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I have no experience using this company, but did read up on the news report of the poor lady who was booted off her flight because of this mix-up between United Airlines and Traveler Helpdesk. As a banking professional with 2+ years of experience of early fraud detection, I wrote on my linkedin and steem account on how this mix up did not make any sense for fraud detection.

I was being nice to Traveler Helpdesk in my posting, but it does not make any sense that the company did not know that their customer altered the arrangements directly with the airline company. Considering that the passenger managed to board the airplane initially after verifying her plane ticket, it looks like the Traveler Helpdesk uses delayed fraud detection (as opposed to real-time fraud detection) to keep the customers in the loop about any fraudulent activity. But failed to execute that directive in keeping in touch with the customer or the airline company, I would give that company a grade "F" for fraud protection. "This article highlights the importance between two companies to communicate with each other.

A passenger wanted to fly out to see her dying mother and had her landlord purchase tickets through Traveler Help Desk, an online ticket agency, but had to reschedule to an earlier flight because her mother wouldnt make it through the night. Her landlord called United Airlines and was told by the UA rep that they could have it rescheduled directly with UA without going through Traveler Help Desk. This prompted a fraud alert on the third party agency, which voided out the ticket, and apparently Traveler Help Desk tried 'many times' to reach out to the passenger instead of contacting UA for alternative verification. When setting up real-time fraud protection for consumers, make sure to develop other avenues to alleviate customer's inconvenience.

From the article itself: "Prelas claims United Airlines told her she could make the change through the airline directly and not through Traveler Help Desk." '“I am just so sorry for Ms. Amrich’s loss,” wrote Gallant in an email to the Times. “It is tragic. I understand it was unfortunate the ticket ended up voided.

Had she contacted us directly to make the change, this all would have been avoided.”' As you can plainly see UA and Traveler Help Desk weren't on the same page on how to deal with ticket fraud, so while one company said it was ok to deal with them directly, the other agency just voided out the ticket instead. At least what TD Bank and Actimize has set up is more flexible and there is constant stream of communication between the two agencies. If there was anything suspicious going on with a TD Bank Card, Actimize would decline it immediately and try to reach out to the consumer to verify if it was the customer or not.

If for any reason Actimize can't reach out, TD Bank will inform Actimize of that the transactions are verified or not after communicating with the customer. Tragic."

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I agree as a travel agent if ticket has been paid who are we to assume fraud? Customer could of taken it up with credit card company if there was.

Why didn't Traveler Help Desk call United prior cancelling they note in PNR who made the changes.

What they did was unacceptable now Ms Amich never ever gets closure with her mom being gone. Awful!

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