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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
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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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 29, 18, 4:18 pm
  #1516  
 
Join Date: Feb 2006
Programs: AC50 MM
Posts: 724
Originally Posted by Aus_Mal View Post
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.
I got the email last week from an award booking in the summer, and Yes I would like to have credit rating monitoring. Without a link to the 'offer' though I am SOL.
I'm not a BAEC forum regular - can someone who is, advise the easiest and most effective way of contacting someone at BA who could help?
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Old Oct 29, 18, 4:31 pm
  #1517  
 
Join Date: Dec 2016
Programs: BAEC GGL/CR; Hilton Diamond
Posts: 2,394
The easiest way of contacting BAEC is always via the twitter team who have more authority than the normal phone C/S.
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Old Oct 30, 18, 2:05 pm
  #1518  
 
Join Date: Nov 2006
Location: In theory near BHD or ABZ, but usually a hotel in another country
Programs: Seniors Bus Pass, BA Silver
Posts: 4,907
I still remain surprised that I have not yet been contacted by BA about the second breach even though I had 7 RFS bookings during the affected period. Although after the first breach I had already had a card change, so I won't be changing my position.

I will put it down to another BA IT failure
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Old Oct 31, 18, 5:29 am
  #1519  
 
Join Date: Mar 2009
Location: UK
Programs: BA Gold / Hilton Diamond /IHG Spire/ SPG Gold
Posts: 1,551
Originally Posted by HIDDY View Post
Give up your BA GOLD card in protest.
Why? Its not earned flying BA (aside from some domestic sectors) and they wouldn't give a toss even if it was. They certainly didn't care in the summer when the extorted £900 plus from us to change a single ticket because their staff are incompetent and useless. It took 9 weeks to get the refund despite them being told from the outset exactly how to re price the changes.

Emerald on other one world better respected....

All that said given that I am a premium leisure customer my flights for next summer are booked with Start alliance. So the card may vanish anyway.

On the subject of data they emailed me on Saturday to tell me they had lost my credit card security code provided a few days earlier to pay the change fees on a redemption booking ......no apology nothing and the email was a string candidate for phishing email of the year. They are incompetent and if they were not protected by fortress Heathrow they would be dead in the water.
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Old Oct 31, 18, 5:48 am
  #1520  
 
Join Date: May 2014
Location: Glos
Programs: BA Gold
Posts: 5,418
It's incredible the hackers could get the three digit security code when BA seem to always need to call me to obtain this !
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Old Oct 31, 18, 6:49 am
  #1521  
 
Join Date: Dec 2004
Location: London
Posts: 6,218
I find it interesting that BA keep flip flopping re the channels for booking that were affected for award flights. Was the app affected or not?

Current advice...

Thanks for getting in touch about the email you've received relating to the recent data theft. Please accept my apologies for any inconvenience or concern this may have caused you and for the delay in our response.

Our investigations to date confirm the theft occurred from 21 April to 28 July 2018 inclusive. Accordingly, you would only be affected by this if you made a reward booking on ba.com during this time, and used a payment card. Our mobile app was not affected. We want to reassure you that our website is now working normally.

The personal information compromised includes name, billing address, email address and some card payment information. 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 reward booking between 21 April and 28 July 2018.
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 21 April and 28 July 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:
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Old Oct 31, 18, 7:03 am
  #1522  
 
Join Date: Jul 2005
Location: London, CPH, ARN or HEL
Programs: Mucci Silver, BA GFL / GGL, HH Diamond, Radisson Gold, Hertz Gold 5*
Posts: 4,211
Originally Posted by antichef View Post
I still remain surprised that I have not yet been contacted by BA about the second breach even though I had 7 RFS bookings during the affected period. Although after the first breach I had already had a card change, so I won't be changing my position.

I will put it down to another BA IT failure
To be fair, it doesn't seem to matter whether you are contacted by BA or not, unless you particularly want Experian's services. I'm the proud owner currently of 7 emails from BA which tell me that my data may have been compromised. They don't give enough information to be of any particular use and provide no details of what they're planning to do next. But either way, to be clear, it's not their fault, they are the victim and are unlikely to be providing any further information. Hope that's clear.
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Old Oct 31, 18, 11:40 am
  #1523  
Suspended
 
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,959
Originally Posted by plunet View Post
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.
Thanks. I've just done the same. Next, badatabreach.
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Old Oct 31, 18, 12:10 pm
  #1524  
 
Join Date: Sep 2007
Location: BOS
Programs: BA Silver
Posts: 6,419
Originally Posted by Saltire74 View Post
Thought I might have escaped all of this but seems not. Booked an RFS in May and have woken up to find the dreaded email in my inbox

S
Me too, Barclays have had to send me out a new debit card.

Big old PITA as I’m not based in the UK but will need the card delivered to me (by my sis) to the US as I currently have no other UK payment cards and am traveling over shortly
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Old Oct 31, 18, 1:00 pm
  #1525  
 
Join Date: Sep 2007
Location: BOS
Programs: BA Silver
Posts: 6,419
Originally Posted by Cap'n Benj View Post

Me too, Barclays have had to send me out a new debit card.

Big old PITA as I’m not based in the UK but will need the card delivered to me (by my sis) to the US as I currently have no other UK payment cards and am traveling over shortly
in a strange twist of fate this may have actually ended up
saving me a load of money!

i just double checked by Barclays accounts to ensure all
was as expected. It wasn’t though AMEX had just billed me 475 quid.

Turns out the plat card is cancelled a year ago hadn’t been cancelled, so hopefully I’ll have 950 quid swinging back my way as a result!
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Old Oct 31, 18, 3:16 pm
  #1526  
 
Join Date: Jan 2016
Location: LON
Programs: BAEC, Accor
Posts: 1,271
Originally Posted by plunet View Post
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.
Well, I did get a reply to acknowledge that my SAR request was outstanding and overdue. They explained that they were dealing with a significant volume of requests and that the ICO were aware of delays. If they had contacted me proactively then I might have had more sympathy.

Hi ho, hi ho, it's off to the ICO I go....
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Old Nov 2, 18, 1:21 am
  #1527  
 
Join Date: May 2015
Location: AMS-LHR
Programs: OneWorld Emerald
Posts: 330
The first data theft, as reported in September, didn’t affect me as I didn’t make any bookings in this period. However, I contacted AMEX anyway who were happy to cancel my card and send me a replacement. The second data theft might have affected me (did some avios web-bookings in the period related to this particular theft) but as I already recently replaced my AMEX-card there is not a lot more that I can do I suppose, especially regarding the various personal details that might have been exposed.
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Old Nov 2, 18, 2:55 am
  #1528  
 
Join Date: Jul 2005
Location: London, CPH, ARN or HEL
Programs: Mucci Silver, BA GFL / GGL, HH Diamond, Radisson Gold, Hertz Gold 5*
Posts: 4,211
Originally Posted by Great_circle View Post
The first data theft, as reported in September, didn’t affect me as I didn’t make any bookings in this period. However, I contacted AMEX anyway who were happy to cancel my card and send me a replacement. The second data theft might have affected me (did some avios web-bookings in the period related to this particular theft) but as I already recently replaced my AMEX-card there is not a lot more that I can do I suppose, especially regarding the various personal details that might have been exposed.
I think you're right. Not much more to do. I was affected by the first notified breach (the later breach) and got a replacement card from Amex. When the second breach (the earlier breach) was identified, the email from Amex referred to the original card number - which had already been replaced. So I'm now sitting, waiting and trying not to get frustrated with BA who seems to think that they have no need to communicate further..
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Old Nov 3, 18, 8:09 am
  #1529  
 
Join Date: Apr 2013
Posts: 67
Originally Posted by TangoFive View Post
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.

-------
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.
Received another useless response from BA today, after sending them all of the information they requested. They either ignored my email completely, or are just hoping if they play ignorant I'll go away.

"Dear Mr XYZ

Many thanks for your further email.

I completely understand why you feel so strongly about the data theft and the impact it has had on you. I appreciate why you feel we should offerto reimburse your new flights and transport expenses in light of this. Unfortunately, this isn’t something I can arrange.

It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please let me know. If you believe this is the case, please provide the information requested in my previous email and we will get back to you as soon as possible.

Thanks again for taking the time to contact us. We value your support as a Blue Executive Club member and hope that, despite what's happened, we have the opportunity to welcome you on board again soon. If there's anything else I can help with, please let me know.

Best regards
British Airways Customer Relations
"

Their email states 'we cannot compensate you for the new flights you had to purchase (which were due to the BA hacking)' yet on the next line state it's important for them to reimburse passengers who are out of pocket.

I've once again forwarded them the invoice/receipt for my new flights, and all the other information they requested. I've added a line requesting they release the complaint or state it's their final response so that I can go to CEDR.
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Old Nov 5, 18, 5:23 am
  #1530  
 
Join Date: Feb 2011
Posts: 5,551
Originally Posted by Aus_Mal View Post
I find it interesting that BA keep flip flopping re the channels for booking that were affected for award flights. Was the app affected or not?

Current advice...

Thanks for getting in touch about the email you've received relating to the recent data theft. Please accept my apologies for any inconvenience or concern this may have caused you and for the delay in our response.

Our investigations to date confirm the theft occurred from 21 April to 28 July 2018 inclusive. Accordingly, you would only be affected by this if you made a reward booking on ba.com during this time, and used a payment card. Our mobile app was not affected. We want to reassure you that our website is now working normally.

The personal information compromised includes name, billing address, email address and some card payment information. 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 reward booking between 21 April and 28 July 2018.
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 21 April and 28 July 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:
I keep getting that email even though that's not what i asked them about. Finnair have been getting most of my flights the last couple of months and will continue to do so at this rate.
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