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

Write Your review

Tell us how Carlton Leisure made you happy

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.

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

“After being scammed by this broker , I found out about Sup*reme*asset*7**@**gm*ail.**com and they recovered my funds back.”

Helpful Report

Posted 2 months ago

“I book my ticket in 18 September 2024 for 9 January 2025 for saudi arabia I send them my passport copy for my ticket booking but I don't about the under 6 months validity and they book my ticket and when I go on airport I losse my ticket and airport staff say sorry we not give you permission for travel I lost my ticket and all money which I book hotels in saudi arabia I call them he say this is your fault but no accept Carlton company what he do with me next I say everyone don't use this company they will not give good will customer”

Helpful Report

Posted 4 months ago

“3rd party middle man nonsense. Not willing to take responsibility for airline changes, response refund requests etc. Poorly displayed terms and conditions Customer service treat you poorly, disconnecting calls, redirecting you several times, was told the one member of staff who is of a position to help me with a refund would call me back within 5-10 mins and then waited several hours to receive no such calls. Take care when booking, do not use 3rd party travel agents like these when their refund policies and customer service strategies are like Carlton Leisure”

Helpful Report

Posted 4 months ago

“Booked a ticket nine months ago and they keep on changing times one day I pressed okay to an email And the time change from one hour to 10 hour, I am very disappointed. I will never use them again thank you.”

Helpful Report

Posted 7 months ago

“I have an issue with my booking. I fly on Tuesday morning and your customer service team are not taking it seriously. We have been advised by the airline the issue can be resolved with 1 phone call from yourselves. Can a UK representative contact me to assist with this. The Indian based customer service centre is relying on a reply to an email sent to the airline to fix the issue when there is no guarantee the airline will even look at it with 1 day to go before we fly. They are unwilling to call on our behalf despite pleading with them to help and are often rude / uncaring. Will update this review if / when the issue is resolved.”

Helpful Report

Posted 11 months ago

“If you could put -10 stars I would. Disgraceful company with incompetent customer service team!”

Helpful Report

Posted 1 year ago

“I recently missed a flight which I'd booked through Carlton Leisure due to numerous delays at the airport. When I contacted them to inform them about the situation and ask if they would support with the re-booking, they told me it was impossible due to their policy on "no shows", and that I would have no choice but to re-book the tickets myself at a massive additional cost. Later, I discovered that the policy they quoted doesn't actually appear in their Terms and Conditions at all. I asked them nine times by email to ask them to confirm if that was the case, and every single time they avoided answering the question. Eventually they stopped responding at all, which is incredibly unprofessional and unhelpful. If you're considering booking your flights through Carlton Leisure, do yourself a favour and book directly with the airline instead. You'll have far more consumer rights should something go wrong, and you won't have to deal with unprofessional customer support staff quoting policies which you were never actually shown when making the booking.”

Helpful Report

Posted 1 year ago

“If there is 1 thing I can recommend when your booking a holiday is DO NOT book with this company!! We booked our flights through this company and 2 days before we where due to fly we got a very difficult to decipher email from one of the flight companies saying our flight had been cancelled, we contacted Carlton Leisure who at first told us the flight wasn’t cancelled and then after several phone calls and us having to chase them the flights where cancelled and they refused to help us telling us we could apply for a refund after the flight dates. On further research we discovered the flight company had been band from flying months before we had even booked our flights so Carlton had clearly booked flights with a company that wasn’t even running! It took us 3 months and several emails chasing them to get our ‘partial’ refund that was no where near what we’d had to pay for replacement flights and just to sweeten the deal they charge a nice big admin fee for the privilege! DO NOT use this company book your flights directly or use one of the more mainstream complains or Kiwi.com is great!”

Helpful Report

Posted 1 year ago

“Firstly the name on the ticket was incorrect, then I was charged an extra GBP100 to change the name (This is only GBP50 directly with the airline, so a 100% profit markup on Carltons mistake, this is actually dishonest and a total scam, deliberately book the incorrect name and then charge the correction) Then because of the scammed "new ticket" I was unable to sit next to my wife on our long-haul flight Service is horrendous Scam is obvious”

Helpful Report

Posted 1 year ago

“If I could give zero I would. Booked 5 tickets to Pakistan including internal flights through these. 7 months in advance. Virgin decided to stop flying to Pakistan and agreed to refund all customers. This travel agent then decided in their infinite wisdom to try and charge £75 admin fee for what I am not sure??? On top of that they did not refund the PIA internal flights. They said because it was with a different carrier they could not do anything. I explained to them that I booked the whole package through them - as they couldn't honour the virgin flights then they were also liable for the pakistan flights. It was like talking to a brick wall. No one returned calls, they kept promising but never returned calls. On top of that they accepted no responsibility. I advise you to never use these guys.”

Helpful Report

Posted 2 years ago

“Lack of understanding of needs wasting time and loosing money on tickets.”

Helpful Report

Posted 2 years ago

“Save yourself a lot of trouble and DO NOT use Carlton Leisure. Go with a suitable agent. I do not know how Carlton Leisure are running! We booked 6 flights through Carlton Leisure to Sydney, Darwin, Bali and UK. As soon as we booked we needed to change a flight we were charged £300. We were set to fly to Sydney on 20th November, I logged into the airline portal to check in to see that ALL our flights had been cancelled. We spent the next few days on the phone to Carlton Leisure they were not helpful! The Airline was unable to assist us as changes had to be made though our Travel Agent. After numerous calls the airline finally made changes as our Travel Agent (Carlton Leisure was useless) The company are not able to communicate properly as they do not have good English and do not understand simple requests. The days leading up to us flying were very stressful trying to get the flights sorted was very difficult. We have addressed the issue with the airline that has since told us that they informed Carlton Leisure back in July (5 months prior) that our flight had been cancelled, yet we only found out days before by logging in to check in. Had we not logged in this could have been worse. We have had to change our plans, lose money on hotels and events due to Carlton Leisure's poor communication. I will never use Carlton Leisure again!!”

Helpful Report

Posted 2 years ago

“Please run from these guys. DO NOT BUY from them. Once your flight is cancelled. They wont respond to you so that they wouldn't have to refund your funds. That is their trick. I booked a flight of £1200 and they are offering £203 despite I informed them of the intent to cancel / move the flight. Please please please DO NOT BUY FROM CARLTON LEISURE.”

Helpful Report

Posted 2 years ago

“Total rip-off! I bought 4 return tickets UK-USA for me and my sons. They made a mistake on one of my son's names (despite having copies of all our passports) and it was a lot of hassle to change it. They told me it was not possible but the airline told me it was a simple free-of-charge change but that it had to be done by Carlton Leisure not by me directly. Carlton Leisure played dumb and it took 3 days of absolute stress phoning them and the airline, etc. They ended up changing the name in the nick of time but charging me £85 for rectifying their mistake. Plus I also ended up having to pay £200 extra in phone calls as I spent a lot of time to them on the phone and they failed to mention the calls would be charged at a high rate. A total rip-off. I am now convinced they made the name mistake on purpose to get extra cash out of me. Disgraceful.”

Helpful Report

Posted 2 years ago

“Don't use this travel agent. They are scamers. *Don't buy flight tickets. * I brought ticket for £750.and Hotel for £800. My return flight got cancelled by airline. CARLTON leisure don't want to refund me after many emails and phone calls they refunded only£150 Airline told me I am eligible for full refund because it was covid time I had travelled”

Helpful Report

Posted 2 years ago

“THEY ARE A SCAM!!! They are not responding to emails, calls and live chats agent are absolutely use less. The lie! I would never recommend them and im not seeking legal action to get funds back!”

Helpful Report

Posted 2 years ago

“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 2 years ago

“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 2 years ago

“I brought flight ticket. Paid £700 Return journey cancelled by air line. Air line asked me to fly different date for the return journey so I booked a ticket with different airline carlton leisure refunded only £150 after many emails and calls and it took 3 months ... Don't buy tickets from CARLTON leisure. Poor customer service and scam people money”

Helpful Report

Posted 2 years ago

“Absolute shambles off a company, Kim lied to me repeatedly about my flights being cancelled home from Sri Lanka , I bought new tickets costing hundreds of pounds , only to find out that Qatar had not cancelled my original flights. Avoid at all costs.”

Helpful Report

Posted 2 years ago

Carlton Leisure is rated 2.2 based on 193 reviews