CS Update: US Based Fraud - Amex

We have seen a recent increase in fraud bookings. Specifically on orders meeting the below criteria:

• US Based customers
• American Express Cards as payment method

We think there is a loophole with the AMEX system that is being exploited somehow.

For any customer in the US who is wishing to cancel their booking, what we need from you is:

• Cancel to credit is fine and can be actioned immediately
• Anything customer requesting cancellation back to OPM, please advise customer it will take 48 hours to process, but do not action the cancellation in Admin.
  • Escalate to @Chris Swanepoel and I to review and we will authorize the cancellation to be processed according pending a fraud check

-------------------------------------------------------------------------------------------

Following on from Rob’s note this morning about the increase in US-based AMEX fraud, I wanted to add a bit more clarity on how we handle cancellation calls and ensure we’re capturing useful context before escalating.

As mentioned, please always ask the reason for cancellation first — this helps us separate genuine customer requests from potential fraudulent behaviour.

You can use the following approach:

“Before I cancel or refund this booking for you, do you mind me asking why you’re no longer going ahead with your trip?”

If the customer pushes back:

“We’re always looking at ways to improve our services and your feedback helps us make these changes, which is why I’m asking.”
 

Action Reminder (from Rob’s email):

• Cancel to credit: fine to process immediately.
• Cancel to OPM: advise the customer it will take up to 48 hours to process and escalate to Rob and myself for review. Do not action in Admin.

Finally, once you’ve confirmed the cancellation request, please remind the customer:

“I’ve requested for your booking to be cancelled; it normally takes up to 48 hours for the system to update in these instances. If there are any issues, we’ll be in touch with a follow-up call.”

Thanks again for helping us strengthen our process and protect both our customers and the business.

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 30th October 2025, titled "US Based Fraud - Amex" sent by Rob R (Head of Customer Service) & Chris S (Chief Customer Experience & Sales Officer).