Carlton Leisure Reviews

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

2.2 Rating 188 Reviews

29 %

of reviewers recommend Carlton Leisure

2.2

Based on 188 reviews

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

About Carlton Leisure:

Carlton Leisure has been one of the leading travel agents in the UK for over 15 years, offering cheap flights and hotel stays around the world.

They already run successful Press, TV and Radio advertising campaigns and have now extended their reach even further by launching a successful affiliate program with Affiliate Window.

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Email:

info@carltonleisure.com

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Carlton Leisure 5 star review on 24th February 2022

Gareth Fitton

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do not use this company I have been waiting fro a refund for 6 months and no one will respond to my emails and when i call they brush me off saying someone will call back”

Helpful Report

Posted 2 years ago

“Very helpful, sticking to budget and providing different options Udi was amazing! Would definitely use him again for future holidays.”

Helpful Report

Posted 2 years ago

“TERRIBLE! AVOID!!! Awful experience. Tried to change a flight to 2 days later due to bereavement. Having contacted the customer support team we were transferred through many different people before finally, Nimi explained it would cost over £900 to change a flight that I can see on sale online for less than £300. Despite informing her that the airline (WestJet) are able to change the flight for a minimal fee if they contact them (due to them being the agent); she proceeded to explain she could not help, had to leave and that no-one else was available to help. WORST CUSTOMER SERVICE EVER.”

Helpful Report

Posted 2 years ago

“Hi Kirit Many Thanks for you wonderful support during my recent Air Line booking to Sri Lanka. It was really challenging times to travel and your dedication effort sort out the issues really appreciated. Many Thanks and keep up the Good work”

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Posted 2 years ago

“Hi this is vimal roy marianayagam Kirit..is my assistant..to book my ticket,he is polite,friendly,helfull.. Thanks”

Helpful Report

Posted 2 years ago

“Excellent service booked my BA flights & assisted with seat request, I was upgraded as s BA Gold on arrival at T5 Heathrow to First Class & Free Lounge Access. Carlton booked a complex flight Itinerary Heathrow to Bangkok, Puckeridge, Hong Kong & Back to Heathrow. Great Personal Service & I'd recommend & use again - Thanks Gareth Fitton.”

Helpful Report

Posted 2 years ago

“Absolute nightmare company. I had flights booked that got cancelled which we paid £1000 for 2 adults and 1 child from uk to Cyprus. These got cancelled and we accepted a voucher. Went to rebook and they want another £388 per person. I am actually cheaper booking the flights direct with the airline than through this joke of a company that I have already given £1000 to”

Helpful Report

Posted 3 years ago

“As others have said, please avoid this company. Lie after lie after lie is all I’ve heard whilst chasing a refund due to Covid. Today they offered me 5% of the price I’ve paid for our flights which I also added on their own insurance to provide me with a full refund if the flight didn’t go ahead. Absolute scam of a company and not professional at all. Avoid avoid avoid or basically lose your money. Genuinely can’t believe they are allowed to trade this way.”

Helpful Report

Posted 3 years ago

“AVOID this company at all cost!! They are very quick to take your money but you will have to fight tooth and nail to get your refund. We were booked to go to India April 2020. Obviously with the pandamic everything got cancelled. Initially (after chasing a few times we were told we can have a £1k refund till they hear from the airline!!! We had paid circa £5.5k!!!!! So I said no I want my full refund. After months of chasing they finally gave a refund less £450, £75 per seat admin fee. They even charged my baby who was going to sit on my laps and didn't even have a seat!!! I argued this and got that one cancelled. This is such a greedy company during the fact that they have to issue so many refunds as the excuse to charge everyone. Disgusting!! I know so many people who got full refunds straightaway but this company is losing business by treating it's customers like this and still doesn't care. Don't give them your hard earned money. Read other reviews and go with a company that looked after its customers.”

Helpful Report

Posted 3 years ago

“HAND ON MY HEART. Do not use, total disgrace to the travel industry and YOU will pay heavily for their greed.”

Helpful Report

Posted 3 years ago

“DO NOT USE CARLTON LEISURE. **AVOID** REFUND SCAM!!! DO NOT USE CARLTON LEISURE. First choice book direct with the airline. This will remove a layer of bureaucracy! You will have much more control over changing or rebooking your flights with little or NO charges. I booked flights to New York with Carlton Leisure in January 2020 on their website to go to there in September 2020. My flights were cancelled in August 2020 which Carlton Leisure did not tell me about. I had to go direct to the airline and find this out myself. Carlton Leisure have been extremely poor during the Coronavirus crisis pandemic charging administration fees of £75 simply to return my money from a cancelled flight. I was told I had to email them, agreeing to the fee before they would refund my money. They are a rogue travel agency, avoid them at any cost. They have added a clause in their Terms and Conditions after the Coronavirus crisis pandemic started for the illegal Admin fee of £75 per booking for a refund. Avoid these scammers. Skyscanner should remove these rogue traders. They are an absolute disgrace and trying to take advantage of the pandemic - whilst airlines are refunding them the full amount for cancelled flights, they are trying to charge £75 for processing a refund. Basically, selling goods/services not providing them and charging £75 for processing refunds - an absolute scam!!!”

Helpful Report

Posted 3 years ago

“Absolute scam artists, avoid like the plague. They were supposed to refund an unused ticked due to covid and told me if I opt for the refund I would receive £800 (the ticket cost) or I could just change the flight for free. I took the refund. 4 months later they say here's your £200. Less than what a ticket costs... so had I known I would have obviously just taken the free change. They won't even admit any fault despite it all being in email. Pure incompetence. Oh yeah and they charged me a £75 admin fee to mess up my refund. Truly hope they go out of business or get shut down. If you're reading and thinking about booking - honestly find another provider, even if it's a little more expensive.”

Helpful Report

Posted 3 years ago

“They are an absolute disgrace and trying to take advantage of the pandemic - whilst airlines are refunding them the full amount for cancelled flights they are trying to charge £75 for processing a refund. Basically selling goods/services not providing them and charging £75 for processing refunds - an absolute scam!!!”

Helpful Report

Posted 3 years ago

“So after discussing with multiple people that have had the same problems with this company it seems they operate in the same scandalous way. When you request a refund they initially offer you just half of what you paid. DO NOT ACCEPT THIS. As soon as you argue they will ‘discuss with the airline’ and then bring it up to what you paid minus an ‘admin fee’. Which is also illegal by the way. Despite what they will tell you, you can claim a full refund when the flight is not cancelled by yourself. Please contact your bank and fill in a disputes claim to get your money back. Do not let them take a penny from you. Avoid at all costs”

Helpful Report

Posted 3 years ago

“I booked flights over a year ago through Carlton Leisure, which were subsequently cancelled due to Covid19. I am still waiting for a refund 13 months later but have been told I will also be charged the £75 admin fee. I am in the industry and know no other companies are doing this!! The £75 is their commission, which they refuse to give back to customers. GREEDY COMPANY! I questioned them on this and received a very rude response saying it's not illegal, it's what they're using to pay their staff at the expense of their customers. BEWARE!!!”

Helpful Report

Posted 3 years ago

“CL give the travel industry a bad name. Their lack of customer service, terrible attitude and greed during COVID has resulted in a lot of unhappy customers, who I am sure will do their best to discourage others from booking with them. When booking through Skyscanner there will be a number of travel agents offering competitive prices like CL. In my experience a number of these competitors have handled COVID refunds in a far better way. If there is a chance that anything could go wrong with your flight, do your research and book with one of their many competitors offering a similar price. CL will do everything they can to retain any money spent with them, regardless of whether it breaks their T&Cs.”

Helpful Report

Posted 3 years ago

“DO NOT USE!! STAY WELL AWAY!! I booked a round trip from the UK to Columbia and had issues with my flight. I tried calling the customer service team and had ZERO response. I emailed 3 times (!!!) and was on hold for hours, but had no response from any of their customer service team. Absolute shambles of a company.”

Helpful Report

Posted 3 years ago

“Absolutely dreadful customer service, when I was stranded 5000 miles away a few years ago, after the airline went bust, they did not pick up my call after a few times but answered when I withheld my number but refused to help. Airline in question wss Jet Airways (India). Had to pay £1800.00 for a one way ticket to get my son back to the UK and a further £900.00 each for my wife and myself to get back a week later. Travel insurance said I was not cover and the equivalent to Atol and Abta, the international body also refused to help, thousands of travellers were in the same position and lost out on thousands of pounds. Quick to take your money but No after sales service. Don't go there.”

Helpful Report

Posted 3 years ago

“The worst customer experience I've dealt with. I've been waiting since May 20 for a refund for cancelled flights and CL are still refusing to provide it, even though people who were on the same flight and booked directly with the airline were given refunds months ago. I tried to contact CL multiple times over a three week period and each time I was told that the person I booked with was not in the office and that nobody else at the business was able to provide a response. CL refuse to provide any evidence as to why they are refusing to provide a refund.”

Helpful Report

Posted 3 years ago

“Absolute shower of crooks! Avoid at all costs. Months and months of arguing back and forth with this company for a refund. Always told "its the airlines holding up the refunds". I booked via them for a flight with American Airlines. AA confirmed this shower requested the refund 7th Sept 2020 BEFORE CL had even contacted us!! Do not book with them. Do not give into their bully tactics. We'll all see them in court!”

Helpful Report

Posted 3 years ago

Carlton Leisure is rated 2.2 based on 188 reviews