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Fraud Prevention

Fraudulent bookings are on the rise and it is your responsibility to make every effort to protect yourself from them. There are several ways to help prevent yourself from falling victim (and having to pay out of your pocket) because of negligence. YOU are on the hook for fraudulent bookings and chargebacks, so it is to your benefit to utilize every tool you can. In general, clients have 120 days from date of charge to dispute it. 
 

There are two types of fraud that are overwhelming supplier fraud departments with fighting chargebacks, more since Covid than ever before.

 

Fraud

Plain and simple, this is stolen credit cards. Clients will be unknown to you and travel is often immediate (can even be as far out as a few months). Travel is generally within Canada, but it is happening with travel to international destinations more and more. They may even book return, but only use one way. Not just flight only, has also been happening with packages. These requests may come by email, phone, social media.

With new to you clients, ask how did they hear about you? When are they traveling? Qualify them based on the type of travel they are requesting. Generally a fraudster won't be willing to provide all this information. Making immediate travel arrangements for a new client without following this process is high risk.

 

Friendly Fraud

This is happening more than stolen cards and is becoming more frequent lately. This can be things like:

- travelers using friend/family credit cards to pay for their trips

- trip didn't go as planned (airline issue, resort issue, customer service not satisfactory, etc.) and it can be the simplest of things they complain about (watered down drinks, pool closure, room location not as pictured, etc.)

- clients weren't offered travel insurance at time of booking

- clients weren't made aware of supplier terms and conditions prior to booking

 

How can you protect yourself?

- ask new clients how they heard about you 

- use the credit card form and call the issuing bank to verify the ALL of the card holder information - THIS IS A MUST - get them to send you a picture of both front and back of card - ALL this info is on the credit card authorization form on the drive

- get them to send you copies of their passports 

- keep ALL emails / correspondence 

- make sure clients acknowledge reading Go Travel Terms & Conditions and the Supplier Terms & Conditions 

- make sure clients were offered travel insurance 

- if a client refuses any insurance, they must acknowledge that they are refusing insurance

In any case - even known to you travelers, you should ALWAYS get them to sign the Credit Card Authorization form. It is up to you if you want to get them (known to you travelers) to send pictures of the credit card.  But the form should still be filled out and signed for every booking.

 

Our lawyer is reviewing some forms that we will be adding to our new accounting software for you all to use - I will share it as soon as it has been thoroughly reviewed and deemed relevant for each province. 

 

In the meantime, I have confirmed that an email reply from your client on the statement below will suffice. You can include the following statement when you request passenger information / confirmation before booking.

 

IF YOU ARE NOT LICENSED TO SELL INSURANCE - USE THIS STATEMENT:

 

NOTICE:  The following terms, conditions and waivers of your rights and claims will apply to arrangements you may make with Go Travel. 

We, 1561374 Alberta Ltd. o/a Go Travel, act as the agent or intermediary for or in respect of the suppliers (the “Suppliers”) of the travel related services (such as air, ground and sea transportation, hotel and other accommodation, tours, meals, services and insurance products) that are sold or reserved through us (the “Travel Services”). Go Travel Terms and Conditions can be found by clicking HERE

 

We highly recommend the purchase of Manulife Global Travel Insurance to protect you from unforeseen circumstances before and during your trip.  For quotes and information, please click HERE prior to booking your travel arrangements.  Alternatively, some Travel Suppliers offer their version of travel protection that you can purchase at time of booking.  However, no representation or description of the protection made by Go Travel to you constitutes a binding assurance or promise about the protection. Any claims that fall under the relevant travel protection policy must be submitted to the insurance company directly.

  

You acknowledge that you have read and understand Go Travel Terms and Conditions and that travel insurance has been offered to you. If you decline to purchase travel insurance, or if you refuse to purchase insurance for the full amount and the duration of your trip, you release your travel agent and Go Travel from any liability or expenses incurred.

Replying to this email shall constitute as consent to the above.

IF YOU ARE LICENSED TO SELL INSURANCE - USE THIS STATEMENT:

 

NOTICE:  The following terms, conditions and waivers of your rights and claims will apply to arrangements you may make with Go Travel. 

We, 1561374 Alberta Ltd. o/a Go Travel, act as the agent or intermediary for or in respect of the suppliers (the “Suppliers”) of the travel related services (such as air, ground and sea transportation, hotel and other accommodation, tours, meals, services and insurance products) that are sold or reserved through us (the “Travel Services”). Go Travel Terms and Conditions can be found by clicking HERE

 

We highly recommend the purchase of Manulife Global Travel Insurance to protect you from unforeseen circumstances before and during your trip.  For quotes and information, please ask me prior to booking your travel arrangements.  Alternatively, some Travel Suppliers offer their version of travel protection that you can purchase at time of booking.  However, no representation or description of the protection made by Go Travel to you constitutes a binding assurance or promise about the protection. Any claims that fall under the relevant travel protection policy must be submitted to the insurance company directly.

  

You acknowledge that you have read and understand Go Travel Terms and Conditions and that travel insurance has been offered to you. If you decline to purchase travel insurance, or if you refuse to purchase insurance for the full amount and the duration of your trip, you release your travel agent and Go Travel from any liability or expenses incurred.

Replying to this email shall constitute as consent to the above.

And YES, the statements above should be sent for EVERY SINGLE booking you make. Even repeat clients.

 

IF a client feels 'off' to you - you do NOT have to make the sale!  

 

 

ACTA also provides some valuable tips and information that you should familiarize yourself with.
ACTA Information on Travel Fraud Protection
 

 

Bottom line - as an Independent Agent, your duty and responsibility is to protect yourself by understanding fraud prevention and taking all the steps to make sure you are not a victim of it. This would be a very costly mistake for you if you chose not to take the necessary steps to qualify and legitimize your client. 

Chargebacks are solely the financial responsibility of agents, so make sure you do your due diligence. You work hard for your commission and don't need the burden of any fraudulent bookings you have to pay for.

 

E&O insurance doesn't not cover this. 

 

Go Travel does not cover this. 
 

If you have any questions or are unsure about something, please reach out and ask first before proceeding with booking.

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