Declined Payments & Fraud/ Chargebacks

What is the KB article number for the "Declined Payments & Fraud/ Chargebacks"?

Answer explanation

You can check Payments on SkySpeed to see if a card was declined

Select reasons why a card gets declined:

• Cardholder's birthday is incorrect
• Merchant is not accepting cards
• Card is too new to use
• Insufficient funds, expired card, incorrect card details, suspected fraud, exceeding credit limit.

Answer explanation

Don't speculate on the reason for the decline with the passenger in case the card has been compromised. 

What is the troubleshooting for declined payments:

• Assume the payment will go through without any checks.
• Use a different currency for the transaction.
• Check payment method validity, billing information, and advise pax to contact their financial institution.

• Ignore the payment method and try again later.

Answer explanation

You can ask if the caller moved recently or changed the address on the card recently. If they have moved, you can attempt the purchase with the updated billing address.

If a card declines during a modification:

• Cancel the reservation and create a new one, regular fees apply

• Reach out to Res Support to reinstate booking to the original flights for any itinerary changes

• • Remove any ancillaries added before attempting to end the booking

• Advise passenger to complete payment at ticket counter during check in

Answer explanation

Do NOT leave a RED balance on an existing booking due to a declined payment. 

If a PAX already contacted their bank, how much time might take Accounting to contact them?

Answer explanation

 Res Support can request a reference code to provide the caller. This may take up to 72 business hours.

What information RES Support will need to escalate a declined payment?

• Name, phone number, RSV number and if available reason for decline

• Customer's physical address, and Social Security number

• Date of transaction, full credit card number, and flight number

• Payment method used

Answer explanation

Escalations for declined payments to Accounting can only be made if the PAX already contacted their financial institution

Before attempting a card declined for FraudPrev again, what information you will need to confirm?

• Correct spelling for the cardholder

• City

• Address

• Zip code

• Name of the bank

Answer explanation

The system is intentionally blocking this transaction from going through. Do not tell the caller it's due to fraud. 

If the card is declined after a second attempt due to FraudPrev, what actions you don't need to do?

• Do not forget to tell the passenger the reason is due to Fraud

• • Do not tell the caller the transaction is being declined due to fraud

• Do not advise the passenger to contact their bank

• • Do not attempt the card again

• • Do not attempt another credit card

Answer explanation

Suggested verbiage: “Unfortunately, the purchase is not going through. I'd recommend you contact your bank for further review.”