ABOUT ABTACHECK

What is ABTACHECK? [top]
ABTACHECK is a service designed exclusively for the travel industry to help protect members against card not present (CNP) fraud. It confirms that a customer is who they say they are when booking travel using the phone or Internet and paying with a credit card. The service is Web-based and hosted on the Experian Website, allowing ABTA to have immediate access without any set-up costs or system changes.

ABTACHECK is based on a solution used every day by some of the leading UK retailers.

How will I benefit from using ABTACHECK? [top]
Through authenticating the identity of telephone and Internet customers, ABTACHECK is able to consistently identify over 90% of CNP fraudsters as proven in trials with major UK retail organisations, which means you save on chargebacks and other merchant fees. In addition, the service is low-cost, quick, effective and easy to use.

What is CNP fraud? [top]
CNP fraud occurs when travel bookings are made using the phone, the Internet, or WAP (ie, transactions where the card is not present) and a fraudster could be unlawfully using a credit card that is not their own.

Why is CNP fraud a problem for ABTA members? [top]
Typically, members are liable for the total cost of CNP fraud, which includes the fraud itself, any additional merchant charges, their own in-house fees, and their time and effort. CNP fraud costs the travel industry a significant amount every year and is expected to rise. ABTA believes their members should take additional steps and do identity checks to protect themselves.

How does ABTACHECK work? [top]
The service works by matching the information provided by your customer against data held by Experian's bureau, which is the largest data repository in the UK with over 440 million records on UK consumers. Information provided by your customer undergoes a sophisticated analysis to produce a scored authentication index that reflects the confidence you can have that the transaction is legitimate.

USING ABTACHECK

How do I do an ABTACHECK search? [top]

1. Go to the ABTACHECK Website (www.abtacheck.com).
   
   
2. Click the ABTACHECK 'Search' button. (Your browser may prompt you to select the appropriate digital certificate.)
   
   
3. Read the search consent text aloud to the customer. If they consent then select Yes in the search consent box.
   
   
4. Complete the search form then click 'Submit'.

   Within a few moments the screen refreshes, displaying the authentication index for the customer.

How much information must I enter to do an ABTACHECK search? [top]
You must complete all the mandatory fields including forename or initial and surname, date of birth, and full address. Mandatory fields are indicated by an asterisk (*).

If I am booking a holiday involving several parties do I need to check each party? [top]
Yes. You should do an ABTACHECK search for each transaction. If two people are paying for the holiday on two different credit cards then check both.

What if I forget to tell a customer I am doing the search? [top]
It is your legal obligation to tell the customer that you are about to do any form of identity check. It is very important that they agree to it. The check will not be done unless you select Yes in the consent box.

What happens if I forget to do a search when I accept a booking where the card is not present? [top]
Nothing, but the chance that you accept a fraudulent transaction greatly increases. As long as you can contact the customer and ask for their consent you can still do an ABTACHECK retrospectively then act on the outcome.

Does an ABTACHECK search affect a customer's credit rating? [top]
No. An electronic note, or "footprint" is left on their record to say that an identity check has been done, but it does NOT affect the customer's credit rating and is not used as part of the credit vetting process or the information sold to third parties.

PRICING

How much does an ABTACHECK search cost? [top]
60p per transaction + VAT. If the price changes then ABTA members will be notified through their normal ABTA channels.

How do I pay? [top]
An invoice will be sent to your head office and you will be charged accordingly. Terms are 30 days in arrears.

Are there any hidden costs or a minimum commitment? [top]
No. You are only required to pay the search price. There are no additional licence or support fees, and you are not currently required to agree to a minimum volume commitment. This does not include the cost of connecting to your Internet service provider or the phone call.

All terms and conditions are available from the Legal Info menu on the ABTACHECK Website. When you submit the account opening form you initiate a binding contract in which you agree to abide by the stated terms and conditions.

I expect to do a lot of ABTACHECK searches. Can I get a discount? [top]
Organisations that anticipate a high volume of use can automate the process by a direct link to Experian via their existing order processing system. Contact Experian on 0115 9016000 for more information.

OPENING & CLOSING ACCOUNTS

How do I open an account? [top]

1. Go to the ABTACHECK Website (www.abtacheck.com).
2. Click the 'Open an account' link.
3. Complete the acount opening form.
4. Click the Submit button beneath the form.
   

   Once your form is received and your account is opened a digital certificate is installed on your PC to ensure system security. An Experian representative will contact you directly to guide you through this simple process and confirm that your ABTACHECK account is operational. You are then ready to use ABTACHECK.

Do I have to open an account online? [top]
Yes.

Can I speak to someone if I need help completing the account opening form? [top]
Yes. Contact the ABTA Information Bureau on 0207 307 1994 or e-mail information@abta.co.uk.

You can also contact the Experian Account Set-up Team on 0115 9016000. In case of technical difficulties contact the Experian Service Support Desk on 0115 9344444.

How quickly can I open an account? [top]
An account can be opened and ready to use in less than 24 hours.

How quickly can I use the service? [top]
You can use the service immediately after you open an account.

Am I bound by a period of time once I open an account? [top]
No. To close the account all Experian needs is 7 days notice in writing. There are no minimum commitment or licence fees to use ABTACHECK.

What if I have several shops? [top]
Each PC that requires access to ABTACHECK needs to have its own digital certificate. Complete an account opening form for each PC, remembering to use the same ABTA head office number and invoicing address. The digital certificate is sent via e-mail so use the correct e-mail address for each PC. We suggest organisations that will access ABTACHECK from many different PCs contact Experian directly on 0115 9016000.

Is the personal information I enter on the account application form confidential? [top]
Yes. Your details are protected by the Data Protection Act and are not disclosed to anyone other than ABTA and Experian.

Do I need to send any documentation in the post? [top]
No, the entire process is carried out online and over the telephone.

How do I close an account? [top]
Write to Experian quoting your name, ABTA head office number, branch address and postcode. Your account will be closed 7 days from receipt of the letter and a closing statement will be sent to your head office for final settlement.

ABOUT SITE SECURITY & DIGITAL CERTIFICATES

What is Secure Access? [top]
Secure Access is a digital certificate that allows Experian to create a secure channel between your PC and our mainframe computer. Your secure access digital certificate will be installed as part of our account opening process. Once installed, you will be informed of your passwords by telephone. You will then be able to use ABTACHECK.

What is a digital certificate? [top]
A digital certificate is an electronic file that is installed on the account holder's PC when the account is opened. It is a security device that uniquely identifies the ABTA member each time they use the service.

Why do I need a digital certificate? [top]
The certificate is needed to ensure Experian complies with the Data Protection Act and protects the account holder from unauthorised users and associated costs. Without the certificate the account holder cannot use ABTACHECK.

How many digital certificates do I need? [top]
One certificate is needed for each PC. You can use as many PCs as you need but you must use the same ABTA head office number to ensure accurate invoicing. You will only be charged for each transaction search and not the number of certificates installed.

How do I know the service is secure? [top]
The digital certificate installed on your PC at the time of account opening ensures that any information transferred between your PC and Experian is encrypted to protect against hackers.

SITE ACCESS

Where is the ABTACHECK Website? [top]
www.abtacheck.com

Can I access ABTACHECK from the ABTA Website? [top]
Yes. Click the ABTACHECK hyperlink on the ABTA Website.

Why has the Website changed? [top]
Experian are constantly looking at ways to improve its Website. We may have updated our Website since you last used it.Suggestions to improve the Website should be submitted on the form found under the heading 'Comments'.

TECHNICAL REQUIREMENTS

Which Internet browsers can I use to access this site? [top]
To access ABTACHECK without problems you need Internet Explorer 5.00 or Netscape Navigator 6, or a higher version of either. Older versions of browsers may have problems accessing this Website. Free downloads for these versions are available from the Microsoft or Netscape Websites.

Can I access this site using a Macintosh computer? [top]
No. You may be able to access the site from a Macintosh computer if you are using Windows emulation software and an appropriate PC version of the browsers mentioned above, but we do not actively support this option.

Do I need to install any special software on my PC to use ABTACHECK? [top]
No. ABTACHECK is hosted on the Experian Website and access is via a web browser (Microsoft Internet Explorer 5.00 or Netscape Navigator 6 or a higher version of either).

CUSTOMER SERVICE

Is there someone I can speak to if I can't use the service? [top]
Yes. Contact the ABTA Information Bureau on 0207 307 1994 or e-mail information@abta.co.uk.

Will I get charged for calling the ABTA Information Bureau? [top]
No, there is no charge beyond the normal cost of the call at national rates.

Will I get charged for calling the Experian Service Support Desk? [top]
No, there is no charge beyond the normal cost of the call at national rates.

What are the opening hours of the Experian Service Support Desk? [top]

Technical queries on 0115 9344444

Account set-up queries on 0115 9016000

TROUBLESHOOTING

I can't use the site. What should I do? [top]

• Make sure you have a suitable Web browser installed. You need Microsoft Internet Explorer 5.00 or Netscape Navigator 6 or a higher version of either. You can get free upgrades to these browser versions from the Microsoft or the Netscape Websites.
• Make sure you have correctly installed the digital certificate. You can call the Experian Service Support Desk on 0115 9344444.
• Make sure you can access the Internet by pointing your browser to other sites, for example the home page of your Internet Service Provider.
• If you still cannot access the site contact the Experian Service Support Desk on 0115 9344444.

Why can't I successfully buy information from your Website? [top]
Before you can use our Website to buy information we need to ensure you have a secure connection to Experian. To achieve this you need to open an account or request that we activate your Internet access if you already have an Experian account.

Why can't I access ABTACHECK from other PCs? [top]
To ensure a secure environment for the exchange of data it is necessary to install and register the secure access digital certificate on each PC you use to access ABTACHECK. If you need additional certificates contact us by email or phone.

PC SUPPORT

Who should I ring for network errors? [top]
The Experian Website does not use your network so it is unlikely that any network messages are a result of using our Website. You should contact your PC support specialists or network helpdesk.

If you are experiencing problems when attempting to e-mail us from your office PC it is possible that an e-mail service has not been included as part of your browser installation. Your company may also have a firewall installed that limits your capabilities when using the Internet.

Can Experian help me if I have problems with my PC? [top]
No. Experian are not PC suppliers and therefore we cannot provide support for PCs. You should contact your PC support specialists directly.

Can Experian help me if I have problems with my ISP? [top]
No. Experian are not Internet Service Providers (ISP). We cannot provide support or assistance for any Internet service except our own. If you cannot access Experian's Internet pages you should check your Internet connection and ensure you can log onto your ISP home page before contacting us. If you cannot log onto your ISP home page, you should contact your Internet Service Provider or PC support specialists if you connect via a corporate network.

ABOUT EXPERIAN

Who are Experian? [top]

Experian is a global leader in providing analytical and information services to organisations and consumers to help manage the risk and reward of commercial and financial decisions. Combining its unique information tools and deep understanding of individuals, markets and economies, Experian partners with organisations around the world to establish and strengthen customer relationships and provide their businesses with competitive advantage.  For consumers, Experian delivers critical information that enables them to make financial and purchasing decisions with greater control and confidence. Clients include organisations from financial services, retail and catalogue, telecommunications, utilities, media, insurance, automotive, leisure, e-commerce, manufacturing, property and government sectors.

Experian Group Limited is listed on the London Stock Exchange (EXPN).It has corporate headquarters in Dublin, Ireland, and operational headquarters in Costa Mesa, California and Nottingham, UK. Experian employs more than 12,500 people in 32 countries worldwide, supporting clients in more than 60 countries.Annual sales are in excess of £1.7 billion.

For more information, visit the Group's website on www.experiangroup.com.

The word 'Experian' is a registered trademark in the EU and other countries and is owned by Experian Ltd and/or its associated companies.

Is Experian an Internet Service Provider (ISP)? [top]
No.

If these questions and answers do not help you then please see "Contact Us" for details on how to contact us.