Beware of Scammers on Social Media
Especially the One Posing as Airline Customer Service.
In the age of social media, sharing experiences online has become second nature. We tweet about our meals, post photos of our travels, and, increasingly, take to these platforms to voice our grievances. Airlines, with their significant online presence, often bear the brunt of these public complaints. Unfortunately, this has given rise to a new breed of scam: fraudsters posing as customer service representatives. A recent experience by a friend dealing with a cancelled flight and downgrade got him down the rabbit hole of scammers. And he was willing to share his adventures (which were without consequences because he picked up signs of things that were wrong), I ended up being the target of similar scammers only a couple of weeks later. So let’s analyze the step by step process of how it works.
How the Scam Works
Identification of Targets: Scammers closely monitor social media platforms like Twitter, Facebook, and Instagram for complaints directed at airlines. When a frustrated traveler tweets about a delayed flight or posts on Facebook about lost luggage, the scammers see an opportunity.
Initial Contact: The scammers, posing as airline customer service representatives, respond to the complaint. They typically have convincing profiles, complete with logos and links that look official. They offer help and ask the victim to continue the conversation on a different platform, often WhatsApp.
WhatsApp Engagement: Once on WhatsApp, the tone shifts. Despite using some “Customer Service” logos and tag name, the goal of the scammers is to create a sense of urgency, claiming that immediate action is needed to resolve the issue. They might say something like, "We need to verify your booking details immediately to avoid cancellation," or, "Your reservation is at risk. Please provide your payment information to secure your booking." There was a lot of signs you could pick up to figure out it is a scam. First, why the switch to “WhatsApp”? Secondly, I am based in the US with a reservation made in the US. Why a French airlines would go through a UK number to support my request? And lastly and that is the best one, one of the scammers forgot to hide his number and it was located in Kenya. Right there, I was just laughing as how lazy you had to be to not even obfuscate your location better.
Pressure Tactics: The scammers bombard the victim with messages, each more urgent than the last. They might call repeatedly, send messages with dire warnings, and use any means necessary to get the victim to act quickly without thinking. The best way I could find to calm them down was to put down my royal flush. As you can see below, I just told Agent James what I thought. And BTW, having worked in the airline industry in my youth, no one will ever ever call themselves Agent. You have Gate Agents but they call themselves Ground Service or Gate Attendant. I think he was confused in the scam and went for the IRS Agent one, mixing up his roles.
Real-Life Examples
And I am not the only one. Without my friend going through the same scam two weeks before, I would not have really pursue to write about it but it seems to be more and more prevalent and no warnings come on airlines or merchant website (I did reach out separately to Air France official contact to inform them of my little adventure). Another recent example involves a traveler named Sarah, who tweeted about a delayed flight with a major airline. Within minutes, she was contacted by a seemingly legitimate customer service account. The representative asked her to move the conversation to WhatsApp for "better support." Once there, Sarah was pressured to provide her credit card information to "secure her reservation." Fortunately, she recognized the signs of a scam and did not comply. Same script.
In another case, John posted on Facebook about a missing bag. An account that appeared to be from the airline's support team reached out, offering immediate assistance via WhatsApp. On WhatsApp, John was told his bag would be "permanently lost" unless he paid a fee to expedite the search. The constant barrage of messages created a sense of panic, but John contacted the airline directly through their official channels and confirmed it was a scam. As my friend and I did, if something doesn’t seem right or a sense of urgency (especially when you need your luggage) is escalated by the “customer service” person, remember to pause and switch to emails. If they ask you for your email, tell them it’s already in the reservation. If they pressure you more, let them know you will pursue the matter with another agent and cut the communication. Or if you are like me and like to drag scammers into a time blackhole of nothingness because while they are busy with you, they don’t scam other people, go for it. You are my kind.
Protecting Yourself
To avoid falling victim to these scams, consider the following tips:
Verify the Account: Check if the account contacting you is verified and has a consistent posting history. Scammers often create new accounts that may lack a verification badge or have few followers.
Use Official Channels: Always contact customer service through official channels listed on the airline's website. Avoid moving conversations to platforms like WhatsApp unless you have verified the request through official sources.
Be Wary of Urgency: Legitimate customer service representatives do not pressure you with urgent messages. If you feel rushed or panicked, it’s a red flag.
Protect Personal Information: Never share sensitive information like your credit card number or personal identification details over social media or messaging apps.
Report Suspicious Activity: If you encounter a scam, report the account to the social media platform and the airline involved.
While social media can be a powerful tool for customer service, it also presents opportunities for scammers. By staying vigilant and knowing the tactics they use, you can protect yourself from falling victim to these schemes. Always verify the identity of anyone claiming to represent an airline and use official channels for communication. Air France did end up contacting me back for my original complain (which was not resolve as no explanation could be provided) and I took that opportunity to report to them the scam and how a simple disclaimer/warning prominently displayed on the homepage would go a long way to protect their customers.
Stay safe and travel smart!
