When a seemingly empathetic voice answered the airline customer-service hotline after just one ring, it should have been a red flag. But for Rachel Dodes, caught in a whirlwind of travel chaos, the relief was palpable. Her family was en route to the airport in Newark, New Jersey, to catch a flight to Berlin, only to be thwarted by traffic and a string of cancelled Ubers. The urgency of the situation made her vulnerable to a scam that has been catching out distracted travelers worldwide.
As Rachel recounted, the supposed United Airlines agent named Sheldon offered a solution: a Lufthansa flight later that night, with a price difference of $2,136.72. In her desperation, she provided her American Express card details, inadvertently becoming the latest victim of a sophisticated business-impostor scam.
Understanding the Scam
This type of fraud, identified by the US Federal Trade Commission as a business-impostor scam, involves scammers posing as representatives of trusted companies to extract money and personal data. Techniques vary, from fake social media profiles to fraudulent emails and texts, all designed to exploit travelers at their most vulnerable moments.
In Rachel’s case, the scammer manipulated Google’s ad-screening system, allowing a fraudulent ad to appear at the top of search results. Despite reporting the ad to Google, it reappeared, highlighting a persistent issue with online ad monitoring.
“We have zero tolerance for scam ads and take extensive measures to keep them off our platforms,” a Google spokesperson stated. “If we identify a scam that temporarily evades our detection, we’ll take quick action to suspend the advertiser’s account.”
The Role of Technology in Scams
John Breyault, Vice President of Public Policy at the US National Consumers League, emphasizes the role of technology in enhancing scams. AI tools have enabled scammers to craft convincing phishing texts and emails, create fake customer service numbers, and build deceptive websites. These tactics are particularly effective during peak travel times, such as holidays, when travelers are most stressed.
“Urgency is what the scammers depend on to defraud their victims,” Breyault explains. “Nothing feels more urgent than sitting in an airport figuring out what to do so you can be with your family for the holidays.”
Rachel’s experience underscores the vulnerability created by AI-powered customer service tools, which can frustrate travelers and push them towards fraudulent alternatives. Her attempt to contact United Airlines through their app led to a dead end, prompting her to search for help online, where she encountered the scam.
Efforts to Combat Scams
In response to these scams, airlines like United are working to protect customers. A United spokesperson noted their efforts to investigate potential fraud and encouraged customers to use only official contact information. Meanwhile, Google has updated its ads misrepresentation policy to combat impersonation scams, but challenges remain in preventing such ads from slipping through the cracks.
Rachel’s ordeal continued even after she realized the scam. She received a confirmation email from an unfamiliar domain, Travelomile, and was asked to upload passport images to a suspicious website. It wasn’t until she reached the airport that a United agent helped her secure a legitimate flight, and she was able to contest the fraudulent charge with American Express.
Protecting Yourself from Scams
For travelers, awareness and preparation are key to avoiding scams. John Breyault advises saving the airline’s official contact information, using their app for communication, and setting up multifactor authentication on accounts. If defrauded, immediate action should be taken to contact financial institutions and report the incident to consumer authorities.
“Set up multifactor authentication on airline accounts to prevent scammers from stealing your rewards points and data or tampering with future reservations,” Breyault advises.
Rachel’s story serves as a cautionary tale for travelers everywhere. Despite the chaos, she and her family eventually made it to Berlin for Thanksgiving, albeit with a few more hurdles along the way. Her experience highlights the importance of vigilance and the need for continued efforts to combat travel scams in an increasingly digital world.
