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What Alaska Airlines Did When My Account Was Hacked – Live and Let's Fly

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What Alaska Airlines Did When My Account Was Hacked – Live and Let's Fly


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My Alaska Airlines Mileage Plan account was compromised, but when I contacted the airline to correct it, I was shocked by the response. 


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I’ve Been Saving Them For Years

Alaska Airlines’ Mileage Plan is an incredibly lucrative loyalty program for a few reasons. First, they partner for earning and redeeming with (11) carriers from a combination of Skyteam, Star Alliance, and independent carriers. That’s in addition to (soon) 15 oneworld Alliance members. Second, its redemption rates are below many peers.

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While I could credit American flights (now) to Alaska Airlines that hasn’t always been the case,  and there are few opportunities to fly the carrier directly from Pittsburgh.

However, over the years I have accrued miles in the program and amassed enough to make a valuable redemption. It’s been around 5-6 years that I started accruing through various random partner flights that made sense to credit to the carrier and transactions. I have a need, a one-way from Europe to the United States that I would like to redeem in business class for three people and an infant. I found the space but then I noticed a problem.

Devastation

Rather than more than 171,000 Mileage Plan miles, my balance showed at just 1,627. My heart sank, I panicked. It was more than just the fact that I couldn’t make my redemption and lost out on thousands, perhaps nearly as much as $10,000 in value if I were to buy the one-way tickets in cash. It felt like someone had been in my home, had gone through my things, and left most of it as they found it, but took this one thing of value and importance.

There are a few quirks about Mileage Plan’s site and one of them is that recent activity doesn’t show anything as a default older than three months. To see more activity, one must select “Filters Applied” and even then, it categorizes earnings first by method (five choices) before a second section offers three, six, 12 and 24 months.

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alaska airlines mileage plan fraud hacked redemptions

Selecting 24 months revealed that whoever compromised my account booked high end Qatar Airways flights beginning in May of last year. Another significant redemption was made in December. It’s absolutely true that I have not checked this account frequently enough to notice. It’s also true that while I have Award Wallet, I haven’t paid attention and haven’t checked that in some time.

Shame on me.

Something else to consider is that my password still worked. Whoever compromised my account didn’t change my password at all so logging in for my redemption, I was none the wiser and it didn’t set off any alarm bells.

Quick, But Incomplete Resolution

Mileage Plan’s service center for matters of this nature (800-654-5669) is open 7 AM – 7 PM – no time zone or days of the week provided in my communication with the airline. My call was answered by Yolanda and admittedly, she was excellent. One point of concern was that I couldn’t recall my prior address off the top of my head and I had to look it up, but she was fine with this as I had verified the rest of my information but from a social engineering aspect, it felt like my honest recollection issue should have flagged it further for her.

She asked me to send a copy of my ID (passport or driver’s license) to their email address for this purpose. I did so and she verified my information further.

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Within ten minutes, all of the stolen miles had been returned to my account, my email address I sent my ID from was my new address and all was well with the world again. I also added a redemption PIN.

But it wasn’t. I gave it about ten minutes for the changes to take hold, the miles appeared in my balance and I needed to tighten up my security and change my password. I couldn’t quickly find a way to determine the email address, phone, or even physical address I have on file with Alaska. However, when I went to reset my password, there it was. The email address and phone number that the perpetrators had changed were still there and hadn’t been updated to my phone number (provided on the call) nor the email (I sent my ID from.)

alaska airlines mileage plan fraud hacker details

As such, I couldn’t change my password online, it would just alert the thieves that I was doing so. I had to again call in, authorize myself in, and have it changed over the phone.

By not changing it as agreed, I could have flagged that the miles had been replaced, that I was aware of the security issue and suggested to those that hacked, engineered, or otherwise compromised my account that they book something from the replacement miles right away.

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Satisfied Customer

In the end, I am impressed by a few things. While Yolanda didn’t get the email and phone number updated as I had expected, she was really kind, helpful, and patient. And while Alaska Airlines might need to brush up some security protocols, they did the right thing in empowering agents to rectify problems like this without involving a manager, or extensive documentation process.

I remain concerned that I didn’t receive an email from Alaska saying that my details (email and phone number) had been changed initially. Those would have caused me to jump in and alert them of the compromise before any miles were redeemed in the first place and secure my account.

However, in the end, the miles were replaced by a friendly rep capable of solving my problem right away. It’s hard to get mad about that.

Conclusion

It could have been far worse. I could have faced a lengthy process to prove my identity. I had already thought about how Alaska could verify it wasn’t me from the IP address used to purchase the tickets, to unusual travel patterns; we could have looked at when the email address was changed in relation to the first redemption. It’s possible that Alaska would have viewed the transactions as too old to credit back and done nothing at all. But in the end, the airline spared me from any of that. The value from the program remains exceedingly valuable and if anything, it encouraged me to check my accounts more often, update my security, and probably double down on Alaska Airlines in the future. It’s easy to look like a great airline when everything is going right, but when there are challenges like this one, they made it easy to resolve and rose to the occasion.

What do you think? Have you had your account compromised? How was your experience? 

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Alaska

Alaska city begins demolishing abandoned houses

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Alaska city begins demolishing abandoned houses


By Alex DeMarban
Anchorage Daily News

ANCHORAGE, Alaska — The city of Anchorage is tearing down abandoned houses that have become neighborhood eyesores and can attract criminal activity.

Officials with the first-ever program say it’s starting small, but they’re looking to expand it.

The goal is cleaning up neighborhoods and making lots available for new housing to alleviate the city’s severe housing crunch, they say.

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The Development Services department, working with other city entities, plans to tear down 10 houses under the program, said Kenny Friendly, a spokesperson for Public Works.

The department is using $500,000 in pandemic funding from the 2021 American Rescue Plan, he said.

The property owners have agreed to the demolitions, he said. The removal of the run-down property benefits them, he said.


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Four houses have already been removed, including two in Mountain View, and one each in Fairview and Abbott Loop.

The targeted houses are a stain on the neighborhood, residents say.

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They also drain city resources, requiring constant attention through the year to keep them boarded up after people break-in, said Scott Campbell, chief inspector for Development Services. People sometimes move in illegally, litter the yard with waste, start fires or do drugs there, he said. The activity can lead to responses from police and fire departments.

“They’re a hazard,” he said.

The units to be torn down are just some of the 174 properties on the city’s vacant and abandoned building registry, which includes about 25 commercial properties, Friendly said.

Six houses remain to be torn down under the program — two in Spenard, two in Mountain View, one in the Abbott Loop area and one in the Huffman/O’Malley area.

Nearby residents have been ecstatic to see the houses removed, Friendly said.

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Jorge Colocho lives in Mountain View near a crumbling house on Hoyt Street.

Built in 1950, the house looks like it was once well-groomed. But it’s now covered with plywood and overgrown with weeds. The roof is falling in, and the exterior walls are ripped open. Someone spray-painted “STAY OUT” across the front.

The abandoned house is a problem, attracting squatters and other criminal activity, Colocho said Thursday.


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On nearby Lane Street, the charred remains of an abandoned house have already been demolished under the program.

Last spring, a man pointed a gun at other people in the house and barricaded himself inside to evade police, city officials said. He also started a fire, engulfing the house in flames before police arrested him, they said. Fire crews responded and neighbors evacuated their houses.

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Krista Chapman, a nearby resident, walked past the empty lot Thursday.

She’s glad the house is gone, she said.

“It was an eyesore,” she said. “A lot of people threw trash there.”

A boarded-up turquoise house in Fairview was recently demolished as part of the program, along Ingra Street near 13th Avenue.

Anchorage Assembly member George Martinez was there.

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The house had been abandoned for years, he said. The yard was piled high with debris like old appliances, furniture, car and bike parts. Two junk cars also occupied the lot.

“The house was ripped and shredded internally, the structure was on a property with all sorts of trash,” Martinez said. “It was horrible, incredibly stinky, and the amount of rodents that ran out of the property was terrifying.”

There’s now an empty lot that could support multiple housing units, he said.

“The opportunity here is that we eliminate blight, reset a property and hopefully get it back on the market,” Martinez said.

The city is taking steps to ensure the program can continue, Martinez said.

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Mike Robbins, head of the Anchorage Community Development Authority, is applying for federal funds to do that. The entity would purchase vacant and abandoned properties and prepare them for redevelopment, he said.

James Thornton, president of the Fairview Community Council, said there are several abandoned and boarded-up properties in the neighborhood near downtown.

The Fairview council would like to see them gone, he said.

The dilapidated buildings hurt the quality of life and property values in the neighborhood, he said.

“When you see these abandoned, boarded-up houses, it makes the community feel like it’s not a good place to be, like it’s forgotten about and left behind,” he said. “And that’s not the way we feel about Fairview.”

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Friendly said the demolitions can cost $20,000 to $50,000. The removal of hazardous materials can increase costs.

The property owners benefit, he said.

They often live out-of-state, but still pay taxes on the property.

The properties are listed on the city’s vacant and abandoned registry, which requires costly annual payments over time.

The demolition allows the property owners to “wash their hands of issues they deal with year after year,” he said.

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They’re left with a cleared lot that they can sell, with utilities already in place for development, he said.

Some of the property owners under the program are selling their cleared lots to the city, he said.

“This is a huge win for the community, Public Works, the assembly and the administration as we take these steps to make Anchorage a better place,” Friendly said.

(c)2024 the Alaska Dispatch News (Anchorage, Alaska)
Visit the Alaska Dispatch News (Anchorage, Alaska) at www.adn.com
Distributed by Tribune Content Agency, LLC.

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Alaska

Alaska fighting 'overtourism' with vote to limit cruise ships

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Alaska fighting 'overtourism' with vote to limit cruise ships


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Residents of Juneau, Alaska, are fighting “overtourism” by proposing a vote to limit cruise ships docking in the city, bringing criticism from local business owners. NBC News’ Ellison Barber speaks with locals about these tourism concerns.



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Santos CEO says construction at large Alaska oil field is nearly 60% complete

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Santos CEO says construction at large Alaska oil field is nearly 60% complete


One of Alaska’s largest oil field projects is nearly 60% constructed and will begin producing oil within two years, the head of Santos told a conference room of industry representatives in Anchorage on Thursday.

“By the first half of 2026 we’ll be on our way to sending an additional 80,000 barrels down TAPS (daily),” said Kevin Gallagher, chief executive for the Australia-based oil and gas producer, referring to the 800-mile trans-Alaska pipeline.

Gallagher spoke during a prerecorded presentation at the Alaska Oil and Gas Association’s annual conference.

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Gallagher said workers at the $2.6 billion Pikka project have built more than 40 miles of pipeline and installed thousands of support structures to elevate the pipeline above the tundra.

The company has also completed civil work for a seawater treatment plant, he said.

The project employed 2,200 people over the last construction season, he said.

Pikka is located on state land east of the National Petroleum Reserve-Alaska. The project will contribute nearly $7 billion in revenue to the state and North Slope stakeholders, he said.

Pikka is one of two major oil projects in development on the North Slope.

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The other, ConocoPhillips’ Willow project in the petroleum reserve, was approved by the Biden administration last year. Oil production is expected to begin there in 2029, peaking at 180,000 barrels daily.

The fields will boost oil flow in the trans-Alaska pipeline, which has fallen about 75% from its peak in the late 1980s to less than 500,000 barrels daily today.

Gallagher said Santos this summer moved its Alaska headquarters, with 225 people, to downtown offices in the newly redesigned former Key Bank Plaza building.

He said 95% of Santos’ employees in North America live in Alaska.

[Inside a company’s bid to make Alaska’s next big oil field lower-carbon]

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“We focus on sourcing contracts locally along with provisions that account for union hire,” he said.

Santos is taking “great care to minimize carbon emissions” at Pikka, he said.

The project will use electricity to power many facilities at Pikka, including the drilling rig, he said.

He said Santos is committed to making the project “net-zero” for emissions, referring to the operations of the field. Santos has entered into memorandums of understanding with Alaska Native corporations to deliver carbon offset projects, and has called for capturing emissions from oil field activity and injecting the carbon dioxide underground to help combat climate change.

The company believes a “net-zero” project will be a first for an Alaska oil field, he said.

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