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Fraud detection & analytics in travel and hospitality industry
Infosys BPM delivers managed fraud detection services for the travel and hospitality industry, protecting airlines, hotels, and online travel agents from digital and in-person fraud across the customer journey.
Fraud is a pervasive threat to the travel industry. Potential revenue losses through fraud can reach up to 1.2% of an airline’s revenue, with IATA estimates putting total lost revenue due to fraud in aviation at over $1 billion annually. For hotels, losses can be even higher at around 6% of total revenues. And beyond the financial impact, fraud can cause reputational damage and erode customer loyalty, necessitating robust verification measures. Infosys BPM's fraud detection and analytics solutions are designed to safeguard your business from these risks. By leveraging advanced technologies and industry expertise, we provide comprehensive protection against both digital and in-person fraud, from fake baggage claims to payments triangulation schemes.
Key benefits
Infosys BPM acts as a digital watchdog to detect and prevent fraud in your business. Our services have provided our clients potential savings in hundreds of millions of dollars.
8x ROI delivered on fraud detection solution implementation
30% Fewer manual reviews due to automation solutions
50% Fewer false positives
33% Rise in customer retention due to enhanced customer experience
Intelligent fraud detection
Infosys BPM’s fraud detection and analytics solution has been designed to identify and prevent fraud throughout the customer journey, ensuring a safe and seamless experience during their booking and travel.
Here are the key steps of our intelligent fraud detection framework.
Areas of expertise
Our comprehensive fraud detection and analytics solutions for T&H help you fight a wide range of threats, including customer fraud, employee fraud, help desk agent fraud, and partner fraud.
Airlines
Customer
- Payment Fraud / ATO
- Payments / Chargeback fraud
- Loyalty Fraud / Appeasement
- Identity Theft
- Refund Fraud
- Sweet Hearting
- Loyalty / Miles Points Abuse
- Promotion Abuse
- Extra baggage fraud
- Seat allocation / Class Upgradation Fraud
- Stolen Cards / points
- Promo Abuse
- Commission avoidance
- Counterfeit tickets
Online travel agents (OTA)
Customer
- Account Takeover
- Payments / Chargeback fraud
- Loyalty Program Fraud
- Identity Theft
- Refund Fraud
- Fake Travel agencies
- Fake Property listings
- Commission avoidance
- Collusion with customers
- Fake reviews/bookings
- Agency Miles bookings
Hotels/accommodation
Customer
- Friendly Fraud
- Fraudulent Prepaid Bookings
- Stolen cards/chargebacks
- Inventory Theft
- Cash Skimming
- Short / Under-ringing
- Refund Fraud
- Sweet Hearting
- Discount abuse
- Complimentary & Promo abuse
- Identification of fraudulent lost, damaged and stolen baggage claims through predictive and reactive analysis, and continuous monitoring
- Review and improvement of policies and SOPs to ensure manual claim validation processes are effectively managing claims and identifying high risk passengers and anomalies
- Customer contact helpdesk operations support to manage, track and resolve claims, including chargeback issues
- Predictive analytics, anomaly detection and reporting to identify payment fraud, account takeover, disputes & chargebacks and policy abuse
- AI automation and rule-based engine to identify potential fraud cases without manual agent intervention
Resource center
Challenges and solutions: Fraud detection analytics
Assess vertical depth (airline, hotel, and OTA fraud patterns), coverage across payment, chargeback, baggage, and loyalty fraud, AI and investigation capability, false-positive rates, and integration with your booking and payment systems. The strongest partners pair automated detection with managed investigation teams, not scoring software alone.
Automation combines AI and machine-learning scoring at checkout with rules-based screening and chargeback management, so most transactions clear without manual review. Scaling adds managed investigation teams for flagged cases and continuous model tuning, letting agencies handle rising volumes without proportionally growing headcount or false positives.
Airlines face payment fraud, account takeover, loyalty and refund fraud, and extra-baggage abuse. Hotels see friendly fraud, fraudulent prepaid bookings, and stolen card use. OTAs face account takeover, fake listings, commission avoidance, and agency-miles abuse. Employee and partner fraud runs across all three.
Analytics detects fraud earlier by scoring transactions against historical patterns, reducing false positives, and surfacing organised fraud rings that single-transaction checks miss. It also quantifies exposure, supports governance and travel-spend reporting, and turns investigation outcomes into sharper models over time.
AI models flag anomalies in bookings, payments, and loyalty activity in real time, while AI agents assist investigation and video analytics support in-person fraud cases. Infosys BPM applies the Topaz AI framework within managed fraud operations, so detection improves without the operator building and running the models.
Outsource when fraud losses, chargeback volumes, or false positives outgrow the in-house team, when expansion adds channels and geographies, or when moving to AI-led detection needs skills you lack internally. A managed partner brings tools, analysts, and processes without a full internal build.
Request for services
Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better.
