Albert B.
Unexpected charges and terrible…
Unexpected charges and terrible customer service My experience with Optiontown has been deeply frustrating. On multiple occasions, the amount displayed during booking has changed by the final payment stage. Most recently, after paying the advertised charge, I was asked for a further ZAR 943 without a clear explanation. The customer service has been equally disappointing. I was promised a response within 24 hours. Almost three weeks later, my original complaint remains unanswered despite repeated follow-ups. All I receive are generic assurances that it has been “escalated.” Separately, a refund for my latest booking was less than the amount charged. The difference was small, but the principle matters: customers deserve transparent pricing and clear explanations. I have lost confidence in this service. Repeated unexpected charges and unanswered complaints are unacceptable. Based on my experience, I would not recommend Optiontown. Too many arbitrary charges and poor customer service.. Online support is equally terrible/non existent.
Response from OptiontownOct 24, 2026
Dear Mr. Albert Biga, Greetings! Please accept our sincere apologies for any inconvenience you may have experienced. We always strive to provide the best possible customer experience, and we genuinely regret that we did not meet your expectations on this occasion. Regarding the additional payment of ZAR 943, this amount was requested because the selected booking did not meet the eligibility criteria for the Flight Pass. Therefore, the difference was payable to proceed with the booking. However, as discussed during our conversation, you chose not to proceed with the additional payment and requested a refund of the amount paid for the booking. Accordingly, we promptly processed your refund of ZAR 7,117. Regarding the other payment discrepancy, we would also like to clarify that no additional amount was charged beyond the applicable payment amount. We understand the confusion this may have caused, and we have now updated the payment explanation on our website to provide greater clarity and transparency for our customers. Once again, we sincerely apologize for the inconvenience and appreciate you bringing these concerns to our attention. Your feedback is valuable to us as we continue to improve our services and ensure a smoother experience for all our customers. Kind regards, Customer Support Team