Sep 7, 2018, 8:15 am
Last edit by: tbm13
Are you trying to change your BA password and having difficulty doing so? For some suggestions, go to this 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:-
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:-
As of Wednesday 12th September, affected customers are being emailed with the following additional information
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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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.
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.
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).
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:-
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.
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.
- 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.
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.
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.
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.
BA Investigating Theft of Personal and Financial Data
Oct 10, 2018, 3:07 am
#1306
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,904
Oct 10, 2018, 4:46 am
#1307
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
Good luck 
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
Clearly BA, as most companies, do not share the same view, but it is indeed very disappointing to see that even top tier customers that bring a lot of money to the company are served insincere and pre-packaged answers that clearly show they couldn't care less.
In these cases, a simple good will gesture can really go a long way while costing very little to the company.
Oct 10, 2018, 4:48 am
#1308
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,779
Good luck
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
Everyone will have a different story/impact. I personally don’t really want money or Avios. But I would appreciate it if BA actually responded properly to my emails rather than send a cut and paste response. I’m still waiting for their response to my detailed email to them that explained the very personal impact to me of the breach.
Very briefly.. and I’m leaving some information out intentionally, my situation was that the news of the breach was received the day before my wedding anniversary flight to the Indian Ocean. I had two credit cards that were both compromised and I cancelled and reordered new cards. I did not want to take any risks with the cards. I flew out with no cards to pay the hotel bill. I had also booked a helicopter transfer as a surprise, so my hotel bill was going to be expensive before I even started. To cut a very long story short, the only way we could pay the bill was to use my debit card and I had to move funds around to cover this, but for various reasons I couldn’t move unlimited funds so we basically had to really watch what we spent on holiday. This was a significant wedding anniversary and tightening our spending is not something we had planned for and to be fair we shouldn’t have been put in this position.
Thats the crux of our story. Yes on top of that we also had the time consuming actions of changing card details all over the place, also very unhappy my details are ‘out there’ and all of that. No one actually died.. I get that.
Compensation mentality? I’m not after BA to give me money. I’m expecting them to send me a personalised response to acknowledge my complaint and make some sort of goodwill gesture.
Oct 10, 2018, 6:25 am
#1309
Join Date: Jan 2010
Posts: 7,464
You both mention that you do not wish for money, but what exactly is it in terms of the "good will gesture" you actually expect?
Oct 10, 2018, 6:29 am
#1310
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
As others have stated, I expect a personal response that specifically acknowledges the problem they have caused and a sincere apology. That would do 80% for me and it just takes a properly trained customer rep to do, not millions.
The remaining 20% could be achieved by a small good will gesture, which can take many forms. It can be a few months of status extension (like they did when the IT meltdown happened), or a few avios or a free drink on my next ET trip. Plenty of ideas that can be cost effective and deliver to customers a sense that the company is TRULY sorry.
I am not naive and I know the company does not give a damn, but at least they could fake it better.
The remaining 20% could be achieved by a small good will gesture, which can take many forms. It can be a few months of status extension (like they did when the IT meltdown happened), or a few avios or a free drink on my next ET trip. Plenty of ideas that can be cost effective and deliver to customers a sense that the company is TRULY sorry.
I am not naive and I know the company does not give a damn, but at least they could fake it better.
Oct 10, 2018, 6:34 am
#1311
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC, IC Plat Amb, LH FTV
Posts: 1,952
Well most service issues that result in customer inconvenience seem to result in BA smoothing it over with some Avios. Following their previous major IT issue many with status reported extensions (over and above those directly related to being unable to take affected flights). Either would have been an indication that they actually cared about the impact on customers. Bothering to reply to e-mails sent to them which they have not done in my case might also have been a somewhat convincing way of demonstrating that they accepted they have some responsibilty
Oct 10, 2018, 6:48 am
#1312
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,779
Oct 10, 2018, 7:03 am
#1313
Join Date: Jan 2010
Posts: 7,464
Not trying to be provocative in any shape or form
Oct 10, 2018, 7:25 am
#1314
Ambassador, British Airways Executive Club
Join Date: Feb 2008
Location: UK
Posts: 10,152
I think personal responses will be extremely rare given there were reportedly 380,000 people affected but the overall way BA has handled this was poor in my view. As I am self employed, to me my time is money and without going into details this impacted me and I got the cut and paste response when I complained. (sigh)
There was only one dodgy transaction, and which was stopped but how do I put a value on my lost time which is variable which meant I had to take a little time off work.
I will settle for an upgrade to Gold Guest List and then I will be happy*
* or 100k Avios and 2 Space Available Upgrades
There was only one dodgy transaction, and which was stopped but how do I put a value on my lost time which is variable which meant I had to take a little time off work.
I will settle for an upgrade to Gold Guest List and then I will be happy*
* or 100k Avios and 2 Space Available Upgrades
Oct 10, 2018, 7:32 am
#1315
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,779
However it is unusual for BA not to respond to replies to their Customer Service email correspondence (ime) so I still think they will reach out soon... it could be that they are still formulating their approach on how to manage this from here. I.e. Decide how to categorise the complaints etc. I honestly don't know.....
As it stands BA sent out the copy and paste emails weeks ago to which customers have sent their individual responses. It doesn't appear as though anyone has had a response since then so as a bare minimum I would expect another round of copy and paste emails or better still a personalised reply. As usual the reality will most likely be somewhere in between! 🙂
Oct 10, 2018, 7:38 am
#1316
Join Date: Jun 2009
Location: UK
Programs: Lemonia. Best Greek ever.
Posts: 2,274
rossmacd,
I have a lot of empathy for those impacted. Life is already complex enough without having to spend a lot of personal time sorting out one's affairs due to the poor IT of any corporate. BA or anyone else.
A minimum would be a personalised response. Even if more people were impacted.
BA CS seem to think that their Lords and Masters are doing too much with cut and paste...........IMHO this has to change..
I have a lot of empathy for those impacted. Life is already complex enough without having to spend a lot of personal time sorting out one's affairs due to the poor IT of any corporate. BA or anyone else.
A minimum would be a personalised response. Even if more people were impacted.
BA CS seem to think that their Lords and Masters are doing too much with cut and paste...........IMHO this has to change..
Oct 10, 2018, 7:52 am
#1317
Join Date: Feb 2011
Posts: 5,797
Good luck
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
I had a breach of a single credit card and subsequent replacement etc, but I'm not an ambulance chaser/money grabber, so wont be asking for anything since I had no material damage. If BA decide to make a proactive gesture to appease their frequent clients then that is their decision, but I will not seek it out since I do not believe I am entitled to anything.
Personally I'm not too interested in receiving money, but i want BA to pay the biggest price possible, as that is the only way they and companies like them will do anything to prevent it happening again.
Oct 10, 2018, 9:10 pm
#1319
Join Date: Aug 2010
Location: London Stratford, E7
Programs: BAEC Gold! Thanks to FT
Posts: 3,378
I work in a cashless office and we top up cards oyster style for vending and purchase in our coffee shops and restaurants. I was unable to top up so it meant leaving the building to go out and pay (significantly ) more I had to queue at a branch to draw what I thought would be enough cash for a few days.. this was a faff initself not having a cheque book so another 90 mins there..
i underestimated the the amount of cash that I withdrew so didn’t have enough to go out for dinner with friends over the weekend so declined thst option.
Very first world problems, though the most serious matter is an attempted break in whilst I was away. The police asked if we had BA details compromised to which we replied in the affirmative, The police said that there is some evidence that people who had details stolen were broken into whilst they were away. BA are telling us thst travel details weren’t t captured but how do we know that as they haven’t been too forthcoming,
Remember the BA IT incident they blamed a power surge?
The thing thst gets me is me is the tone of their emails as in we are the victims of this criminal hack too ....
what do do I want, ? A gesture, status extension, one class upgrade, some Avios to enjoy or something to show that they are empathetic to the inconvenience caused. I suspect I will wait to see what the ICO has to say and possibly tackle them or join one of the class actions and sit and wait.
i underestimated the the amount of cash that I withdrew so didn’t have enough to go out for dinner with friends over the weekend so declined thst option.
Very first world problems, though the most serious matter is an attempted break in whilst I was away. The police asked if we had BA details compromised to which we replied in the affirmative, The police said that there is some evidence that people who had details stolen were broken into whilst they were away. BA are telling us thst travel details weren’t t captured but how do we know that as they haven’t been too forthcoming,
Remember the BA IT incident they blamed a power surge?
The thing thst gets me is me is the tone of their emails as in we are the victims of this criminal hack too ....
what do do I want, ? A gesture, status extension, one class upgrade, some Avios to enjoy or something to show that they are empathetic to the inconvenience caused. I suspect I will wait to see what the ICO has to say and possibly tackle them or join one of the class actions and sit and wait.
Oct 10, 2018, 10:06 pm
#1320
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
I was pinged the same email offering to pay for Experian Monitoring Services lasting 1 year for UK Customers - I have an address in both London & Malaysia, but am resident in Malaysia - my Banking details are all with HSBC Premier in Malaysia and I amuse, maybe wrongly, NON UK Customers are not to be included in the offer.
In addition they confirm that there Is a higher protective Cifas registration - but is it unclear who pays for this higher protection
My queries:
1. Will BA pay the monitoring service in Malaysia with HSBC
2. If they will pay that - will they pay the Higher Protective Cifas Registration as well.
Should I email BA directly on these queries, if so I have BA GGL/CCR status - I have never had to email them and can't find the appropriate email address. Could someone kindly forward me the address or indicate where I might find in on BA.com - Many Thanks.
In addition they confirm that there Is a higher protective Cifas registration - but is it unclear who pays for this higher protection
My queries:
1. Will BA pay the monitoring service in Malaysia with HSBC
2. If they will pay that - will they pay the Higher Protective Cifas Registration as well.
Should I email BA directly on these queries, if so I have BA GGL/CCR status - I have never had to email them and can't find the appropriate email address. Could someone kindly forward me the address or indicate where I might find in on BA.com - Many Thanks.
my BAEC has my london address but i paid with a HK CC. seems like that had an impact.
wasnt there an email exercise we need to do?