Safety Alert: Beware of fraudulent airline hotlines

In the course of its work, the apf was alerted by applicants to a scam in which supposed airline hotlines ask their victims to make payments. We therefore urge those affected to be on the lookout for this hotline scam, in which fraudsters pose as employees of airlines or booking platforms to obtain sensitive data and money. Passengers are particularly vulnerable to these attacks in stressful situations—such as flight cancellations, delays, or baggage issues.

In cases we are aware of, passengers have fallen victim to fake call centers while searching for alternative flights. The European Consumer Center Germany (EVZ) has also issued a warning about this scam.

How does the scam work?

1. Fake search results: Scammers place paid ads on search engines or create deceptively authentic websites that mimic official airline sites.
2. Direct contact: Unlike real hotlines, which often have an automated message and a hold queue, you are immediately connected to an “advisor” when you call one of these scam numbers.
3. Data collection: The scammers ask for your booking number and personal information. This allows them to view your actual flight details, making them appear credible.
4. The scam: You are asked to provide your credit card information to cover a supposed rebooking fee, or even to install remote access software (such as AnyDesk or TeamViewer) to "finalize" the booking.
5. The consequences: As soon as you disclose your information, unauthorized charges are made, emails with payment requests are sent, or malware is installed on your device. You will often receive a fake booking confirmation via email afterward, but no actual ticket.

In this regard, the apf recommends:

• Use only official channels: Write down your airline’s official phone number from your travel documents, go directly to the airline’s website, or visit the airline contact page on the apf website.
• Be critical of search engines: Don’t blindly click on the first results on Google. Fake websites are often labeled as “Ads” or have suspicious domain names (e.g., long strings of underscores, strange extensions).
• Do not disclose sensitive information over the phone: Never give out your credit card number or PIN over the phone. Genuine customer service representatives do not ask for this information in this way.
• Do not install any software: Never install remote maintenance programs at the request of an unknown caller.
• Be wary of direct contact: If you speak to someone immediately, without an announcement or menu options, you should exercise caution.

What should you do if you have already been contacted?

• Act immediately: If you suspect you have been a victim of fraud, contact your bank right away to request a chargeback.
• Check your devices: Uninstall any remote maintenance software that may be installed and scan your device for malware.
• Report the incident: File a police report and report the fraudulent website to consumer protection organizations (Ministry of Social Affairs, Chamber of Labor, Association for Consumer Information)
• Contact the actual airline: Please address your inquiry exclusively through the airline’s official channels.

Stay alert, especially during hectic situations at the airport or when there are flight issues. If you have a bad feeling, it’s best to hang up and call the airline back using a known, official number.