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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 Oct 26, 18, 4:05 am
  #1471  
 
Join Date: Oct 2013
Location: London
Programs: BAEC bouncing from Blue to Gold to Blue VSFC Red CXGreen Club Accor Platinum Hilton Silver.
Posts: 805
Originally Posted by ThatT1Feeling View Post
I’ve been hit by both too and am also frustrated that I heard from Amex before BA.

As I mentioned some pages back on this thread at the time of the original announcement, there was no way that they could have identified and fixed the issue overnight. As we are seeing, they’re either totally naive or in corporate denial about cyber security. It’s not easy to do correctly, it’s expensive but it is also legally required. BA has played fast and loose and as I said at the time, their communications can’t be believed as they don’t know what’s going on. I’m glad that experts are finally getting to grips with this.

oh, and yes there were attempts to use my card number fraudulently as well. Mainly building supplies for me. Caught by Amex. For BA to say there has been no fraud is patently untrue.
My Bolding. Are BA saying there has been no fraud with them affecting BAEC members with them, and omitting any fraud with any other merchants(if they have that knowledge). Because there was a fraudulent transaction on my BA Amex as with many others it seems.

It's not what they are saying but what they are not saying that's important to me. And they seem to be hiding in the trenches waiting for the explosion of public dismay/outrage. It is disappointing no one is standing up and admitting fault.

John
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Old Oct 26, 18, 4:13 am
  #1472  
 
Join Date: Jun 2013
Location: London
Programs: BAEC Gold, HHonors Diamond, Marriott Gold
Posts: 1,423
Originally Posted by lost_in_translation View Post
Almost exactly the same situation - a couple of weeks ago I got a notification that someone had tried to charge £500 on my card at Tottenham Hotspur that Amex had identified as suspicious whilst I was out of the county (apparently people who buy stolen credit card details are big Premier League fans?). Transaction preemptively blocked and card replaced, with Amex being 100% on top of everything as always. I was fairly sure BA was responsible for the data breach given my card usage patterns but wasn’t part of the original set of booking dates, I did however make multiple Avios redemptions in this new period and duly received the email from BA this morning. Not hugely impressed I worked this out before BA informed me.
Wow that is very similar, I find it hard to believe that BA can claim “Crucially, we have had no verified cases of fraud”
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Old Oct 26, 18, 4:32 am
  #1473  
Ambassador: Emirates Airlines
 
Join Date: Sep 2004
Location: Manchester, UK
Posts: 13,484
I think Amex are just emailing anybody who's used one of their cards on BA, or has a BA Amex. I got the Amex email for the original data breach and I'd not used BA.com for a couple of years at least.
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Old Oct 26, 18, 4:37 am
  #1474  
 
Join Date: Jan 2007
Location: UK
Programs: BA, AF, Emirates Silver
Posts: 139
I am also affected and received the email last night. I phoned up MasterCard (Tesco) just now and was reassured that they are investigating this breach and that I need not worry which was especially good for me as I am off to South Africa tomorrow for a month staying in a place which is rubbish for internet access. I’ll just have to hope.
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Old Oct 26, 18, 5:58 am
  #1475  
 
Join Date: Feb 2016
Programs: BA Silver, United, Starwood preferred guest
Posts: 136
I made two reservations during the affected time period and have yet to receive an email from BA, I suppose they have until 17.00. Maybe they are sending them in status order?
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Old Oct 26, 18, 6:07 am
  #1476  
 
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Bronze, Hertz 5*, Accor Plat, HHonors Diamond, Big White Season Pass
Posts: 5,041
Originally Posted by Tdgraves View Post
I made two reservations during the affected time period and have yet to receive an email from BA, I suppose they have until 17.00. Maybe they are sending them in status order?
That would imply some organisation on BA’s part. Don’t read anything into the timing.
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Old Oct 26, 18, 6:08 am
  #1477  
 
Join Date: Dec 2017
Programs: BA Gold, Hilton Silver,
Posts: 134
Originally Posted by stevie View Post
Got the same mail last night.
Seems they have widened the dates......utter shambolic BA is these days...

Since then we’ve been conducting a thorough investigation with specialist cyber forensic investigators, liaising with the National Crime Agency. As a result of the investigation I am writing to let you know that you may have been affected by the data theft, when you made a reward booking between 21 April and 28 July 2018.
Same email last night though I've noticed nothing suspicious on any of my cards. Has there been any gesture of good will to top tier BAEC members besides a years subscription to Experian. I know avios doesn't make it right but would certainly keep loyal members onside.

Further to this has anyone contacted BAEC directly to obtain more detailed information as to what details may have been compromised and when?
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Old Oct 26, 18, 6:11 am
  #1478  
 
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Bronze, Hertz 5*, Accor Plat, HHonors Diamond, Big White Season Pass
Posts: 5,041
Loads of us wrote to their DPO after the first breach.
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Old Oct 26, 18, 6:12 am
  #1479  
 
Join Date: Dec 2017
Programs: BA Gold, Hilton Silver,
Posts: 134
Originally Posted by Tiger_lily View Post
Loads of us wrote to their DPO after the first breach.
Anything of note come back ?
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Old Oct 26, 18, 6:14 am
  #1480  
 
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Bronze, Hertz 5*, Accor Plat, HHonors Diamond, Big White Season Pass
Posts: 5,041
I got a cut and paste of one of Cruz’s emails
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Old Oct 26, 18, 6:54 am
  #1481  
 
Join Date: Oct 2009
Location: Dundee
Programs: BA Plastic. Speedwell Bar Lifetime Platinum.
Posts: 912
If a bank left a door open to the safe, they can moan all they like about the criminal being away with the money, but it's their fault for leaving it insecure.
Hacking is a known risk of doing online business, and nothing new.

To lose one set of data may be regarded as a misfortune; to lose two looks like carelessness.
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Old Oct 26, 18, 6:56 am
  #1482  
 
Join Date: Oct 2018
Location: London
Programs: BAEC blue dust
Posts: 71
Originally Posted by antichef View Post
Welcome to FT and the BAEC board.
Originally Posted by corporate-wage-slave View Post
Welcome to the forum Irreverent Medusa;, and welcome also to Flyertalk, thank you for joining up with us here and I hope you will also continue to participate in BA and other forums. You best leave the snakes behind when flying however, it causes endless problems.
Thank you both

The snakes are very handy to keep the goldies at bay at LCY, but maybe I should just have a big sign that says "DANGER, BLUE"

My shiny new replacement Amex has arrived so that's that sorted, but I'm rather miffed with BA. I obviously don't fly much, just a handful of LCY-NCE and LCY-ZRH a year and yet I've learnt to expect the site to throw random errors when trying to do, well, anything really and it's always a surprise when things work first time. Given that they can't get the basics right, I suppose we shouldn't have expected them to be ableto keep data secure...
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Old Oct 26, 18, 7:31 am
  #1483  
 
Join Date: Nov 2010
Posts: 3,929
Originally Posted by BlueThroughCrimp View Post
If a bank left a door open to the safe, they can moan all they like about the criminal being away with the money, but it's their fault for leaving it insecure.
Hacking is a known risk of doing online business, and nothing new.

To lose one set of data may be regarded as a misfortune; to lose two looks like carelessness.
Or after they sacked all their IT experts, Criminal negligence.
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Old Oct 26, 18, 7:44 am
  #1484  
 
Join Date: Oct 2009
Location: Dundee
Programs: BA Plastic. Speedwell Bar Lifetime Platinum.
Posts: 912
Originally Posted by rapidex View Post
Or after they sacked all their IT experts, Criminal negligence.
You might very well think that; I couldn't possibly comment.
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Old Oct 26, 18, 9:25 am
  #1485  
 
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,839
Originally Posted by ThrowingBoeing View Post
Same email last night though I've noticed nothing suspicious on any of my cards. Has there been any gesture of good will to top tier BAEC members besides a years subscription to Experian. I know avios doesn't make it right but would certainly keep loyal members onside.

Further to this has anyone contacted BAEC directly to obtain more detailed information as to what details may have been compromised and when?
BA Twitter team last night: 'I'm afraid we won't be offering any compensation or gestures' (I did remind them of the requirements of Article 82 of the GDPR regs but they ignored that).

I did contact BA directly by e-mail to request details of what data they had failed to keep safe and they did not bother to reply.

I now feel I know exactly where I stand as a customer in the estimation of BA. I have cancelled over £20k of flights for next month and will be taking most of my annual spend of over £30k per year elsewhere now. I appreciate they will not notice one customer (or give a monkey's) but if enough of the 400000+ affected take similar decisions this will have some impact that even BA may have to take note of.
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