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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, 8:19 am
  #61  
 
Join Date: Oct 2013
Location: LON, MAD
Programs: KE MC Premium, BA Gold, Hilton Diamond, AZ FA+, Melia Gold
Posts: 296
Originally Posted by darthlemsip View Post
If it's not recognising your BA number, click the 'Forgot PIN/Password' link and follow that through to reset your password.

Same thing happened to me and I could get back in after resetting it (having already reset it via that method about 10 minutes previously)
Worked for me!
noubliepas is online now  
Old Mar 27, 15, 8:23 am
  #62  
 
Join Date: Oct 2012
Location: Kansas
Posts: 9
i tried a reset after i was already logged in and that process locked me out. using the "forgot password" link worked to reset and let me in.

all my avois gone.
conman is offline  
Old Mar 27, 15, 8:24 am
  #63  
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Join Date: Apr 2012
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Programs: BA GGL/CCR, GfL, HH Diamond
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Resetting your password is not enough, it will possibly get you access but you need to phone to go through the extra security so your account can be taken out of audit and you can get your avios back.
KARFA is online now  
Old Mar 27, 15, 8:29 am
  #64  
 
Join Date: Dec 2004
Posts: 6,862
To those who lost all their miles, did you change your password the last time there were fraud reports? (Maybe last fall?)
rrgg is offline  
Old Mar 27, 15, 8:30 am
  #65  
 
Join Date: Dec 2013
Programs: BAEC Gold, *A Gold, Alitalia Freccia Alata, 9 stamps on my Caffè Nero card.
Posts: 798
Us peasant silver members are automatically disconnected when calling the silver line!

C'mon BA, this is ridiculous. I can't even book a reward flight now, not even over the phone.
AAtticus is offline  
Old Mar 27, 15, 8:34 am
  #66  
 
Join Date: Apr 2012
Location: not far from MUC
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Originally Posted by rrgg View Post
To those who lost all their miles, did you change your password the last time there were fraud reports?
BA took away my Avios, not some random hacker.
shorthauldad is offline  
Old Mar 27, 15, 8:35 am
  #67  
 
Join Date: May 2012
Location: Glossop
Programs: BAEC
Posts: 321
my account is unrecognised and Avios 0 when I select change pwd.
I need to book flights in the next few days. This needs to be a very short term enhancement.
I imagine lots of us aim to make bookings before the rules change.
FlyerGill is offline  
Old Mar 27, 15, 8:35 am
  #68  
 
Join Date: Mar 2008
Location: GLA
Programs: BD (in memoriam), BA
Posts: 1,357
Originally Posted by KARFA View Post
Also I should have received an email to reset my password already today, but since I hadn't the agent sent me an email with the link to do it.
Really, BA, really? You think a large number of accounts have been compromised by a phishing expedition, so you make said phishing emails seem more legitimate by sending out real unsolicited emails asking for a password reset?
raikje is offline  
Old Mar 27, 15, 8:36 am
  #69  
 
Join Date: Mar 2012
Location: BHX
Programs: BA GGL CCR, Marriott Ti, HH Diamond, Cafe Nero Loyalty Card
Posts: 6,360
Just spoke to the GGL team. Apparently the information she has is that there was a large robotic hack attempt on a large number of Gold, GGL and Prem accounts last night and they've zeroed all affected accounts to prevent unauthorised use of Avios.

She reckons it should all be back to normal by Monday.
Wozza2404 is offline  
Old Mar 27, 15, 8:43 am
  #70  
Original Poster
 
Join Date: Aug 2010
Location: London
Programs: BA Gold
Posts: 142
I see that I'm now not even able to log on. Something catastrophic?
Buzzz is offline  
Old Mar 27, 15, 8:43 am
  #71  
 
Join Date: May 2008
Location: PIS
Programs: BAEC Blue, and anything Amex Plat are dishing out
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Originally Posted by Wozza2404 View Post
Just spoke to the GGL team. Apparently the information she has is that there was a large robotic hack attempt on a large number of Gold, GGL and Prem accounts last night and they've zeroed all affected accounts to prevent unauthorised use of Avios.

She reckons it should all be back to normal by Monday.
In which case this peasant Blue would like her Avios back please BA...
copperfield27 is offline  
Old Mar 27, 15, 8:43 am
  #72  
 
Join Date: May 2012
Location: Glossop
Programs: BAEC
Posts: 321
Mine is a blue account with absolutely no premium links so that isn't quite true.
FlyerGill is offline  
Old Mar 27, 15, 8:45 am
  #73  
 
Join Date: Jan 2012
Location: Bangkok
Programs: BAEC Silver, Marriott Silver Elite
Posts: 127
Originally Posted by FlyerGill View Post
Mine is a blue account with absolutely no premium links so that isn't quite true.
And I'm a lowly silver yet mine have all gone too!!!

I can't believe that there has been no communication from BA over this
kirbster73 is offline  
Old Mar 27, 15, 8:46 am
  #74  
 
Join Date: Jan 2006
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Originally Posted by shorthauldad View Post
BA took away my Avios, not some random hacker.
That's not what the question that you have responded to was getting at.
David-A is offline  
Old Mar 27, 15, 8:47 am
  #75  
 
Join Date: Mar 2012
Programs: BAEC Gold, HH Diamond
Posts: 104
My personal suggestion having wasted nearly an hour on the phone to BA is to make a data protection request for details of attempts to access your account, either something very serious has taken place which I would want to know about or its just a knee jerk reaction to something.

Either way best to know as BA have lots of personal information on us all especially as we all need to update our preferences for aisle or window seats.

http://www.britishairways.com/en-gb/...privacy-policy
NewForester is offline  

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