Carlton Leisure Reviews 15,252

it was simple and easy booking

They booked about 16 seats for my clients. We requested for the cancelation of 3 of them. They said that the tickets are non-refundable. We asked for tax to be refunded, they offered a ridiculous amount. When confirmed from the airline, the tax refundable was 4times what they offered.
In another vein, the airline cancelled the flight and offered full refund, they used their "discretion to take 50£/ticket. Meanwhile, those 3 tickets requested to be cancelled were not until the official formal cancellation was made. Yet, they claimed, and were adamant that a dubious tax refund offered took place, even in the face of available evidence to the contrary.
In summary, they not trustworthy.

Harry responded to my enquiry promptly and resolved the issue seamlessly which was hugely appreciated considering the proximity of my flight. The service level was excellent. Thank you.

Easy to book and great customer service

Its very easy and worth on booking flights for us. Thanks

I booked with Carlton leisure online, but recently had one of my flights cancelled and was given a flight time and connection that wasn’t going to work with my busy itinerary. Nimi was so understandable and was able to sort the issue in a few hours! She kept me up to date over the phone and was super helpful. Thanks Nimi!!

Simple and straight forward process. E ticket arrived in a timely fashion. No hidden costs. I had a good experience.

Great website and great customer service! I did speak to someone named Jimmy, he was very helpful. Kudos!

Excellent price, service and process!

I am extremely dissatisfied with how my booking and cancellation request were handled.

I submitted a cancellation request via email before the ticket was issued, immediately after noticing a fare reduction. At that time, no e-ticket had been generated. However, I received no acknowledgement or response, and the ticket was still issued approximately two hours later.

As a customer, I find it unacceptable that a cancellation request submitted prior to ticket issuance was neither reviewed nor acted upon in a timely manner. Email is an official communication channel, and there should be a clear and effective process to handle such requests, especially when ticketing is still pending.

The issue here is not only about fare rules, but about the lack of timely response and the failure to properly handle a valid customer request.

This experience has been very disappointing, and I strongly hope that your company will review and improve its internal processes to prevent similar situations in the future.

Excellent Service
Nimi has been an excellent agent whenever I have used Carlton leisure for a number of family and business flights. The service I received has been amazing. We even booked family holidays to Bali / Singapore and Kuala Lumpur. Right from finding the right flights to hotels and any additional service Nimi has been a great help. Even when I ran into any issues due to flights or hotels she has been superb in resolving the issues. I often look at flights on a comparison website but Nimi always finds one competitive. Highly recommend.

nice man, very helpful

Knowing that Carlton do very good deals & having the flight alerts, saves alot of time trawling through sites. It's a great help

Very easy to book flights and a very competitive price

Honest,price

We booked through Carlton Leisure online, but recently had the airline cancel our flight and the automatic rescheduled date did not work for us. Oscar has helped us to be rescheduled onto a different flight and has kept us updated along the way - thank you Oscar!

Booking process and help from Kim. Price is competitive with others.

excellent services

Reference: 8NZYJI / 8NYUTG.
Our multi-city itinerary covering three countries overseas was canceled just one week after purchase, following a simple email notification with no solution or compensation offered. Even worse, it was impossible to reach the agent (twice) by phone or obtain any further information; the team was "too busy" to call us back.

By contacting the three airlines directly, we learned that Carlton Leisure had only attempted to finalize the booking once before canceling it. We then booked the same multi-city flights ourselves in less than an hour, similar conditions. The refund eventually came through, but the experience was appalling and the customer service nonexistent!

Udi could not have been more helpful in sorting our cancelled flight