Cross-Solent ferry operator Red Funnel has come under attack, with critical IT systems brought to a halt – but customer data, including payment details, is said to be safe.
On Monday, Red Funnel announced that they were experiencing IT issues with the unexplained problem affecting online bookings, telephone bookings, customer account enquiries and the number plate recognition system at check-in.
Now, on the third day of disruption, the company has confirmed that they believe they have been subjected to a malicious attack designed to strain their operation – a hacking.
At this stage, data theft does not appear to be a motive and there is no evidence of personal data being leaked.
Online and telephone bookings, customer account enquiries, automatic number plate recognition at check-in and the live service status updates remain unavailable at this time.
Fran Collins, CEO of Red Funnel, has said in a statement issued to Island Echo:
“While we are still in the midst of resolving the situation, it appears as though several of our internal systems have been corrupted. Notably our booking and timetable management system have been affected, as have some other internal systems.
“In accordance with best practice, we immediately prioritised our investigation to check for any evidence of personal data leaks and can confirm that we have NOT found any evidence to suggest that any such leaks may have occurred. We also want to reassure customers that customer credit / debit card details are not held within our systems, so customers can remain assured that their card data is never at risk with us.
Article continues below this advertisement “Our teams are working hard to restore our systems and we anticipate resuming a basic version of our online booking system in the next 24 hours or less. We regret that we expect to be temporarily unable to accept Red Funnel rewards points or travel cards towards new bookings; however, we’re working to have this functionality back up and running as soon as possible.
“We will continue to keep customers informed as and when we have more information. In the meantime, we are advising anyone travelling without an existing booking to arrive well in advance of their sailing to ensure sufficient time to process payment and confirm the booking. Payment can be made at the terminal for one-way travel or return travel for the same day. Those needing to arrange return travel for the next day or beyond should wait to book their return leg online or by telephone when our system is available.
“Since Monday, all passengers who have turned up to travel without a booking have been able to get on their desired sailing, so I’d like to assure our customers that we have not had any issues with supply relative to demand. Again, we advise everyone travelling with us to arrive a little earlier than usual wherever possible.
“We would like to thank our customers and staff for their patience during this time and, once again, we apologise for any inconvenience caused.”
Hopefully the hacker is changing the fares, so normal people can afford to travel on & off
Fingers crossed 🙂
We can only but hope!
Is this a technical way of saying boats are running late
Not surprised they have been attacked, given how much they are hated. Maybe they should think on that and start treating their customers with a little respect?
I think you are referring to Shitelink.
Nope. They are both as bad as each other.
I think that is unfair, whatever the rights and wrongs of the ferry companies, this, quite likely state sponsored hack, is an attack on all of us.
are you daft in the head, xB105? why would a nation state or its affiliates go after a small fish like red funnel? unless they are harbouring state secrets on critical infrastructure, realistically, this is probably the work of one or a small handful of opportunists. that it’s caused the disruption it has is likely nothing more than a bonus for the attacker(s).
and anyway, this sounds more like a distraction through ddos to go after data while everyone scrambles to deal with the ddos fallout. a pretty basic tactic; and one that’s been so automated over the years that any child can carry out a ddos using canned software freely available online.
Maybe we could persuade the hackers to hold red funnel to ransom and make them cut the fares.
Two hundred quid for a car return this summer. Action needed.
This is the only action needed https://www.crowdfunder.co.uk/solent-freedom-tunnel-viability-study
Hopefully the selfish prick that did this suffers accordingly. – people rely on their bookings to get to work and appointments – if they are delayed and suffer ill health or lose their jobs then the hacker will have only succeeded in punishing the innocent.
some people really are dickheads.
It shows how vulnerable we all are when we rely on computers to manage our businesses and online life. I expect Red Funnel will be seriously looking at their IT security protocols to ensure they aren’t impacted like this in the future.
I’d sooner swim than use those money grabbing swines
Always good to avoid ripping off your customers. One of them might be a hacker…
No one mentioned yet – if we had a fixed link wouldn’t be an issue !. Let’s hope hackers can’t get access to control/disable their boats
https://www.crowdfunder.co.uk/solent-freedom-tunnel-viability-study
Stupid thing to do as it only hurts customers, but the venom that Red Funeral and Shitelink are getting makes this no big surprise. Perhaps if they got their collective acts together about Ransom like fares, no mask requirements and not caring for anyone or anything other than the bottom line, they might get a little more support, but to be honest, it serves them right if they lose money!!!
I went to the IOW with Red Funnel at the weekend. The staff were quite amazing, so friendly. Everyone I MEAN EVERYONE wore a mask.
Just think of the staff on these ferries who worked all the way through lockdown to make sure the island got food and fuel. And made sure the public was able to go to work. Blame the top managers not the staff.
Maybe they shoudn’t have been working through the lockdown. Only run a service for ESSENTIAL stuff, not all the bloody DFL’s invading to get away from the Covidity in London.
There are, sadly, lots of ignorant comments above. I use Red Funnel frequently and have almost always found their staff, on land, ship and phone, to be friendly, professional, cooperative and helpful. Not always as true of the opposition! They DO insist on masks in all inside areas, even to the extent of only allowing eating and drinking on outside decks. Fares are another matter. The fare structure is way too complex and certainly not fair! The Islanders voucher books are helpful but undermine the advantages of the Travel Cards. And as for the Signature Lounge… words fail me! Reduced from £15 to £10 and now to £5 per person. Less elitist than it was but still a rip off!
My comments are neither ignorant or ill informed, the FACT is that Islanders working on the big island can pay £200 to just get to work, even the out of hours ferries now cost just under £100 unless you want a silly hour transfer, then maybe £60 out of season. Over the last few weekends it has been widely reported that many journeys were done with a majority NOT wearing masks and when asked why this is allowed Red Funnel claim they can do nothing about it. They can refuse to sail if you smoke, or carry a spare calor gas on your caravan, or are dressed inappropriately or swear or are drunk, but spreading disease to us is fine by them! They are not popular, but we are all held to ransom, perhaps that is why the anger.
Cannot understand all this negativity with Red Funnel. I use them about a dozen times a year
never paid more than £55 return with car. Always found the staff very helpful and polite.
Unfortunately i think a lot of people on the Island have got very sad lives and just moan for the sake of moaning.
Do you travel at 3am in 2010? A return fare on either Shitelink or Red Funnel has cost at least £90 even on the graveyard sailings for at least the last 10 years.
You have obviously never had to travel peak times 200 quid is a bit more than moaning for no reason
In scotland the same kind of journey will cost £15. Don’t believe me? Go look. For what you paid could take a 9 meter motorhome, return!
https://www.calmac.co.uk/temporary-timetables/ardrossan-brodick-15-july-to-18-october-2020
Might want to tell your staff to give clear info instead of confusing people, one told me I could pay card and other said I couldn’t. Only wanted to get the redjet, in the end had to wait an extra hour for the car ferry
Not at all surprised or sympathetic. Red Funnel and Wightlink have been price fixing and extorting islanders and tourists alike for years. They are killing tourism on the island.
That’s why this viability study is needed https://www.crowdfunder.co.uk/solent-freedom-tunnel-viability-study
Whoever hacked them, well done.
Those complaining about spending £200 for trips , why not go as a foot passenger and hire a car the other side. Or if you travel regularly at peak time buy a cheap car and leave it on the mainland
as several of my friends have done by clubbing together. Stop moaning find a solution instead of all this negativity.
Clubbing, really, rule of six, Ron. Maybe you should change your name to Ron the Rule breaker.
Yet another reason why the fixed link viability study is needed. My son could not book a ferry to get to work, but they expect you to just turn up, hope there’s availability, book a single and pay double the cost. https://www.crowdfunder.co.uk/solent-freedom-tunnel-viability-study
Probably trying to prevent covid positive travellers coming to the iow for testing as many have recently