Fake airline customer service centers on the rise
CALIFORNIA, UNITED STATES — In the wake of increasing flight delays and cancellations, travelers are falling victim to a new breed of scam: fake airline customer service centers.
These fraudulent operations are tricking unsuspecting passengers into handing over their personal and financial information, leaving them stranded and financially compromised.
How scammers exploit Google search results
The surge in these scams coincides with changes in Google’s search algorithm, which has inadvertently elevated scam numbers to the top of search results.
Previously, scammers had to pay for Google advertisements to appear at the top of search results. These paid results were clearly labeled as “sponsored” or “ad,” making them easier for consumers to identify and avoid.
However, scammers have now found ways to manipulate Google’s algorithm without paying for ads. By infiltrating government websites and creating hidden forums designed to trick Google, these fake airline customer service numbers have secured top positions in search results without any advertisement label.
Tactics used by fake customer service centers
These fake centers often use urgency to pressure travelers into making quick decisions. When travelers search for customer service numbers online, they often find scam numbers at the top of the results.
These numbers connect them to fake call centers where scammers pose as airline representatives. The scammers create a sense of urgency, claiming that immediate action is required to secure a new flight or avoid additional fees. This pressure leads travelers to overlook red flags and provide personal and financial information.
Cathy Chang, a traveler heading to Australia, experienced this firsthand. After searching for “Air Canada” on Google, she called a number that appeared at the top of the results. The scammer, on the other end, claimed she owed $500 for her flight, which she had already paid in full.
Fearing she might miss her trip, Chang provided her credit card information, only to realize later that she had been scammed. Fortunately, with assistance, she managed to get her money back, but the experience left her shaken and wary.
How to protect yourself from airline scams
Michelle Couch-Friedman, founder and CEO of consumer advocate organization ConsumerRescue.org, listed a few tips to avoid falling for these scams. This includes:
- Verifying numbers on official channels. Always use the airline’s official website or mobile app to find customer service numbers. Avoid relying on search engine results, which can be manipulated by scammers.
- Paying attention to how calls are answered. Legitimate airline agents will identify the airline when answering your call. If the agent is vague or does not provide an official greeting, hang up and verify the number through official channels.
- Being wary of urgent requests for payment. Airlines typically do not ask for immediate payment over the phone for flight changes, especially if the change is due to a cancellation. If you’re asked for your credit card information right away, it’s likely a scam.
- Downloading the airline’s mobile app. Having the airline’s app on your phone ensures you have direct access to official customer service numbers and other important information. This can save you from a frantic Google search in a moment of need.
- Avoiding suspicious search results. Scam numbers often appear in search results with unusual fonts or emojis. Official airline websites maintain a professional appearance and do not use such tactics.
Couch-Friedman said that consumers have to stay vigilant as scammers become more sophisticated. If you suspect you’ve been scammed, contact your credit card company immediately to report the fraud and cancel your card.
It’s also important to double-check the authenticity of customer service numbers and avoid sharing sensitive information unless you are certain of the recipient’s legitimacy.
By taking these precautions, you can protect yourself from falling victim to these increasingly common airline customer service scams.
