Bogus email under control

26/05/2015

Last Thursday (21 May), The Club’s contact centre was flooded with calls and emails when one of its email addresses was used in a ‘phishing’ scam.

The ‘phishing’ scam sent many thousands of people an email with the subject header ‘Travel Order Confirmation’ and an attachment.

Having established that the email had not come from The Club’s servers or IT systems, we were able to advise callers and visitors to our website not to open the attachment and to simply delete the email, which seemed as if it came from our Overseas Travel service.

This left us with an email address that had gone global! The result was 1.5 million non-deliverable emails slowing down our email systems and making it very difficult to find and respond to genuine emails from overseas travel customers. Our IT team have spent all of the bank holiday weekend dealing with this and are now confident they have the situation under control.

What remains unknown is how many genuine customers may have added all emails from The Club to their spam filters, meaning we can’t communicate with them as we would usually do.

How to ensure you still receive important Club emails

Because of the nature and volume of the bogus messages, some Internet Service Providers (ISPs) and mail software packages will move caravanclub.co.uk messages into spam or junk folders. Please check these folders if you are expecting a message or confirmation – once convinced that it is genuine, the act of moving it into your inbox is usually enough to stop future emails being moved to spam, although we will be working with the ISPs to resolve it at their level too.

How to tell the diffence between a scam/ phishing email from a genuine Club confirmation

All documents sent out by the Club are in a PDF (Acrobat) format, and any confirmations will always be addressed to you by name. Scam and phishing e-mails tend to be .doc attachments and have 'Dear Customer' or a similar generic greeting.

Our apologies for any inconvenience caused – we were sadly one of a number of organisations targeted in this way and are committed to responding immediately to this type of technology threat.