Carlton leisure is very poor at customer service. Their services are very inefficient and although they are suppose to be the middle guy who eliminates the hassles of booking airtickets directly with the airline company, yet they create more troubles and inconvenience for customers. I booked an airplane ticket via Carlton Leisure whilst my friend booked his directly with the airline. When the flight was cancelled due to bad weather conditions, the airline immediately published an announcement that all flights including mine was cancelled and that immediate rescheduling was free and available to passengers. My friend immediately called the airline and had his flight changed to what he wanted without any hassle at all and immediate. Thus, I called Carlton Leisure to change my flight immediately as I had to do it via them since I booked mine via them. They kept telling me it's not cancelled when the announcement was all over the airlines website, and then they kept saying that the airline has not confirmed rescheduling allowed for them, and told me to wait until the next day and will definitely get back to me. The next day, nobody got back to me, and I rang customer service a few times getting the same response everytime telling me to wait. Until the third day, I ran out of patience and called the airline, and they told me that my desired flight was already fully booked (Why? Because every other customers and agencies had done their flight rescheduling, except me) and I couldn't get it because of not changing earlier when It was Carlton Leisure who kept telling me to wait and wait resulting me not being able to change to the flight I wanted. During then, the airline took the initiative to Reserve the tickets for an even later flight for me, but I had to call the agency for them to confirm the change. Called the agency, AND THEN FINALLY they took the initiative to call the airline and work with them to change it for me. And because of all the waiting, I had to incur more accomodation costs, airport tax levies, taxes, and so forth. If the agency had been more proactive and changed my flight as soon as I called them for the first time, I would have gotten the flight I wanted and wouldn't hav incurred more costs. In the end, they put the blame on the airline saying no instructions were given to them. When the airline had gave all the instructions to ALL agencies including them right from the start when they made the announcements. This agent is very irresponsible, ineffecient, slow, lazy and kills the very purpose of having an agent. Strongly not recommended. Never book via this agent and just do it directly via the airlines.