Carlton Leisure Reviews

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

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.

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 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. It will most definitely be the last time I use them.

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.
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. Carlton Leisure you are committing business suicide and your customers will vote with their feet when this pandemic concludes. If there is any justice in the world....you will not survive!

I note that they are quoting paragraph 13.2.2 from their terms:

"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!!

I have read countless similar reviews over the past few weeks where it appears that after Carlton Leisure have seen the negative review - you will receive an email from Prash offering to reduce the 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!*

They are now also attempting to have the numerous bad reviews from their customers removed from trustpilot and Google by 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!

Don’t use these people- EVER
Don’t use these people- quick enough to take your money.

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.