Admittedly we were 7 minutes late to our meeting point (3 trains and ‘slow’ elderly parents but still arrived before our tour time), we couldn’t find the tour rep for our tickets. We asked a guy at a stall which had a Klook umbrella but as soon as I showed him the paperwork he shook his head and then blanked us. I phoned Klook who gave me a phone number to ring the tour rep but the number didn’t work. Having phoned Klook again I was put on hold while the customer services tried to get hold of the rep, during this time I was able to walk to the meeting point and back to the event location as I was on hold for ages. Unfortunately we were unable to get our tickets and I ended up paying for them again at the attraction itself which was so simple with no queue and practically the same price. I wouldn’t bother using Klook next time, I’ll just stick to the main box office especially as you can buy most tickets direct on line anyway. I ended up loosing my money to Klook but lesson learnt.

Look service is great overall. But definitely don’t buy it if you are booking a bullet train in Japan. They do not specify that the seats are chosen at random and that you can’t know if your chair caters for heavy luggage. The ticket guide says this about luggage “select a reserved seat, and choose “oversized luggage space” as your seat preference” so I purchased after know that. I didn’t wait till the last minute to ask for a refund, I ask soon after I brought the ticket. I have stressed this to multiple assistants and no one helped to refund me the full amount. One of them tried to fact check me saying it’s reserved seating which means its picks the seating arrangement for you which is not what that means…Its misinformation and I’m disappointed. UPDATE: I went and did as the help line told me to do. I went directly to the company. Confirmed that my seat doesn’t have space for my luggage and was told by the employee that I cannot change my ticket at all. So not only did a waste my time talking to their help line I also wasted time (and money) going to a station only to be told I cannot change my ticket like I was advised.

After spending over $1000 with them i tried to book 4 tickets to team lab planets all on seperate "Klook pass greater tokyo". selected the time slot we wanted and as ive booked mine its said "sold out" to our other 3 friends without stating that there was only one ticket remaining for that time slot. So i messaged the chat to see if we could move my ticket to a timeslot that had 4 available so we could all go in together. After waiting 30 min for them to "check the details" they simply come back with no there is no option to change times and no solution for me to even get a partial refund or credit so i could buy a ticket with the rest of the group. So now i have to fork out another $60 just so i dont go in by myself and i can be with the group of friends. Very unprofessional and they gave no effort in trying to reach a solution that would partially benefit both parties. Would not recommend to anybody whos trying to book multiple tickets with friends as they dont state tickets left so your just shooting in the dark if you and your group can all go in together.

Made 3 bookings through Klook 1. An airport transfer to my hotel - the driver took me to the completely wrong hotel and I had to find my own way, on foot for 30 mins, having no way of contacting anyone! Worse of all he confirm the location with him on my phone … Contacted customer service and there response was sorry, have a nice day! 2. Second booking was a 12 hour private driver for the day, lovely driver but only did 8 of the 12 hours before he went home. I was startled that he was going home after only 8 hours and didn’t want to argue with him in the front of my lobby. Contacted Klook and there response was ‘me going to hotel for the pit stop must have implied to the driver I was done for the day’ so there’s a warning - don’t go back to your hotel or you’ll subconsciously forfeit the rest of your booking. 3. Went on a sunrise hike to mr Batur, the car , facilities and breakfast was all pretty basic but it was a nice hike. However, The driver was dangerous driving constantly texting and without a seatbelt up pretty scary roads! What’s worse is having spoken a lot of other hikers who confirmed I got ripped off price wise, having paid $96 for a solo hike- no different to the $35-40 hikes everyone else was doing. I even contacted other hike vendors and local Bali street vendors who quoted $50 for the same solo hike. Don’t book the hike via Klook , not only will you pay a premium for bad service , there customer will be no help after multiple attempts for help and resolution. Wouldn’t t recommend Klook to anyone! I think they need reporting. UPDATE: Klook will say customer service will get in touch with you but this also never happened! Will not use a company that supply false promises and lie on reviews.UPDATE: despite their business reply, I have yet to received any emails resolving these many issues.

Am currently trying to get support for a ticket purchased - it seems like there’s no recourse or support for things that go wrong when you buy on Klook. I bought a Narita Express ticket and tried to print it out at a station - only 1 ticket was printed out, not the two I need. They cannot refund, as the ticket is already printed. Their live chat took 5.5 hours to get back to me last night. I was already asleep when they responded - they did not read my support request and instead finished the chat. Now I’m going through the same thing this morning. They also don’t reflect all the available tickets - so the choice of trains is really limited. The first time I tried to use Klook they didn’t even have the times I wanted available, despite it being a super busy route in Tokyo. It’s better to take your chances on the JR website.

I tried to purchase rail passes for Japan and tried 4 times. Each time it said there were tickets available and then after taking my money I got a notification and email stating that my booking was cancelled and I would be getting a refund. Turns out the tickets for the entire day were already sold out so were never available in the first place. Then I get told a refund would take up to 2 weeks. So I was out of pocket over $1,500 with no immediate refund. They shouldn’t be able to take payment until confirmation that there are still tickets. I hope they enjoyed making interest off my money while I had to top up my credit card waiting for a refund. Such a scam. Do better for your customers. Will never use the app again and do not recommend it to anyone as you can’t trust it.