Optiontown is a pioneer in the world of travel options. Our vision is to develop unique and innovative travel options that help to optimize value for both travelers and travel providers. Built using our patented technologies, our revolutionary product portfolio includes the Upgrade Travel Option (UTo, pronounced as 'You Too'), the Empty Seat Option (ESo), the Flight Pass Option(FPo), the Flexibility Reward Option (FRo), the Multiple Booking Option (MBo),the Preferred Flight Option (PFo), the Preferred Seat Option (PSo), the Lounge Access Option (LAo) and the Extra Baggage Option (XBo).Our unique technologies are based upon concurrent optimization for travelers and travel providers. Our optimization approach concentrates on the overall value for the parties involved rather than simply on a specific product or service.Visit https://www.optiontown.com/jsp/MTP/MTP_About_Us.jsp
Is Optiontown legit?
Optiontown (www.optiontown.com) has a 3.5 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Travel & Vacation and its reputation is mixed. Opinions are polarized: 64% rate it 4 stars or higher while 30% give 1 star; The business has replied to 6% of negative reviews; 13 of them were added in the last 12 months. Last updated 2026-08-29.
Fraud - Additional costs when you claim your flights
I bought a flight pass for Ethiopian Airlines and booked three flights. The airline gives a detailed breakdown of the cost - flight, fuel, fees. Recently they have changed the name for fuel from "Service Fee - Carrier-Imposed Fuel" to the shorter word "Surcharges". This did not change the total price because the fuel is still the same amount. Now Option Town claims that these are additional costs referred to in the ToC and I would have to pay the fuel again (EUR 430 by the way). I was struggling with the lads in the call centre and will now take up legal actions. This company is fraud! Be warned!
Obviously all fake reviews. I tried to contact them calling their 24/7 phone line, both UK and USA, to change the frequent flyer number of a flight pass. The call gets interrupted after 5 minutes of useless waiting time. They don't answer. The contact option on their website doesn't work, it redirects to the same page each time, ending with an error. I called 10 times.
Reading things around, I am planning on asking for a full chargeback if don't get any answer in a couple of days.
UPDATE 1: I got answer through WhatsApp on a number that I found in these reviews, not mentioned on the website. I was able to change the FFP number I needed. They asked me to remove the 1 star review, I will change the rating if I get consistent support if needed. But for now, only updating it to two stars for multiple reasons:
1) The WhatsApp number is not mentioned anywhere in the website, I was able to find it in other reviews
2) Some Facebook comments are clearly fake, and, most important, most reviews on Trustpilot follow strange patterns. Multiple accounts with 2+ reviews all on this platform. Either incentives or fake accounts.
3) calling the supposedly 24/7 phone numbers yields no results, the call is cut after 5 minutes and nobody answers, across 10 different attempts with different numbers, and those are international phone calls
4) the fees for payment methods are not transparent and 44 euro of payment fees are unseen anywhere, and not mentioned during the booking process.
5) the fees for adding a passenger to a flight pass, are not explained and strangely more than what you would expect by comparing the ticket prices with the different options, and do not scale consistently
6) There are LinkedIn accounts without any tie with OptionTown, no profile picture, standard names, that only repost and promote OptionTown content
I bought passes for $3990 on KQ but was unable to book after the purchase. It took optiontown 3 months to get back to me. very frustrating. However, on the other hand I had previous flightpass which I was also not able to use because of contractual issues between KQ and OT, in this case, a courteous and professional staff from optiontown dealt with my case promptly and I was given full refund as OT credit which I have used on my new purchase. Excellent service.
very bad service, beware! 6 months ago i bought a pass with 20 trip from germany to jordan but due to a problem with the contract between royal jordanian and optiontown i wasn't allowed to book a trip! I've been waiting for 6 months. I have sent many emails to optiontown, until now they have not solved my problem, it cost me 7000 US dollars and I have not been able to use any ticket and now they are not answering! I got my lawyer involved, I hope I can get my money back!
Easy to book flights. You can really save a lot instead of using the regular booking process. Highly recommended for businesses/companies for booking your employees' flights for business and work-related travels.
I did this successfully although it took about 6 months. Best way to do this is through credit card chargeback/dispute. File with your bank and the bank will raise it to VISA/MASTERCARD. Most banks will have the following options for dispute (a) merchandise/service delivered but not acceptable (b) merchandise/service NOT as described (c) the merchant is unable to fulfill the service. If your bank rejects your dispute, tell them they are not reading your dispute claim properly and use the various options for disputes given by your bank. Explain how time-sensitive travel products are, especially airline tickets that have an expiry date. Keep records of emails, phone calls, live chat. Take screenshots and videos if need be.
From a study of complaints found here, some reasons for dispute include:
1) No price protection: Upgrades to get preferred travel date leads to the cost of ticket becoming much, much higher than buying directly from the airline itself.
2) Product rules do not offer customers any protection. (Their product rules are borderline illegal & VISA + Mastercard will form their judgement based on the Product Rules you attach for your dispute)
3) Refund process starts but not completed/ Refund status left pending (while expiry date of flight pass is fast approaching)
4) Website hangs/ inability to book flight pass online via their website (Inability to book online via their platform is akin to service NOT as described/unable to fulfill the service.)
5) Uncontactable
6) Uncontactable in preferred language (no one ever responds for foreign language options)
I successfully disputed even though I have fully paid my credit card bills. I am sure VISA/MASTERCARD can see that customers are at Optiontown's mercy.
I always have great service from Option town. The staff are quick, efficient end endlessly helpful. Many Thanks for making my travel arrangement experience smooth and effortless.
By far the worst company to deal with that take your money then act like they’re doing you a favor they will send you anything in a email just to make to be quiet then they do what ever they want they sent me a email about rebooking my flight and when it was time to rebook no one replied I don’t recommend this to no one by far the worst place to book with
This is company is basically a scam, I will tell you my full experience and you can decide yourself.
I did a first attempt to buy a voucher with them, they took the money and the website crashed. I sent an email to their support asking for my money, they indeed refunded me back after a week.
Then I made a second attempt to buy the voucher, this time was a success. I then tried to use my voucher to book a ticket, the write in their website that they process the request and get back to me within 7 days. It has been now more than 20 days and I didn’t receive any response from them. I have sent 5 emails to the support, tried to call them (apparently they put an invalid number) and also tried the live chat option. Basically no response from them!!!
So they just took the money and didn’t give me any service in return
Update: they issued a refund for me. But still, it was a very stressful experience that I don’t recommend anybody to go through
Second update: they tried to reach me out via Whatsapp to convince me to remove the review. Also it seems that they are tying to push on the website itself to remove my review. Would be a shame of Trust Pilot if they did so….
Change of plane on both journeys meant we didn’t sit in the seats we paid extra for, so we emailed our boarding cards proving this, still no refund, as per their terms and conditions , no response from our emails requesting an update, 2 months later nothing, poor customer service, daylight robbery and we can’t do anything about it
It is the second time that I make use of Optiontown to purchase flight passes. I ran into a problem the second time but after chatting to Victor Morris, he helped me quickly to resolve the issue.
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