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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 Nov 5, 18, 9:07 am
  #1531  
 
Join Date: Jul 2007
Location: E
Programs: MSC (Miles Slut Club); Cunard- Diamond 300+; Princess- Elite 200+; Royal Caribbean- Diamond; QF LTG
Posts: 4,167
Anyone here can help me by putting a how-to guide in the wiki to teach me how to use the BA Protectmyid service? When I tried to sign up, Experian is only interested to ask me to put my credit card details and pay the £6.99 per month charge. I could not find the space to put in the BA code unless I make a £6.99 per month purchase. Frustrated here with so many post to search for previous posts. Any help on this issue is appreciated.
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Old Nov 5, 18, 9:50 am
  #1532  
 
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, UAMP Silver, HH Silver, IHG Gold Elite, Sixt Gold
Posts: 332
A while has passed now since the first and second data loss/theft. I was involved in both, according to BA emails, but so far I have not suffered direct money loss as I cancelled my cards on time.

So what are the rights for people in our position? We wasted time and are left potentially exposed to future identity thefts and the likes, but given we did not suffer and direct/immediate money loss it appears BA is not offering any form of compensation besides that ridiculous Experian check, which is wrong in my view as time is possibly more valuable than money.
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Old Nov 5, 18, 11:22 am
  #1533  
 
Join Date: Jan 2016
Location: LON
Programs: BAEC, Accor
Posts: 1,242
Originally Posted by chongcao View Post
Anyone here can help me by putting a how-to guide in the wiki to teach me how to use the BA Protectmyid service? When I tried to sign up, Experian is only interested to ask me to put my credit card details and pay the £6.99 per month charge. I could not find the space to put in the BA code unless I make a £6.99 per month purchase. Frustrated here with so many post to search for previous posts. Any help on this issue is appreciated.
You need to use the link in the email that BA sent you (don't just go to the website yourself) and the activation code ended up going in the promotional code field on one of the registration forms.
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Old Nov 5, 18, 11:28 am
  #1534  
 
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,835
GDPR article 82.1 says that compensation is payable for both material and non-material damage. BA has made it repeaedly clear it will not be paying any compensation merely reimbursing costs if receipts are provided. Those affected appear to have the right to suck it up or ask a court to rule whether BA is correct. The latter option is being proposed via a class action and is the subject of another thread.

(You do of course have the right to take your business to another airline that may be more customer focussed than money oriented).
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Old Nov 5, 18, 1:33 pm
  #1535  
 
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Jumeirah Sirius Gold, Hilton Diamond, Virgin Traveller, PUCCI Fan Club
Posts: 1,570
Pomkiwi.. as to support your post above, here is my fourth response from BA to date, this one received this afternoon in which they are still not actually acknowledging the details of my personal situation. I have now given up but I’m posting this because not only do they ignore my previous emails but amusingly (sadly?) they can’t even be bothered to distinguish what level member you are... I.e. a blatant copy and paste again. The bold is actually theirs, not mine! I don’t know if this was intentional or a mistake not to edit it on their part.

“Many thanks for your further email. I'm sorry for the delay in responding.

As you know, British Airways sustained a criminal cyber-attack affecting our website, ba.com, and mobile app. Upon discovery, we contacted our customers without delay to provide further information about the incident and, in that communication, confirmed the information affected by the data theft. We've continued to publish updates with relevant information since the first notification was published on 07 September 2018.

I completely understand that you feel strongly about the data theft, particularly as you have had to chase a response for some time. I appreciate that you feel we should offer compensation in light of this, but unfortunately, this isn’t something I can arrange. We're not offering general compensation, as we do not consider that we have any legal liability that would require us to do so. It follows that we also do not presently have any settlement proposals to make in relation to the data theft.

We've offered to reimburse customers for any financial losses as a direct result of the data theft, as it's important to us that you’re not left out of pocket. If you believe you've suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please provide the information requested in my previous email and we'll get back to you as soon as possible.

As an organisation that values our customers and wishes to put their minds at rest, we've also offered to provide credit rating monitoring through Experian, and we encourage you to take advantage of this offer. If you would like more information about this please let me know by responding via the blue link below.

Thanks again for taking the time to contact us. We value your support as a Bronze/Silver/Gold Executive Club member and do 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”
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Old Nov 5, 18, 1:36 pm
  #1536  
 
Join Date: May 2013
Posts: 6,248
Originally Posted by oxtailsoup View Post
Pomkiwi.. as to support your post above, here is my fourth response from BA to date, this one received this afternoon in which they are still not actually acknowledging the details of my personal situation. I have now given up but...
Surely the easiest solution is just to sign up to one on the class actions?
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Old Nov 5, 18, 2:26 pm
  #1537  
 
Join Date: Jul 2007
Location: E
Programs: MSC (Miles Slut Club); Cunard- Diamond 300+; Princess- Elite 200+; Royal Caribbean- Diamond; QF LTG
Posts: 4,167
Originally Posted by plunet View Post
You need to use the link in the email that BA sent you (don't just go to the website yourself) and the activation code ended up going in the promotional code field on one of the registration forms.
Thanks. That is what I have done (by clicking the BA email). But I still get the payment request rather than a free year of membership. Frustrating.
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Old Nov 5, 18, 2:26 pm
  #1538  
 
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,835
Originally Posted by simons1 View Post
Surely the easiest solution is just to sign up to one on the class actions?
I did so early on as I did not want to waste my time in circular arguments with BA customer services. Let the lawyers argue it out without me needing to get emotionally involved.
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Old Nov 6, 18, 11:42 am
  #1539  
 
Join Date: Jul 2005
Location: London, CPH, ARN or HEL
Programs: Mucci Silver, BA GFL / GGL, HH Diamond, Radisson Gold, Hertz Gold 5*
Posts: 4,195
Hmmm just had an email out of the blue from Natwest, telling me they’re replacing my credit card unprompted, due to the BA data breach. I wonder what else they’re finding as they continue to dig.
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Old Nov 8, 18, 5:48 am
  #1540  
 
Join Date: Oct 2009
Programs: AC, DL, Marriott, SPG, Fairmont, Best Western
Posts: 1,719
Where are the class action lawsuits and free credit monitoring for affected customers who reside in the US or Canada ? I received an email on October 25th notifying that I have been affected, but there was no mention of compensation or credit monitoring.
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Old Nov 8, 18, 7:20 am
  #1541  
 
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,142
Originally Posted by chongcao View Post
Thanks. That is what I have done (by clicking the BA email). But I still get the payment request rather than a free year of membership. Frustrating.
You need to put your card details in. I think it almost acts as verification its you and not some random trying to log in. I'm sure when I read it, it doesn't auto-renew after the free year is up, but I've made a diary note to myself to close the account just before expiry.
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Old Nov 8, 18, 8:21 am
  #1542  
 
Join Date: Sep 2018
Location: Somewhere in the Air
Programs: BA GGL, *A Silver, OW Emerald, HH Diamond, Karahi Express
Posts: 280
Originally Posted by ThatT1Feeling View Post
Hmmm just had an email out of the blue from Natwest, telling me they’re replacing my credit card unprompted, due to the BA data breach. I wonder what else they’re finding as they continue to dig.
Exactly same happened to me with Barclays last week. Had received the emails about both breaches. Checked my accounts and all seemed well, so didn’t request card replacements.
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Old Nov 8, 18, 8:24 am
  #1543  
 
Join Date: Aug 2002
Posts: 550
I've seen this week an increase in the amount of spam I receive claiming that my details have been part of a 'data breach'. Not sure if it's related to this data theft.

Mails always contain some link to click for advice...always to some site I definitely don't want to visit!
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Old Nov 8, 18, 9:58 am
  #1544  
 
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Bronze, Hertz 5*, Accor Plat, HHonors Diamond, Big White Season Pass
Posts: 4,985
I’ve seen a marked increase in spam this week. It’s gone from one or two a week to the email address that was linked to my BA account, to about 35 a day 😡
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Old Nov 8, 18, 2:08 pm
  #1545  
 
Join Date: Sep 2003
Location: OSL
Posts: 2,078
I’ve also had a marked increase in spam. But of course this is not BAs fault...
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