How to submit a complaint about Carlton Leisure

Lyn56

Hello, I’d really appreciate advise on how to submit a complaint about the travel agent Carlton Leisure Ltd.

In March 2020 I bought return flights overseas. The return was for February 2021 but in November 2020 the airlines involved cancelled the return flight and I was told to seek the refund through the travel agent. Carlton said that it would take 6-8 weeks. I waited the 8 weeks and since then I’ve emailed them over 40 times and called nearly as many times. They have never returned my calls but I have received a couple of emails. Each time they give a different reason for not submitting the refund. I have spoken to the airlines, and they sent the refund when the ticket was cancelled. Carlton do not appear to be registered with ABTA and I have had no luck finding where I can complain. I just think it is wrong that they are allowed to just pocket a refund that was clearly made by the airline. I’d appreciate any advice. Thank you!

bagand96

Too late for a debit card chargeback, but if you paid by credit card and it was more than £100 then try a Section 75 claim. With the credit card.

Failing that send them a letter recorded delivery to their registered office giving them 14 days to issue your refund before starting small claims court proceedings. 

Lyn56

Hi bagand96, thanks so much I'm going to try both options. If I have success I'll post back.