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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

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

Posted 3 weeks 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.”

Posted 2 months 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!”

Posted 4 months 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”

Posted 6 months 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.”

Posted 1 year ago

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

Posted 1 year 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!!”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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”

Posted 1 year 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!”

Posted 1 year 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”

Posted 1 year 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.”

Posted 1 year 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”

Posted 1 year 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.”

Posted 1 year ago

“Do not use this company I have been waiting fro a refund for 6 months and no one will respond to my emails and when i call they brush me off saying someone will call back”

Posted 1 year ago

“TERRIBLE! AVOID!!! Awful experience. Tried to change a flight to 2 days later due to bereavement. Having contacted the customer support team we were transferred through many different people before finally, Nimi explained it would cost over £900 to change a flight that I can see on sale online for less than £300. Despite informing her that the airline (WestJet) are able to change the flight for a minimal fee if they contact them (due to them being the agent); she proceeded to explain she could not help, had to leave and that no-one else was available to help. WORST CUSTOMER SERVICE EVER.”

Posted 1 year ago

“Absolute nightmare company. I had flights booked that got cancelled which we paid £1000 for 2 adults and 1 child from uk to Cyprus. These got cancelled and we accepted a voucher. Went to rebook and they want another £388 per person. I am actually cheaper booking the flights direct with the airline than through this joke of a company that I have already given £1000 to”

Posted 2 years ago

“As others have said, please avoid this company. Lie after lie after lie is all I’ve heard whilst chasing a refund due to Covid. Today they offered me 5% of the price I’ve paid for our flights which I also added on their own insurance to provide me with a full refund if the flight didn’t go ahead. Absolute scam of a company and not professional at all. Avoid avoid avoid or basically lose your money. Genuinely can’t believe they are allowed to trade this way.”

Posted 2 years ago

“AVOID this company at all cost!! They are very quick to take your money but you will have to fight tooth and nail to get your refund. We were booked to go to India April 2020. Obviously with the pandamic everything got cancelled. Initially (after chasing a few times we were told we can have a £1k refund till they hear from the airline!!! We had paid circa £5.5k!!!!! So I said no I want my full refund. After months of chasing they finally gave a refund less £450, £75 per seat admin fee. They even charged my baby who was going to sit on my laps and didn't even have a seat!!! I argued this and got that one cancelled. This is such a greedy company during the fact that they have to issue so many refunds as the excuse to charge everyone. Disgusting!! I know so many people who got full refunds straightaway but this company is losing business by treating it's customers like this and still doesn't care. Don't give them your hard earned money. Read other reviews and go with a company that looked after its customers.”

Posted 2 years ago

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Carlton Leisure is rated 2.2 based on 186 reviews