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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 26, 18, 12:55 am
  #1201  
 
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Originally Posted by travelwithross View Post
So, I've had my claim for £60 rejected by BA Customer Relations. This was the cost charged to me by Starling Bank to ship the card to me, abroad.
As BA say my address is in the UK, and my account is registered to a UK Address, "it is not reasonable that BA should accept liability for the shipment costs involved in issuing a card to a UK Resident overseas".

Lost for words. Truly.
Was your card compromised? Or did you ask starling to send it abroad?

My new starling card was sent to me automatically....the old one still worked up until I had the new one in my hand and flipped them in the app which took 5 seconds. None of this cost me a penny.
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Old Sep 26, 18, 1:21 am
  #1202  
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Originally Posted by teledude View Post
Was your card compromised? Or did you ask starling to send it abroad?

My new starling card was sent to me automatically....the old one still worked up until I had the new one in my hand and flipped them in the app which took 5 seconds. None of this cost me a penny.
Not quite sure what your point is here (gloating, or, just trying to wind me up?), and frankly the questions you have asked are none of your business.
I have stated the facts. I have provided what BA says on their website. Yet, I am not being compensated.

I've submitted MCOL today.
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Old Sep 26, 18, 1:27 am
  #1203  
 
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Originally Posted by travelwithross View Post
Not quite sure what your point is here (gloating, or, just trying to wind me up?), and frankly the questions you have asked are none of your business.
I have stated the facts. I have provided what BA says on their website. Yet, I am not being compensated.

I've submitted MCOL today.
Im asking because I'm a fellow starling user. If your card was used I have full sympathy and expect starling to resolve it quickly. Not BA. If you wanted a new card abroad "because" then it's not BAs problem.

And for anyone coming here from HfP.... Starling didn't automatically cancel cards unless fraud was detected. Hence my question

From starling....
But don’t worry, you can still use your current card up until your new one is activated. Please just remember to update online shops or services with your new card details when they arrive.
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Old Sep 26, 18, 2:25 am
  #1204  
 
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I think it's perfectly reasonable to expect BA to return you to the state you were in before they caused you to be inconvenienced due to their negligence. In fact, that's effectively how the law looks at actual damages. To go back on their word is irrelevant other than it makes it harder for you to recover your £60, and more expensive for them to fight it.

Bad call BA, bad call.
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Old Sep 26, 18, 2:28 am
  #1205  
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NOT to rub it in but the whole charge for card whilst abroad makes me grateful to be with Amex who emailed me to let me know they knew for a fact i'd been affected and were also aware I was away. Was assured they'd increased fraud detection on all my cards and just to carry on enjoying myself and that if need be they would courier me a new card to the Dominican within a max of 24 hours from cancellation time, would speak directly to my hotel and cover any costs if need be & that there would be no charge as it was all part of the service.
@travelwithross I read upthread that you are away for a prolonged period and based on that I totally agree that it falls to BA to cover those costs. It's totally unreasonable to expect someone to be without a card for aslong as you would be. It's THEIR fault for not investing enough in their IT infrastructure in the 1st place and, imho, they have no place playing the victim at all when their IT deficiencies have been pointed out repeatedly for several years now. Hope you get the charges back.
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Old Sep 26, 18, 2:43 am
  #1206  
 
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I’d really like to hear of someone refusing to settle an MCOL with BA before a scheduled hearing because I’d really like to see what a judge makes of this in court.
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Old Sep 26, 18, 2:46 am
  #1207  
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TWCLAM ... interesting, because I was also abroad (MLA) and using my Amex, but heard nothing from them at all. I would be foolish to deduce that I have not been affected, but the inconsistency there is strange.
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Old Sep 26, 18, 3:10 am
  #1208  
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Originally Posted by flyuk View Post
I think it's perfectly reasonable to expect BA to return you to the state you were in before they caused you to be inconvenienced due to their negligence. In fact, that's effectively how the law looks at actual damages. To go back on their word is irrelevant other than it makes it harder for you to recover your £60, and more expensive for them to fight it.

Bad call BA, bad call.
I think the point is if you go over and above what your credit card company advise you to do should BA be liable for costs associated with that. Just to make clear if someone has had fraud on their account I am in no way questioning that costs should be reimbursed from BA - and I don't think anyone who has been the subject of fraudulent transactions has said BA has refused a claim?

However, if there aren't any fraudulent transactions, and the card company advises no replacement is needed unless there are, but I then go and request a new card anyway which leads to costs being incurred, should BA be liable for that too?
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Old Sep 26, 18, 3:24 am
  #1209  
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I think the conversation has frayed somewhat; and I'm really not impressed with the usual micro-level discussions that are opening up here.
  • I haven't gone above or beyond what my card company asked me to do.
  • My card was cancelled by Starling and I needed access to my Starling Card/Account
  • A card was issued to me abroad at a cost of £60.
  • BA Advised, on their website, that no customer would be left out of pocket
  • I have been left out of pocket, due to BA's own inability to safeguard my personal debit card data, and my card having to be reissued to my address abroad.
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Old Sep 26, 18, 3:44 am
  #1210  
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Originally Posted by KARFA View Post
However, if there aren't any fraudulent transactions, and the card company advises no replacement is needed unless there are, but I then go and request a new card anyway which leads to costs being incurred, should BA be liable for that too?
In my view, yes, so long as it is reasonable. And reasonable means rational. I make no judgement on specific cases here, but the reality is that if your card is at substantial risk, you reduce the impact for self, credit card company, and potentially BA. It also slightly increases the chance that criminals are caught though I am under no illusion about this. It is rational to block a card and CVV if it has been compromised, since it's actually more risky than putting your PIN number on the front page of this forum. If bad stuff happens the washback takes ages to sort out. In my case even cancelling the cards wasn't enough (which I wanted to do before knowing for certain of any compromises). Why? Because credit card companies still process transactions on old card numbers if they come through on certain routes. Personally I don't have any direct costs that arose from cancelling my cards, though a splendid amount of hassle. That said, who should be held accountable for this?
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Old Sep 26, 18, 3:53 am
  #1211  
 
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Originally Posted by KARFA View Post
However, if there aren't any fraudulent transactions, and the card company advises no replacement is needed unless there are, but I then go and request a new card anyway which leads to costs being incurred, should BA be liable for that too?
In my view yes. Even if actual fraud has not occurred your position has been compromised by the airline's failure to protect client data and as a result the individual is entitled to be restored to the position they were in before the breach. If that means cancelling the card then so be it.

Originally Posted by travelwithross View Post
I think the conversation has frayed somewhat; and I'm really not impressed with the usual micro-level discussions that are opening up here.
  • I haven't gone above or beyond what my card company asked me to do.
  • My card was cancelled by Starling and I needed access to my Starling Card/Account
  • A card was issued to me abroad at a cost of £60.
  • BA Advised, on their website, that no customer would be left out of pocket
  • I have been left out of pocket, due to BA's own inability to safeguard my personal debit card data, and my card having to be reissued to my address abroad.
BA won't pay up voluntarily so you are following the right approach here through MCOL. My expectation is they will settle before it reaches that stage, as it will involve someone in the legal team rather than some gofer who is just being told to fob people off.

The true test of a quality company is whether they take time to put things right when mistakes are concerned. In this case the airline has chosen not to do so. Of course this is par for the course for airlines as previous examples show.....it is also why things like EC261 are required. Plays into the hands of the claims management companies who are looking for a new 'soft target' now that the time is running out on PPI.....I am sure we will see the level of advertising ratchet up significantly in the months to come.
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Old Sep 26, 18, 3:55 am
  #1212  
 
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Originally Posted by corporate-wage-slave View Post
In my view, yes, so long as it is reasonable. And reasonable means rational. I make no judgement on specific cases here, but the reality is that if your card is at substantial risk, you reduce the impact for self, credit card company, and potentially BA. It also slightly increases the chance that criminals are caught though I am under no illusion about this. It is rational to block a card and CVV if it has been compromised, since it's actually more risky than putting your PIN number on the front page of this forum. If bad stuff happens the washback takes ages to sort out. In my case even cancelling the cards wasn't enough (which I wanted to do before knowing for certain of any compromises). Why? Because credit card companies still process transactions on old card numbers if they come through on certain routes. Personally I don't have any direct costs that arose from cancelling my cards, though a splendid amount of hassle. That said, who should be held accountable for this?
CWS, in my opinion, your last sentence should be caught under the non-material clause in Art 82 of GDPR. If you should have been doing work, but ended up spending hours on the phone, bill them for you time.
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Old Sep 26, 18, 4:09 am
  #1213  
 
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Originally Posted by Tiger_lily View Post

CWS, in my opinion, your last sentence should be caught under the non-material clause in Art 82 of GDPR. If you should have been doing work, but ended up spending hours on the phone, bill them for you time.
Is there a standardised calculation to do this type of thing in the eyes of the legal system? Or is it just a case of stating your daily pay (gross or net?) and doing the calculation that way?
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Old Sep 26, 18, 4:19 am
  #1214  
 
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Originally Posted by oxtailsoup View Post


Is there a standardised calculation to do this type of thing in the eyes of the legal system? Or is it just a case of stating your daily pay (gross or net?) and doing the calculation that way?
If you bill somebody from say a personal services company, I’d just use the amount of time spent pro-rated against your day rate and not forgetting the VAT
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Old Sep 26, 18, 4:35 am
  #1215  
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Do retired people use the same calculation? After all, all my time is 'free time'.

That's a serious question, BTW.
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