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. It has secured refund commitments from a number of holiday firms, including Love Holidays,, Virgin Holidays, Tui UK, Sykes Cottages and Vacation Rentals, although in recent days the Guardian has heard from a consumer who is still waiting for their money.The calls took place between the 10 April 2016 and 10 August 2016. The CMA has written to more than 100 package holiday firms to remind them of their obligations to comply with consumer protection law. Thursday’s announcement is the latest action by the watchdog in relation to holiday cancellations and refunds. “We’ll be engaging with Teletext to establish whether the law has been broken and will take further action if necessary.”Ī spokesperson from Truly Travel which operates the Teletext Holidays brand said: “Despite the adverse conditions that the travel industry faces and the lack of industry-specific support provided by the government, the business continues to work hard to process refunds as quickly as possible and will work closely with the CMA in order to reach a satisfactory outcome for all our customers as quickly as possible.” Andrea Coscelli, the chief executive of the CMA, said: “We understand that the pandemic is presenting challenges for travel businesses, but it is important that the interests of consumers are properly protected and that businesses comply with the law.
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