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.

Said I can book flights and hotel separate bookings and call them to receive ATOL certificate. Once I purchased the flights and went to book a hotel they backtracked and said because i book hotel 2 days later they cant do it anymore. Never was a timeframe given and their server was down the day before. Absolute sham, tricking me into booking flights. DO NOT USE

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.  I am now convinced they made the name mistake on purpose to get extra cash out of me. Disgraceful.

Terrible experience with this company. They took an extra £50 on top of my flights. After I booked on the website (directed there from Skyscanner) they phoned me to say the booking only had my Given names (no surname). Then I should hold while they claim to check with the airline. Then they say I need to pay more to change the booking and that a link will be emailed to make a direct payment to their company before 2pm (not the airline). I said I would call them back. In the meantime I phoned the airline who said the original booking was correct (including surname) but they were unable to help because it was a third-party booking. Also that booking had "expired" and a new one set up. I had no other choice but to pay them extra. They became aggressive on the phone when I queried what was happening. They said I would be turned away at the airport etc etc. I believe they know exactly what they are doing. Reported to Trading Standards!

An agent from Carlton wasn't truthful to me on 3 occasions about flights home from Sri Lanka, she told me qatar had cancelled my return flights, I asked for proof. She just quoted airline policy, so I booked flights costing hundreds of pounds , only to find out the next day through an email from qatar air that my original tickets were still valid. Also be aware they are not registered with ABTA

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.

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 them. 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!!!

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!!!

This is a horrible and irresponsible company. I am regretted to buy my ticket from Carlton Leisure. I bought my ticket to fly to New York from London amid of Covid-19. My flight got cancel by AA. I requested Carlton travel to fully refund my unused ticket. They replied to me that according to their company policies and the ticket terms of my ticket, I was not entitled of fully refund; Carlton would give me 70£ out of 500£ of my original ticket price. I asked them to show me the ticket terms & company policies. But the staffs not very co-operate to explain the company polices or ticket terms. So I directly call to US to talk to AA representative, AA staffs told me AA would fully refund if the plane got cancelled due to Covid-19. I showed the email corresponded with AA to Carlton travel & asked them to response, but they simply said company policies/ticket terms not allow to fully refund to me. I fed up with their excuses; So I directly talk to my credit card company to stop the payment from credit card company. The credit card company accepted my situation & successfully get my ticket fee back. If other travelers have the same problem, travel agent refused to refund, you might try to talk to credit card company. But the credit card company do ask for proofs such as email corresponded with traveling company & Airline company in order to process the refund from the credit card company. Good luck!

This is a very bad company, never buy again This is a very bad company, they will try every way to keep your money when things go wrong. This is my first-hand personal experience, due to the current COVID 19 situation, according to the government guideline we should not travel, i tried to phone up every day to ask for the right way to cancel my ticket before my flight. They will never tell you the way you will able to claim your money back and they will try to make you cancel the ticket as your own will even there was a travel ban in place. They will try to say that this is your own fault and keep your money or just give you your tax back. Long story short, i will never buy ticket from this company again. if you really need to buy from them, pls use you Master Card, if things go side way, contact your credit card company and claim your money back that way.

My partner and I paid over £2000 for a multi flight ticket, sadly the timing has coincided with COVID 19. We have flown the first leg and have been stranded in New Zealand during lockdown for 5 weeks now, 4 weeks past the date we were meant to fly out. All our remaining flights in our ticket have been cancelled but despite numerous emails (38 in total, some going answered, some not), Carlton Lesiure are yet to provide any form of solution, support or update, to the point where we are going to have to find our own way home. We have requested a refund, partial refund or flight credits to assist us in getting home or carrying on our trip once the pandemic subsides, but we're told that until we officially cancel our tickets they couldn't tell us how much our refund would be worth, (the individual flights have been cancelled by the airlines prior to this, so we didn't understand why we had to cancel ourselves - we felt like they were backing us into a corner). The admin then told us the refund would likely be no more then their admin fee, £75, because we had already flown the first leg. Basically telling us it wouldn't even be worth our time to pursue this. Odd. Since this conversation a week and a half ago they haven't responded to my emails requesting they explain how this could be - how could we only be eligible for £75 out of £2000, no flight credits or any form of support? At this moment in time it's more important than ever for people to show compassion and understanding to one another, with everyone in the same boat - Carlton Lesiure have seemingly decided to go the opposite way, and is turning a blind eye to their customers, leaving us stranded and seemingly many, many others (as per other reviews.) Would welcome any form of management to reach out to discuss this review further, that would be appreciated. In the meantime I can only tell people to steer well clear. Our experience with Carlton Lesiure has made an extremely stressful situation even worse

This company are attempting to manipulate their own T&C's re money from customers who have had their flights cancelled due to covid-19. 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. It will most definitely be the last time I use them. 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. 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. Carlton Leisure you are committing business suicide and your customers will vote with their feet when this pandemic concludes. If there is any justice in the world....you will not survive! I note that they are quoting 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" 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!! I have read countless similar reviews over the past few weeks where it appears that after Carlton Leisure have seen the negative review - you will receive an email from Prash offering to reduce the 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, 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!* They are now also attempting to have the numerous bad reviews from their customers removed from trustpilot and Google by quoting the above term. The above term however is not applicable in law to the current circumstances. Carlton Leisure - instead of attempting to 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!

Don’t use these people- EVER Don’t use these people- quick enough to take your money. I booked to attend a wedding in Vancouver in April. But due to the virus the wedding has now been postponed and the new date has to be planned. But due to work commitments we may not be able to attend. Carlton Leisure will not give me a refund and I do not want a voucher and on top of that they never return calls and reply to emails. I managed to get through on the phone at 11 pm tonight and I was told that they would only give me a partial refund and even then they would charge per ticket as a administration charge.  I see they are doing this to many others. Hopefully the credit card company can recover our money or we do have travel insurance, but as a last resort I will take them to small claims court. I see a Facebook page set up for others, just search on Facebook “Carlton Leisure Complaints page. Let’s use the power of social media to expose this company so others are not put through a stressful time.

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.

Carlton Leisure don't care about you or your flights, they are a complete mess. We booked flights (expensive ones!) through Carlton Leisure to South America, and the flights we wanted didn't have many changes. One of the flights went from Lima to Rio in a few hours. Almost every month since we booked, the flights changed by hours and we were put on different flights to the one WE HAD ALREADY PAID FOR. Our lovely direct flight from Lima to Rio had now changed to a 24 hour changeover in Santiago, which literally made us lose a day of our holiday. Don't expect them to call you to tell you they're ruining your holiday, they will just email and if you do call back they barely even speak English so it's useless. Do they offer any kind of compensation for adding 24 hours onto your flight? Of course not. I really hope they get investigated soon.

The company owes me money! Months have passed and they are refusing to return MY money. They are also ignoring my requests of how to make a formal complaint and sending information for my solicitor. DO NOT use this company!

i typed in dates in to skyscanner, i chose 'carlton leisure' as they offered the best price. when i was directed to their website, i realised after making the payment, that the return date of my flight was not what i originally typed in, rather it was postponed for 6 weeks later. Alarmed, i quickly called up and explained the problem. The chap who answered, said it will cost 190 to change the dates. i said i want to cancel. he replied if you cancel in next 45 minutes, it will cost you 85 pounds. but any time after, means you loose your money. i quickly made contact with my credit card provider to report what i was in the middle of, but they could not help, as their dispute team was closed till 8am. They agreed to me that the best course of action is to quickly call back and agree to pay the 85 pounds. which i did. i am relieved that they only managed to swindle me with a sum of two figures, but to settle the score i feel it is my moral duty to warn everyone to keep far away. On their web site it says 75 pounds for cancellation, and there is no mention of a 45 minute dead line... They may have got my 85 pounds, but have lost every potential customer who reads this review. Sadly they will realise that in the long run they have lost so much more than me. 

It was mistake from the beginning You can not cancelled even your husband had heart attack Trying to refund money it is nightmare Still waiting my money Never again with this agency

Very good I always deal with one guy I guess the other part of the team are as good I'm sure, great prices and always the cheapest with the least lay over time in between long haul fights thanku regards