This is a horrible, dishonest and irresponsible company. I am regretted to buy my ticket from Carlton Leisure. I bought my ticket to fly to New York from London amid of Covid-19. My flight got cancel by AA. I requested Carlton travel to fully refund my unused ticket. They replied to me that according to their company policies and the ticket terms of my ticket, I was not entitled of fully refund; Carlton would give me 70£ out of 500£ of my original ticket price. I asked them to show me the ticket terms & company policies. But the staffs not very co-operate to explain the company polices or ticket terms. So I directly call to US to talk to AA representative, AA staffs told me AA would fully refund if the plane got cancelled due to Covid-19. I showed the email corresponded with AA to Carlton travel & asked them to response, but they simply said company policies/ticket terms not allow to fully refund to me. I fed up with their excuses; So I directly talk to my credit card company to stop the payment from credit card company. The credit card company accepted my situation & successfully get my ticket fee back. If other travelers have the same problem, travel agent refused to refund, you might try to talk to credit card company. But the credit card company do ask for proofs such as email corresponded with traveling company & Airline company in order to process the refund from the credit card company. Good luck!