Fraud bookings SOP - Flights

1. Identifying Potential Fraudulent Bookings

• High-Risk Indicators:
  • Last-minute, high-value bookings.
  • Multiple bookings under the same guest name within a short period.
  • Mismatched guest information (e.g., name not matching the provided ID).
  • Suspicious or unverifiable email addresses and contact information.

2. Initial Verification Steps

• Direct Contact:
  • Call and email the user to verify the legitimacy of the booking.
• Communication and Notification:
  • Inform the user politely that their booking is under review and requires additional verification. Place the booking on hold until the process is completed.
• Escalation Protocol:
  • If the user confirms they did not make the booking, escalate the case to the hotel and the supplier for further investigation.
• Reassurance and Security Advice:
  • Assure the user that their money is secure and the issue will be thoroughly investigated. Advise them to change their password for all related accounts and check the agents with administrative access to their profile.
• Immediate Team Alert:
  • Notify supervisors and escalate the case to Midhun and Sawan for prompt attention.

3. Confirmed Fraud Response

• Immediate Actions on Confirmation:
  • Status Check:
    • Check the booking status in Travelclub and verify in the backend whether it has been ticketed.
    • Identify the GDS used for the booking (e.g., Amadeus, Travelport NDC, LCC).
  • Cancellation Procedures:
    • If the booking has not been ticketed, cancel the segments in the GDS and mark it as canceled in Travelclub.
    • Check if the booking is within the void window for free cancellation (FOC). If so, void the ticket and mark it as canceled in Travelclub.
    • If unable to cancel through the GDS, call the airline, report the fraudulent transaction, and seek their assistance.

4. Record of Action Taken

• Document the entire case, including communications, actions taken, and outcomes, in detail for future reference and audits.