They say lightning doesn’t strike twice—unless you’re Qantas. Australia’s flying kangaroo has found itself in yet another turbulent PR nosedive after a cyber attack exposed sensitive customer data, reigniting fiery calls for an independent aviation ombudsman to hold airlines accountable.
The consumer advocacy group CHOICE wasted no time taxiing down the runway with a response, issuing a pointed reminder that passengers have long been blind to serious complaints in the aviation sector.
“This latest cyber attack on Qantas has left millions of customer records at serious risk of being stolen,” warned CHOICE’s Senior Campaigns and Policy Advisor, Bea Sherwood. “It highlights the urgent need for a strong aviation ombuds scheme to support airline customers and facilitate complaints when incidents like this occur.”
And she’s not wrong. The Qantas baggage carousel of controversy has been spinning nonstop these past few years—flight credits gathering dust, delays stretching longer than the security queues at Sydney Airport, and a Shonky Award in 2022 that landed with a thud.
Despite all this, consumers still lack a clear, accessible path to redress. It’s like being told to lodge a complaint mid-turbulence, with no seatbelt and no one in the cockpit.
“There is currently no equivalent independent body for airline customers to raise concerns,” said Sherwood. “It’s a huge gap in our consumer protection system.”
Australia’s Flying Gap in Consumer Protection
Let’s break this down: if your bank leaks your private info, the Australian Financial Complaints Authority has your back. If your telco mismanages your data, the Telecommunications Industry Ombudsman picks up the call. But if your airline mishandles your sensitive data—or anything else, good luck. You’re on your own, mate.
It’s a glaring omission in an age when airlines, including Qantas, increasingly operate in data-driven environments, storing everything from frequent flyer points to passport scans, travel habits, and payment details.
And while aviation might once have been a domain of pilots and propellers, it’s servers and cybersecurity these days. And when that fails, passengers deserve more than a shrug and an FAQ link.
“With consumer concerns about the use of their data growing, and airline operations becoming more data driven, a robust aviation ombuds scheme is more important than ever,” Sherwood stressed.
Flight Credits, Delays, and Now This
Let’s not forget, this isn’t Qantas’ first public flogging. The 2022 Shonky Award—handed out with glee by CHOICE—wasn’t just for bad coffee or middle seats. It recognised unusable flight credits, endless delays, and customer service that left travellers stranded—literally and figuratively.
Australians are loyal flyers, but patience has its limits. Suppose the national carrier behaves more like a tech company than a transport service. In that case, it needs to be held to modern transparency, security, and accountability standards.
So what’s next? According to CHOICE, they’re eagerly awaiting government action to launch an independent aviation ombudsman that can deal with the full spectrum of airline complaints—from seat reassignments to cyber breaches.
A Message to the Minister: Seatbelt On, It’s Going to Be a Bumpy Ride
It’s a familiar refrain for anyone who’s tried to chase a refund or get answers after an airline mishap: long hold times, corporate runarounds, and precious little recourse. This is the moment if the Albanese government is serious about rebuilding trust in Australia’s aviation sector.
Calls for a national aviation ombudsman aren’t new, but this latest breach has turned the volume up to full throttle.
Backed by thousands of frustrated passengers, CHOICE is calling for a scheme that works—a watchdog with teeth, wings, and a real sense of duty.
Because when a plane hits turbulence, passengers count on the pilot. When a company hits a data breach, passengers deserve more than silence. They deserve protection.
And at 40,000 feet, that’s not just good policy—it’s common sense.
By Susan Ng
