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

“All seemed to go well with our booking our flights with Carlton Leisure to NY last summer. We paid for Premium Economy seats flying on BA but our return flight was cancelled and BA put us on an economy only flight with another airline with a promise of refunding the difference upon our return. Since then I have spent 6 months of emails and phone calls to Carlton to get my refund but they either ignore me or blame BA for not having passed the refund on to them. Only thru my persistence did I get the evidence that BA in fact refunded Carlton in October 2019 and they were simply holding on to my money. I’m still waiting for the refund of £680 and any requests for compensation due to loss of interest or the stress and time this has caused us faced with a brick wall or absolute refusal. A number of times I have asked for the contact details of the CEO but they refuse to share that information. I definitely would warn people against this company. They offer the worst customer service and I would go as far as to say they have acted like thieves in refusing to give me my money”

Helpful Report

Posted 4 years ago

“Awful service, made so much more complicated than it should have been”

Helpful Report

Posted 4 years ago

“don't expect a refund in case of any emergency. I paid nearly £562 but got only £110 back. I asked for a detailed explanation about the £110 calculation, but they ignored my request. To be honest, their integrity level is down to the bottom.”

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Posted 4 years ago

“Scam, £75 just to get my return.”

Helpful Report

Posted 4 years ago

“flight got cancelled by airlines. try to refound or change a flight. Both way will lead to a administration fee which is GBP75. How bad is that! flight cancelled, and you still get charged! DO NOT BUY FORM HERE, AVOID AT ALL COST”

Helpful Report

Posted 4 years ago

“I've been flying for business for 6 years now. This was the worst booking agency I have ever deal with. It to them 5 days to sort out a reservation I could do online in 1-hour max. Unfortunately, they came up as the cheapest price at the moment on Skyscanner and I went with them. Never had issues with that before, until I bumped into these guys. I had trouble processing payment, had to call my bank to send them authorization codes. They then could not find the code and made me pay again for the whole trip. In this process, it took them so long they lost the flight reservation and ended up spending 2 more days until they were able to get me on viable flights. Customer support was given by a different person on every email and on the phone, their English was so bad we could barely communicate.”

Helpful Report

Posted 5 years ago

“Their airfare search on Skyscanner appear to offer a c much cheaper fare with airlines that doesn't exist. They fool you with false fares to pull you into their website. Skyscanner should remove them from their search engine.”

Helpful Report

Posted 5 years ago

“After reading these reviews, I was really worried that Carlton Leisure would never refund me the amount owed. I had to cancel a trip due to health issues and did have to fight to get Carlton to honour the airline's refund policy. I was promised a refund within 5-6 weeks and after 8 weeks had passed , I started chasing things up. The agents I spoke to were very polite even though I was asked to fill in forms repeatedly and the airline kept getting the blame for the funds not being returned. I am pleased to say that my refund was honoured but it took 10 weeks or so. The 2 stars are simply for the hard work the process has been. Be persistent...it does get results!”

Helpful Report

Posted 5 years ago

“This company is a complete joke, I mistakenly picked wrong time for return date. I requested it to be changed, a guy called Kevin said there will £85 charge to change airline return date otherwise it costs £150 and anything on top. Online skyscanner was showing a different time. I have called to cancel with them which is costing me a total of £75, I will be writing an email as well. I just hope I get the remaining amount back. I wouldn't recommend anyone to use this company. They behave like they can't understand what you are saying to them I GIVE THEM ZERO RATINGS, they are Indian men using English names to act like a prestige company. Full of nonsense, PLEASE PLEASE AVOID. I made a massive mistake not reading up on them before. THIS COMPANY SHOULD BE SHUT DOWN”

Helpful Report

Posted 5 years ago

“It seems I am not he only one who is having problems with Carlton Leisure refunding customers. I suggest you give them notice and if they have not sorted your issue out in a reasonable period of time you can do the following: 1. you make a claim through the small claims court 2. You complain to your credit card company and say that the service paid for was not provided and you want a refund 3. call Consumer Direct for my advice 03454 04 05 06”

Helpful Report

Posted 5 years ago

“I have done my booking through them and by mistake put incorrect return date , called them and they told me to pay 85 pounds. Called Emirates and they said it should be free if I have called within 6 hours which I have . Called them back and they weren’t helpful and adamant to pay 85 pounds which I eventually did . DONT USE THEM”

Helpful Report

Posted 5 years ago

“I cancelled flights which cost me £800 on 1st May was told I was due a refund of £120.... and I’m Still chasing this .... 27 emails , 21 phone calls and having to buy a printer later ... Still nothing. Customer Service appalling, foreign call centres, English poor, Management don’t call back and no Complaints Team to escalate too!! Worse service I’ve ever received!!!”

Helpful Report

Posted 5 years ago

“Just as it should be Just as it should be - efficient, painless. Nothing special really, but maybe a little simpler.”

Helpful Report

Posted 5 years ago

“Refused to give a refund despite the airline granting permission. A bunch of rude, unsympathetic crooks who ignored multiple emails. Even serious medical conditions don't prompt a compassionate response from this company. DO NOT BOOK WITH THEM!”

Helpful Report

Posted 5 years ago

“Carlton Leisure informed me that my Jet Airways tickets has been processed for full refund because Jet Airways suspended all it's flights. I am still waiting for my refund money 3 moths after I was first informed. I have not had any communication from Carlton Leisure ever since. I have more than £2000 to be refunded and I am kept in the dark as to what Carlton Leisure is doing in terms of getting me my money. My booking reference is M454X8. I rang your customer service today only to be told that you are yet to hear anything from Jet Airways. This is not a good enough job you do with your customers hard earned money. I didn't hear anything solid that is being done by Carlton Leisure to get it's customers the money they owe. This is despicable and disappointing. I need to know; 1. What Carlton Leisure is doing to get my refund sorted 2. A date by which I will get my money back”

Helpful Report

Posted 5 years ago

“Avoid this company at all costs. They are a shambles, thieves and liars. Booked flights that kept on changing. I cancelled with them, asked for a breakdown of costs which they still haven't given me and also still waiting for a refund. Will never ever use them again and I will be seeking legal advise if I don't get my money in the next couple of days.”

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Posted 5 years ago

“Very reliable and good service”

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Posted 5 years ago

“My son just tried to book a flight which was quoted at £540 on their website. He entered all booking details and credit card details and thought he had booked flight but didn't receive a confirmation. When we called back we were told the flight was no longer available and was now £840. They were still showing flight as being available at the lower price on sky scanner and their website and still letting you go to the section of entering credit card details even. They claimed they couldn't show the higher price - and that £840 was already discounted vs Thai airline price of £1000 which was untrue as I could have booked the flight direct for £640 with Thai Air. A complete scam !!!!!!! Avoid at all costs”

Helpful Report

Posted 5 years ago

“Booked business class tickets on Qatar - requested change on return leg - Carlton fee £1900 ….. Qatar fee £690!!! Totally refused to explain the reason for such a difference. Better deals booking direct.”

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Posted 5 years ago

“I would not use or recomend Carlton Leisure to anyone. An expencise £700 life lesson learnt.”

Helpful Report

Posted 5 years ago

Carlton Leisure is rated 2.2 based on 188 reviews