Flyer beware: Don’t fall for this airline customer service scam
Editor's Note
There are some things we do every day without giving them a second thought, whether that’s brushing our teeth, checking social media or looking up a phone number online when we need to get hold of a customer service associate. Each task seems fairly innocent (and, in one case, good for your oral hygiene). However, an increasingly common scam adds danger to the everyday practice of reaching out to a company’s customer service team when you need assistance.
In this elaborate scheme, scammers pose as airline customer service agents and target travelers in an attempt to steal their personal and financial information.
The scam came to light via a thread on X in 2023 from a Delta Air Lines passenger named Shmuli Evers. Evers found himself in the unfortunate yet all-too-common situation of having his flight from John F. Kennedy International Airport (JFK) canceled. After calling a Delta customer service phone number he had found on Google to rebook his flight, Evers began to suspect something was not quite right.
The person on the other end of the line attempted to obtain Evers' credit card information to book him on a new flight later that evening. By this point, the red flags were piling up, and Evers had the wherewithal to hang up the phone before handing over his payment information to the scammers.
Upon further investigation, Evers found that many major airlines' Google listings displayed fraudulent numbers.
Here’s what you need to know to keep your information safe from similar scams and the best methods for contacting airlines when you need assistance.
How scammers are deceiving travelers
Unbeknownst to him, the number Evers had Googled was not an actual Delta customer service number. The phone number had been deceitfully submitted to Google as a valid number.
The scammers were able to submit a fake number via a local business listing for Delta customer service at JFK because Google allows members of the public to suggest edits to a company’s contact information. This feature is intended to provide users with relevant and up-to-date information, but some dishonest people try to use it to their advantage.
Related: How can I get back my stolen American Airlines credit?
Michelle Couch-Friedman, TPG ombudsman and founder of Consumer Rescue, assisted a TPG reader with a similar airline customer service scam that involved a Google listing with a fake Air Canada phone number. The customer had a question before her flight and used Google to find Air Canada's customer service number. Instead, she reached a scammer posing as an Air Canada employee.
The scammer told the reader she was on a waitlist and needed to pay additional money to guarantee her seat on the flight. The reader handed over her credit card information before realizing she had been scammed. With Couch-Friedman's help, the reader was able to recover her funds — but not before a lengthy dispute process.
"Many of these scam centers have been able to manipulate the credit card terminals to make the name of the official company appear as the merchant when charging their 'fees,'" Couch-Friedman told TPG. "This has caused victims of scam call centers to lose credit card disputes because the banks interpret the charge as legitimate."
When Google finds these fake listings, it removes them as quickly as possible.
“We do not tolerate this misleading activity and are constantly monitoring and evolving our platforms to combat fraud and create a safe environment for users and businesses,” a Google spokesperson told TPG. “Our teams have already begun reverting the inaccuracies, suspending the malicious accounts involved, and applying additional protections to prevent further abuse.”
However, this isn't the only way in which scammers target stranded travelers.
Related: How a 10-minute phone call reversed $2,300 in fraudulent charges on my credit card
In July 2024, the Federal Trade Commission released a consumer alert warning travelers of scammers posing as airline customer service agents on social media. These scammers will crawl social media looking for upset travelers in search of help.
They will then ask for personal information or send travelers to a spoofed site offering to help them rebook their delayed or canceled flight. But what they are really doing is attempting to steal your information and charge your debit or credit card account.
A similar version of this scam can happen when you are searching online for discounted flights. If you come across a deal that seems too good to be true, it probably is.
How to keep your information safe
Sadly, these situations are not unique. The Better Business Bureau’s Scam Tracker website has received several reports of airline-related scams, and it published an article in 2024 with tips for spotting and avoiding airline scams.
In Evers’ case, the call he made was disconnected shortly after he reached who he thought was a Delta customer service agent. They called him back from a number with a French country code, which was the first thing that piqued Evers’ intuition. The agent then texted Evers details for his new flight from yet another phone number before asking him to call them with his payment information to confirm the new flight, quoting a price that was “five times the price of the original ticket cost,” according to Evers.
Evers listened to his gut and saved himself from any fraudulent charges. You can stop trouble before it starts by only using official communication channels to contact your airline and remaining vigilant against scammers.
"Awareness that these con artists are all over the internet is the first step to avoiding them," Couch-Friedman said.
"Travelers should always carefully inspect a website before taking a phone number from it and assuming it is the official website of the company they are trying to reach. Ensure that the URL is a secure 'https' (scammers frequently use non-secure 'http' websites) and that it has the name of the company in the URL. Scroll to the bottom of the page and see if there are any disclaimers. Quasi-scammers often include a tiny disclaimer at the bottom of the page, revealing their true identity," she added.
The best way to contact airlines
If you need to book a flight, have questions about your flight or need to make any changes, be sure to contact your airline through known channels. Never give out any personal or financial information if you receive an incoming call, text or direct message on social media from someone claiming to be with an airline. "Travelers should also be aware that scammers can make any number they want to appear on their victim's caller ID. So don't be fooled by the number that pops up when the phone rings," Couch-Friedman advised.
Every major airline has a contact page, help center or similar section on its website.
If you have an airline credit card, you should be able to call the customer service number on the back of your credit card. If you have elite status with an airline, you may have access to a dedicated customer service number or an airport lounge with live customer service agents (and shorter lines).
Many airlines also offer live chat, texting or direct messaging via social media platforms for convenient customer service options if you don’t have time to wait for a phone call.
"I recommend that travelers download the official app of any airline, cruise line, or car rental company they frequently use. These apps often have instant chat features and also the official phone number of the company will be provided in the app," Couch-Friedman said.
Our full guide on quickly reaching an airline customer service agent outlines the best way to contact each major airline and offers tips for getting to a live person when the automated system just won’t cut it.
Bottom line
We know it can be frustrating to stand in a long line at the customer service counter or wait on a lengthy hold with an airline, but both are better than being swindled out of hundreds or even thousands of dollars.
In the case of this particular scam, there were multiple red flags that gave Evers pause. Listening to those red flags is how he successfully kept his information safe. If something feels suspicious, trust that little voice inside your head and do not give out any of your personal information. Instead, do your due diligence to ensure you’re working directly with your airline when you need assistance.
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- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
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| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
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Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.