CHOICE is reiterating urgent calls for an airline ombuds scheme after revelations of a widespread data breach at Australia's biggest airline, Qantas.
On Wednesday, Qantas revealed that they had detected "unusual activity" on a platform used by their contact centres earlier in the week, and that initial investigations found data such as customer names, emails, dates of birth and frequent flyer numbers had been compromised.
Qantas says that credit card details and passport details were not held in the system that was breached
The airline says some six million customers had data stored on the service platform in question and that a "significant" amount of customer data had likely been stolen.
Qantas says that credit card details and passport details were not held in the system that was breached.
Time for an ombuds scheme
Bea Sherwood, senior campaigns and policy advisor at CHOICE, says the data hack highlights the urgent need for a strong aviation ombuds scheme to support airline customers and facilitate complaints when events like this occur.
"This is not the first time Qantas customers have had issues with the airline, with CHOICE giving the company a Shonky Award in 2022 for unusable flight credits, delayed flights, and more," she says.
There is currently no equivalent independent body for airline customers to raise concerns – a huge gap in our consumer protection system
CHOICE senior campaigns and policy advisor Bea Sherwood
"Despite ongoing issues with Qantas and other airlines since, customers still don't have an effective means of directing or resolving their complaints. The Australian Financial Complaints Authority and the Telecommunications Industry Ombudsman consider financial and telco complaints, including about data breaches," she says. "There is currently no equivalent independent body for airline customers to raise concerns – a huge gap in our consumer protection system."
"As airlines become more data driven, a robust ombuds scheme to protect consumers is needed more than ever," says Sherwood.
We're on your side
For more than 60 years, we've been making a difference for Australian consumers. In that time, we've never taken ads or sponsorship.
Instead we're funded by members who value expert reviews and independent product testing.
With no self-interest behind our advice, you don't just buy smarter, you get the answers that you need.
You know without hesitation what's safe for you and your family.
And you'll never be alone when something goes wrong or a business treats you unfairly.
Learn more about CHOICE membership today
Stock images: Getty, unless otherwise stated.
