What do banks say about customers whose credit card information was leaked when booking a hotel room?

Mr. PNH (living in Hanoi) booked a hotel room in Phan Thiet City, Binh Thuan Province through the online platform Agoda, choosing to pay at the hotel, but when he arrived to check in, he was shocked because his credit card information, including the 3 secret CVV codes, was also leaked.

It is known that Mr. H. booked a room through the online platform Agoda, the booking code displayed credit card details on Booking.com (Agoda is a subsidiary of Booking.com).

On August 30, responding to a reporter from Nguoi Lao Dong Newspaper about Mr. H's case, a representative of the bank that issued the card to the customer said that in this transaction, "Booking did not comply with PCI DSS security regulations on card encryption. The bank will work with the card organization and the card payment service provider". The customer declared card information through Booking.com.

Ngân hàng nói gì về khách bị lộ thông tin thẻ tín dụng khi đặt phòng khách sạn?- Ảnh 1. — If credit card information including the CVV code is revealed, the risk of the cardholder losing money unjustly is very high.

For now, the bank will reissue the card to reassure customers. The bank also informed that Agoda has encrypted the card information, so there is no display of full card information as reported.

Meanwhile, Agoda affirms that it takes the privacy of customer data seriously and applies the highest security measures. There was no data breach in this case and this was a personal error. Agoda is working with the hotel to prevent a similar situation from happening again, as well as contacting the customer for the best support.

Regarding the privacy policy posted on Agoda's official website in June 2024, the platform said that when customers book a room, Agoda can collect "name, address, phone number, credit card details, email address..."; at the same time, "can share customer information with travel service providers, third-party service providers, business partners and group companies"...

According to experts, the disclosure of credit card information including the 3 secret CVV codes is very dangerous because of the risk that a third party can take advantage of or steal information to make online payments; the risk of cardholders losing money unjustly is very high.

Some credit card holders share their experience when booking hotels on online platforms such as Agoda, Booking.com is to pay with an international credit card and always set a spending limit on the card online. At the same time, you should lock the online payment function when not in use to avoid information theft.