Aisyah H.
I am very disappointed with the Ticket Escape Penang
I am very disappointed with my experience booking tickets with Escape Penang. I made my reservation 5 days in advance at a price of around RM140 per person. However, my booking was suddenly cancelled, and I was told that the selected date was unavailable. What is frustrating is that the same date was still available for booking afterwards, but at a much higher price of over RM200 per person. This gives the impression that my booking was cancelled simply because the ticket price had increased. On top of that, the customer service was extremely slow and unhelpful. Messages took a long time to receive a response, and no proper solution or explanation was provided. As a customer, I expect confirmed bookings to be honored rather than cancelled without a fair resolution. This experience has been very disappointing and has affected my trust in the booking process. I hope the management will improve both their reservation system and customer service in the future.
Response from Over The PlanetJun 17, 2026
Thank you for your feedback. We are sorry to hear that you were disappointed with your experience. We would like to clarify that the ticket you purchased was part of a restricted availability. While your selected date was available at the time of booking, availability is controlled by the attraction and can change in real time. Unfortunately, the promotional allocation for that date was no longer available when the booking was being processed. The higher-priced tickets you later saw were from a different inventory and pricing tier, which is why they remained available. Regarding customer support, our messaging system is not a live chat service, and response times may vary depending on enquiry volumes. Nevertheless, our team responded as quickly as possible and made every effort to assist, explain the situation, and provide available options. We also advised on the available alternatives and worked to help resolve the issue based on the information provided by the supplier. We understand your frustration and regret that we were unable to secure the booking under the promotional fare. We appreciate your feedback and will continue working to improve both our communication and customer experience. Best Regards, Customer Happiness Team