Delivery company Yodel found itself the latest victim of a cyber “incident” that disrupted services.
Firmly rooted in bottom of the table of best and worst courier companies by consumer activist Which one? Yodel has grown in popularity and, perhaps, a little notoriety in recent years, with consumers turning to courier companies rather than venturing into physical stores.
It’s hard to pinpoint exactly when the security issues started, as Yodel’s social media voicemail box is full of disgruntled customers wondering where their products are (indeed, this writer had the joy of seeing a piece of hardware be removed from one of the company‘s depots in 2019, but that’s another story…).
However, on June 21, the company changed its customer service narrative to “Yodel is currently experiencing operational disruptions affecting our delivery service.”
Yodel’s website was also updated to reflect that its services were not good at all.
The register contacted the company to find out what was going on, and a spokesperson said: “Yodel experienced a cyber incident that caused disruption. We are serving customers, but tracking is currently affected.
“As soon as we detected the incident, we launched an investigation, led by our internal IT division and supported by an external IT investigation group. We are working to re-establish tracking as quickly as possible and have engaged with of all competent authorities.
“Yodel would like to sincerely apologize to its customers and customers for any disruption this incident may have caused, and reassure them that the team is working around the clock to resolve this incident.”
Further communications were shared on social media suggesting the incident was indeed serious. The register has contacted the ICO for more information and will update with any response.
“We are working around the clock to get all systems back up and running as quickly as possible and are supported by a group of external forensic experts. We have also worked with the National Cyber Security Center and briefed both the National Crime Agency and the OIC”
— Adam Smith (@Adam_Smith_PHD) June 21, 2022
Yodel is part of Logistics Group Holdings and, according to documents filed by Companies House [PDF]it recorded profit before income tax, depreciation and amortization of £65.7 million in financial year 2021, compared to £9.5 million in 2020.
Yodel is just the latest victim of a cyber “incident” and probably won’t be the last. The company’s experience reminds us of the importance of both strong defenses and a solid recovery plan.
As for its customers… well, far be it from us to wonder if a lack of service will be so different from normal service. ®