCARE in respect of the Services. For the avoidance of doubt, this limitation of liability extends to any liability arising from any actions performed as a result of any recommendations made in the course of providing the Services.

The Services provided by IDCARE are intended to be provided solely to the initial recipient of this document and IDCARE will not be liable to any other person who may receive this document.

Yep total waste of time :)

As I've said many times Qantas should be offering the most impacted customers 12 months free credit monitoring.

But according to a few on here, its OK as your data is already out there....
 
A random, off topic post apropos nothing…😉

In media and communications circles, Friday is known as “take out the trash day”. 🚮

It’s the day PR operatives typically release bad news.

It’s done in the hope of slipping under the radar.

By Friday people are tired and just want to get to the weekend. Journos included. Sometimes fewer will cover the bad news.

And even if they do, News consumption on Friday arvo/evening is generally lower than other times during the week. Maybe fewer people will see it.

Additionally, the news cycle and audience interest typically shifts to sport on Friday evening, especially in the football season.

Crisis management 101.
Exactly my thoughts, Captain. All fired and ready to go Friday morning.
 
Cool, followed protocol and messaging my provider (Optus) of the attempt……. Current stage in the conversation:

Nothing to worry, to avoid this kind of scenario I have a suggestion.….But first, I’d like to know how much data you use on your mobile since this number is on a prepaid plan. The reason why I asked, since you want to keep your number and avoid this kind of scenario. I highly suggest to move your number to Postpaid plan. I can provide you some of our plans that you might want to consider.”

Great help?

Don't both with Optus chat, you will spend hours getting no-where


They will call you in a few days, used to be Australia, but now it's India, but they are pretty good

Make it clear what you want or think you want them to do

I'm not sure they can do much though
 
I did contact IDcare early on. It’s overseas of course. They literally said “there’s nothing to worry about“. when I said "oh it’s a case of don’t worry be happy"? They said yes.



Which again reinforces what I said earlier. They contacted the Low impacts first so the conversation goes oh that’s not as bad as we thought.

where is a class action ambulance-chaser when you need one?
Post automatically merged:


She did come back a few days after the issue broke. Apparently delayed a bit because she had to be in contact all the time at first and of course Qantas doesn’t have Int’l Wi-Fi.
Surely could have flown emirates and entered her skywards number for free wifi 😉
Yep total waste of time :)

As I've said many times Qantas should be offering the most impacted customers 12 months free credit monitoring.

But according to a few on here, its OK as your data is already out there....
If it’s NBD I expect Qantas’ penance to be paying for my personal details to at least be painted on the side of a plane
 
So IDCare called me. Usual blather about this data not being able to hack banks etc etc. Nice guy though - well versed in handling these calls.

Told me they had 30 case managers onto the Qantas job. 190,000 customers each (because Qantas is encouraging everyone affected to use this service - that's how they've staffed it after 10 days) . You've gotta laugh.
 
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Sigh, I’m up to like 7 emails now.

QFF has copped name and email address, with phone added today
QBR has copped address, name, email and phone number

I already get enough spam and scam calls a day, I don’t need anymore.

I’d like to hope for some kind of decent settlement when all is said and done, but I’m sure I’ll be lucky to get a half a KitKat.
 
I'm not sure they can do much though
Neither did I, but I followed the protocol on their website, in case an adverse outcome occurred, and so I could demonstrate I did what was appropriate.
Optus closed with: “And rest assure that they can't just port out your number.” So I guess I have some sort of written assurance to lean on…..
 
I do have to give credit to Qantas for being this transparent and detailed about what data was exposed for me.
If Qantas did in fact tell you what data has been exposed, I believe that would may you the first to report getting such information.

Everyone else appears to only have been told the data fields that were hacked, not the specific details.

Can you please elaborate on the details you were provided and how they were provided because I’m still getting generic information.
 
And tomorrow's email will likely tell me that QF revealed my preferred brand of toilet paper.
If Qantas did in fact tell you what data has been exposed, I believe that would may you the first to report getting such information.

Everyone else appears to only have been told the data fields that were hacked, not the specific details.

Can you please elaborate on the details you were provided and how they were provided because I’m still getting generic information.
My emails are very specific about " your details". just got another (#3) adding my phone number to the list of personal data accessed. All that's left is my toilet paper preference (and pin).
 
Sigh, I’m up to like 7 emails now.

QFF has copped name and email address, with phone added today
QBR has copped address, name, email and phone number

I already get enough spam and scam calls a day, I don’t need anymore.

I’d like to hope for some kind of decent settlement when all is said and done, but I’m sure I’ll be lucky to get a half a KitKat.
I am still waiting for the details about what has been hacked
 
Cool, followed protocol and messaging my provider (Optus) of the attempt……. Current stage in the conversation:

Nothing to worry, to avoid this kind of scenario I have a suggestion.….But first, I’d like to know how much data you use on your mobile since this number is on a prepaid plan. The reason why I asked, since you want to keep your number and avoid this kind of scenario. I highly suggest to move your number to Postpaid plan. I can provide you some of our plans that you might want to consider.”

Great help?
Theoretically yes - porting a prepaid number requires your DOB, whereas prepaid requires your account number.

But that's why you get a SMS code now, to confirm you are actually in possession of the number to port - details alone aren't enough to port a number.
 
Beginning to feel a little left out of the party now. Still waiting on email #3 to advise what details were leaked...

Nothing to worry, to avoid this kind of scenario I have a suggestion.….But first, I’d like to know how much data you use on your mobile since this number is on a prepaid plan. The reason why I asked, since you want to keep your number and avoid this kind of scenario. I highly suggest to move your number to Postpaid plan. I can provide you some of our plans that you might want to consider.”
Just...

Jon Stewart Hearing GIF
 
The email from Qantas yesterday included this information:

....and we can confirm that the following types of your data held on the compromised system was accessed:
Name
Email address
Qantas Frequent Flyer number
Tier
Points balance
Status credits
DOB
Phone no
:(
 
I know we should be blaming the current board, but don't forget it was the previous board that allowed this to happen. I am angry these directors get paid excessively for this mismanagement.
 
I haven't received the initial emails from Qantas regarding this issue but did get one today advising:

Our analysis has found that the following types of your data held on the compromised system was accessed:
Address
Name
Email address
Qantas Frequent Flyer number
Tier
Points balance
Status Credits
Date of birth
Phone number

Still, it's nice to know that Vanessa (that's how it's signed) takes it seriously and "sincerely apologises".
 
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