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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

“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.”

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.”

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!”

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 ?”

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.”

Posted 4 years ago

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

Posted 4 years ago

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

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!”

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.”

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!”

Posted 4 years ago

“Carlton Leisure are refusing to issue a refund after Austrian Airlines cancelled our flights. Austrians website states it will issue refunds but Carlton Leisure are not honouring this. Not sure how they are continually getting away with this but will do whatever needs to be done to get a refund of our money.”

Posted 4 years ago

“ASK TONY: Travel agent pocketed £225 of our China holiday refund https://www.thisismoney.co.uk/money/experts/article-8122409/ASK-TONY-Travel-agent-pocketed-225-China-holiday-refund.html?ito=native_share_article-top ”

Posted 4 years ago

“Morally bankrupt company who are manipulating their own T&C's to extort money from customers who have had their flights cancelled due to coronavirus. I am legally entitled to a full refund and all airlines are doing this, yet Carlton Leisure are attempting to skim £75pp, so £150 from my booking. As a frontline worker I am seeing the desperation that this pandemic is causing and to see this company gleefully profiteering is disgusting. Carlton Leisure you are committing business suicide and your customers will vote with their feet when this pandemic is over and if there is any justice you will not survive. They quote paragraph 13.2.2 from their terms: "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" As is clear to everyone but Carlton Leisure, 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. 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, bunch of parasites. Edit.....it would appear Carlton Leisure have seen this review as I've just had an email from Prash offering to reduce the fee to £100. He also added the not so subtle threat that I need to accept this offer quickly as if the airlines change their refund policy, I may not be entitled to anything! You couldn't make this stuff up! Just how low can this company dive. Ok Prash, just for u clearly....... What part of " I will only accept the full refund that I am legally entitled to" do u not understand. They are now attempting to have the numerous bad reviews from their customers removed from trustpilot and Google by quoting the above term. The above term is not applicable in law to the current circumstances. Carlton Leisure instead of attempting to bribe, threaten and then remove the reviews, just give out the refunds to your customers.”

Posted 4 years ago

“After the my trip to Canada was cancelled, Carlton Leisure is refusing to comply with the applicable industry regulations and issue a full refund of the tickets. They have been using all sort of scare tactics, providing false or incomplete information and trying to make me believe that I´m not entitled to a refund. I´m sure this is a direction for the management of this company to trick a large amount of people who might not be aware of their rights as passengers. Terrible behaviour that should be investigated by the authorities”

Posted 4 years ago

“Please avoid at all costs They really are very poor with customer service and you won’t get a refund without a huge admin fee”

Posted 4 years ago

“Spend a bit extra and book with a reputable company. These people change their story every two minutes. You’ll chase constantly. They ask you to pay admin fee and then tell you to wait 6-8 weeks for a refund. What on earth are we paying them for then? These people are disgusting. I bet no one posted here receives a refund in 8 weeks time. At a time like this, people remember how they’re treated. I will never spend a penny again with these people. If you’re reading this, you also should avoid this company at all costs.”

Posted 4 years ago

“I couldn’t put into one word my experience with charlton leisure. The pandemic hit which isn’t their fault however the way they handled it is the worst I’ve ever engaged with. Oman, our airline had told us we are entitled to a refund which we were then explained to that that wasn’t a possibility, then our options were to have credit or an extension on our flights, multiple operators were telling us different things and couldn’t seem to come to a conclusion between each other. They kept fobbing us off and saying they’ll get back to us which never happened and we only spoke when we actually rung ourseves. In the space of time that they had told us they’d get back to us we had managed to ring several people in the company as well as Oman as well as two internal flights in Thailand which we won’t make whilst they still couldn’t confer between themselves what to do for us and get back to us. It is a shambles of an establishment and I honestly feel for anyone who had booked under these agents. To anyone who is thinking of booking with these I honestly hope that you see this review and the myriad of others that reinforce it before you make a booking. I am not one to comment or review as I have stayed in some questionable places before as well as some beautiful but this is by far the worst experience I’ve had and I haven’t even been on the holiday.”

Posted 4 years ago

“Crooks. Good at taking your money, awful at everything else. Rotten company”

Posted 4 years ago

“NEVER BOOK WITH THESE CROOKS!”

Posted 4 years ago

“The rudest customer service I’ve experienced! If you have a problem, don’t even bother contacting them. They’re happy to take your money, but it ends there. Avoid this company!”

Posted 4 years ago

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Carlton Leisure is rated 2.2 based on 186 reviews