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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 29, 18, 4:11 am
  #1636  
 
Join Date: Apr 2013
Posts: 67
Originally Posted by TangoFive View Post
Just thought I'd update, that since this post, I filed a complaint with BA. They have been sending me the same copy and paste response for the past 2 months refusing to reimburse me. I requested 3 times for their final and last response so that I could go to the CEDR. Yesterday, they finally sent me their 'final' no (ironically, it's only another few days and then I could have automatically gone to CEDR without them, as you have to either wait 2 months since your complaint, or get a final response from BA).

I filed my claim with CEDR yesterday. It seems a lot of effort for a few hundred £, however it's more about principle at this point. I'll update shortly on CEDRs decision.
An update on this - CEDR accepted my claim today and have passed this to British Airways to reply within 14 days.
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Old Nov 30, 18, 8:14 am
  #1637  
 
Join Date: Aug 2002
Location: YYZ
Programs: BA Gold/SPG Gold/HH Diamond/IC Plat Amba
Posts: 5,443
Well I somehow missed the BA breach but I seriously doubt I've escaped the Starwood breach

https://www.bbc.com/news/technology-46401890
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Old Nov 30, 18, 8:33 am
  #1638  
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Join Date: Nov 2012
Location: Rhineland-Palatinate
Programs: OW Sapphire (BA), *A Gold (A3), Le Club Accor Silver, HHonor Gold
Posts: 2,107
Yes I hope that those who still have the envelope they new cards came in are not affected by the Starwood breach.
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Old Dec 7, 18, 6:25 am
  #1639  
 
Join Date: Nov 2018
Location: London
Programs: BAEC
Posts: 6
Originally Posted by Yllanes View Post
My account has just been hit. $ 218 on the Nike website, which AMEX blocked automatically. This is a card I have not used much in the last few months, so I am pretty sure it was compromised by BA. New card on the way...
Have also found myself a fraud victim in the last week having been caught up in the BA breach - interestingly also at Nikestore.com. Unfortunately it was my Natwest card that got hit, and they failed to stop the transaction
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Old Dec 7, 18, 8:43 am
  #1640  
 
Join Date: Dec 2017
Programs: BA, JAL
Posts: 470
I haven't heard in ages. Did they just give up?
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Old Dec 7, 18, 10:13 am
  #1641  
 
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: 4,895
Originally Posted by fransknorge View Post
Yes I hope that those who still have the envelope they new cards came in are not affected by the Starwood breach.
It has been a funny year - I have been hit by them all!!
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Old Dec 10, 18, 1:40 am
  #1642  
 
Join Date: May 2012
Location: Munich, Algarve, Sussex or S.F Bay Area
Programs: BA Gold, A3*Gold, AA Plat, HH Gold, IHG Plat, SPG Gold
Posts: 2,783
Don‘t know if itwas BA or Starwood but my Amex was fraudulently used in Asia today. Amex were brilliant, my spending pattern is very unpredictable and very international yet they spotted this and blocked the card. They also tell me I‘ll have the new card tomorrow. Thumbs up for Amex and thumbs down for both BA and Starwood, since I have no idea which it was as both told me I was affected.
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Old Dec 13, 18, 10:23 am
  #1643  
 
Join Date: Dec 2008
Location: GVA/BRS
Programs: BA Gold
Posts: 57
My Swiss card has finally been hit (I used the card to pay the fees for a redemption during the period in question). Five transactions in Roswell, USA. Two totaling USD750 were declined and I was notified by the card company. Then I found that 3 totaling another USD250 are currently pending. If they end up actually being charged, I have to then submit a claim, even though I told the card company today that they are fraudulent. So that's a pain.

I reported the potential for fraud when the breach was announced but the card company said then just to monitor transactions, as would they. A new card is on its way to me.

Can non-UK residents join the class action?
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Old Dec 15, 18, 9:08 am
  #1644  
 
Join Date: May 2011
Location: Somewhere over the rainbow.
Programs: BA Gold!/OWE
Posts: 154
So my (US-based) credit card number was stolen as part of the breach. No problems until the day before Thanksgiving when someone tries to make a bunch of fraudulent charges. I call Chase and they decide to close the card. I explained that I was travelling to London and would not be back in the US until the 21st of December. They promise to send it express to London and send it out within 2 days.
What they actually did was wait two weeks before sending it out and send it out regular mail. Still haven't got it and may not get it before I go back to the US. Joy.
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Old Dec 17, 18, 3:48 am
  #1645  
 
Join Date: Dec 2008
Location: GVA/BRS
Programs: BA Gold
Posts: 57
The first of 3 pending fraudulent transactions has now become an actual charge.

I'm disputing it with the credit card company (Topcard) here in Switzerland.

I called BA in Bremen to see exactly what I needed to do if for some reason, the credit card complany didn't refund me. BA Bremen said BA is only reimbursing the cost of getting relacement cards, NOT any fraudulent transactions!

Is it worth speaking with the Exec Club in the UK?
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Old Dec 17, 18, 3:59 am
  #1646  
 
Join Date: Aug 2002
Posts: 550
Originally Posted by buzzrm View Post
The first of 3 pending fraudulent transactions has now become an actual charge.

I'm disputing it with the credit card company (Topcard) here in Switzerland.

I called BA in Bremen to see exactly what I needed to do if for some reason, the credit card complany didn't refund me. BA Bremen said BA is only reimbursing the cost of getting relacement cards, NOT any fraudulent transactions!

Is it worth speaking with the Exec Club in the UK?
I've never dealt with Topcard, but I'd be surprised if they didn't remove that transaction. You'll probably have a form to fill out. Just make sure that Topcard are aware that the transaction isn't yours.
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Old Dec 17, 18, 5:53 am
  #1647  
 
Join Date: Dec 2008
Location: GVA/BRS
Programs: BA Gold
Posts: 57
I hope so. It's annoying that I have to wait for the transactions to become actual charges before I can 'formally" dispute them. No forms, has to be a letter or email. Typical Swiss (In)efficiency.

I'll certainly remind them that they recommended NOT cancelling the card at the time when i notified them of the breach and possible theft of my card details.

FWIW, I called the Exec Club Gold line in the UK. They couldn't confirm one way or the other that losses would be reimbursed, that would be for the special team to decide, apparently.
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Old Dec 17, 18, 7:01 am
  #1648  
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Join Date: Apr 2005
Location: UK
Programs: IC Hotels Spire, BA Gold
Posts: 6,902
Originally Posted by buzzrm View Post
I hope so. It's annoying that I have to wait for the transactions to become actual charges before I can 'formally" dispute them. No forms, has to be a letter or email. Typical Swiss (In)efficiency.
That is annoying, have also had that when I reported a transaction as being incorrect when a restaurant double charged me. When I looked online it showed the incorrect second charge as only "pending" so I phoned the CC provider and they said they could not take any action or investigate until it changed from a pending to an actual charge

So when I quizzed them that surely the opportunity to stop the pending changing to an actual charge is much higher when it was only showing as "pending" they refused to discuss why? Anyone know why this is? Why will they only investigate when it becomes an actual charge to the card, not when it is pending when it surely could be more easily stopped?
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Old Dec 17, 18, 7:04 am
  #1649  
 
Join Date: Aug 2002
Posts: 550
Pending transactions don't always complete. Indeed you will often see a double transaction with one in pending status, which expires after a number of days.
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Old Dec 17, 18, 8:24 am
  #1650  
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Join Date: Apr 2005
Location: UK
Programs: IC Hotels Spire, BA Gold
Posts: 6,902
Originally Posted by danam View Post
Pending transactions don't always complete. Indeed you will often see a double transaction with one in pending status, which expires after a number of days.
No this one was definitely a double charge which I had to dispute - the restaurant had problems with their card machine so actually put the transaction through twice within 5 minutes, saying that the first one had not authorised. Both charges definitely came through - my point was that the card company just could have not allowed the second one through from pending. I had to wait until it went through, then contact the restaurant to reverse it.

Surely it would have been simpler for the card company to decline the second one. But no, the card company were not interested until it changed from a pending to an actual charge....nor could they provide an answer as to why it could not be done that way because that seems far simpler.
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