The Online Scam That Hits Travelers When They're Most Distracted

When an actual human being answered an airline customer-service hotline after a single ring, I probably should have known I was being scammed.

At the time, I wasn’t exactly thinking critically. It was three days before Thanksgiving, and my family was about to miss our flight to Berlin, stuck in traffic en route to the airport in Newark, N.J. Blame a combination of poor planning, construction on I-95 and five consecutive canceled Ubers.

So when an empathetic-sounding man identified himself as a United Airlines agent named Sheldon and immediately asked for my phone number in case we got disconnected, I felt nothing but an overwhelming sense of relief. Sheldon told me not to worry. He’d get my family to Berlin. “Sheldon, you are an angel,” I said through tears, explaining that my father had died in July and this was to be our family’s first Thanksgiving without him.

Sheldon told me, with what seemed like genuine emotion, that he was terribly sorry for my loss. The good news was he could get us on a Lufthansa flight later that night, going through Munich. All I had to do was cover the price difference between the tickets: $1,415.97 for the three of us. I sighed and gave Sheldon my American Express card number.

That’s when I became the latest victim of what the Federal Trade Commission calls a business-impostor or business-impersonator scam. Like 396,227 other Americans in the first nine months of this year — up 18% from the same period last year — I fell for this increasingly sophisticated deception, in which someone claims to represent a trusted company to extract money and personal data from an unsuspecting victim...

The specific techniques the scammers use vary: Some pose as airlines on social media and respond to consumer complaints. Others use texts or emails claiming to be an airline reporting a delayed or canceled flight to phish for travelers’ data. But the objective is always the same: to hit a stressed out, overwhelmed traveler at their most vulnerable.

A sponsored scam

In my case, the scammer exploited weaknesses in Google’s automated ad-screening system, so that fraudulent sponsored results rose to the top. After I reported the fake “United Airlines” ad to Google, via an online form for consumers, it was taken down. But a few days later, I entered the same search terms and the identical ad featuring the same 1-888 number was back at the top of my results. I reported it again, and it was quickly removed again. (...)

In retrospect, my refusal to face reality was my biggest mistake. We were still in traffic, set to arrive at the airport just as United Flight 962 was beginning to board, with three large suitcases to check. We had zero chance of making it.

The replacement of humans with not-always-helpful AI-powered customer-service tools makes it easier for an airline scammer to lure frustrated travelers. That’s what happened to me in the back of the cab when I opened the United app on my phone and began furiously texting, first with a bot, then with an actual representative, who sent me a link for the company’s Agent on Demand service to help passengers in urgent situations.

The link didn’t work. When I tried to text the agent on the app, the connection got lost and I was back to square one, chatting with a bot. Time was running out. Exasperated, I closed the app and typed “United airlines agent on demand” into Google. The top search result on my phone said United.com, had a 1-888 number next to it and said it had had “1M+ visits in past month.” In other words, it looked legit. I tapped the number. That’s when I first connected with Sheldon.

Not a good sign

After paying for the new tickets, I received a confirmation email from an unfamiliar domain. Sheldon was still on the line with me, so I asked him what was going on. Shouldn’t the confirmation come from United.com, not some random site called Travelomile? Sheldon explained that because Lufthansa operated the new flight and the changes were so last-minute, United used the site as its payments-processing partner. This didn’t quite make sense, but I suppose I still wanted to believe in Sheldon.

It wasn’t until he asked me to upload images of my family’s passports to a janky-looking website that my head started to spin. When our cab pulled into the departures zone, I hung up on Sheldon and ran to United’s customer-service counter in tears. I showed the agent behind the counter our “boarding passes.”

“I don’t know what these are, but I will help you,” the agent said. He booked us on the next flight, through Frankfurt, at no extra cost — a holiday miracle.

When we arrived at our gate, I called American Express and contested the charge from Travelomile before canceling my credit card. I then contacted Experian, one of the three major credit bureaus, to put a fraud alert on my file. Next, I filed complaint with the FTC and reported the fake ad to Google. Later, I looked up Travelomile on TrustPilot, an independent customer-review platform, and found 47 one-star ratings out 297 ratings total. Many of those one-star reviews were from people who said they had fallen for a similar scam. (...)

Stay on guard when you travel

What consumers can do to protect themselves from travel scammers, according to John Breyault of the National Consumers League:

• Save the airline’s real number in your contacts before traveling.
• If you reach out to the airline, do it through its official app.
• If you’ve been defrauded by an impostor, contact your bank or credit card company immediately.  [ed. more...]

by Rachel Dodes, Bloomberg/Seattle Times |  Read more:

Image: uncredited