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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 Sep 7, 18, 6:53 am
  #421  
 
Join Date: Jan 2010
Posts: 6,915
Originally Posted by corporate-wage-slave View Post
Let me give you two immediate examples. This morning Hilton rang me to ask why my Amex booking tonight isn't clearing for payment. When I used my credit card to retrieve my ticket from a RENFE ticket machine here in Spain, it says "booking not found". Sure I can buy new tickets with another card at twice the price of the one I have already paid for, but maybe you have another suggestion that will help me?
I would buy another ticket, and then claim it from BA after the fact when the dust has settled. Failing that, I would claim both tickets (original and replacement) from my employer.

For Hilton, I would just give them another CC
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Old Sep 7, 18, 6:56 am
  #422  
 
Join Date: Jul 2009
Location: UK
Programs: BA Gold
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Originally Posted by nufnuf77 View Post
AMEX guaranteed delivery 24/48 hours on some cards anywhere in the world...
I successfully used this service when my Amex Plat was compromised by the Hilton card machine breach a few years ago. The shipped a replacement card from the UK to Seattle within 48 hours so that I could use it to check out from my hotel. I always carry an Amex on my travels now because of that experience and the way they have handled other fraud issues since. I also carry a Visa or MasterCard for everyday use and a separate card that I never use for anything which I store separately from my wallet - take no chances
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Old Sep 7, 18, 6:57 am
  #423  
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Originally Posted by rossmacd View Post
I would buy another ticket, and then claim it from BA after the fact when the dust has settled. Failing that, I would claim both tickets (original and replacement) from my employer.

For Hilton, I would just give them another CC
Yes, you can give hilton another CC, but the cost of tickets I would definitely not bill my employer for. That's BA's blame and I would be pursuing it in full.
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Old Sep 7, 18, 6:58 am
  #424  
 
Join Date: Dec 2009
Posts: 637
Mrs Flygod got the email last night - but neither she nor I have made any bookings with BA over the relevant period.

What we have done is try to close the second avios.com account that Lloyds set up because my Spanish wife uses her first surname for almost all UK things, except travel where she uses the first and second surname since that matches her passport. The demise of avios.com means that she now has two BAEC accounts too!

So we spoke to avios.com and they spoke to BA to merge BAEC accounts, since avios.com is closing.

So the email has now left Mrs FG worried that BA really don't know what is going on - or that someone has used her details to book a flight/car hire/hotel?

On ba.com, there is an option to search for booking made with avios and made with cash. The "Made with Avios" comes up with: we can find no bookings. The "Made with cash" then asks you to put in the PNR - a useless request if you don't know the PNR, which you wouldn't if someone had hacked your account and bought a ticket/hotel/car hire !

This latest computer debacle just highlights BA's major legacy computer system problem. It is going to cost a lot to fix. And won't help nervous flyers either.

So far their "solutions" are only concerning this person more.
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Old Sep 7, 18, 7:01 am
  #425  
 
Join Date: Jul 2018
Location: London
Programs: BAEC
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Originally Posted by corporate-wage-slave View Post
Let me give you two immediate examples. This morning Hilton rang me to ask why my Amex booking tonight isn't clearing for payment. When I used my credit card to retrieve my ticket from a RENFE ticket machine here in Spain, it says "booking not found". Sure I can buy new tickets with another card at twice the price of the one I have already paid for, but maybe you have another suggestion that will help me?
I would try, if you still have the old cancelled card, just using that to pick up the ticket as if it's already been paid for then it might not be doing any actual authorisation and just using the number (or hash of it) as an identifier to look up the ticket details in their database (and assuming your possession of the card as proof that it is you). The physical card itself doesn't know it's been cancelled*

*although it might do if it's inserted into an online terminal - as there is a method for the issuer to send commands to it during authorisation attempts
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Old Sep 7, 18, 7:04 am
  #426  
 
Join Date: Sep 2003
Location: OSL
Posts: 2,071
Originally Posted by T8191 View Post
A crippling fine will benefit BA customers, will it? Think that through, and imagine where BA/IAG will have to go to recover that loss. Yes, you and me, one way or another. More ‘enhancements’, perhaps? BA’s shareholders have already seen the share price drop.

I share everyone’s anger/annoyance, but taking a slice out of BA’s pockets isn’t going to do US any favours.
oh please spare me that. IAG should be forced to pay; airlines show a tremendous disregard for its customers (like most transport companies) and it is not because they thought it fun that the EU implemented directive EC261. It is to change behaviours.

Given IAG are sitting on €8.1bn cash you may argue that they’ve already taken that money, particularly any that have come from IT savings. BA still operate in a competitive markets for the most and can’t simply start charging what they want (except for certain LHR routes).
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Old Sep 7, 18, 7:04 am
  #427  
 
Join Date: Apr 2014
Location: UK
Programs: BA Executive Club, Flying Blue
Posts: 104
Originally Posted by rossmacd View Post
For those saying that they are currently travelling and wont be able to get new cards from their home/office/whatever address for many weeks/months (as I currently am), I'm afraid to call you out that this is bad planning on your part. I carry 5 separate credit cards with me - a mixture of AMEX, Visa and MCs all issued by different financial institutions from 3 separate countries. Not only does this give me access to a massive amount of credit should I need it if the worst happens, but also access to funds should I need to cancel one of the cards for fraud etc. It is all in the planning, especially for very frequent travelers....
As with every thread, there's always one person such as this, who has to flash their status and unnecessary input. It really isn't bad planning for someone such as myself that relies on only 2 accounts, with 2 different banks but has had them both affected, and I don't have 5 backup's from global institutions, as all that ego just doesn't fit into my wallet, unfortunately. Also, the fact that I am travelling imminently doesn't help matters at all, this should have never happened on BA's part. So take your 'massive amount of credit' and don't judge us for not even bringing this upon ourselves in the first place.
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Old Sep 7, 18, 7:05 am
  #428  
 
Join Date: Aug 2015
Location: Hamburg / Jerusalem
Programs: BA Silver, TK Elite
Posts: 1,247
I made two bookings in that time period and got the email from BA. Thankfully no sign of fraud so far.

What cards are affected? The one I actually used for these two bookings or also other cards saved in my BA account?
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Old Sep 7, 18, 7:06 am
  #429  
 
Join Date: Sep 2015
Location: Peterborough, UK
Programs: BA Silver; Avis P+; Global Entry
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Originally Posted by rossmacd View Post
I would buy another ticket, and then claim it from BA after the fact when the dust has settled. Failing that, I would claim both tickets (original and replacement) from my employer.

For Hilton, I would just give them another CC
Not always viable as i think C-W-S is self employed
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Old Sep 7, 18, 7:06 am
  #430  
 
Join Date: Aug 2006
Location: Basel
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Originally Posted by T8191 View Post
A crippling fine will benefit BA customers, will it?
Ignoring the subjective word "crippling", that's an argument for never fining any company for anything. I don't agree. I like to think that a fine is designed to help persuade a company to change its behaviour. If BA needs to put their prices up to stop 380,000 people having their data stolen then so be it.
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Old Sep 7, 18, 7:09 am
  #431  
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Join Date: Feb 2010
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Originally Posted by rossmacd View Post
I would buy another ticket, and then claim it from BA after the fact when the dust has settled. Failing that, I would claim both tickets (original and replacement) from my employer.

For Hilton, I would just give them another CC
I was able to blag the ticket and indeed swap cards for the Hilton. I think you misunderstand - no one is going to die in a ditch over this, or even get stranded hotel less somewhere, but it is a hassle. And an avoidable one at that.
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Old Sep 7, 18, 7:10 am
  #432  
 
Join Date: Jul 2013
Location: UK
Programs: BAEC GGL, HH DIAMOND, AVIS Presidents Club, Karahi Express
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Originally Posted by T8191 View Post
I share everyone’s anger/annoyance, but taking a slice out of BA’s pockets isn’t going to do US any favours.
Agreed, however in this instance, certain heads may need to roll once the investigation is over.

Also imagine the cost of increased workload on Bank call centres, the cancellation and reissue costs of new cards. Postage costs.

Mostly the absolute inconvenience and uncertainty caused and whether you should cancel credit cards or not. This is made worst if you are mid travel or are about to (as in my case).
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Old Sep 7, 18, 7:13 am
  #433  
 
Join Date: Jan 2010
Posts: 6,915
Originally Posted by cattp View Post
As with every thread, there's always one person such as this, who has to flash their status and unnecessary input. It really isn't bad planning for someone such as myself that relies on only 2 accounts, with 2 different banks but has had them both affected, and I don't have 5 backup's from global institutions, as all that ego just doesn't fit into my wallet, unfortunately. Also, the fact that I am travelling imminently doesn't help matters at all, this should have never happened on BA's part. So take your 'massive amount of credit' and don't judge us for not even bringing this upon ourselves in the first place.
I'm not flashing anything at all. And there is absolutely no ego, whatsoever, nor am I judging anyone. I am disappointed you took my post in this way.

I only describe what I have done to ensure that I have access to funds to cover as many eventualities as possible. It is a set of preventative actions based on an assessment of risk, to spread the risk as far as I can.

No one in this thread is disagreeing with the fact that this is all of BA's own making. The quicker the book is thrown at BA, and the harder it hits them, the better in my opinion.
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Old Sep 7, 18, 7:13 am
  #434  
 
Join Date: Jun 2013
Posts: 286
I have found at least 5 vulnerabilities on BA.com, BA’s partner websites, the BA helpdesk and BA’s lounge computers over the years - when reporting these to BA I never received a word of thanks. This is the opposite experience to other orgs I have reported issues to who responded promptly and gratefully.

None of these related to payment information or even (very) sensitive PII or I would not have let the matter rest - and with one or two exceptions these are no longer viable - but they were all evidence of seriously sloppy coding, access management and security, and could have consequences if someone were to abuse them. More importantly, they are the sorts of things which by definition BA are aware of and have chosen to ignore. And I think there is no motivation for BA’s predominantly outsourced call centre staff to report these issues up the chain. So I can’t honestly say I’m surprised that a flaw has arisen relating to the compromise of payment information.

Having been affected, and having had to cancel my credit card while abroad and now out of pocket thanks to invalidated card details for some pre-existing reservations, I am seriously considering giving my business to a more competent airline. The BA May Bank Holiday Disruption was only a year ago, and also impacted me, and while extending my Gold status for multiple years was a generous gesture it is fundamentally meaningless considering how much I fly with OW in the first place!

Last edited by CD747; Sep 7, 18 at 7:27 am
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Old Sep 7, 18, 7:21 am
  #435  
 
Join Date: Oct 2006
Location: London
Programs: Many. Too many. I came here to cut them down. I failed.
Posts: 2,531
Not sure if there is a Wiki in process, but not sure if data points are helpful or not. I have unfortunately had 3 cards (personal & business AMEX) and a TSB debit card affected.

They have advised:

AMEX: no need to contact them or make changes, just keep an eye on things
TSB: call Telephone Banking Team on 03459 758758 to discuss further
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