Let’s start off by quoting Carlton Leisure ''We are built on principles and core values of customer satisfaction, trust, friendliness, and quality of service, value for money and accountability & continual improvement. '' Now the truth. Profit Misinterpretation / manipulation of their own T&C's Profit Inconsistent admin fees (That should not be charged) Profit Rude staff Oh, did I mention Profit! The only thing this company are concerned about during a worldwide health emergency is profit. They are manipulating their own T&C's in order to charge a £75 admin fee per ticket. On top of this they are sending out carefully worded emails to customers asking them to respond with the following “I agree to go ahead with the cancellation of entire flight reservation at the Admin Fee as mentioned in the e-mail” The above implies that the customer is the one who has cancelled the flight reservation when in fact it is the airline. By agreeing to the above you would be liable for the admin fee as Section 13.2.1 states - 13.2.1 There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. I have also asked a few simple questions in relation to my booking. All of which have been ignored. To give you a couple of examples Can you give me a cost breakdown of the £75 per ticket admin fee? Do you make any profit from the admin fee? Is my airline charging you (Carlton Leisure) any form of fee in relation to COVID-19 cancellations? All of the above have been ignored. I wonder why? Profit maybe? It’s a real shame companies like this operate in the way they do during times of crisis. At £75 per ticket for a refund or £50 per ticket for a credit note, I wouldn’t be surprised if this company are making more money now than they were selling actual airline tickets. To put it simply it is pure GREED.