Sydney | October 31, 2025 — Australia’s flagship carrier, Qantas Airways, has announced the departure of its Chief Customer and Digital Officer, Catriona Larritt, signaling the first significant leadership change under CEO Vanessa Hudson’s tenure. The move comes at a delicate moment for the airline, which continues to grapple with the fallout of a cyberattack that exposed personal data of 5.7 million customers earlier this year.
A Leadership Exit and Internal Reshuffle
In an internal memo shared with staff, CEO Vanessa Hudson said Larritt would leave the airline at the end of the year to “pursue external opportunities.” The veteran executive, who has served more than a decade with the Qantas Group in various roles, was elevated to the top digital and customer experience position during Hudson’s early leadership overhaul following the departure of long-time CEO Alan Joyce.
Hudson praised Larritt’s “significant contribution to the group,” adding that her departure provided “an opportunity to reallocate areas under the customer and technology portfolios to ensure we are set up for success.”
Effective immediately, corporate affairs head Danielle Keighery will assume oversight of brand and marketing, including teams led by Chief Marketing Officer Petra Perry. Hudson said the integration would “accelerate progress in rebuilding the brand and capitalizing on opportunities such as Project Sunrise,” the airline’s flagship ultra-long-haul initiative connecting Sydney directly with London and New York.
Meanwhile, Chief Risk Officer Andrew Monaghan will take over responsibility for cybersecurity, bringing the function under risk governance “to further strengthen oversight in this critical area.”
Departure Amid a Data Crisis
The timing of Larritt’s departure comes as Qantas faces one of its most serious cybersecurity breaches in decades. Earlier this year, hackers gained access to a database linked to the airline’s Manila call center, stealing the personal information of 5.7 million customers, including names, addresses, phone numbers, and frequent flyer details.
The stolen data was leaked to the dark web this month after Qantas refused to pay ransom demands. In response, the company secured a permanent injunction preventing third parties, including media outlets, from publishing or distributing the stolen data.
The breach prompted the airline’s board to slash executive short-term bonuses by 15 percent, totaling approximately ₹6.5 crore ($800,000). The cut, insiders say, was meant to send a strong signal of accountability amid mounting public anger over Qantas’s handling of data security and customer relations.
Hudson has framed the reshuffle as part of a broader move toward “digital trust and operational resilience,” emphasizing that the airline must “rebuild both inside and outside the organization.”
Brand Under Pressure
Larritt’s departure also underscores the continuing turbulence within Qantas’s leadership ranks following a series of reputational setbacks that began under Joyce’s tenure. In the past 18 months, the airline has battled customer dissatisfaction over refunds, operational reliability, and staff morale — issues compounded by the data breach.
Brand experts say that while Hudson’s leadership has been marked by pragmatic reforms and a focus on transparency, the airline’s recovery remains fragile.
“Qantas is trying to re-establish credibility with customers who feel let down,” said Melbourne-based aviation analyst Claire Reynolds. “The departure of a senior customer experience executive at this juncture highlights how deep the restructuring runs.”
Despite the challenges, Qantas continues to expand strategically. The carrier has doubled down on Project Sunrise, an ambitious effort to launch the world’s longest commercial flights using new-generation Airbus A350-1000s, expected to begin service in 2026.
A Test of Stability for Hudson’s Leadership
Since taking charge in 2024, Vanessa Hudson has faced the dual challenge of modernizing the airline while navigating public scrutiny over corporate ethics, customer satisfaction, and data protection.
The reshuffle — her most decisive personnel move yet — reflects a push to align the airline’s leadership structure with its post-crisis priorities. “This change is not about departures but about building a structure that ensures long-term success,” Hudson said in her memo.
Catriona Larritt, who also serves on the boards of Essendon Football Club and Australian Athletics, has not commented publicly on her next steps.
For Hudson, the challenge now is clear: to prove that Australia’s most iconic airline can regain its footing in an era where safety and trust — both in the skies and in cyberspace — define its future.
