Carlton Leisure (UK) Ltd. Review

Just booked my flights with Rex Kenneth over the phone. He was brilliant. Process was explained step by step. I felt much better/secure by pay online method then over the phone. Good Service. Will definitely use them again.

I am hugely disappointed and would strongly advise against using Carlton Leisure for any bookings. We had flights back from Brazil cancelled while there and were left stranded, trying to find a way home. Over four months later and no refund for flights we paid for and didn't have tge opportunity to take - I strongly believe they will keep the refunded money and never pay it back to us since the airline confirmed the refund had been issued. There are many good agencies out there - this one should be the very last on anyone's list. Happy to amend this review if our refund ever makes it to us but Carlton Leisure have stopped responding. I see they make time for posting stock copy and paste responses though as you will see below. Prash has been sent emails and does not respond as promised.

My partner and I had 3 flights with them booked for March: Manchester to Bali and Perth to Manchester with BA and Bali to Perth with Malindo Airways. We've dealt with Kim throughout. Originally we thought we'd be going to the rearranged More

Regardless of what Sky Scanner find the

Regardless of what Sky Scanner find the cheapest I will always go with Carlton Leisure. This is my 10th time booking and never had a problem. Brilliant. Thank you

Inconsistent in customer service

I wanted to change the flight on my return and the charge they asked is more than the flight ticket.
Then I inquired about the one way ticket fare through telephone call where they said almost 100 pounds costlier than what I can see in their own website. And when I questioned they just ask me to book online.
I would recommend anyone to book directly from airlines as they give much better support when you want to do some amendments to your travel.

Brilliant company to deal with We've booked multi city trips with them to New Zealand and to Japan without a hitch and all went off incredibly smoothly. Just booked a multi city trip to Canada and once again...polite, professional and incredibly competitive prices. If I could give 10 stars, I would. I only have the utmost praise for these guys, especially Jimmy who I have had all my dealings with.

Some difficulty in making Carlton understand that my colleague was paying, otherwise well done.

I was well looked after by Kevin at Carlton Leisure when I wanted to add a flight segment to a booking they had efficiently got me last month. Both flight costs were reasonable and unmatched. I shall be recommending Carlton and use them again

DO NOT USE I repeat DO NOT USE - I called last week Thursday/Friday to discuss the process of receiving a refund as Emirates and a number of other connecting airlines had cancelled my booking. I spoke with someone named "Carry" who said he is happy to process my refund but one of my four flights is not yet showing as cancelled so he advised waiting until next month by which time it will be confirmed as cancelled and he can then process my entire refund rather than refund me for only three of my four flights.

Prior to this I had e-mailed them the same query and was told that the first of my four flights I was querying was still confirmed as going ahead. I then replied with a copy of the e-mail confirming the cancellation of the first of my four flights; however, I didn't receive a response, hence why I then followed up with a call.

Luckily I was travelling with someone else but they booked via alternative travel agents and had received confirmation that the flight Carry said was still confirmed as going ahead was actually cancelled. So I called after 8am this morning and was put through to a "Nimi" who after speaking with her said she would call me back in 10 minutes. Thirty minutes later and no call back so I called again and when she realised who she was speaking to she cut me off. I then called her straight back and she answered and repeatedly said "hello" as though she couldn't hear me. When I called again, straight after for the third and final time a colleague of hers answered and said she was on another call - YEAH RIGHT!

I've seen and heard enough to know that this is a very UNTRUSTWORTHY company. Bearing in mind some if not most of the positive reviews could be due to bookings that were straightforward and don't really expose just how good or how bad they are in those instances. Furthermore, they might be FAKE?......... My advice would be to avoid them at any cost.

UPDATE: 2nd September 2020
I was contacted by an agent of this company asking me to reply to an e-mail confirming a refund of just over two-thirds of the amount they acgually owe me. After 30 minutes he called me again asking me to respond to the e-mail. Now given these people have not been very responsive before now, I did think it was weird how insistent he was that I reply to the e-mail.

I did reply but clearly stating I want a full refund and not for the amount that they offered. Needless to say I didn't get a response to that as the same e-mail I was responding to stated I would be sent additional paperwork.

It later transpires that around the same time they contacted me is around the same time my credit card company contacted them. My credit card company then contacted me for more info as at the time of my original dispute I didn't have access to a printer (Covid restrictions). Recently I was able to provide copies of e-mail correspondence between myself and the travel agent and also the airline company, which I forwarded to my credit card company.

I know people have commented on having a good service from this company but its easy to provide angood service when nothing goes wrong or the issues that arise are easy to resolve. The true test of their values is in times like this and their behaviour has proven them to be untrustworthy.

Dreadful service from Carlton Leisure.
They are not ABTA registered (which should have tipped me off). Organisation is abysmal and they are always slow to inform me of flight changes. In addition, when a does flight change by a significant amount, I was not informed of my rights to cancel (as per airline policy), just asked to accept the flight changes. Of course, they are so slow that usually the grace period after the flight time change has elapsed and I don't have the right to change anyway.
When someone does contact me the quality and level of English, both written and spoken, is atrocious. Calling me by my middle name or my wife's name on the phone, email sentences that don't make sense and punctuation non-existant. In addition, all of the staff purportedly have very classical English names despite this weaker command of the English language. It is shameful that the company think the customer cares so much that the service team be English, as if I would unable to talk to them if their name was of Indian or Chinese origin.
I've never booked with an OTA before and frankly, even though they have access to cheaper deals, I don't think I ever will again if they are all as ramshackled as this!

Carlton leisure provides the cheapest deals for airfares. We have been using them for the last 5 years at least. Nick is friendly patient reliable and very helpful. He always finds the best deal in terms of cost, timing, dates, connections. Highly recommended

Spoke to Karry,

Great customer service and got a great deal.

I see lots of 5/5 reviews about customer care. Only using them because of the fact they're being booked via a company. If you ever use their chat function to change something, you'll frequently find this happens:
**Agent Nimi has transferred the chat to another agent.
**Agent OnlineSupport has joined the chat.

Don't worry - that's just how pleasant Nimi is at explaining what will happen next. Agent OnlineSupport usually joins about the time you think that someone's closed the chat.

Great website for booking my round the world tour with multi-city stops. Definitely recommend and great prices too.

They are the worst flight agents ever
Do not use them even it s sounds bit cheaper
Bad experience
Ovoid ovoid

Good selection of flights, one of which was just perfect for me.

It was great to be able to speak an advisor (Parker) who checked baggage allowance on an around the world ticket with multiple airlines and all this at half eleven in the night. Fantastic service

Carlton Leisure staff have been amazing in sorting out our refunds for the tickets. Excellent service and commitment through out the process. Special thanks to Nick who was very responsive through out the process. Look forward to using them in future as well.

Great service from Carlton Leisure - Alwyn was able to sort out my wrong booking and negotiate a correction with the airline at no further cost. Many thanks!

Very helpful staff and good low price, will use again :)

Spoke to Nimi, excellent customer service. Number saved - will be using again.

This place is a joke. worst customer care experience I ever had in my whole life. few week ago I contact them to apply Indian visa Miss chathu was the person who consult me before i pay their fees they ware really good to me but afterwards she didn't even answer my phone or she wasn't unable to call me back for 5 minutes then I didn't have any choice I contact the Indian vfs office in uk and I explain what has happened then they said I can collect my passport if I can provide some id prof so I went there and collect my passport by my self just before I collect my passport I called her again but the person who answer the phone came with the same answer (miss chatu is busy) then I collect my passport after I collect it I got voicemail for her but it was two late then she call me back after few day and ask me did I collect my passport and then she said that she didn't get my msg this really bad and careless customer service I don't recommend this place for any one (-5*)

Dodgy travel agent requesting for scanned copies of my passport, credit card (front & back) and bank statement? I don't think so!!! Beware!!!

Horrendous company. No morals during a pandemic. DO NOT USE THEM.

They will reply to this message saying they have noted this and to send an email to prash or someone but another member will reply and just ignore the complaint and state the same thing again. DO NOT THINK BECAUSE THEY REPLY HERE THEY ARE TRYING TO HELP. This is just a ploy to make people who see the review think they are not as bad as everyone is saying.

Brilliant service and helpful to get holidays planned

We used Carlton Leisure last year to book our flights for a corporate event.


But we will not be using them again!!! Strongly suggest travellers to avoid.

As an online ticket agent for competetive fares they are very good. The e-tickets were on the airline system very quickly.

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.

Absolutely horrible experience, their refund policies are really bad firstly they process the refunds after 5 weeks and then they make life so difficult for the customer, they send you a form and ask you to sign manually and then scan and send them back and then they will start their process of refunds
Seriously no more booking though them guys if you don t want all this hassle then stay away

Exceptional customer service..!!

Mr John Joy is a great personality who always goes that extra mile to help me in finding the right ticket and of course the right pricing.

John is very patient and had always listened to what I have to say. It s been an absolute pleasure working with Jon and I must have used John s service for about 10 times by now and every time I get outstanding customer service from Mr Joy. I will certainly recommend anyone to try and use John s service for all their travel related needs.

Kind Regards
Yasmin Thaslim
United Kingdom

At this difficult time I have had to deal with a number of flight agents and with the exception of Carlton Leisure they have all done zero to help me. The wonderful Udi has been in touch throughout the process of my flights being cancelled and then trying to get a refund from the airline. All my enquiries have been responded to promptly and I now have my refund. I have nothing but praise for the service I have received and hope in the future to book through this company again. Thanks Udi!

Amazing service
Remembered vegetarian meal for flight and decent hotels for decent prices!

Very helpful. Spoke with Karry. Sent me the tickets within hours and phoned to confirm this.

STAY AWAY!! I WISH I COULD GIVE 0 STARS.

DO NOT BOOK ANYTHING WITH THIS COMPANY.

This was the WORST travel booking experience I have ever had. I have never reviewed anything before!! I WISH THERE WAS A WAY I COULD MAKE EVERYONE AWARE!! I have made Google an other accounts just to get this message across and hopefully save some people!!

Rude, nasty staff. Messed up our booking multiple times and we lost our cheap flights we had reserved. All we booked were flights - thank GOD nothing else.
WHAT A HORRIBLE EXPERIENCE!!

They are completely incompetent, completely unprofessional in every single way possible. Even my boyfriend who NEVER complains can not believe this is a company that is actually operating and receiving service. Everything is ridiculous, even their phone manner. I am sure if you just make 1 phone call you will see!!

I honestly have NO IDEA how anyone could give this company a remotely positive review!!

excellent service and This is one of best customer service I ever had even after she (Rachel) helps me, she called me to make sure everything is okay that is job well done thank you very much Rachel.

Great online service and good prices, book tickets and fly away

Great support from Kevin at Carlton Leisure
Very supportive and solved my issue in no time
Very friendly and kindly staff
Will definitely book again with them and recommend them to others.

Excellent efficient service in booking our tickets. Thank you very much Oscar!

They've kept my money for over 1 month. They lie non stop. It is the worst customer service experience ive ever had in my life.

Absolutely awful company! DO NOT BOOK THROUGH CARLTON LEISURE. Cannot be trusted, will not give refunds, they lie about everything. How this business is still allowed to be running is beyond me. If you d like to read more about the shambles, visit the complaints page on Facebook. This company are removing all trust pilot negative reviews and replacing them with 5 star reviews. Do not be fooled!

I have been availing the services of Carlton Leisure for some time now and my experience has been wonderful with them especially when it comes to customer service. I have always spoken to Parker whenever I booked my tickets. He is quite professional and always helped me with my queries. He has excellent skills. Highly recommended!

Karrie was very professional and helpful while booking my flights thank you

Excellent customer service since 3 years and always very competitive

I have been dealing with Carlton Leisure since year 2009 and I always had one contact person since I have started using their service. Mr John Joy is a great personality who always goes that extra mile to help me in finding the right ticket and of course the right pricing.

John is very patient and had always listened to what I have to say. There are occasions where I had to change my booking a few times before I gave him the final confirmation and I really appreciate his patience and consideration on all occasions. It s been an absolute pleasure working with Jon and I must have used John s service for about 10 times by now and every time I get outstanding customer service from Mr Joy. I will certainly recommend anyone to try and use John s service for all their travel related needs.

Kind Regards
Thaslim Kaja (Taz)
United Kingdom

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....

Excellent communication and competitive pricing. I spoke to Jimmy he was brilliant

They sold me return flights that had a stop over/transfer of 30mintues. I rang them to confirm if this was valid which they needed to check with the airline. After several days they told me the connecting flights had a change in departure time and needed to check with the airline again to see what can be done. After several more days they told me I needed to book new flights (with the same airline) at additional cost and not on my original departure dates. I asked for a refund which they told me would take over 6 weeks to process and that I would need to pay a cancellation admin fee. I had no option but to book the new flights as couldn't wait 6 weeks for a refund to then book cheaper flights with a different airline.

Absolutely absurd that they can take money in less than 5 minutes but cant refund for over 6 weeks for flights they sold which were invalid. All these people do is pass costs on from the airline and provide pathetic inept service! Always book with the airline directly!

Not ABTA approved. Cannot write invoices without mistakes.

Lovely service and well mannered staff. Thank you for your lovely service and will be booking again.

absolutely appalling, once they have your money- THEY DON'T CARE

we had a problem with ALL OF OUR FLIGHTS as we booked multi-city.

UK to AUS: we were told to not bother with a visa by carlton staff as it was not needed. Got to the airport and were told we could not fly, luckily airline staff were prepared and helped us out.

Cairns to Sydney: Calrton had told us the weight allowance for all of our flights was the same- which is essential as we still had the same luggage as leaving London. Got to check in desk and found out our allowance was 10kg less than previous flight. This was a disaster and very expensive for us.

Carlton had reserved my flight from AUS to NZ with an Jetstar, but booked with an another airline. They failed to update my itinerary so when I got to the airport (online checkin hadn't worked the night before because I wasn't actually booked with the airline they had told me) for check in, I was told the money for the ticket hadn't been paid. the airline quoted me 5 times the fee had it been paid earlier, and I would have no choice but to pay as I needed to catch the flight. Not to mention, I had already actually paid for a flight, but it was with a different airline. Didn't even hear a peep from Carlton, let alone an apology or any form of compensation. Once they've got your money for your booking, they don't care. Don't book with them, it's not worth the hassle.

Had the same problem returning NZ to AUS and had to visit 5 different check in desks to find where I was actually booked with.

Currently trying to change my flight back to the UK from AUS. I am having to resend or chase up emails after a few days every time, so it's about 10 days before I get a response for my original question. Once when I have called in a girl clearly didn't take a note or message for me to call back ( lost time again) and some staff have very poor english. In a customer service job as technical as this, having poor english really isn't good enough. Time is money, so you lose out every day on changing or booking new flights!!
After each incident Carlton has shown no redeeming action.

Avoid avoid avoid! Terrible communication. Don t reply or are difficult on purpose to avoid paying refunds. We have been waiting months. Will never use again.

This company is trying to charge a cancellation fee to pocket money for themselves when our flight has been cancelled by the airline. Trying to make money out of a global health crisis where people are dying is one of the lowest things a business can do and I have got in touch with my Solicitor and credit card company to pursue this. They will be hearing from my legal team!

Showing wrong price online.when contact different price .

Book only when you are not going to make any changes to the travel.
Once you need to amend your travel they charge you ridiculous

Booked our flights through them - Oscar helped us navigate the increasingly complex options and sorted us something better than we expected for our limited budget.

Tried to charge 1/3 of the cost of flights as admin fee for cancelled flights due to covid and since have been unresponsive and uncooperative towards a full refund. No clear customer communication or helpline

So poor service did give me lots problem booked my ticket online as its easy and quick but then they send mail to call my bank and get authorisation code which thay alredy have and copy of driving licence and copy of your passport its take me about hlfe day to clear what they ask me to do after they booked and hold my money if you dont do what they saying will threat of cancel your booking and already holding my money
Staff is so rude threat me 3 to 4 time they will cancel my booking and God knows when will get refund

all above accounts below are fake, created to give false positive scores

All done on line very quickly. E ticket arrived within a couple of hours. Was on the airline booking system immediately I have booked it before the ticket was issued

Jazz helped my husband and I book our flights to Sri Lanka. She was really helpful and worked really hard to find the perfect flights for us! She made sure the overall flight time and time spent during the lay over were minimal. Most importantly, Jazz offered the best rate! I looked everywhere but she offered rates even better than I found on the internet.

Thanks very much Jazz

Thank ypu so much Vince for helping me with my reservation and changing the date for me so much. I am a student on a budget and you really helped me out.

Thank you again Vince

Fraudest Travel Agent and and cheating services, money grabbers. God have to bless them. Staff always saving management as well management saving the staff. Same side goals for customers.

This company is a shambles. It is worth paying the little extra and booking with airline direct. These guys have made the ticket booking experience a nightmare. Them blaming the airline and the airline blaming them.

We never heard back from these guys for days whilst we were out in Dubai regarding our return flight and ticket maiden name change.

These guys are incompetent. Avoid

Profitability is high for this company according to their filed accounts. This money is clearly not going into developing customer service however. They have an inability to pick up the phone or answer emails. Disgraceful. Avoid.

I had to travel with my family and required tickets with different return dates. But Nick the travel agent was really brilliant and sorted everything seamlessly. The tickets arrived in time and now we are all set to go.

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.

HATE IT. terrible service. trying to contact them but cant get hold of them on both contact number and email

We had 2 flights each cancelled on us due to covid, however when a flight is cancelled you're entitled to a refund. We have been trying to get a refund since March 2020 and now the company have become completely unresponsive. Whilst we are left out of pocket. They told us it would take 6 weeks, then 14 weeks, then 6 months, now silence. They stop you complaining by refusing to let you speak to management. They are so unprofessional, this entire situation is so upsetting. I cannot believe this company is still operating when they have zero customer care skills. They will take your money and you'll never hear from them again,. We were stuck abroad during a pandemic and they ignored us.
Please avoid buying flights /holiday through them as it will cause you alot of upset, stress and financial loss. I would give zero if it was allowed. My next resort will be issuing court proceedings as I will not be letting this go.

Ted was friendly and very helpful. Appreciate his patients.

Scary how poor the customer service is. Communication is slow. Needs reminding 2 or 3 times to answer queries. Won't provide receipts for payments (not sure this is even legal). Seem to be exasperated at having to answer the phone. They get one star because I do have confirmation of my booking from the airline itself. Definitely wouldn't use again.

I had a really good deal in flight as well as accommodation. Parker/ Karry provided the best service and for sure I will contact them again in the future.

Was directed to their website via Skyscanner for a multi-city trip. Website easy enough to use, but 2 legs of the flight didn't have any checked in baggage (no option to add during booking, Carlton website advised to book with airlines).

When trying to add a bag on BA's website I wasn't given the option online, so called BA and after a lot of time spent on hold they are adding it to the booking manually. Between calls trying to sort this out I phoned Carlton Leisure who were no help at all.

Would advise that anyone books directly with the airline instead so you have full control over your booking, wouldn't book via a third party again.

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.

This company is a bad joke. They took my booking, took payment and then told me two days before I was supposed to fly that there were no tickets. At least they refunded me but I had to book elsewhere at astronomic last minute prices. A bunch of clowns, avoid

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!!!

Easy to book, very helpful online chat service that has picked up any queries we've had. Very responsive.

SHAMBLES!
If i could give this company no stars - trust me i would.
still no refund we were due to fly 4th July and again told like many people we would receive part refund in 5-6 weeks and the other 10-16 weeks. yes you've guessed it still no refund. i think they make it up as they go along.
DO NOT USE THIS COMPANY!

That s what I was expecting from the travel company as last year I booked flights to Detroit with some different company and left stranded at the airport because the travel agent didn't have courtesy to inform me. God job Harry keep the good work going.

This is by far the worst company I've dealt with, I advice doing business elsewhere.

terrible - flight times were moved so we had to cancel and 4 months on we still don't have a refund

PLEASE DO NOT USE THIS AGENT, ABSOLUTELY APPALLING SERVICE, ZERO CUSTOMER SERVICES , I CANNOT BELIEVE THIS COMPANY IS ATOL REGISTERED AND I WILL BE GETTING IN TOUCH WITH ATOL ALSO, I CANNOT BELIEVE HOW COMPANIES LIKE THIS ARE ALLOWED TO TRADE AND BE ATOL APPROVED, DISGUSTING

Oscar was amazing and spent a lot of time to tailor make my families flight times and departure airports perfect for our holiday. I would thoroughly recommend this travel agent. This is the second time I have used Carlton Leisure and is fast becoming my go to website.

The worst customer experience possible. This company is attempting to commit fraud! I booked flights for September 2020 with Carlton Leisure in Jan. April I get a new flight schedule due to COVID-19 and I replied as asked that I agreed to the new flights. I then get told that the airline had cancelled the flights. I had to confirm if they meant the newly scheduled ones and was told yet again it was all cancelled at the airlines end. I contacted the airlines who confirmed it was CL who cancelled the booking and the flights were still operating. CL are asking for me to initiate the refund and agree to their admin charges and keep trying to manipulate its customers so they can profit from this situation. I havent cancelled and neither have the airlines so how am I liable to the admin charges? It is my statutory right to a full refund as CL have failed to provide the service we entered into contract. Then I find out they applied to the airline for my refund without my authorisation even when I expressly told them to have me on the alternative flights that were available with the airlines. AVOID THIS COMPANY as they are immoral and unscrupulous. No doubt this will be reported within a day or 2 to prevent any negative feedback being displayed.

I would give 0 stars if possible. Following cancellation of my flight Carlton Leisure are refusing to obtain the refund I am legally entitled to. I have contacted the airline direct myself who have said it is possible to apply for a refund but Carlton Leisure are refusing despite me telling them this and pointing out the law - I can only assume this is a scam.

Nick at Online chat answered my query quickly and efficiently. he gave me lots of useful information so I could resolve my problem.

Just a nightmare, there is honestly no other way to sum it up.

Nobody speaks particularly good English, and you are just sent template emails in response to queries.
It has now been two months and I've been refunded nothing, despite the fact that Carlton Leisure received the money back from the airline within a week of the cancellation.

No warning of no checked luggage...

Carlton Leisure booked final leg of 3 leg international journey without checked luggage!!! No warning on Skyscanner or Carlton Leisure website of the difference.
Carlton Leisure completely unwilling to remedy the situation or to offer any assistance. Blamed me for purposely selecting a flight without checked luggage!!
This is a clear cut case of miss selling and will be making complaint to trading standards and considering legal action

Watch out brought tickets in January asked for refund after airline cancelled flights wanted to rebook another flight for me and charge me seventy five pounds to do it. Booked with credit card so got money back.