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What to do if…
you receive a notice that your booking was changed and you suspect someone accessed your travel account

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Treat the message as possible unauthorised access until you have verified it: use the official travel company app or website, secure the travel account and the email behind it, then contact the provider to freeze or protect the booking.

Do not do these things

  • Don’t click “confirm change”, “verify”, or “log in” links in the message; go through the official app or website you normally use.
  • Don’t assume it is only a glitch if names, dates, airports, rooms, seats, contact details, or payment details have changed.
  • Don’t keep retrying passwords repeatedly if you are locked out; use the provider’s account recovery route instead.
  • Don’t share booking references, passport details, screenshots, barcodes, QR codes, or PNRs in public posts or with unknown support accounts.
  • Don’t wait until the day of travel if check-in, tickets, entry documents, or accommodation access could be affected.

What to do now

  1. Verify the alert safely

    • Open the airline, hotel, rail operator, ferry company, or online travel agent through its official app or by typing the website address yourself.
    • Check passenger names, dates, times, departure and arrival points, room or seat details, contact email, contact phone number, saved travellers, and payment method shown.
    • If the message says you must act urgently, treat that as a reason to verify through the official channel, not through the message link.

  2. Secure the travel account, if you can still access it

    • Change the password to a new, long password you have not used anywhere else.
    • Turn on 2-step verification if the account offers it.
    • Sign out of all devices or sessions if the account has that option.
    • Remove any linked accounts, saved travellers, phone numbers, email addresses, or devices you do not recognise.
    • If you cannot sign in, use the provider’s official account recovery or fraud support route.

  3. Secure the email account used for the booking

    • Change your email password and turn on 2-step verification.
    • Check mail forwarding, filters, rules, auto-archive settings, and “mark as read” rules; delete anything you did not set.
    • Review recent sign-ins and devices, then sign out of anything unfamiliar.

  4. Contact the travel provider through an official route

    • Say: “I think there may be unauthorised access to my travel account or booking. Please help protect the booking and stop further online changes.”
    • Ask them to confirm the current itinerary, passenger names, contact details, payment method used, vouchers, credits, ticket numbers, and any recent changes.
    • Ask whether they can lock online changes, add a security note to the booking, or require extra checks before further changes.
    • If you booked through an online travel agent, contact both the agent and the airline, hotel, rail operator, or ferry company where possible.

  5. Check money and payment details

    • Check the card, bank account, PayPal account, or wallet used for the booking for new or unfamiliar transactions.
    • If you see anything unauthorised, contact your bank, card provider, or payment provider immediately using known details from your card, banking app, official website, or 159.
    • Save screenshots of the changed itinerary, account alerts, receipts, and timestamps, but keep them private because they may contain usable travel or identity details.

  6. Protect the trip if travel is soon or check-in is open

    • Prioritise correcting passenger names, dates, ticket status, check-in access, and any passport or ID details stored in the booking.
    • Add or restore a phone number and email address you control, and remove any you do not recognise.
    • If you are worried someone else could try to use the booking, ask the provider what identity checks apply and whether they can add an extra security note.

  7. Report fraud or cyber crime in the UK if it has happened

    • If money was lost, personal details were misused, or a fraud or cyber crime took place, report it to Report Fraud if you live in England, Wales, or Northern Ireland.
    • If you live in Scotland, or the crime happened there, report it to Police Scotland on 101 for a non-emergency.
    • Keep any report reference number with your screenshots, bank notes, and provider case numbers.

What can wait

  • You do not need to decide right now whether to cancel the whole trip; first secure the account and confirm what the booking currently says.
  • You do not need to change every password immediately; start with the travel account, the email account, and any account using the same password.
  • You do not need to argue about refunds or liability in the first call; first ask the provider to stop further changes and confirm the live booking.
  • You do not need to post online for help; keep booking details private while you stabilise the situation.

Important reassurance

This is unsettling, especially when travel is involved. Working in a steady order — verify safely, secure access, contact the provider, then check payments — can limit further harm and give you clearer next steps.

Scope note

These are first steps to stabilise a suspected travel-account takeover or unauthorised booking change. Later decisions about insurance, complaints, refund disputes, identity protection, or legal issues may need specialist help.

Important note

This is general information, not legal, financial, law-enforcement, cyber-security, or professional advice. Processes vary by provider and situation; use official support channels, your bank’s fraud team, and the relevant UK reporting route.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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