SaskWatch Newsletter

As air travel becomes increasingly accessible, opportunities for scams and fraud have expanded alongside it. The widespread use of online purchasing and digital information sharing has created new avenues for criminals to exploit consumers through phone calls, emails, mobile applications, and fraudulent websites. Travelers are particularly vulnerable during peak travel seasons or moments of urgency, such as flight delays or cancellations, when stress and time pressure weaken rational decision-making. In these situations, losses can occur within minutes, sometimes due to something as minor as a single incorrect letter in a website link or a counterfeit customer service phone number. Scammers capitalize on this vulnerability by impersonating trusted airline brands and travel agents, using sophisticated tactics such as false advertising, call-center style communications, and increasingly, artificial intelligence–generated messaging. (1)

Regulatory data shows a significant rise in reported cases and financial losses linked to these impersonation scams. As these practices continue to evolve, it is essential for consumers to recognize the warning signs. This article will examine common red flags associated with airline scams, highlight real-world cases involving victims, and outline practical steps travelers can take to protect themselves during airline transactions.

Call Centre and Customer Support Scams 

With the growth of online information sharing, scammers now have easier access to travelers and their personal data. In some cases, fraud is as simple as advertising a fake phone number while attaching it to a well-known airline’s name.

In others, scammers initiate direct contact, impersonating airline representatives over the phone. Social media has also become a prime hunting ground: scammers monitor posts from frustrated travelers and reach out through fake accounts, posing as customer service agents offering assistance. Once contact is made, victims are often asked to provide sensitive information such as booking confirmation numbers, phone numbers, or banking details, or are redirected to spoofed websites designed to harvest personal data. This information can then be used to steal identities or rack up unauthorized charges on victims’ accounts. According to the U.S. Federal Trade Commission, airline impersonation scams have become increasingly common, exploiting consumers at moments of stress and urgency.(2)

One case involved Jeff Richardson, a Nova Scotia resident who booked a flight directly through the Air Canada website on October 22. After experiencing difficulty selecting his seat online, Richardson searched for a customer service number and called what he believed was Air Canada’s support line, beginning with 1-833. The individual who answered claimed to be an Air Canada representative, and Richardson provided his booking details and credit card information to reserve seats. However, Air Canada later confirmed to CBC News that the number did not belong to the airline. That same day, Richardson noticed a charge of more than $200 from a company called “AirReservation,” which is not affiliated with Air Canada, and was later notified that his flight had been cancelled. When he attempted to call the number again, the line appeared to be disconnected. Air Canada stated that the impersonator may have obtained enough personal information to cancel the booking. While Richardson recalls finding the number on what appeared to be the airline’s website, it remains unclear whether he encountered a spoofed site, a common tactic in which fraudsters create realistic copies of legitimate websites to mislead consumers. (3)

Baggage Scams

A newer form of airline-related fraud has emerged, targeting travelers through their baggage tags and boarding passes. Airlines have reported an influx of fraudulent claims in which scammers retrieve discarded adhesive baggage tags,typically attached to suitcase handles, and use the information printed on them to file false reports for missing items. These automated tags often contain sensitive details such as a passenger’s name, flight number, date of travel, and destination, and may also include the bag’s weight, place of origin, or booking reference. Reports circulating online suggest that scammers monitor airport terminals for travelers who throw these tags away, then retrieve them from trash bins and impersonate the passenger at baggage claims. (4) This not only results in financial losses for airlines but can also complicate legitimate claims made by the actual traveler if a fraudulent claim has already been submitted.

Boarding passes have also become a valuable target for fraudsters. Using barcode-scanning apps or simple “shoulder surfing” techniques while standing in airport lines, scammers can capture sensitive information such as a traveler’s booking reference or frequent flyer number. With this data, criminals may access ticketing accounts, steal personal information, hijack reservations, or even commit identity theft. (5)

Awareness of these tactics is a critical step toward prevention. While many travelers are vigilant about online security, physical items like baggage tags and boarding passes are often overlooked despite the sensitive information they contain. Keeping these items secure and disposing of them properly, such as by shredding rather than discarding them intact, can significantly reduce the risk of becoming a victim of fraud.

Red Flags Specific to Airline Scams 

In response to the rise in airline-related scams, airlines have become more proactive in helping customers identify common red flags associated with fraudulent activity. Air Canada, for example, warns travelers to be cautious of requests for payment made outside official channels, pressure to act immediately, and demands for unusual payment methods such as gift cards, cryptocurrency, or wire transfers. These tactics are frequently used to create urgency and bypass a consumer’s rational decision-making.

Air Canada educates customers about common scam techniques, including phishing, smishing, and vishing. Phishing typically involves deceptive emails designed to “fish” for sensitive information such as passwords, bank account numbers, or credit card details. Smishing refers to fraudulent text messages that often contain misleading links leading to fake forms or malware downloads, while vishing, or voice phishing, involves phone calls, voicemails, or robocalls in which scammers impersonate legitimate businesses to obtain personal or payment information directly from the victim. Several warning signs may indicate these types of scams: messages are often unsolicited or sent from unknown or unverified sources, may contain misspellings, poor grammar, unusual formatting, or incomplete sentences, and frequently create a sense of urgency to prompt recipients to click links, open attachments, or provide sensitive information.

Air Canada advises customers to check its website for a list of trusted email addresses and to verify similar information with other airlines. Offers that seem unrealistic or promise automatic financial gain should also be treated with suspicion, as they are often designed to lure victims into a false sense of security. (6)

Travelers are urged to remain vigilant when encountering advertisements on search engines or social media that claim to offer airline assistance, services, or deals. These ads can be deceptive and may direct users to fraudulent phone numbers posing as airline call centers. To reduce the risk of falling victim to these scams, passengers should always rely on official and verified airline websites, apps, and contact channels when making bookings, managing reservations, or seeking customer support.

Protect Yourself from Airline Fraud

To reduce the risk of travel-related fraud before booking, experts recommend making reservations directly through official airline websites or trusted online travel agencies (OTAs). Travelers should rely on verified airline contact details and use official airline mobile apps rather than phone numbers or links found through online ads or social media. Enabling two-factor authentication on airline and loyalty program accounts adds an extra layer of security, and paying with a credit card—rather than debit or alternative payment methods—offers additional consumer protection in the event of fraud or unauthorized charges. (7)

Protecting personal information remains important throughout the travel journey, not just during booking. Boarding passes, whether digital or physical, should be kept secure and only displayed when required by airline staff. Travelers are advised not to post images of boarding passes or baggage tags on social media, as the information they contain can be exploited by scammers. Boarding passes and baggage tags should never be left on the plane or casually discarded at the airport; instead, they should be disposed of safely, preferably shredded, once the traveler has reached their destination.

Additional precautions can further reduce exposure to fraud. Travelers should carry only essential identification documents and devices, leaving unnecessary electronics and sensitive items at home when possible. Air Canada recommends, for example, leaving passports behind when flying domestically.

It is also advisable to avoid accessing bank accounts, health records, or other sensitive information while connected to public Wi-Fi networks. Public USB charging ports should be avoided as well, as they can be compromised to extract data from devices; bringing a personal portable charger is a safer alternative. (8)

If you believe you have been scammed, it is important to act quickly to limit further damage. Start by contacting the airline directly through its official website, mobile app, or verified customer service number to report the incident and secure your booking. You should also notify your bank or credit card issuer immediately so they can block unauthorized transactions, reverse charges where possible, and monitor your account for suspicious activity. Reporting the scam to consumer protection agencies can help authorities track fraud trends and prevent others from becoming victims. Finally, change passwords for any affected accounts and strengthen their security, including enabling two- factor authentication, to reduce the risk of further compromise. (9)

Sources:
1. Airline impostor scams exploit digital gaps and traveler stress. Hospitality.today. (2025, December 19). https://www.hospitality.today/article/airline-impostor-scams-exploit- digital-gaps-and-traveler-stress
2. Puig, A. (2024, July 25). Scammers impersonate airline customer service representatives. Consumer Advice. https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives
3. Grillo de Lambarri , G. (2025, June 14). He thought he was calling Air Canada. the airline says it wasn’t them . CBC news. https://www.cbc.ca/news/canada/nova-scotia/air-canada-refund-1.7559180
4. Himmelsbach, V. (2026, January 8). New scam targeting airline passengers results in a reported influx of fraud. How it works and why your baggage tags are key. MSN. https://www.msn.com/en-ca/money/topstories/new-scam-targeting-airline-passengers-results-in-a-reported-influx-of-fraud-how-it-works-and-why-your-baggage-tags-are-key/ar-AA1TL1Aq
5. Ibid.
6. Air Canada – Anti Fraud Information Guide. The Air Canada Cybersecurity Centre. (n.d.). https://www.aircanada.com/ca/en/aco/home/book/travel-news-and-updates/telephone-and-email-scams.html#/
7. Ibid.
8. Himmelsbach, V. (2026, January 8). New scam targeting airline passengers results in a reported influx of fraud. How it works and why your baggage tags are key. MSN
9. Travel fraud: How to protect yourself before you book a vacation. RBC Wealth Management. (2025, March 20). https://www.rbcwealthmanagement.com/en-ca/insights/travel-fraud-how-to-protect-yourself-before-you-book-a-vacation

Sources:
1. Bednar, V. (2025, December 24). Opinion: Why shops are removing price tags, and why this is bad. The Globe and Mail. https://www.theglobeandmail.com/business/commentary/article-why-shops-are-removing-price-tags-and-why-this-is-bad/
2. Ibid.
3. Steele, C. (2024, November 14). 6 price comparison apps to help you get the best deals. PCMAG. https://www.pcmag.com/picks/best-price-comparison-apps-for-shopping
4. Paynton , G. (2024, August 15). The importance and benefits of comparison shopping. ShipNetwork. https://www.shipnetwork.com/post/the-importance-of-comparison-shopping
5. Jackson, S. (2014, May 2). 6 downsides of comparison websites. Money Dashboard. https://www.moneydashboard.com/blog/6-downsides- of-comparison-websites