Name: Carlton Leisure
Address: -, - -, London
Rating: 2.15

“British Airways cancelled my flight and provided a full refund back to Carlton Leisure. However Carlton Leisure say it costs £75 to give it back to me (even though this fee is not identified in their terms for this action), and instead they refer to sections in their terms which refer to an admin fee for if I have requested a refund. Very disappointed. Awful customer service. And they try to blame the innocent airlines who are actually very helpful. I am still waiting on Carlton Leisure to refund over £700.”

Helpful Report

Posted 4 years ago

“due to corona my flights were cancelled . Carlton Leisure offered vouchers that had to be booked within 8 months and used by dec 2021, even though the airline offered a 2 year voucher . After much negotiation they reduced their admin fee from £75 to £34. I was charged over £200 for 6 flights. they refunded the remaining money within a few days. But this is quite cruel that they charged so much and also these are unprecedented times. BUT MY FEET WILL DO THE TALKING .”

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Posted 4 years ago

“Booked ticket with them my flight got cancel because of COVID-19 I spoke with Ronny to ask my refund I been advised that we will take £60 admin fee. I asked him why I have to pay fee I been advised because of cancelling your ticket I told him several time that don’t you have sense that flight got cancelled I’m not getting any service from you than why I have to pay. Somehow I told him to cancel it and I been advised by him over the phone it will take 5 to 7 working days to refund your money back after waiting 7 working days I send an email he came up with something new that we will refund you in 6 to 12 weeks but unfortunately he is not a man of his words because it been over 12 weeks still no refund. He came up with new excuse that I’m Sending you a form to get agree, sign it that we will charge you £60 admin fee. Kind of forcefully asking me to sign. I have never seen in my whole life that if company is refunding money into your credit card they are asking you to sing any letter lol. I would recommend you to don’t believe into these good reviews it looks like they are fake reviews by them. When I read reviews I made booking with them but end up with all this nonsense. Please stay away from them they are disgraceful. I even don’t believe the guy I’m dealing with if he is telling me his right name lol.. I had same booking for my friend with Gotogate they refund my money in 1 week without any charges because they said we have received full refund from airline”

Helpful Report

Posted 4 years ago

“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!”

Helpful Report

Posted 4 years ago

“I am one of the victims regarding the refund from ccarltonleisure.com. Due to the travel ban from US, they try to refuse to give me a refund on my ticket. After months of emails backward and forward, I find out a solution to help all others at the same situation as me. first draft an email as follows: Thank you for your email dated 21April when you state that by cancelling my ticket which was non refundable under clause 13 of the contract I am not entitled to a refund. The reality was that at 3.59GMT ( 23.59 EMT ) on 17 March 2020, the President of the United States of America extended a travel ban from the Schengen area of Europe including the U.K. into the USA. I cancelled my flight around 13.00 on 17 March, some 13 hours after the ban came into effect. As such at that time the contract was frustrated under English law. Meaning that an event had occurred after the contract was entered into which rendered it physically impossible to foulfill the contract. In other words the airline could not transport me to American soil without breaching the presidential decree. Without getting into detailed legal argument, there are many cases supporting this doctrine of law including Denny,Mott and Dickenson-v-James B Fraser & Co Ltd (1944) AC 265 which was an example of a contract being rendered frustrated as it was rendered illegal by legislation, which is in effect the situation here. My case is that from 3.59 GMT on 17 March 2020 the contract was frustrated and the parties should be put back in the position they were prior to the contract. That means I’m entitled to my refund in full as the contractual conditions cease to apply from the point that the USA banned my travel. I suggest you consult your legal advisors and reconsider your stance in this matter. If I don’t get a refund in the next 14 days I will be pursuing my rights. Hopefully it won’t have to reach this point but if it does I reserve the right to refer the court to this email when considering costs. Yours etc they will just send you the standard reply, dont worry about it, as you already stated your right in the first email. Call your credit card company and report that you find a scam payment on your card. Tell the card company that they were not able to deliver the service they promised and break the contract. then print out all the evidence emails to the card company and waiting for refund.”

Helpful Report

Posted 4 years ago

“This is a very bad company, they will try every way to keep your money when things go wrong. This is my first-hand personal experience, due to the current COVID 19 situation, according to the government guideline we should not travel, i tried to phone up every day to ask for the right way to cancel my ticket before my flight. They will never tell you the way you will able to claim your money back and they will try to make you cancel the ticket as your own will even there was a travel ban in place. They will try to say that this is your own fault and keep your money or just give you your tax back. Long story short, i will never buy ticket from this company again. if you really need to buy from them, pls use you Master Card, if things go side way, contact your credit card company and claim your money back that way.”

Helpful Report

Posted 4 years ago

“DO NOT USE CARLTON LEISURE They refuse to follow CMA guidance on the refunds of flights due to Covid-19. They are trying to charge us £75 to process a booking refund, despite the CMA stating this shouldn't be happening.”

Helpful Report

Posted 4 years ago

“Worse than terrible, Carlton Leisure are fraudsters. Do not trust TrustPilot, all reviews under 2 stars are reported and removed as was mine. Tried to charge £75pp admin fee because we were not allowed by the FCO to travel? Went to credit card co, and full refund obtained.”

Helpful Report

Posted 4 years ago

“The worst travel agent I have ever used. Booked a 3 week trip around the US and Canada, and since having everything cancelled due to Corona Virus, they have been absolutely useless. Delta were issuing refunds, but CL did not want to refund me my money and insisted that Delta were only offering a travel voucher. After getting in touch with Delta myself, they confirmed I could get a refund. I sent this information to CL, and had to escalate to my travel agents boss. Miraculously, when I escalated this issue, they had confirmed that I am able to get a refund and it can take up to 6 weeks. After waiting 6 weeks (today being the official date) I emailed Ted, my travel agent from Carlton Leisure, and he emailed me a refund form which I had to fill out in order to get my refund......so I have been waiting 6 weeks for nothing. Fingers crossed it'll arrived soon. That issues dealt with, I also had to try and get a refund/travel voucher for Air Transat. AT were only offering vouchers, but this leg of my trip was in the middle of the trip. I contacted CL and asked if I can use this voucher from London to Canada, and they said no. So I currently had a voucher that could only be used to travel to Canada from American; couldn't change the location, name, nothing. I contacted Air Transat and they confirmed that I could use this voucher anywhere, but CL were still insisting that I couldn't. I had to contact Air Transat myself on Twitter to get confirmation to send to Carlton Leisure in order for them to confirm I can use my voucher from London. Absolute waste of time, money and a complete shambles of a company.”

Helpful Report

Posted 4 years ago

“The worst customer experience possible if I could give ZERO stars I would. This company is attempting to commit fraud! I booked flights for September 2020 with Carlton Leisure in Jan. April I get a new flight schedule due to COVID-19 and I replied as asked that I agreed to the new flights. I then get told that the airline had cancelled the flights. I had to confirm if they meant the newly scheduled ones and was told yet again it was all cancelled at the airlines end. I contacted the airlines who confirmed it was CL who cancelled the booking and the flights were still operating. CL are asking for me to initiate the refund and agree to their admin charges and keep trying to manipulate its customers so they can profit from this situation. I havent cancelled and neither have the airlines so how am I liable to the admin charges? It is my statutory right to a full refund as CL have failed to provide the service we entered into contract. Then I find out they applied to the airline for my refund without my authorisation even when I expressly told them to have me on the alternative flights that were available with the airlines. AVOID THIS COMPANY as they are immoral and unscrupulous. They have reported all negative reviews on Trustpilot and just gone a copy and paste reply to google reviews. AVOID AT ALL COSTS!”

Helpful Report

Posted 4 years ago

“Carlton Leisure stated in their last company filings in December 2019 that they have +£8.5m in cash in the bank. I referred them to my credit card company and obtained a full refund without forfeiting £5000 in fees they were seeking to refund our cancellation. It was the only way to get the matter resolved unfortunately to protect my consumer rights”

Helpful Report

Posted 4 years ago

“If i could give zero stars i would! Worse company ever! They have been so unhelpful and staff do not know what they are talking about. Our flights were cancelled due to coronavirus and we were entitled to a full refund however carlton leisure did everything possible to try and make sure we didn’t get this back, even though we spoke to virgin, Atol etc who all advised we were entitled to full refund carlton leisure staff actually said “i bet you will not get money back” we kept on as we knew our rights and it was changed to 50% refund then 60% (i mean how is that possible?!) even in there terms and conditions they said if flights are cancelled you are entitled to a full refund which we raised to them but they claimed this is for package holidays only! Then why were they sent through as my terms and conditions when i booked my flight? And it doesn’t state this? I will never use this company again! Staff are so rude, they don’t let you speak just talk a-load of rubbish at you to try and confuse you they have no clue of the laws, terms and conditions etc.”

Helpful Report

Posted 4 years ago

“If i could give zero stars i would! Worse company ever! They have been so unhelpful and staff do not know what they are talking about. Our flights were cancelled due to coronavirus and we were entitled to a full refund however carlton leisure did everything possible to try and make sure we didn’t get this back, even though we spoke to virgin, Atol etc who all advised we were entitled to full refund carlton leisure staff actually said “i bet you will not get money back” we kept on as we knew our rights and it was changed to 50% refund then 60% (i mean how is that possible?!) even in there terms and conditions they said if flights are cancelled you are entitled to a full refund which we raised to them but they claimed this is for package holidays only! Then why were they sent through as my terms and conditions when i booked my flight? And it doesn’t state this? I will never use this company again! Staff are so rude, they don’t let you speak just talk a-load of rubbish at you to try and confuse you they have no clue of the laws, terms and conditions etc.”

Helpful Report

Posted 4 years ago

“I would give 0 stars if possible. Following cancellation of my flight Carlton Leisure are refusing to obtain the refund I am legally entitled to. I have contacted the airline direct myself who have said it is possible to apply for a refund but Carlton Leisure are refusing despite me telling them this and pointing out the law - I can only assume this is a scam.”

Helpful Report

Posted 4 years ago

“Naturally their lines were busy at the start of the lockdown crisis but Karry the customer services agent I spoke to was polite and helpful. I got a "full refund" in 5 weeks albeit with a £75 admin fee but I am aware of many travel agents like this. Luckily I have travel insurance to cover the rest.”

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Posted 4 years ago

“I dont even want to give these people one star! Absolutely dreadful and acting illegally. Refusing to refund my cancelled flights due to COVID19, just flat out refusal. I cant travel later in the year so the voucher is no use and they are also trying to charge £75 per person admin fee to those customers who actually are getting a refund! I would never recommend this company to anyone. They spend more time having reviews on Trust Pilot removed than actually acting professionally and within the law.”

Helpful Report

Posted 4 years ago

“Do not book with this company. Due to Covid-19 flights were cancelled by Emirates. Emirates offered free reschedule for up to 24 months, free vouchers or Refund. CL tried their very best to con me out of more money. I paid 2080 pounds for original flights. MSP contacted Prash (owners son and director of CL Delhi) and got my flights rescheduled for free, as per Emirates Covid-19 policy, after me trying unsuccessfully for 3 weeks! The rescheduled flights are hundreds of pounds cheaper than my original flights but CL still tried to charge me "fare & tax". They charge a 75 admin fee per person per ticket (changed their terms & conditions in light of Covid-19), stating they have to hire more staff to handle refunds. So the customer is now paying staff salaries! The staff are all based in a call centre in India. Absolute disgusting company with zero ethics! Morally bankrupt! Making huge profits in light of Covid-19! Book Direct and save yourself the hassle.”

Helpful Report

Posted 4 years ago

“Had 5 flights booked to Japan and China from UK for Easter with JAL. Had to cancel due to covid-19. Received full refund minus the admin costs £75 per person No problem at all with that considering there was a chance I got no money back. So am pretty happy. Took about 7 weeks in total.”

Helpful Report

Posted 4 years ago

“To quote another reviewer “This company are attempting to manipulate their own T&C's to extort money from customers who have had their flights cancelled due to covid-19.“ I could not agree more!! I have been a loyal customer to Carlton having booked many flights through them - but this is the first time that their loyalty to me has been tested. And they have failed me and then some. It will most definitely be the last time I Ever use! As is the case with everyone affected during this pandemic, I am legally entitled to a full refund - all airlines are offering this, - including Emirates who I was booked To fly with - yet Carlton Leisure are attempting to skim £75pp From my money - claiming it is to pay new staff they have had to hire during these tough times. I’m sorry Carlton Leisure, but your financial situation is not my problem and is of absolutely no concern to me. I absolutely will not be handing you money to ‘pay your workers’ As an emergency service worker I am seeing the desperation that this pandemic is causing first hand on a daily basis - and to see this company gleefully profiteering is Nothing short of disgusting! If there is any justice in the world....you will not survive these troubled times! I note that they have been quoting paragraph 13.2.2 From their terms. Or 12.2 depending which terms they are quoting - Yes they saw fit to Actually alter their terms and conditions when customers began to present a legal argument back to them during all this! "tickets returned to us for a refund are subject to an administration charge of £75 per ticket, irrespective of the number of tickets returned. You will be required to pay a per ticket cancellation charge, imposed by the airline or the consolidator pursuant to their terms and conditions" It is clear to everyone but Carlton Leisure, that this is to cover airline fees in the event of MY cancellation. But I didn't cancel, the airline did - and they are not charging a fee to Carlton Leisure. This was confirmed by the airline(Emirates) themselves - I spoke with them directly to confirm this specifically. They are attempting to take advantage of a horrendous situation. They know they are wrong - and will eventually have to refund fully, yet are doing this merely to maintain their own cash flow. Shame on u Carlton Leisure!! To anyone considering using Them please note the following - initially When customers rated their experience on sites such as trust pilot, and once Carlton Leisure seen the negative review - the customer will receive an email from “Prash” offering to reduce the Admin fee to varying amounts. Usually accompanied by a subtle threat that it’s a limited time offer that once it expires - you as the customer could be entitled to nothing. Really?. Ok Prash, just for u....... *I will only accept the full refund that I am legally entitled to. Which is the full and exact amount that I paid you....With ZERO deductions and ZERO Fees!* Laterally, They have been attempting to have the 100 odd negative reviews removed from trustpilot and Google by Reporting the review whilst quoting the above term. The above term however is not applicable in law to the current circumstances. Carlton Leisure - instead of attempting to bribe and threaten and have honest/fair reviews removed, just get your act together and give out the refunds to your customers. Only by doing that will you start to mitigate the shambles you have created for yourselves!”

Helpful Report

Posted 4 years ago

“Can we put a formal legal complain ? Charging a cancellation fee is illegal in this unfortunate circumstances. We haven’t signed for this when we booked . They have cancelled it for major forces. So, how can we make this complaints worth it? I won’t support companies that are taking advantage of us rather than looking to the big picture. So, is anyone taking legal action? How can we all make a difference? Not against them but in our own favour ?”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	2.4 out of 5
Returns & Refunds
Refunds Process	Difficult

Carlton Leisure Reviews