With regard to the system failure of our pre-order system identified on Wednesday, December 11, we deeply apologize for the inconvenience it has caused you.
Further investigation of the problem found that some customers' personal information was viewable on other members' user page during the failure period. We are pleased to inform you that the problem has now been fixed and the system is back to normal.
The cause of the problem was not due to unauthorized access from external networks and no case of information leakage to any third party has been reported.
●Date/time of occurrence
5:57 pm on December 10 to 2019 to 10:30 am December 11, Japan time
●Problem description and corrective action taken
During the above period, personal information of the account of some registered members continued for up to 30 minutes after login and was viewable by other members who logged into their account.
After identifying the problem on December 11, we deactivated the server for the pre-order website to secure the safety at around 10:10 am and then suspended the website at around 10:30 am on the same day so that no one can access and change the registered information.
The failure was fixed based on our investigation and analysis, and the website operation was resumed at 8:30 pm on December 13.
●Extent of impact
Personal information of up to 816 customers who logged into their account during the above period
(During the period, personal information of the account of some members was shown, for up to 30 minutes after login, on other members' account. Given the nature of the incident, it is difficult to retrospectively identify exactly how many personal data records were accidentally displayed.)
There have been no orders mistakenly placed and no personal information changed by other members in relation to this incident.
'My Page' of the following sites on KIX DUTY FREE online pre-order website
- Mobile site in total 4 languages (Japanese, English, Korean, Simplified and Traditional Chinese)
- Desktop site in Simplified Chinese
Information that was viewable to other members:
Name, e-mail address, phone number, date of birth, gender, last three digits and expiration month/year of credit card, reservation history, products added to Shopping Cart, consent/refusal to receive information from the system, products added to List of Favorites
If you have any questions or concern on this matter, please contact the Customer Service & Sales Support Group as indicated below.
KIX Customer Service & Sales Support Group
Kansai Airports Retail & Services
TEL: +81-72-455-4195 (Operating hours: 9:00 am - 5:00 pm)
Once again, we are very sorry for the inconvenience caused and we will make our utmost effort to prevent recurrence of the incident.