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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Have been trying to contact them everyday by phone and email without any success. Like many other people who are soon to be flying there is a massive uncertainty. My thoughts are they may go under and they are trying to take as much cash as they can in the last few days.”

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

“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”

Posted 4 years ago

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

Posted 4 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.”

Posted 4 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”

Posted 4 years ago

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

Posted 4 years ago

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

Posted 4 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.”

Posted 4 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”

Posted 4 years ago

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

Posted 4 years ago

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Carlton Leisure is rated 2.2 based on 186 reviews