UPDATE: Qantas insists users’ financial information was not leaked during app tech issue
UPDATE: Qantas has insisted no financial information of its users was shared following an issue with its app on Wednesday morning.
In a fourth statement issued late Wednesday afternoon, Qantas confirmed the issue has been resolved, but conceded that there were two instances were “some customers where some customers were shown the flight and booking details of other frequent flyers”.
“This didn’t include financial information, and no customers were able to transfer or use the Qantas Points of other frequent flyers,” the airline said.
“We have processes in place to make sure that customers were not able to board flights using the boarding pass of another customer and there were no reports of this happening.
“We sincerely apologise to all customers impacted and continue to monitor the Qantas app closely.”
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UPDATE 12.30pm : Qantas says “there is no indication” that Wednesday morning’s app issue is the result of a cyber security incident.
In a third statement released just after midday, the airline apologised to customers and said the issue has been resolved.
“Current investigations indicate that it was caused by a technology issue and may have been related to recent system changes,” the statement reads.
“At this stage, there is no indication of a cyber security incident.
“The issue was isolated to the Qantas app with some frequent flyers able to see the travel information of other customers, including name, upcoming flight details, points balance and status.
“No further personal or financial information was shared and customers would not have been able to transfer or use the Qantas Points of other frequent flyers. We’re not aware of any customers travelling with incorrect boarding passes.”
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Qantas has issued a statement regarding issues customers are experiencing with its app.
On Wednesday morning, reports emerged that users are being able to see other passenger details and boarding passes through the airline’s app on their own devices.
While Qantas is yet to confirm whether these allegations are accurate, it has confirmed that an investigation is underway.
“We’re urgently working to resolve the issue impacting the Qantas app this morning and we sincerely apologise to our customers who have been impacted,” the statement reads.
“We’re investigating whether this issue may have been caused by recent system changes.
“We recommend that customers log out and log in to their Qantas Frequent Flyer account on the Qantas App. Please also be aware of social media scams at this time.
“We’ll continue to provide more information as soon as we can.”
When contacted by Mumbrella for further details, PR for Qantas referred to the above statement.
The news comes just weeks after CEO Vanessa Hudson made her first major PR move since taking the reins of the beleaguered airline, announcing “one of the biggest expansions” to the company’s Frequent Flyer program in its 35-year history.
The launch of Classic Plus Flight Rewards effectively opens up 20 million new flight reward seats; a bid to remove the “ongoing pain points” mentioned by former Loyalty boss Olivia Wirth at a recent investment meeting.
The move was considered a step in the right direction for Qantas as it tries to rebuild its reputation after an Australian Competition and Consumer Commission (ACCC) investigation last year.
The consumer watchdog alleged that Qantas “engaged in false, misleading or deceptive conduct” by advertising tickets for more than 8,000 flights that it had already cancelled. The national carrier was also in hot water for months of delays, cancellations and mishandled baggage over the previous 12-18 month period.
Former CEO, Alan Joyce, stepped away from the role in September, mid-PR crisis. Hudson assumed the role of managing director and group CEO the following day.
More to come.
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