How Sunwing’s Fraud Team Soars Through Cross-Border Transactions

Success Story

By using Ekata Pro Insight for manual review, the largest tour operator in North America can confidently allow sales—no matter where they’re from.

With a portfolio that includes multiple tour operators, travel retail businesses, management companies, a charter airline, a luxury private jet charter service, and a hotel chain, Sunwing Travel Group is in the businesses of providing their customers with a relaxing experience along every step of their journey. Notably, that top-quality customer service begins at the moment of sale.

Sunwing is a Canadian company, with customers as geographically varied as their many destinations. But no matter where a customer is located, Sunwing makes purchasing easy. The fraud prevention team deals with cross-border bookings through the website, the call center, and travel agencies. To handle the volume—and give their customers the smoothest experience—Sunwing’s team focuses on auto-allowing all orders, then  ltering out fraudulent purchases.

How Sunwing uses Pro Insight

Ekata Pro Insight makes their job easier. The global identity review solution provides a clear Confidence Score powered by real-time data, an interactive distance calculation map, and user-friendly deep dive options to further vet customer identity. Sunwing’s fraud team can set rules and let low-risk orders fly past the review queue, then quickly use Pro Insight to manually review the rest.

Ivana Jankovic, Supervisor for Process and Risk Management at Sunwing Travel Group, explains how Pro Insight helps them with manual review:

The Confidence Score is the number that I look at first when I open the link. It gives me a sign if it’s a positive or a negative, then I go through each field — phone, address, email and IP address. Additional information such as location distances is amazing. Ekata Pro Insight is a reliable source of information to verify the identity of the client.


Auto-Allow With Confidence

For the best customer service, Sunwing’s team doesn’t auto-reject any orders. Instead, any order with a low enough Confidence Score is automatically allowed, while everything else quickly manually reviewed.

Everything In One Place

Everything Sunwing’s manual review team needs to do identity verification is contained within the Ekata Pro Insight link - phone number, physical address, email, IP, and person all in one place.

Easily Spot Negative Signals

Pro Insight lets Sunwing’s team quickly spot negative signals such as a recent email first-seen date or a recently acquired phone number.

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