![]() It is common for malicious hackers to sell databases containing personal data on underground forums, where it can be merged with additional personal details to create a full identity profile. Personal data, such as email addresses and dates of birth, can prove valuable information for online criminals. Security implications of Teletext Holidays data breach In the exposed data, approximately 9,000 phonecalls are accompanied with text transcripts, potentially making it easier for a malicious hacker to scrape for personal data. In February 2016, Teletext Holidays implemented the natural language artificial intelligence analytics system to turn call centre conversations into text. ![]() Verdict asked Teletext to confirm if the exposed data related to a project with Indian technology company Zen3, which Teletext Holidays said “is not the case”. The customer calls appear to have been recorded as part of a call centre analytics project. In addition to the audio files, Verdict discovered 9,000 VTT files – a format for providing captions to audio files. The files were stored in a data repository titled ‘speechanalytics’. In another, a couple is placed on hold for several minutes, during which they discuss whether to go ahead with the booking, before whispering “I’m going to hang up”. In one, a mother can be heard trying to calm her crying children while she waits. In some calls heard by Verdict, Teletext customers continued to be recorded while put on hold, with Verdict hearing couples talking privately among themselves. “The company is taking all appropriate steps to ensure that this situation does not occur in the future.” Customers recorded while on hold “We are in the process of reporting the matter to the ICO, and we will fully comply with our wider legal obligations. ![]() In a statement, a Truly Travel spokesperson (trading as Teletext Holidays) spokesperson said: Teletext Holidays removed all 532,000 files almost immediately after Verdict notified the company. ![]() The names and dates of birth of accompanying passengers, such as partners and children, can also be heard. In a very small number of calls, Verdict heard customers begin to say their card number out loud, before the call centre operator interjects. Instead of saying their card number and three-digit security number, customers type them into the keypad – protecting the most serious financial information. This includes the type of card, name on card and expiry date. In conversations where a holiday is booked, customers also tell the Teletext Holidays employees partial card details. In recordings heard by Verdict, customers can be heard booking holidays, amending bookings, enquiring about trips and making complaints.ĭetails about each holiday, including flight time, location and cost, can also be heard. They range from a few minutes to up to an hour and, based on accents, appear to involve UK customers. As well as this, in 2021 the website was closed, no longer taking bookings.The calls took place between the 10 April 2016 and 10 August 2016. In 2009, Teletext Holidays announced it would shut down its information service on analogue and digital television by the year's end. Truly Travel, Teletext Holidays’ Travel Agent partner has offices in London alongside a customer call center and additional back office support, including marketing operations, based in Hyderabad and editorial team in Noida, India. Teletext Holidays is headquartered in Richmond, London. The company ceased trading as of 29 October 2021. Teletext Holidays was a British travel company that specialized in the sale of short and long haul beach holidays, city breaks, UK getaways and cruises.
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