Delta locks some customer accounts over security concern: What to know
Share this @internewscast.com

HARRISBURG, Pa. (WHTM) — If you have a flight with Delta Air Lines coming up, it might be a good idea to ensure you can access your frequent flier account before heading to the airport.

The airline has restricted access to some customers’ frequent flier accounts due to cybersecurity concerns identified earlier in the week and did not immediately inform those customers. This information was given by two different reservation agents on separate occasions on Saturday to an affected customer, a reporter for Nexstar’s WHTM.

The possible security breach occurred last week, according to the details provided. The reporter encountered the issue on Saturday while attempting to log into the airline’s system to check in for a flight planned for Sunday. The login was unsuccessful, as was an attempt to reset the password.

This previously unreported issue occurred while Delta also worked to recover from a severe storm at its Atlanta hub, which caused the airline to cancel nearly 1,000 flights Friday and Saturday.

The reporter called the airline’s reservations center, where an agent immediately recognized the problem and said a known issue, regarding concerns about a potential security breach, had impacted a large number of customers earlier in the week, and those customers’ accounts had been locked. The agent said the customer, like others impacted, had to upload a photo of a valid government ID (such as a driver’s license) to verify his identity.

The agent helped the reporter navigate to a form on the airline’s website through which the photo could be uploaded. She said because of the large number of customers impacted, the requests were taking time to address; the reporter could call back later for further manual assistance over the phone if the issue wasn’t addressed in time.

“Delta SkyMiles accounts are secure,” a company spokesperson said in a statement, responding to questions about the issue. SkyMiles is the airline’s frequent flier program. “As we do occasionally, out of an abundance of caution, we reset credentials for accounts and ask that customers verify them with us to maintain security of the accounts. We apologize for any inconvenience this might cause.”

A different agent later in the day, assisting the reporter further, also recognized the issue immediately and said about 68,000 customers had been impacted. The spokesperson declined to comment further.

The 68,000 customers would represent fewer than 1% of Delta’s approximately 130 million SkyMiles members, and it was unclear whether any accounts had actually been breached, as opposed to whether, for example, hackers had unsuccessfully attempted to breach the airline’s systems.

But two security experts said the airline’s handling of the issue — locking customer accounts but not immediately notifying the impacted customers that they should attempt to reset their account credentials to regain access — was unusual.

“This is the first time I’ve ever heard of a company doing something like this without notifying customers,” Jonathan Weissman, a principal lecturer at the Rochester (New York) Institute of Technology’s cybersecurity department, said Saturday night. “It makes no sense that they would lock the accounts and not tell the customers that the accounts have been locked.”

Weissman said companies often require customers to reset their passwords, even after successfully blocking hackers from accessing an account, but they typically notify customers immediately when that happens so the customers can address the issue calmly and at their convenience rather than when they have an immediate need to access the company’s website or app.

“Locking the accounts is a good, safe measure,” Weissman said of Delta’s initial step. “But not communicating that fact to the affected customers can cause mass confusion and problems with people boarding flights eventually. The information should be forthcoming from [Delta], not in response to questions from customers.”

Weissman said it’s possible the airline doesn’t know the extent of the issue, but if it knew enough to lock the accounts, it should have notified customers of that action and their need to set new passwords at the same time.

Another cybersecurity expert, also speaking Saturday night, agreed.

“They need to come clean and do their best job of notifying everybody affected,” said Scott Schober, CEO of a New Jersey-based cybersecurity company called BVS and author of several books about cybersecurity. “At a minimum, they could alert you so you can take action, and then provide more information as they learn it.”

Less than half an hour after the first agent helped the reporter navigate the process of uploading the photo of his driver’s license, he received this message:

(WHTM)

But the password reset didn’t work. The reporter called and spoke with another agent who was also familiar with the issue and was able to help successfully reset the password, resulting in a successful account login.

Delta is generally well-regarded among U.S. airlines, sometimes ranking higher than all others in customer surveys and analyses of metrics such as airline punctuality.

Share this @internewscast.com
You May Also Like
ALDOT cooperating with investigators following shooting that led to Kimber Mills' death in central Alabama

ALDOT Collaborates with Authorities in Investigation of Fatal Shooting of Kimber Mills in Central Alabama

On Sunday morning, a tragic shooting occurred during a bonfire gathering in…
California police officer struck and killed by car while stopping to help driver

Tragic Loss: California Officer Fatally Struck While Heroically Assisting Stranded Driver

The La Mesa Police Department is grieving the loss of one of…
Miami Heat's Terry Rozier, Portland coach Chauncey Billups arrested in FBI probe

FBI Investigation Leads to Arrests of Miami Heat’s Terry Rozier and Portland Coach Chauncey Billups

Charges against Rozier and Billups are tied to two significant cases: one…
Cornell student newspaper retracts artwork featuring Nazi symbols and bloodied Star of David

Cornell Newspaper Sparks Outrage with Retraction of Controversial Nazi Symbol Artwork

The student-run publication at Cornell University, The Cornell Daily Sun, recently faced…
Trump Team Eviscerates Schumer After He Tries to Deceive American People About Ballroom

Trump’s Team Criticizes Schumer’s Alleged Misrepresentation of Ballroom Details to the Public

How disconnected have the Democrats become? They’re prioritizing the protection of undocumented…
Suspect Keon King charged with murder in death of Philadelphia woman Kada Scott; new details revealed

Philadelphia Tragedy: Keon King Faces Murder Charges in Kada Scott’s Death – Latest Updates Unveiled

PHILADELPHIA — Keon King, the man initially arrested in connection with the…
Young girl who fell from Disney Dream cruise was too 'small' to set off man overboard alert: report

Report Indicates Young Girl’s Fall from Disney Dream Cruise Did Not Trigger Man Overboard Alert Due to Size Constraints

A tragic incident occurred when a 5-year-old girl fell 50 feet into…
Sonya Massey death: Jury shown autopsy photos as testimony continues in murder trial of former Illinois deputy Sean Grayson

Shocking Courtroom Revelations: Autopsy Photos Unveiled in Gruesome Murder Trial of Ex-Illinois Deputy

PEORIA, Ill. — On Thursday, the murder trial of former Sangamon County…
NYC socialist mayoral candidate Mamdani's 911 plan called 'worst idea' by former NYPD

Former NYPD Criticizes NYC Mayoral Candidate Mamdani’s Controversial 911 Reform Proposal

Mamdani calls for ‘reorganizing’ NYPD 911 response In a mayoral debate held…
Watch: Pritzker Shows Us Who He Really Is in Response to Important Question on ICE Actions in Chicago

Pritzker’s Candid Response to Crucial ICE Query in Chicago: What You Need to Know

Recently, Chicago has been a focal point of heightened tensions as federal…
Security at California Coast Guard base opens fire on U-Haul truck posing 'direct threat'

California Coast Guard Base Incident: Security Neutralizes ‘Direct Threat’ from U-Haul Truck

On Thursday night, shots were fired at a Coast Guard facility in…
East Chatham, Chicago man billed thousands for ambulance after alleged electric bike crash along S. Cottage Grove Ave.

Shocking Ambulance Bill: East Chatham Man Faces Thousands in Charges After E-Bike Crash on S. Cottage Grove Ave

In a surprising turn of events on Chicago’s South Side, a local…