2011 Airline fraud report us

Disponível somente no TrabalhosFeitos
  • Páginas : 24 (5839 palavras )
  • Download(s) : 0
  • Publicado : 8 de outubro de 2012
Ler documento completo
Amostra do texto
In association with
2011 Edition
Online Payment Fraud Practices & Benchmarks
Airline Online
Fraud
Report
Airline Online Fraud Report – 2011 Edition
ii
Report & Survey
Methodology
The CyberSource Airline Online Fraud Report, developed in
association with Airline Information, is based on a survey of
airlines from across of the globe, representing an estimated
40% of total worldwideonline sales. Decision makers who
participated in this survey were either ultimately responsible
for, or had significant influence on, fraud management
policies and decisions for their carrier.
Online sales experience levels range from airlines with less
than three years to over ten years experience selling via
the web (see Chart #1). The airlines participating in the
survey ranged in sizefrom less than $500 million1 in total
annual sales to over $10 billion. Online sales from airlines
participating in the survey totaled $62 billion in 2010.
The survey was conducted via online questionnaire by handl
Research and completed by 142 participants between
November 17, 2010 and January 31, 2011.
1. All $ amounts quoted are in USD
Airline Online Fraud Report – 2011 Edition
© 2011CyberSource. All rights reserved. iii
Airline Online Fraud Report – 2011 Edition
iv
Table of Contents
EXECUTIVE SUMMARY.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
STAGE 1: AUTOMATED SCREENING.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Fraud Detection Tools.. . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Planned Tool Adoption 2011.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Common Fraud Risk Indicators.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
STAGE 2: MANUAL REVIEW.. . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 8
Manual Review Rates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Reviewer Productivity and Final Booking Disposition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
STAGE 3: ORDER DISPOSITIONING (ACCEPT/REJECT) ���������������������������� 10Post-Review Booking Acceptance Rates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Overall Booking Rejection Rates.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Actions Taken on Suspicious Bookings.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
STAGE 4: FRAUD CLAIMMANAGEMENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Types of Fraudulent Bookings.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Friendly Fraud. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Fighting Chargebacks.. . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Call Center Fraud.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Fraud Rate Metrics.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Direct Revenue Loss Rates.. . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Fraud Rate for Accepted Bookings.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
TUNING & MANAGEMENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CONCLUSION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
tracking img