On May 15, 2025, the Eman family of Cancun transferred 86,579 pesos to what they believed was a legitimate travel agency. Instead, they fell victim to a fake travel agency scam that cloned Expedia’s website. What began as a routine search for plane tickets to visit relatives in Lebanon turned into a financial nightmare.
The family discovered the fraudulent site while browsing online for affordable flight options. “I searched Google for Expedia and checked for security markers,” said one member of the family. “It looked real: the padlock icon, the familiar layout. I even called the phone number on the site to clear up doubts.”
After several attempts, the Eman family found the flights they wanted—four tickets on the Cancún–Beirut route. They completed an online bank transfer of 86,579 pesos via Santander. Before confirming payment, they contacted their bank to ask about fraud protection and how to cancel if anything went wrong. “Santander told me they had insurance for fraud,” he explained. “But when I asked them to pause the transaction, they blocked my card on May 15, and the transfer still went through on the 16th.”
The fraudsters sent email confirmations under folio number 789120, stating that the payment was successful. When the family received a notice that the fare had increased to 91,876 pesos “due to the updated rate,” they were instructed to pay the difference. “They said that once we paid the second amount, the original 86,579 pesos would be released back to our card along with the tickets,” the victim recalled. By then, the family suspected something was wrong and refused to pay more.
An individual claiming to be Luis García, “general manager” and head of Expedia’s WhatsApp department, called from the number 998-714-2430. He insisted the fare had risen again to 94,380 pesos and that there was no option for a refund or cancellation. The Emans realized they were dealing with scammers.
When they contacted Santander, they encountered conflicting messages. The first email from the bank confirmed the purchase and offered to help if they detected irregularities. The second email denied any responsibility. “I went to the bank immediately,” the family member said. “An executive told me I still had to pay the 86,579 pesos, or they’d report me to the Credit Bureau.”
Now distrustful of their bank, the Emans plan to file complaints with the Quintana Roo State Attorney General’s Office, Condusef (National Commission for the Protection and Defense of Users of Financial Services), and the Cyber Police against those responsible.
Tourism Fraud on the Rise
The Mexican Association of Travel Agencies (AMAV) reports that monthly tourism-package-related frauds exceed 25,000 nationwide, with more than 70 percent concentrated in the Mexican Caribbean. A growing number of these scams involve cloned websites that mimic well-known platforms like Expedia. AMAV warns travelers to double-check URLs, verify SSL certificates, and consult official agency listings before completing transactions.
A separate study by the Mexican Association of Online Sales (AMVO) found that 53 percent of Mexican travelers plan to book everything digitally, while 44 percent prefer a hybrid approach (physical stores plus online). These figures show that as digital bookings rise, so do opportunities for fraudsters. “Travelers must remain vigilant and verify any booking channel,” AMVO advised. “A single click can save thousands of pesos and eliminate stress during vacation planning.”
How the Scam Worked
In this case, the fraudsters cloned Expedia’s website design and domain structure. They purchased a similar URL, inserted SSL encryption, and copied content directly from the legitimate Expedia site. The fake page displayed current flight options, pricing, and booking forms. When visitors entered payment details, the site routed funds to the scammers’ accounts. The scammers also sent convincingly formatted emails, complete with Expedia logos, booking confirmation numbers, and customer service information.
By the time the Emans realized the site was fraudulent, the scam operators had redirected the funds. Calling the number on the fraudulent site, they spoke to someone posing as an Expedia manager. This person pressured them to pay hundreds of pesos more under threat of losing everything they’d already sent. When the Emans balked, the fraudster cut off communication.
Banks and Liability
The family’s attempt to enlist Santander’s help highlights a key issue: banks may advertise fraud protection, but customers often face hurdles in recovering funds. Under current regulations, financial institutions must investigate unauthorized transactions and refund victims if they prove they took reasonable care to avoid fraud. In practice, however, proving due diligence can be difficult.
Experts recommend that consumers document every step: save screenshots of the website, keep emails, take notes during bank calls, and file a police report immediately. Condusef provides a free online platform for victims to report fraud and dispute charges. Filing through Condusef can pressure banks to resolve disputes faster. If the bank refuses to cooperate, victims can escalate to the National Banking and Securities Commission (CNBV) or pursue legal action.
Tips to Avoid Fake Travel Agency Scams
- Verify the URL Carefully: Always check for slight misspellings or additional characters in a URL.
- Look for Official Partners: Check AMAV’s list of accredited agencies. AMAV publishes monthly updates of licensed agencies.
- Use a Credit Card: Credit cards offer better fraud protection than debit transfers. If you suspect fraud, you can dispute charges directly through the card issuer.
- Contact the Airline Directly: After finding a fare, call the airline to confirm the ticket price and booking number before paying.
- Avoid Unsolicited Links: Do not click on links from emails or social media without typing the address yourself in a new browser tab.
The Eman family’s experience underscores how even cautious consumers can fall prey to sophisticated scams. As more travelers turn online for deals, scammers will evolve their tactics. Cancún residents and visitors alike should remain alert, verify every source, and work with accredited agencies to protect their money and peace of mind.
