‘DM your details’: Travellers warned of scam airline accounts as Iran war disrupts flights

Your flight has been delayed as a result of the Middle East crisis and you want to find out what’s happening, so you go online for an answer. You find a social media account run by the airline you are booked with and post a question, and get a reply offering help.

You’re asked to send a direct message with details, which seems reasonable. A conversation starts and you are told to give your phone number as you may be due compensation. This is where it all starts going wrong: instead of being given money, you have it taken. Although it looked official, the account that replied was a scam.

Fake airline accounts are not new but scammers have leapt on the disruption caused by the Iran war to target people around the world, setting up scams in the names of the carriers most affected by the crisis.

Santander says it has already heard from customers who were caught up in cancellations and delays – and then caught out by fraudsters. On the social media site X, customers say they have been contacted by accounts purporting to be run by the airlines Qatar Airways, Etihad and Emirates.

On X, Santander customers say they have been contacted by accounts purporting to be run by Etihad, Emirates and Qatar airlines. Photograph: Santander

Chris Ainsley, the head of fraud risk management at Santander UK, says: “Fraudsters are quick to exploit uncertainty and the travel disruption caused by the conflict in the Middle East is no exception.

“We’re already seeing criminals target people seeking refunds for booked travel and holidays, sending them a link to supposedly receive a refund but instead people’s accounts are being charged.”

What the scam looks like

The fraudster has set up what looks like a legitimate account for an airline – it will typically have the logo at the top. The name of the account could include the airline’s name, or be something generic such as support team, quick response team or guest services care.

The name of the fake account may include the airline’s name and – or – include something generic such as support team. Photograph: Santander

The description for the account may ask you to share your email address or phone number, or there may be no detail at all.

While you might come across the account while looking for help, typically the fraudsters scan social media for passengers who are attempting to contact legitimate accounts and reply to them offering help. This can make it harder to spot that the message is from a scammer.

You will be asked to share your details on a direct message. The fraudster will then contact you, claiming to be from the airline, and say they can process a refund. They will send you a link to a money transfer app and ask you to use your digital wallet to accept the refund. Once they have all this in place, instead of paying you they will debit your account.

What to do

Be very wary of any accounts on social media that you do not find via the airline’s website, or via another source you know to be legitimate. When an airline has a separate social media account for customer service questions it will usually include the name in the description on the main account.

If any account replies to your post, check the name to make sure it is the real account.

An account with a very low follower number is a red flag that it is fake. Photograph: Santander

When you click on the page of a fake account the follower number will be very low – usually in single figures. This is a red flag.

Do not hand over payment details or passwords. Etihad has posted a warning to customers on X saying: “Etihad will never request passwords, one‑time codes, payment details, or any sensitive information through social media messages.” If you are asked for any of this, do not hand them over.

Ainsley says: “Always look for updates on the airline or travel companies’ official website or the Foreign Office website.”