A growing wave of impostor airline websites is catching hurried passengers off guard, and consumer advocates in Green Bay are urging travelers everywhere to slow down before clicking the first “customer service” link that appears on a smartphone screen.
Airline impostor scam targets frantic travelers
The latest alert comes from the Wisconsin Better Business Bureau, which has fielded a steady stream of complaints from travelers who unknowingly handed over credit-card details and personal data to fraudulent call centers that masquerade as legitimate airline help desks. According to a 2025 report by WBAY television, victims tend to search online after a flight is canceled or rescheduled, click the first result that looks official, and dial the phone number listed—never realizing it leads to scammers rather than the airline itself. Lisa Schiller, a senior investigator with the bureau, knows the con all too well. “You’re in an airport. You’re in a hurry,” Schiller said during a WBAY interview. When her own flight was suddenly canceled, she tapped the first Google listing that used her airline’s logo and spent 1 hour on the phone sharing itinerary information with what she thought was a legitimate agent. “It was really a fiasco,” Schiller said during the interview. Only after hanging up did she run the number through the bureau’s database and discover multiple complaints linked to the same impostor operation. Her ordeal set off a fresh round of warnings for passengers crisscrossing the Upper Midwest and beyond.
How the fake-site swindle works
- A traveler’s flight is canceled or a last-minute change is needed.
- In the rush, the traveler searches “Airline Name customer service” on a phone.
- Search results—sometimes paid ads—place fraudulent numbers above the real airline listing.
- Impostors answer the call, ask for booking codes, loyalty credentials or a new payment to “reissue” tickets.
- Victim later discovers extra charges, compromised personal data or canceled reservations.
Because many people rely on voice calls under stress—especially when standing in a noisy terminal—scammers exploit that urgency. Domain names often swap a single letter or use a “.net” or “.info” extension instead of “.com,” while the phone number forwards to an overseas call center using internet telephony.
Red flags travelers should notice
- No “https:” prefix or padlock icon in the URL.
- Small typos in the airline name or extra punctuation—such as “Jet-blue” instead of “JetBlue.”
- Pop-up chats that demand immediate payment for “upgrade fees” or “reissue charges.”
- Phone reps who refuse to provide an employee ID or hang up when asked to email written confirmation.
- Claims that a new reservation number must be created and the old one cannot be refunded directly.
Tips for Travelers
- Store official numbers in advance. As soon as you purchase a ticket, save the carrier’s verified customer-service line in your contacts.
- Use the airline’s own app. Most major airlines allow same-day changes or rebooking directly in their apps, sidestepping third-party sites completely.
- Look past paid ads. Scroll down to organic search results or navigate straight to the airline’s domain manually.
- Check BBB listings. The Better Business Bureau maintains complaint logs that can reveal a sham phone number in seconds.
- Document everything. Keep screenshots, emails and text threads; these records help when disputing fraudulent charges with your credit-card issuer.
- Report scams. Sharing details with the BBB’s Scam Tracker and the Federal Trade Commission helps shut down fake sites faster.
FAQ: What to do if you suspect an impostor call
Should I cancel my credit card right away?
If you provided card details, call the issuing bank immediately. Ask for a freeze or replacement card, then monitor statements for unauthorized charges.
Can airlines refund money taken by impostors?
Airlines are not responsible for third-party fraud. Your best recourse is to file a dispute with the card issuer and report the scam to the BBB and the FTC.
How do I tell if a paid ad is legitimate?
Hover over the link on a laptop or press and hold on a smartphone to preview the full URL. Paid ads should still direct to the airline’s exact domain—no extra words or misspellings.
Are third-party booking sites all unsafe?
No, many large online travel agencies are reputable. The danger arises when unknown sites promise rock-bottom fares or demand payment through wire transfers or gift cards.
Protect yourself before the next boarding call
The Wisconsin BBB’s warning echoes similar alerts issued by consumer-protection offices in other states as air traffic rebounds. The Federal Aviation Administration recorded more than 16 million domestic departures last year, and every disruption—whether weather, crew shortage or mechanical—creates fertile ground for fraudsters. While search engines continually purge deceptive ads, new domains pop up just as fast, often registered overseas and hidden behind privacy shields. By taking a minute to verify URLs, store official helpline numbers and rely on airline apps for rebooking, travelers can shut the door on impostor operations. The next time a gate agent announces a cancellation in Green Bay or any other airport, you’ll be ready to act—without handing your travel budget to a scammer. — as Schiller told WBAY.
