Air Europa futureproofs payment security and CX with PCI Pal
Headquartered in Mallorca, Air Europa is the third-largest Spanish airline. Its main hub is located at Adolfo Suárez Madrid–Barajas Airport with focused city operations at Palma de Mallorca Airport and Tenerife North Airport. Additional contact centers are based in North Africa, Brazil and Columbia. The airline foresees that the number of travellers will exceed 10 million in 2022, to 56 destinations in Europe, South America, North America, the Caribbean, Morocco, Israel and Tunisia.
Head of Payments, Fraud Prevention and Distribution, Yago Casasnovas, has been working in the payments space for around a decade, and with Air Europa for the past five years to help evolve the airlines’ payments experience.
When his role changed to encompass fraud prevention and security, Yago undertook a review of Air Europa’s payment systems and processes to ensure they are future-proofed from an omnichannel security and compliance point of view.
THE COMPLIANCE CHALLENGE
The challenge for Air Europa was to ensure a consistent payments approach across all territories and channels, that is secure yet doesn’t impact the overall customer journey and experience.
Explains Casasnovas: “Having undertaken a review of our payment handling processes, I felt we would benefit from identifying a solution that would let us record every conversation for training and quality assurance purposes, yet would keep us out of scope of the requirements of PCI DSS. Making the customer journey as seamless as possible was particularly important therefore we didn’t want to add any automation to our payment transactions.
“Instead, it was important to Air Europa to keep our agents and customers in contact throughout the journey so they can provide a very personal customer experience and see every interaction through from start to finish. Security was at the forefront of any solution decision. We also wanted to minimise risk of noncompliance to safeguard Air Europa’s reputation and trust, so spent time reviewing the market for options.”
“As an airline, we don’t need to store payment card information and therefore needed a security solution that supported recurring payments through tokenization. Having seen a demonstration of PCI Pal’s Agent Assist solution, it was clear that it ticked all of the criteria boxes: importantly being able to maintain customer contact, retaining call recording, yet with the required privacy and compliance requirements.” Casanovas continues.
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