KCC Trading Standards warn about Thomas Cook refund scam.

Hollingbourne Parish Council has received details of a Thomas Cook refund scam from Kent County Council Trading Standards. Please Read More for further information.


We have received reports of scams targeting those who have booked Thomas Cook holidays.

How It Works

  • Emails, texts, phone calls or messages/posts on social media are sent
  • The fraudster claims to be either from the Official Receiver, Thomas Cook itself or a legal firm
  • They offer refunds and/or compensation
  • The criminals request details of your bank account or ask you to click on a link in an email
  • They may request an upfront fee for handling compensation claims

What to do

  • Only Thomas Cook customers who are currently abroad – or who have booked future holidays or travel – should expect to be contacted
  • Either by the CAA (Civil Aviation Authority) or one of the two firms appointed as Special Managers: AlixPartners UK LLP or KPMG LLP.
  • Always check you are being contacted by the genuine company
  • For advice visit UK European Consumer Center
  • Or contact the CAA on their designated helpline 0300 303 2800
  • If you have already given your details to these criminals notify your bank immediately and contact Kent Police on 101.

If you’re waiting to claim a refund you can only do this from Monday, September 30 when the Civil Aviation Authority has its service set up.

If you’re a Thomas Cook customer and you’re stuck abroad or want to get your money back, get help here 


For advice and to report issues to KCC Trading Standards contact
Citizens Advice consumer helpline on 03454 04 05 06
Monday to Friday from 9am to 5pm.