Name: Carlton Leisure
Address: -, - -, London
Rating: 2.16

“DO NOT USE CARLTON LEISURE They refuse to follow CMA guidance on the refunds of flights due to Covid-19. They are trying to charge us £75 to process a booking refund, despite the CMA stating this shouldn't be happening.”

Helpful Report

Posted 3 years ago

“Worse than terrible, Carlton Leisure are fraudsters. Do not trust TrustPilot, all reviews under 2 stars are reported and removed as was mine. Tried to charge £75pp admin fee because we were not allowed by the FCO to travel? Went to credit card co, and full refund obtained.”

Helpful Report

Posted 3 years ago

“The worst travel agent I have ever used. Booked a 3 week trip around the US and Canada, and since having everything cancelled due to Corona Virus, they have been absolutely useless. Delta were issuing refunds, but CL did not want to refund me my money and insisted that Delta were only offering a travel voucher. After getting in touch with Delta myself, they confirmed I could get a refund. I sent this information to CL, and had to escalate to my travel agents boss. Miraculously, when I escalated this issue, they had confirmed that I am able to get a refund and it can take up to 6 weeks. After waiting 6 weeks (today being the official date) I emailed Ted, my travel agent from Carlton Leisure, and he emailed me a refund form which I had to fill out in order to get my refund......so I have been waiting 6 weeks for nothing. Fingers crossed it'll arrived soon. That issues dealt with, I also had to try and get a refund/travel voucher for Air Transat. AT were only offering vouchers, but this leg of my trip was in the middle of the trip. I contacted CL and asked if I can use this voucher from London to Canada, and they said no. So I currently had a voucher that could only be used to travel to Canada from American; couldn't change the location, name, nothing. I contacted Air Transat and they confirmed that I could use this voucher anywhere, but CL were still insisting that I couldn't. I had to contact Air Transat myself on Twitter to get confirmation to send to Carlton Leisure in order for them to confirm I can use my voucher from London. Absolute waste of time, money and a complete shambles of a company.”

Helpful Report

Posted 3 years ago

“The worst customer experience possible if I could give ZERO stars I would. This company is attempting to commit fraud! I booked flights for September 2020 with Carlton Leisure in Jan. April I get a new flight schedule due to COVID-19 and I replied as asked that I agreed to the new flights. I then get told that the airline had cancelled the flights. I had to confirm if they meant the newly scheduled ones and was told yet again it was all cancelled at the airlines end. I contacted the airlines who confirmed it was CL who cancelled the booking and the flights were still operating. CL are asking for me to initiate the refund and agree to their admin charges and keep trying to manipulate its customers so they can profit from this situation. I havent cancelled and neither have the airlines so how am I liable to the admin charges? It is my statutory right to a full refund as CL have failed to provide the service we entered into contract. Then I find out they applied to the airline for my refund without my authorisation even when I expressly told them to have me on the alternative flights that were available with the airlines. AVOID THIS COMPANY as they are immoral and unscrupulous. They have reported all negative reviews on Trustpilot and just gone a copy and paste reply to google reviews. AVOID AT ALL COSTS!”

Helpful Report

Posted 3 years ago

“Carlton Leisure stated in their last company filings in December 2019 that they have +£8.5m in cash in the bank. I referred them to my credit card company and obtained a full refund without forfeiting £5000 in fees they were seeking to refund our cancellation. It was the only way to get the matter resolved unfortunately to protect my consumer rights”

Helpful Report

Posted 4 years ago

“If i could give zero stars i would! Worse company ever! They have been so unhelpful and staff do not know what they are talking about. Our flights were cancelled due to coronavirus and we were entitled to a full refund however carlton leisure did everything possible to try and make sure we didn’t get this back, even though we spoke to virgin, Atol etc who all advised we were entitled to full refund carlton leisure staff actually said “i bet you will not get money back” we kept on as we knew our rights and it was changed to 50% refund then 60% (i mean how is that possible?!) even in there terms and conditions they said if flights are cancelled you are entitled to a full refund which we raised to them but they claimed this is for package holidays only! Then why were they sent through as my terms and conditions when i booked my flight? And it doesn’t state this? I will never use this company again! Staff are so rude, they don’t let you speak just talk a-load of rubbish at you to try and confuse you they have no clue of the laws, terms and conditions etc.”

Helpful Report

Posted 4 years ago

“If i could give zero stars i would! Worse company ever! They have been so unhelpful and staff do not know what they are talking about. Our flights were cancelled due to coronavirus and we were entitled to a full refund however carlton leisure did everything possible to try and make sure we didn’t get this back, even though we spoke to virgin, Atol etc who all advised we were entitled to full refund carlton leisure staff actually said “i bet you will not get money back” we kept on as we knew our rights and it was changed to 50% refund then 60% (i mean how is that possible?!) even in there terms and conditions they said if flights are cancelled you are entitled to a full refund which we raised to them but they claimed this is for package holidays only! Then why were they sent through as my terms and conditions when i booked my flight? And it doesn’t state this? I will never use this company again! Staff are so rude, they don’t let you speak just talk a-load of rubbish at you to try and confuse you they have no clue of the laws, terms and conditions etc.”

Helpful Report

Posted 4 years ago

“I would give 0 stars if possible. Following cancellation of my flight Carlton Leisure are refusing to obtain the refund I am legally entitled to. I have contacted the airline direct myself who have said it is possible to apply for a refund but Carlton Leisure are refusing despite me telling them this and pointing out the law - I can only assume this is a scam.”

Helpful Report

Posted 4 years ago

“Naturally their lines were busy at the start of the lockdown crisis but Karry the customer services agent I spoke to was polite and helpful. I got a "full refund" in 5 weeks albeit with a £75 admin fee but I am aware of many travel agents like this. Luckily I have travel insurance to cover the rest.”

Helpful Report

Posted 4 years ago

“I dont even want to give these people one star! Absolutely dreadful and acting illegally. Refusing to refund my cancelled flights due to COVID19, just flat out refusal. I cant travel later in the year so the voucher is no use and they are also trying to charge £75 per person admin fee to those customers who actually are getting a refund! I would never recommend this company to anyone. They spend more time having reviews on Trust Pilot removed than actually acting professionally and within the law.”

Helpful Report

Posted 4 years ago

“Do not book with this company. Due to Covid-19 flights were cancelled by Emirates. Emirates offered free reschedule for up to 24 months, free vouchers or Refund. CL tried their very best to con me out of more money. I paid 2080 pounds for original flights. MSP contacted Prash (owners son and director of CL Delhi) and got my flights rescheduled for free, as per Emirates Covid-19 policy, after me trying unsuccessfully for 3 weeks! The rescheduled flights are hundreds of pounds cheaper than my original flights but CL still tried to charge me "fare & tax". They charge a 75 admin fee per person per ticket (changed their terms & conditions in light of Covid-19), stating they have to hire more staff to handle refunds. So the customer is now paying staff salaries! The staff are all based in a call centre in India. Absolute disgusting company with zero ethics! Morally bankrupt! Making huge profits in light of Covid-19! Book Direct and save yourself the hassle.”

Helpful Report

Posted 4 years ago

“Had 5 flights booked to Japan and China from UK for Easter with JAL. Had to cancel due to covid-19. Received full refund minus the admin costs £75 per person No problem at all with that considering there was a chance I got no money back. So am pretty happy. Took about 7 weeks in total.”

Helpful Report

Posted 4 years ago

“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!”

Helpful Report

Posted 4 years ago

“Can we put a formal legal complain ? Charging a cancellation fee is illegal in this unfortunate circumstances. We haven’t signed for this when we booked . They have cancelled it for major forces. So, how can we make this complaints worth it? I won’t support companies that are taking advantage of us rather than looking to the big picture. So, is anyone taking legal action? How can we all make a difference? Not against them but in our own favour ?”

Helpful Report

Posted 4 years ago

“The Competition & Markets Authority (UK Gov) have issued guidance on customer contracts, cancellations and refunds during COVID-19. To quote the CMA - The position in most cases Where a contract is not performed as agreed, the CMA considers that consumer protection law will generally allow consumers to obtain a refund. In particular, for most consumer contracts the CMA would expect a consumer to be offered a full refund where: a business has cancelled a contract without providing any of the promised goods or services; no service is provided by a business, for example because this is prevented by Government public health measures; a consumer cancels, or is prevented from receiving any services, because Government public health measures mean they are not allowed to use the services. Non-refundable payments and fees In the CMA’s view, the above rights to a refund will usually apply even where the consumer has paid what the business says is a non-refundable deposit or advance payment. The CMA also considers that businesses should not charge an admin fee (or equivalent) for processing refunds in the above circumstances. https://www.gov.uk/government/publications/cma-to-investigate-concerns-about-cancellation-policies-during-the-coronavirus-covid-19-pandemic/the-coronavirus-covid-19-pandemic-consumer-contracts-cancellation-and-refunds I think the above speaks volumes.”

Helpful Report

Posted 4 years ago

“Same issue as everyone else. Not complying with legislation and refusing to provide a refund.”

Helpful Report

Posted 4 years ago

“facebook.com/groups/245556260154686/?ref=share fb complaints group for carlton Leisure”

Helpful Report

Posted 4 years ago

“AVOID at all costs, my flight got cancelled months ago and I’m still waiting for a refund, I have been chasing them and still no clarification, at first they said 6 weeks and now they don’t know when it will happen, disgraceful and the customer service is shocking. It is clear that on trust pilot good reviews are being made up by them and their friends. They should be banned!”

Helpful Report

Posted 4 years ago

“Let’s start off by quoting Carlton Leisure ''We are built on principles and core values of customer satisfaction, trust, friendliness, and quality of service, value for money and accountability & continual improvement. '' Now the truth. Profit Misinterpretation / manipulation of their own T&C's Profit Inconsistent admin fees (That should not be charged) Profit Rude staff Oh, did I mention Profit! The only thing this company are concerned about during a worldwide health emergency is profit. They are manipulating their own T&C's in order to charge a £75 admin fee per ticket. On top of this they are sending out carefully worded emails to customers asking them to respond with the following “I agree to go ahead with the cancellation of entire flight reservation at the Admin Fee as mentioned in the e-mail” The above implies that the customer is the one who has cancelled the flight reservation when in fact it is the airline. By agreeing to the above you would be liable for the admin fee as Section 13.2.1 states - 13.2.1 There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. I have also asked a few simple questions in relation to my booking. All of which have been ignored. To give you a couple of examples Can you give me a cost breakdown of the £75 per ticket admin fee? Do you make any profit from the admin fee? Is my airline charging you (Carlton Leisure) any form of fee in relation to COVID-19 cancellations? All of the above have been ignored. I wonder why? Profit maybe? It’s a real shame companies like this operate in the way they do during times of crisis. At £75 per ticket for a refund or £50 per ticket for a credit note, I wouldn’t be surprised if this company are making more money now than they were selling actual airline tickets. To put it simply it is pure GREED.”

Helpful Report

Posted 4 years ago

“This company is trying to charge a cancellation fee to pocket money for themselves when our flight has been cancelled by the airline. Trying to make money out of a global health crisis where people are dying is one of the lowest things a business can do and I have got in touch with my Solicitor and credit card company to pursue this. They will be hearing from my legal team!”

Helpful Report

Posted 4 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.4 out of 5
Returns & Refunds
Refunds Process	Difficult

Carlton Leisure Reviews