Carlton Leisure Ltd

THIEVES! My elderly parents called them to ask about flights and book. They gave a deal only to take all their credit card details and claiming it's been declined and took other card details too. Taking all personal and credit card details and asking to read back codes. THOUSANDS of pounds have been taken from my parents counts from multiple accounts from this call. DO NOT use these disgusting people who act like they help but take advantage of vulnerable old people. Will be taking legal action, if not will be taking my own action regarding these disgusting thieving people!

We have dealt with the agent called Abhi for the past 8 years and as usual he gave us a excellent service again this year.

I kept calling them for 3 weeks to get a simple answer, without any luck! Until I got aggressive on the phone! Please employ people who understand and speak English

AVOID USING THIS COMPANY! My flights got canceled and they won't refund me. Terrible customer service and they do anything to make more money from you when forcing you to rebook. I've been fighting for my money back and don't get a response of any help. I have contacted my credit card company and will take them to court as I have all Carlton Leisure details on Company House. Disgusting business, they should be ashamed!

Just to share with any want to be customers be very carefull using this firm as they got us left stranded in Orlando Airport because of admin errors and over charged me 280 pounds for a transaction that they didn't amend will never be using this firm carlton leisure again my mother was in a wheelchair and 90 yrs old just to add I am now going to get intouch with the ombudsman and all major air lines to right this company off the list of travel agents to use

Terrible customer service. I appreciate Covid19 has disrupted the holiday market, however the level of service received from this company has been truly shocking. It has took 4 months for a refund to be processed, to which I have had to chase every month for updates as they were not forthcoming. They also did not inform me that they had been credited therefore I was able to be refunded, i was only made aware after making a phone call to them again.

I am now in a debate over a further balance owed where a lack of communication has resulted in further complaint. After booking the initial flights I was sent the booking under the wrong name, along with incorrect flight details. I do not understand how this company is still functioning.

I applied through email for cost refund about my cancelled flights cause of COVID issue on 16/4/20 and I saw the refund money to my bank account on 21/7/20. Within this period of time I sent a lot of emails, while I am keeping proofs which indicate that airline company sent them back my refund earlier. I personally let them know that they should have received my refund after challenging them to check again and again their incoming transactions to their bank account after the 13th week of waiting; Hearing all the time the same excuse.

At the end, when they saw that I was not giving up, they gave me back less money charging me fees! for no reason! Fully unprofessional behavior! I will never use this agency again!

If I could give this company nil points, I would do so! Absolutely appalling customer service. My flight with South African Airlines was cancelled for September, and after numerous phone calls, and being fobbed off, and no return calls, I made my final call today. Told that they wouldn't refund my money as the airline wouldn't refund them. When I told them that was against the law, they told me "its your call, just do what you want"!

No advice, no help, just a get on with it attitude. I've been a travel agent for 25 years, and never would we have fobbed our customers off like this, or not tried to help. I've learnt my lesson! Never again will I book with rubbish on line agents like these. You may save a few pounds initially, but if things go wrong, they just want to wash their hands of you.

I didn't want the credit that the airline was offering, as they are on the brink of bankruptcy, but carlton were oblivios to my concerns, and couldn't care less. I'm now persuing my refund via my credit card company. BEWARE EVERYONE!

Quite possibly the worse company I have ever dealt with. My flight got cancelled, they offered me vouchers, I refused these and successfully claimed through my credit card. In my opinion they lied to me; they said I would lose out if I didn't accept them as I hadn't turned up to the flight. The flight was cancelled. The planes were grounded, and we were locked down.

I'm not sure what they thought I was going to turn up for. Two months later they then called me twice to refund me. I told them twice I'd already been paid out by my credit card. They still refunded me. They then accused me of claiming twice and threatened to take me to court if I didn't BACs them the money. I told them it's been sitting unspent on my credit card you can have it back from there.

So I return it once they set up a link. Funnily they managed to do this within 24 hours. The accusations from this company and their rudeness, coupled with their inability to answer a phone in a timely manor (under an hour) make them one of the most unlikely ones that I will ever recommend to anyone ever.

Had to travel to Dubai for business purposes. I dealt with Edward he was able to sort out my changes within no time. He was friendly and dealt with the matter really well. I will definitely book with Carlton Leisure next time.

***DO NOT BUY FROM THIS COMPANY!*** TOOK 1500 FROM ME FOR FLIGHTS TO THE US AND 18 MONTHS, 300 00 DEATHS AND BOTH BORDERS CLOSED THEY ARE STILL REFUSING TO REFUND. AVOID AT ALL COSTS

Booked through Carlton leisure. Once COVID happened and it became time to claim back money they tell you they'll begin the process you do all the appropriate steps and then they don't contact you. I have been on them for 6 months now and haven't heard a thing. I call them and get told that the agent handling my case isn't in the office but will be back tomorrow and will contact me but I'm never contacted no matter how many days I contact them they never give me an answer never help absolutely useless avoid this company not reputable in the slightest.

As with many other recent reviews we a experiencing extreme difficulty in receiving refunds for cancelled flights. We booked flights through Carlton Leisure to fly with Etihad in May this year. These were cancelled by Etihad in April and we were advised that we would receive a refund for this part of our booking, and this should take approximately 6 weeks.

We are still waiting. I have exchanged numerous emails with Carlton Leisure and initially accepted that there would be longer than normal delays due to the Covid-19 pandemic. However they have confirmed some weeks ago that they have received the refund from Etihad, but despite numerous attempts they have not refunded the money and are unwilling to provide a timescale as to when it will be received.

Apparently one reminder to their refunds department in 5 months is enough! Latest communication has been contradictory, and unhelpful which can only lead me to believe they are withholding the payment. We have waited 5 months for a refund, I think that has shown more than enough patience and unfortunately the only outcome I can see is having to take steps now for the recovery of the money we are due.

I would steer clear of booking with Carlton, especially at this uncertain time as the only thing that appears to be certain is getting a refund out of them will be a difficult task. Update. email this morning saying refund has been processed and will take 4 -5 weeks, queried this length of time to be told in the following email that it will be processed as soon as possible.

Completely contradictory (not for the first time)and clearly just a blatant lie to fob me off. oh and they have confirmed they are charging 75 for the privilege of waiting 6 months for refund for a cancellation we didn't instigate!

If you don't get full refund due to COVID-19 Then submit your claim with Small claim court https://www.gov.uk/make-money-claim

I would give this company less than 1 statr if I could. Trying to charge 300 in cancellation fees when the airline has confirmed full refunds are available as a result of COVID 19. They will not return any of our money until we agree the charges (they will not even return the sum paid less charges while we dispute the charges). Managers are also rude and patronising. Avoid at all costs.

Don't use these people-EVER I booked to attend a wedding in Vancouver in April. But due to the virus the wedding has now been postponed and the new date has to be planned. But due to work commitments we may not be able to attend. Carlton Leisure will not give me a refund and I do not want a voucher and on top of that they never return calls and reply to emails.

I managed to get through on the phone at 11 pm tonight and I was told that they would only give me a partial refund and even then they would charge per ticket as a administration charge. This is nothing short of robbery. I see they are doing this to many others. Hopefully the credit card company can recover our money or we do have travel insurance, but as a last resort I will take them to small claims court.

I see a Facebook page set up for others, just search on Facebook Carlton Leisure Complaints page. Let's use the power of social media to expose this company so others are not put through a stressful time.

My husband and I have travelled the world for many years for work and pleasure. We have used several companies in the UK and abroad. Then we discovered Harry at Carlton Leisure and since then we have not used any other company. Harry (team leader) is unique. He is efficient, quick to respond and very caring. He has advised us assisted us and we have never had a problem with anything to do with our travels. He answers his phone 24/7 and always ready to assist. We have and will continue to recommend Harry to all our friends and family.

Good ticket agent. I needed to change my name on the ticket abd they did their best. Although it was not possible in the last minute. However, they did the best as they can. But their phone centre needs an improvement as maximum times phone gets cut during a midway of the call. I would recommend their service.