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Carlton Leisure Reviews

2.2 Rating 186 Reviews

29 %

of reviewers recommend Carlton Leisure

Company Reviews

2.2

Based on 186 reviews


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

Read Carlton Leisure Reviews

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 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

Carlton Leisure 5 star review on 24th February 2022

7

Anonymous

Anonymous // 01/01/2019

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

“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.”

Posted 4 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”

Posted 4 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.”

Posted 5 years ago

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

Posted 5 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!!!”

Posted 5 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.”

Posted 5 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”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 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.”

Posted 5 years ago

“Paid extra for a ticket which Allesley allowed one free change. When wanting to change, the scammers demanded me to pay £100 change fee, £30 fare difference and £17 admin fee - all of which was disguised as “fare difference”. Avoid at all costs!”

Posted 5 years ago

“Very bad customer service, paid the total amount for the tickets but they didn't send confirmation asked me to pay extra next day otherwise they weren't going to send me the tickets.”

Posted 5 years ago

“Carlton leisure is very poor at customer service. Their services are very inefficient and although they are suppose to be the middle guy who eliminates the hassles of booking airtickets directly with the airline company, yet they create more troubles and inconvenience for customers. I booked an airplane ticket via Carlton Leisure whilst my friend booked his directly with the airline. When the flight was cancelled due to bad weather conditions, the airline immediately published an announcement that all flights including mine was cancelled and that immediate rescheduling was free and available to passengers. My friend immediately called the airline and had his flight changed to what he wanted without any hassle at all and immediate. Thus, I called Carlton Leisure to change my flight immediately as I had to do it via them since I booked mine via them. They kept telling me it's not cancelled when the announcement was all over the airlines website, and then they kept saying that the airline has not confirmed rescheduling allowed for them, and told me to wait until the next day and will definitely get back to me. The next day, nobody got back to me, and I rang customer service a few times getting the same response everytime telling me to wait. Until the third day, I ran out of patience and called the airline, and they told me that my desired flight was already fully booked (Why? Because every other customers and agencies had done their flight rescheduling, except me) and I couldn't get it because of not changing earlier when It was Carlton Leisure who kept telling me to wait and wait resulting me not being able to change to the flight I wanted. During then, the airline took the initiative to Reserve the tickets for an even later flight for me, but I had to call the agency for them to confirm the change. Called the agency, AND THEN FINALLY they took the initiative to call the airline and work with them to change it for me. And because of all the waiting, I had to incur more accomodation costs, airport tax levies, taxes, and so forth. If the agency had been more proactive and changed my flight as soon as I called them for the first time, I would have gotten the flight I wanted and wouldn't hav incurred more costs. In the end, they put the blame on the airline saying no instructions were given to them. When the airline had gave all the instructions to ALL agencies including them right from the start when they made the announcements. This agent is very irresponsible, ineffecient, slow, lazy and kills the very purpose of having an agent. Strongly not recommended. Never book via this agent and just do it directly via the airlines.”

Posted 5 years ago

“It's one of the worse company to deal with. The worse customer service.”

Posted 5 years ago

“The company owes me money! Months have passed and they are refusing to return MY money. They are also ignoring my requests of how to make a formal complaint and sending information for my solicitor. DO NOT use this company!”

Posted 5 years ago

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Carlton Leisure is rated 2.2 based on 186 reviews