Virgin Atlantic
The Situation
Virgin Atlantic’s chargeback management process was manual, fragmented, and time-consuming. Teams had to navigate multiple portals for different acquirers and payment processors, making it difficult to efficiently manage disputes or consolidate reporting.
While looking for ways to simplify chargeback processes, Virgin Atlantic wanted to upgrade and drive productivity for their colleagues managing payment disputes.
Already leveraging Accertify for fraud management, Virgin Atlantic saw a strategic opportunity to standardise its dispute processes by migrating chargebacks to Accertify’s Chargeback Management platform. This integration enabled direct linking of disputes to the original payment transaction, simplifying representment and compelling evidence creation.
The Solution
Virgin Atlantic adopted Accertify’s Chargeback Management platform and Accertify are in the process of enabling centralised dispute handling across all processors through one single interface instead of nine. Now that it is a consolidated platform, it’s easier to understand performance and see the business impact through more streamlined reporting.
The flexibility, easier processing and efficiency offered Virgin Atlantic the ability to streamline operations by:
- Linking disputes directly to the original transaction
- Automating evidence creation and submission
- Managing chargebacks for both Virgin Atlantic flights & Virgin Atlantic Holidays
- Supporting partial disputes and new airport booking policies
Customer Details
Virgin Atlantic was founded by entrepreneur Sir Richard Branson in 1984, with innovation and amazing customer service at its core. In 2025, Virgin Atlantic was voted Britain’s only Global Five Star Airline by APEX for the eighth year running in the Official Airline Ratings. Headquartered in London, it employs 9,250 people worldwide, flying customers to 28 destinations throughout the year.
Alongside shareholder and Joint Venture partner Delta Air Lines, Virgin Atlantic operates a leading transatlantic network, with onward connections to over 200 cities around the world.
In February 2020, Air France-KLM, Delta Air Lines and Virgin Atlantic launched an expanded Joint Venture, offering a comprehensive route network, convenient flight schedules, competitive fares and reciprocal frequent flyer benefits, including the ability to earn and redeem miles across all carriers.
Virgin Atlantic joined SkyTeam in March 2023 as the global airline alliance’s first and only UK member airline, enhancing the alliance’s transatlantic network and services to and from Heathrow and Manchester Airport.
Results
Virgin Atlantic aims to increase detection and win rates through active collaboration with the Accertify team. The results of using the Accertify platform have been notably positive for Virgin Atlantic, and include:
- Increased fraud protection by 42% year over year. 2
- Virgin Atlantic has achieved a first-in-class win rate of 72%— both by count and value—through its partnership with Accertify. 3
1-3: All taken from Accertify and client data 2024
Results
The consistent improvement in chargeback win rate since we have been using Accertify is really impressive making a significant impact both financially and operationally.