To quote another reviewer “This company are attempting to manipulate their own T&C's to extort money from customers who have had their flights cancelled due to covid-19.“ I could not agree more!! I have been a loyal customer to Carlton having booked many flights through them - but this is the first time that their loyalty to me has been tested. And they have failed me and then some. It will most definitely be the last time I Ever use! As is the case with everyone affected during this pandemic, I am legally entitled to a full refund - all airlines are offering this, - including Emirates who I was booked To fly with - yet Carlton Leisure are attempting to skim £75pp From my money - claiming it is to pay new staff they have had to hire during these tough times. I’m sorry Carlton Leisure, but your financial situation is not my problem and is of absolutely no concern to me. I absolutely will not be handing you money to ‘pay your workers’ As an emergency service worker I am seeing the desperation that this pandemic is causing first hand on a daily basis - and to see this company gleefully profiteering is Nothing short of disgusting! If there is any justice in the world....you will not survive these troubled times! I note that they have been quoting paragraph 13.2.2 From their terms. Or 12.2 depending which terms they are quoting - Yes they saw fit to Actually alter their terms and conditions when customers began to present a legal argument back to them during all this! "tickets returned to us for a refund are subject to an administration charge of £75 per ticket, irrespective of the number of tickets returned. You will be required to pay a per ticket cancellation charge, imposed by the airline or the consolidator pursuant to their terms and conditions" It is clear to everyone but Carlton Leisure, that this is to cover airline fees in the event of MY cancellation. But I didn't cancel, the airline did - and they are not charging a fee to Carlton Leisure. This was confirmed by the airline(Emirates) themselves - I spoke with them directly to confirm this specifically. They are attempting to take advantage of a horrendous situation. They know they are wrong - and will eventually have to refund fully, yet are doing this merely to maintain their own cash flow. Shame on u Carlton Leisure!! To anyone considering using Them please note the following - initially When customers rated their experience on sites such as trust pilot, and once Carlton Leisure seen the negative review - the customer will receive an email from “Prash” offering to reduce the Admin fee to varying amounts. Usually accompanied by a subtle threat that it’s a limited time offer that once it expires - you as the customer could be entitled to nothing. Really?. Ok Prash, just for u....... *I will only accept the full refund that I am legally entitled to. Which is the full and exact amount that I paid you....With ZERO deductions and ZERO Fees!* Laterally, They have been attempting to have the 100 odd negative reviews removed from trustpilot and Google by Reporting the review whilst quoting the above term. The above term however is not applicable in law to the current circumstances. Carlton Leisure - instead of attempting to bribe and threaten and have honest/fair reviews removed, just get your act together and give out the refunds to your customers. Only by doing that will you start to mitigate the shambles you have created for yourselves!