What's Happening?
Dan Smoker, a United Airlines passenger from Denver, fell victim to a travel scam while attempting to rebook a flight. After a mechanical issue led to the cancellation of his flight, Smoker contacted United Airlines' customer service. During the call, he was unknowingly transferred to a scammer posing as a United agent. The scammer, identified as 'David,' convinced Smoker to pay $17,000 for a new booking, promising a refund that never materialized. The scam was categorized as a business imposter scam by the Federal Trade Commission (FTC), a prevalent form of fraud where scammers impersonate trusted entities.
Why It's Important?
This incident underscores the growing threat of imposter scams, which have resulted in significant financial losses for consumers. The FTC reports over 500,000 cases of imposter fraud in the first half of 2025 alone, with losses exceeding $1.6 billion. The case highlights the need for consumers to exercise caution when seeking customer service online and the importance of verifying contact information. It also raises concerns about the security protocols of companies like United Airlines, which inadvertently facilitated the scam by transferring the call to a fraudulent number.
What's Next?
United Airlines is conducting a full investigation into the incident and is working with American Express to resolve the issue for Smoker. The airline has acknowledged a lapse in protocol and is reviewing its procedures to prevent similar occurrences. The FTC continues to urge consumers to report scams, which aids in tracking and addressing fraudulent activities. Smoker is hopeful for a resolution and is awaiting a refund through his credit card dispute.
