Air Canada Accused After Fraudulent Use of Couple’s Travel Credit

6 godzin temu

MONTREAL- An Ontario couple’s $5,000 business class return ticket booked with Air Canada (AC) was mysteriously cancelled and used to fly a stranger to Tokyo (HND). The airline blamed the couple, Bill and Sandra Barlow, citing a compromised email and misuse of a digital wallet they claim they never knew existed.

The couple, stranded in Central America, had to purchase last-minute economy seats to return to Toronto (YYZ), costing them an additional $2,800. The incident has raised serious concerns about Air Canada’s handling of cybersecurity and customer protection.

Air Canada Credit Theft

Bill and Sandra Barlow had spent over a year saving for a milestone trip, marking Bill’s 75th birthday.

Their original return flights from Central to North America, booked in business class with points and cash, were unexpectedly cancelled just days before departure.

Upon contacting Air Canada (AC) on November 17, the couple discovered their booking had been replaced with a business class ticket for a stranger flying to Tokyo (HND), CBC News reported.

Adding to their confusion, the airline claimed the couple’s personal email was hacked and that their Air Canada Wallet was misused, something they were never informed about, had not activated, nor knowingly used.

The stolen credit had been stored in this wallet, a feature introduced by Air Canada in June 2023 to hold unused travel credits for Aeroplan members.

According to cybersecurity expert Claudiu Popa, this situation highlights a potential weak spot in the airline’s digital infrastructure.

He questioned how Air Canada could confidently assert the couple’s email was hacked without direct access to that data, suggesting that the security flaw may lie within the airline’s own system.

Lack of Transparency

Despite repeated inquiries, the Barlows were denied details about how Air Canada (AC) investigated the issue or how it concluded they were at fault.

The airline later told CBC News that hackers used the “forgot password” option to access the couple’s Aeroplan account and intercept emails, but refused to provide evidence supporting these claims.

Critics say Air Canada’s refusal to verify its claims or demonstrate internal security audits reveals deeper transparency and accountability issues.

Popa emphasized that Air Canada’s response lacks technical substance and ignores the airline’s responsibility in securing its own systems.

In one telling moment, Go Public was able to locate the woman whose name appeared on the Tokyo-bound ticket.

She claimed to have bought the flight from a travel agent in Las Vegas using her own credit card, but did not provide documentation. Importantly, she confirmed Air Canada never contacted her as part of its investigation.

No Consumer Safeguards

Beyond the individual case, larger concerns remain. When asked by reporters, Air Canada (AC) declined to answer several critical questions, including:

Whether other customers have reported fraud involving the Air Canada Wallet.
If the digital wallet system has undergone any form of penetration or security testing.
Why enhanced authentication isn’t required for accessing accounts tied to stored credits.
Why are crucial security alerts sent exclusively via email, despite known vulnerabilities?

These oversights reflect what experts call a systemic issue: a lack of built-in safeguards and poor communication protocols, especially for high-value bookings.

The couple’s experience is not an isolated inconvenience, it underscores a broader failure in consumer protection for digital services.

Popa also referenced previous data breaches at Air Canada, including one in 2018 affecting 20,000 app users and another in 2023 targeting employee information.

While Air Canada maintains that the Barlows’ case is unrelated to internal flaws, it has not provided proof to support that claim.

Victims Struggle

Left with no clear support or resolution from Air Canada (AC), the Barlows purchased new economy return tickets for $2,800, a significant downgrade from their original $5,000 business class experience.

With only 48 hours until departure, rebooking in business class would have cost them nearly $9,000, a price they couldn’t afford.

Sandra and Bill’s frustration stems not only from the financial loss but also from the sense of being dismissed and blamed.

Their experience, amplified by Air Canada’s lack of answers, raises essential questions about digital account safety, user education, and corporate responsibility.

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Air Canada Pays Couple $2,000 Compensation for Flight Delay

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