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British Airways has tonight admitted that the airline has been subject to a huge data breach – potentially impacting hundreds of thousands of passengers. The following is the latest official information (as of 21:40 on the 6th September 2018) about the BA data hack:
Customer data theft
We are investigating, as a matter of urgency, the theft of customer data from our website and our mobile app the stolen data did not include travel or passport details.From 22:58 BST August 21 2018 until 21:45 BST September 5 2018 inclusive, the personal and financial details of customers making bookings on our website and app were compromised.The breach has been resolved and our website is working normally. We have notified the police and relevant authorities.We are deeply sorry for the disruption that this criminal activity has caused. We take the protection of our customers’ data very seriously.We are investigating, as a matter of urgency, the theft of customer data from our website and our mobile app. The stolen data did not include travel or passport details.
From 22:58 BST August 21 2018 until 21:45 BST September 5 2018 inclusive, the personal and financial details of customers making bookings on our website and app were compromised.
The breach has been resolved and our website is working normally. We have notified the police and relevant authorities.
We are deeply sorry for the disruption that this criminal activity has caused. We take the protection of our customers’ data very seriously.
What to do if you have been affected
If you believe you have been affected by this incident, then please contact your bank or credit card provider and follow their recommended advice. Please check back here for further updates, we will be updating this page.
BA has also published some answers to frequently asked questions.
BA data hack faqs
How do I know if I have been affected?
This relates to customer bookings made from 22:58 BST August 21 2018 to 21:45 September 5 2018 inclusive. We will be contacting affected customers directly to advise them of what has happened and are advising them to contact their banks or credit card providers and follow their recommended advice.
Will there be any compensation?
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. We will be contacting customers and will manage any claims on an individual basis.
What data has been lost?
The personal and financial details of customers making bookings on ba.com and the airline’s mobile app were compromised. No passport or travel details were stolen.
How do I reset my ba.com password?
Click the Forgotten Pin/Password link on the top right-hand corner of the ba.com homepage.
We recommend you choose a unique password that you do not use for any other online account.
Should I call my bank or cancel my credit cards?
We recommend you contact your bank and follow their recommended advice.
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.
Bottom line
Given that the BA data hack is breaking news, it’s difficult to get any further clarifications from the airline at this time. There are still lots of questions to be answered and I’m sure many readers are concerned about whether they might have been impacted. We’ll do our best to get clear answers as soon as possible.
What do you think about the data breach?
thank you for alerting this to us joe.
i have been reading about this quite a bit recently. many people are affected :(.
BA were incredibly limited in the information that they initially, as well as subsequently issued. As someone who was affected, by purchasing and flying during the period affected, I largely just felt that I was fobbed off to my card issuer. BA have ‘guaranteed’ that no customer will be out of pocket but some of the resultant problems aren’t particularly easy to cost – as well as provide evidence for.
BA would ideally allow affected customers to speak with BA staff, so that they could potentially get help and support for the problems. I was lucky that I returned from being outside of the UK just after my card details were hacked – if I’d been stranded overseas without full access to finance, then it it would have been a complete nightmare. As it was, I was unable to book further BA flights until I returned to the UK – by which time the flight options had altered and ticket prices had increased. It was especially problematic as my BA Exec Club year ended on September 8th.
In any event, most card issuers do not provide a facility for rapid card reissue and delivery, so it also meant that subsequent travel / life in general, was inconvenienced as well as other costs increased, such as for hotel bookings.
BA ought to offer some general compensation plan for all affected customers – such as £10,000, for major inconvenience, additional costs and distress caused – it might dent their profits somewhat but could retain some level of goodwill. As it stands, I feel that I’m being treated as if I’ve made a complaint, as they’ve automatically opened a complaint-type report in my name. Way to keep your loyal customers feeling respected and valued!