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BA Investigating Theft of Personal and Financial Data

BA Investigating Theft of Personal and Financial Data

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Old Nov 24, 18, 3:49 am   -   Wikipost
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On Thursday 6 September 2018 at about 1830 London time (UTC+1), BA announced that there had been a data breach involving customers using the BA website and the BA mobile app.

Updates from BA are being posted to this ba.com page: https://www.britishairways.com/en-gb...st-information
A further update dated 25 October 2018 can be found in this post 1377. The SPG Law class action thread can be found here.

As at 1400 London time on Tuesday 11 September 2018, the body of that page read:-
Customer data theft

We are investigating, as a matter of urgency, the theft of customer data between 22:58 BST August 21 2018 until 21:45 BST September 5 2018 from our website, ba.com, and our mobile app.

The stolen data included personal and financial details of customers making bookings and changes on ba.com and the airline’s app. The data did not include travel or passport details.

The theft has been reported to the authorities and our website is now working normally.

What to do if you have been affected

If you believe you may have been affected because you made a booking or paid to change to your booking with a credit or debit card on ba.com or the mobile app between 22:58 BST August 21 2018 until 21:45 BST September 5 2018, we recommend you contact your bank or credit card provider and follow their advice.

We understand that this incident will cause concern and inconvenience. We are contacting all affected customers to say sorry, and we will continue to update them in the coming days.

Phishing

Customers should also be aware that fraudsters may be claiming to be British Airways and attempt to gather personal information by deception (known as 'phishing').

We will not be contacting any customers asking for payment card details and any such requests should be reported to the police and relevant authorities.

See below for more information on how to validate that the email you have received from us is genuine.
That is followed by a series of FAQs. These are reproduced at the end of this wikipost.

If you are experiencing difficulties in changing your BA password or want further information about doing so, some information is in this thread: https://www.flyertalk.com/forum/brit...rd-ba-com.html (which also has a wikipost).

Reports from FTers suggest that credit card companies and banks are taking differing approaches to this incident:-
  • American Express - A recorded message says they are aware of the breach, there is no need to take any further action and if you suffer any financial loss you will be fully compensated; an email says: "There is no action you need to take – we will contact you immediately if there's any unusual activity with your Account. In the meantime you can continue to use your Card as normal" (see post 293, post 401, post 470 and post 491).
  • Barclaycard - They just assured me I was fully protected, and I didn't need to do anything yet (see post 253); however at 18.20 on 7/9/18 the customer service helpline automated message says that affected cards are being reissued (see post 511).
  • Barclays Bank - They have contacted people they believe to have been affected, and have blocked their cards from online use (website/app), but the cards remain valid for physical (chip & PIN) transactions in shops, ATMs etc. New cards being dispatched "within a week" (see post 918).
  • Capital One - online transactions being blocked, new cards being issued (see post 493).
  • Chase (British Airways visa) - no contact from Chase about data breach and card still working
  • HSBC Premier Mastercard - Offering customers the option to freeze the card or replace it with a new card (see post 274).
  • Lloyds - Said "wait and see", but did give the option to cancel the card and have it reissued (see post 403).
  • Lloyds Mastercard - Based on the information they have, fraudulent use of my card is unlikely, just keep an eye on online banking and report anything suspicious (see post 370).
  • Monzo - Automatically replacing all cards (see post 371).
  • Natwest- Of the opinion that as there had been no fraudulent activity on my account to just keep an eye on things, and to call immediately if any suspicious transactions appear and fraud team would refund (post 315).
  • Sainsburys Bank - seem to be replacing all cards proactively (see post 968)
  • Starling - Automatically replacing cards (see post 460).
  • Tesco Bank - Pro-actively sending a new card as per details in this post (post 484)
  • TSB - Call the Telephone Banking Team on 03459 758758 to discuss further (see post 437).
  • Vanquis - online transactions being blocked, new cards being issued (see post 493).
FAQs (as at 1400 London time on Tuesday 11 September 2018):-
Have I been affected?

How do I know if I have been affected?

Customers who made bookings or changes to their bookings on ba.com or our mobile app between 22:58 BST August 21, 2018 and 21:45 BST September 5, 2018 may have been affected.

We advise any customers who believe they may have been affected to contact their banks or credit card providers and follow their advice.

We are experiencing high call volumes into our contact centres so please continue to check this page for the latest information.

Contact us

What data has been lost?

The personal and financial details of customers making bookings on ba.com and our mobile app between 22:58 BST August 21, 2018 and 21:45 BST September 5, 2018 was compromised. No passport or travel details were stolen. Only customers who made bookings between these dates are affected.

Names, billing address, email address and all bank card details were all at risk.

Did this affect just new bookings or any payment transaction made within the impacted time period?

All payment transactions made on ba.com or our mobile app from 22:58 BST August 21 2018 to 21:45 September 5 2018 inclusive were affected. Nothing before or after these dates and times was impacted. Payments made through our call centres, travel agents or online travel sites are not affected.

Are my saved payment card details safe if they were used to make a booking in that period?

If you made a payment using a saved card on ba.com or the mobile app from 22:58 BST August 21, 2018 to 21:45 September 5, 2018 inclusive, you may have been impacted.

No Executive Club accounts were compromised in the data theft. There is no impact to Avios or details stored with the British Airways Executive Club.

Has saved credit card data been stolen, even if a booking hasn’t been made in that period?

No, saved payment card data has not been compromised. However, if you made a payment using a saved card on ba.com or the mobile app from 22:58 BST August 21, 2018 to 21:45 September 5, 2018 inclusive, you may have been impacted.

How were phone numbers not affected?

Phone number information is collected in a separate part of the booking process and is not used as part of the payment transaction therefore this has not been impacted.

I used PayPal to pay for my ba.com transaction. Is this impacted?

If you booked through PayPal, your PayPal account will not have been compromised. There does remain the risk that some of your personal information such as your name and address may have been accessed. No passport details or travel details were compromised.

Is Apple Pay affected?

If you used Apple Pay via the mobile app then your data will not have been compromised.

I had a failed payment attempt during the affected time period – am I affected?

If you clicked the pay button on ba.com then the transaction would have taken place even if the outcome was unsuccessful and the data would have been compromised.

We advise any concerned customers to contact their banks or credit card providers and follow their advice.

Will I be affected if I made a free change to my booking but my payment card details were saved in the reservation?

If you made a free change to your booking via ba.com and did not use your payment card as part of that transaction, then you will not have been impacted.

Are travel agent bookings affected?

Only bookings or changes to bookings made directly with ba.com or the mobile app between 22:58 BST August 21, 2018 and 21:45 BST September 5, 2018 were affected.

If a change was made to a travel agent booking on ba.com and payment made for an additional product, such as seat reservations or excess baggage, then these would be affected.

Does this affect Executive Club accounts in any way? i.e. missing Avios/ Tier Points

No accounts were compromised in the data theft. There is no impact to Avios or details stored with the British Airways Executive Club.

I received an email about the data theft, however I only cancelled a booking during this time – will I be affected?

If you cancelled and refunded your booking between 22:58 BST August 21, 2018 and 21:45 September 5, 2018, you will not have been impacted.

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What should I do if I think I am affected?

Should I call my bank or cancel my credit cards?

We recommend that all customers who made bookings or changes to their bookings with ba.com or the mobile app, between 22:58 BST August 21, 2018 and 21:45 BST September 5, 2018, contact their banks or credit card providers and follow their advice.

I think my card was compromised when I made a booking on ba.com outside of the time period – what should I do?

The data theft relates to customer bookings made or changed between 22:58 BST August 21, 2018 and 21:45 September 5, 2018 only.

We advise any concerned customers to contact their banks or credit card providers and follow their advice.

How would I know if I have been a victim of identity theft?

There are a number of signs to look out for that may indicate that you might have been a victim of identity theft:-
  • Post from your bank or utility provider doesn’t arrive.
  • You apply for state benefits, but are told you are already claiming.
  • Refused financial services, credit cards or a loan, despite having a good credit rating.
  • Receiving letters in your name from solicitors or debt collectors for debts that aren’t yours.
If you think that you might be a victim of identity theft, then you should:
  • Request a copy of your credit file to check for any suspicious credit applications.
  • Report the theft of personal information and suspicious credit applications to the police and ask for a crime reference number.
  • If fraud has been committed, contact Action Fraud.
I have had some suspicious emails or phone calls – are they legitimate?

If you are concerned about an email, we recommend that you don't click on any links, open any documents or reply to it until you have looked into it further.

Official emails relating to this theft will be sent from: [email protected] You should hover over the sent email address to confirm this is where the email has been sent from before clicking on it.

British Airways will never proactively contact you to request your personal or confidential information. If you ever receive an email or call, claiming to be from us, requesting this information, please report it to us straight away.

We've put the details of the scams we're aware of on our ba.com website security page. There's also security essentials information to help you, along with details of how to report any new scams to us (or other emails/calls that have concerned you).

Will I be reimbursed?

We take the protection of our customers’ data seriously and are very sorry for the concern that this criminal activity has caused.

We will continue to keep our customers updated with the very latest information.

No customer will be out of pocket as a direct result of the criminal theft of data from ba.com and the airline’s mobile app. Any customer who made a booking between 22:58 BST August 21 2018 and 21:45 BST September 5 2018 will be reimbursed for any fraudulent activity on their accounts as a direct result of the data theft and we shall advise the process for this in due course.

We will be offering a 12-month credit rating monitoring service to any affected customer who is concerned about an impact to their credit rating, provided by specialists in the field and will share details of this in the near future.

Will BA pay for costs associated with getting new cards, e.g. postage costs?

No customer will be out of pocket as a direct result of the criminal theft of data from ba.com and the airline’s mobile app. We are working through the process and will update our customers as soon as we can.

How do I reset my ba.com password?

ba.com and Executive Club accounts have not been compromised and your login details are safe.

However, if you’d like to change your password, first ensure you are logged out of ba.com and click the Forgotten Pin/Password link on the top right-hand corner of the homepage. We recommend you choose a unique password that you do not use for any other online account.

We are aware of some customers experiencing intermittent issues when attempting to reset their passwords. We are working on resolving this as quickly as possible.

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How does this affect my bookings?

What shall I do if I am due to travel today?

The incident has been resolved and all systems are working normally so customers due to travel can check-in online as normal.

Will I still be able to check in?

Yes, all customers booked on our flights will be able to check in as normal.

Will this affect any future bookings?

The incident has been resolved and ba.com is working normally so future bookings will not be affected.

Will bookings made over the period of this incident remain confirmed?

Yes, all bookings made remain valid for travel.

If I cancelled the card my booking was made with what do I need to bring to the airport?

The payment card that was used to pay for the booking should be brought to the airport if you are the owner of the card and are travelling. However, if the payment card has expired since the booking was made and you have a new card, or you don't have the original card used for payment, please print out a copy of your flight itinerary from Manage my Booking.

I have now cancelled my credit card, but I had used that card to make a future flight booking, so how will I be able to access that booking?
You do not need to enter your payment card details when retrieving an existing booking via Manage My Booking on ba.com, so access to future booking is not restricted due to the cancellation of the payment card.
As of Wednesday 12th September, affected customers are being emailed with the following additional information

We deeply apologise for any worry and inconvenience this criminal activity has caused. For your reassurance, we’re offering you 12 months of free credit and identity monitoring services, provided by Experian, one of the UK’s leading Credit Reference agencies.

Your free ProtectMyID membership
To help you to monitor your personal information for certain signs of potential identity theft, we are offering you a free 12 month membership to Experian ProtectMyID. This service helps detect possible misuse of your personal data and provides you with identity monitoring support, focussed on the identification and resolution of identity theft.

Activating your free ProtectMyID membership
1. Ensure that you sign up for the service by 12 December 2018. Your code expires after this date.
2. Visit the ProtectMyID website to get started.
3. Click on ‘Join ProtectMyID’ (top right-hand side).
4. Enter your details along with the following activation code: XXXXXXXX
This code is unique to you and only available in this email – please keep this email for reference.

Once your membership is activated, you’ll have access to the following features:
1. Unlimited access to your Experian Credit Report.
2. Credit Alerting – an email or text to let you know when certain changes happen on your Experian Credit Report, such as the addition of a new credit search.
3. Access to an Identity Theft Resolution service if you do become a victim of fraud, where you’ll have a dedicated case worker who will support you in resolving fraud that has occurred.
4. If you are at higher risk of fraud, Experian can add protective Cifas registration to your credit report which can help prevent credit being taken in your name. The Cifas Protective Registration service places a flag alongside your name and personal details in the National Fraud Database. Companies and organisations who are signed up as members of the database will see you’re at risk and take extra steps to protect you.

If you have any questions regarding this service, then please contact Experian’s Customer Support Centre on 03444 818182*. They are open Monday to Friday, 8am to 8pm and Saturday, 9am to 5pm.
Note that the email from BA gives you a personal "Activation Code". However, when you get to the signup forms for ProtectMyID, you put the code into the second page of the sign up form in the "Promotional Code" field.
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Old Oct 26, 18, 4:47 pm
  #1501  
 
Join Date: Sep 2018
Location: Somewhere in the Air
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Old Oct 26, 18, 11:17 pm
  #1502  
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Originally Posted by Tiger_lily View Post
I know I keep saying but please do log a complaint on the ICO’s website and enclose copies of the email responses from BA.
is it ok to throw in a pack in the wiki re emailing ICO? I'm trying to read between the lines of the ICOs website...
telling them i think BA is not doing their best with my personal and card details?
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Old Oct 27, 18, 1:30 am
  #1503  
 
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Originally Posted by kaka View Post
is it ok to throw in a pack in the wiki re emailing ICO? I'm trying to read between the lines of the ICOs website...
telling them i think BA is not doing their best with my personal and card details?
The ICO will expect you to have contacted the Data Protection Officer of the organisation that you have a complaint with and reached a point where your complaint has not been satisfied with before you raise it with the ICO.
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Old Oct 27, 18, 2:35 am
  #1504  
 
Join Date: May 2006
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Originally Posted by plunet View Post
The ICO will expect you to have contacted the Data Protection Officer of the organisation that you have a complaint with and reached a point where your complaint has not been satisfied with before you raise it with the ICO.
my contact to the DPO basically was answered by a cut a paste response from customer services that did not address my request to the DPO. The response from customer services was basically to send the details of the public emails they have sent.

I get the impression BA are trying to hide behind the line it wasn’t us and hope this all goes away... I am going to pursue with the ICO

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Old Oct 27, 18, 2:45 am
  #1505  
 
Join Date: May 2015
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Originally Posted by bubbah View Post
Today I had an email from BA informing me that I may have been affected by the data theft if I made a reward booking between 21st April and 28th July which I did and to contact my card provider for advice. I did and they said to keep an eye on transactions on my account!

Same here, I only received an e-mail two days ago titled "Update on Theft of Customer Data " adressed to "Dear customer" mentioning that I would be affected when I made an AVIOS-booking during the given period (I had multiple reward-bookings) and then the nature and extend of the data theft. And finally an advice of three actions to take etc. I didn’t receive any message from AMEX.

I already had my AMEX card replaced due to the september news and changed my e-mail and BAEC passwords twice so there isn’t much else to do I suppose
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Old Oct 27, 18, 2:59 am
  #1506  
 
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Originally Posted by DrBernardo View Post
So I'm confused now. Why are they sending out different emails for this second breach. I got one of the ones that's been pasted by other posters, with the dodgy photo of the wing, but which - unlike some other posters - doesn't include the offer of the Experian membership. So what gives - have they identified different levels of likely risk and exposure here, or can they just not copy and paste properly?
Actually, more interestingly, I just realised they sent this email to an address that I ONLY use for OnBusiness redemptions. So maybe that's why it's different...
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Old Oct 27, 18, 6:32 am
  #1507  
 
Join Date: Sep 2013
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Posts: 4,815

Data breaches and security lapses are of course neither new nor unique to British Airways. In the real world, we all make mistakes (and with a hugely varying degree of ramifications !)


But my fundamental concern with BA is that the airline’s executive management seem incapable of being wholly transparent with their customers ; and the very subject header used in the latest wave of emails sent out is itself, I feel, disingenuous. Over at HfP, Rob describes the choice of words - ‘Update on Theft of Customer Data’ - as “hugely misleading in my opinion and may lead to the email being deleted unread”. (the HfP report has now received 240 reader comments in the space of just a couple of days).

It is difficult to feel reassured by the manner in which BA handle these issues post-announcement, and the general tone of of promises made by the CEO right at the beginning of the year certainly has a distinctly hollow in the wake of ongoing failures ; not least the sort of confident assertions reported here back in January, in a piece by Travel Weekly :

“There were a few days last year that were bad so it had an impact on our reputation,” the BA chairman and chief executive told the Mail on Sunday. “This year, I think, is the year we sort ourselves out.”
He has invested in new data centres which he said will avoid repeats of the IT meltdown last year.

“That wasn’t a computer problem, it was a power problem,” he insisted. “We are much more resilient around power, systems and data now”

Believe that ...... and you’ll believe anything .....





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Old Oct 27, 18, 2:04 pm
  #1508  
 
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So I put a Data Subject Access Request into BA on the 16th September, asking for not only all data that BA hold on me, but to highlight specifically which data was lost. SAR request was acknowledged and I have a reference number. But no further response. If they had comminicated with me at all I might give them some leeway - although the law is clear that they only have one month to respond. I've sent them a chaser and giving them until 31st October to sort their life out or the complaint goes into the ICO.
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Old Oct 28, 18, 5:53 am
  #1509  
 
Join Date: Jan 2011
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Others got to the screen where they entered an activation code for the Experien ProtectMyID service and it didn't work. I didn't even get that far: the BA email's link is to the US site and it won't even accept a valid UK phone number (required field), presumably because Experien's requirements for the form didn't take account of the rest of the world. Anyone else hit that?
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Old Oct 28, 18, 12:29 pm
  #1510  
 
Join Date: Dec 2004
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I'm puzzled why some of us in the second batch got a code and others didn't, even though the email indicated we would.

BA being incompetent like usual.
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Old Oct 29, 18, 3:48 am
  #1511  
 
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Originally Posted by TangoFive View Post
BA have not yet replied to my complaint regarding the above. It's been 3 weeks so far.

I made my bank aware of the issue, and they refunded the original Iberia flight cost which was £150 for the flights I could not use. I'm not sure if that voids my complaint now, however £150 is better than nothing I guess.
BA replied to my complaint today, 1 month after I filed it, with a copy and paste response that they send to everyone who complains regarding the data theft. Ridiculous.

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Dear Mr XYZ,

Thanks for getting in touch about the recent data theft. Please accept my apologies for the delay in responding to you and for any inconvenience or concern this may have caused you.

Our investigations to date confirm the theft occurred from 22:58 (BST) on 21 August 2018 until 21:45 (BST) on 05 September 2018 inclusive. Accordingly, you would only be affected by this if you made, or changed, a booking during this time on ba.com or the mobile app. We want to reassure you that our website and mobile app are now working normally.

The personal information compromised includes name, billing address and all payment card information. This includes your card number, expiry date and CVV. No passport or travel details were stolen. As we wrote to you previously, unfortunately this information could be used to conduct fraudulent transactions using your bank or credit card account. Any passengers on the booking who have payment cards saved with us are not impacted, unless their card was used to make payment for the booking between 22:58 (BST) on 21 August 2018 until 21:45 (BST) on 05 September 2018 inclusive.

It’s important you’re not out of pocket as a consequence of the data theft so we have partnered with the banks and credit card providers to ensure you are reimbursed as swiftly as possible. In the first instance, the card provider should be your point of contact to analyse any suspicious payments and make sure you get any funds re-credited as quickly as possible.

If you have any incidental costs which are not covered, you should contact us in writing. In order for us to review your claim, please provide us with the following details:
  • The booking reference created between 22:58 (BST) on 21 August 2018 until 21:45 (BST) on 05 September 2018.
  • The actual date you made your booking.
  • The email address and contact number in the booking that was created.
  • Any receipts and/or bank statements to support your claim.
Additionally, please could you confirm that you are not making a claim with your bank, credit card provider or any insurance policy you may hold for these same incidental expenses.

You can send us your information by email or post using the following details:

[email protected]

British Airways
Customer Relations (S506)
PO Box 1126
Uxbridge
UB8 9XS
United Kingdom

Please accept our deepest apologies for any inconvenience caused by the criminal activity. We’ll be in touch with you when we’ve received your information. If you have any questions about this, you can reply to this email directly using the blue link below.

I look forward to hearing from you soon.

Best Regards,
British Airways

----

I assume I'm going to have to send them all of the details, which I already did with the original complaint, wait another month for a response, then ask for a final response, before I can take them to the CEDR.
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Old Oct 29, 18, 5:31 am
  #1512  
 
Join Date: Nov 2017
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Originally Posted by pomkiwi View Post
Same here - I got a tip off from Amex and I did make an Avios booking in the newly announced period but over the phone. So I'm unsure whether:
a) I'm in the clear (although I was caught in the first episode)
b) There is an e-mail from BA but it's delayed.....
c) I am affected but BA don't know yet
d) I am affected but BA is choosing to manage the release of this information

Now I'm guessing it's a) or possibly b). A while back I would have thought c) unlikely and d) impossible but now I'm not so sure. Odd what happens when a company behaves in a way that you completely lose trust in it to behave honestly.
I'm in the same position, I actually made one booking online (and cancelled), and then another over the phone. Maybe because I cancelled they're not counting me for whatever query they're using to get out affected customers.
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Old Oct 29, 18, 5:40 am
  #1513  
 
Join Date: Sep 2010
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Originally Posted by corporate-wage-slave View Post
Here is an update from BA - on the Media Centre - with more information. A bit more bad news, aspects of this data failure may go further back.
Since our announcement on September 6, 2018 regarding the theft of our customers’ data, British Airways has been working continuously with specialist cyber forensic investigators and the National Crime Agency to investigate fully the data theft. We are updating customers today with further information as we conclude our internal investigation.

The investigation has shown the hackers may have stolen additional personal data and we are notifying the holders of 77,000 payment cards, not previously notified, that the name, billing address, email address, card payment information, including card number, expiry date and CVV have potentially been compromised, and a further 108,000 without CVV. The potentially impacted customers were those only making reward bookings between April 21 and July 28, 2018, and who used a payment card.

While we do not have conclusive evidence that the data was removed from British Airways’ systems, we are taking a prudent approach in notifying potentially affected customers, advising them to contact their bank or card provider as a precaution. Customers who are not contacted by British Airways by Friday 26 October at 1700 GMT do not need to take any action.

In addition, from the investigation we know that fewer of the customers we originally announced were impacted. Of the 380,000 payment card details announced, 244,000 were affected. Crucially, we have had no verified cases of fraud.

We are very sorry that this criminal activity has occurred. As we have been doing, we will reimburse any customers who have suffered financial losses as a direct result of the data theft and we will be offering credit rating monitoring, provided by specialists in the field, to any affected customer who is concerned about an impact to their credit rating.
Source:
Press Releases

For the one transaction i did in this period, i luckily paid by paypal so i will just change the password but i am so annoyed about this. i cannot believe all my personal details have been stolen and could potentially be used. i dont know what to do!!!
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Old Oct 29, 18, 6:19 am
  #1514  
 
Join Date: Jan 2010
Posts: 6,999
Originally Posted by MiraculousM View Post
i dont know what to do!!!
Nothing much you can do really.

If it makes you feel better, you can join the money grabbers/ambulance chasers over here: BA data theft: should I join the class action suit?
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Old Oct 29, 18, 9:57 am
  #1515  
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“Ambulance Chasers” they may be, but from my POV preferable to a DIY solution.

I find the aversion to the “no win, no fee” approach interesting,
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