“Klook is scam, they didn't refund my booking, i booked airport tranver from my villa in jeju to airport but they didn't pick up us and not refund my payment although i already asked customer service so many times”
“I paid for a trip in December, on the 3rd of January klook cancelled. Since the 3rd of January klook have made every excuse possible to not payback the refund. 2 lots of bank details have been given to klook to pay the refund back but according to klook both lots of bank details are wrong when infact these details have come from branch managers where both accounts are held. I just keep getting told if the payment has not been credited to the bank account in 30 days contact them again just to be told the same rubbish from them again and again. Looks like I'm going to give in and let them keep the money, after all I think that is what they are hoping for.”
“Booked a hire car with Klook over a month in advance to reveal from Penang to Kuala Lumpur.
Morning of the car pickup I called the local hire company they had arranged it with and was told they had no such booking.
A lot of backwards and forwards with Klook and hire company and it turned out Klook had never made contact with them.
I had to be in Kuala Lumpur for a flight the next day plus needed the hire car to move out the rest of my stuff from my flat.
Couldn't get a replacement hire in such short notice so had to do multiple trips to storage in small car and hire a driver at RM800 to get to KL next day.
Klook to 2 weeks to even find a resolution which was to refund me the RM800 for the driver hire however almost 4 months later I am still chasing that refund.
Every time I chase them via chat they say they will look into it andd get back to me with 48hours but never do.
DO NOT USE KLOOK”
“DO NOT USE THIS COMPANY TO PURCHASE ANY KIND OF TICKETS WHILE TRAVELING IN JAPAN. THEY WILL TAKE YOUR MONEY AND NOT DELIVER ON THEIR END.
I bought Shinkansen tickets from their App from Hiroshima to Shin Osaka for 2 people ($206). I never received the tickets. There was no QR code on the booking through the App. They, for some reason sent them to my hotel. I never received them, or any notification as to why. I contacted their customer service via the app and they promised to help, but just proceeded to pawn me off. I had to repurchase the tickets at the station, and I sent all of the proof to Klook. They refused to refund me the tickets, and tried to blame their travel agent partner. Now, they are blaming my hotel, saying they sent the tickets a week earlier but the hotel rejected them. I never received any correspondence from Klook about any of this or any resolution. Their customer service has lied to me continually over the past two weeks, and after admitting that the tickets were never delivered, they REFUSE TO REFUND ME.
They have been RUDE, CONTINUE TO CUT ME OFF, and REFUSE TO ACCEPT RESPONSIBILITY. DO NOT USE”
“Tried to buy train tickets in Japan. Received a receipt indicating payment had been received. Was given an invalid QR code to download tickets. Tried QR code with 3 different devices 3 x each. Sat on chat for one hour with no real-time response. Fortunately we have the means to source alternative. If you have limited means DO NOT TRUST THESE PEOPLE. AVOID AT ALL COSTS. WORT THAN USELESS. GAVE ME MONTH FOR MY MONEY AND WASTED MY TIME WITH NO CUSTOMER SERVICE.”
“Extremely Disappointed with Klook's service and customer care!
Beware! Our experience with Klook's airport transfer service at Narita Airport was nothing short of disgusting. We booked our transfer while in transit in Dubai, specifically requesting a 6 PM pickup time and even providing our flight number for added clarity. However, upon arrival, we faced a frustrating situation that ultimately left us without transportation and out of pocket.
After clearing customs and collecting our luggage, 4 sets of eyes searched for our driver, who was nowhere to be found. After frantic searching and inquiries at the information desk, my husband finally located the driver, who turned out to be unprofessional, rude, and unhelpful. He demanded additional payment, claiming he had waited for 100 minutes, despite our voucher stating the driver would wait for one hour and 40 minutes.
When we refused to pay extra, the driver abandoned us, leaving us stranded with our children and luggage.
To make matters worse, Klook's customer service has been ABYSMAL. They dragged their feet in addressing our concerns (not getting back to us within the 2 days as promised), made us provide photographic evidence (which they totally disregarded), spent hours going back and forth on chat and refused to get a manager to call us, failed to provide a refund and ultimately refused to take responsibility for their flawed system, which completely disregarded our requested pickup time (inputting the flight number overrides the clients requested pickup time and communicates to their operator to pitch up at the time the flight lands- so stupid!).
Klook admitted to poor communication with their operator but still denied us our hard-earned money back. Save yourself the headache and avoid Klook's unreliable and unprofessional service!
I also used the Klook platform to book Shinkansen (bullet train) tickets and while one pays more for reserved seating it does not allow one to choose seats so we had 4 tickets in 4 separate rows with my young kids sitting on their own. I waited over an hour to get through to their customer support chat and they could do absolutely nothing to help!
2 out of 2 failed Klook bookings. Deleting the platform and will NEVER USE IT AGAIN!”
“HORRIBLE. They let me book and experience for 2 hours away from where i stay on Wednesday for a Sunday, confirmed the booking, and send me my confirmation number. So I book travel for the day, and make arrangements. Then Saturday night they cancelled via email to say it’s overbooked. AVOID AT ALL COSTS”
“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.”
“I’m keep getting spammed on WharsApp to promote KLOOK.com
I'm Lerato Dlamini and I'm from KLOOK.COM Human Resources, we are looking for freelancers who can work from home or anywhere, just using your mobile phone or computer to promote our South Africa hotels can i share the more details?”
“Had 24hrs to get Covid tested before leaving Amsterdam. Daughter found Klook and booked Covid tests via the app at a particular testing site. When we arrived they explained the Klook test vouchers were no good - missing info. They suggested we approach Klook to 'cancel' vouchers and get refunds - we then oaid out of pocket. We showed Klook our invoice from test center - explained situation and requested refund. Took 1 week to het back to us after wemd traveled home. No refund. Bo explanation. Clearly co that on w they have your money - could care less about what happens to you next - awful experience and still missing $200 for svcs not delivered. No explanation, did not even bother to contact test site. No one should ise this app unless you want high probability of something going wrong and temhen learnkng they could care less. Love to put their cust svcs people in our shoes and then see how unafair and costly it feels to them.”
“My family bought the vouchers to go to Dream Cruise on 15-17 Dec 2021. I’m here to inform everyone what I’ve gone through with 40 over emails with Klook in the last 2 months:
We bought the vouchers on 9-Sep-2021.
In October I contacted Klook if I can add my daughter who has just completed her vaccination to our cruise. Klook gave me a link to pay S$399.
I waited for 4-5 weeks, in between following up with 10 over emails with Klook. Finally Klook auto refunded me the S$399 and said my daughter cannot be added because our 3-pax cabin is already 3-pax full.
I explained to Klook that the only reason I made the payment was because Klook’s staff understand that I have another cabin which currently has only 2 pax, therefore can add my daughter in.
Klook then apologised and asked me to make payment 1 more time, but this time round, I need to pay S$405 (I didn’t ask why).
I then waited another 3-4 weeks and since our cruise is 15th Dec, I got worried and decided to follow up with Klook more intensively on 6-8 Dec.
Klook finally reverted on 9-Dec informing me CRUISE IS FULL, CANNOT ADD MY DAUGHTER.
I decided to give up this long battle of email correspondences, explaining myself and making sense of what’s going on. I replied Klook “please refund me the S$405”.
I was shocked to receive below reply from Klook:
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Good day! We hope this email finds you well. In regards to your inquiry for the booking KST866775-Cruise to Nowhere Singapore: 2Nights/3Nights Getaway Cruise by Dream Cruises. Please be informed that we want to assist you with your refund request. However, this activity has a strict policy no cancellation or refund can be made.
We appreciate your utmost patience and understanding for this case. Keep safe and healthy. Thank you!
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Upon clarifying if what I hear is correct, below is their second reply:
———————————-
In regards to your booking KST866775 - Cruise to Nowhere Singapore: 2Nights/3Nights Getaway Cruise by Dream Cruises, unfortunately yes, we cannot cancel and issue refund on this booking due to its strict terms and policy that no cancellation refunds or changes can be made.
Hoping for your understanding and prolonged patience regarding this matter. Please stay safe always!
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Klook made me pay S$399, took me for a ride, rejected me, refunded me S$399. Then realised they shouldn’t have refunded me, asked me to pay S$405, took me for another ride, then finally rejected me again. This time round, NO REFUND!
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