Login
Start Free Trial Are you a business?? Click Here
Are you a business?
Terms & Conditions
User Privacy Policy
Business User Privacy Policy
Data Protection
Data Request

Carlton Leisure Reviews

2.2 Rating 186 Reviews
29 %
of reviewers recommend Carlton Leisure
Company Reviews Questions Metrics Info
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.

Visit Website

Email:

info@carltonleisure.com

Write Your review

Tell us how Carlton Leisure made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
Minimum 10 characters
Would you like to add a photos or videos?
Strengthen your review by uploading photos & videos.
Drag files here or browse
(Supported files: jpg, png, mpeg, ogg, mp4 & webm)
What's your name?
Leave this blank if you'd like to publish your review anonymously.
(Optional)
What's your email?
We need your email address to verify that your review is genuine
Please note that we may share your email with the company to verify your order.
You will be contacted by email to verify your review.
By submitting your review you agree to the REVIEWS.io terms & conditions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
Carlton Leisure 5 star review on 24th February 2022
Gareth Fitton
7
Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Chris
Unverified Reviewer
“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!”
Helpful Report
Posted 3 years ago
Shelley
Verified Reviewer
“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.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Andy Hayward
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Paul Burns
Unverified Reviewer
“Carlton Leisure are not members of ABTA and those considering using this company or its offshoots might like to see a list of complaints compiled at Carlton Leisure Watch. Companies using the same ATOL registration number as Carlton include: A1 Flight Group. 99 Flight A1 flightcentre Business Class Flight Carlton Leisure Corporate Travel Carlton Travel & Tours Dearflight South America Flight Tickets To America Travel Consultants Travels Or I have had issues with refunds following an airline cancelling flights that I had paid for a month earlier and deductions attempted despite Carlton's terms and conditions. I wouldn't say they were rude, but their service and attempts to charge when they have no right to leaves a lot to be desired.”
Helpful Report
Posted 10 years ago
Alex
Verified Reviewer
“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!!!”
Helpful Report
Posted 2 years ago
James
Verified Reviewer
“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.”
Helpful Report
Posted 2 years ago
Vicky
Unverified Reviewer
“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”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“I wish I had never booked with Carlton. Don't be fooled by their request for an admin fee when Carlton cannot provide what you booked. Carlton tried to charge me £75 admin fee for a refund of flight costs (when coronavirus hit and flights were cancelled) and they said it would take months to pay me. I refused to pay the £75 and instead requested a 100% refund from my credit card company under Section 75 of the Consumer Credit Act. I received the 100% refund from my credit card company, with no admin fee at all, really quickly (in about 3 weeks). So claim the refund from your credit card company where applicable. It is free and much quicker and easier.”
Helpful Report
Posted 3 years ago
Mahon
Unverified Reviewer
“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.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“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 ?”
Helpful Report
Posted 3 years ago
S Lawrence
Unverified Reviewer
“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!”
Helpful Report
Posted 4 years ago
Jenny Fagan
Verified Reviewer
“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.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“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 ”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“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 4 years ago
Ethan
Unverified Reviewer
“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 4 years ago
Shels
Verified Reviewer
“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!!!”
Helpful Report
Posted 4 years ago
Alex
Unverified Reviewer
“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.”
Helpful Report
Posted 5 years ago
Anonymous
Verified Reviewer
“This is fake company, stolen my money and when i contacted airline they said this is fake company and they did not pay to airline, when i contacted this fake company they start making excuses and lying. Strongly alarming to all people please stay away this fake company. They are robbers, are artificial company”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“They didn't refund the flights that were cancelled during pandemic. They gave me 3 months initially. I have chased multiple times its been 2 years and still nothing. I no longer think I am getting a refund.”
Helpful Report
Posted 1 year ago
Carlton Leisure is rated 2.2 based on 186 reviews
Our Company
Business Solutions Impressum Terms & Conditions User Privacy Policy Business User Privacy Policy Data Protection Data Request