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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

“HAND ON MY HEART. Do not use, total disgrace to the travel industry and YOU will pay heavily for their greed.”

Posted 2 years ago

“DO NOT USE CARLTON LEISURE. **AVOID** REFUND SCAM!!! DO NOT USE CARLTON LEISURE. First choice book direct with the airline. This will remove a layer of bureaucracy! You will have much more control over changing or rebooking your flights with little or NO charges. I booked flights to New York with Carlton Leisure in January 2020 on their website to go to there in September 2020. My flights were cancelled in August 2020 which Carlton Leisure did not tell me about. I had to go direct to the airline and find this out myself. Carlton Leisure have been extremely poor during the Coronavirus crisis pandemic charging administration fees of £75 simply to return my money from a cancelled flight. I was told I had to email them, agreeing to the fee before they would refund my money. They are a rogue travel agency, avoid them at any cost. They have added a clause in their Terms and Conditions after the Coronavirus crisis pandemic started for the illegal Admin fee of £75 per booking for a refund. Avoid these scammers. Skyscanner should remove these rogue traders. They are an absolute disgrace and trying to take advantage of the pandemic - whilst airlines are refunding them the full amount for cancelled flights, they are trying to charge £75 for processing a refund. Basically, selling goods/services not providing them and charging £75 for processing refunds - an absolute scam!!!”

Posted 3 years ago

“Absolute scam artists, avoid like the plague. They were supposed to refund an unused ticked due to covid and told me if I opt for the refund I would receive £800 (the ticket cost) or I could just change the flight for free. I took the refund. 4 months later they say here's your £200. Less than what a ticket costs... so had I known I would have obviously just taken the free change. They won't even admit any fault despite it all being in email. Pure incompetence. Oh yeah and they charged me a £75 admin fee to mess up my refund. Truly hope they go out of business or get shut down. If you're reading and thinking about booking - honestly find another provider, even if it's a little more expensive.”

Posted 3 years ago

“They are an absolute disgrace and trying to take advantage of the pandemic - whilst airlines are refunding them the full amount for cancelled flights they are trying to charge £75 for processing a refund. Basically selling goods/services not providing them and charging £75 for processing refunds - an absolute scam!!!”

Posted 3 years ago

“So after discussing with multiple people that have had the same problems with this company it seems they operate in the same scandalous way. When you request a refund they initially offer you just half of what you paid. DO NOT ACCEPT THIS. As soon as you argue they will ‘discuss with the airline’ and then bring it up to what you paid minus an ‘admin fee’. Which is also illegal by the way. Despite what they will tell you, you can claim a full refund when the flight is not cancelled by yourself. Please contact your bank and fill in a disputes claim to get your money back. Do not let them take a penny from you. Avoid at all costs”

Posted 3 years ago

“I booked flights over a year ago through Carlton Leisure, which were subsequently cancelled due to Covid19. I am still waiting for a refund 13 months later but have been told I will also be charged the £75 admin fee. I am in the industry and know no other companies are doing this!! The £75 is their commission, which they refuse to give back to customers. GREEDY COMPANY! I questioned them on this and received a very rude response saying it's not illegal, it's what they're using to pay their staff at the expense of their customers. BEWARE!!!”

Posted 3 years ago

“CL give the travel industry a bad name. Their lack of customer service, terrible attitude and greed during COVID has resulted in a lot of unhappy customers, who I am sure will do their best to discourage others from booking with them. When booking through Skyscanner there will be a number of travel agents offering competitive prices like CL. In my experience a number of these competitors have handled COVID refunds in a far better way. If there is a chance that anything could go wrong with your flight, do your research and book with one of their many competitors offering a similar price. CL will do everything they can to retain any money spent with them, regardless of whether it breaks their T&Cs.”

Posted 3 years ago

“DO NOT USE!! STAY WELL AWAY!! I booked a round trip from the UK to Columbia and had issues with my flight. I tried calling the customer service team and had ZERO response. I emailed 3 times (!!!) and was on hold for hours, but had no response from any of their customer service team. Absolute shambles of a company.”

Posted 3 years ago

“Absolutely dreadful customer service, when I was stranded 5000 miles away a few years ago, after the airline went bust, they did not pick up my call after a few times but answered when I withheld my number but refused to help. Airline in question wss Jet Airways (India). Had to pay £1800.00 for a one way ticket to get my son back to the UK and a further £900.00 each for my wife and myself to get back a week later. Travel insurance said I was not cover and the equivalent to Atol and Abta, the international body also refused to help, thousands of travellers were in the same position and lost out on thousands of pounds. Quick to take your money but No after sales service. Don't go there.”

Posted 3 years ago

“The worst customer experience I've dealt with. I've been waiting since May 20 for a refund for cancelled flights and CL are still refusing to provide it, even though people who were on the same flight and booked directly with the airline were given refunds months ago. I tried to contact CL multiple times over a three week period and each time I was told that the person I booked with was not in the office and that nobody else at the business was able to provide a response. CL refuse to provide any evidence as to why they are refusing to provide a refund.”

Posted 3 years ago

“Absolute shower of crooks! Avoid at all costs. Months and months of arguing back and forth with this company for a refund. Always told "its the airlines holding up the refunds". I booked via them for a flight with American Airlines. AA confirmed this shower requested the refund 7th Sept 2020 BEFORE CL had even contacted us!! Do not book with them. Do not give into their bully tactics. We'll all see them in court!”

Posted 3 years ago

“- After closing issue, CL have now reopened and threatening legal action once more, avoid at all costs! Less than hopeless through the COVID pandemic. After hearing there will be a £75 charge on flights that were cancelled by the airline I requested a chargeback through my credit card. After this, a second refund from Carlton was processed in error (minus £75) which was taken by my bank as they owe them. They are now claiming I have requested two refunds and are threatening me with legal action for their own mistake. Avoid at all costs... Not worth it.”

Posted 3 years ago

“The words 'terrible', 'awful' and 'immoral' get bandied around a lot on review websites, but each of them is equally attributable to Carlton Leisure. The worst kind of people in society are those who seek personal gain in times of crisis. We have seen multiple companies attempt this during the Covid-19 health emergency and suffer the wrath of public opinion as a result - I only hope the same fate awaits Carlton Leisure. I think it is important to point out that even a cursory glance at social media or Trustpilot will tell you how widespread issues with this travel agent are. Multitudes of people have been unable to contact the firm after their flights were cancelled, scores were told they were not entitled to refunds when they were, and many more are being charged unfair admin fees to get their money back (I have personally experienced all of the above). The worst thing about this behaviour is its obvious grounding in greed. Prash (a Managing Director at Carlton Leisure) is determined to profit from a national emergency. His facebook is awash with a lavish lifestyle paid for by the customers he is ripping off. Natural justice will see your firm bankrupt and your family left destitute, Prash. And no, I do not have any spare change for the likes of you.”

Posted 3 years ago

“Due to BA cancelling the flights this company had the cheek first of all to charge an admin fee of £75 for the cancellation and will not refund your money until BA refund them. This is outrages as the contract I made was with Carlton Leisure and not BA. Do not use or trust this company!”

Posted 3 years ago

“Awful company. The worst experience of my life. The police should be brought in to prosecute these thieves. I booked my flights in 2019 to Thailand but had to cancel due to COVID. Even though I cancelled five days before due to fly which was well within their t&cs they still won’t give me my money back. I have lost £1500 to these crooks. Please please don’t book with them. They are liars and cheats. Do your research. The owner is sitting on £8.5M in the bank and yet there are hundreds of customers chasing for their money back. Check out “Carlton Leisure Complaints” on FaceBook. Check out Trust Pilot. These people are criminals. Disgusting.”

Posted 3 years ago

“Flights booked to fly to Canada in July 2020. Covid-19 meant the flights were cancelled. Been trying to get a refund since July. They initially responded saying I could have a refund minus a £75 admin fee which is actually against the law I believe but I agreed just so I could have my money back which is over £1,000. No response and it is now November. No replies to numerous emails. Have now taken this up with my credit card company under section 75 guidelines”

Posted 3 years ago

“Very poor customer service will not refund my money from the Pandemic it’s now Nearly 6 months”

Posted 3 years ago

“My partner and I had 3 flights with them booked for March: Manchester to Bali and Perth to Manchester with BA and Bali to Perth with Malindo Airways. We've dealt with Kim throughout. Originally we thought we'd be going to the rearranged wedding in November and were quoted £572 + £100 admin fee to change the flights and were told they were non refundable so it was this or nothing. They then changed the admin fee to £25 out of "goodwill". Then the refund drama started with various phone calls being told different things each time and them ignoring me pointing out they'd changed the t's & c's since we'd booked. Kim then offered us the full refund for a £75pp admin fee but we had 4 hours to decide to agree with their specific cancellation wording after which the tickets would be non-refundable. Halifax were very unhelpful and said that a chargeback wouldn't be successful because of the t's & c's even while they acknowledged that wasn't fair if they'd been changed since booking. While arguing that, Kim then told us that actually only the BA flights could be refunded as Malindo Airways weren't offering refunds. After more phone calls we were told we could have an admin fee of £50pp and Malindo Airways were offering refunds. Kevin emailed and we just wanted to draw a line under everything so agreed to the refund. We were told the refund would take up to 6 or 12 weeks depending on GDS or BSP. This was on 8th April. 6 weeks later we checked in and no word on our refund but they did agree that they'd charge £75 admin fee for the booking as this is what they'd now stated on their website. 3 months after agreeing to the refund they emailed to tell us that they'd received the refund from BA only. They refused to refund us the full amount and after more phone calls promised they'd give us Malindo Airways' contact details so we could chase the refund ourself and that the refund would be processed. It took 10 more emails over the course of a week to get a reply confirming they would process the BA refund and we never received the airlines contact details. We eventually received the refund from the BA flights. After asking for a breakdown of the flight costs so we could check this was correct we were never provided with an original itemised invoice and told this didn't exist despite being told on yet another phone call that we'd be emailed it. After another 15 emails over the course of a week Kim provided the cost breakdown via email. After another month of no communication I chased the refund again and was told they had now received the refund. In this time I'd managed to get in touch with the airline myself and after being bounced around a bit finally received an email stating that they'd processed the refund to Carlton Leisure 6 weeks before on 24th July! When I asked Kim why they'd held my money for 6 weeks without telling me I got the usual repetition of non answers. The refund arrived back into my account today, with £100 taken off rather than the £75 admin fee that we'd begrudgingly agreed to! This has infuriated me, had it been the £75 we probably would have just let it go to be finally rid of this awful company but I'm now determined to get every last penny back from them, whatever it takes.”

Posted 3 years ago

“Since then, they have ignored all contact with me as i try to organise a refund for my flights (I am not bothering to pursue a claim for other expenses) but they continue to ignore me. Very disappointed, and even suspect that the company may be in difficultly.”

Posted 3 years ago

“Avoid and book with anyone else! I am hugely disappointed and would strongly advise against using Carlton Leisure for any bookings. We had flights back from Brazil cancelled while there and were left stranded, trying to find a way home. Over four months later and no refund for flights we paid for and didn't have tge opportunity to take - I strongly believe they will keep the refunded money and never pay it back to us since the airline confirmed the refund had been issued. There are many good agencies out there - this one should be the very last on anyone's list.”

Posted 3 years ago

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Carlton Leisure is rated 2.2 based on 186 reviews