Carlton Leisure

Negative experience: Terrible customer service.

Fantastic experience: I have booked a tickets from Carlton Leisure. I have got issue to change mein kids meal on the airline app/website but airline denied to change it However I spoke Oscar he helped me to update my Kids meals on the Airline database system with in few hour's. I am very happy about the service.

Negative experience: Very deceptive as trustpilot shows good reviews so they must have been faked. Thank god I didn’t book online.Terms and conditions link sends me to self employed tax refund?? When I called a woman says that I don’t get a full refund as advertised to their website but a tax refund of the ticket false advertising avoid at all costs

Fantastic experience: Firstly, I have no idea why a company that has consistently provided me with excellent service has such a low Google Review score. Baffles me. I must say that the company has once again dealt with me in a professional manner, and Ted, the "Ast Team Manager", who I do not know personally, and with whom I have no connection other than the service provider/client one, has been so beyond exceptional that I would like to score him at least 10 out of 5. I would not hesitate to offer Ted a job. He is that good in my view.

Fantastic experience: Im so pleased purschasing my Dream Holiday with Carlton Leisure, Ted made it so easy , i just give him my dates and destination and he make everything, Vip Treatment. Every time i have any question he was prompt to solve anything very fast and eficiente, I have now made Carlton Leisure my Top agency and i recomend to all my friends and family.

Fantastic experience: Amazing Experience Everytime. The go to place for booking a flight to India. I have been using their service for over 9 years now. Still happy customer. Abhi provides best customer service. Way to go Carlton Liesure.

Fantastic experience: We have booked long haul flights with Carlton Leisure. They have been fantastic with helping when we have the carried chage our flights. Sarah fwas very supportive and patient with all the changes needed. Thank you!

Negative experience: Absolute cheats. Booked a virgin atlantic ticket via them but on reaching the airport - the airline said that no such ticket exists. I had to buy a fresh ticket for the family at the airport. Made the complaint to Carlton leisure, and true their name, they are taking my complaint quite leisurely with no action taken or refund initiated till date. Keep making false promises but to no avail. PLS BEWARE

Fantastic experience: I booked my journey with them and it was best service with best cost thanks carlton leisure

Negative experience: Been awaiting a refund from a flight that we were unable to take, not our fault and several months later, even though we were promised a refund via email, we still haven't received it. Nobody will reply to our refund request and reading other review sites, many people are having the same problem. They dont appear on the ABTA website, so if you have any problems, you will have no comeback. Before you book with them, read the 1 star reviews from this and other sites and go with someone else.

Negative experience: They don't respond to emails especially when it's urgent about flight details.

Fantastic experience: I've relied on Abhi, my agent at Carlton Leisure for international travel planning for over 18 years. His service is consistently excellent, combining professionalism with a personal touch. Abhi's expertise truly shines in challenging situations - he once saved me considerable money by swiftly rebooking a missed flight while I was overseas. His attention to detail, reliability, and ability to handle both routine trips and travel emergencies make him an invaluable resource. I highly recommend to anyone seeking a top-notch international travel agent.

Negative experience: Kept changing my flights to something unsuitable and then kept charging me to change it. Wasted hundreds of pounds and ended up with no flight.

Fantastic experience: I bought 4 flight tickets from them, Vince did it very nicely, smooth, great experience

Negative experience: These are fraud company and change the name once they get another price. Dont book from here. Very bad never again

Fantastic experience: Planning our trip was a breeze thanks to their exceptional service and dedication. Special thanks to mayur. He was incredibly patient and attentive, ensuring every detail of our journey was meticulously planned. If you're looking for a travel agent who is patient, knowledgeable, and dedicated to making your trip perfect, look no further than Mayur at Carlton leisure.

Negative experience: Terrible company I booked my flights to go to Egypt in August got an email saying flights booked but no further flight confirmation emails. I called them up after couple days they said flights has not been confirmed although they refunded me back. Same flights with different providers had gone up. Won't be dealing with these cowboys again

Fantastic experience: Oscar at Carlton Leisure is a truly amazing travel agent. Not only has Oscar helped me get the best prices - but Carlton Leisure also give me the flexibility I need for my business travel. For example flying and returning to different airports, or different classes of cabin depending on length of the flight. Oscar has really gone above and beyond since working with him. When mine and a colleagues flight were cancelled due to a storm, Oscar was helping me via whatsapp to rebook. He personally checked in with my to insure I got back safe. I will definitely be purchasing my long haul flights from Carlton Leisure as long as I am dealing with Oscar. For the price, the flexibility and the support if something goes wrong - it is almost too good to be true!

Negative experience: Avoid, terrible service during the pandemic.

Fantastic experience: Oscar

Fantastic experience: Enjoyed my travel hassle-free will definitely recommend for the traveller's across globe

Fantastic experience: Very good service and friendly staff

Fantastic experience: We had an enquiry about our holiday package but the staff was very nice and they gave us very good suggestions in less price according others so we would recommend to other for this Thank you !!!

Fantastic experience: So they helped us in holiday booking and it's definitely an amazing experience

Fantastic experience: Amazing travel experience and highly recommended

Fantastic experience: Amazingly best service by the travel agency highly recommended

Fantastic experience: I recently had the pleasure of booking a vacation through Carlton leisure Tours and Travel, and the experience exceeded all my expectations. From start to finish, their service was impeccable and truly catered to my every need.

Fantastic experience: Best travel agency highly recommended made my trip amazing ✨✨✨

Fantastic experience: Will definitely recommend this place as the service & staff was great even helpfull as well in each possible way the owner was also so attentive & friendly must visit for booking your trip with them Thanks

Fantastic experience: Carlton leisure to the moon and back

Fantastic experience: If you are finding the best holiday planner book with the carlton leisure. Best prices and services compare to other agents.

Fantastic experience: I recently booked a vacation through Carlton Leisure and couldn't be happier with the experience. From the moment I contacted them, their customer service was exceptional. The agent I worked with was knowledgeable, friendly, and extremely helpful in finding the best deals that fit my budget and preferences. The booking process was seamless, and all my questions were promptly answered. The trip itself was fantastic, with every detail perfectly arranged. I highly recommend Carlton Leisure for anyone looking to plan a hassle-free and enjoyable travel experience.

Fantastic experience: compare to other website carlton leisure is best for flight booking

Fantastic experience: Although seeing bad reviews but at the end of the day the treated ed very nicely and had good conversation with the staff and good suggestion for the trip so I would recommend them to get your holiday package or your tickets booked by them Thsnkyou

Negative experience: Whatever you're saving just do yourself a favour, pay a bit more and book direct with the airline. I booked Emirates flights with Carlton Leisure after seeing they were about £40 cheaper than booking direct, all went well until Emirates cancelled one of my flights. Carlton Leisure were an absolute nightmare to deal with from this point. Every time I spoke to someone there they were unhelpful and rude. After waiting 5 weeks for a refund, promise after promise of "next week", they deducted £70 from the total. I had to pay £70 because Emirates cancelled my flight. Save yourself all this hassle and just pay a little extra and book direct with the airline.

Fantastic experience: Amazing service from Harry when booking a flight to India!

Negative experience: He's my guardian

Negative experience: They canceled my flight without my permission and confirmation

Negative experience: The staff seem to come across as 'not really bothered ' after they have got your money. They are most unhelpful, with promising to call back that never happens. The so-called free voucher they might throw in is not really a freebie but a lure to make you spend more. Sort it out guys! Get the staff skilled in customer services!

Negative experience: Very poor experience with a colleague named “Nimi”. Rude & unhelpful!!! Needs upskilling and shouldn’t be working in a customer speaking environment. Put me on hold forever, was unpleasant in tone.

Negative experience: Very unhelpful when my flight was cancelled - refused to reprotect me on a partner airline and I had to do all the phoning around . They said BA would not refund the flight if they re protected me ???!!! BS ! Ended up waiting 3 days to fly out !! You book through a travel agent to have help and comeback but they said they would not offer other airlines as BA would not pay them back for flight ! Customer does not come first - never again !!

Positive experience: I was super hesitant to go with them because of so many bad reviews, but I surprisingly had a very good experience with them. I even got a real person on the phone who helped get me the exact flights I wanted when I couldn't find them on the website! It took a while (around an hour on the phone) but the gentlemen was super persistent in finding me what I wanted and it was a successful booking. I'll definitely book with them again.

Negative experience: My flights got cancelled and they failed to communicate this to me 8 months later I'm still trying to get my refund and they won't respond to any of my emails. Horrible service, do not use them!

Negative experience: Scam. I booked with them online, I called them 3 weeks after and asked them to change my departure date, he said it’s not possible, we only have to cancel and get barely any money back or purchase travel insurance and then make changes through them. Recently I called in March and I was advised by another person I can change the date. I was shocked because previously I was told I can’t. Now it’s left so late, they’re asking me to pay about £700 extra per person to change it now as the tickets have gone expensive due to being close to date. When I called to complain, they said we don’t have inexperienced people working here and there’s no record of the call. Disgusting, won’t ever book with them again

Fantastic experience: Spoke to Jazz about a change in scheduled flights. She was super helpful, found us better options without any difficulty. Thanks for your efficiency. Would use them again.

Negative experience: Delta would have changed my flights for free but told me I had to go through the travel agent that I booked with online. After asking Carlton leisure to do this they told me to wait a few days once they contacted Delta to find out the prices. 2 weeks later we recontacted them as we hadn't heard anything back. Another couple of interactions with employees that just didn't respond meant that we couldn't change our flights as they have now got too expensive with prices going up. I repeatedly asked to speak to a manager but never did. When asking for some kind of understanding that they had been really unprofessional, they didn't even offer to waive their £50 per ticket fee for changing the flights. I would heavily recommend booking directly with Delta and pay the extra money. If you need to change anything with your flights, it's free or just pay the difference. With these clowns It will be a lottery at best.

Fantastic experience: Very good place for travel booking

Negative experience: Had a problem with an ESTA visa - Carlton Leisure totally unresponsive - disappointed but not surprised - NEVER again !!

Negative experience: Read the reviews before using this company. You try and go value and you get scammed. They lost me well over £2000. First flight they wouldn’t change the name on the ticket and second flight there was a total misunderstanding regarding my change of plans and needs until it got almost too late to rebook and he was trying to charge me and extra £700 plus to change the flight, no help or time spent exploring alternative options, so I was forced to cut my losses and I lost that ticket too.

Negative experience: Completely useless. Tried to find out about refund policies for one of my flights, took me 4 phone calls and 5 different people just to find out it was non - refundable (which surely someone could have just told me on the first call??). Then they tried to cancel a different flight, the one I had made it VERY clear I didn't want to cancel. Honestly not even sure how this company is this much of a mess.

Negative experience: They tried to charge me £2000 pp to make a change to tickets that costed £1300 for 2 people. Mind you the £2000 was on top of the initial outlay for the tickets. They have to be the dirtiest travel agent I have ever dealt with. They also lied that our tickets had been cancelled in a bid to try and get me to overpay for the amendment that should have costed £200 or less. I would urge you to steer clear from them as they epitomise the term "dodgy business dealing". They also conceal the price they sell their tickets so that you have to deal with them as the airline is supposedly not allowed to touch a ticket with a concealed price. Again all this to force you to pay the exorbitant £2000 pp. Worst ever agency by far and wide. They should have their business dealings investigated as I am almost certain that some of their dealings are illegal..

Fantastic experience: Abhi agents was a good server. Can't wait for the journey to begin.

Negative experience: They are scammer they doing scam with people's they took money from me nd did not sent me e ticket I keep contact them they do not answer me please don't buy anything from them you should lost your money.

Negative experience: I booked a ticket for my son to come to India from the UK and we wanted to change the return date many emails been sent no response from their side. Very poor service the person who was dealing with our booking was Jason. It’s a special fare apparently there for we are unable to change the date with the airline.

Fantastic experience: Excellent service great big portions and delicious too. thank you Jemini for your welcoming smile. God Bless you.

Negative experience: Carlton Leisure is the WORST travel agency - have had numerous issues with them from Covid time as well and now I have had terribe service just for getting a last minute flight price - I called to try and book a flight from London Heathrow to Chennai, there was a flight available so I asked to send the details via email. The agent copied and pasted from their internal system - it is not readible format - string of numbers is visible in the email. Therefore it's not possible to understand the return, arrival and the duration of the stop -over. I emailed back asking for a passenger friendly version - they replied back saying flight is gone and offered another flight. I called back and they said I did not inform them that I was interested in the flight and therefore they did not hold - if someone is asking for a flight leaving tomorrow do they think that we are calling for fun??? Obviously if we ask for the details to be sent via email only if we are planning to book it? The agent was adament that I was not communicating properly - they don't know how to speak to customers or do their job. I would never go back to them!

Negative experience: My flights were changed to include a 12-hour layover in Tokyo on a flight to Sydney from London. No apology. No alternatives offered. They didn’t even explain their refund policy. I won’t be using this company again and recommend you avoid them too.

Negative experience: Carlton leisure and Air France cancelled my flights because the Cuban. Sarah at Carlton leisure was completely useless. Did not help me. They then gave me no time to reissue my flight as I could t go to Cuba until a paper diving arrived which only god knows how long that would take. Then on top of that I said I’d get my own flight out there separate if I could get my paid for flights home. They denied this also for no reason. I will be taking legal action.

Negative experience: SCAMMERS. Rude and will never acknowledge wrong doing. Read this review if you are even considering using this company. I booked flights through sky scanner, onto your website for my wedding in the US and honeymoon in the Dominican Republic. I booked these through you with British Airways. the original flights were not cheap, around £2400 for both myself and Fiancé. However, this was for multi city and for a special occasion so didn't mind the expense. Unfortunately due to unavoidable issues, we had to make the extremely difficult decision to postpone our wedding. I discussed at length options with one of your colleagues who was extremely rude, insincere and disrespectful to our situation. The situation wasn't black and white, there could of been lots of options to explore to support myself and partner through this extremely painful time. In fact, all I wanted to do was change my outbound flight from Manchester to LAX to Manchester to Dominican Republic (I could of been flexible with flight times/ days) and KEEP my return flight with British Airways on the same time and date as originally booked. Instead your sales associate said my chose was the loose everything, "as this wasn't there problem" or pay extra to cancel and rebook my entire flight path. So I have now had to pay an additional £500 - a total now of nearly £3000 for my return flights for the 2 of us - when I can get return for around £600 per person right now on sky scanner.... I didn't want to loose more money from my already paid and booked honeymoon so as I was given NO other alternative and support from your team I had to go ahead with the additional payment. Otherwise, I would lose everything.... with no option to even re-schedule. A week before we were due to fly, I was sent an email by one of your colleagues to explain that our flight has been cancelled and I must reply to acknowledge the possible changes and they would get back to me... I didn't get a reply and after calling every day at least 4/5 times I got through to Abhi the day before my travel to secure the return flights. I have had an awful experience dealing with your company, working within the service sector myself the level of unprofessionism and lack of compassion from some of your team has been a tragic loss in trust and faith. I will be taking this further and will add this onto trip advisor / discussing with BA / Sky scanner as I feel extremely ripped off by the terrible service and huge loss of money at the hands of your incompetent staff.

Fantastic experience: The service I received for my families trip to Dubai was fantastic. Dinusha suggestions for the entire holiday were brilliant and made travelling so easy. The price was very competitive for the package we got. I would without doubt use and highly recommend Carlton Leisure.

Negative experience: Absolutely the worst company ever. My wife’s visa was refused to Australia so I asked them if I could change it to another country. They said I need £3000 to make the changes. Is this joke. Please avoid them

Fantastic experience: I booked flights to Sri Lanka for a last minute emergency in August 2022 with Oscar and he has been very helpful and even when there was a change in the flight schedule he kept us informed and make all the necessary amendments to ensure we had a seamless flight. Thank you once again Oscar for all your help.Would highly recommend Carlton leisure for their great deals and customer service.

Fantastic experience: Oscar provided an excellent service from start to finish for our recent last minute trip to Sri Lanka . Great communication throughout with a final itinerary and email check in just before travel to ensure everything was correct. Would highly recommend Carlton leisure and we will be in touch again for sure. Thank you

Positive experience: I have been using them for years. This year their prices were lot higher than web based agents, so I didn't use them.

Negative experience: DO NOT USE Been fighting to redeem my voucher from 1st lockdown, they have been extremely unhelpful and now told me my voucher has expired yet never communicated the extension of it - that's £1000 down the drain. Quick enough to take my money. Will never use again and recommend others don't either.

Negative experience: Horrible company. They are scammers. After making a booking they call you to say the name is incorrect on the booking. Then you pay extra (to them not the airline) to change the name. I know this because I phoned the airline who said the name on the original booking was correct. That booking then "expired" (manually cancelled by Carlton Leisure) so they have you trapped until you pay the extra £50. Rude people on the phone. Terrible experience. Please avoid these people - they are liars.

Fantastic experience: Raj was very patient and Professional.I did call 6,7 times to ask the prices. He arrange the flight, what I wish for.i am very happy. I will again and introduce to my friends and family. Excellent service.

Negative experience: Absolutely useless and never inform you of anything.

Negative experience: THIEVES!! My elderly parents called them to ask about flights and book. They gave a deal only to take all their credit card details and claiming it’s been declined and took other card details too. Taking all personal and credit card details and asking to read back codes. THOUSANDS of pounds have been taken from my parents counts from multiple accounts from this call. DO NOT use these disgusting people who act like they help but take advantage of vulnerable old people. Will be taking legal action, if not will be taking my own action regarding these disgusting thieving people!

Fantastic experience: We have dealt with the agent called Abhi for the past 8 years and as usual he gave us a excellent service again this year.

Negative experience: AVOID USING THIS COMPANY! My flights got canceled and they won't refund me. Terrible customer service and they do anything to make more money from you when forcing you to rebook. I've been fighting for my money back and don't get a response of any help. I have contacted my credit card company and will take them to court as I have all Carlton Leisure details on Company House. Disgusting business, they should be ashamed!

Negative experience: Just to share with any want to be customers be very carefull using this firm as they got us left stranded in Orlando Airport because of admin errors and over charged me 280 pounds for a transaction that they didn't amend will never be using this firm carlton leisure again my mother was in a wheelchair and 90 yrs old just to add I am now going to get intouch with the ombudsman and all major air lines to right this company off the list of travel agents to use

Negative experience: Refunds are a nightmare here.

Fantastic experience: Great prices on long haul flights!

Negative experience: Quite possibly the worse company I have ever dealt with. My flight got cancelled, they offered me vouchers, I refused these and successfully claimed through my credit card. In my opinion they lied to me; they said I would lose out if I didn't accept them as I hadn't turned up to the flight. The flight was cancelled. The planes were grounded , and we were locked down. I'm not sure what they thought I was going to turn up for. Two months later they then called me twice to refund me. I told them twice I'd already been paid out by my credit card. They still refunded me. They then accused me of claiming twice and threatened to take me to court if I didn't BACs them the money. I told them it's been sitting unspent on my credit card you can have it back from there. So I return it once they set up a link. Funnily they managed to do this within 24 hours. The accusations from this company and their rudeness, coupled with their inability to answer a phone in a timely manor (under an hour) make them one of the most unlikely ones that I will ever recommend to anyone ever.

Negative experience: ***DO NOT BUY FROM THIS COMPANY !!!*** TOOK £1500 FROM ME FOR FLIGHTS TO THE US AND 18 MONTHS, 300 00 DEATHS AND BOTH BORDERS CLOSED THEY ARE STILL REFUSING TO REFUND. AVOID AT ALL COSTS

Fantastic experience: Had to travel to Dubai for business purposes. I dealt with Edward he was able to sort out my changes within no time. He was friendly and dealt with the matter really well. I will definitely book with Carlton Leisure next time.

Positive experience: Had to chase a few times for refund forms, however were great in booking and returning money from cancelled flights

Negative experience: Booked through Carlton leisure. Once COVID happened and it became time to claim back money they tell you they’ll begin the process you do all the appropriate steps and then they don’t contact you. I have been on them for 6 months now and haven’t heard a thing. I call them and get told that the agent handling my case isn’t in the office but will be back tomorrow and will contact me but I’m never contacted no matter how many days I contact them they never give me an answer never help absolutely useless avoid this company not reputable in the slightest.

Negative experience: We used Carlton Leisure last year to book our flights for a corporate event. Due to COVID-19 outbound flights were cancelled by the operator. Carlton Leisure proceeded to cancel our reservation but not without charging a £75 admin charge. Considering we had recieved a 100% refund on other flights that were booked through other brokers - this seemed just another way for Carlton Leisure to capitalise on the situation,. After much hassle and grief - this charge was reduced to £50. We had no choice but to accept this to ensure we recieved a refund. But we will not be using them again!!! Strongly suggest travellers to avoid.

Negative experience: Terrible customer service. I appreciate Covid19 has disrupted the holiday market, however the level of service received from this company has been truly shocking. It has took 4 months for a refund to be processed, to which I have had to chase every month for updates as they were not forthcoming. They also did not inform me that they had been credited therefore I was able to be refunded, i was only made aware after making a phone call to them again. I am now in a debate over a further balance owed where a lack of communication has resulted in further complaint. After booking the initial flights I was sent the booking under the wrong name, along with incorrect flight details. I do not understand how this company is still functioning.

Negative experience: I wouldn't even give them 1 Star if I could. Shocking company. Absolutely thieving people. Lie about everything. Unprofessional. Rude even. I will never be using them again. And if you had any sense you wouldn't either.

Negative experience: Worst travel company ever. We booked our flights to Sri Lanka last year which were recently cancelled due to COVID-19. As no flights were going to Sri Lanka at the time we expected our flights to be refunded in full or to be given the option of having vouchers at least. Instead Carlton Leisure took a £50 ‘admin fee’ deduction from each ticket (£250 total as we booked 5 tickets) and refunded the rest. How can there be an admin fee if the flight was cancelled, what am I paying an admin fee for?? When I tried to question this Carlton Leisure would take days to respond to my emails and I could never get through to them on the phone. This is the worst customer service I’ve ever experienced and the worst travel company I’ve ever dealt with. I would highly recommend Southall Travel as they have been so helpful during this time and are also offering full refunds for all cancelled flights. Do not use Carlton Leisure!

Negative experience: Awful customer service. Charged me a £50+ admin fee for flights which were cancelled by the airline. Zero communication after I raised concerns over this issue. Carlton Leisure has now been reported for trading in breach of the ATOL Regulations.

Negative experience: Shonky travel agent. I have been waiting nearly 4 months for a refund. Go check out the Facebook page Carlton Leisure complaints to see the amount of people currently struggling with trying to get their legally entitled refund. Go elsewhere or burn your cash.

Negative experience: If I could give this company nil points, I would do so!! Absolutely appalling customer service. My flight with South African Airlines was cancelled for September, and after numerous phone calls, and being fobbed off, and no return calls, I made my final call today. Told that they wouldn't refund my money as the airline wouldn't refund them. When I told them that was against the law, they told me "its your call, just do what you want"!!!! No advice, no help, just a get on with it attitude. I've been a travel agent for 25 years, and never would we have fobbed our customers off like this, or not tried to help. I've learnt my lesson!! Never again will I book with rubbish on line agents like these. You may save a few pounds initially, but if things go wrong, they just want to wash their hands of you. I didn't want the credit that the airline was offering, as they are on the brink of bankruptcy, but carlton were oblivios to my concerns, and couldn't care less. I'm now persuing my refund via my credit card company. BEWARE EVERYONE!!!!!

Negative experience: Horrendous company. No morals during a pandemic. DO NOT USE THEM. They will reply to this message saying they have noted this and to send an email to prash or someone but another member will reply and just ignore the complaint and state the same thing again. DO NOT THINK BECAUSE THEY REPLY HERE THEY ARE TRYING TO HELP. This is just a ploy to make people who see the review think they are not as bad as everyone is saying.

Negative experience: Tried to charge 1/3 of the cost of flights as admin fee for cancelled flights due to covid and since have been unresponsive and uncooperative towards a full refund. No clear customer communication or helpline

Negative experience: SHAMBLES! If i could give this company no stars - trust me i would. still no refund we were due to fly 4th July and again told like many people we would receive part refund in 5-6 weeks and the other 10-16 weeks. yes you've guessed it still no refund. i think they make it up as they go along. DO NOT USE THIS COMPANY!

Negative experience: Charging me £150 Admin fee for a cancelled flight due to Covid19. Already we are suffering and this is even more painful. Such a terrible practice to profit in a crisis situation. Prash you should be ashamed of yourself

Negative experience: I am hugely disappointed and would strongly advise against using Carlton Leisure for any bookings. We had flights back from Brazil cancelled while there and were left stranded, trying to find a way home. Over four months later and no refund for flights we paid for and didn't have tge opportunity to take - I strongly believe they will keep the refunded money and never pay it back to us since the airline confirmed the refund had been issued. There are many good agencies out there - this one should be the very last on anyone's list. Happy to amend this review if our refund ever makes it to us but Carlton Leisure have stopped responding. I see they make time for posting stock copy and paste responses though as you will see below. Prash has been sent emails and does not respond as promised.

Negative experience: Carlton leisure have been extremely poor during the recent coronavirus crisis and flight cancellations, charging administration fees of £75 simply to return my money from a cancelled flight. Customer service are rude and unhelpful, i recommend people with a similar experience report them to UK trading standards who informed me their policies were unfair practice.

Negative experience: I applied through email for cost refund about my cancelled flights cause of COVID issue on 16/4/20 and I saw the refund money to my bank account on 21/7/20. Within this period of time I sent a lot of emails, while I am keeping proofs which indicate that airline company sent them back my refund earlier. I personally let them know that they should have received my refund after challenging them to check again and again their incoming transactions to their bank account after the 13th week of waiting; Hearing all the time the same excuse........At the end, when they saw that I was not giving up, they gave me back less money charging me fees!!!!!!!!!!! for no reason!!! Fully unprofessional behavior!!!! I will never use this agency again!!!

Negative experience: As with many other recent reviews we a experiencing extreme difficulty in receiving refunds for cancelled flights. We booked flights through Carlton Leisure to fly with Etihad in May this year. These were cancelled by Etihad in April and we were advised that we would receive a refund for this part of our booking, and this should take approximately 6 weeks. We are still waiting.... I have exchanged numerous emails with Carlton Leisure and initially accepted that there would be longer than normal delays due to the Covid-19 pandemic. However they have confirmed some weeks ago that they have received the refund from Etihad, but despite numerous attempts they have not refunded the money and are unwilling to provide a timescale as to when it will be received. Apparently one reminder to their refunds department in 5 months is enough! Latest communication has been contradictory, and unhelpful which can only lead me to believe they are withholding the payment. We have waited 5 months for a refund, I think that has shown more than enough patience and unfortunately the only outcome I can see is having to take steps now for the recovery of the money we are due. I would steer clear of booking with Carlton, especially at this uncertain time as the only thing that appears to be certain is getting a refund out of them will be a difficult task.... Update...... email this morning saying refund has been processed and will take 4 -5 weeks, queried this length of time to be told in the following email that it will be processed as soon as possible. Completely contradictory (not for the first time)and clearly just a blatant lie to fob me off. oh and they have confirmed they are charging £75 for the privilege of waiting 6 months for refund for a cancellation we didn't instigate!!!

Negative experience: DO NOT USE I repeat DO NOT USE - I called last week Thursday/Friday to discuss the process of receiving a refund as Emirates and a number of other connecting airlines had cancelled my booking. I spoke with someone named "Carry" who said he is happy to process my refund but one of my four flights is not yet showing as cancelled so he advised waiting until next month by which time it will be confirmed as cancelled and he can then process my entire refund rather than refund me for only three of my four flights. Prior to this I had e-mailed them the same query and was told that the first of my four flights I was querying was still confirmed as going ahead. I then replied with a copy of the e-mail confirming the cancellation of the first of my four flights; however, I didn't receive a response, hence why I then followed up with a call. Luckily I was travelling with someone else but they booked via alternative travel agents and had received confirmation that the flight Carry said was still confirmed as going ahead was actually cancelled. So I called after 8am this morning and was put through to a "Nimi" who after speaking with her said she would call me back in 10 minutes. Thirty minutes later and no call back so I called again and when she realised who she was speaking to she cut me off. I then called her straight back and she answered and repeatedly said "hello" as though she couldn't hear me. When I called again, straight after for the third and final time a colleague of hers answered and said she was on another call - YEAH RIGHT! I've seen and heard enough to know that this is a very UNTRUSTWORTHY company. Bearing in mind some if not most of the positive reviews could be due to bookings that were straightforward and don't really expose just how good or how bad they are in those instances. Furthermore, they might be FAKE?......... My advice would be to avoid them at any cost. UPDATE: 2nd September 2020 I was contacted by an agent of this company asking me to reply to an e-mail confirming a refund of just over two-thirds of the amount they acgually owe me. After 30 minutes he called me again asking me to respond to the e-mail. Now given these people have not been very responsive before now, I did think it was weird how insistent he was that I reply to the e-mail. I did reply but clearly stating I want a full refund and not for the amount that they offered. Needless to say I didn't get a response to that as the same e-mail I was responding to stated I would be sent additional paperwork. It later transpires that around the same time they contacted me is around the same time my credit card company contacted them. My credit card company then contacted me for more info as at the time of my original dispute I didn't have access to a printer (Covid restrictions). Recently I was able to provide copies of e-mail correspondence between myself and the travel agent and also the airline company, which I forwarded to my credit card company. I know people have commented on having a good service from this company but its easy to provide angood service when nothing goes wrong or the issues that arise are easy to resolve. The true test of their values is in times like this and their behaviour has proven them to be untrustworthy.

Positive experience: I got a refund for my ticket that was canceled because of c19. There was a fee of £75.

Negative experience: Booked ticket with them my flight got cancel because of COVID-19 I spoke with Ronny to ask my refund I been advised that we will take £60 admin fee. I asked him why I have to pay fee I been advised because of cancelling your ticket I told him several time that don’t you have sense that flight got cancelled I’m not getting any service from you than why I have to pay. Somehow I told him to cancel it and I been advised by him over the phone it will take 5 to 7 working days to refund your money back after waiting 7 working days I send an email he came up with something new that we will refund you in 6 to 12 weeks but unfortunately he is not a man of his words because it been over 12 weeks still no refund. He came up with new excuse that I’m Sending you a form to get agree, sign it that we will charge you £60 admin fee. Kind of forcefully asking me to sign. I have never seen in my whole life that if company is refunding money into your credit card they are asking you to sing any letter lol. I would recommend you to don’t believe into these good reviews it looks like they are fake reviews by them. When I read reviews I made booking with them but end up with all this nonsense. Please stay away from them they are disgraceful.

Negative experience: Following Covid-19 we have waited 10 weeks for a refund to no avail! Not to mention the have applied a £75 each refund charge. The company are avoiding our calls/hanging up on us and refusing to provide an ETA for the refund.

Negative experience: Booked a round the world trip through Carlton Leisure and then got stuck abroad after the first leg due to Covid. Offered no support or help getting home and after months of trying to get a refund on the remainder of the flight they have gone absolutely silent and will not refund us what we are due. Note for anyone thinking of booking with them - their call centre is not based in the UK (I think its based in India) and they are absolutely useless and unhelpful. Impossible to talk to anyone with any authority. They have taken and pocketed our money and despite the law being on our side will not refund us. DO NOT USE. Always book direct through the actual airline as you are offered far more protection and recourse to action.

Negative experience: Absolutely awful company! DO NOT BOOK THROUGH CARLTON LEISURE. Cannot be trusted, will not give refunds, they lie about everything. How this business is still allowed to be running is beyond me. If you’d like to read more about the shambles, visit the complaints page on Facebook. This company are removing all trust pilot negative reviews and replacing them with 5 star reviews. Do not be fooled!