Air Deccan's `credit card masking system'

The first low-cost carrier, Air Deccan, has scored another first by introducing "credit card masking system" for customers who book tickets through its call centre to offer enhanced security.

With over 10 per cent of Air Deccan's total bookings being made through the call centre, the airline thought it fit to offer extended security. Instead of providing details of the credit card to the call centre agent, the customers can now make payments through the interactive voice response system (IVRS).

The IVRS would procure the credit card details without any manual intervention making the customer feel safe. Credit card holders in the country were known to be wary of providing details of their cards to intermediaries. The new system attempts to dispel their concern as credit card details are encrypted as soon as they are punched in, eliminating all security concerns, said a release from Air Deccan.

The airline began operations in August 2003 with one aircraft and the number of calls hitting the call centre a day averaged 500. At present, the calls have gone up to 25,000 on peak days with an average of 15,000 calls a day. The 276 employees at the call centre could manage to convert 70 per cent of the callers to passengers.

Air Deccan Managing Director G.R. Gopinath said, "Using cutting-edge technology, we have introduced a unique security system which will take e-commerce to a different level in the airline industry. Apart from giving a fillip to our call centre sales, the Credit Card Masking System will provide a 100 per cent secure booking environment for our passengers."