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 11, 2018, 3:46 pm
#1336
Join Date: May 2010
Location: Oxon, UK
Programs: Mucci des canapes, Skywards Gold, BAEC Gold, IC Plat Amb, Accor Gold
Posts: 1,948
No further contact from BA of late after the initial 2 emails. No attempts to show that they're actually sorry - not only for failing to keep my personal data safe but the day to day inconvenience since. As a result I haven't booked any personal flights since on BA; at this rate the GCH will slip away.
When a company I use treats me right, I'm happy to do business with them.
When not... just me?
Oct 12, 2018, 6:42 am
#1337
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,598
There's an interesting side story to this detailed in this months PC Pro magazine.
I really do hope they get hammered...
ETA - Grrrr, why doesn't formatting work correctly anymore on FT?
- Just over a month before the breach, a customer (an internet security expert) tried to check-in online. This kept failing.
- On investigation, he found the reason was because he had an ad-blocker. He inspected the site and found his data was being sent to various data aggregators, despite him having opt-ed out of sharing his data.
- He complained to Customer Services, who said "clear your cache and cookies, or check-in at the airport". This was obviously too late has his data had been already shared.
- So, he wrote to the BA compliance officer (Jonathan Stiff) explaining that they were breaking GDPR rules.
- Exactly 30 days later (the maximum time allowed for BA to respond), he received a reply saying that what he'd reported wasn't correct, and there were no issues with the check-in process.
- He checked again, and sure enough, all the tracking stuff had gone, and was then able to use online check-in again.
- The date of this interaction? The very day the data breach began...
I really do hope they get hammered...
ETA - Grrrr, why doesn't formatting work correctly anymore on FT?
Oct 12, 2018, 6:52 am
#1338
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,902
There's an interesting side story to this detailed in this months PC Pro magazine.
I really do hope they get hammered...
ETA - Grrrr, why doesn't formatting work correctly anymore on FT?
- Just over a month before the breach, a customer (an internet security expert) tried to check-in online. This kept failing.
- On investigation, he found the reason was because he had an ad-blocker. He inspected the site and found his data was being sent to various data aggregators, despite him having opt-ed out of sharing his data.
- He complained to Customer Services, who said "clear your cache and cookies, or check-in at the airport". This was obviously too late has his data had been already shared.
- So, he wrote to the BA compliance officer (Jonathan Stiff) explaining that they were breaking GDPR rules.
- Exactly 30 days later (the maximum time allowed for BA to respond), he received a reply saying that what he'd reported wasn't correct, and there were no issues with the check-in process.
- He checked again, and sure enough, all the tracking stuff had gone, and was then able to use online check-in again.
- The date of this interaction? The very day the data breach began...
I really do hope they get hammered...
ETA - Grrrr, why doesn't formatting work correctly anymore on FT?
Oct 14, 2018, 1:39 am
#1340
Join Date: Dec 2007
Programs: M&M, BA Silver, Accor LeClub Gold
Posts: 490
As one of those impacted by this I've just had it bite me in the arse. At the time, Nationwide said that my card didn't need to be replaced. Yesterday my Nationwide car was declined. I called them to find out why and was told that there had been suspicious activity on my account back in September, probably related to the BA data breach. As a result they have cancelled my card (without telling me) and issued me a new card. I am currently away on business for at least another week which means that this is a real inconvenience.
Oct 14, 2018, 1:51 am
#1341
Join Date: Jul 2013
Programs: BA GGL/CCR, Hilton Diamond *, IHG, Couples Romance Rewards
Posts: 2,346
No, the furore has died down - possibly because the fraudsters have not been as active as they could have been and credit card companies have been vigilant. BA must know exactly who was targetted and thus so do the card companies.
Oct 18, 2018, 2:21 am
#1342
Join Date: Jun 2017
Posts: 56
Hi all, not to stoke the fire, but what is wrong with expecting a few 1000 Avios for our troubles?
You can see many examples of people getting Avios for a TV on their flight not working, Avios for a broken seat, Avios because no meal was offered, etc.
We booked 2 separate trips during this window and received the email that our details was compromised. Our bank cancelled my card, and did not even give us the option to not cancel it.
We never received an email about this protection card thingy that people are talking about.
Although we were not financially affected, it was a pain to go on holiday twice, with no credit card, and only using debit.
I read and heard many stories of people being greatly affected, and this is surely worse than a broken TV on a 5-hour flight?
If you get x amount of Avios for that, surely you should get a taken amount for this, as an apology? Considering BA could have prevented this.
I will accept 50 000 Avios as an apology, for each breach, so 100 000 will do nicely :-)
i can hope...
You can see many examples of people getting Avios for a TV on their flight not working, Avios for a broken seat, Avios because no meal was offered, etc.
We booked 2 separate trips during this window and received the email that our details was compromised. Our bank cancelled my card, and did not even give us the option to not cancel it.
We never received an email about this protection card thingy that people are talking about.
Although we were not financially affected, it was a pain to go on holiday twice, with no credit card, and only using debit.
I read and heard many stories of people being greatly affected, and this is surely worse than a broken TV on a 5-hour flight?
If you get x amount of Avios for that, surely you should get a taken amount for this, as an apology? Considering BA could have prevented this.
I will accept 50 000 Avios as an apology, for each breach, so 100 000 will do nicely :-)
i can hope...
Oct 18, 2018, 4:41 am
#1343
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,778
Dear X
Many thanks for your further email. I'm sorry for the delay in responding.
I completely understand why you feel so strongly about the data theft and the impact it has had on you. I appreciate why you feel we should offer compensation in light of this. Unfortunately, this isn’t something I can arrange.
It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please let me know. If you believe this is the case, please provide the information requested in my previous email and we will get back to you as soon as possible.
Thanks again for taking the time to contact us. We value your support as a Gold Executive Club member and do hope that, despite what's happened, we have the opportunity to welcome you on board again soon. If there's anything else I can help with please let me know.
Best regards
••••• •••••••
British Airways Customer Relations
Many thanks for your further email. I'm sorry for the delay in responding.
I completely understand why you feel so strongly about the data theft and the impact it has had on you. I appreciate why you feel we should offer compensation in light of this. Unfortunately, this isn’t something I can arrange.
It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please let me know. If you believe this is the case, please provide the information requested in my previous email and we will get back to you as soon as possible.
Thanks again for taking the time to contact us. We value your support as a Gold Executive Club member and do hope that, despite what's happened, we have the opportunity to welcome you on board again soon. If there's anything else I can help with please let me know.
Best regards
••••• •••••••
British Airways Customer Relations
Last edited by Prospero; Oct 18, 2018 at 5:44 am Reason: Remove staff name per FT rules
Oct 18, 2018, 4:43 am
#1345
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,873
Dear X
Many thanks for your further email. I'm sorry for the delay in responding.
I completely understand why you feel so strongly about the data theft and the impact it has had on you. I appreciate why you feel we should offer compensation in light of this. Unfortunately, this isn’t something I can arrange.
It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please let me know. If you believe this is the case, please provide the information requested in my previous email and we will get back to you as soon as possible.
Thanks again for taking the time to contact us. We value your support as a Gold Executive Club member and do hope that, despite what's happened, we have the opportunity to welcome you on board again soon. If there's anything else I can help with please let me know.
Best regards
••••• •••••••
British Airways Customer Relations
Many thanks for your further email. I'm sorry for the delay in responding.
I completely understand why you feel so strongly about the data theft and the impact it has had on you. I appreciate why you feel we should offer compensation in light of this. Unfortunately, this isn’t something I can arrange.
It is important to us that you’re not left out of pocket as a consequence of the data theft so, if you have suffered any direct financial loss that has not been covered by your bank or card provider or relevant insurance policy, please let me know. If you believe this is the case, please provide the information requested in my previous email and we will get back to you as soon as possible.
Thanks again for taking the time to contact us. We value your support as a Gold Executive Club member and do hope that, despite what's happened, we have the opportunity to welcome you on board again soon. If there's anything else I can help with please let me know.
Best regards
••••• •••••••
British Airways Customer Relations
Last edited by Prospero; Oct 18, 2018 at 5:45 am Reason: Amend quotation
Oct 18, 2018, 4:46 am
#1346
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,778
I would hazard a guess from the response I received above that the cut and paste replies are on their way to your inboxes shortly.
My email to them had not requested any financial compensation.....
My email to them had not requested any financial compensation.....
Oct 18, 2018, 5:36 am
#1347
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,395
Interesting !
Should anyone be in any doubt that the cut & paste squad is alive and well ...... fear not !
Last edited by Prospero; Oct 18, 2018 at 5:48 am Reason: Remove reference to named staff member
Oct 20, 2018, 5:30 am
#1348
Join Date: Apr 2013
Posts: 67
I've had somewhat of a nightmare with flights over the weekend which was ultimately due to this BA hacking.
I booked BA redemption flights from UK > Spain using my AMEX.
I booked Iberia economy flights from Spain > UK using my AMEX.
Once the BA hack happened, I received an email stating I'd been one of the unlucky ones. I cancelled my AMEX and ordered a replacement card, just to be safe. The new AMEX card hadn't arrived by the time I flew out to Spain. I had disposed of the old cancelled card.
I went to check in to my Iberia flight back to the UK on the weekend, and was told the system had flagged that I must show the physical card to check-in. Iberia were not willing to waive this rule at all. A long story short, they refused to let me board the plane.
I had to pay £300 to get a last minute EasyJet flight to a different London airport, and then arrange to get from Gatwick to Heathrow.
All in all, it's cost me around £400 and a headache. I'm sure it's going to be a huge hurdle to try and get BA to pay the £400 also, so I've written it off as a life lesson.
I booked BA redemption flights from UK > Spain using my AMEX.
I booked Iberia economy flights from Spain > UK using my AMEX.
Once the BA hack happened, I received an email stating I'd been one of the unlucky ones. I cancelled my AMEX and ordered a replacement card, just to be safe. The new AMEX card hadn't arrived by the time I flew out to Spain. I had disposed of the old cancelled card.
I went to check in to my Iberia flight back to the UK on the weekend, and was told the system had flagged that I must show the physical card to check-in. Iberia were not willing to waive this rule at all. A long story short, they refused to let me board the plane.
I had to pay £300 to get a last minute EasyJet flight to a different London airport, and then arrange to get from Gatwick to Heathrow.
All in all, it's cost me around £400 and a headache. I'm sure it's going to be a huge hurdle to try and get BA to pay the £400 also, so I've written it off as a life lesson.
I made my bank aware of the issue, and they refunded the original Iberia flight cost which was £150 for the flights I could not use. I'm not sure if that voids my complaint now, however £150 is better than nothing I guess.
Oct 20, 2018, 6:44 am
#1349
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,902
BA have not yet replied to my complaint regarding the above. It's been 3 weeks so far.
I made my bank aware of the issue, and they refunded the original Iberia flight cost which was £150 for the flights I could not use. I'm not sure if that voids my complaint now, however £150 is better than nothing I guess.
I made my bank aware of the issue, and they refunded the original Iberia flight cost which was £150 for the flights I could not use. I'm not sure if that voids my complaint now, however £150 is better than nothing I guess.
Oct 20, 2018, 4:28 pm
#1350
Suspended
Join Date: Jun 2017
Posts: 27
Hi there,
I made two bookings through the affected period, and am now on the second cut and paste job from BA.
I returned home tonight to get 'the Lloyds letter' advising my card would be blocked, just as I go to NZ and Fiji (and during the period the hotels will be taking deposits off my card), with a replacement arriving 5 working days later (too late). OK, I realise it's Lloyds bizarre logic to issue a card 5 w.d. after cancellation, but this is all due to BA. I cancelled my card first time around voluntarily and already lost a pile of potential avios/spend towards upgrade/0%.
I am, quite frankly, absolutely disgusted at BA. I listed a pile of (theoretical) costs and all the details they asked for in the first email (which most they could have found out themselves anyway) and have basically been told where to go as it's not actual real 'fraud' costs. Enough is enough. I fail to see how a company like BA can get away with this.
I really resent having to join a class action... but I'm not letting this go. What choice do I have?
I'm just shocked a company can behave so badly. What's the best class action to join?
Thanks for reading,
P
I made two bookings through the affected period, and am now on the second cut and paste job from BA.
I returned home tonight to get 'the Lloyds letter' advising my card would be blocked, just as I go to NZ and Fiji (and during the period the hotels will be taking deposits off my card), with a replacement arriving 5 working days later (too late). OK, I realise it's Lloyds bizarre logic to issue a card 5 w.d. after cancellation, but this is all due to BA. I cancelled my card first time around voluntarily and already lost a pile of potential avios/spend towards upgrade/0%.
I am, quite frankly, absolutely disgusted at BA. I listed a pile of (theoretical) costs and all the details they asked for in the first email (which most they could have found out themselves anyway) and have basically been told where to go as it's not actual real 'fraud' costs. Enough is enough. I fail to see how a company like BA can get away with this.
I really resent having to join a class action... but I'm not letting this go. What choice do I have?
I'm just shocked a company can behave so badly. What's the best class action to join?
Thanks for reading,
P
