MasterCard & Travel Agencies
|
Tips and techniques for controlling fraud.
MasterCard Worldwide developed the following fraud prevention tips and techniques in conjunction with travel agencies and travel professionals around the country. The goal: to help you combat fraud. These are suggested guidelines you can use in conjunction with your own intuition and initiative in controlling fraud.
The Fundamentals
- Know where you stand.
Understand the card process and related rules and policies. Know where you stand when you process a card transaction, obtain an authorisation, take an order over the phone, or handle a chargeback.
- Know about fraud.
Scam artists can be remarkably persuasive and creative. To protect yourself and your agency, do a little research of your own. Keep in touch with other travel agencies, trade associations (ASTA, ARTA) and travel vendors. Stay abreast of common fraud scenarios.
- Know your customers.
The most repeated suggestion from travel agents that have been caught by scam artists is, "Know Your Customer." Unfortunately, many thieves will start with a credible transaction to win your trust. Request that unknown customers come in to the travel agency to present their card and sign the UCCCF form. Many agents find that customers are willing to take a few minutes to stop by, especially if you explain your policy and that you are protecting their interests as well as those of your agency.
- Be wary at the end of the day.
Be extra cautious with card transactions that occur late in the day. Travel agencies are very susceptible to fraud when they are anxious to get home or close that final sale. In the "End-of-Day PTA Scam," an agent obliged an unknown caller at closing time. Eager to please a prospective client and earn that commission, the agent responded to the caller's sense of urgency and rushed the ticket out without taking the proper precautions. Don't let this happen to you.
- Obtain an authorisation code.
Obtain a card authorisation code via your computer reservation system, or from the travel vendor (cruise line, etc.). Authorise each transaction separately, even if you are selling several tickets to the same cardholder.
Telephone or Mail Transactions
- Ask for phone numbers and addresses.
Request as much information from unknown clients as the law permits, so that you can reasonably verify that they are the actual cardholders. Maintain current information on file and update, whenever possible, information such as home address and phone number, business address, and full name on the card. Get appropriate details on the referral source, if applicable.
- Obtain an imprint if possible.
The surest way to protect yourself is to ask a first-time or unknown customer to come into the travel agency. Obtain a UCCCF imprint of the card and retain a signature on file.
Establish Ticket Delivery Procedures
Establish an agreed-upon method for ordering and receiving tickets with corporate accounts. For instance, you might stipulate in a written agreement that only certain authorised people can act on behalf of the cardholder. Incorporate a delivery procedure that provides a record of receipt.
For More information
We encourage you to take charge of your own fraud prevention efforts, and incorporate these methods into your daily business practices. We hope you will be active in communicating with other travel agents, with law enforcement, trade associations (ASTA, ARTA) and with your travel vendors about your experiences.
|
|
