What to know about the fake airline 'rep' on X scam
Calling our airline problems on social media might feel cathartic, but it makes you a target for scammers who are trying to get your credit card information. Credit: AP/Nam Y. Huh
Given the increase in issues vexing travelers, it’s common to see frustrated fliers air their complaints on social media while tagging the offending airline in their posts.
Maybe they’re miffed at a flight disruption or lost baggage. They’re likely hoping that a public shaming will spur the airline into fixing their problem. While airlines are active on social media and typically engage with aggrieved travelers in their direct messages, these types of posts are also prompting scam artists to swoop in and “help.”
After a second trip back from the runway to the gate to address a “paperwork” issue, I posted to X about the flight delays. That generated the following reply from “Patrick, JetBlue Manager.”
“We apologize for the situation and inconvenience caused. In order for us to be able to check about the situation, we kindly request that you please send us your reachable phone number so agent, JP Can assist.”
Shortly after Patrick’s reply came another notification that my previous post was liked and retweeted by an account bearing the name Thomas Clark JetBlue Supervisor. Thomas wrote: “Hi apologies for the inconvenience caused, kindly follow back and share a reachable number via DM for assistance please. Thank you.”
In addition to the odd social media interactions, there were reasons to be suspicious. Neither of the accounts had any kind of verification mark, and the account handle for “Patrick” had misspelled the word “manager.”
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“Along with the rest of the industry, we have seen several fake social media accounts falsely representing themselves as JetBlue to deceive and defraud customers,” Derek Dombrowski, senior manager, corporate communications for JetBlue.
Dombrowski said the airline works with a cyber fraud prevention business and its own legal counsel to combat the fraudulent posters. But with fraudulent social media accounts so easy to create, the removal process is akin to whack-a-mole.
How the scam works
After travelers vent their frustrations on social media, the scammer swoops in to offer assistance. That’s when they ask for personal information like a phone or WhatsApp number via direct message to continue the conversation and resolve the issue. That resolution often entails an offer to rebook your flight reservation and an ask for your credit card number.
How to spot a scammer
First, look for the correct verification check mark. Official corporate accounts airlines’ now carry gold marks on X.
Also, be suspicious if the response comes from a personal account instead of the main airline account.
“Our social care agents respond to customers directly from United’s verified social media accounts, never from an individual account,” said Erin Jankowski, a global response communications specialist with the airline.
Some fake accounts may have obvious cracks in their facade, such as misspellings in the account name or demonstrating odd conduct. And any time someone asks for password or payment information over social media, your internal fraud alarm should go off.
What to do if a scammer contacts you
For starters, steer clear and don’t respond to them. If you want to be proactive, you can file a report directly with the social media platform and/or with the Federal Trade Commission (FTC).
What to do if you sent a scammer money
If you mistakenly sent money to a scammer, the FTC has a helpful online resource page that provides guidance based on the type of transaction.
