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Travel – Simplifying PCI Compliance for a Major Airline

The Company

Simplifying PCI compliance for airlines is traditionally a difficult task. While combatting fraud perpetrated by criminal organisations, airlines must also protect their customers from being exposed to losses from their own card handling processes, all the time considering the customer journey.

In 2019 a major Spanish airline undertook a review of the payment handling processes used on its website and within its call centres to ensure
that it was fully compliant with PCI DSS and using the most up-to-date methods to protect passengers from card-not-present fraud.


The Compliance Challenge

The airline operates its own contact centre as well as working with a network of travel agents. In addition, the carrier has a number of outsourced business partners that deliver loyalty and customer experience solutions on behalf of the airline and its subsidiaries. As such, the airline needed to find solutions that offer their customers the highest levels of security for their customer’s data without creating additional friction for their customers.


The Solution

Evolutio (formerly BT Spain), introduced the airline to PCI Pal’s suite of solutions. The airline began by implementing PCI Pal Agent Assist at its contact centre where around 50 agents handle flight bookings and telephone payments for high-value customers. Since PCI Pal’s platform runs on Amazon Web Services, for security, availability, and scalability, prior to deploying the solution, PCI Pal worked with Evolutio to integrate the airline’s contact centre telephony system with PCI Pal’s AWS platform. In addition to this, PCI Pal integrated with the airline’s CRM system, Salesforce. During the course of the integration and deployment, PCI Pal worked with and integrated to a number of different partners and platforms, including Evolutio, Salesforce, and the airline’s outsourced contact centre.


Download their success story to discover more on how the flexibility of PCI Pal Agent Assist allowed this organisation to meet all its complex PCI DSS requirements whilst maintaining a uniform, smooth agent experience.

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