RALEIGH, N.C. — A North Carolina family expecting a dream journey to Thailand instead discovered a nightmare in the fine print of an online “customer-service” link, providing a cautionary tale as the year-end travel rush approaches.
How an airline seat change devolved into a five-figure loss
Months before departure, Leigh Lamotta logged on to her TrueBlue loyalty account to double-check seat assignments for an upcoming Raleigh–Bangkok itinerary originally purchased directly from JetBlue Airways. The page displayed a pop-up alert that claimed there was “a complication with your reservation” and listed a toll-free number. Lamotta dialed the number. A representative who “explained the process, it’s very common,” Lamotta said during a WTVD interview, told her that the flight needed to be re-ticketed but that JetBlue would fully reimburse the original purchase. Reassured, she authorized a second charge for the same seats, bringing her outlay to $6,827. The family enjoyed the overseas trip without incident. Problems emerged only after they returned and the promised refund never posted. When Lamotta called the same number to follow up, the person claimed her credit-card company had rejected the credit and proposed rerunning the charge—this time adding $1,800 for “inconvenience.” Lamotta declined, and the caller abruptly disconnected.
Discovering the scam
Lamotta then phoned JetBlue directly at the airline’s well-publicized 1-800-JETBLUE line. A supervisor searched the system and found no record of the rebooking or the phone number with which Lamotta had spoken. A closer check of the e-ticket receipt revealed that the second transaction was actually processed through a company called AirTravelPad, and the credit-card descriptor showed “AirlineFare,” not JetBlue. Between the original booking and the fraudulent re-ticketing, the Lamottas had paid more than $13,000 for the same set of flights—double what they had budgeted. “We’re a one-income family; we don’t just have extra money to let go,” Lamotta said during the WTVD segment.
Unresponsive third-party agency
WTVD reporters tried to reach AirTravelPad via the website and phone number listed on the receipt, but neither channel worked. When a producer finally reached a person at the number used by Lamotta, the individual claimed to “work for all airlines,” then hung up after learning it was a media investigation. The Better Business Bureau lists 10 one-star reviews that mirror Lamotta’s experience with AirTravelPad. The BBB has also posted two alerts citing a pattern of complaints about advertising misrepresentations, refund delays and an overall failure to respond to the bureau.
JetBlue’s official position
In a statement, the company said it collaborates with industry partners to combat fraudulent agencies but warned that “new sites, unrelated phone numbers and social media profiles do pop up online.” JetBlue urged customers to interact only through verified channels such as JetBlue.com, official social media handles or by calling 1-800-JETBLUE. The carrier also stressed it has no relationship with AirTravelPad and that its site would never direct customers there.
Why scammers target seat assignments
Airline fraudsters regularly exploit passengers seeking simple itinerary tweaks—like adding seats or baggage—because travelers often feel rushed to resolve the issue before routes fill up. The pop-ups look legitimate, and unfamiliar toll-free numbers can appear credible, especially when paired with accurate flight details culled from public data. Once hooked, consumers may surrender booking codes and payment information that allow scammers to cancel, reissue or duplicate tickets under a shell agency.
Red flags that should make travelers pause
- Unfamiliar phone numbers displayed in web pop-ups after you log in to a frequent-flyer account.
- Requests to pay again for tickets you have already purchased, accompanied by a promise of a refund later.
- Confirmation emails that arrive from domain names unconnected to the airline.
- Credit-card descriptors that differ from the airline you intended to pay.
- Pressure to authorize large transactions immediately, coupled with refusals to send checks or use official refund channels.
Tips for Travelers: Protecting your wallet during the holiday rush
- Type the airline’s URL directly into your browser—never follow customer-service links that appear in pop-ups or unsolicited emails.
- Save the airline’s official phone number (for JetBlue, 1-800-JETBLUE) in your contacts and use it consistently.
- Verify the sender’s email domain. Authentic JetBlue messages come from “@jetblue.com,” not look-alike addresses or generic travel sites.
- Cross-check any new charge on your card statement within 24 hours; discrepancies spotted quickly are easier to dispute.
- Consider paying with a credit card rather than a debit card to gain stronger fraud-protection rights under U.S. law.
- When booking through third-party sites, research the agency’s BBB rating and read recent consumer reviews.
- Enable two-factor authentication on airline accounts to reduce the chances of unauthorized access.
Frequently asked questions about airline seat scams
Can airlines reimburse me if I fell for a fake rebooking call?
Generally not. If the charge was made to a third-party agency, the airline has no legal obligation to refund you. Your best recourse is to file a dispute with your credit-card issuer and report the incident to the Department of Transportation.
Are flight-insurance policies helpful in these situations?
Travel-insurance coverage typically applies to trip interruptions or medical emergencies, not financial fraud. Some policies include “fraudulent financial loss” riders, but those are rare. Always read the fine print.
How do I know whether a phone number is genuine?
The definitive list of corporate contacts is published on the airline’s own website. Cross-reference any number before dialing, and be wary of digits buried within pop-ups or forum posts.
The bottom line for holiday flyers
Airline seat scams can drain thousands of dollars in minutes and often capitalize on travelers’ urgency during peak seasons. Slow down, double-check web addresses and phone numbers, and remember that rebooking fees or refunds should always flow through official channels. A few extra minutes of verification may spare you the painful lesson the Lamotta family learned—at a cost of more than $13,000. — as Lamotta and JetBlue spokespeople told WTVD.
