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27 Mar: Large numbers of BAEC accounts being Locked/Zeroed Out/in Audit ('Ex-gratia')

27 Mar: Large numbers of BAEC accounts being Locked/Zeroed Out/in Audit ('Ex-gratia')

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Old Mar 30, 15, 4:20 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
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It's here to summarise what we know so far. It will save you the trouble of skim-reading the whole thread and should only take a minute to read. Thanks!

The very short version is:
If all your BA Avios have vanished, don't panic. They have probably been temporarily frozen by BA, not stolen by hackers.


British Airways have issued an FAQ on the issue:
http://www.britishairways.com/travel...s?p_faqid=5249

Starting on 27 March 2015, a very large number of people have found that their Avios balance has been reset to zero. Their list of transactions shows an "Ex-Gratia" deduction of their entire previous balance. Other people are also reporting they are unable to access their accounts at all, with their BAEC number not being recognised.

As of 17 hrs BST 30 March 2015, some members of FT have seen their Avios returned, as an equal Ex-Gratia credit to their account.

BAEC call centre staff do not seem to have received a thorough briefing and are giving at times contradictory information. However, an email has gone out to some, not all, BAEC members affected by this issue, with the subject "Executive Club Password Change", details here in post 181. At present there is no definitive information about the exact cause, but it's clear that BA believes there has been a serious security breach (or that there was a serious risk of such a breach).

Can I fix it myself?
Not at this stage. Early posts described a two part process but that no longer works, perhaps because there were too many cases. It will be necessary to reset your password if you are affected. After that you can login to your account, but at the moment those affected will still see zero Avios. Tier Points are unaffected by this incident.

Do I need to reset my password?
If you can't get into BA.com then yes. There seems to be two ways to do this:
1) If you received the email in post 181 above, follow the link to generate a new password. Note that you should double check that this is the precise same email shown in the link. There is a facility to view this email in a browser, top right, this is hosted by ed4.net
2) On the front page of BA.com -- when not logged in -- there is a "Forgotten PIN/Password" option. This should send an email to your registered account and from there you can reset your password.
There are, however, many reports of option 2 not working, although it is working for some BAEC members on some occasions. As always, check your spam box. If you can't get it to work, you can telephone the call centre (service centre) and after asking additional questions to verify identity, they can generate the email too.

I haven't received the email but I have been locked out / zero'd, what should I do?
Try to reset your password as above, and you could ring BA to find out if you need to take additional action. However the chances are that at the moment you will need to wait at least a few days until the situation becomes clearer.

I haven't been blocked, do I need to do anything?
No. But if you are worried you can reset your password inside BAEC, just go to My Executive Club / Manage My Account / Update My Personal Information / Login Details. However with so many BAEC members inhibited in making bookings at the moment, now may be a good time to take advantage of unclaimed availability.

Have other Avios partners been hit by this?
Yes, Iberia have been, Avios.com apparently not.

How do I look for or book redemptions?
If you have been zero'd then the Book with Avios or Money tab on the left side of My Executive Club may be blocked. However, you can at least check availability via Executive Club / Reward Flights / Book a Reward Flight. BAEC call centre staff are able to book redemptions for you. Remember to check that any booking fee is waived (hopefully they will do this without prompting). In other cases call centre staff have offered to put a redemption booking on "hold" pending the resolution of this issue. Alternatively if you have an Avios.com account with Avios already available there, then this maybe another way of handling this matter.

Statement of March 28 by AwardWallet.com : https://awardwallet.com/forum/viewto...44609dc1a1ae7b
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Old Mar 27, 15, 7:12 am
  #16  
 
Join Date: Mar 2008
Location: GLA
Programs: BD (in memoriam), BA
Posts: 1,359
Perhaps Team A have noticed a suspicious increase in redemptions, without realising that Team B have put all the redemption rates up, causing something of a spike in spending before the end of April...

I hope everyone gets their Avios back quickly, for the record mine are (at the moment) still intact so at least they're not auditing the entire system!
raikje is offline  
Old Mar 27, 15, 7:13 am
  #17  
 
Join Date: Jun 2008
Location: GLA
Programs: BA Silver
Posts: 2,000
Touchwood, mine are ok.

Sounds like there has either been a pretty major security breach somewhere, or BA is keen to limit pre 28/4 redemptions...
Scots_Al is offline  
Old Mar 27, 15, 7:13 am
  #18  
 
Join Date: Sep 2012
Location: Hong Kong
Programs: BA Gold, DL PM, , Hilton Diamond (from being in a bed), SPG Plat, MR Plat
Posts: 918
Mine all gone!
ESFLYER95 is offline  
Old Mar 27, 15, 7:13 am
  #19  
 
Join Date: Oct 2013
Programs: BA Gold
Posts: 106
Mine are gone too!
JMS87 is offline  
Old Mar 27, 15, 7:14 am
  #20  
 
Join Date: Feb 2005
Location: Moscow / Aylesbury / Leeds
Programs: BA-GGL, SU-G Agean, G,, Hhonours D, Starwood G, IHG G,
Posts: 1,530
Mine too!
Just gonna jump on the phone
Behindthecurtain is offline  
Old Mar 27, 15, 7:17 am
  #21  
Suspended
 
Join Date: Nov 2011
Posts: 536
My Avios are gone too. After all the recent 'enhancements' to BA I'm not sure if I want them back again.
simonrp84 is offline  
Old Mar 27, 15, 7:17 am
  #22  
Ziz
 
Join Date: Feb 2008
Location: Oxford
Programs: BA Gold, Aeroplan pleb, Skyteam Elite Plus
Posts: 1,124
My pathetic 81,000 are all still there.
Ziz is offline  
Old Mar 27, 15, 7:18 am
  #23  
 
Join Date: Feb 2005
Location: Moscow / Aylesbury / Leeds
Programs: BA-GGL, SU-G Agean, G,, Hhonours D, Starwood G, IHG G,
Posts: 1,530
Exec club gold line is BUSY!!!!
Behindthecurtain is offline  
Old Mar 27, 15, 7:18 am
  #24  
 
Join Date: Dec 2009
Location: Arizona
Programs: BA (GGL), AA (statusless), HH (Diamond);
Posts: 2,817
Mine too... As if I want to waste time calling BA about this.
dylanks is offline  
Old Mar 27, 15, 7:20 am
  #25  
 
Join Date: Oct 2013
Location: LON, MAD
Programs: KE MC Premium, BA Gold, Hilton Diamond, AZ FA+, Melia Gold
Posts: 300
All 5,000 of mine are gone too, including 1000 earned yesterday... a bit busy to get on the phone to them anytime soon, any ideas how long they take to be reinstated without a call?
noubliepas is offline  
Old Mar 27, 15, 7:20 am
  #26  
 
Join Date: Apr 2012
Location: not far from MUC
Posts: 6,301
I think I know why they assumed my account was compromised.

I redeemed in CE last week, AMS-LHR
shorthauldad is offline  
Old Mar 27, 15, 7:25 am
  #27  
 
Join Date: Dec 2007
Location: Montreal and Dublin
Programs: AA Platinum
Posts: 2,677
Seems a bit backwards. Shouldn't they do their investigation first and remove the miles only if they find something? This is kind of like being told you need to be put in jail while they determine if maybe you did something.
zkzkz is offline  
Old Mar 27, 15, 7:25 am
  #28  
 
Join Date: Oct 2013
Programs: BA Gold
Posts: 106
Got through after 4 minutes on hold. Told it was because of a phishing scam where people were asked to change their password. I didn't receive one so no idea why they put my account in audit.

"Sent to back office" to be reinstated. I can phone up if I want to make a redemption in the mean time.
JMS87 is offline  
Old Mar 27, 15, 7:28 am
  #29  
 
Join Date: Jul 2013
Posts: 760
Well the Service Centre is in meltdown. Agent profusely apologised, saying they are trying to increase security and e Mails should have been sent out, but they haven't.
Quick security questions answered and it will be erected but he has no idea on how long it will take for the Avios to be re credited.
Oh dear, another enhancement
Flier74 is offline  
Old Mar 27, 15, 7:28 am
  #30  
FlyerTalk Evangelist
 
Join Date: Aug 2002
Location: London
Programs: Mucci. Nothing else matters.
Posts: 36,705
Originally Posted by zkzkz View Post
Seems a bit backwards. Shouldn't they do their investigation first and remove the miles only if they find something?
If you read the other threads, what BA appears to be concerned about is someone breaking into your account and stealing your Avios. Temporarily removing them from your account protects both you and BA.
Globaliser is offline  

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