‘I Can’t Do This Anymore:’ Travel Agency Owner Devastated After $284K Fraud

Hugo Travel, operated by Hien Duong and his wife Hannie Hguyen, was targeted in a complex fraud involving fake credit cards and a third-party booking agent posing as a legitimate client. 

The result? Nearly $300,000 in losses that the couple are now left to absorb.

“[Hugo Travel] is my main income,” Duong told CTV News. “I have to find the money to pay so I can continue to do my business. I cannot pay the airline… I can’t do this anymore.”

A Niche Market, A Costly Mistake

Duong started Hugo Travel while still living in Vietnam, with a mission to connect North American travellers—especially Vietnamese immigrants—with his homeland. 

That specialization, he believes, made him a prime target.

“Some Vietnamese people aren’t good at English and they need my help to make the booking for them,” Duong explained. “Maybe they come here for a long time to work or to study, but they want to go back to Vietnam to visit.”

In December, a U.S.-based third-party agent contacted Duong via social media, requesting flight bookings to Vietnam, CTV reports.

Despite initial doubts, the seemingly reasonable explanations won Duong over.

“In the beginning I felt something wasn’t right,” he admitted. “The tickets were one-way and last minute… but he explained why and it sounded reasonable.”

Over the following weeks, Duong booked around 100 flights—each one paid with fraudulent credit cards. Although the tickets were valid and the passengers travelled as planned, airline chargebacks began rolling in once the transactions were disputed.

“After the trip, [the fraudster] would dispute the transaction,” Duong said. “I would appeal with the airline and they said the card was fake.”

So far, Hugo Travel has been held responsible for $284,000 in losses—and that figure continues to climb.

Critical but straightforward tips to avoid falling prey to similar fraud schemes:

• Stay vigilant. Don’t ignore your gut if a booking seems suspicious—such as last-minute, one-way flights.
• Verify identities. Use known contact numbers and initiate a two-factor verification process before finalizing large transactions.
• Avoid clicking unfamiliar links. Phishing emails and malware are common tools used by fraudsters to gain access.

Authorities say insurance often doesn’t cover voluntary payments businesses make, even if fraud is later discovered.

A 2024 survey by the Canadian Federation of Independent Business (CFIB) found that 50% of small businesses experienced either attempted or successful fraud in the past year. Of those affected, 36% suffered financial losses, averaging $7,800 per business. 

Payment fraud remains prevalent, with 20% of Canadian businesses reporting incidents in 2024, according to Payments Canada. Common methods include impersonator fraud (25%), intercepted e-Transfers (22%), and credit card fraud (20%).

Impact on the Travel Industry

• The travel and leisure sector has become a prime target for fraudsters. TransUnion reported a 116% year-over-year increase in suspected digital fraud attempts in this industry from 2020 to 2021, marking the highest growth among all sectors in Canada. ​
• Globally, airlines have faced substantial losses due to fraud, with over $1 billion lost in 2015 alone. In Canada, it’s estimated that 20,000 credit cards are flagged as stolen each month, and Canadian tour operators face losses estimated at $10,000 daily. ​

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