Carlton Leisure (UK) Ltd. Reviews

A very good company and great people to deal with who are specialise in travel industry. I have used various travel companies in the past but dealing with Carlton made the travel booking experience less hassle and pain free.

For more than 10 years I am a regular customer of the Carlton Leisure Company and have found them always accommodative, knowledgeable, helpful and efficient. This was especially the relevant to this year booking where I had to book my flights at short notice under different circumstances. The process was carried out smoothly and entirely to my satisfaction (although they had to change the schedule several time to accommodate my requirements). Special thanks goes to Abhi who is very attentive, polite and efficient. Highly recommended.

Extremely poor customer service. I suggest you do not book through this agency as they are just out to scam customers by placing hidden charges on bookings. Please book directly with airlines or a different site, it is worth paying extra to actually be able to amend your flight details.



It is safer to book through the airline or another trusted site and pay an additional 10%. I urge all customers to stay far away from this agency because they are only out to make money and are unwilling to help their customers. Absolutely disgusting.

We have been using Carlton Leisure for a number of years now. Angela has always been extremely helpful and has helped us plan some lovely holidays to Dubai, Thailand and Europe. Very competitive prices and an excellent customer service.

Disgraceful behaviour profiting from a global crisis.

I was in the US and advised to return by the government.
I had a Virgin Atlantic flight booked for 2 weeks time that I wanted to bring forward.






Carlton were simply profiting from the situation (or attempting to)

Absolutely vile company, lets hope they go under!

First time using Carlton Leisure. Booked my trip to US and Nick was very professional. He was extremely helpful and was able to find me an amazing deal. My tickets were booked for exact dates I wanted . My e tickets was emailed in 48 hours as promised . I would definitely be using this service and would recommend to friends and family .Thanks again Nick .

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!!!!!

Bunch of cowboys. Could barely understand the chap we spoke to and he lied about the total cancellation charges. Please avoid and pay an extra 10% to go direct with the airline then if you do need to make amendments you won't get your pants pulled down or you might actually understand the implication of making changes. You also may actually be able to have a clear conversation going through a reputable company. Ended up doing some research on the owner and it seems the company follows suit with its shady antics.

First time booked my holiday with Carlton Leisure. Received great Customer service from Oscar.

i found carltonleisure through skyscanner as their price on that site was really low. their customer service was also good.

All the accounts below are fake, created to give false positive scores. Large numbers of people had and have problems with this company; poor customer service, wild price quotes to change flights that the flight operators don't even charge More

If there was a 0 star button I would use it. DO NOT USE THIS COMPANY, THEIR CUSTOMER SERVICE IS APPALLING AND TRYING TO GET ANY KIND OF A REFUND IS LIKE BANGING YOUR HEAD AGAINST A WALL.

Booked a flight to Nepal with them which obviously had to be cancelled because of the earthquake. Despite all airlines issuing refunds on these flights, trying to get my money back from Carlton has been like pulling teeth. Took roughly 8 phone calls before I managed to get confirmation that the flight could be cancelled. Every time they told me they needed to liase with the airline and would call me back. I managed to call the airline myself in about 5 minutes, they told me that because of the earthquake there was absolutely no problem with cancelling the flight and refunding it and this was happening as standard.



Unprofessional, absolutely hopeless customer service (the calls are routed through a particularly poor call centre in India so the average conversation goes "Hello, I need to cancel my flight and rebook a new flight to a different country" "Yes ma'am, you want to change the name on your ticket?" Seriously.) Stay well away from these clowns.

I ve travelled a lot during my life and this is by far the best customer service I ve had. Carry was very helpful and is polite. He explained every detail and was not rushing me the prices that I was looking for . He answered all my questions without rushing it and very kind and the best customer service I had and he did he s job right . I was very happy with everything and satisfied.

I have booked a holiday for this summer, have been responded adequately to all my queries. Now I have completed my travel and it was a pleasant holiday where I was given all the services as promised or even better.

I wouldn't even give them 1 Star if I could. Shocking company. Absolutely thieving people. Lie about everything. Unprofessional. Rude even. I will never be using them again. And if you had any sense you wouldn't either.

Really good services you have been offering. Awesome!

Booked a multi destination holiday through Carlton leasure. Great service from OSCAR who booked me the best possible price. He went above and beyond to get my flights booked as quickly and easily as possible.

Very good and fast service from Karry to book flights for a multi-city trip

Excellent service. Fast and reliable. Autocomplete changed my name to just my initial, which an employee spotted and emailed me withing 10 minutes of my booking to check. They changed the booking for me immediately and without a fee to change the details. Great service and I would highly recommend.

Carlton leisure is a very bad travel agent. I bought tickets from them through skyscanner and they displayed low fare tickets. This convinced me to purchase them. 10 days later the airline contacted me and informed me that the tickets I bought from Carlton leisure was not sold for a sufficient price so they cancelled the tickets. They said the low fare tickets you bought from Carlton leisure did not exist so we had to buy expensive tickets again. Unfortunately I have to give 1/5 stars if there was an option I would give ZERO STARS. Please don t waste your time and money buying tickets from this incompetent travel agent.

Great customer service is when you actually do the effort to listen to the customer and give a comforting response. Added bonus is if you explain to the customer what you're about to do to help resolve the query and that's exactly what I received from Nick the Travel Consultant at Carlton Lesire.

I booked a ticket from london heathrow to Dubai, the staff made me feel welcome and listened to all my requirements. They made sure my trip was special especially as I was celebrating my 5 year anniversary. I recommend Carlton Leisure for all those celebrating a special occasion as the staff make sure your trip is exactly how you picture it. Thanks especially to the staff for helping make mine and my wife's dream a reality. We will be booking through Carlton every time for the near future. Thumbs up from us!

Worst travel company ever. We booked our flights to Sri Lanka last year which were recently cancelled due to COVID-19. As no flights were going to Sri Lanka at the time we expected our flights to be refunded in full or to be given the More

They are quicker, cheaper and clearer than booking online! Joseph and all the staff are fantastic.

Would leave 0 stars if i could. My flights have been cancelled and they are trying to deduct a fee off my refund when I am entitled to a full refund. They're taking advantage and ripping people off during COVID.

This company make mistake in your ticket and asked very big amount to amend your ticket. They do this purposely to charge more from the customer. Avoid this company. They are fraudulent peoples. They have address in UK but operating from More

Smooth and easy checkout at lowest price I found online. Recommend if on a budget

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.

Really good Service from start to end, Jeevan spent a lot of time with us from start to the end of our journey, What stood out most is the after care of checking if we had a good trip was really nice of him.

Shonky travel agent. I have been waiting nearly 4 months for a refund. Go check out the Facebook page Carlton Leisure complaints to see the amount of people currently struggling with trying to get their legally entitled refund. Go elsewhere or burn your cash.

Ripping off customers during COVID-19.
Not adhering to the Competition & Markets Authority guidelines on refunds and cancellations during COVID-19.
Not adhering to the Consumer Rights Act 2015.

I mean I ve booked with them twice purely because they had good deals. But both times I have booked there had been two sets of changes to my booking. The worse part was that both times the second change was NOT informed. Both time my lack of trust made me want to check if my booking was okai. And both times realised it had been changed without any knowledge. It gets very frustrating when you don t know what s happening.

Had great service from the Live chat - able to bespoke my flight bookings, which made them cheaper than all other flight companies (even though the other companies appeared cheaper on comparison sites). Plus service gave me greater confidence that I was making the correct selections. Thanks

Fantastic hard working team at Carlton Leisure, really go the extra mile to find the best deal for you and to ensure your trip goes smoothly as possible with no issues. Highly recommend.

Avoid at all cost. Ok if things go well but if airlines cancel flights you in trouble, airline will give you a full refund but this cowboys wont give you a full refund and wait for months for any refund.

They will reply to the review being sorry and ask to contact a email (Prash). Waste of time as they will say the same thing so why post about contacting them to help solve issue when being told same thing again.

This is the first time I booked with Carlton Leisure and was impressed by the level of service they provided. I found their rates very competitive. I would highly recommend Carlton Leisure to my friends & family and of course will book all my future travel with them.

Thanks Carlton Leisure for the excellent service.

Abhi has made my experience with Carlton Leisure the best I have worked with him for almost 9years now

Poorest service! waiting over 8 weeks for a refund when told 6 weeks. being informed the process will arrive tomorrow, then again tomorrow then the next 3 days! They also have no complaint policy! Do not deal with Paul or Sarah....

Booked a round the world trip through Carlton Leisure and then got stuck abroad after the first leg due to Covid. Offered no support or help getting home and after months of trying to get a refund on the remainder of the flight they have gone absolutely silent and will not refund us what we are due. Note for anyone thinking of booking with them - their call centre is not based in the UK (I think its based in India) and they are absolutely useless and unhelpful. Impossible to talk to anyone with any authority. They have taken and pocketed our money and despite the law being on our side will not refund us. DO NOT USE. Always book direct through the actual airline as you are offered far more protection and recourse to action.

STAY AWAY FROM THIS COMPANY.
They charge you for holding ticket or ticket reservation or making an innocent mistake and doesn't reply to you.

Joseph has always booked my flights for me on my annual trip to India,getting me the best price and times on flights.He has been very patient with me changing arrangements and always got me the best deal.

I have booked my tickets online on AirIndia to Colombo. But the payment gateway owned by this Carlton Leisure. Next day morning, they called to inform my booking doesn't appear on airline system. So its advisable for me to book on JetAirways. But the flight schedule was not convenient and i requested to book OmanAir and paid the fare difference. Also updated my passport details on request. Upto this level everything went well.

Then one week before the flight, i called them again to get confirmed the new electric devices rule applies via all Middle-East flights. A staff called Wince answered the phone and said he is unable to provide wrong information and i should call Airline direct.

Travel Agents duty is not just making bookings on GDS, colecting payments, issuing tickets and close the business. They should provide all related information which makes the passengers travel easy. Thats why all the airline update Travel Agents regular basis.

As per my knowledge this rule affects allmost all the airlines via Middle-East and to avoid inconvenience passengers meet at the airport, travel agents should provide these details as a fact. I used to work in the airline industry over 15yrs and that was what we practiced throughout.

What i understood was, after collecting the payment they think their responsibility is over.
The staff is nice to you, until they collect the payment only. Thats how they were trained.
Totally unacceptable behaviour of a Travel company. It's a fact that if you do a booking online, then only you should contact them for any additional info. But if you do a booking with the travel agent, they are the ones contact the airline on behalf of the customer for any inquiry. In my case, only the original booking i made online and it cancelled by Carlton and they created a new booking on their GDS system. So then they should make sure smooth travel with relevant information.

Also they use all fake names over the phone and when you call them next time you cant find the same person there.

I dont recommend this travel company to anyone who would need any after sales service.