Does data privacy equal no common sense?

Old Aug 18, 22, 1:19 am
  #1  
Original Poster
 
Join Date: Apr 2007
Location: Anywhere
Posts: 5,626
Does data privacy equal no common sense?

An observation, and a bit of a rant.

Iíve had several interactions with the GGL helpline in recent weeks.

Itís fair that for every new interaction, Iím asked to confirm my name, BAEC number, email address, first line of my address with postcode, and last 4 digits of my saved credit card and expiry date. After all BA is presumably extra cautious after the data breach incident of some years back.

But there was an occasion, while I was mid-conversation with someone, the line got abruptly terminated, I called back right after and spoke to the SAME person (who recognised me immediately, and was fully aware that the line was dropped barely 2 minutes earlier) - yet she required me to go through the rigmarole of repeating the same verification information.

And on another occasion, after hanging up the phone with another person, I noticed that he had typed my email address for a booking incorrectly (even though my email address was recorded correctly in my BAEC account, and I had earlier confirmed that he should use that for all booking related correspondences). So I immediately called back, and got through to the SAME person, who again recognised me (after all we only just spent the past 40 minutes in a conversation to make the booking). He clearly understood that heís made a typo error - yet required me to go through the same security verification the second time round before he would correct an error - that he had personally made!

Do operational procedures trump common sense these days?
carrotjuice is online now  
Old Aug 18, 22, 1:22 am
  #2  
 
Join Date: Oct 2019
Programs: BAEC Gold / OWE, Volare Executive / Skyteam Elite+
Posts: 575
It's possible all calls are recorded, and any call recording without identity confirmation could go against the agent if later a complaint were made or it was otherwise pulled for some kind of QA/audit/review.
drwook is offline  
Old Aug 18, 22, 1:25 am
  #3  
 
Join Date: Dec 2009
Location: LAS
Programs: DL DM/MM, BA GGL/CCR,/GFL, A3 Gold, JBU Mosaic, MilleMiglia, HHonors Diamond
Posts: 225
Originally Posted by carrotjuice View Post
An observation, and a bit of a rant.

Iíve had several interactions with the GGL helpline in recent weeks.

Itís fair that for every new interaction, Iím asked to confirm my name, BAEC number, email address, first line of my address with postcode, and last 4 digits of my saved credit card and expiry date. After all BA is presumably extra cautious after the data breach incident of some years back.

But there was an occasion, while I was mid-conversation with someone, the line got abruptly terminated, I called back right after and spoke to the SAME person (who recognised me immediately, and was fully aware that the line was dropped barely 2 minutes earlier) - yet she required me to go through the rigmarole of repeating the same verification information.

And on another occasion, after hanging up the phone with another person, I noticed that he had typed my email address for a booking incorrectly (even though my email address was recorded correctly in my BAEC account, and I had earlier confirmed that he should use that for all booking related correspondences). So I immediately called back, and got through to the SAME person, who again recognised me (after all we only just spent the past 40 minutes in a conversation to make the booking). He clearly understood that heís made a typo error - yet required me to go through the same security verification the second time round before he would correct an error - that he had personally made!

Do operational procedures trump common sense these days?
NO. Common sense is not a value of our times. (and not just for poor BA, which wishes these were its bigger issues)
Same grotesque experiences here, over and over. The tedious process is a reason for me being averse to calling, ending up forgetting to even use the jokers, some years
IkarosBOS is offline  
Old Aug 18, 22, 1:26 am
  #4  
 
Join Date: Dec 2009
Location: LAS
Programs: DL DM/MM, BA GGL/CCR,/GFL, A3 Gold, JBU Mosaic, MilleMiglia, HHonors Diamond
Posts: 225
duplicate post

Last edited by IkarosBOS; Aug 18, 22 at 1:28 am Reason: duplicate
IkarosBOS is offline  
Old Aug 18, 22, 1:26 am
  #5  
Original Poster
 
Join Date: Apr 2007
Location: Anywhere
Posts: 5,626
Originally Posted by drwook View Post
It's possible all calls are recorded, and any call recording without identity confirmation could go against the agent if later a complaint were made or it was otherwise pulled for some kind of QA/audit/review.
But surely, if someone audits the call, the agent could ďlinkĒ the current conversation to a previous one, furthermore it wouldíve been obvious from the conversation itself that itís a continuation of a conversation between the same people within a short space of time.
carrotjuice is online now  
Old Aug 18, 22, 1:34 am
  #6  
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: 55,881
Originally Posted by carrotjuice View Post
But surely, if someone audits the call, the agent could ďlinkĒ the current conversation to a previous one, furthermore it wouldíve been obvious from the conversation itself that itís a continuation of a conversation between the same people within a short space of time.
BA has been fined for data protection breaches. I'm quite sure that agents have been firmly instructed to do a full Know Your Client stage at the start of each contact, so there won't be any optionality on this. Can you imagine BA setting out a Work Instruction saying "oh but don't bother with all of the above if the line drops"? Now my telephone system seems a bit more robust than some other FTers, but on the one occasion I had a dropped line, the security questions second time around took a few seconds. Personally this issue is not not a ditch in which I would be prepared to expire.
arf04, PETER01, orbitmic and 11 others like this.
corporate-wage-slave is offline  
Old Aug 18, 22, 1:37 am
  #7  
Original Poster
 
Join Date: Apr 2007
Location: Anywhere
Posts: 5,626
Originally Posted by corporate-wage-slave View Post
BA has been fined for data protection breaches. I'm quite sure that agents have been firmly instructed to do a full Know Your Client stage at the start of each contact, so there won't be any optionality on this. Can you imagine BA setting out a Work Instruction saying "oh but don't bother with all of the above if the line drops"? Now my telephone system seems a bit more robust than some other FTers, but on the one occasion I had a dropped line, the security questions second time around took a few seconds. Personally this issue is not not a ditch in which I would be prepared to expire.
Itís silly from a customer experience point of view. Systems dictating behaviour, instead of designing systems and customer experience that work with the intended spirit of the policy.
carrotjuice is online now  
Old Aug 18, 22, 1:51 am
  #8  
 
Join Date: Mar 2009
Location: UK
Programs: BA Silver / Hilton Diamond / IHG Spire Ambassador / Marriot Bonvoy Gold
Posts: 2,093
It time they came up with a better system but I am full behind GDPR and data protection. The pressure should be to provide a system that is both secure and customer focused.

data protection protect me and I am grateful for it
arf04 and MatJarosz like this.
binman is offline  
Old Aug 18, 22, 2:09 am
  #9  
 
Join Date: Nov 2015
Location: London
Programs: BA Gold
Posts: 1,413
Originally Posted by binman View Post
It time they came up with a better system but I am full behind GDPR and data protection. The pressure should be to provide a system that is both secure and customer focused.

data protection protect me and I am grateful for it
Agreed. I donít like what they do now as I feel Iím gifting too much info to a random on the phone. A better system would be to offer digits from an authentication app.
dougzz is offline  
Old Aug 18, 22, 2:15 am
  #10  
Moderator: British Airways Executive Club, Marriott Bonvoy
 
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 14,625
Originally Posted by corporate-wage-slave View Post
Personally this issue is not not a ditch in which I would be prepared to expire.
Agreed. Re-doing security after a call-centre line drops is SOP nowadays, so it's really not worth singling out BA for a rant. Rather surprised the OP hasn't encountered this already elsewhere.

Originally Posted by carrotjuice View Post
I called back right after and spoke to the SAME person (who recognised me immediately, and was fully aware that the line was dropped barely 2 minutes earlier) - yet she required me to go through the rigmarole of repeating the same verification information.
Also bear in mind that your previous session with the agent would have been closed. Secure system design means that some personal information is not made available to the agent until you have 'cleared security' again with them, even if it's obvious who you are.
Oxon Flyer is offline  
Old Aug 18, 22, 2:17 am
  #11  
 
Join Date: Jan 2008
Posts: 3,513
Originally Posted by carrotjuice View Post
Itís silly from a customer experience point of view. Systems dictating behaviour, instead of designing systems and customer experience that work with the intended spirit of the policy.
Ēcommon senseĒ and ďspirit of the policyĒ are demonstrably non-objective, unlearnable, a recipe for inconsistency and inevitably will result in further data breaches.

I do think the process could be smoother but the idea that you donít need to re-verify is a non-runner. Not least because you are transferring the risk back to the staff member.
Kgmm77 is offline  
Old Aug 18, 22, 2:27 am
  #12  
 
Join Date: Aug 2008
Posts: 3,376
If you ring the DWP pension line more than once you will quickly realise that the security questions are always the same. Don’t do as I did once and answers the question before it’s asked, it will lead to tears and they won’t be one’s of joy!
choosethedrew, T8191 and Tocsin like this.
Greenpen is offline  
Old Aug 18, 22, 2:43 am
  #13  
 
Join Date: Dec 2014
Location: London, UK
Programs: BAEC Gold; *Silver
Posts: 708
I think the lack of common sense with the KYC questions comes when they ask for a heap of personal data to be sent over unsecured email. I am most certainly NOT going to email name, dob, passport number & expiry, address, etc to them.

They should send a link to a secure form where you input that data so they can proceed with your enquiry.
Kgmm77, wrp96, SamYeager and 2 others like this.
fluffymitten is offline  
Old Aug 18, 22, 3:53 am
  #14  
 
Join Date: Sep 2013
Location: London
Programs: BA Gold; FB Silver; SPG; IHG Gold
Posts: 2,418
Originally Posted by Kgmm77 View Post
Ēcommon senseĒ and ďspirit of the policyĒ are demonstrably non-objective, unlearnable, a recipe for inconsistency and inevitably will result in further data breaches.

I do think the process could be smoother but the idea that you donít need to re-verify is a non-runner. Not least because you are transferring the risk back to the staff member.
Agree- and I am notoriously anti compliance admin, red tape, bureaucracy etc. but sometimes your damned if you do and damned if you don't and irritating as this no doubt was, I wouldn't be critical of BA here (particularly noting their recent data breach).
South London Bon Viveur is offline  
Old Aug 18, 22, 4:29 am
  #15  
 
Join Date: Jan 2022
Programs: BAEC
Posts: 361
The data protection song and dance is nonsense. The lesson here is that if you want to modify, cancel or upgrade your cousin's colleagues' sister's former roommate's booking to first class, do it on the web. There you only need PNR and last name.

It's silly that I can't even just ask a general question unrelated to me or a specific booking on something like avios availibility on a given flight without giving a load of silly information. I once had to go through data protection 3 times on the same call: 1. to get the ball rolling and make changes to booking, 2. againwhen I got called back and 3. again on the call back to use a voucher that was attached to my name and BAEC number. This is a major reason that wait times have been so insane these last months, although things haave certainly gotten better lately.
jpezaris and carrotjuice like this.
RichieMc is offline  

Thread Tools
Search this Thread