Agents report fraudulent enquiries Juliet Dennis


Agents fear fraudsters are targeting the trade after a raft of bookings and enquiries for high-value, last- minute holidays in recent weeks. Independent agents, particularly


in the northwest of England, have reported suspicious enquiries for flights to Turkey and Dubai and five-star accommodation for five nights with just two or three days’ notice. One agency, which has been


targeted three times, has lost £2,400. Another has lost £2,300 on an


identical booking for Jet2.com flights departing from Manchester for a five- night all-inclusive stay at the Rixos Premium Belek in Turkey.


In both cases, debit cards passed


initial security checks. Agents later discovered false addresses and stolen cards had been used. One of the agents, who did not


want to be named, said: “We don’t need this at a time when bookings are sparse. We’ve lost so much money due to Covid, we can’t afford to lose money through fraud as well.” Other agents reported similar


potentially fraudulent enquiries. Pole Travel in Failsworth took an


enquiry for an expensive, last-minute trip to Dubai. Director Jill Waite said: “It was very specific. They wanted business-class flights from Manchester three days later to Dubai for five nights. As soon as we asked


‘Unwarranted chargebacks pose threat to agents’


Juliet Dennis


Agents are facing weeks without access to critical cash as they contest chargebacks issued for holidays already being refunded and insurance companies stall the claims process. Affected agents say being hit


by unnecessary chargebacks could determine the survival of some retailers over the next few months. Spear Travels chairman Peter


Cookson, whose miniple currently has £20,000 to £30,000 outstanding in chargebacks, said the process was fast becoming “utterly ridiculous and


6 1 OCTOBER 2020


immoral”, with merchant acquirers routinely taking chargeback monies from retailers’ accounts despite clients having already been refunded. “This is at a time when cash is


king. Little amounts affect cashflow,” he said, noting “no communication at all” between merchant acquirers, banks and customers. “I don’t see how, after we have


proved [to the merchant acquirer] that we have given the money back, they can still take it,” he added. Cookson said it typically takes


weeks for banks to return contested monies to agencies. Howard Davies, US sales and


All travel companies should be on their guard and especially so where last-minute bookings are concerned


them to pay by bank transfer instead of card, they didn’t proceed. “We immediately rang agents near


us to warn them.” Upton Travel Worldchoice


manager Adrian Cumpstey said he had had four “suspicious” enquiries for Turkey and Dubai over the past month. He added: “The sad thing is, one [fraudulent] booking


could be the end for some agents.” The Travel Network Group


recently warned agents of potential scams after one of its agents was targeted. It urged agents to challenge discrepancies, such as CVV security codes, addresses and postcodes on last-minute bookings. The warning comes as travel


anti-fraud group Profit reported an upswing in fraud cases. Chairman Barry Gooch said:


“During the pandemic, the number of fraud cases of all types being reported to us has seen a significant rise. Because of this, all travel companies should be on their guard and especially so where last-minute bookings are concerned.”


Insurers have been blamed for ‘passing the buck’ and encouraging chargebacks


marketing director at Delmar World, blamed “mercenary” insurance companies for “passing the buck” and pushing clients to make charge- backs before they consider claims. He said: “Cashflow is the biggest


issue facing agents. Traditionally at this time of year it goes downhill. “Chargebacks are a major threat


to retailers but without legislation we have to live with it. Insurance companies are not facing their own obligations.” Advantage Travel Partnership


head of business development David Moon said a “high proportion” of members were likely to have suffered


undue chargebacks. He added: “It depends when during the month the chargeback is raised whether the agent has that money debited from their account immediately or the following month. “And if the agent is successful


in opposing the chargeback, the monies will be returned to the agent’s account at the point the next statement is raised – this can be up to four weeks later.” Moon urged agents to keep


customers regularly updated, but admitted: “It’s frustrating when the


agent is doing the right thing.” i Travel regulations, back page


travelweekly.co.uk


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