Delta Locks Frequent Flyer Accounts Over Security Concern

In Harrisburg, Pennsylvania, travelers planning to fly with Delta Air Lines may find their frequent flyer accounts locked before arriving at the airport. This situation arises from security concerns noticed earlier in the week, leading the airline to restrict access for some customers, as reported by WHTM.

The problems reportedly stem from potential security breaches identified last week. Journalists experiencing issues while attempting to log in for Sunday flights found themselves unable to access their accounts or reset their passwords.

This situation adds to Delta’s recent challenges, including the cancellation of approximately 1,000 flights over the weekend due to storms affecting their Atlanta hub. Sources within the airline’s booking centers confirmed that agents were aware of security issues impacting a segment of customers early in the week, resulting in locked accounts.

They mentioned that affected customers would need to verify their identity by uploading a government-issued ID, like a driver’s license. This was necessary for those who were impacted. The process is taking time as multiple customers are likely dealing with similar issues. If the problem isn’t resolved quickly, additional help over the phone may be required.

A company spokesperson assured that the Delta SkyMiles account remains secure, explaining that they periodically ask customers to reset their account credentials for added security. SkyMiles is Delta’s frequent flyer program.

Later that day, another agent pointed out that around 68,000 customers were affected by these account locks. Although this figure represents a small fraction of the 130 million SkyMiles members, concerns about whether accounts had been compromised lingered.

Two cybersecurity experts raised questions about the lack of communication from Delta to the affected customers. Jonathan Weissman from the Rochester Institute of Technology expressed surprise at the decision not to notify customers promptly about their locked accounts. He commented that while account locking is a protective measure, not informing users can lead to confusion.

Weissman added that companies typically encourage customers to take action after an incident but usually ensure they are made aware right away. Another expert, Scott Schober, echoed this sentiment, suggesting that Delta could at least inform customers of the situation and follow up with more detailed information as it becomes available.

After assistance was provided to upload a driver’s license, the password reset process still didn’t succeed for some. However, other attempts to reset the password worked, ultimately allowing one reporter to log into their account successfully.

Despite these issues, Delta Air Lines maintains a reputation for quality service and typically scores well in customer satisfaction surveys.