Phishing - Frequently asked questions (FAQs)
What should I do if I receive an email I believe to be fraudulent?

If you receive an email thanking you for a purchase you did not make and inviting you to click on embedded links or asking you to update your personal information for any reason:

  1. Do not respond to the email, do not click on the link displayed and do not open any attachments contained within the email.
  2. Report suspicious email scams to the Canadian Anti-Fraud Centre at info@antifraudcentre.ca.
  3. If you responded to the email, gave personal information or have lost money, please call the Canadian Anti-Fraud Centre at 1-888-495-8501.
  4. Notify Air Canada by forwarding the email to: phishing.hameconnage@aircanada.ca.
What do I do if I've answered a fraudulent email?

If you believe you may have responded to a fraudulent email and provided your Aeroplan account information, change your account password immediately. Here’s how:

  1. Go directly to aircanada.com (never click on an embedded link in the email)
  2. Sign in by entering your Aeroplan number and password
  3. Click on My Profile in the upper right-hand corner of the aircanada.com header,
  4. Click on Password Management in the left-hand menu.

Immediately after you’ve changed your password, call Aeroplan at the following number: 1-800-361-5373.

What is phishing?

“Phishing" is one of the most common types of email fraud. It takes place when a perpetrator sends a phony email message that appears to come from a legitimate company in an attempt to obtain personal and/or financial information. A typical phishing email will direct recipients to click on a link that re-directs them to a phony website that looks like the real website. Once on the phony site, the email recipient is asked to disclose personal information (e.g., a credit card number or account information) that is later used to commit fraud. Sometimes a phishing email will ask the recipient to email back various personal details or can also have attachments which may contain potential email viruses.

For example, after clicking on a link or attachment in the email, users are taken to a dummy aircanada.com or aeroplan.com sign in page where account number and password fields are displayed to collect this personal information under false pretences.

Air Canada does not send its customers email asking them for personal information by return email.

What is Air Canada doing to prevent phishing?

Air Canada scrutinizes each email you submit because you believe it may be fraudulent.

Also, security measures are in place to prevent scam artists from being able to access Air Canada computer systems. That's why they are attempting to obtain your account number, password and other personal information through phishing rather than through our systems.

The aircanada.com website is secure and your personal information will remain confidential.

Why am I constantly receiving fraudulent emails?

Scam artists may have obtained your email address from a variety of sources.

  • They may have used a spam mailing list on which your address is listed with or without your consent. These lists are sometimes created from online contest entries. Always be sure to check out the legitimacy of a company before you enter their online contest.
  • They may have obtained your address via spyware installed without your knowledge on your PC. Make sure your computer is protected against spyware.
  • They may have created hundreds of thousands of email addresses randomly by combining first and last names and known domain names, one of which happens to be your personal email address

Once scam artists find an email address that works, they may be tempted to send emails to that address over and over again.

Though phishing is generally associated with email, some computer criminals use the phone as well. In this case, pirates call victims on the phone and pose as a financial institution employee, an investigator or a police officer.

How can I tell that an email is fraudulent?

You must be extremely careful, because scam artists use the colours and logos of legitimate websites to make their phony emails look real.

Don't assume that you'd be able to recognize a fraudulent email right away. Earlier phishing attempts involved badly-written emails and amateur page layouts, but today's phony emails are much sleeker and professional-looking.

To differentiate a phishing email from a legitimate one, pay specific attention to the content of the message, instead of the attached security features. Most of the time, these logos, signatures, security elements and backgrounds are counterfeits that are identical to the originals.

If you receive an email you believe to be fraudulent, forward it to us at phishing.hameconnage@aircanada.ca.

Should I be concerned about the security of the personal information I've provided to Air Canada?

No. There are security measures in place to prevent scam artists from being able to access Air Canada computer systems. That's why they are attempting to obtain your account number, password and other personal information through phishing rather than through our systems.

The aircanada.com website is secure and your personal information will remain confidential.

Can I protect myself against phishing attempts?

Unfortunately, you may occasionally receive fraudulent emails which appear to have been sent by Air Canada or other companies.
Your best protection is to stay vigilant:

  • Never respond to an email requesting personal information, regardless of who the sender is.
  • Never open email attachments if you don't know the sender.
  • Look for a closed padlock in your browser's status bar, ensuring you are in a secured online environment. Also make sure the address displayed has an "s" in "https". You should also be able to view the site's digital certificates by double-clicking on the little closed padlock in your browser's status bar.

Also ensure your personal computer is adequately protected with all of the necessary security software.

What can scam artists do with my personal information?

Once scam artists have your Aeroplan number and password, they can access your account and use your Aeroplan miles for Travel, Activities & Merchandise, Donations or Transfers.