Kingfisher Airlines connects 70 cities and operates over 425 flights daily. A large chunk of its ticket sales are generated online through its e-commerce portal. At the end of 2006, the airline complained to the Economic Offences Wing of the city crime branch that it had been duped of Rs 17 crore due to an online ticket booking fraud.

A well-organized group used stolen credit cards to book flights and then resold the tickets at discounted rates. As a fallout, there was a huge chargeback from banking institutions; naturally, the airline’s business was hit.

To counter online fraud Kingfisher developed its own solution called FANS, but after using it for a year or so, the airline faced great difficulty in maintaining it. Kingfisher was investing a lot of time, money, manpower and resources to curb fraud using its FANS solution. What’s more, the system could not generate alerts in real-time; it generated alerts in batches, every three hours. In an e-commerce environment where it’s common for people to book tickets within a few hours of the flight, this kind of delay was simply unacceptable. Also, the number of alerts being generated by FANS was fairly high, so Kingfisher had to deploy a large team to scrutinize all those bookings.

To focus on its core competency, Kingfisher needed to offload and outsource the task of screening bookings to a service provider. Its in-house solution was resource-intensive, expensive to operate, and not very result-oriented.

The Solution >>

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