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!

Hi Alex,

Thank you for reaching out to us and sharing your first-hand experience. I know these experiences are frustrating; been there with some other companies. Personally, I never had an issue with Klook yet. And I have used them to purchase SIM Cards in Taiwan and for tours around South-East Asia. We had only good experiences with Klook, the last one being a DMZ Tour in Seoul.

Regarding the suggestion that someone may have been paid for a review, I can assure you that we have not engaged in any such practices. If this article would be paid or sponsored, it would be labeled as such. Our reviews are genuine and reflect our personal experiences. In fact, we make it a point to provide honest feedback on different platforms, even, no, especially when we have encountered issues. This is also why we think it’s a great idea to leave the comment section open for all the other travelers sharing their experience here, too.

Safe travels,
Matt

I had a similar experience with train tickets – they claimed I must have just presented the wrong voucher, wrong email, etc., when I went to pick up the tickets I paid for through their website, despite the fact that I had to purchase entirely new tickets because nothing they gave me worked, and their customer service was genuinely horrendous. I tried reaching out through their website and they kept emailing my husband who isn’t the account holder, and when I just asked them to cancel the voucher and refund me the money, they said that they needed proof that the rail office wouldn’t accept their voucher.

Then they claimed that I needed to show the printed out voucher that I had cut in half, NOT to work through the official Payment vendors, not to work through my credit card company, etc., before they’d do anything. Literally, the single worst travel company I have ever had the misfortune to purchase any vacation stuff through.

It’s clear that they must have paid someone to get this review, because Trustpilot and several other websites document these horrendous experiences in detail and all Klook will say in response is “well, we’re sorry this was your experience.” No offer to rectify, no attempts to resolve, nothing.

During a trip to Sydney, we booked a rental car company through Klook at the Sydney Airport. The process was efficient, and the price appeared reasonable. We booked for a flight landing at 16:30, and included this information on the reservation times and booking information.

On the day of our arrival, we were greeted with a text message from the rental company indicating that our rental must picked up by 17:00 at a location that was offsite from the airport. This is despite the site having intentionally misleading information that the booking was direct from the airport, and failing to include any information about the shuttle. This resulted in an expensive taxi fare ($54.39) in order to rush to the office in time to pick up our car.

After reaching out to Klook, their response was to send the shuttle information (too late) which also included the incorrect operating hours for the shuttle (until 18:00 on Sundays, which was incorrect). Their response was to first tell me that:

1. I simply didn’t read the paperwork correctly
2. After further discussion and proof of missing information, to offer me a Klook credit in the amount of $10 (less than 20% of the cost of the taxi).

In summary, avoid booking with Klook at all costs. They won’t back up any mistakes to your bookings, and you will be left figuring out travel yourself. Read the other reviews online which confirm this. Save yourself the headache from our experience, and book with a reputable company.