A Denver man alleges he was defrauded of $17,000 after a United Airlines customer service agent mistakenly connected him to a scammer. Dan Smoker contacted United in May to rebook a flight for his family after their original flight was canceled due to mechanical issues.

Smoker explained his situation to a United agent, who placed him on hold. He was then connected to a person identifying himself as "David," who Smoker later realized was the scammer. Smoker recounted that he asked David to rebook a Lufthansa flight from Denver to Munich, Germany, as United and Lufthansa are codeshare partners.

David informed Smoker that he could not change the booking but offered to help him purchase new tickets, assuring him that he would be refunded later. Desperate to salvage his family's vacation, Smoker agreed to pay, believing he would receive a refund. After being placed on hold again, David returned to say there were no seats available on the Lufthansa flight but managed to rebook Smoker and his family on a flight to London with a stop in Newark.

Smoker paid the $17,000 through a payment link provided by David, which he thought was legitimate. He later realized the link was different from those he had used before. David assured him that the refund would be processed within one billing cycle and sent an email detailing the payment and refund information.

However, when the refund did not arrive by July, Smoker attempted to contact David using the direct number he had been given. David initially answered but then claimed he needed 24 hours to investigate the issue. After that, Smoker could not reach him again, as his number had been blocked.

Frustrated, Smoker took to social media to ask United about the status of his refund. A local news station discovered that Smoker had likely been scammed. Upon contacting United, Smoker learned that the airline had no record of the $17,000 charge, with the last transaction being a $17 charge made three years prior.

Smoker filed a report with United, which initially suggested he may have dialed the wrong number. He insisted he had called the correct number and provided documentation to support his claim. "I know it. I know I called the right number," Smoker stated. "It's one thing to call the wrong number entirely and get scammed. It's another thing to call a trusted source, or what you think is a trusted source, and get scammed."

After further investigation, United acknowledged that the agent had inadvertently transferred Smoker to a scammer while trying to assist him. The airline stated that the agent should have used an internal system to find the correct phone number.

United Airlines is now working with American Express to resolve the situation for Smoker. The airline has refunded him for upgrades and hotel bookings but has not reimbursed the $17,000, as that charge was not processed by United.

Smoker has disputed the charge with American Express and remains hopeful for a resolution. United Airlines confirmed that they are in direct contact with Smoker and are thoroughly reviewing the case.

This incident falls under the category of business imposter scams, where scammers impersonate trusted businesses or agencies. The Federal Trade Commission (FTC) has noted that airlines are frequently targeted in these scams. In the first half of 2025, the FTC received over 500,000 reports of imposter fraud, resulting in losses exceeding $1.6 billion.

Experts advise consumers to verify contact information before engaging with businesses and to be cautious of unsolicited calls or messages. Kati Daffan, Assistant Director in the FTC's Division of Marketing Practices, emphasized the importance of checking for credible contact information and avoiding links from unexpected messages.

Smoker continues to await updates from both American Express and United Airlines regarding the recovery of his funds.