Just days following Kay Pedersen's hotel reservation in Chiang Mai, Thailand, via Booking.com, she received a troubling email. The email, poorly written in broken English, warned her of "malicious activities" within her account.
Subsequently, Kay and her husband, Steven, encountered issues. Steven noticed unauthorized reservations at different hotels, prompting them to report the fraudulent activity to Booking.com. In response, Booking.com cancelled all their bookings, including the one in Chiang Mai. Despite their immediate action, restoring their original reservation proved challenging. While Booking.com eventually reinstated the reservation, the new rate was more than double the original.
The Pedersens are not isolated cases. A recent surge in hacking incidents has targeted travellers. Criminals reportedly obtained Booking.com passwords through its internal messaging system. Loyalty program accounts and other online travel agencies have also been popular targets.
The susceptibility of travel accounts to attacks is attributed to the wealth of sensitive information they hold, including passports, driver’s licenses, and travel dates. Caroline McCaffery, CEO of ClearOPS, underscores the importance of safeguarding this information.
To mitigate the risk of hacking, travellers can employ several strategies:
1. Utilize two-factor authentication, preferably through an authenticator app, to enhance security.
2. Enable login notifications to receive alerts of any unauthorized account access.
3. Avoid reusing passwords and opt for strong, unique passwords for each account. Password management services like Google Password Manager can be helpful.
4. Exercise caution when using public Wi-Fi networks, and employ a Virtual Private Network (VPN) for added security.
However, travellers themselves also contribute to the problem by sharing excessive personal information and falling victim to phishing scams. Bob Bacheler, managing director of Flying Angels, highlights the risks associated with oversharing on social media and with unknown websites.
Phishing, in particular, remains a prevalent method for hacking attempts. Albert Martinek, a customer cyber threat intelligence analyst at Horizon3.ai, emphasizes the dangers of clicking on suspicious links.
The Pedersens' case underscores the challenges travellers face in resolving hacking incidents. While Booking.com investigated and secured their account, the couple endured uncertainty regarding their hotel reservation.
Ultimately, responsibility for addressing these security concerns lies with the companies that handle travellers' data. Implementing passwordless authentication systems like Passkeys could offer a solution to mitigate hacking risks. However, until travel companies prioritize safeguarding personal information, travellers will continue to bear the consequences.