Case Study: British Airways cuts card fraud and reduces chargebacks 47% with Accertify Fraud Management

British Airways Cuts Card Fraud, Clearing Path to Increased Revenue with Accertify

British Airways, one of the world’s largest airlines, faced a sharp spike in card fraud that outstripped its manual, spreadsheet-driven processes. Screening covered only a fraction of flights, fraud shifted into call centres, and restrictive rules risked rejecting legitimate sales—so BA sought a scalable, automated solution covering all direct channels and major card brands without tripling staff.

BA deployed Accertify’s fraud-management platform (live on ba.com in Dec 2012, screening 100% of bookings by Jan 2013, with call-centre and holiday bookings following). In the first nine months web chargebacks fell 47%, call-centre fraud declined, manual administration was greatly reduced, and the team could focus on proactive investigations. The system also uncovered loyalty-program abuse, aided law-enforcement actions, improved relationships with card brands, and supported revenue growth by reducing fraud without blocking good transactions.

British Airways

Andy Warman

Business Support Manager