Carlton Leisure www.carltonleisure.com

I recently missed a flight which I'd booked through Carlton Leisure due to numerous delays at the airport. When I contacted them to inform them about the situation and ask if they would support with the re-booking, they told me it was impossible due to their policy on "no shows", and that I would have no choice but to re-book the tickets myself at a massive additional cost. Later, I discovered that the policy they quoted doesn't actually appear in their Terms and Conditions at all. I asked them nine times by email to ask them to confirm if that was the case, and every single time they avoided answering the question. Eventually they stopped responding at all, which is incredibly unprofessional and unhelpful.

If you're considering booking your flights through Carlton Leisure, do yourself a favour and book directly with the airline instead. You'll have far more consumer rights should something go wrong, and you won't have to deal with unprofessional customer support staff quoting policies which you were never actually shown when making the booking.

Said I can book flights and hotel separate bookings and call them to receive ATOL certificate. Once I purchased the flights and went to book a hotel they backtracked and said because i book hotel 2 days later they cant do it anymore. Never was a timeframe given and their server was down the day before. Absolute sham, tricking me into booking flights. DO NOT USE

I bought 4 return tickets UK-USA for me and my sons. They made a mistake on one of my son's names (despite having copies of all our passports) and it was a lot of hassle to change it. They told me it was not possible but the airline told me it was a simple free-of-charge change but that it had to be done by Carlton Leisure not by me directly. Carlton Leisure played dumb and it took 3 days of absolute stress phoning them and the airline, etc. They ended up changing the name in the nick of time but charging me £85 for rectifying their mistake. Plus I also ended up having to pay £200 extra in phone calls as I spent a lot of time to them on the phone and they failed to mention the calls would be charged at a high rate.  I am now convinced they made the name mistake on purpose to get extra cash out of me. Disgraceful.

Terrible experience with this company.

They took an extra £50 on top of my flights.

After I booked on the website (directed there from Skyscanner) they phoned me to say the booking only had my Given names (no surname). Then I should hold while they claim to check with the airline. Then they say I need to pay more to change the booking and that a link will be emailed to make a direct payment to their company before 2pm (not the airline). I said I would call them back. In the meantime I phoned the airline who said the original booking was correct (including surname) but they were unable to help because it was a third-party booking. Also that booking had "expired" and a new one set up. I had no other choice but to pay them extra.

They became aggressive on the phone when I queried what was happening. They said I would be turned away at the airport etc etc. I believe they know exactly what they are doing.

Reported to Trading Standards!

An agent from Carlton wasn't truthful to me on 3 occasions about flights home from Sri Lanka, she told me qatar had cancelled my return flights, I asked for proof. She just quoted airline policy, so I booked flights costing hundreds of pounds , only to find out the next day through an email from qatar air that my original tickets were still valid.

Also be aware they are not registered with ABTA

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.

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 them. 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!!!

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!!!

This is a horrible 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!

This is a very bad company, never buy again

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.