So the BA Call Centre Agent can see my search history
May 6, 2019, 2:50 am
#1
Original Poster
Join Date: Nov 2000
Location: London
Programs: BAEC Silver, Vietnam Airlines Lotusmiles Platinum
Posts: 2,374
So the BA Call Centre Agent can see my FLIGHT search history
I called to enquire about an Avios Redemption that I cannot find availability on, and CX want over 700 quid for a 2 hour flight and the agent mentioned that she could see that I have been searching for this.
So I asked her her if she could see my online searches, and she said 'Yes'
I'm a bit surprised by this. Firstly I would have thought that BA's It would be incapable of this.
Secondly I would be surprised if this wasn't somehow a GDPR violation somehow?
So I asked her her if she could see my online searches, and she said 'Yes'
I'm a bit surprised by this. Firstly I would have thought that BA's It would be incapable of this.
Secondly I would be surprised if this wasn't somehow a GDPR violation somehow?
Last edited by Cris L; May 6, 2019 at 3:13 am
May 6, 2019, 2:53 am
#2
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,888
When you sign in to ba.com don’t you also see the “My recent searches and shortlist” table? It’s probably not a surprise a ba agent can also see it.
whats the gdpr violation specifically?
whats the gdpr violation specifically?
May 6, 2019, 2:54 am
#3
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,735
Well BA could probably work out your inside leg measurement given all the information it holds on you. And you can ask BA to delete this information if you wish. But are you aware your recent searches also show up on My Executive Club? Along with your most frequent bookings?
May 6, 2019, 3:09 am
#4
Original Poster
Join Date: Nov 2000
Location: London
Programs: BAEC Silver, Vietnam Airlines Lotusmiles Platinum
Posts: 2,374
I am aware that these do show up in your recent search list.
Except for the fact that I have specifically not authorised this retention as is offered by either the app or website. I don't recall.
I know that I can't see the searches in the app.
Except for the fact that I have specifically not authorised this retention as is offered by either the app or website. I don't recall.
I know that I can't see the searches in the app.
May 6, 2019, 3:13 am
#6
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,888
May 6, 2019, 3:16 am
#8
Original Poster
Join Date: Nov 2000
Location: London
Programs: BAEC Silver, Vietnam Airlines Lotusmiles Platinum
Posts: 2,374
May 6, 2019, 3:18 am
#9
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,888
i know nobody reads them and just clicks accept, but they are there
May 6, 2019, 5:15 am
#11
Join Date: Mar 2014
Location: Leicestershire / Dubai
Programs: BA Silver, Marriott Bonvoy Titanium Elite & Lifetime Gold, Heathrow Rewards Premium, Tesco Clubcard
Posts: 659
I had the same on a UUA open jaw booking I was making the other day. Call centre staff transferred me to another dept and the new agent answered and said "I believe you're looking for flights to XYZ on the dates of XYZ". I said the dates were wrong but asked how they got this and they said they looked at my search history.
And to the OP: No, GDPR has nothing to do with this. It's not personally identifiable information and you are discussing your BA search history with BA themselves.
And to the OP: No, GDPR has nothing to do with this. It's not personally identifiable information and you are discussing your BA search history with BA themselves.
May 6, 2019, 5:27 am
#12
Join Date: Jun 2005
Location: KSA
Programs: BA LTG, UA Gold, EK Silver, Hilton LT Diamond, Marriott LT Titanium, IHG Plat
Posts: 1,241
You need to be careful with your assertions re PII. It's quite possible a pattern of searches on certain topics, when correlated with other things can lead to the identification of a person. Whilst most people think PII is a name, phone number it can be much more and way more abstract (it could just be the way you search) and you can tell this just by what google and other search engines know about you. A veritable minefield for sure.
May 6, 2019, 5:29 am
#13
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,016
Frankly, I would be delighted if I could see my own flight search history reliably and consistently across online and app …. 
May 6, 2019, 5:37 am
#14
Join Date: Aug 2013
Posts: 8,751
Excuse me? I hope your job doesn’t involve handling any personal data, as you clearly have no idea about the GDPR.
May 6, 2019, 7:15 am
#15
Join Date: Mar 2014
Programs: BAEC Gold, IHG Spire Elite
Posts: 289
Weirdly, it's become my standard mode of operation to search for exactly the flights I want online while logged in, before phoning BA to book (if my plans are a smidgeon more complicated than I can achieve online).
I know they'll look at my search history and it gives a great starting point, instead of having to dictate all airports, dates and times from scratch.
I know they'll look at my search history and it gives a great starting point, instead of having to dictate all airports, dates and times from scratch.