So, what's next?
You’re one step closer to taking your payment solutions to a whole new level. Together, our industry experts can help optimize your payments strategy as part of your digital transformation and growth.
"
We are always looking for ways to improve our customer experience and are therefore very excited that our customers can now pay for their luggage with a payment link shared to their mobile phones via WhatsApp. There is no need anymore for our customers to go in a queue at the airport to pay for luggage.”
Kibby Gordon, Chief Marketing Officer, FlySafair
FlySafair wanted to meet customer demand for time-sensitive information via digital channels, such as flight details, delay alerts, and boarding passes as well as the option to make quick, easy mobile payments when needed.
We helped FlySafair integrate Clickatell’s Chat Commerce Platform so their customers could access information about their booking via WhatsApp. The Clickatell platform also includes Chat 2 Pay, which enables in-messaging payments via Cybersource, so customers could use the FlySafair WhatsApp channel to pay for extra products and services.
Results
- Improved satisfaction.
Travelers appreciate the convenience and can save time with effortless mobile payments. - More secure payments.
No need for travelers to read their payment details to a call center agent over the phone.
"
Technology should be doing what is automatic and repetitive, leaving people to look at more valuable insights. With our Cybersource solution and the data we have available, this is now possible, and we’re seeing the benefits.”
Alfredo García Grande
Digital Business, Direct Sales & NDC Division, Iberia
Iberia was under pressure to secure every sale they could while managing emerging risk trends from new payment methods and gift card functionalities. They needed to adapt to deeper changes in consumer behavior.
Iberia harnessed Decision Manager’s Identity Behavior Analysis, which uses cross-merchant data from the Visa network to recognize genuine repeat customers—and legitimate new customers. All Iberia’s accepted payment methods, from payment cards to digital wallets to gift cards, are now fed into Decision Manager, which means more end-to-end protection. And transactions across payment methods and channels are consolidated, empowering the Iberia team with deeper insights and helping deliver stronger protection and higher acceptance rates.
Results
- 20%+ increase in conversion
- 80% reduction in rejection rates
- 60% reduction in review rates
"
There are so many reasons for Aeromexico to launch a chatbot and offer conversational commerce which is taking off in North America and around the world. Mexican users are among the world’s most avid users of Facebook and are constantly becoming more familiar with chat- and Facebook-based services.”
Brian Gross
Vice President of eCommerce, AeroMexico
Aeromexico is constantly innovating to make their customer booking experience as seamless as possible. Customers can now interact with a chatbot through Facebook Messenger to search for and track flights, gather information, and pay.
We helped Aeromexico boost ancillary revenue by enabling their chatbot solution to accept payments via WhatsApp. Passengers receive a message with personalized offerings based on their customer profile. Card-on-file and digital wallet compatibility make it a secure, convenient, and frictionless purchase experience.
Results
- Frictionless payments. Customers can easily and seamlessly buy flight extras.
- New channels. Customers can receive timely notifications about their flights.
- Easy shared purchases. Customers can share flights with friends and family for easy trip planning.
"
Our partnership with Cybersource has recently strengthened and via the Amadeus ecosystem, customers can now access a wider range of Cybersource’s payment, fraud and authentication
management services. Thanks to our bespoke travel-centric solution, we can provide appropriate fraud screening, as well as giving merchants the information they need to pursue various
exemptions under SCA.”
Bart Tompkins, Managing Director, Payments, Amadeus
With continued growth in the numbers of consumers making their travel bookings direct with airlines and other travel companies across multiple devices and social commerce, balancing frictionless, cross-channel payments acceptance with the increasing levels of fraud and regulatory compliance has never been more challenging for the travel industry.
Working together to meet the changing needs of global airlines and travel companies, Cybersource and Amadeus provide a comprehensive, industry specific approach to fraud mitigation and payment acceptance, with services accessed via the Cybersource API on the Amadeus Xchange Payment
Platform. This is consistently updated, ensuring access to the latest innovations.
Industry collaboration
- Overcoming friction and fraud
- Increasing payment acceptance wherever you transact
- Regulatory compliance services
"
Tomorrow’s travelers have a set of expectations fueled by ubiquitous access to information, smooth transactional experiences, and increasingly personalized offers.”
Philip Likens, Director of Sabre Labs
Sabre, a Cybersource partner, offers software, data, mobile, and distribution solutions that are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network, and crew management.
Sabre uses the Cybersource payment management platform to deliver payment acceptance, fraud management, and authentication services to its customers. Seamlessly integrated with Sabre Payment Services, the comprehensive solution helps organizations in the travel industry streamline operations, defend payment transactions from fraud, and provide frictionless customer experiences at the digital point of sale.
Industry collaboration
- Overcoming friction and fraud
- Increasing payment acceptance wherever you transact
- Regulatory compliance services
This content includes references to offerings from Cybersource and Authorize.net, which are part of the Visa Acceptance Solutions family of brands. Results may vary and are not claimed to represent typical results, experience, and are not intended to represent or guarantee that anyone will achieve the same or similar results.
Results may vary and are not claimed to represent typical results, experience, and are not intended to represent or guarantee that anyone will achieve the same or similar results.
Dreaming of his next getaway...
Meet John! He’s booking a honeymoon for him and his partner—and has even saved his loyalty points for this trip of a lifetime.
Let’s get them to the beach!
Logging in
John logs in to his account and to check his loyalty points balance. He expects his account to be secure.
To make this happen, proactively screen event requestors by leveraging device, communication, geo-location, and behavioral attributes to help identify and block account-related fraud before it can happen. This way, you can protect customer accounts and prevent bad transactions before they take place, helping to minimize potential fraud downstream, hassle for the customer, brand issues, and any lost revenue from customer attrition.
John has chosen his honeymoon destination, and now he’s ready to book. He’s happy to see that he can choose or add his preferred payment method, whether that’s a digital wallet or buy now, pay later.
To make this happen, implement a payment solution that quickly and easily adds new payment methods worldwide with easy integration. This will help airlines to increase conversions, reduce costs, reach more customers in domestic markets or expand globally.
Solution: Payment Methods ➜
Payment successful: John’s booking is confirmed! He was later able to purchase health insurance and a higher baggage allowance without re-entering his card details.
To make this happen, use a tokenization service that stores payment credentials and automatically keeps them up to date to reduce checkout friction with seamless one-click payment experiences that can help ancillary sales take off.
Solution: Token Management Service ➜
As John searches for flights and packages, he is delighted to see personalized offers that encourage him to purchase.
To make this happen, use data-driven insights to help create personalized offers based on customers’ shopping history and preferences. This way, airlines can unlock new revenue opportunities and drive customer engagement with personalized experiences for all travelers, not just the honeymoon planners.
Solution: Visa Consulting & Analytics
Making a booking
Pay
Search
Book
Meanwhile, at the baggage drop-off…
Meet Maria! She’s adventurous, digitally-savvy, and wants to see the world—but may be quick to complain if things go wrong.
Let’s keep things seamless!
Maria arrives stressed because she needs to extend her baggage weight allowance, but the airline staff are tied up. She’s relieved to see she can pay via a QR code!
To make this happen, utilize a payment solution that creates a secure payment link, checkout button, or QR code to accept online payments. This will support airlines to embrace digital payment channels like chat commerce and enhance the customer experience by enabling payment with no need to wait in line.
Solution: Pay by Link
Maria is waiting at the gate when it’s announced that her flight is delayed. She’s ready to post a complaint on social media when she’s contacted about compensation options.
To make this happen, take advantage of a payments solution with payout capabilities that can deliver compensation swiftly to a customer’s preferred card or account. This will eliminate time and effort from the compensation payment process and boost customer satisfaction.
Solution: Payouts1 ➜
At the airport
Baggage
Flight delay
On the flight
During her flight later that day, Maria is happy to see a variety of drinks and snacks on board—and that her airline accepts contactless payments. She expects a seamless experience.
To make this happen, consider a payment solution that integrates with contactless-enabled terminals and other devices to deliver the convenience travelers expect, even in the air. This can help airlines to drive ancillary sales with smooth, enjoyable in-flight experiences.
Solution: Card Present Connect & Acceptance Devices
While others get ready to board…
Meet Eddy! He’s a frequent flyer that expects travel to be stress-free, whether he’s flying personally or on business.
Let’s make him comfortable!
At the airport
Eddy pays monthly for VIP lounge access so he can relax before his flights; he’s even considered subscriptions for fast-track security to minimize his stress.
To make this happen, leverage recurring billing to streamline subscription payments, securely store payment details, and automatically keep details up-to-date when used with Account Updater.2 This can help drive revenue and keep customers happy with smooth-running subscription services.
Solution: Recurring Billing ➜
On the flight
Once Eddy is seated, he logs in to his account on the inflight entertainment system. His payment credentials are already stored to make purchases on board—securely.
To make this happen, leverage network tokenization that helps to store payment credentials and keep them up-to-date. This can help airlines to drive ancillary sales with smooth, enjoyable in-flight experiences.
Solution: Token Management Service ➜
Claim and dispute resolution
A couple of weeks later, Eddy notices a transaction from the airline that he doesn’t recognize. He calls his bank to dispute the transaction. Luckily, the airline is notified of the pre-dispute and is able to resolve it quickly!
To make this happen, implement post-purchase solutions to quickly resolve disputes with issuer collaboration. This way, issuers can send you dispute notifications for immediate refund – or facilitate automated resolution – to help prevent potential chargebacks, friendly fraud and disputes.
Solution: Verifi ➜
Passengers arrive at their destination…
Meet Becky! She often travels with family and friends without problems, but this time her baggage hasn’t arrived.
Let’s do some damage control!
Claim and dispute resolution
Becky has complained to airline staff, who rapidly offer her compensation.
To make this happen, use a payment solution that supports settlement of approved compensation claims to reduce the time and effort associated with the compensation claim payment process and improve customer experience.
Solution: Payouts1 ➜
Rewarded for loyalty
When she gets home, Becky’s pleased to see her frequent flyer points are updated—and that she now has enough points for a future booking.
To make this happen, deploy a tokenization service that links payment tokens with loyalty information so that customers receive points for every eligible purchase. This can set airlines on a course for long-term loyalty and encourage repeat purchasing, even if something goes wrong during the journey.
Solution: Token Management Service ➜
Making a booking – again
When she logs into her account months later, Becky is delighted that the digital experience is tailored to her interests. She’s offered the flights and travel extras she always looks for at competitive rates.
To make this happen, employ a tokenization service that connects payments, customer data, and network tokens for a complete view of your customers’ buying behavior across all payment methods and channels they use.
Solution: Token Management Service ➜
Now let's look at some industry collaborations...
Success stories
Use cases are for illustrative purposes only. Program providers are responsible for their programs and compliance with any applicable laws and regulations.
- Actual fund availability depends on receiving financial institution and region. Availability varies by market. Please refer to your representative for more information on availability.
- The card issuer must be enrolled in the Visa Account Updater program or the Mastercard Automatic Billing Updater program or the American Express Cardrefreshers™ Program.
Question 1
How do payments uplift traveler experiences?
First, let's see how payments can help you to maximize direct contact with travelers to drive conversion, revenue and share of wallet, while driving the frictionless experience they expect.
Boost sales through personalization
Embrace digital channels and evolving needs
Enhance loyalty with a complete view of customers
Take control of customer lifecycles
Transform airline digital journeys to match the needs of tech-savvy travelers'. Collaborate with an ecosystem that facilitates seamless digital payments for instant purchases such as in-flight meals or excess baggage. Picture a world where an overweight luggage alert instantly sends a secure payment link to travelers; no lines, no delays, just effortless efficiency.
In-flight, payments can also help to maximize sales opportunities. Simplify purchases for refreshments, entertainment, and duty-free goods with contactless mobile PoS terminals or in-app stored credentials.
Leverage the power of personalization to help boost sales with a tokenization service and simplify the customer payment experience. Capture customer insights that can enable the promotion of fares to preferred destinations and automatically default to customers' chosen payment methods. This approach streamlines the purchasing process, fostering customer loyalty and repeat business.
Maintaining passenger engagement is essential to encourage repeat bookings. Utilizing a tokenization service empowers you to leverage each customer's purchasing history across various channels and payment methods.
This comprehensive view is indispensable in today's competitive market to help airlines enhance their loyalty. By understanding traveler preferences and behavior, you can tailor messaging to resonate more effectively, turning one-time travelers into loyal long-term customers.
While tokenization can help to improve authentication and security by replacing PANs with unique identifiers, it can also empower airlines to quickly identify returning customers and expedite their payment process to enhance customer experience and loyalty. Incorporating a service that automatically updates card-on-file credentials can also help to diminish friction and lower the risk of checkout abandonment.
Question 2
How do payments boost your revenue potential?
Leveraging a data-centric platform powered by sophisticated AI and machine learning can enhance profitability by optimizing the approval of good orders and minimizing unwarranted rejections. It's crucial to have a fraud management partner with risk analysts that have knowledge of the aviation industry.
Their expertise in global and regional fraud patterns will be instrumental in refining a strategy that can help your airline stay ahead.
It’s essential to scrutinize account patterns, user behavior, and device attributes to block potential account takeovers and safeguard loyalty programs. Preventing account takeover and loyalty fraud particularly before it happens helps minimize any impact on travelers too—and save airlines the costs, hassle, brand issues, and customer attrition downstream.
A robust account takeover protection solution can also shield airlines from the creation of fraudulent accounts for card testing and other types of fraud, protecting financial health and sustainability.
To enhance airline profitability and customer satisfaction, offer customers a diverse array of payment methods. Collaborate closely with a payment gateway provider to strategically route transactions to acquirers, ideally based on specific business rules designed to strengthen authorization rates.
In markets where the European Payment Services Directive (PSD2) with its strong customer authentication (SCA) requirement is applicable, employ the latest EMV® 3DS version to offer a superior payment experience and work with your payments provider to optimize the use of exemptions.
Maximize revenue by enticing customers with subscription offers for premium services like fast-track security, priority boarding, or increased luggage allowance. An account updater service can provide a seamless subscription management and refresh payment credentials.
There’s also opportunities to add revenue by offering additional services closer to customers’ departure dates. Leverage customer purchasing data to identify upsell opportunities like airport parking, car hire, or extra luggage.
Next, let's see how to drive acceptance, reduce risk, and increase repeat purchases to raise profitability while implementing flexible and cost-effective payment options.
Elevate your fraud management
Protect against account takeover
Increase payment authorization rates
Maximize subscription and upselling opportunities
Question 3
How do payments chart a new course for growth?
Finally, look to future-proof payment infrastructure to keep pace with growth while controlling costs.
A future-ready payments platform
Comply with regulations in new regions
Tailor payments to local preferences
React effectively to regional fraud patterns
Future-proofing payment infrastructure is crucial for sustained growth. With a single connection to an open payments platform, global airline technology and payment leaders gain access to comprehensive acceptance, fraud management, and infrastructure capabilities to support expansion into new routes, markets, and payment types.
Our robust ecosystem of partners can also fuel your innovation, so you can soar to your next destination with confidence and ease.
Navigating complex national regulations and mandates can be challenging. Payment platform providers are typically familiar with global card scheme mandates, but local card schemes can have unique rules.
Adhering to regional regulations is essential and national mandates can be even more stringent to comply with. Partner with a knowledgeable payment platform provider with the necessary infrastructure to streamline compliance, so you can get to market faster with less investment.
Expanding to new destinations requires understanding and addressing local preferences to ensure a seamless customer experience. This involves partnering with a payments provider that facilitates acceptance of global and local payment methods and has strong relationships with regional acquirers.
Furthermore, your payments partner should deliver comprehensive reporting and analytics for a unified view across payment methods. Optimizing digital channels to cater to these preferences can significantly enhance the customer experience in these new markets.
Adjusting fraud management strategies to accommodate regional trends is vital due to varying fraud patterns and customer behaviors across markets. Relying solely on historical data from existing markets for new ones won’t give you successful results.
An AI-driven fraud management solution, equipped with accurate regional data, can help airlines to establish appropriate screening rules. Your fraud management platform provider should ideally offer access to regional airline and travel industry experts that can help fine-tune your fraud strategy and rules.