All seemed to go well with our booking our flights with Carlton Leisure to NY last summer. We paid for Premium Economy seats flying on BA but our return flight was cancelled and BA put us on an economy only flight with another airline with a promise of refunding the difference upon our return. Since then I have spent 6 months of emails and phone calls to Carlton to get my refund but they either ignore me or blame BA for not having passed the refund on to them. Only thru my persistence did I get the evidence that BA in fact refunded Carlton in October 2019 and they were simply holding on to my money. I’m still waiting for the refund of £680 and any requests for compensation due to loss of interest or the stress and time this has caused us faced with a brick wall or absolute refusal. A number of times I have asked for the contact details of the CEO but they refuse to share that information. I definitely would warn people against this company. They offer the worst customer service and I would go as far as to say they have acted like thieves in refusing to give me my money