Absolute ridiculous company I have ever seen. During Covid, our flights got cancelled and they said you can't have a refund as you are having a non-refundable ticket My point was my tickets were cancelled by the airline so there isn't our fault. Then after 2 weeks of argument and struggle they agreed to give me a voucher to use with a validity of 6 months with the same airline which I refused to take. Due to some medical condition and upcoming operation I am unable to travel. They refused to help. I spoke to BA directly and luckily they said they will do 100% refund to Carlton Leisure. Unfortunately then Carlton Leisure deducted £75 per ticket. FINALLY I received my refund after 2 months after their deductions. Absolutely disgrace customers service. They never want to speak with refund customer. They always ask for the name and reason of the call and then say we will give you a call back but no one does. I spent literally hours to get hold of them about everyday for 1 month in order to resolve my refund. Extremely bad experience. Please stay away from this company.