How Traveloka increased real-time bookings and stopped ATO attempts

Traveloka, a leading platform for booking flights and hotels in Southeast Asia, was facing two main types of abuse: payment fraud from stolen credit cards and account takeover (ATO) from stolen credentials and social engineering schemes. Both these problems led to financial loss and, more importantly, damaged user trust and brand reputation. Traveloka had an internal team dedicated to fraud and risk, developing a series of elaborate fraud rules that attempted to provide an automated first screening of all orders. However, as the range of customers on the site changed, Traveloka’s rules-based system couldn’t keep up. They experienced many false positives that were blocking good customers and their orders, leading to poor customer experience. On the ATO side, static rules were missing a lot of cases, weren’t able to adapt quickly enough to emerging trends, and resulted in a lot of false positives, blocking legitimate users from accessing the site.

Traveloka is a Jakarta-based company that operates Indonesia’s number one platform for booking flights and getting great deals on hotels. With an ever-growing number of visitors to the site, this company has grown to offices in Thailand, Malaysia, Singapore, Vietnam, and the Philippines. Traveloka’s business is booming in the Southeast Asian market and – following on the heels of legitimate customers – fraudsters are creeping into the fold. As a Sift customer, Traveloka’s volume of fraud is miniscule, and the Traveloka team is committed to keeping that fraud rate low.