Every transaction counts, so fraud rules can’t be too tight!

Travel suppliers and intermediaries are attempting to revitalize their respective businesses, offering discounts and coupons to boost consumption. This means every transaction counts and a risk-averse mindset – i. e. rejecting a transaction than to risk passing a fraudulent one – won’t work, wries Ai's Ritesh Gupta 

25th June, 2020

 

A major lesson from the Covid19 pandemic when comes to balancing UX and security is to make the most of available data.

Do away with a mindset that is commonly associated with rule-based systems, which is built with hard rules or buying limit.

“Every transaction counts and fraud rules can’t be too tight,” Microsoft’s Sondra Feinburg told Ai’s Ritesh Gupta in a recent interview.

 

 

Some key points:

  • Data makes difference. As Braintree asserts, more relevant data facilitates more automated learning that can be applied to risk decision-making.
  • Focus on separating a “good customer from a bad customer”. Too much authentication in shopping can upset the shopper. Strike the right balance between payment fraud protection and approval rates.
  • Evaluate a multidisciplinary approach that combines big data, predictive analytics and real-time machine learning.
  • Ongoing monitoring is essential – Machine learning models need to be trained, tested and re-trained as fraud trends evolve, points out ACI.
  • More customers are preferring contactless payments. Work on authentication strategy for a mobile experience.
  • Only dealing with rules have a limited scope, as they are reactive and tend to be about fraud to happen basically. Have a layer of adaptive AI in order to learn the patterns.

 

Follow Ai on LinkedIn: https://www.linkedin.com/company/airline-information/?viewAsMember=true

 


Ai Video: Dealing with a spike in chargebacks owing to #Coronavirus

15th May, 2020  

Interview with Chargebacks911's Harlan Hutson

Chargebacks are complex and quite expensive to process. The travel industry needs to prepared for the same.

 


Ai Video: Nethone's Rodrigo Camacho on managing fraud during crisis

Ai Video: Nethone's Rodrigo Camacho on managing fraud during crisis

29th April, 2020

Airlines are in a precarious situation, and it is tough to look beyond dealing with liquidity crisis. But there are certain issues that can't be ignored, and that includes countering the moves of fraudsters and scammers.

Ai's Ritesh Gupta interacted with Rodrigo Camacho, Nethone's Chief Commercial Officer about the same.

Camacho spoke about:

  • "Cleaning-up" technology integrations
  • Evaluating the tech stack for e-commerce and customer-centricity
  • Phishing, account takeover attempts etc.
  • Employee-related fraud - internal credentials
  • Tracking fraudsters' activity
  • Nethone's 100 days of free service and integration support

 


Ai Editorial: Disgruntled travelers gain vital tips to regain their money

23rd April, 2020

Travelers have been exploring options for claiming flight cancellation compensation, and are peeved at large that they aren’t getting their money back.

The going hasn’t been smooth for passengers, airlines and those involved in processing of payments owing to the coronavirus crisis. The fact that, there has been an explosion in credit card disputes, as Monica Eaton-Cardone, Chargebacks911 asserts, explains the same.

From a traveler’s perspective, there are vital tips available that can be used as a guide for how to file a credit card dispute, what to do in case a traveler booked a flight with airline miles etc. There have been numerous such cases, for instance in the U. S. and the U. K., that have been by highlighted by blogs and media.  

To the credit of the industry, the likes of Allegiant and Spirit are offering refunds to passengers who voluntarily and proactively cancel their own tickets. But that hasn’t been the case with others. In fact, it is being highlighted airlines in the U. S. are sitting on more than $10 billion in customer cash, instead of returning this significant sum of money to the American public.

In case airlines aren’t responding to a claim for refund, then don’t initiate cancellation on your own. If you do, then do consider whether the travel company is offering refunds to travelers who voluntarily and proactively cancel their own tickets during the crisis. Also, assess is your ticket refundable? How to get a refund a non-refundable airline ticket in the US (see a link below)

In case, airlines aren’t supporting those travelers who voluntarily wish to cancel, then playing the waiting game is the best option. So wait for an email, check the website etc. and then take action. For more details, here are useful links from the U. S. and U. S.:

How to make a claim under Section 75 of the Consumer Credit Act 1974 in the U. K.?

https://www.skyscanner.net/news/what-can-i-do-if-my-airline-goes-bust

https://www.headforpoints.com/2020/04/17/use-section-75-to-get-a-flight-or-hotel-refund/

https://www.which.co.uk/news/2020/04/flight-cancelled-can-i-get-a-refund-from-my-credit-card/

 

How to file a credit card dispute in the U. S.? What to do for flights booked with airline miles?

https://www.washingtonpost.com/lifestyle/travel/how-to-file-a-credit-card-dispute-for-your-canceled-vacation--and-win/2020/04/08/316e7b7e-7807-11ea-b6ff-597f170df8f8_story.html

https://www.bankrate.com/finance/credit-cards/canceling-flight-coronavirus-guide-to-getting-money-back/

https://thepointsguy.com/guide/how-to-refund-nonrefundable-airline-ticket/

By Ritesh Gupta

Ai Correspondent 

 


Ai Editorial: Strengthening security for remoteness and WFH

11th April, 2020

Global health crisis and quarantine has impacted our lives in a striking manner.

A couple of aspects that need to be assessed from security and fraud prevention perspective following the change in our work routine owing to the COVID-19 pandemic:  

  • Professionally people have had to get accustomed to video conferencing, #WFH etc.
  • Spurt in online shoppers, more mobile app use, fluctuating cart values and velocity etc.

Working from home could increase #cybersecurity risks.

One area of concern has been #ZoomBombing. Zoom has been graceful enough to acknowledge that it did fell short when it came to privacy and security expectations. Users need to follow the guidelines and recommendations on securing Zoom. For instance, Zoom has introduced a new icon. It simplifies how hosts can quickly find and enable many of Zoom’s in-meeting security features. Additionally, the Zoom Meeting ID will no longer be displayed on the title toolbar.

In fact, the main lesson would be keep all software updated and focus on unusual passwords, use two-factor authentication everywhere etc.

 Another issue has been e-commerce fraud.

As highlighted by ACI Worldwide this week, merchants are starting to experience dramatic increases in COVID-19-related phishing activities, with stolen credentials released into the eCommerce payments chain, as well as increased friendly fraud activities. The company also shared that average fraudulent attempted purchase value increased by $36 in March, driven by electronic and retail goods; this corresponds to a fraudulent attempted transactional value increase by 13 percent.

Here are few areas to look at from security perspective:

  • Rely on an organization’s tech toolbox- official devices with firewall and antivirus protection, along with security features like VPN and two-factor authentication. Engage frequently with web and mobile site security management.
  • Rely on VPN for encrypting data
  • Coronavirus-themed emails seeking personal information are likely to be phishing scams. If an email includes spelling, punctuation and grammar errors, it’s likely a sign of a phishing email. Delete the email.

Useful links:

Do’s and don’ts of videoconferencing security

Tips for merchants to maintain security

 

Ritesh Gupta

Ai Correspondent


Ai Editorial: Travel tech specialists sharpen delivery to cope up with Covid19 crisis

8th April, 2020

 Airlines are struggling on several counts as they try to come to grips with the crisis. One indispensable need is to deal with every passenger’s request and travel technology specialists are helping them to cope up with the same in this shaky phase, writes Ai’s Ritesh Gupta

 

Travel technology specialists have had to accelerate the dispensing of their offerings/ services as the industry collectively attempts to minimize the impact of disruption as well as cancellation of flights owing to the Covid-19 pandemic.

The airlines have been looking at ways to soothe and pacify various concerns of travelers, be it for a healthy flying experience, their safety, loyalty accounts, cancellations/ change fee etc. over the past month and a half. Network and operations teams are still struggling to repatriate passengers, answer their queries etc.

During this global crisis, which changes day by day, it is imperative for airlines to stay in touch with passengers/ travelers in real-time.

Acknowledging the same, Travelport has worked on a guide for airlines with the objective of helping airlines to capitalize on the prowess of mobile as communication channel. At a time when there is hardly time for development or budget for investment, Travelport focused on how airlines can identify opportunities that would require little or no development. Instead they focus on owned media, free/low cost third-party tools, and functionality built into mobile operating systems.

For instance, referring to the functionality built into the iOS and Android operating systems, it mentioned the same offers travel brands a distinctive avenue to pass on information about COVID-19 to their travelers using Wallet passes. Once added, these passes can be updated in real-time with new information and pushed to the traveler's device instantly. Also, how the use of push notifications can help travelers and at the same time cut down the dependency on agents, call centers etc. by enabling a passenger to use a self-service option on their chosen device. Plus, how to make use of videos or in-app messages at this juncture.

Travelport also has worked on a airline policy tracker, offering an ongoing update of each new policy (related to cancellations, change fees and refunds). Plus, via an online link, the company is posting reports on global travel trends, with analysis of industry data etc.

Amadeus has shared that the team has been serving a huge flow of re-accommodation requests. It processed around 2.5 million re-accommodation transactions per day, up from a typical volume of just 150,000 per day, over the past few weeks. This essentially means revising prior fare rules and enabling travel agents or passengers to change tickets themselves in line with the airline’s new conditions, removing the need for manual airline involvement and lessening the call centre workload.

“Despite the uncertainty for the future, we are seeing re-accommodation trends go down again, as most passengers have been re-allocated, been given the option to cancel their flight or offered vouchers for future travel,” shared Julia Sattel, President, Airlines, Amadeus, via a blog post.

Amadeus is also contributing in following ways:

  • Facilitating constant contact for airlines with travelers and travel agencies, including chatbot-driven FAQs and communication channels.
  • Working on ad-hoc revenue management intelligence about cancelations and no-shows, automating the same so that carriers can access them, and sharing suggestions on how to best set-up a reporting system in crisis mode.
  • Evaluate search traffic, including which origin and destinations are being searched for through specific channels.
  • Comprehend probable demand fluctuations for a given city/ destination.

At a time when cash reserves are running down quickly and the entire industry is struggling,  travel technology specialists would indeed play a critical role in serving all the stakeholders in the best possible manner.     

 

 

 


Ai Editorial: Travel industry’s acts of kindness stand out during Coronavirus crisis

30th March, 2020

Be it for a hotel chain offering rooms to the homeless people in France or airlines asking staff with medical vocational training to consider helping doctors and other medics are things the entire travel industry can be proud of as the fight against the COVID19 goes on, writes Ai’s Ritesh Gupta

 

Helping the needy, taking care of the sufferer, offering support to the elderly …any act of kindness amidst all the gloom is what warms our heart to no end.

We all are witnessing, and some of us are even going through, extremely painful moments. And when one ends up being a savior for someone, it’s gladdening and emerges as one moment of happiness that we all can share.

The way the travel industry has contributed during the COVID19 pandemic exemplifies its character.

Airlines are carrying medical supplies globally via cargo flights and operating repatriation flights to get people home.

Ed Bastian, CEO at Delta Air Lines, has not only empathized as a corporate leader, but also a father and family member, as he dwelled on the significance of occasions like graduations and weddings and how his team is trying to make it easier to change or cancel flights with no fee via My Trips on Delta.com.

Delta is extending free flights to medical volunteers to certain U.S. regions impacted by the deadly coronavirus to support medical professionals on the front lines.

Acknowledging the role of air cargo in times of crisis, for instance, in delivering lifesaving medical supplies, many airlines including American Airlines, Lufthansa etc. are utilizing its currently grounded passenger aircraft to move cargo in and out of the country, too. These airlines are making every effort to ensure that the flow of cargo does not stop.

Service in medical facilities

The airline staff is also being counted to meet the shortage of medical personnel. Many airline staff are first aid trained or hold other clinical qualifications.

Lufthansa has shared that employees with medical vocational training can now volunteer for service in medical facilities.

In the U. K., the National Health Service (NHS) has enlisted easyJet and Virgin Atlantic to work alongside NHS clinicians at new Nightingale hospitals as part of the fight against coronavirus.

According to an official release:  The airlines are asking staff who have not been working since the COVID-19 pandemic grounded some planes to consider helping the thousands of doctors, nurses and other medics at the new hospitals being built across the country. easyJet has already written to all 9,000 of its UK based staff, which includes 4,000 cabin crew who are trained in CPR, while Virgin Atlantic will write to approximately 4,000 of their employees this week, prioritizing those with the required skills and training. New hospitals are being built in London, Birmingham and Manchester.

Hotel rooms for homeless people

Accor has acknowledged the fact there is a health crisis in France. Accordingly, the group has chosen to help the healthcare community and deprived people with accommodation solutions in the group’s hotels. Accor has set up a telephone helpdesk to respond quickly to needs and emergency situations. The group is offering a total capacity of 1,000 to 2,000 beds to accommodate homeless people throughout the country. The service is also open to all medical staff involved in the fight against COVID19. So when Sébastien Bazin, Chairman and CEO of Accor Group, says, “Welcoming, protecting and taking care of others is at the very heart of what we do”, he exemplifies how an organization can use its core resources and play its part in coming out of such a perilous situation.

When Bastian says, “Our commitment to you remains…”, these are not only reassuring words for stakeholders but also makes one proud of being a part of this wonderful industry.

Stay safe, stay healthy!