‘Be careful’: AirAsia raises alarm after international travellers targeted by fake social media scams

Australian international travellers have been warned to be on the lookout for social media scams targeting a multinational airline’s customer service support, after hundreds were duped over the travel season. On Monday, Malaysian low-cost, international airline AirAsia sounded the alarm in a statement, cautioning customers against fraudulent scams. The warning comes after several posts circulated online through fake Instagram and X accounts – which purported to be representing AirAsia’s customer service team. Tactics were employed to pose as the airline’s official customer service line by imitating the AirAsia logo, with one account followed by almost 800 people. The fake posts, from as many as 10 accounts, displayed a false phone number that AirAsia confirmed was “not affiliated with the airline and is suspected to be part of a scam targeting travellers seeking assistance with their bookings”. “The airline continues to monitor the circulation of misleading information and reminds the public to remain vigilant against potential fraud, especially during the busy festive season travel period,” AirAsia said in a statement. Travellers were strongly advised to avoid contacting service numbers from unverified sources and to be cautious if they received links from messaging platforms such as WhatsApp. AirAsia customers were also urged to refrain from sharing any personal information when prompted online. AirAsia’s Deputy Group Chief Operations Officer, Kesavan Sivanandam, said: “Always be careful about sharing your booking information, personal data, payment details, with unverified sources.” AirAsia clarified that it does not operate customer service via phone calls. “All official customer support services are available exclusively through AskBo, the airline’s digital support platform,” the airline stated. For travellers in need of assistance with flight bookings, schedule changes, or travel information, the airline directed its customers to the AirAsia MOVE app or its official digital platforms. The spread of misleading information is continuing to be monitored by the airline.