Description

What Happened 1. April 20: Robyann and Debby receive a voicemail message from United letting us know there had been a schedule change and to call back to deal with the flight change. 2. April 30th Robyann (in Bangkok) and I, Debby, spoke on the phone and decided to call United Airlines to deal with this flight change. I put her on speaker and used Bruce’s phone to call United. Robyann gave me the United phone #: “1.800.United 1”.... 1.800.864.8331 3. Unfortunately I misdialed 1.800.864.8351. The correct United Airlines # is “1.800.United 1”... 1.800.864.8331. THIS SCAM NUMBER IS ONLY ONE DIGIT DIFFERENT, obviously intentional to intercept a person who misdialed, which I did! 4. I asked the man who answered ”Is this United Customer service?” He said “yes”. (I believe his name was Chase, and he had an accent.) HE DECEIVED US. HE POSED AS AN OFFICIAL AGENT OF UNITED AIRLINES but he was not. 5. I gave him the flight CONFIRMATION # EJKTZY. He stated that he pulled up the reservation and saw the need to change the HongKong air flight BKK to HKG in order to make the United flight HKG to LAX. 6. He stated to make the change would cost $900 per person = $3600 (4 travelers). Robyann & I firmly stated this was ridiculous because it was an airline initiated change (by HongKong Air) not a customer initiated change. 7. He argued, but said he’d speak with a supervisor. He came back on the phone, and said he could make the change for a total of $1788. BUT, he said if we would make the change now it would only cost $1588. 8. Since we’d been on the phone over an hour, very stressed and under pressure, and the flight was necessary, I agreed to pay $***** *.

The agent asked me if I felt pressured to make this change and I said yes, but I said the flight change was necessary. He oddly stated again that he would not make the change if I felt pressured to do so. I stated again I did, but that due to apparent necessity I agreed to pay. 10. He said he booked the change, which Robyann, David and I could see on the United Airlines website and app, and we could see an email come through that looked like it was from United so we at least thought the change was made. (BUT later we realized they had spoofed the email address so we would think it was from United Airlines, but it wasn’t!) 11. Robyann asked to speak to a supervisor to dispute the charge. He said that if we did so he would cancel the entire reservation. Under duress, Debby had agreed to pay but only because of feeling threatened, coerced. 12. The call ended. Shortly thereafter we reviewed the email details and saw it LISTED INACCURATE FLIGHT DETAILS, INCORRECT FLIGHT TIME AND ONLY LISTED ROBYANN, FURTHERMORE WITH AN INCORRECT E-TICKET NUMBER. (ATTN: See document 2, page 1.) We were SO frustrated and trying to figure out what to do, thinking we would have to build a dispute case against United Airlines. Meanwhile... 13. May 2: Robyann received a phone call from United Airlines. The agent stated she could see a schedule change to their flight reservation but no e-tickets had been processed. She completed the ticketing transaction for all four of them for no charge, then emailed their flight change with all new e-ticket numbers. (ATTN: See document #3, page 1.) 14. THE FINAL STEP OF THE FLIGHT CHANGE, WHICH WAS TO GENERATE NEW E-TICKETS FOR EACH PASSENGER, WAS NEVER COMPLETED BY THE SCAMMERS. THEY NEVER PRODUCED THE PRODUCT THEY BILLED US FOR!!! 15. As of July 9, 2025, United Airlines is now aware of this scam agency including their attempt to pose as United Airlines by using a phone number ONE DIGIT DIFFERENT from the United Airlines phone number. United Airlines is performing an investigation on this matter.