British Airways suspending Executive Club accounts after suspected hacking attack

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• James Hartman says:

  27 Mar27 March 16:52

  This has just happened to my BAEC account too. Except that I have received no email from BA advising what they have done.
  I contacted Exec Club by phone and spoke to a lady who advised that she has received an email from one of the BA back office teams advising that customers must go through data protection over the phone and change their online password. The lady within Exec Club has emailed this back office team back to tell them that I have done all of this and apparently they will reinstate my Avios to my account ‘shortly’.
  Does anybody know how long this takes, as I am talking a relatively large amount of Avios here.

• 1967stuart says:

  27 Mar27 March 17:31

  Mine also locked out (and so were my wife and children’s accounts)
  Spoke to a really helpful person. Seems that BAEC has locked down all accounts that had activity in the past few months (as a general precaution / audit) following a few people who had their accounts hacked when they got caught out by a fake email asking them to reset their passwords (or at least that is what he told me).
  So they have manually wiped out the points to stop them being hacked by the real hackers whilst they complete the audit and then ask people to change their account details and log in etc

  • pol says:

    27 Mar27 March 18:29

    except I have no activity on mine since September 2014 so not sure why mine was frozen!

• Andy says:

  27 Mar27 March 18:34

  Well that’s what’s happened to me then – my account and my wife have been zeroed but its really frustrating because I need to book flights for Easter 2016 soon so I hope they reinstate shortly. I’ve changed our passwords online and can get in but just see the Ex-gratia deduction. If they have done this for everyone, hopefully they will be running a job to reinstate points once you change your password.

  Can’t get through on the phone – says they are experiencing “extremely’ high call volumes!

• Mikee says:

  27 Mar27 March 18:45

  Same for me too…..zero avios balance due to “ex gracia” payment.

  Silver line permanently engaged

  • Peter Bambridge says:

    27 Mar27 March 19:30

    Unfortunately, I am also the same = 0 balance !
    Also can’t reach anyone at BA !
    Not happy !

• Chris says:

  27 Mar27 March 19:01

  Just received an email and so have reset password. Balance is zero so waiting to see what happens.

  • Mark P says:

    27 Mar27 March 19:12

    Yep, in the same situation as Chris.

• Simon says:

  27 Mar27 March 19:18

  Same problem. Account is zeroed and I do not use any third party programs to access my BA EC account. Lines are down and no way to contact. Clearly they are being swamped with this. Must be a lot of people affected.

• Bruce M says:

  27 Mar27 March 19:24

  Ex – Gracia payt so my Avios is down to 0 – been on hold for 30 mins – about to give up and try later

• mkcol says:

  27 Mar27 March 19:28

  So I get the following email from BAExecutiveClub_GB@my.ba.com which isn’t a “normal looking” email address for BA & they ask me to click a link in it – don’t think so!! That looks more dodgy than anything!

  Dear Customer

  British Airways has become aware of some unauthorised activity in relation to your Executive Club account.

  This appears to have been the result of a third party using information obtained elsewhere on the internet, via an automated process, to try to gain access to your Executive Club account.

  We understand this was login information relating to a different online service which you may have also used to access your Executive Club account.

  We would like to reassure you that, although it does appear that the login attempt was successful, at this stage we are not aware of any access to any subsequent information pages within your account, including your flight history or payment card details.

  We have now locked down your online account to protect it from further access. As part of the lock-down process we have also changed your password and you will need to reset it before you are able to use your account.

  Please click here and follow the password reset process.

  If you use the same login details for your Executive Club account as you do for your online accounts with any other organisations, we would also recommend that you change the passwords for these accounts, as well as exercising vigilance regarding any unusual or suspicious use of your personal data.

  For a short period of time, as a precaution, we have also suspended the use of Avios on your account. We will let you know when this suspension period is over.

  In the meantime, however, if you wish to spend your Avios please contact us via your local Executive Club service centre. We will be able to reactivate your account by asking you some additional security questions.

  We are sorry for the concern and inconvenience this matter may have caused you and would like to reassure you that we are taking this incident seriously.

  British Airways Executive Club team

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