Carlton Leisure Reviews

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

2.2 Rating 193 Reviews

29 %

of reviewers recommend Carlton Leisure

2.2

Based on 193 reviews

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

About Carlton Leisure:

Carlton Leisure has been one of the leading travel agents in the UK for over 15 years, offering cheap flights and hotel stays around the world.

They already run successful Press, TV and Radio advertising campaigns and have now extended their reach even further by launching a successful affiliate program with Affiliate Window.

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Email:

info@carltonleisure.com

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Carlton Leisure 1 star review on 9th March 2025

Francis

Carlton Leisure 5 star review on 24th February 2022

Gareth Fitton

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“It seems I am not he only one who is having problems with Carlton Leisure refunding customers. I suggest you give them notice and if they have not sorted your issue out in a reasonable period of time you can do the following: 1. you make a claim through the small claims court 2. You complain to your credit card company and say that the service paid for was not provided and you want a refund 3. call Consumer Direct for my advice 03454 04 05 06”

Helpful Report

Posted 5 years ago

“I have done my booking through them and by mistake put incorrect return date , called them and they told me to pay 85 pounds. Called Emirates and they said it should be free if I have called within 6 hours which I have . Called them back and they weren’t helpful and adamant to pay 85 pounds which I eventually did . DONT USE THEM”

Helpful Report

Posted 5 years ago

“I cancelled flights which cost me £800 on 1st May was told I was due a refund of £120.... and I’m Still chasing this .... 27 emails , 21 phone calls and having to buy a printer later ... Still nothing. Customer Service appalling, foreign call centres, English poor, Management don’t call back and no Complaints Team to escalate too!! Worse service I’ve ever received!!!”

Helpful Report

Posted 5 years ago

“Refused to give a refund despite the airline granting permission. A bunch of rude, unsympathetic crooks who ignored multiple emails. Even serious medical conditions don't prompt a compassionate response from this company. DO NOT BOOK WITH THEM!”

Helpful Report

Posted 5 years ago

“Carlton Leisure informed me that my Jet Airways tickets has been processed for full refund because Jet Airways suspended all it's flights. I am still waiting for my refund money 3 moths after I was first informed. I have not had any communication from Carlton Leisure ever since. I have more than £2000 to be refunded and I am kept in the dark as to what Carlton Leisure is doing in terms of getting me my money. My booking reference is M454X8. I rang your customer service today only to be told that you are yet to hear anything from Jet Airways. This is not a good enough job you do with your customers hard earned money. I didn't hear anything solid that is being done by Carlton Leisure to get it's customers the money they owe. This is despicable and disappointing. I need to know; 1. What Carlton Leisure is doing to get my refund sorted 2. A date by which I will get my money back”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs. They are a shambles, thieves and liars. Booked flights that kept on changing. I cancelled with them, asked for a breakdown of costs which they still haven't given me and also still waiting for a refund. Will never ever use them again and I will be seeking legal advise if I don't get my money in the next couple of days.”

Helpful Report

Posted 5 years ago

“My son just tried to book a flight which was quoted at £540 on their website. He entered all booking details and credit card details and thought he had booked flight but didn't receive a confirmation. When we called back we were told the flight was no longer available and was now £840. They were still showing flight as being available at the lower price on sky scanner and their website and still letting you go to the section of entering credit card details even. They claimed they couldn't show the higher price - and that £840 was already discounted vs Thai airline price of £1000 which was untrue as I could have booked the flight direct for £640 with Thai Air. A complete scam !!!!!!! Avoid at all costs”

Helpful Report

Posted 5 years ago

“Booked business class tickets on Qatar - requested change on return leg - Carlton fee £1900 ….. Qatar fee £690!!! Totally refused to explain the reason for such a difference. Better deals booking direct.”

Helpful Report

Posted 6 years ago

“I would not use or recomend Carlton Leisure to anyone. An expencise £700 life lesson learnt.”

Helpful Report

Posted 6 years ago

“0 stars actually..... So fed up of being fobbed off. I have been waiting for a £2225 refund for 6 weeks now. Flights changed that many times with only a few days before my actual flights I had the option to cancel by paying a £25 admin fee per person. The alternative flights given where horrendous so I canceled. I will never ever book through an agent again. Worst travel company I have ever dealt with in my life and I travel a lot. Stay away from these lying, thieving, untrustworthy bunch of arseholes. Still fighting to get my refund!!!”

Helpful Report

Posted 6 years ago

“Stay clear from using this company if possible!!! We booked flights with them while I was pregnant but we would be flying with the baby when she'd be a few months old. Because we dud not know her date of birth at the booking we called and we were told that we would just need to call back after the baby was born and give her details. We were advised there would not be any charge for this. So a few weeks later, baby born abs can give details but now they're trying to charge us. When we tried to explain we were advised by their team that we would not be charged they called us liars and insisted that no one in their team would ever say that it would be free. We are not lying and we are just doing what we were advised by their team. Absolutely no chance are we ever booking with this company again.”

Helpful Report

Posted 6 years ago

“Horrible customer service. Dont listen. based off shore. they dont have respect. even been shouted at home on the phone. They dont tell us where to go to help. AVOID AVOID”

Helpful Report

Posted 6 years ago

“Took no responsibility for glitch on website. Despite clicking cancel on the payment screen website timed out, clicked refresh to make sure payment hadn’t gone through. Came back to the payment page which was blank. Checked emails following day and looks like payment had gone through, tried to speak to them about this as soon as i realised but took no responsibility and said everything is booked. Advisor said its not happened to anyone else so it can’t be true. Advisor also asked why i didnt check my email straight away. The question is why would i check my email when i clicked cancel and didnt expect the payment to go through? Called within 24 hours when i realised. Appalling customer service, no ethics.”

Helpful Report

Posted 6 years ago

“Won't use again there customer service is appalling. Completely mucked up the 3 schedule changes that we had and didn't issue new etickets - although I had asked 3 times for these to be done. Arrived at the departure airport unable to check in because of this and then proceeded to spend an hour on the phone trying to get it sorted. Thank god for Emirates customer service as they sorted out the issues in the end.”

Helpful Report

Posted 6 years ago

“i booked a flight with Carlton Leisure to Bangkok, on trying to check-in on line on the airline website, I was told that the ticket number was wrong and that there was no record of my booking. Carlton just said to try later or even in a few days and my details may be there then! they tried to get me off the phone as quickly as possible. Their Customer Service is dreadful and i am still unable to check in so don't know if my ticket is valid or not.”

Helpful Report

Posted 6 years ago

“Yes Carlton Leisure have great reviews on Trustpilot. However that is because the majority of these reviews were written right after purchase. Had people waited until undertaking the purchased journey their rating would be significantly lower and a more accurate representation of their service. I booked 9 months before my flight. Booking was fine, nothing special but nothing went wrong. In the following 9 months they proceeded to change my flight times three times. Annoying, but not a huge deal. I had to argue twice because they wanted me to come home a day early. However once I was on my holiday, Carlton Leisure and it’s employee Sarah ruined the last few days. I was in Thailand, and to get home I needed to fly to Bangkok and then get a connecting flight back to London. 4 days before I was due to fly home I received an email from Carlton Leisure conforming my first flight had been changed to a later flight which landed 5 minutes before my connecting flight took off. I queried this and a few hours later received a phone call from Sarah confirming the airline had changed the schedule and would I be ok to change to a flight departing a day early. She told me the airline had changed its schedule and my original flight no longer existed (a lie, I later discovered as a quick google search confirmed). I agreed as at this point I was worried I would not get home at all and she said she would email me confirmation. She did and I responded almost instantly agreeing. HOWEVER, two minutes later she emailed again telling me that my flights were ‘in the airlines control’ (lie number 2) and I should confirm with them, there was nothing she could do. I then checked the airlines website to see what I could do and they told me as I had not booked through their official website I couldn’t amend my booking and I should contact my travel agent. I sent Sarah a screenshot of this. She then eventually responded saying that my original flights had been reinstated. As a direct result several days of my holiday were ruined, and thanks to answering her calls/calling her I have incurred roaming charges which have nearly doubled my phone bill. Carlton Leisure have refused to cover these charges, saying I should contact the airline despite me providing evidence the error was with them, not the airline. I asked several times for Sarah to pass me on to another customer services representative but I was ignored. I then asked repeatedly for details on how to make an official complaint about my experiences and was ignored every single time. I still have not had this information. Carlton Leisure has just blamed the airline, despite the airline confirming they never made the schedule changed Carlton Leisure said they had. All the positive reviews on this website are accurate. The way they take your money off you is seamless. However once they have your money the service is absolutely appalling. The prices are cheap for a reason. Go elsewhere.”

Helpful Report

Posted 6 years ago

“Carlton Leisure don't care about you or your flights, they are a complete mess. We booked flights (expensive ones!) through Carlton Leisure to South America, and the flights we wanted didn't have many changes. One of the flights went from Lima to Rio in a few hours. Almost every month since we booked the flights changed by hours and we were put on different flights to the one WE HAD ALREADY PAID FOR. Our lovely direct flight from Lima to Rio had now changed to a 24 hour changeover in Santiago, which literally made us lose a day of our holiday. Don't expect them to call you to tell you they're ruining your holiday, they will just email and if you do call back they barely even speak English so it's useless. Do they offer any kind of compensation for adding 24 hours onto your flight? Of course not. Cowboy company and I really hope they get investigated soon.”

Helpful Report

Posted 6 years ago

“Very poor customer service based in India, regarding 1 letter name change they wasted one week and asked me to pay 750 pounds don’t except there fault...very pathetic never again 0 star.”

Helpful Report

Posted 6 years ago

“A travel company that won't phone outside the UK Lots of good reviews on other sites but if anything goes wrong they are useless. 1. Carlton Leisure will not phone any company outside of the UK!!! So if there is any issue, you better hope it can be explained by email! 2. After waiting for 2 weeks for a 24-48hour response to an issue, I had to chase Carlton Leisure for a response. 3. Every time you speak to one of their agents you will get a different message / excuse. 4. They will try to persuade you that there is nothing they can do to support whatever request you have. 5. Read their terms and conditions!!!! I wish I had, awful awful awful. Go elsewhere or book direct. Do not use this company.”

Helpful Report

Posted 6 years ago

“Worst customer service I have ever received. Have not been given a promised discount 5 and a half months later. Avoid at all costs.”

Helpful Report

Posted 6 years ago

Carlton Leisure is rated 2.2 based on 193 reviews