Klook: Travel, Hotels, Leisure 4+

We booked the Tel Aviv Diamond Exchange Insider Tour and got a response from klook asking us to send scanned copies of our passports, which we did straightaway. We then received a confirmation email from klook, so we assumed that everything was already sorted out and the passports copies were passed on to the tour company/organiser of the tour and the tour was booked in for us. However on the day of the tour, we arrived at the hotel lobby at the scheduled time of 10 am to wait for our pick up vehicle and it did not arrive! Since we were not given information on the tour organiser on the klook website, we sent an email to klook to enquire about the whereabouts of the driver, and we received no response. There was no support from klook whatsoever. Eventually we found the touring company and was told that they never received our scanned passport copies! The touring company also claimed that the hotel pick up was 11 am instead of the time listed on the klook website! Judging from the response from the touring company, we actually got the feeling that the scanned copies of the passports wasn’t passed onto the the touring company for some reason and the tour wasn’t booked in at all! The whole thing was so disorganised and we wasted so much time waiting for the driver.

Dear askc01, Thank you for traveling with Klook and taking the time to leave us a review. We're sorry to hear that you had an inconvenient experience about the booking of Tel Aviv Diamond Exchange Insider Tour. We would like to further assist you in this booking. Kindly provide us more details and send to support@klook.com so that we can look into this further? We do hope to serve you better in the future, your understanding is highly appreciated. Thank you!

I will never use Klook to book my flight since I just came across a very bad experience with them. I booked my air tickets via Klook and I tried to cancel it before the order has been confirmed. Unfortunately, it was unsuccessful. After they confirmed the booking, I was unable to validate my air tickets via airlines website. I contacted CS and they said it was due to their supplier did not use my given email address to make the booking. I am unable to manage my flights online by myself because of this reason. I asked for a cancellation and get a full refund but again they rejected my request. Their CS even ignored my message and hang up the chat. It is totally unacceptable and believable! I also learnt that their supplier used a “Hotmail” email address to make my booking. What this supplier is? It looks unprofessional in the whole process at all. Finally, I booked the air tickets via Klook at HKD1,500 but I found out the air tickets costed £70 only.

Dear Refugeessss,
We truly apologize that our service did not live up to your expectations. Thank you for your feedback, as this will help us improve to better serve our customers. Yours truly - Iki P.

Would not recommend klook at all. Terrible customer service, no flexibility and provide minimal support to customer after making booking and reservation with them. My friend and I reserved a room in the same hotel on a trip via different platform. But ended up needed to cancel our trip due to typhoon. Took my friend no time to receive a cancellation confirmation without any fine as the cancellation was due to weather conditions.
I booked with klook and it took me 6 hours and after speaking to 6 different customer services, still unable to sort it out with klook. And the only thing their customer service do is to make you make for 5 minutes before they come back with one message and if you don’t reply instantly. They will end the conversation as you didn’t reply in real time. And the enquiry will be picked up by the next CS support and I have to go over the process again.

Dear Customer,
Sorry to hear that. Can you share with us your booking confirmation and I'll look into this asap? Yours truly - Iki P.