{"id":5281,"date":"2025-08-10T23:12:41","date_gmt":"2025-08-10T21:12:41","guid":{"rendered":"https:\/\/cybersecurity.vision\/?p=5281"},"modified":"2026-10-18T06:58:44","modified_gmt":"2026-10-18T06:58:44","slug":"two-versions-of-the-klm-hack-email-and-the-untold-risk-of-customer-service-notes","status":"publish","type":"post","link":"https:\/\/www.koedijk.com\/en\/blog\/two-versions-of-the-klm-hack-email-and-the-untold-risk-of-customer-service-notes\/","title":{"rendered":"Two versions of the KLM hack email \u2013 and the untold risk of customer service notes"},"content":{"rendered":"<h4 data-start=\"290\" data-end=\"308\">Introduction<\/h4>\n<p data-start=\"309\" data-end=\"768\">In my <strong><a href=\"https:\/\/www.koedijk.com\/aruba-and-curacao-open-and-in-house-cyber-resilience-masterclasses\/\" target=\"_blank\" rel=\"noopener\">cyber resilience masterclasses<\/a><\/strong>, I always stress the power of social engineering \u2013 the art of influencing and manipulating people to obtain confidential information. It\u2019s a field I was personally trained in years ago by my friend <a href=\"https:\/\/en.wikipedia.org\/wiki\/Kevin_Mitnick\" target=\"_blank\" rel=\"noopener\"><strong data-start=\"544\" data-end=\"561\">Kevin Mitnick<\/strong> <\/a>\u2013 once the world\u2019s most wanted hacker, later a respected security expert and author of <em data-start=\"649\" data-end=\"671\">The art of deception<\/em>. Kevin taught me how seemingly harmless details, when pieced together, can have enormous impact.<\/p>\n<p data-start=\"770\" data-end=\"824\">The recent KLM data breach illustrates this perfectly.<\/p>\n<h4 data-start=\"831\" data-end=\"865\">What we know about the breach<\/h4>\n<p data-start=\"866\" data-end=\"1082\">A few days ago, <a href=\"https:\/\/www.parool.nl\/amsterdam\/hack-bij-klm-gegevens-van-klanten-gestolen~bca46219\/\" target=\"_blank\" rel=\"noopener\"><strong data-start=\"882\" data-end=\"896\">Het Parool<\/strong><\/a> reported: <em data-start=\"907\" data-end=\"945\">\u201cHack at KLM; customer data stolen.\u201d<\/em> Shortly after, KLM sent official notification emails to affected Flying Blue members and informed the Dutch Data Protection Authority. A hack also took place <a href=\"https:\/\/www.parool.nl\/nederland\/hack-bij-klm-en-air-france-gegevens-frequente-reizigers-mogelijk-op-straat~b8c46d8b\/\" target=\"_blank\" rel=\"noopener\"><strong>in 2023<\/strong><\/a>.<\/p>\n<p data-start=\"1084\" data-end=\"1236\">The breach occurred at a <strong data-start=\"1109\" data-end=\"1165\">third-party supplier handling KLM\u2019s customer service<\/strong> \u2013 once again proving that external vendors are often the weakest link.<\/p>\n<h4 data-start=\"1243\" data-end=\"1285\">Two versions of the same notification<\/h4>\n<p data-start=\"1286\" data-end=\"1506\">After receiving several reactions and screenshots from others via WhatsApp and Signal, I noticed something I haven\u2019t seen mentioned in the media: <strong data-start=\"1432\" data-end=\"1505\">two different versions of KLM\u2019s official notification are circulating<\/strong>.<\/p>\n<ul data-start=\"1508\" data-end=\"1679\">\n<li data-start=\"1508\" data-end=\"1639\">\n<p data-start=\"1510\" data-end=\"1639\"><strong data-start=\"1510\" data-end=\"1524\">Version 1:<\/strong> explicitly states that \u201cremarks made by our customer service agents\u201d (customer service notes) were also exposed.<\/p>\n<\/li>\n<li data-start=\"1640\" data-end=\"1679\">\n<p data-start=\"1642\" data-end=\"1679\"><strong data-start=\"1642\" data-end=\"1656\">Version 2:<\/strong> omits this entirely.<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"1681\" data-end=\"1810\">In the individual notification emails, KLM never explained why there are two versions or which customers lost which type of data.<\/p>\n<div id='gallery-1' class='gallery galleryid-5281 gallery-columns-3 gallery-size-medium'><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon portrait'>\n\t\t\t\t<a href='https:\/\/www.koedijk.com\/en\/blog\/two-versions-of-the-klm-hack-email-and-the-untold-risk-of-customer-service-notes\/een\/'><img fetchpriority=\"high\" decoding=\"async\" width=\"183\" height=\"300\" src=\"https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een-183x300.jpeg\" class=\"attachment-medium size-medium\" alt=\"\" srcset=\"https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een-183x300.jpeg 183w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een-626x1024.jpeg 626w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een-768x1257.jpeg 768w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een-939x1536.jpeg 939w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/een.jpeg 1179w\" sizes=\"(max-width: 183px) 100vw, 183px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon portrait'>\n\t\t\t\t<a href='https:\/\/www.koedijk.com\/en\/blog\/two-versions-of-the-klm-hack-email-and-the-untold-risk-of-customer-service-notes\/twee\/'><img decoding=\"async\" width=\"217\" height=\"300\" src=\"https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee-217x300.jpeg\" class=\"attachment-medium size-medium\" alt=\"\" srcset=\"https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee-217x300.jpeg 217w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee-741x1024.jpeg 741w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee-768x1062.jpeg 768w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee-1111x1536.jpeg 1111w, https:\/\/www.koedijk.com\/wp-content\/uploads\/2025\/08\/twee.jpeg 1179w\" sizes=\"(max-width: 217px) 100vw, 217px\" \/><\/a>\n\t\t\t<\/div><\/figure>\n\t\t<\/div>\n\n<h4 data-start=\"1817\" data-end=\"1863\">Why customer service notes are a goldmine<\/h4>\n<p data-start=\"1864\" data-end=\"1964\">This goes beyond names and contact details. Notes written by customer service staff in companies could include:<\/p>\n<ul data-start=\"1965\" data-end=\"2131\">\n<li data-start=\"1965\" data-end=\"2006\">\n<p data-start=\"1967\" data-end=\"2006\">Context from past complaints or calls<\/p>\n<\/li>\n<li data-start=\"2007\" data-end=\"2048\">\n<p data-start=\"2009\" data-end=\"2048\">Personal preferences or circumstances<\/p>\n<\/li>\n<li data-start=\"2007\" data-end=\"2048\">\n<p data-start=\"2009\" data-end=\"2048\">Medical information<\/p>\n<\/li>\n<li data-start=\"2049\" data-end=\"2131\">\n<p data-start=\"2051\" data-end=\"2131\">Details that may seem harmless in isolation, but together build a rich profile<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"2133\" data-end=\"2389\">For attackers, these notes are a <strong data-start=\"2166\" data-end=\"2210\">goldmine for advanced social engineering<\/strong>. They reveal not just personal data, but also how you communicate, travel, and the issues you\u2019ve faced. That makes phishing, impersonation, or targeted scams far more convincing.<\/p>\n<h4 data-start=\"2396\" data-end=\"2447\">Why this matters even without \u201csensitive\u201d data<\/h4>\n<p data-start=\"2448\" data-end=\"2739\">Even if no passport numbers, credit card details, or passwords were stolen, the combination of Flying Blue membership data and customer service notes can be exploited. If you are in a high-visibility position \u2013 such as a director, manager, artist, or public figure \u2013 the risk only increases. <a href=\"https:\/\/www.linkedin.com\/posts\/ejkejk_cybersecurity-databreach-klm-activity-7360190133469364224-djO8\" target=\"_blank\" rel=\"noopener\"><strong>Also check my LinkedIn post<\/strong><\/a> with more details.<\/p>\n<h4 data-start=\"2746\" data-end=\"2777\">My take and call to action<\/h4>\n<p data-start=\"2778\" data-end=\"2945\">Trained by Kevin Mitnick, I learned that the most dangerous hacks often start with exploiting seemingly small pieces of information. This incident proves that again.<\/p>\n<p data-start=\"2947\" data-end=\"3166\">I\u2019ve asked KLM to provide me with the exact customer service notes stored about me in their systems. So far, I\u2019ve received no response. Without this clarity, customers remain in the dark about what was actually exposed.<\/p>\n<p data-start=\"3168\" data-end=\"3263\">Did you also receive KLM\u2019s notification email? Which version did you get \u2013 1 or 2? Let me know in our <a href=\"https:\/\/www.koedijk.com\/#empc\" target=\"_blank\" rel=\"noopener\"><strong>contact form<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover why two different versions of KLM\u2019s data breach email exist, why customer service notes are so valuable to cybercriminals, and why KLM hasn\u2019t clarified the difference.<\/p>\n","protected":false},"author":6,"featured_media":5285,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"image","meta":{"_joinchat":[],"footnotes":""},"categories":[114,121],"tags":[],"class_list":["post-5281","post","type-post","status-publish","format-image","has-post-thumbnail","hentry","category-ai","category-cybersecurity","post_format-post-format-image"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>KLM hack: why customer service notes are a social engineering goldmine<\/title>\n<meta name=\"description\" content=\"Why customer service notes are so valuable to cybercriminals. 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