Travellers searching online for an airline's customer service number during a flight disruption could be putting themselves at risk of fraud, according to a new report from ConsumerAffairs.
Consumer protection experts say scammers are creating fake websites, advertisements and search listings that display fraudulent airline contact numbers.
The scams often target passengers whose flights have been delayed or cancelled and who are trying to quickly rebook or request a refund.
Victims who call the fake numbers may believe they are speaking to a genuine airline representative.
Cybersecurity researchers say scammers often answer calls professionally, using airline names and industry terminology before asking for booking references, passport details, credit card information or other personal data.
In some cases, travellers are told they must pay extra fees to secure a replacement flight. Requests for payment via gift cards, wire transfers or peer-to-peer payment services are considered major warning signs. Some scammers also ask callers to download remote access software, allowing them to access personal devices.
The scam has been reported across multiple domestic and international airlines, particularly during periods of widespread flight disruptions when customer support demand is high.
ConsumerAffairs also highlighted the case of an Iowa family holidaying in Mexico who lost US$7,000 after searching Google for an airline's customer service number when the airline's app failed to work properly.
Airlines generally advise passengers to use official channels for customer support, including their mobile apps, official websites, boarding passes or confirmation emails, rather than searching online for contact numbers.
Travellers who suspect they have been targeted should contact their bank, notify the airline and report the incident to consumer protection authorities.