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.

Visit Website

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

“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.”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 5 years ago

“NEVER BOOK WITH THESE CROOKS!”

Helpful Report

Posted 5 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!”

Helpful Report

Posted 5 years ago

“Not answer the phone or emails. Going to go through credit card company to get a refund. Always use a credit card to book so that companies like this song rip you off”

Helpful Report

Posted 5 years ago

“AVOID!! RUINED OUR HOLIDAY AND CHARGED US EXTORTIONATE AMOUNTS. WORSE CUSTOMER SERVICE EVER EXPERIENCED. HOW ARE THEY STILL A COMPANY?!”

Helpful Report

Posted 5 years ago

“Waiting on the line for 40' every day since Monday, only to encounter a disgrace of a human being on the other side of the phone on Thursday. Rude, careless, he asked me "what is wrong with me" because I was trying to understand what is the case with my flight-refund. Carlton Leisure sent me an email commanding me to accept a refund amount which is 50% less than the original ticket without explaining the reason behind this. When I dared to ask why the money that I paid was slashed by 50% on my refund, I was treated by Carlton Leisure as if I were a criminal. The person I talked to refused to give me his name, he offended me, he was irresponsible and immature and should clearly not be working in such an environment. It is a pity they hire those type of people.”

Helpful Report

Posted 5 years ago

“I booked the flight, paid with credit card, received confirmation of booking. And invoice and itinerary, then I booked my connecting flight, . 2 hours later I receive an email that the payment didn't work but it will take a week to refund my card the money they took that apparently didn't work. Now I am trying to get out of Europe before the last border is closed and these scammers have basically stolen my money with a fake transaction. I don't even want to give 1 star”

Helpful Report

Posted 5 years ago

“WHAT AN ABSOLUTE ROBBERS. FRAUD. DO NOT EVER BOOK WITH THIS AGENCY. THEY NEEDS TO BE BANNED”

Helpful Report

Posted 5 years ago

“DO NOT EVER MAKE ANY BOOKING WITH THIS FRADULENT TRAVEL AGENCY. THEY SHOULD BE BANNED”

Helpful Report

Posted 5 years ago

“DO NOT EVER MAKE ANY BOOKING WITH THIS FRADULENT TRAVEL AGENCY. EXTREMELY POOR CUSTOMER SERVICE. THEY ARE QUICK TO TAKE YOUR MONEY, THAT IS THE ONLY THING GOOD ABOUT THEM. THEY ARE THIEVES, VERY UNREALIABLE AND SHOULD BE BANNED FROM PROVIDING SERVICES FOR CUSTOMERS.”

Helpful Report

Posted 5 years ago

“All seemed to go well with our booking our flights with Carlton Leisure to NY last summer. We paid for Premium Economy seats flying on BA but our return flight was cancelled and BA put us on an economy only flight with another airline with a promise of refunding the difference upon our return. Since then I have spent 6 months of emails and phone calls to Carlton to get my refund but they either ignore me or blame BA for not having passed the refund on to them. Only thru my persistence did I get the evidence that BA in fact refunded Carlton in October 2019 and they were simply holding on to my money. I’m still waiting for the refund of £680 and any requests for compensation due to loss of interest or the stress and time this has caused us faced with a brick wall or absolute refusal. A number of times I have asked for the contact details of the CEO but they refuse to share that information. I definitely would warn people against this company. They offer the worst customer service and I would go as far as to say they have acted like thieves in refusing to give me my money”

Helpful Report

Posted 5 years ago

“Awful service, made so much more complicated than it should have been”

Helpful Report

Posted 5 years ago

“don't expect a refund in case of any emergency. I paid nearly £562 but got only £110 back. I asked for a detailed explanation about the £110 calculation, but they ignored my request. To be honest, their integrity level is down to the bottom.”

Helpful Report

Posted 5 years ago

“Scam, £75 just to get my return.”

Helpful Report

Posted 5 years ago

“flight got cancelled by airlines. try to refound or change a flight. Both way will lead to a administration fee which is GBP75. How bad is that! flight cancelled, and you still get charged! DO NOT BUY FORM HERE, AVOID AT ALL COST”

Helpful Report

Posted 5 years ago

“I've been flying for business for 6 years now. This was the worst booking agency I have ever deal with. It to them 5 days to sort out a reservation I could do online in 1-hour max. Unfortunately, they came up as the cheapest price at the moment on Skyscanner and I went with them. Never had issues with that before, until I bumped into these guys. I had trouble processing payment, had to call my bank to send them authorization codes. They then could not find the code and made me pay again for the whole trip. In this process, it took them so long they lost the flight reservation and ended up spending 2 more days until they were able to get me on viable flights. Customer support was given by a different person on every email and on the phone, their English was so bad we could barely communicate.”

Helpful Report

Posted 5 years ago

“Their airfare search on Skyscanner appear to offer a c much cheaper fare with airlines that doesn't exist. They fool you with false fares to pull you into their website. Skyscanner should remove them from their search engine.”

Helpful Report

Posted 5 years ago

“This company is a complete joke, I mistakenly picked wrong time for return date. I requested it to be changed, a guy called Kevin said there will £85 charge to change airline return date otherwise it costs £150 and anything on top. Online skyscanner was showing a different time. I have called to cancel with them which is costing me a total of £75, I will be writing an email as well. I just hope I get the remaining amount back. I wouldn't recommend anyone to use this company. They behave like they can't understand what you are saying to them I GIVE THEM ZERO RATINGS, they are Indian men using English names to act like a prestige company. Full of nonsense, PLEASE PLEASE AVOID. I made a massive mistake not reading up on them before. THIS COMPANY SHOULD BE SHUT DOWN”

Helpful Report

Posted 5 years ago

Carlton Leisure is rated 2.2 based on 193 reviews