Qantas investigates crude email gaffe

A sexually explicit slur has prompted a Qantas investigation after a Sydney woman's account was possibly hacked.

Katy Smith* told ninemsn her Qantas account details had been changed by a person unknown to slut@mole.org

"I couldn't believe it," Ms Smith said. "I was horrified."

Ms Smith said the slur had occurred after she made a complaint about poor customer service in May, 2013.

"I don't normally complain about things, but I was really angry about the way I was spoken to by the service operator," Ms Smith said.

In her original email provided to ninemsn, Ms Smith wrote: "Your representative made me feel like an inconvenience and I left the call very upset. [Name withheld] cut me off numerous times, became increasingly agitated with me and my queries and at no point did he offer me a form of confirmation or solution to ease my mind."

Ms Smith said Qantas called her back to apologise.

"They were very sorry," said Ms Smith. "They had listened to the call and were going to get him training."

On the 9th of July Ms Smith says she logged back onto her account to find her details had been changed to: slut@mole.org "I couldn't believe it," Ms Smith said. "I was horrified."

Ms Smith took a screenshot of her page and again contacted Qantas to alert them to the crude change.

"My concerns are surrounding my security, and this person's ability (whoever he is) to manipulate my personal details," wrote Ms Smith.

"I do not know the capacity he is able to change these details, but with something as sensitive as flying, and airport security, you can understand my distress."

Ms Smith said that Qantas again contacted her and asked whether or not she had revealed her online pin number to anyone.

"They suggested that it was probably my fault," said Ms Smith.

"That one of my friends had obtained my pin number and changed it.

"I told them: 'don't you think it’s a bit of a coincidence that I call and complain about your service operator, who has access to my details, and then the next time I log on this happens?', but they didn't accept any responsibility."

After hanging up, Ms Smith said a second Qantas employee rang her to assure her that they would be investigating the incident.

However, more than a year later, Ms Smith says that "nothing has been done".

"I emailed them again asking for somebody to get back to me and they never did," said Ms Smith.

"I want to be able to use the rest of my frequent flier points but now I'm scared.

"I'm worried that if my personal account can be hacked in this manner, what will stop any restrictions or flags being maliciously put on my account in the future?"

Qantas has told ninemsn that a preliminary investigation has indicated that the breach occurred in Sydney however no Qantas call-centres are located there.

The identity of the hacker remains unknown.

*Name changed to protect privacy

Author: Natasha Lee, Approving editor: Simon Black