Case Study: Major American Airline reduces Visa dispute volume by 33% and retains $200K with Sift Real-time Resolution (RTR)

Major American Airline Company - Customer Case Study

A major American airline was facing a high volume of Visa disputes that threatened revenue and operational costs—over 4,700 disputes were initiated in the first 90 days, representing about $1.8M at risk. The challenge was to reduce chargebacks and keep customers engaged with the airline rather than through card-issuer dispute channels.

The airline deployed Real-time Resolution (RTR), sending detailed product, policy, and contact information to card issuers at dispute initiation so issuers could deny illegitimate claims and steer customers back to the airline. In 90 days RTR stopped more than 550 Visa disputes (33.13% of those with RTR requests), retained over $200,000 in sales, and produced an overall 11.7% net reduction in Visa dispute volume.