If I could rate Klook Travel -10 stars, I would. This review is based primarily on their customer service. For booking, I would rate ease a 6 -- their dates for some of their passes were difficult to understand when attempting to purchase 2-day tickets between the end of one month and beginning of another. Their "Experience Specialists" don't seem to be well trained and have much experience to help with more complex issues. The reason why I rated them horribly is because we had purchased almost $1k worth of Universal Japan tickets and passes through Klook. A couple of weeks later, my father received a diagnosis of end-stage liver cancer, and given a very short time to live. In the two weeks since, I have become my father's primary caregiver, and am no longer able to take my trip. I had to reach out to Orbitz, Delta, and all of our other travel partners to request a refund, and they all were kind and gracious enough to provide me with a full refund, especially since I am unable to work and must pay for my bills and my father's bills with my savings. So, needless to say, the $1k refund for tickets that I will never be able to use (on April 3rd and 4th, 2024) will go to waste. When I requested a refund from Klook, they requested: "1. Medical documentation 2. Flight cancellation with passenger information OPTIONAL 1. Any other document(s)/detail(s) you would like to share with Klook" I sent the flight and hotel cancellation information, REDACTED After Visit Summary from my father's hospitalization, with his diagnosis and hospice (end of life care) instructions. Klook told me: "Once you've provided us with these documents, we'll be able to present this to our team for discussion and next steps! Disclaimer: By providing any personal data (including any documents), you consent and confirm that we have the consent of other persons in your booking (if any), to Klook's collection, processing, use, and disclosure of such personal data to facilitate your request." So essentially, they ARE FORCING ME to provide them with EXPLICIT DETAILS ABOUT MY FATHER'S HEALTH DIAGNOSIS, and then FORCING ME to release them of any claims or liabilities stemming from them FORCING ME to provide this information! This is completely unethical and cruel. I am beyond stressed out from having to care for my dying father, and now they are making me jump through hoops to BEG for a refund of money that I paid for tickets that I will never be able to use. I sent them photos of how my dad looked when he was healthy, as well as photos of my dad in the hospital recently. They responded: "Thank you for your patience while waiting. We sincerely wish for your father's speedy recovery. Please be aware that the booking cancellation policy is 'Non-cancellable.' Hence, we are unable to proceed with the cancellation request at this time. However, if you are able to furnish a medical certificate or any official documentation authorized by a physician as evidence for the cancellation, we may be able to pursue a waiver. We understand the difficulty this may pose and deeply appreciate your cooperation in this matter. Please understand that we can only request a cancellation waiver upon receipt of the provided documentation. Nonetheless, approval remains at the discretion of the relevant department. It's important to note that as we're seeking a waiver, any refund will be issued in the form of Klook credits." They rejected the official documentation that I provided to them (the After Visit Summary), which contained detailed notes from the doctor and my father's entire care team, and which was electronically signed by my father's doctor, even though it is considered official documentation from the hospital. At this point, I know I will never get my refund from Klook because despite the mountain of information I have provided to them to show that MY FATHER IS ILL AND DYING, all they care about is taking my money, as they have continued to refuse to provide a refund. Klook Travel, I hope that you enjoy that $1k you stole from me. It is the last penny you will ever receive from me or my family, and I will make it my mission to let everyone know how you showed yourselves to be cruel, insensitive and lacking in customer service and goodwill to your customer during a time of great suffering and pain.