British Airways was forced to apologize on Friday after the credit card details of hundreds of thousands of its customers were stolen over a two-week period in the worst ever cyber-fraud attack on its website and app.
The airline discovered on Wednesday that bookings made between Aug. 21 and Sept. 5 had been infiltrated in a “very sophisticated, malicious criminal” attack, BA Chairman and Chief Executive Alex Cruz said. It immediately contacted customers when the extent of the cyber-fraud became clear.
Around 380,000 card payments were compromised, the airline said, with hackers obtaining names, street and email addresses, credit card numbers, expiry dates and security codes – sufficient information to steal from accounts.
The attack came 15 months after the carrier suffered a massive computer system failure at London’s Heathrow airport, which stranded 75,000 customers over a holiday weekend.
Shares in BA’s parent, International Airlines Group, fell 3 percent in early deals on Friday.
Cruz said the carrier was “deeply sorry” for the disruption caused by the sophisticated crime, which was unprecedented in the more than 20 years that BA had operated online.
He said the attackers had not broken the airline’s encryption but did not explain exactly how they had obtained the customer information.
British Airways informed customers affected by the cyber-fraud on Thursday, Cruz said. It advised them to contact their bank or credit card provider and follow their recommended advice. It also took out ads in national newspapers on Friday.
Cruz said anyone who lost out financially would be compensated by the airline.
“The moment we found out that actual customer data had been compromised that’s when we began an all-out immediate communication to our customers, that was the priority,” he said.