Frequent Flyer Miles Are Reportedly Being Targeted and Stolen by Hackers — Here’s How to Protect Your Account

In recent months, a troubling trend has emerged within the airline industry: the hacking of loyalty accounts, leading to the theft of frequent flyer miles. As the summer travel season approaches, reports from various customers highlight a growing concern about the security of their accounts with major airlines.

One unfortunate customer, Shannon McGuire-Rost, a loyal patron of Frontier Airlines, discovered that nearly 90,000 miles had been stolen from her account. This incident raises questions not only about the safety measures employed by airlines but also about the responsiveness of customer service when such breaches occur. McGuire-Rost revealed that her miles were only reinstated after intervention from the NBC Responds consumer advocacy team based in Philadelphia.

The situation is not isolated. Susan Orloff, another frequent flyer with American Airlines, experienced a breach first-hand. She received a security alert indicating that her AAdvantage account had been accessed without her permission. “I have some travel coming up. I couldn’t access anything,” she expressed, highlighting her frustration. After spending an exhausting 20 hours on hold over three days, Orloff finally connected with a customer service representative, who confirmed that her miles had been fraudulently used to purchase gift cards.

In Orloff’s case, the records indicated that $250 worth of Sephora gift cards had been bought using her stolen miles. American Airlines acknowledged in a statement that accounts are often compromised when email security is lacking. They urge customers to adopt stringent security measures, including the use of complex passwords and the implementation of multi-factor authentication.

After her concerns were addressed, American Airlines successfully reinstated both Orloff’s miles and her trip credit. Nevertheless, during her conversation with customer service, Orloff got the impression that a considerable number of customers might be facing similar issues. “She said, ‘Yes,’” Orloff recounted, indicating that this type of fraud appears to be widespread.

Frontier Airlines echoed similar sentiments regarding the security of their loyalty program. A spokesperson stated that the potential for third-party hacks poses a risk to customers’ accounts. After McGuire-Rost reported her issue, the airline confirmed that her miles had been restored and asserted that they are taking steps to better equip their customer service team in handling such inquiries.

The incidents reported by McGuire-Rost and Orloff underscore the vulnerability of online loyalty programs as hackers exploit weaknesses to access valuable frequent flyer miles. The repercussions for victims can be significant, especially during peak travel seasons when account access is critical.

Experts in cybersecurity advise consumers to implement robust protective measures to safeguard their loyalty accounts. They recommend using unique passwords—not only for airline accounts but across all online platforms—to mitigate the effects of a potential breach. Furthermore, enabling two-factor authentication and subscribing to email alerts for account activity are additional steps that can provide vital layers of security.

As more travellers share their experiences, it becomes evident that vigilance is crucial in order to protect personal information and assets in the digital age. With the frequency of these incidents on the rise, it is essential for both airlines and consumers to take proactive steps to enhance security and ensure that loyalty programmes remain a safe and beneficial tool for those who travel frequently.

The airline industry faces pressure not only to improve cybersecurity measures but also to enhance customer support for victims of account breaches. In an increasingly interconnected world, addressing these vulnerabilities is essential for maintaining consumer trust and ensuring the smooth operation of loyalty programmes that have become integral to travel planning and rewards.

In conclusion, consumers are advised to stay alert and informed about potential risks to their airline loyalty accounts. By adopting strong security measures and remaining aware of their account activities, travellers can work to safeguard their miles and ensure a trouble-free experience as they embark on their journeys.