Viva Air, a Latin American airline, experienced rapid growth and success which attracted fraudulent activity targeting their online ticket sales. They brought in Travel FraudGuard (TFG), an anti-fraud consultancy, to implement strategies to regain control. TFG established anti-fraud processes, rules, and tools to identify suspect transactions. They also connected Viva Air to a global law enforcement network to combat fraud collectively. As a result, Viva Air's chargeback rates and costs decreased significantly, and they established their own local anti-fraud team trained by TFG.

1. Viva Air Beats the Fraudsters
Viva Air works with Travel FraudGuard
to control fraud for online ticket sales.
The Challenge
Viva Air’s business model and professionalism meant that
it achieved very rapid success and growth, attracting the
attention of sophisticated fraud gangs. These mainly
locally-based organisations routinely target young
companies, relying on their relative inexperience in
anti-fraud matters.
At the time of the company’s launch in 2012, the
responsibility for correctly managing customer payments
rested with a single payment provider. But by 2017 the
airline became aware that major problems were building
up in the payments system. These included a high
chargeback rate together with related costs. Partners
including banks and card schemes were beginning to ask
the airline to share its plans for tackling the problem.
The Solution
As a first step Viva Air brought in a new payments
provider, Ingenico, who offered an impressive suite of tools
and technology. But Viva Air needed more than tools, they
needed knowhow. Technology without the ability to use it is
valueless. To meet this need, Ingenico recommended
Travel FraudGuard (TFG), a specialist anti-fraud
consultancy which had six years’ experience in airline
anti-fraud, including working at the very top levels of
the industry.
Case Study
Viva Air
“Winning the battle
against fraud is all
about people who
trust each other,
When trust is
present, we can beat
the bad guys.
Our project to help
Viva Air used process,
rules and technology.
But we also
introduced Viva Air to
the global community
of people who fight
fraud and Viva Air is
now a trusted
member of that
community.”
JJ Kramer
TFG’s founder &
Principal Consultant

2. Anti-Fraud Strategy
TFG began by implementing several key strategies. All of
these had been successful in other territories. The first was
to define and build a process for managing ticket
transactions that would allow Viva Air to regain control of
its payments. Within this process, TFG established a set of
rules that would define how suspect transactions could be
automatically identified and handled. The process and the
rules combined were the beginning of a comprehensive
anti-fraud strategy that began to turn the tide in favour of
Viva Air.
Anti-Fraud Tools
The second part of the strategy was to select a number of
tried-and-tested technology tools. These were assembled
into an end-to-end system that would support the flow of
data within the new ticket management process. To keep
ahead of the fraudsters, the tools included a new
development in the market: a chargeback warning
platform. This platform would warn Viva Air of a potential
fraud thereby allowing them time to monitor the
transaction before a costly chargeback occurred.
TFG inserted the chargeback warning platform within the
framework of the anti-fraud system and configured it for
Viva Air’s specific needs.
Knowledge Database
TFG now set up a database to gather complete datasets
for transactions and chargebacks so that repeat offenders
could be rapidly identified and new tickets refused.
Fraudsters were no longer able to carry out their frauds and
then disappear. They were now permanently ‘on the
radar’ as more and more information was built around each
individual and gang. The database provided
complete information on transactions, passengers and
tickets that could be reviewed by anti-fraud analysts at
any time.
Law Enforcement – Global Day of Action
TFG used their strong connections with law enforcement
agencies around the world to tie Viva Air to the
global crime-fighting community. This provided Viva Air
Group with powerful allies who had proven abilities and
experience to combat fraud. One of the first fruits of these
introductions was that Viva Air took part in their first ever
Global Day of Action at the end of 2017. The Global Day of
Action was a concerted worldwide anti-fraud effort
involving Interpol and scores of airlines and police forces on
five continents.
Community and Trust
As well as law enforcement, TFG also introduced Viva Air to
many other crime-fighting partners around the world.
These included not just institutions but contacts at the
personal level. “Winning the battle against fraud is all about
people who trust each other,” says JJ Kramer,
“Travel FraudGuard
provide a complete
anti-fraud service,
The principal
benefits they bring
are these: they are
a people company,
blending in
and merging with
their client’s
personnel; they
continuously adapt
to a changing fraud
landscape and they
operate on multiple
different levels:
technology, process,
people and law
enforcement - with a
high degree of
experience in all of
these. The alliance
with TFG has allowed
us to provide our
clients with better
security in their
transactions with us”.
Cecilia Forero
Viva Air’s project
manager leader

3. About Viva Air
Viva Air is Latin America’s
leading low cost airline group
created by Irelandia
Aviation, the global
developer of low cost
airlines. Viva Air has been
operating in the region for six
years and is based in
Colombia and Peru. The
group has grown from three
Airbus A320s in 2012 to a fleet
of thirteen A320s in 2018 and
has bought 50 new aircraft
that will soon begin to arrive.
These aircraft will allow Viva
Air to modernize its fleet and
capture growth
opportunities across Latin
America.The group operates
24 domestic routes, 16 within
Colombia and 8 within Peru
and also flies to international
destinations such as Miami
and Lima.
About Travel Fraud
Guard
Travel FraudGuard is a
Netherlands-based
international anti-fraud
consultancy specialising in
the travel industry.
Established more than 6
years ago, TFG helps airlines
and other travel companies
to fight the growing fraud
menace. TFG has worked at
the highest levels of industry
supporting big carriers as well
as new entrants to the
market. Its services cover
every aspect of the
anti-fraud battle including
strategy, technology,
process, rules, law
and recruitment.
Travel Fraudguard
www.travelfraudguard.com
E: info@travelfraudguard.com
P: +31 6 546 984 33
TFG’s founder and Principal Consultant.
“When trust is present, we can beat the bad guys. Our
project to help Viva Air used process, rules and technology.
But we also introduced Viva Air to the global community of
people who fight fraud and Viva Air is now a trusted
member of that community.”
New Anti-Fraud Team
When it became clear in early 2018 that TFG’s anti-fraud
strategy was working and fraud was coming under control,
Viva Air decided to plan for the future and build their own
local anti-fraud team. Naturally they turned to TFG for
support. TFG were asked to contribute their knowledge and
advice to help compile job descriptions for the applicants
for the new team. TFG aided the recruitment process and
helped to train the new analysts on the technology, rules
and process of the anti-fraud strategy. Now the airline has
a team of three full-time analysts who enforce the rules and
operate the systems and processes installed and set up
by TFG.
Cecilia Forero, Viva Air’s project manager leader is
extremely grateful to TFG for all their efforts.
“Travel FraudGuard provide a complete anti-fraud service,”
she says. “The principal benefits they bring are these: they
are a people company, blending in and merging with their
client’s personnel; they continuously adapt to a
changing fraud landscape and they operate on multiple
different levels: technology, process, people and law
enforcement - with a high degree of experience in all of
these. The alliance with TFG has allowed us to provide our
clients with better security in their transactions with us”.
Outcome
Within a few months of TFG’s arrival, Viva Air saw a complete
change as the growing fraud menace was first stopped and
then reduced.
Chargebacks were reduced to less than 1/3 of their
previous rate.
Cost of chargebacks was also reduced to less than 1/4
of its former rate.
The company now takes pro-active research and ac-
tive steps to stop fraud.
It enjoys good relationships with banks and card
schemes.
A local anti-fraud team has been recruited and
trained.
Viva Air is now able to continue growing and thrive under
its own management team, meeting and beating the daily
threat from fraud. They no longer need the intense level of
support from TFG but instead contribute to regular
reviews and exchanges of information. The battle, for now,
has been won but the relationship with TFG continues.