The Challenge

Low Audit Coverage. High Payout Risk. Sluggish Turnaround.

The airline was struggling with increasing baggage fraud incidents, auditing less than 2 percent of claims manually. With no visibility into repeat offenders and a 3–5 day average resolution time, costs were rising and genuine customers were left waiting.

The Solution

AI-Powered Auditing That Detects, Flags and Learns

WNS deployed a proprietary AI / ML model integrated directly into the claims workflow. The system analyzed 100 percent of claims in real-time (30–50 seconds per case), flagged suspicious activity, identified repeat claimants and delivered over 85 percent fraud detection accuracy. Built, tested and scaled within 8 months, the solution became the airline’s first line of defense in proactive fraud prevention.

The Future-ready Shift

Baggage fraud prevention is no longer a back-office compliance task. By combining domain knowledge with AI, WNS helped the airline move to an intelligent, scalable and customer-first approach — co-creating a smarter business that is human-led and future-ready.