Carlton Leisure Reviews 

Even,I managed to book 3 flights to Austrailia on their website and thats saying something because im really not very good at this sory of thing.

Wrongly booked the tickets and Jimmy Anderson from Customer Support Team was really helpful and efficient! Sort all the problems out immediately! Highly recommend this agent for arranging any travel plans.

great and easy to book and very good prices

The experience with Jeet was very good.He was attentive and took time to find the right flight for me.

Good service

Price , service

Outstanding service accompanied by prompt and insightful responses to each request.

I used Carlton Leisure on 30 August 2026 to book a return flight to Sydney for my wife in October. It was my first time using them - they were a 'recommended provider' on Skyscanner, which is why I trusted them. I also looked at the Trustpilot reviews and saw they were largely positive, so I went ahead. In my case I got very poor customer service at three points in the booking process.

1. At the time of booking.
When booking, I entered my Frequent Flyer program and number on the CL website. The next morning I had reason to contact the actual airline (Cathay) directly over seat reservations.
Cathay told me two things:
a) the ticket had not actually been issued as they were awaiting the payment from CL.
b) the frequent flyer details had not been passed through (and that if they weren't done at time of booking the new Cathay policy does not allow them to be added online later)

2) Telephone follow up with CL customer services.
I contacted CL customer services immediately to express concern over these two points. I was assured that the ticket would be issued within the hour (ie payment made) and the frequent flyer program details transferred. The first was done, but the second one wasn't. This meant that the frequent flyer was not included in the booking - and that as a result I would have to spend £68 on reserving seats for the flight (as the frequent flyer Qantas card would have enabled that for free).

3). I wrote to Carlton Leisure customer services to complain about this matter. No acknowledgment was made of the email. I sent it again, copying in a second email address for the company. Again, no acknowledgement of the email. Over a week later I have still had no reply (9 September today).

Pretty poor experience all round. I certainly would not want to use Carlton leisure again.

I contrast this experience with a booking I made on the same day for a flight for myself to Australia via Expedia. Same flight out via Cathay, but Etihad back on a different day to my wife. I used Expedia as they came up recommended on Skyscanner for that particular flight combo. Expedia was flawless. Ticket issued immediately, my frequent flyer card details all properly transferred to Cathay. No hassle (unlike Carlton which involved too much back and forth and double checking)

NOTE AFTER THIS REVIEW PUBLISHED.
After I sent another (third) follow up note saying I was writing a trustpilot review they eventually called me.
They didn’t take any responsibility. They said the information on frequent flyer status had been now put in the Cathay system (I checked - it had). So there was obviously some glitch that meant it wasn’t there for a day or two - which was the time I did the seat reservations. But rather than CL apologise they just said they didn’t understand. I was surprised by this - I thought they might have done something to recognise the time and hassle I had wasted as a result of what happened. I would still never use them again.

Bait and switch. Flight "no longer available" halfway through checkout.

Quick confirmation received and great price. Thank you!

Good customer service

Ethiad cancelled my flight and advised me to rebook through my travel agency. When I called CL there was barely any wait for someone to answer the phone and when Josh took my call he quickly found my details and offered me my options.

My flights were rebooked and problems solved within 20 mins of my call.

Great customer service

Anthony

I highly recommend Carlton Leisure. I had an issue with my booking, and Jitty was incredibly helpful, professional, and patient. She went above and beyond to resolve the problem and assisted me throughout the entire booking process. Her excellent customer service made everything much easier for me. Thank you so much, Jitty—you truly deserve recognition!

Kathy was very good at her job. Her help was very much appreciated in correcting a silly mistake I made with a book which admittedly cost me £75 admin fee to resolve but I have no one but myself to blame for that. To add ringing up a company like this and getting straight through to someone instead of being on hold was a nice suprise.

Very easy website to use and good response back by email. Will use again.

i booked a flight to New Zealand with Carlton leisure, first up very good price, i then contacted them to make some inquiries about my booking, and spoke to Jazz,and she was fantastic, gave me all the information i required, i would very much Recommend Carlton Leisure.

Very good experience Ricky is top lad help me out and sort out for me refund for my cancel flight thanks

Fantastic service

Carlton Leisure were awful at communicating with us, they sent us emails which were not clear about what was required and then informed us our tickets were no longer available and could only offer tickets at a higher cost. We had confirmed flights with airlines but Carlton Leisure refused to issue the tickets. Carlton Leisure are not ATOL protected and I would avoid at all costs.