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Optiontown, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Optiontown, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/27/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have in ********* 2024 purchased a flight pass with Option Town of 40 flights between ******, ******** and ********, ********I purchased the option that includes all taxes and fees.When I was left with 30 flights to book, the ones from ******** to ****** all of sudden started to include taxes. According to the company, the airport increased the tax fee. Fair enough, so far it was ok. The airport increased 5 per flight according to what I had already paid in taxes (even though, if I were to purchase now a new Flight Pass with 40 flights I would still pay the same price and it would include taxes anyway, but that't a different story). The problem is, for every flight I have to pay this extra 5 of tax, according to Option Town, I have to pay more ***** of Service Fee and 5 of Payment Fee (I can share the screenshots). Meaning that, on top of what I have already paid that included ALL TAXES, I have now to pay per flight around 16. Considering I still have left 30 flights to book, even if I were to book half of them in this regime, means that I have to add 240 to what I have already purchased that, once again, included ALL TAXES. This feels like extortion. As if that was not good enough, it has happened that when I paid this service fee they charged my card but, guess what, didn't issue the ticket!! So I paid the fee of an already paid flight and the ticket was not issued. Contacted Option Town for more than one week now and I still have no response. They don't pick up the phone and they don't reply to emails nor whatsapps. There is simply no costumer service.Business Response
Date: 12/14/2024
This Complaint has been resolved. We have provided the requested resolution to the customer.
Thank you !
******************** TeamInitial Complaint
Date:10/19/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Be careful!!! I have a serious problem with Optiontown. Last year I purchased 20 flights from ********* to ***** for a total of $7,000. Unfortunately, there is a contractual issue between Optiontown and the airline, which has prevented me from using any of the flights.For one year, I have been trying to get my money back, but all my attempts have been frustrating. I have sent numerous emails, of which more than three-quarters have been ignored. The few responses I received were unhelpful and did not offer a satisfactory solution.I even contacted a lawyer in the ***, and i wait!I want to urgently emphasize: Be careful!Business Response
Date: 10/22/2024
Dear Team,
Greetings!
We are already in touch with this guest in reference to the Flight Pass refund.
Kind regards,
CustomerCareInitial Complaint
Date:09/29/2024
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In early September I purchased 2 flight passes for 2 people, on Egypt Air. I had time to pay until September 13, which I did (on September 10). The total value is USD 7,139.-To this date, the payment has not been recognized by OT, and has not been allocated to my flight passes, which means, they show as unpaid and I cannot book any flights from these passes.I entered my payment into the appropriate section on their website, I sent a number emails, I tried even to call them (their numbers in the ** and UK are fake, nobody answers), but until now, I have not received any response form them. It seems there is no customer service team in place, which probably would not even be needed if their admin was working properly.I finally asked for a refund, but, obvioulsy, no response either.Based on my experience, I consider this company a fraud and all I want is my money back.Customer Answer
Date: 10/10/2024
I have not heard from the business in response to my complaint. I have contacted them directly as well, but it seems they don't have a customer care team, or they simply can't be bothered by their customers' dissatisfaction in their service offerings.Initial Complaint
Date:07/20/2024
Type:Product IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've made a payment to OptionTown on the 07/03/24 for over 5000 USD for a flight pass of 20 round trip flights.Flight pass number- ********** Suddenly, after over 4 months, they're requesting an additional sum of 2312 USD, for no legitimate reason other than "miscalculation".Obviously, a company cannot do such things after making a commitmment, especially after such a long time.I have continued to use my flight pass with no issues, until OptionTown decided, 2 days prior to my return flight back home, cancel my ticket without notifying me. I only found about it a day before when I tried to check in.So not only they're requesting a huge additional sum, they're further harming me financially by cancelling my tickets, right before my return flight, in a way as such I would have to book a new ticket at a very high price a day before the flight, just go get home.There's no excusing this behavior.Business Response
Date: 07/21/2024
Dear Team,
Greetings!
We are coordinating with this customer and will resolve his query as per his satisfaction.
Kind regards
Customercare
Customer Answer
Date: 07/22/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I've reviewed the response, and it was only an automatic lip service response "We are coordinating with this customer and will resolve his query as per his satisfaction."
No one has been "coordinating with me" and they are still not honoring the commitments they've made.
Regards,Yoav
Initial Complaint
Date:07/12/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 8 flight passes on Ethiopian Airlines for two people from OptionTown in March 2024. I used 4 passes to book two round trip tickets from ADD to ***, flying out on June 28 and coming back on July 15. The tickets were issued and I flew the ADD to *** leg. When I tried to book my seats on the *** to ADD on July 11, I dont see my return tickets on the same booking any more. I reached out to OptionTown immediately and found out my that the remaining four passes are ON HOLD. I was told that they would let me know the status of my booking and passes asap. Two days have passed, I tried to message and call the customer service but no response. My flight is departing in two days and OptionTown has not been able to confirm what happened to my booking and why. I checked with Ethiopian Airlines and was told the return trip has been canceled by whoever that booked it. I couldve shown up at the airport at midnight on July 15 and found it out.Business Response
Date: 07/18/2024
Dear Team,
Greetings!
Please be advised that we are coordinating with the passenger on this.Kind regards
Customer careCustomer Answer
Date: 07/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
OptionTown finally came back to me one day before my originally scheduled flight and requested me to pay 8 times of the original price in order for them to book my flight back home and re-activate the remaining four passes. I was told it is their technical glitch but I need to pay $28,000 extra. This seems to me a total scam.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Yi
Business Response
Date: 07/22/2024
Dear Team,
The Flight Pass was purchased on less payment and we coordinated with the passenger, however, because the passenger is unwilling to pay the less payment, the Flight Pass is cancelled.
Kind regards,
CustomercareCustomer Answer
Date: 07/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I purchased the eight passes from OptionTown and paid for the full amount that I was quoted. Five months later, OptionTown demanded $28,000 extra as if I owe them money. After I refused and asked them to honor the contract, they canceled all six of my remaining passes. This is a company that advertise cheap tickets, trick you into buying multiple passes, and scam you your money without delivering the flight passes.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Yi
Initial Complaint
Date:03/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a flight pass with Option town for Air Malta. The way it works is, if the flight is available on the Air Malta website, then you can book it through Option Town. If not (sold out) you cant.I booked a return flight yesterday 8am11 UTC+1, however as always Option Town is super slow to move forward so by the time they tried to book my flights, one of them has been sold out.Legally Im not responsible and they are 100% liable as when I booked the flights (and paid for them) they were shown on the AirMalta website.I propose to Option Town some alternatives to fix it, like using the flight the day before (available in business only) or 2 days before (but not from the same airport) and they refused, as they dont understand that its their fault so they need to find a solution to fix it (whatever it is). They keep saying Try again.My lawyers have no doubt that case will be easy to win and to get compensation as it was a very important meeting I had.That complaint aims to find an easy solution for everyone before going to court.Best.Customer Answer
Date: 03/30/2024
I have not heard from the business in response to my complaint.Business Response
Date: 04/04/2024
Dear Team, We have contacted this customer and we shall be processing refund of the unused Flight credits.
Kind regards,
Customer CareInitial Complaint
Date:02/14/2024
Type:Product IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought flight passes through a company named OPTIONTOWN, *********** to book flights with my preferred international carrier, Royal Jordanian. Unfortunately, OPTIONTOWN has terminated their partnership with Royal Jordanian, rendering the purchased tickets unusable with this airline. Instead, they've provided a credit for their website, where there are no alternative airlines serving ******* I want a refund rather than a credit for their website, but they are unwilling to accommodate my request.Business Response
Date: 02/15/2024
Dear Team,
We are coordinating with the customer on this.
Kind regards.
CustomerCareCustomer Answer
Date: 02/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I was asked to reach out to Option Town via their customer service channels, WhatsApp or email. I reached out via WhatsApp, and they acknowledged the issue, promising to reply within 3 to 4 business days. However, it's been 5 business days now, and despite my repeated requests, they haven't responded or resolved the issue yet. Pictures of the WhatsApp chat with them is attached for your reference.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Jehad
Initial Complaint
Date:11/29/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pass 1007XXX661 OPTION TOWN is clearly a scammer company They attract people with very low price, marketing and after payment we are at their mercy; they can do what they want,- Do mafia act, block your pass, ask for more money, Increase their hidden fees when they want.- They pay fake good reviews on the internet or remove bad review - Update their flight pass rule, term and service without notification in a few second.For a summary; we buy an unlimited flight pass en january 2023. When I finish to pay all $37.870, they ask me to pay again $10.000. I refuse so they transform my unlimited pass to a 48 flight pass.ETHIOPIAN Airlines help me to bring back the unlimited pass so as "punishment".- Upgrade gradually their hidden fees for booking flight +****% ($21 to $406)- Upgrade fees +$50 for change or cancel flight - No-show: before $200 with rebooking now $250 or $500 and cancellation - *************** the one-year subscription with their fake manual verification or create fake technical issue on their application so you cant book a flight ET fuel Surcharge was already pay on our $37.000 but in november I refuse to pay ther abusive fees for no show so second punishment they add fake surchage without any announcement.You don't see this charge on your ET ticket plane.We was paying $236 for claim a round trip Now we pay $611 You don't know how much you will pay in that hidden fees and they can update it when they want.My request -Refund $3810 abusive additional fees and bring back the old and normal fees -Extend 50 days lost to pass ********** (new end date 7 March ****) Or refund $5187 ($37.870 / 365 days = $103.75 x 50 days)Customer Answer
Date: 12/10/2023
They contact me#
Ask me to accept the situation for Airlines surcharge. Or it's already include on my payment
Tax Not Included
- Under this option, the taxes are not included in the Flight Pass and You need to pay for taxes, fees and surcharges levied by government, airport and otherthird-parties at the time of flight booking. The Flight Pass price only includes the base fare and airline surcharges including fuel surcharge
they block my pass, we can't flight anymore
Their response
**********
You have sent multiple queries regarding your previous purchase and therefore your queries are under review right now and you would need to wait until the review is finished. In case you wish to withdraw your previous queries, then you need to send us an official email stating the same.
Business Response
Date: 12/11/2023
Dear Team,
We are coordinating with the customer to resolve the issue.Kind regards
Customer careInitial Complaint
Date:11/12/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I asked Optiontown if ****** replace one name of the passengers in my Pack, the answer was no, so I paid to have an additional passenger (78 euros plus charges, 84 euros in total) on day 6th november. While entering the data (on day 7th november) of the new passgenger my computer assumed my name due to automatic filling, althought the date of birth and identity card was from the new passenger. The moment I realised that, I contacted *********** to correct the name. They say it was not possible and so now I have two passengers with my name but with different data. I insisted again with Option town to change the name of the 4th passenger on the very moment I was aware of the mistake. I am not in bad faith and I am not cheating Optiontown, still the answer was no. I need help. I am trustworthy person i would like to be treated like that.Business Response
Date: 11/13/2023
Dear Team,
Greetings!
We are coordinating with the customer to assist with his query.
Kind regards,
*****Initial Complaint
Date:10/03/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Just paid 700 EUR Option Town to get a flightpass with Airmalta. After the payment, nothing changed, no pass appeared in my account.They don't answer call and emails, looks like a scam.Business Response
Date: 10/04/2023
Dear Team,
Please be advised that the payment has not yet been charged; it is still showing as pending and settled yet, and we are working on this with the customer individually.
Kind regards,
CustomerCare
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