Postcards from Abroad
Every travel destination sends a weekly postcard showing where cards and roaming fail.
The job
Finds, by destination, where the bank's cards or roaming fail travellers, such as fraud rules, card network outages, merchant blocks, roaming packs not activating or currency fees. It fixes them before the next travel wave and treats that wave as the test.
The moment
Each travel destination sends the bank a weekly postcard of what customers said there. In holiday season, one from a seaside resort shows 340 customers in a week saying their card was declined at every restaurant.
All of them had the same card product and the same type of merchant. There are also complaints that a paid roaming pack never activated.
On Tuesday the rules team relaxes one fraud rule, and customers who opted in get a WhatsApp message before their trip.
After the travel wave, complaints from the resort are down 58%, while a second destination with no fix stays red. Customers who complained get a postcard: "Fixed: your card now works there."
What it does
- Send evidence to the rules owner
- Log a destination fix
- Queue a pre-trip WhatsApp tip
- Open a roaming-partner ticket
- Stamp a postcard
- Send 'fixed' postcards to complainants
What you see
Postcard wall on a world map (stamp = counts, picture side = verbatim) with flip cards, a travel-wave almanac and delivery stamps
What it moves
Complaints about cards declined abroad and about roaming, per destination per travel wave, and the card fee or roaming-pack revenue lost, in dollars.
Built for
- Risk & fraud
- Product & digital
- Contact-centre operations
