Yes Carlton Leisure have great reviews on Trustpilot. However that is because the majority of these reviews were written right after purchase. Had people waited until undertaking the purchased journey their rating would be significantly lower and a more accurate representation of their service. I booked 9 months before my flight. Booking was fine, nothing special but nothing went wrong. In the following 9 months they proceeded to change my flight times three times. Annoying, but not a huge deal. I had to argue twice because they wanted me to come home a day early. However once I was on my holiday, Carlton Leisure and it’s employee Sarah ruined the last few days. I was in Thailand, and to get home I needed to fly to Bangkok and then get a connecting flight back to London. 4 days before I was due to fly home I received an email from Carlton Leisure conforming my first flight had been changed to a later flight which landed 5 minutes before my connecting flight took off. I queried this and a few hours later received a phone call from Sarah confirming the airline had changed the schedule and would I be ok to change to a flight departing a day early. She told me the airline had changed its schedule and my original flight no longer existed (a lie, I later discovered as a quick google search confirmed). I agreed as at this point I was worried I would not get home at all and she said she would email me confirmation. She did and I responded almost instantly agreeing. HOWEVER, two minutes later she emailed again telling me that my flights were ‘in the airlines control’ (lie number 2) and I should confirm with them, there was nothing she could do. I then checked the airlines website to see what I could do and they told me as I had not booked through their official website I couldn’t amend my booking and I should contact my travel agent. I sent Sarah a screenshot of this. She then eventually responded saying that my original flights had been reinstated. As a direct result several days of my holiday were ruined, and thanks to answering her calls/calling her I have incurred roaming charges which have nearly doubled my phone bill. Carlton Leisure have refused to cover these charges, saying I should contact the airline despite me providing evidence the error was with them, not the airline. I asked several times for Sarah to pass me on to another customer services representative but I was ignored. I then asked repeatedly for details on how to make an official complaint about my experiences and was ignored every single time. I still have not had this information. Carlton Leisure has just blamed the airline, despite the airline confirming they never made the schedule changed Carlton Leisure said they had. All the positive reviews on this website are accurate. The way they take your money off you is seamless. However once they have your money the service is absolutely appalling. The prices are cheap for a reason. Go elsewhere.