Scammers are impersonating airline customer service representatives to trick travelers into paying fees or sharing personal information. They often pretend to help with flight cancellations, rebookings, or refunds, but their real goal is to steal from you.

How the Scam Works

Fraudsters may call, email, or reply to your messages on social media while pretending to be an airline rep. They claim your flight has been canceled or delayed or that your refund needs verification. To “help,” they ask for credit card information, passport details, or login credentials. Some even send links to fake airline websites. These scams rely on stress and urgency to catch victims off guard.

Example of the Scam

After messaging her airline on social media about a delayed flight, Aliyah received a response from what looked like the airline’s account. The rep asked for her booking reference and credit card info to issue a refund. It seemed helpful, but it was a scam account, and the refund never came.

Tips to Protect Yourself From the Airline Service Rep Scam

• Contact the airline directly. Use the official website or phone number to reach customer service.
• Watch out for unsolicited offers to help. Airlines don’t usually contact you first to collect payment or details.
• Verify social media accounts. Look for verified checkmarks and be wary of unusual usernames.
• Don’t share sensitive info. Never give out credit card details or passport numbers unless you initiated contact with a trusted source.
• Check for secure websites. Make sure any site you use begins with “https://” and shows a padlock icon in the address bar.

If You’ve Been Scammed

• Contact Your Financial Institution(s). If you’ve provided any financial information, contact us and any other financial institutions you work with to report the fraud and potentially stop any unauthorized transactions.
• Change your passwords. Update any credentials you may have shared or reused elsewhere.
• Monitor your accounts. Keep an eye out for suspicious activity on cards and bank accounts.
• Report the scam. File a report with the FTC at ReportFraud.FTC.gov and notify the airline about the impersonation.