In the past year, I’ve seen a lot of new travel activities and services booking platforms and Klook is among the most popular ones. I also checked out some of their competitors like KKday but Klook has the most impressive interface and it is easy to browse and book services.
On the homepage, you can search by destination, activity or attraction. Besides, it will also show you some top destinations, popular activities, and curated suggestions based on seasons, festivals and interests. If you’ve already known your destination, you can just type it in and search for all available activities and services. I really love how they present all the content on this page.
Instead of presenting all the available services in a list, you can see different sections for travel tips, popular activities, featured content and guides, and discover some interesting activities. I used the service for my trip to Taipei and it is very convenient. I booked a WiFi hotspot with included 4G SIM card, tickets to some attractions, and even vouchers at restaurants. You can also use the Klook app on iPhone or Android to book the service; The app is also helpful when you need to show the purchased tickets.
Everything went smoothly until we asked for a refund. We bought a ticket for Maokong Gondola, however, we couldn’t use the service on that day due to bad weather. We arrived at the destination and there was a notice next to the MRT exit. That was a windy day and they decided to suspend the service.
Later, I contacted Klook to request a refund and I was totally disappointed with the customer service. The support team is unresponsive and I had to wait 1-2 days for a response. The first email says:
Thanks for your patiently waiting. We have heard from our local operator that for the booking that we could not able to refund since you contacted us late and time is past. Hope your kindest understanding!
I explained the situation and provided the picture above to prove that I couldn’t use the service. After a few days, I received another email:
With regards to your concern for the booking for Maokong Gondola Combo Ticket in Taipei. Please be advised that this is an open dated ticket and you may utilize the ticket on any other date just as long as it is with in the validity date of the ticket which is until March 31, 2019.
The customer service is really terrible. I left Taiwan and wouldn’t come back here next year, so there is no way I could use the tickets. I sent another email asking for a refund but they never responded.
I had good impressions when booking services on Klook but the horrible customer service ruined it all. This is not a scam since I could use all the other tickets but I will try other services due to the bad experience. The average saving of around 10-20% is really not worth the time you have to deal with refunds.
Disclosure: We might earn commission from qualifying purchases. The commission help keep the rest of my content free, so thank you!
WK says
Klook is a scam people! Their price guarantee is not honored!
Hi
I paid $36 for Spa world but it is selling for $15 now in klook.com. I would like refund for price difference of $21, else please allow me to cancel and refund me $36 in full. Please advise.
Thanks
R,
WK
From Klook:
[email protected]
Tue 1/8/2019, 10:33 AM
Hi WK,
Thanks for reaching out to Klook.
Due to the strict policies of the local operator, we’re sorry to inform you that your booking for the 16107 – Spa World Admission Ticket in Osaka | booking reference ID TTT168922 can no longer be cancelled. Once confirmed, no cancellations, refunds, or changes may be made. We apologize for the inconvenience this has caused. Furthermore, please note that Klook’s prices are subject to change without further notice.
Any other questions, feel free to let us know. Happy to help with your travel plans.
Cheers,
Klook Support Team
– – – – – – – – – – – – – –
You can reach Klook Support via live chat (Web)
Klook provides 24 hour live support (Monday to Sunday)
JH says
My flight got cancelled yesterday because of mechanical default. I am waiting for a flight now to go to Narita instead of Narita. Klook is a waste of space. Do not fall for them. I lost a kansai lino transfer, Haruka 300+VIP wristband, express 4 and e-ticket. Avoid this peopke at all cost. Their is no honour in this company. They dishonored customers and pocketed money on hard earning people. Obviously, they don’t reply to your enquiries. If they do. They just shove you on the side and they would not give two hoots about your situation. I would rather directly prefer to deal directly on an honest competitive company. A real face to face enquiries. It is mostly done on internet with no real.person to take to on video calls. And there is no such thing as refund.
william ulloa says
i recently had a similar problem. my fiancee and i were on standby and at the last minute the flight was overbooked. i ordered the puroland tickets and 4 orders of the 72 hours metro pass. i asked for a refund and the responded saying they needed proof that we did not get on the plane. i got a letter from american airlines them selves saying we didnt get on. then they asked for the standby list and our boarding passes. of course i had it and sent it them. after days of no reply, i already know where this is heading. horrible customer service. i do not encourage anybody getting tickets from these people. if anything were to happen you will not get your money back. they keep it. i deleted my account.
Rony says
Klook
They have money sucking machine. If your english not good enough dont buy trough it. They will shallow your money with no time.
I have family that use klook to malaysia. Buy sunway lagoon tickets. It is note in a very small letter you cannot buy more than 10 tickets.
We buy 21 tickets. Were they wrong? Yes ofcource. But klook dont have mechanism to prevent you to buy more than 10. They will accept your money and then they will reject all of the tickets. Yes not just the 11 ones but all 21 ticket.
Then they said will refund the money. Untill now there is not a single email from them.
Good job klook. You dont it again.
Paul says
Klook Travel Australia is a scam people as we paid for the PCR test for our predeparture but klook did not provide any service and we got too much trouble about the last minute booking for the other test.
jasdeep lamba says
After much trauma created by klook… i am here by left with no option but to write a review for klook singapore here…. I must say that klook has detrioted a lot..with pathetic handling of issues…and unsensitive teams…and above all wrong vouchers and pathetic vendors they have in their list…. I took few vouchers before going to singapore via klook…. first a taxi service…for airport pickup .which never arrived… And klook refunded the money for rhat…but beacuse of klook i had a wonsderful welcome at singapore ..and had to wait three hours at airport…after 6 hours of flight….while their mismangement wasted my time… And cld not resilve the issue with vendor…infact velived on liar vendor… As for them the customer is alsways wrong…they have pilicy like this now it sems… Secondly… Their multipass is on no use..infact its a fraud… U will get only one activity out of it…as with their voucher u will be unable to book any other activity…and they wont solve the issue in time…even putting in their knowledge… And wont wven return the money for that… So dont book any service from rhem…nor take any multivoucher from them… And dont expect they will solve any issue of urs in time…. So think before u take any voucher from them… Ur money can be total lost…the klook is not the same…and they have morons in their team…who are highly unqualified and unable to handle things in time…. And it seems klook itself is foing frauds…. After rhe covid times… So try someother service… As it will create a trauma for u if u book via them
Shanice says
Avoid at all cost!! Airport transport
I iterally booked a commercial van on 22/5/2022 (Mercedes Benz V class or similar) considering my baggages before my trip from Hong Kong to London. The vehicle type and the picture of the vehicle shown in the confirmation from klook were exactly what I needed and what I expected. Hence, I thought that it was all done.
Afterward, Taxi2Airport and MiniCabRide were sending me wrong booking details saying 4 passengers and 4 luggage, obviously they got wrong message so that I didn’t confirm them. Nobody reached out to me for clarification and apparently my booking requirement to Klook was somehow distorted.
When my family including 2 kids arrived Heathrow Airport, I didn’t see the driver Meet and Greet so that I gave him a call. The gentlemen appeared 10 mins later and said we had too many baggage when he first came. He said that his vehicle was capable for 4 people and 4 baggage only. I was wondering why he drove a small car because I booked a commercial van ( Mercedes Benz or similar) and showed him my booking confirmation from Klook.
After he realised that I had booked a commercial van, he communicated with his company and promised me his company would send me another driver and a van. Then he was gone and left me in the airport. My family sat in the arrival hall for almost an hour but nobody contacted me. Then, I reached out to the driver’s company MiniCabRide, I explained my situation to a lady operator but she said she had no available driver and vehicle around.
It was an awful experience with Klook. I needed and booked a commercial van from Klook. Unfortunately, it was a small car picking us up in the airport. Having said that, we were travelling with kids as a family of four, carrying our baggages after a long haul flight. The communication mistake and incorrect booking requirement flow led to a nightmare to my family. The driver said there would be another driver and big vehicle come, the lady operator told me no driver nor vehicle would come. We felt being cheated, left abandoned in the airport, no support provided. At the end, I sorted it out by myself even I had been charged.
I contacted to Klook by apps chat and email requesting for refund because they did not provide service to us. Yet, 21 days passed, they said that no refund!!
Updated on 24/6/2022:
One month passed, still no refund, no updated news!! It’s definitely a scam!
Updated on 5/7/2022 (midnight):
42 days passed, I was asked to provide the receipts of my own transport to Klook since they provided NO service and NO support to me. I provided all as they requested. However, Klook still did not refund to me at all!
Updated on 5/7/2022 (AM):
Reply from Klook, they asked me to provide a picture of wrong vehicle that the local operator provided. The thing was, the driver NEVER showed me any car on site, he just verbally “drove a small car”. How can I show to Klook that the local operator did not provide me any service? I already provided the receipts of my own transport, how can I further provide the proofs that things were never exist?
I utilized all of my efforts and time to request refund by Live chats and emails since 24/5/2022, but no one sincerely encountered me and listened me. What Klook do is persistently asking me to provide proof. 42 days passed, the receipts of my own transport were given, thousands of patience and reassurance were shown, but still, NO REFUND at all!
Logan says
Used Klook to book a meal package for Hong Kong Disneyland and it had a long list of restaurants that are included. To redeem the offer you have to surrender the certificated at the entrance of Disneyland where you’re given a new voucher that doesn’t list what restaurants are in vs out. For dinner we accidentally went to a place that was not on the approved list, even though it was cheaper than the place we went for lunch (which was on the list) and even though nothing about the description or location of the restaurant suggested it wouldn’t count. We ended up having to pay for our meal plus being unable to redeem the rest of our Klook voucher. Klook did absolutely nothing to help us and put the blame on Disney. Given that I gave my money to Klook, I expected them to make things right. The bottom line here is that when Klook inevitably misleads you, they will do nothing to fix the situation. Don’t risk it.
Aida Shala says
DO NOT USE THEY ARE A SCAM!
Absolutely disgusting service and they have ruined my 30th Birthday!!! We came to celebrate my 30th in Dubai and decided to book tickets to the Burj through them.
Purchased the tickets to see the Burj on my bday and they couldn’t accommodate on the time I specifically paid for and they gave me very very late hours. I was even amenable to see the Burj a day later. I picked a time and they never got back to me and didn’t receive a ticket. I have chased them and chased them (both via email and FB) and never received a response from them.
I have had to now pay for another two tickets directly from the Burj to see it before we fly out thanks to this disgusting untrustworthy company who have absolutely ruined my damn 30th. So I’ve paid twice to see the Burj and only seeing it once!
I will be pressing legal action and I will leave reviews on every website possible so people are not scammed!!!!!
Mario says
If you contine to pin your hopes on one single experience to meet your expectations, unfortunately you’ll leave yourself with little margin for error. In the future, why not simply buy multiple tickets for different events, or at the very least give yourself that option, a hedge if you will? This will cover you for those black swan events, which we never see coming.
Christy says
Cheating service
We bought 3 tickets to Atlantis Aquaventure on 22 February 2019 which cost 810 UAD and upon ticket counter at the Atlantis they told me these vouchers have been used by someone else. I had to call Singapore office and they offered no help. I asked Klook staff to talk to Atlantis staff to certify the case.
I had to buy 3 new tickets and I wrote to Klook many times to request for refund but now 3 weeks have passed they have not sent the refund to my account.
Anybody know how I can claim my money back, should I write to Hongkong Tourism authorities?
Appreciate your advice
Christy
Carmen says
me too,same case as i bought universal studio singapore 2 adult ticket and one children on June’2019.When enter,the staff told me one of the adult ticket has been used by someone last month.I request my refund back by email until now no one entertain or reply my email
Abhishek Tyagi says
I am writing this review to all those visiters who would like to buy tickets from Klook.
These guys are absolute Thieves. I have by mistake paid twice for the tickets i have bought for universal studios japan. But they said no to refund me back.
AWARE OF THESE GUYS
THEY ARE ONE OF THE BIGGEST SCAMMERS IN THIS ONLINE TICKTING BUSINESS.
I Request Everyone to not buy from them please.
You might get a used ticket or no ticket.
They have no value for their customers.
Oliver Colgrave says
Yeah Hi, I am in the exact same scenario right now
Tin says
Don’t be fooled by the sleek marketing–this travel company does not have your best interest in mind. The flashy Ask Klook feature is supposed to be their 24/7 customer support, but you don’t get a reference number when you submit an issue. This means there is no tracking system for the issues they receive, which gives you an idea how much value they put on customer experience… zero! For all we know, the only people on the other side are the web designer and app developer.
ihit says
Oh about that Ask Klook feature, they really have super rude customer officer. The fella just left the chat halfway when he could not answer one of my enquiry. How rude.
Anand says
Klook is a fraud. They will not refund your money even if you cancel the activity. I had booked an airport transfer. My flights got delayed and I informed them well in advance. They asked mr for the flight delay details, I gave that, but there is no response from them after that. I have been chasing them for 1 month now, but seems like they are not in a mood to refund it. Another instance, I booked a private charter car for 10 hours. They ask me for the places which I want to visit and then ask me for an additional 30 usd / idr 450000 / inr 2200 apart from the normal price. Do not use, this is a fraud. They have a lot of hidden costs and forget about your refund. There is no refund of the amount paid by you.
Gaurav Jalan says
I purchased Suvarnabhumi Airport (BKK) Immigration VIP Fast-Track Service
For 20 Mar 2019
Booking number: KFM868719
FRAUD
in one word FRAUD !!!!
I booked this service for me, my wife and my child,
I paid for total of 3 persons.
my flight was on time, and there was absolutely no one on airport from Klook.
I spent around 30 minutes asking to different counters showing the Klook voucher,
button one had clue about this.
Finally I reached the Fast track counter,
and I got in a long line, and after about 30 more minutes,
I was attended by immigration officer,
and I had to pay 200 Bhat x 3 = 600 Bhat
just like everyone else.
Frankly I thought that I would get the refund for sure,
because usually these companies are reliable and customer friendly.
but on sharing the email.
I was told that I used the services, so there can not be any refund.
And ironically they removed the service from there portal as soon as I emailed them.
I Challenge KLOOK to prove that I have used the services,
and I will pay double the amount
its cheating and Fraud from this company .
pls avoid this SCAM.
when there is a no show from a customer than Klook charges us the full amount.
but when there is a no show from Klook, than there is no response.
SCAM FRAUD AVOID
CC says
I would avoid it like the plague. I’ve tried to purchase tickets from them 3 times because their listings were always cheapest. Every time, the site shows tickets available, takes my money, then emails me saying the tickets aren’t available. They hold your money for over a month and claim they have no control over refund timelines because it’s up to your credit card’s bank. However, this last time I got so tired of their scam I called customer service and they refunded my money that same day. They DO have control over it. It’s a scam. That’s why it’s so cheap. They “offer” and sell tickets, but at ridiculous unusable times in lieu of the times you actually bought online, such as an 11am departure and 1pm return from an island trip. WTF?! I bought a 9am departure and 5pm return.
aakash kag says
Trip is cancelled and agency didn’t informed till departure time of trip. Worst experience. I will never book trip through klook.com even if they provide me free of cost trip also
Klooked says
Left an honest negative review on Klook but it didn’t get published.
No wonder all its activities are so “well received”.
Franky says
I bought voucher for 2 person to Montparnasse Tower Paris from Klook (the cost USD40.40) and when I was there the receptionist reject my voucher, she said they dont have corporation with Klook as their agent, I sent message/email right away to Klook that time but no response at all until the next 2 days I sent another email also no response at all and when I back to Jakarta I sent my 3rd time email and until today also no response. So is it the service from Klook???
anyone from Klook if you read this email please contact me at [email protected]
G Yang says
Do not use Klook.
My recent experience when booking tickets through them: Klook took the money right away and did not make the booking for days, even when I followed up daily. I had advised them that I had accomodation and travel plans already paid so it was critical that they get the tickets. By the time someone at Klook tried, the tickets were sold out. All they did was just refund the cost, no other consideration or explanation. Their 24/7 ‘support’ were useless, all their chat representatives could do was apologise and leave a message for their ‘booking team’.
Cole Tan says
Dear fellow travellers and travelholics, do reconsider the next time you purchase any Klook tickets when you are overseas. Me n a group of friends were in Dubai, all ready to enjoy our day in a water theme park, and purchased our tickets from klook. To our horror, this screen came up! The tickets were reprinted, meaning it has already been used! We had no choice but to call Klook to ask them to reissue the tickets, and we were made to verify with the venue crew, pass the phone to the venue crew to reverify, and PUT ON HOLD FOR 20 mins ON LONG DISTANCE, and they still did not find a solution for us. We were in limbo OUTSIDE the park for an hour, and when we were done (we had to repurchase normal tickets over the counter, as Klook had NO solution for us), the park was so crowded and all our plans for the day were thrashed. Worst thing is? The phone bill came up to SGD 358. And Guess what? Our dear “Friend” klook refused to reimburse us the phone bill. So please, do think twice before using Klook next time when you’re overseas, you never know when you’re gonna get USED tickets from them, and need to pay a bomb to try to rectify THEIR error, and waste a whole lot of your precious travel time.
Annika Huang says
his is scam !!! We paid and got nothing. When you are at the overseas, very bad customer service can help you then they will blame everything on you so you paid and got nothing. Keep away
Ceci says
They charged me for an unconfirmed booking and I have to keep following up with them for booking status. As my trip is coming soon and i decided to look for alternative tour, so i contacted the customer service to cancel the booking and request for a refund. So now I have to follow up for the refund! AVOID THIS SCAM!!!
Joseph says
booked chiang mai night safari combo package from klook, unable to redeem voucher as we decided not to use part of the service, had to buy new tickets to enter safari, later unable to get refund as klook says i did not use the full service. see communication chain below:
from me:
I understand that you have to abide with local operators rules. But please use common logic and explain to them: First of all I am purchasing for two services, one is the safari ticket, and one is the shared transfer, I do not understand that if I bought two things why I cannot just use one? and when I used neither services why I cannot get a refund? Secondly I did not use the shared transfer because 1) I want to catch the 3pm day safari ride but the pick up time says 3:15pm to 3:30pm, and 2) no where on my purchase says that I *must* use the shared transfer in order to get my entry tickets, my voucher only says “ticket with transfers: you can present either printed or mobile voucher”, which I did at the entry ticket counter.
I think that as a travel services provider you should understand that my concerns above are reasonable.
klook:
Regarding the [SALE] Chiang Mai Night Safari Park, you have selected the All-Area Ticket + Shared Transfer (Special Promotion) which includes both ticket and shared transfer. Since you selected with the shared transfer, you need to use it to make sure you were able to get inside the park. As per how to use information, you will only be able to collect the physical tickets at the ticket counter if you select for ticket package option only. While the ticket with transfers, you can present directly the voucher either printed or mobile, but this can be presented to the driver in the name that booked with transfers. The ticket and shared transfer you booked is a combo package, not separate. We’re sorry but we cannot refund the booking due to this situation and aside from that, it’s already beyond the cancellation period.
me:
1) Again the “how to use” information does not state that a customer must redeem my ticket from the driver. In fact it doesn’t even have the word driver in it. Any one with beginner level education in English would naturally assume to present the voucher the ticket counter because the “ticket with transfers” section says presenting my printed or mobile voucher would suffice, and as the target of presentation is missing, one would naturally assume to present voucher at the ticket counter as the sentence follows a phrase describing “Night safari Park ticket counter”. A normal response from customer service would have been an acknowledgement of the flaws in the information provided and the intention to correct it, not another highlight of how you senselessly believe the vaguely written information was correct by adding your own explanation. If it is that crucial to note why didn’t the information say “Shared tickets must be redeemed from the driver” in the first place? Then I or another sensible customer wouldn’t have fell into this trap.
2) Whether or not it is a combo package or separate, I am still paying for two things. Have you ever tried to buy a McDonald’s combo meal with french fries and burger, and selectively not eat the burger? Of course you have, this is very common consumer phenomenon.
3) The cancellation period was 24 hours *before* the voucher date. The need to ask for a refund in this scenario came *after* the voucher date. So I do not see how the cancellation period that serves as an option for customers who bought the vouchers but decide not to use it affect your decision whether you can refund someone who wants to use the voucher on the designated date but wasn’t allowed to.
Please have someone fluent in English read this email. Your arguments are flawed and do not provide a satisfactory response to my needs.
klook:
We understand your sentiment but the result is the same. We are unable to process a refund because you booked a shared transfer and you missed the transfer and you were tagged as a no show for the booking.
speechless
Max says
Klook is a crook, what are terrible company disgusting customer service
Anitra Crook-Eden says
I wouldn’t advise anyone to use this site. We purchased tickets for Osaka Universal and then saw we had the date wrong. Asked to change the date to a few days earlier and like mentioned before had to wait 1-3 days for the “customer service” to reply. In the end they told us we could use it on another day at that price point. This didn’t help as we were no longer in the area. We were more than willing to pay the difference of the tickets we just needed the day to be changed. Our one day Universal trip cost us double. Poor poor customer service would tell people to wait until they are in country or simply avoid Klook!
Angeline Ng says
Yes i agree Klook is unreliable. They did not honour the 48 hours cancellation policy. I booked the wrong date and cancelled 5 days in advance but they refused to refund. They don’t bother to respond via their customer service email too, so there is no avenue to seek recourse. Terrible company. Pls do not use Klook it will spoil your holiday.
Dinesh Jangpangi says
My effiel tower experience was really bad. I booked 7 tickets for my and my friend family members for effiel tower. The tickets were booked and confirmation was received from klook for this event. The tour was of 11.15 am on 25th june 2019 and we reached operator place at 11.00 am.
After reaching at operator place we got surprise that they told us we are late and our trip has already left. We showed our print out and also mail but they said klook has changed the time and they can’t help. We said we have not been informed regarding the change in time and we want out refund but they said they can’t help and we have to talk to klook only.
They gave us tickets and said you can request effiel tower security for entry and they may allow. We really felt very angry and left the operator place.
We waisted out time and money in effiel tower expedition and then we move to our other tour. We had very bad experience for effiel tower.
Now after comming we have raised several mail to you centre and already 10 days has passed but no strong action against operator or any compensation amount.
Klook number one agency in on line bookings of tickets, tours etc internationally, We want to hear positive response from you.
Assuring your best service and after sales support
BING FANG says
1). We booked with KLook with transportation from Changi airport to hotel, Singapore. Our flight from Seattle to Vancouver was delayed that we missed our following flights. At Vancouver, we contacted KLook to cancel the original pick up schedule and arrange a new one based on the rescheduled flight.. But KLook responded with out of touch questions like they have no idea on the standard workflow of how an airline handles missing flight customer and asked to prove left and right that is quite difficulty for any customer stocked on the road. Even we managed to email KLook the reissued board pass to confirm our arrival that is at least 12 hours prior the original airport pick up time . When we got the Changi airport after 36 hours trip, no KLook driver shew up. 2). We contacted KLook on June 29 around 9 am to cancel our book on June 30 12 noon from hotel to Changi airport that was 24 hours prior the activity as KLook ‘s term to cancel a service with full refund. But KLook refused with a new term that this cancellation must have been taken place before June 28 11:59 PM; 3). When we came back from Bali to Singapore on July 6,19, our flight arrived on time but driver booked through KLook was no show. We contacted with KLook and ended with letting us go airport taxi port.
I won’t recommend KLook to anyone. We also found, at least in Singapore, taxi fare or ‘Grad a cab’ app are all better price than KLook.
Alan Ong says
Booked a tour in Jakarta last Sunday. Rushed my breakfast and wasted my Grab ride to the meeting point and there was no tour guide. Called the 24 hour hotline and any other possible way to contact to someone from Klook but unable to reach anyone.
Till 3 hour later there was a respond mentioning the guide met with an accident and will do a refund.
Till now there is no respond from Klook on the refund, ask the jakarta contact and mentioned that they had submitted to Klook and I have to look for them for a refund.
Why do i have to seek high and low to have a refund?
This refund is not a form of apologies but a failure to render the service.
adline says
I made a ticket booking via klook to purchase legoland japan tickets … it turns out that my order is expired according to them .. but my payment has been successful … I have been emailing to Klook for a month … their answers are always the same that I was asked to wait because they will coordinate with their finance department … until now more than a month they have not returned my money even though I have given all my proof of payment .. I feel cheated by the Klook and I will not use their services again … I am very disappointed ..
paolo says
Klook (=Crook)
Paid for a voucher for a 1 day Onsen treatment in Bangkok, could not use the service and the venue itself agreed to cancellation.
Customer service at Klook is lame. Emails back and forth with super generic responses like “we are looking at the issue, we are working on this appropriately”. Non sense.
Bottom line, they still have my money.
Buyers beware. DO NOT book with Klook (=Crook)
Order No: 3478839566
note to Crook’s reply: dealt with Customer service, got nowhere. Just a bunch of empty corporate messages.
Chan S F says
I can’t but share my grievances against Klook service received in Oct 2019 and sincerely wish all who read my comment can think twice before considering Klook.
I’ve booked the tour of “Hitachi National Seaside Park and Mito Kairakuen Park Trip from Tokyo” expected to be held on 13 Oct. To ensure timely arrival at the meet up point at 7:30am on the tour day, my mum (aged 87), my husband and I paid a site visit there on 10 Oct to get ourselves familiarized with the transport and know the exact travelling time.
Unfortunately Typhoon Hagibis struck northern Japan including Tokyo on 12 Oct. Whilst the Typhoon proved to be extraordinarily devastating, weather forecast for 13 Oct would be fine and sunny. I checked with Klook twice on 12 Oct night if 13 Oct tour would continue. I received the first reply at 17:37 saying “此預訂在系統上屬於確認狀態，如行程因天氣不佳而無法參與，供應商將會在出發前一天通知。如無收到任何郵件，煩請客人您正常前往集合地點集合。” (Meaning: Your reservation under our system is “confirmed” status. If due to bad weather that the tour cannot continue, the service provider will notify you one day earlier. If you have not received any mail, please proceed to meet-up point).
At 21:45, I wrote again “ I’ve not received any cancellation up till now, I assume the activity will still be conducted unless I receive your notification at a later stage”. At 21:57, their reply was “正確，客路希望一切順利進行，也希望您成功享受您的行程，擁有美好的一天! 如您有任何其他問題，請隨時聯繫我們。很榮幸能為您提供行程計劃的建議。” (Meaning: Correct. Klook hopes everything will be fine and hopes you can enjoy the tour with a nice day! Do contact us for further questions. We are honored to have you in the trip.) With such confirmation, we went to bed peacefully.
On 13 Oct, we woke up at 5:30am and noted no Klook’s message. We then went for breakfast. Without receiving any cancellation notice after breakfast, we proceded to the meet-up point, hopingfor an enjoyable tour in that day. To our surprise, we could not see any Klook guide upon arrival. Instead around 50 participants of various tours were waiting for their guides. All were frustrated, disappointed and angry of NOT being informed of any news beforehand. Only till we contacted Klook staff at the meet-up point that we were told of the cancellation. Many participants including my mum, my husband and I had been waiting there till around 8am.
Klook later explained that “the local operator had a large amount of affected bookings to handle with so that can’t contact you in time”. With a full refund of tour fee and a “compensation” of HK$12 being travelling expense for each trip to the meet up point, Klook indicated that they could do nothing more.
We find it NOT acceptable and indeed I do not take the compensation for the travelling expenses. In accordance with the policy, Klook should inform us before 3pm one day earlier. Even worse is the favorable replies they gave in responses to our two enquires raised the night before. The worst is that no cancellation notice had been given prior to our leaving for the meet-up point early that morning. In addition, we met no Klook staff there, not to mention our hope for a nice tour after staying at the hotel during the typhoon day.
If you have the patience to read up till here, I earnestly urge all who are considering Klook to re-think if you are prepared for undergoing a painful experience like ours. I feel sad of bringing my mum aged 87 such an unpleasant memory. Regrettably, she may not have another chance of visiting the Parks for the rest of her life!
Ken says
Chan S F, You really can not blame a company for a typhoon disrupting your holiday. I myself was stranded in Narita airport on the day of this typhoon as JAL deposited me off my international flight and cancelled my connecting flight to Nagoya and I couldn’t travel anywhere as no domestic flights were operating and all roads & rail lines from Narita were closed. I was lucky that one of the train lines reopened after about 5 hours of being in the airport, so I caught a train to Ueno and stayed in a capsule hotel for the night then the next day got the Shinkansen to Nagoya.
Bottom line is: THAT IS WHAT TRAVEL INSURANCE IS FOR! You are foolish to travel internationally without travel insurance. I fell over and broke my arm on one trip and the travel insurance paid for my medical expenses as well as lost income as I couldn’t work for 3 months.
2nd option after travel insurance is you can challenge any tickets or anything else purchased on your credit card and it is up to the company to prove that you did receive the travel/tour/whatever that you paid for. This is true for credit card holders in Australia, but it varies depending on what country you are in so check with your credit card issuer or your country’s Consumer Affairs department or financial ombudsman etc.
Emilia says
Klook is a piece of sh!t. I had some issues with my vouchers and the customer service rep stopped replying to my emails. She did not bother resolving them and simply went AWOL.
RG says
I booked an activity in Hanoi using Klook. They (the app) didn’t show the service provider name until I finished payment. Once I got the service provider’s name (after payment), I decided to google it – and found really bad reviews. Within about 3 minutes of booking, I cancelled the booking but Klook wouldn’t refund me the money – citing the service provider’s “very strict” cancellation policy.
I would think twice before booking via Klook. Maybe a scam!
Ashley says
Had the similar experince. Its very disappointing.
Klook is good if the trip goes on perfectly without any glitch, but not when customer encounters emergency! Klook can’t resolve matters except to pass messages like a messenger.
In my recent trip to Tokyo, purchased a day tour to Mt Fuji. Everything was well frok purchase to issuance of vouchers. Not until the day of tour. I basically did a solo trip this time and when I checked Google Maps, how to get to meeting point, both subways and walking showed same duration which is approx 16min. I’d budgeted extra 30-40mins earlier to arrive because Japanese are extremely punctual and I don’t want to miss the tour!!! But somehow, first time for a frequent traveller like me, got lost in Tokyo?! Somehow GPS kept rerouting and the Jap guys dont speak English!! Some really helpful seniors attempted to help me but we couldn’t seem to converse. Every time I thought I m arriving and the meeting point is nearby, somehow I got further and further away. Meeting point is in Shinjuku VIP lounge, and I’d ended up nearby Tokyo Metropolitan Governments Building. Horrible! I looked at the time, I know no point to continue getting lost, I’d contacted Klook, the only number available, although the most sensible thing to do is to contact tour operator. But no numbers given. I kept my home country phone line on, so I could be contacted by the tour operator, but no calls. When I contacted Klook, they put me on hold and tried contacting the tour operator for me, but couldn’t get. The Klook officer attempted to guide me out of the place I am to the meeting point. I am still lost and panic of course, I just dont want to miss the tour to see Mt Fuji. During the 40 mins conversation , Klook officer only attempted to contact the tour operator and did not give me any numbers to call, still. We hung up as I get to the nearest taxi to send me to the meeting point, like finally.. Taxi ride in Japan is extremely expensive! I got there, nothing can be done as expected. The tour left. Klook called me back. I told him to assist to reschedule to the next day and let me know by end of the day, or request for refund. Sadly, he did not get back to me!!! I contacted Klook again, Klook kept informing me, waiting for reply … My stay in Tokyo is only short 4 days. Finally, Klook got back to me 2 days later, asking if I could make it the next day? I was already boarding to fly back to KL, MALAYSIA.
If Klook haz given the tour operator number to me at the very first place when I called and informed I got lost, I am pretty sure I could still meet the tour operator wherever they are, as is 5-10mins past the departure time!!! But Klook did not. Until today the matter still unresolved. No refunds allowed only rescheduling allowed, which I am fine, but of course not the very immediate 3-6 months!!! Klook again, only transmitted message from the tour operator just like a messenger. The tour was supposed to be on 7 Nov. I am bound to be back to my home country on the 9 Nov. Today is 17 Nov, still nothing done to assist me. I am utterly disappointed and frustrated. Not only I missed the tour, I had to fork out additional monies for the extremely expensive phone call back to Klook Malaysia, costing me more than my day trip price, RM300, and now been told by Klook, my only avenue to go to, that sorry they cannot do anything.
Booking of tours is generally easy and fast. I’d booked my skyline ticket from Airport to City from Klook. It was OK, except for minor glitch where the skyline counter couldn’t read the voucher QR CODES, and I had to go to the office instead, but this is Ok! Because its convenient and easily accessible where the staffs, generally Japanese are very well mannered and accommodating. They attempted to help and assist to get the ticket issued.
Ahmed says
I had similar incident. Their customer service is not really good. You will get the service as it is shown in the website, once you need to negotiate or make change in your booking they give a negative response. It seems they are not very experts in handling the situation once you decide to make any changes.
I booked a airport transportation from Hong Kong airport for 4 persons(2adults,2kids). Their website says the booking for group of 3. But other reviewers said they allowed extra kids, so i made the booking 48 hrs in advance just in case they refused i will be able to handle it. Then I was contact 5 hrs prior to my flight they asked for extra 35% for my 3years old son!!. I asked to cancel they said cancellations is allowed prior to 24 hrs of booking!!. So i had no choice, i paid the money. I made review in klook website, but my review was never posted!!
I tried their service in other tourist activity, it was reliable as far as I don’t make any change in the booking!!
So in summary, book but don’t change your booking. Avoid their customer service as much as you can , they are useless!
Cindy Cheong says
I lett a very bad experience review with Klook after a tour in taipei but it was not published. Obviously they only choose the positives…
Asmita Singh says
This company is fraud. I booked skydive Dubai through Klook and when i reached Skydive Dubai at the time of the dive, i got to know that Klook has not transferred by booking to them. Finally after one hour chatting with their representatives nothing was done and i missed my appointment time of the dive also. So i requested cancellation. Its been 6 days and i am still waiting for my refund. Time and money wasted. I am going for legal formalities against them within 48 hours. I will not recommend Klook to anyone.
Val says
I had some tour activities that were not used in Sabah Malaysia last December 2019. I requested for a refund. They told me the refund will take 30 days or so. Transactions were done through email. After 30 days from the date when refund was requested, I sent them an email, following-up for any feedback about the refund. They replied and told me that refund has already been credited to my account. But up until this time, the refund has nowhere to be found still.
Frustrating!
Jonathan says
Number1 local guide..I would give. 0 if could. Do not use that site. I order ticket to illusion house Orlando florida on my vacation. I honestly didnt relize was on that site when ordering just thought was main site. Anyways order ticket for family. After hour no booking email but took my money I started investigation. First found out they charged 7 dollars more a ticket and noticed all sold out through illusion house main page. I go back ask klook they finally say not booking because all sold out. K first why would you sell tickets that was sold out and take my money first. I believe that illegal which makes me believe we pay them then they go place after and buy the tickets off main place but in this case sold out. So I go cancel because they told me but could not. So I have go back them again talk and finally they cancel but can not get my money back up to a month that I needed right now on vacation. And please note no phone number contact them and they will not put you touch Managment when you message them. This poor sad company can not believe how I was treated.
Nikoleta says
Do not book anything with Klook – their supplier’s activities/services/transfers are falsely advertised and not checked. Klook doesn’t assist in anyway, nor they refund you for false/bad experience. Better spend a bit more money, than having your holiday ruined.
Fredrik Hans Tingdal says
I ordered a car service from Klook. The description for this car service was ‘Mercedes Benz E-Class or Similar’. Even though it was more expensive than the other car services from Narita Airport to Tokyo, the thought of relaxing in the back of a luxury car for the 1 hour drive was worth it. Imagine my surprise when the car was a Toyota Alpha III van. This is the same as all the other services, and half of Tokyo’s taxi fleet. Driver also wanted to charge us a waiting fee – we had booked the car for 6 pm and this supposedly included 1 hour of wait time. However, the driver was trying to charge us from the moment we landed (at 5 pm). We had deliberately booked the car for 1 hour after we landed in order to clear customs and health screenings. In any case, once I showed him the reservation we got on our way.
I complained to Klook and to the vendor about the switch of cars and that I expected a refund of the difference between a regular transport (about $100) and the premium price I had paid for the premium service. I was informed that they both consider the Toyota Alpha III to be in the same class as the Mercedes Benz E-Class, and that no refund would be forthcoming. This is of course ridiculous since one is a luxury vehicle and the other a standard taxi in Japan. I’ve taken it up with my credit card and the consumer protection agencies of my state.
Needless to say, stay away from this vendor and this service. It’s a scam where they advertise a premium service at a premium price but ultimately only deliver a standard service.
Alex says
DO NOT USE KLOOK! Read all of the comments on this page.
My personal experience was that Klook allowed us to book with a rental company. They provided misleading information indicating that the car was at the airport (it was not) and that there was a 24 hour shuttle (there was not). This resulted in taxi fares which were more expensive than the rental. Upon reaching out, they had no interest in revising their incorrect information or refunding the additional fares due to the information. Do yourself a favor and avoid them. Despite whatever this writer was paid to endorse them.