Avoid company, cowboys of the travel trade

Avoid company, cowboys of the travel trade

Words cannot describe how selfish and determined this company are to take advantage of the Covid-19 pandemic.

Having booked flights to USA in May for my wife and I via Carlton Leisure, we left it as much time as possible to contact Carlton as per their guidance when you give them a call. BA cancelled our flights, this was our signal to contact Carlton to see if we could get our refund.



We thought, okay, lets just get our refund and ignore the fact they are charging an extortionate rate. We were told up to 5 working days to process the refund. No confirmation email was sent to us to say it had been received. Another week down the line and researching into firms charging their own 'admin fees', my wife gave them another call. Oscar was not in the office so we spoke to a rude member call Kara. Very abrupt and not a customer service bone in their body, my wife could not get an answer out of them to see if the refund form had been processed.



My wife called up and finally spoke to Oscar again to which she was told 'we were lucky to be getting a refund'. What a comment that was to make as we understand people have been experiencing different situations but they had clearly confirmed that BA had sent them a refund so it was in their bank account.

After another couple of calls from my wife and being passed around the houses, it took another couple of days to confirm that the refund form had been processed even though they had confirmed previously it had.

We sent some more emails to their complaints department and wanted further answers to the yougov guidelines. Kim in their complaints department have said they are doing nothing wrong and are following guidelines.

Avoid at all costs. We will now make sure we go via a reputable name such as the flight company direct.

Please note : They are obviously completing 5* reviews for themselves to cover up the bad reviews and flagging them on trust pilot.