Fraud Awareness Session -WestJet Presented by Alexis Gunderson Team Leader WestJet Fraud Investigation
Agenda Fraud Investigation Team The Fraudster M. O. Travel Industry Fraud Trends Strategies to Mitigate Fraud Risk The Cost of Fraud
Fraud Investigation Team
WestJet Fraud Investigation Team Established dedicated team in 2007 Identify & prevent fraudulent bookings Manage chargebacks Internal system access abuse investigations Respond to police requests Fraud Awareness
The Fraudster M.O.
Who are these Fraudsters? Friendly Fraudsters Legitimate customers who file a chargeback in error Opportunistic Fraudsters knowingly accept high risk deals, don t ask any questions Organized Crime stealing identities and credit cards to book flights for victims or others within their criminal network. Proceeds of fraud enterprises fund serious criminal activities such as theft, fraud, illegal immigration, sex crimes, and drug offences.
Travel Industry Fraud Trends
Fraud Trends Basic Fraud Profile: Third Party credit card Multiple declines Last minute One way Free (web based) email domain. Ex: Hotmail, Yahoo, Gmail High risk station (YUL, YYZ, MBJ, KIN, POS) Multiple geographic elements***
Fraud Trends Multiple Geographic Elements
Fraud Trends Evasive Behavior Caller confuses the PNR details Doesn t know the spelling of the names Doesn t know their own phone number Mispronounces the names or spells everything and doesn t pronounce anything Calls late in the day, in a rush Repeats the questions back before providing an answer
Strategies to Mitigate Fraud Risk
Strategies Automated Tools CVN/CID - Security code on credit card Fraud screening tool (Interceptas) Ethoca fraud alerts System Limitations After hours processing Are reservations made after-hours (online) screened? Canadian Anti-Fraud Centre Toll Free: 1-888-495-8501 Toll Free Fax: 1-888-654-9426 Fraud Reporting System (Secure Online Services)
Basic steps to verify a suspicious order Manual name, address and phone verification Contact issuing bank Reverse address look up Canada411.com 411.com Email Services: Emailage Facebook Spokeo Contact phone on file: In service? Wrong number? Interview for evasive behavior
Strategies Fraud Screening Tools Accertify sinterceptasdata Management Platform Negative database Positive database Rules based scoring American Express Risk Management Shared client databases Link Search Managed services after hours fraud screening
Strategies Education for Front Lines Train employees to spot fraud identifiers, ensure employees understand the consequences of fraud Front line incentive program, rewards and recognition
Strategies Establish relationships with supplier Fraud Investigation teams WestJet Fraud Investigation Phone: 403-444-2248 1-877-223-0117 Email: fraud@westjet.com
Collaboration Travel Trade Educational seminars Fraud data share Canadian Anti-Fraud validation services, data share ACTA Fraud Committee Fraudsters will often book duplicate itineraries with multiple travel providers. When refused service with WestJet, they will try other carriers.
Evidence required to dispute a chargeback _Signed and Imprinted Sales Slip _Signed Terms & Conditions _Documentation of additional cardholder transactions to establish positive history (>5 months) _Photocopy of government photo ID _Photocopy front and back credit card _Signed credit card authorization _Signature panel on ID matches credit card, matches authorization form Face to Face transactions (Card Present): The Associations rules require a signed and card imprinted (if not cardswiped) transaction document to establish cardholder participation Non Face to Face transactions (Card Not Present): We are required to provide as much information as possible to establish cardholder participation in a transaction. Non face to face transactions are made at our your own risk.
Chargeback Timelines
The Cost of Fraud
Cost of Fraud Impacts profits Brand/reputation Guest loyalty Shareholder confidence
The Dollars Prevented Fraud
Numbers to remember Issuing Bank Phone numbers: Global VISA 1-800-847-2271 (option #2) MasterCard Global Services 1-800-826-2181 (press 121) American Express Merchant Services 1-800-528-2121 or Verify It Discover 1-800-347-3723 or Verify + Canadian Anti-Fraud Centre: 1-888-495-8501 or email info@antifraudcentre.ca http://www.antifraudcentre-centreantifraude.ca
Thank you! Alexis Gunderson Team Leader, Fraud Investigation WestJet agunderson@westjet.com