Release date -03072025
The following is an update on the response to date:
Cyber response
We continue to work with specialist cyber security experts, including to forensically analyse the impacted system.
The investigation to date has reaffirmed:
There has been no further threat activity in the system
The system remains secure
No credit card details, personal financial information or passport details were stored on this system and therefore were not accessed
There is no impact to
Additional security measures have been put in place to further restrict access and strengthen system monitoring and detection. This includes additional security measures for
Customer communications
Next week we will be in a position to update affected customers on the types of their personal data that was contained in the system. This will confirm specific data fields for each individual which will vary from customer to customer.
We have also increased resourcing in our contact centres to support our customers and have received more than 5000 enquiries through our dedicated customer support line established following the cyber incident.
Since Wednesday morning, the airline has communicated directly with its frequent flyers to notify them of the incident and to apologise that this has occurred. Frequent flyers who have not received this email should check their spam or junk folder.
There was separate communication with around 6 million customers who had personal information within the impacted platform.
'We know that data breaches can feel deeply personal and understand the genuine concern this creates for our customers. Right now we're focused on providing the answers and transparency they deserve.
'Our investigation is progressing well with our cybersecurity teams working alongside leading external specialists to determine what information has been accessed.
'We're finalising a process that will enable us to provide affected customers with more information about their personal information that was potentially compromised.
'We are treating this incredibly seriously and have implemented additional security measures to further strengthen our systems. Our customers can be assured that we have the right expertise and resources dedicated to resolving this matter thoroughly and effectively.
'I want to apologise again for the uncertainty this has caused. We're committed to keeping our affected customers informed with regular updates as our investigation progresses.'
Advice to customers
Customers can contact our dedicated support line on 1800 971 541 or +61 2 8028 0534, including access to specialist identity protection advice and resources.
We are aware of reports of scammers impersonating
If customers do receive any suspicious emails, text messages or calls from someone purporting to be
Frequent flyers
Frequent flyers can continue to engage in the program and with partners as normal.
Frequent flyer passwords, PIN numbers and log in details were not accessed or compromised, but customers can update these details at any time.
The information accessed in the incident is not enough to gain access to frequent flyer accounts.
In addition, all frequent flyer accounts by default have multi-factor authentication or two-factor authentication already enabled. This could be a one-time password being sent to the registered mobile number or email, answering security questions or through the Authenticator App.
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