Fighting Fraud, Freeing up Travel Experience

When Mindy Ross, Senior Fraud Director at a global online travel agency, encountered an increasing number of suspicious listings and chargeback frauds impacting both revenue and customer satisfaction, she sought assistance from Infosys BPM. This case details how Infosys BPM’s comprehensive fraud detection, analysis, and management solutions successfully closed over 15k fraudulent property listings and defended more than 17.5k chargeback cases annually. As a result, the company significantly reduced revenue losses, safeguarding its market reputation and enhancing the overall customer travel experience.

Approach summary:

Established onshore CoE
Investigated suspicious activities and transactions
Analysed and disputed chargeback requests

Conducted link analysis to identify fraud patterns
Identified and removed fake property listings
Recommended strategic process improvements, rule enhancements, and automation opportunities