After reading these reviews, I was really worried that Carlton Leisure would never refund me the amount owed. I had to cancel a trip due to health issues and did have to fight to get Carlton to honour the airline's refund policy. I was promised a refund within 5-6 weeks and after 8 weeks had passed , I started chasing things up. The agents I spoke to were very polite even though I was asked to fill in forms repeatedly and the airline kept getting the blame for the funds not being returned. I am pleased to say that my refund was honoured but it took 10 weeks or so. The 2 stars are simply for the hard work the process has been. Be persistent...it does get results!