Carlton Leisure

clairet201

Hi my husband booked a number of flights to Borneo in Dec 19 with the above company, he was due to fly on 16/4 but because of the foreign office travel advice his flights have all been cancelled. We have approached the above travel
company for a refund and they are refusing, they have stated we are only entitled to a voucher to book at a later date and this will be subject to copious amounts of admin fees. We have looked at alternative dates but the prices have really hiked. It states in their cancellation police that if they have to cancel because of foreign office advice we would be entitled to a full refund, we have also approached Emirates and MalaysiaAirlines who have said we can have a voucher or a refund but because we have booked with Carlton Leisure we have to go via them. We’ve gone back and fourth with the lady stating e are entitled to a refund and she just keeps quoting that there is no automatic right to refund if we return the airline ticket, but we haven’t returned the ticket, they have cancelled the flights ... are we entitled to a refund ? We’ve asked to speak to a manager but they are refusing ... what are our next steps ? 

Many Thanks in advance.

clairet201

picture of their terms

Browntoa

The refund goes to the agent who booked , not the airlines direct.

If they return cash then you should get the cash , if they return a voucher then you should get that.

It's down to your agent to sort

johntin11

Carlton offered me a refund on flights with Emirates.
In my case, a Voucher isn't worth the paper it is written on as my original flights did not have ABTA/ATOL protection. Therefore a Voucher in this instance is still not protected under ABTA. A lot of these Travel Companies will most likely go bust taking the vouchers with them.
The refund offered was minus £50 per person admin, which I fully understand. Also minus £200 per person cancellation fees, which is crazy as I haven't cancelled!! How can I be charged cancellation fees?
If I accepted the refund for 2 people, I will get the total price paid minus £500 for 2 people.
I have now contacted my credit card company and I am going through the process of a full refund through section 75. I have purchased goods that have not been provided.
If that fails I will then go back to my travel insurance company, the above is the course the travel insurance company have instructed me to follow.