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.