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 Consumer
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08 Sep 06 15:25
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Airline Industry having problems with credit card payments
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Business Day
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The user of the U5 PS System should delete the code "[PIC:1]" from the bodytext of this text ("CF3RF-T").
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Internet traders protecting themselves against credit card fraud will easily find that their validation procedures scares off legitimate customers. In addition, the procedures lead to risky practises where credit card information is transferred in the open, in itself increasing the risk for fraud.
Customers trying to book from Air Asia, Thailand, with a foreign credit card is in the moment frequently met with the message "A problem seems to have occurred with the credit card you used. This card appears to be miss used or stolen." When this happens Air Asia's system flags the card as "invalid" on future requests. Unless the traveller is willing to try with another card he will have to give up on using credit card as payment to this airline.
Phone calls to the call centres make no difference as regarding to the card. The customer will be asked to provide full credit card details in the phone and to wait. However, no answer or explanation will be provided. The customer will be encouraged to do booking through the phone. However, after completing the booking the customer is told that there is a problem with the card, leaving open the question why the credit card information was required in the first place.
The staff will then direct the customer to addresses in Bangkok where payment can be made in cash. Prices, though, will no longer be as low as given on the web site.
Khun Nata from Air Asia Call Centre said that problems were investigated and that an answer could be expected next week.
On Thailand's Nok Air no warnings are provided when entering information into the site's booking form, but after submitting the form a message appear that "We are currently not able to process foreign credit cards" followed by a telephone number. Booking using the card is then possible, but only after faxing copies of passports and credit card. If the fax is too dark at arrival the customer can then send a digital image of the card. If approved the booking can continue.
An obvious problem about these procedures is that sensitive information must be passed by phone and fax where it will be read and stored by an unknown number of people.
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