AP (The Netherlands) - 10.12.2020 (Booking.com)
From GDPRhub
| AP - n/a | |
|---|---|
 | |
| Authority: | AP (The Netherlands) |
| Jurisdiction: | Netherlands |
| Relevant Law: | Article 33(1) GDPR |
| Type: | Investigation |
| Outcome: | Violation Found |
| Started: | |
| Decided: | 10.12.2020 |
| Published: | 31.03.2021 |
| Fine: | 475000 EUR |
| Parties: | Booking.com B.V. |
| National Case Number/Name: | n/a |
| European Case Law Identifier: | n/a |
| Appeal: | Not appealed |
| Original Language(s): | Dutch |
| Original Source: | Autoriteit Persoonsgegevens (in NL) |
| Initial Contributor: | n/a |
The Dutch Data Protection Authority Autoriteit Persoonsgegevens (AP) imposed a fine of 475,000 euros on Booking.com for reporting a data breach to the AP too late. Booking.com became aware of the data breach on 13 January 2019 but did not report it to the AP until February 7, which is 22 days too late.
English Summary
Facts
On 7 February 2019 Booking.com (Booking) submitted a data breach notification to the AP. An unknown person(s) gained access to the reservation system of Booking by pretending to be a Booking employee. About 40 accommodations in the United Arab Emirates Personal were affected. Personal data of guests from different EU and non-EU countries were exposed. Booking stated in the notification that they became aware of the breach on 10 January 2019, which triggered an AP investigation under Article 33(1) GDPR (obligation to notify the supervisory authority about a breach within 72 hours).
Booking maintains the reservation platform where the so called “Trip Providers” can offer accommodation, flights, car rentals and day trips to the users of Booking. These users have to give the contact-, reservation and payment data in order to complete the reservation. That information is then shared with the Trip Providers via Extranet, an online administration dashboard for reservations. Access to Extranet is secured: representatives of Trip Providers have to fill in a username, password and a “2FA pin code”.
This breach was a result of what is called by AP a social engineering attack: an unknown person contacted a Trip Provider by the phone and obtained a username, password and the “2FA pin code” necessary to access Extranet by pretending to be a Booking employee. Personal data of about 4109 guest got compromised, including first and last names, addresses, phone numbers, check-in and check-out dates, total price, price per night, reservation numbers, communication between hotels and guests, 283 credit card details with CVCs of about 97 of them.
Timeline on the incident. 19 December 2018 – social engineering phone call, start of the incident. 9 January 2019 – 1st email to Booking from accommodation 1. A guest of that hotel had been approached by email sent from a Hotmail account by a “reservation employee”. The “employee” had asked for he guest’s birth date, which was necessary to complete the payment. The night rate was mentioned in the email, a PDF with the reservation details was attached to the email. 13 January 2019 – 2nd notification from the same accommodation: another guest got a phone call from “Booking”, asking for the credit card information and other personal data. 20 January 2019 – 3rd notification from accommodation 1, reporting another phone call to a guest, the caller had asked for the credit card details. 20 January 2019 – accommodation 2 reports multiple notifications from guests. All guests mention the attempts to get their credit card details, using hotel’s name, arrival/departure dates and other information. 31 January 2019 – Booking’s Security team gets involved. 4 February 2019 – Preliminary report of the security team, confirming the breach. Privacy teams gets involved, affected individuals get informed of the incident. 6 February 2019 – Privacy team qualifies the incident as a personal data breach that needs to be reported to the AP. 7 February 2019 – Breach is reported to the AP. 28 February 2019 – Final report of the Security team.
Dispute
Main disagreement between the AP and Booking was about exactly when Booking became aware of this breach, but other points were also outlined in the AP’s report.
Notification within 72 hours of “becoming aware” Booking’s position is that it can take months to finish an incident investigation, so notifications within 3 days are not always possible. Furthermore, A29WP’s data breach guidelines say, according to Booking, that it can take time for controllers to investigate and properly report all connected incidents. So Booking is of the opinion that it reported the breach within 72 hours from becoming aware of it on 4 February 2019. AP did not share this logic. It pointed out that companies can report breaches in stages where all information is not available at the moment of the notification. Moreover, according to the AP, Booking became aware of the breach on 13 January 2019: a) The email of 9 January should have given Booking a first serious suspicion that something was not right; b) That first incident should have been brought to the attention of Booking’s Security team right away; c) The email of 13th of January was the second signal. Accommodation stressed that that incident was similar to the previous one and that there must have been a breach at Booking. On 13 January 2019 Booking had reasonable certainty that a security incident affecting personal data had occurred. In addition, the AP pointed out that Booking’s own “Data Incident Response Policy” was clear: all suspected incidents needed to be reported to the Security team immediately. Which did not happen here until 31 January.
Controller According to Booking, it is a controller of personal data in Booking platform, but Trip Providers have their own purposes for processing data in Extranet. AP concluded that Booking was the responsible controller in this case, considering that: 1) Booking’s Privacy statement outlines the data categories and purposes of processing. 2) Booking is responsible for the security measures on Extranet. 3) Booking submitted the data breach notification to AP.
Risks
Booking noted that it had taken measures to minimize the risks for the affected individuals. For example: in general, only contact information was affected with no email or reservation information being leaked; emails in Extranet were hashed and could not be extracted from the system; credit card data was stored according to the PCI DSS requirements; clients were informed about social engineering and other forms of possible fraud; immediate communication to the affected individuals; Booking also offered them a compensation of financial damage.
AP is of the opinion that there is a risk to rights and freedoms of individuals when their personal data is seen by unauthorized individuals. In the present case the risks of financial loss and identity fraud have materialized. Financial damage compensation does not remove the risks themselves but only helps to minimize their consequences.
Trip Provider did not properly report the breach to Booking Booking argued that the Trip Providers are obliged to report all security incidents via the so called “Partner portal” to the Security team directly, which was not the case here. AP rejected this argument: obligations under GDPR stand separated from private agreements between companies.
Employee policy breach
Booking argued the fact that an employee had breached an internal protocol by not reporting the suspected incident to the Security team, should not be held against Booking. Booking referred AP to a decision by a Hungarian DPA, according to Booking, supported this conclusion.
AP disagreed: the case in question could not be applied to the current situation. In addition, AP’s reading of the conclusion of that decision differs from that of Booking.
Holding
The AP concluded that Booking violated the breach reporting obligation under Article 33(1) of the GDPR. According to the Fine Policy of the AP, the basis fine for this violation is 525000 EUR. The AP took into account the measures taken by Booking to minimize the consequences of the breach and reduced the fine to 475000 EUR.
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English Machine Translation of the Decision
The decision below is a machine translation of the Dutch original. Please refer to the Dutch original for more details.
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In the data breach, criminals looted the personal data of more than 4,000 customers. They were also able to obtain credit card details of nearly 300 victims.</p><p> Criminals extracted login details to their accounts in a Booking.com system from employees of 40 hotels in the United Arab Emirates by telephone.</p><p> For example, in December 2018, the criminals gained access to the data of 4,109 people who had booked a hotel room in that country via the booking site. This included their names, addresses and telephone numbers and details about their booking.</p><p> The criminals also saw the credit card details of 283 people. Including the security code of the credit card in 97 cases. In addition, they tried to obtain the credit card details of other victims by posing as an employee of Booking.com by email or telephone.</p><h2> Phishing</h2><p> "Booking.com customers ran the risk of being robbed here," says AP vice president Monique Verdier. Even if the criminals did not steal credit card details, but only someone's name, contact details and information about his or her hotel booking. The scammers used that data for phishing. '</p><p> 'By pretending to belong to the hotel by phone or email, they tried to take money from people. This can be very credible if such a scammer knows exactly when you have booked which room. And asks if you want to pay for those nights. The damage can then be considerable, 'says Verdier.</p><h2> Reported 22 days late</h2><p> Booking.com was notified of the data breach on January 13, 2019, but did not report it to the AP until February 7. That is 22 days late. It is mandatory to report a data breach within 72 hours.</p><p> Booking.com notified affected customers of the leak on February 4, 2019. In addition, the company took other measures to limit the damage, such as the offer to compensate for any damage.</p><p> "This is a serious violation," says Verdier. 'A data breach can unfortunately happen anywhere, even if you have taken good precautions. But to prevent damage to your customers and the recurrence of such a data breach, you have to report this in time. '</p><p> 'That speed is very important. In the first place for the victims of a leak. After such a report, the AP can, among other things, order a company to immediately warn affected customers. In this way, for example, to prevent criminals from having weeks to continue trying to defraud customers. '</p><h2> Great responsibility</h2><p> Verdier: 'Such a large company, with valuable personal data of millions of customers in its systems, has a great responsibility. Customers entrust their personal data to Booking.com. And they must do everything they can to protect the data properly. That means good security to prevent a leak, but also quick action should things go wrong unexpectedly. '</p><p> Booking.com will not object or appeal against the fine of the AP.</p><h2> International research</h2><p> The Booking.com investigation was an international investigation. It is an international company with customers from different countries. Booking.com has its global headquarters in the Netherlands. That is why the AP conducted this investigation. Because this is an international issue, the AP has coordinated the investigation with the other European privacy regulators.</p><h2> Obligation to report data leaks</h2><p> The <a href="/nl/onderwerpen/beveiliging/meldplicht-datalekken">data breach reporting obligation</a> means that both companies and governments must immediately (and no later than within 72 hours) report to the AP when they have a serious data breach. In certain cases, they must also report the data breach to the people whose personal data has been leaked. Reporting a data breach is done via the <a href="https://datalekken.autoriteitpersoonsgegevens.nl/actionpage?0">DPA's Reporting Desk for data leaks</a> .</p><h2> Explosive increase in data theft</h2><p> In 2020, the AP noted an explosive increase in the number of hacks aimed at the looting of personal data. The number of reports increased by no less than 30% in 2020 compared to 2019, according to the <a href="/nl/nieuws/ap-luidt-noodklok-explosieve-toename-hacks-en-datadiefstal" target="_blank">Report on Data Leaks 2020</a> . Data theft can often be prevented through better security. </p></div></div><div id="side-content" class=""><a name="publications"></a><div id="side-content-publications"><h2> Publications</h2><ul class="article-list"><li><div class="article-info"> <span class="type">Report</span> / <span class="date">December 10, 2020</span></div> <a href="https://autoriteitpersoonsgegevens.nl/sites/default/files/atoms/files/besluit_boete_booking.pdf" class="download external"><span class="pdf">Download</span> <span class="linktitle">PDF Decision fine Booking.com</span> <span class="linkbutton">Download</span></a> </li></ul></div></div></div></article><nav><div class="center"><div id="mainnav"><div id="mainMenuSkip" tabindex="-1"></div><ul class="topnav"><li> <a href="/nl" title="Home">Home</a></li><li> <a href="https://autoriteitpersoonsgegevens.nl/nl/onderwerpen/corona">Corona</a></li><li class="foldout"> <a href="/nl/over-privacy">About privacy</a><ul class="subnav"><li> <a 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