When an airline customer-service hotline is answered by a human after just one ring, it might seem like a stroke of luck. However, for Rachel Dodes, it was the beginning of a scam that would leave her both financially and emotionally drained. On a hectic day in December 2025, while en route to Newark Airport, Dodes found herself ensnared in a sophisticated scam targeting airline passengers at their most vulnerable moments.
The incident occurred as Dodes and her family were rushing to catch a flight to Berlin for Thanksgiving. Stuck in traffic and stressed by a series of canceled rides, she was desperate for assistance. When a man identifying himself as a United Airlines agent named Sheldon offered help, she felt a wave of relief. Unfortunately, this relief was short-lived, as Sheldon was part of a business-impostor scam, a growing trend according to the US Federal Trade Commission.
Scams Exploiting Traveler Vulnerability
These scams are increasingly sophisticated, with scammers posing as legitimate airline representatives to extract money and personal information from unsuspecting travelers. Techniques vary: some scammers use social media to respond to consumer complaints, while others send phishing texts or emails claiming to report flight delays or cancellations. The goal remains the same: to exploit travelers during moments of high stress.
In Dodes’ case, the scammer took advantage of Google’s automated ad-screening system, allowing fraudulent sponsored results to appear prominently in search results. Despite Dodes reporting the fake ad to Google, it reappeared shortly thereafter. A Google spokesperson stated, “We have zero tolerance for scam ads and take extensive measures to keep them off our platforms.” Yet, the persistence of such ads highlights the challenges faced by tech companies in combating online fraud.
The Role of AI in Modern Scams
John Breyault, vice president of public policy at the US National Consumers League, notes that the rise of AI tools is “supercharging fraud.” Scammers now use AI to craft convincing phishing messages, create fake websites, and seed false customer service numbers into search results. These technologies allow scammers to operate more efficiently and at a larger scale, often targeting travelers during busy holiday seasons.
“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.”
Airlines like United are aware of these scams and urge customers to use only official contact information. However, as Dodes discovered, even diligent efforts can be thwarted by sophisticated scams.
Lessons Learned and Preventive Measures
Reflecting on her experience, Dodes acknowledges that her refusal to face reality contributed to her victimization. Stuck in traffic with little chance of making their flight, she was easy prey for scammers. The replacement of human customer service with AI tools further complicates the situation, making it easier for scammers to deceive frustrated travelers.
After realizing she had been scammed, Dodes took immediate action: contesting the fraudulent charge with her credit card company, contacting Experian to place a fraud alert, and reporting the incident to the FTC and Google. Her proactive steps helped mitigate the damage, but the experience left a lasting impression.
“We made it to Berlin just in time for Thanksgiving,” Dodes recounts. “But the memories of this chaotic Thanksgiving will stay with us forever.”
Staying Vigilant: Expert Advice
To protect themselves, consumers should save airline contact numbers before traveling, use official apps for communication, and report any fraudulent activity to their bank or credit card company immediately. John Breyault advises setting up multifactor authentication on airline accounts to prevent unauthorized access.
The rise in travel scams underscores the need for vigilance and awareness. As technology evolves, so do the tactics of scammers, making it crucial for consumers to stay informed and cautious. By taking preventive measures and understanding the risks, travelers can better protect themselves from falling victim to such schemes.
