Klook: Travel, Hotels, Leisure 4+

Makes traveling easy

I used Klook for the first time on a trip to Japan and it made traveling so much easier. I was able to book my train tickets to/from Narita Airport, got my three day subway ticket, got my JR train ticket, Disney tickets, and more all in one app! The best part about this app is the instructions they provide. I’ve never seen an app be so easy and clear to understand. They even had photos on where to go to collect my passes.

I did run into some bugs with the app itself. The most annoying one was when I went to add reviews to the places I went, I tried adding photos but when I clicked on an image thumbnail from my photos app, it shot me up to the top of my photos. I have thousands of photos in my photos app, so having to scroll down to my most recent photos was very tedious and annoying. Especially if I wanted to add more than one photo. I noticed this only occurred if I selected a photo that my iPhone had backed up to iCloud and needed to redownload because I selected it in the Klook app. Please fix this so users aren’t discouraged and stop adding photos to their reviews!

Réponse du développeur ,

Hey Andrew! Thank you for choosing Klook and taking the time to leave us a valuable review. We are pleased to know that you had an unforgettable experience with us. Your kind words are much appreciated and we are glad to have helped you during your trip! Best Regards, Wai Lun

Overall review

I was not really satisfied with the tours. You know most tourists don’t speak Japanese so you should have an English speaking tour guide, at least. During our tour to Mt. Fuji, we were stucked in traffic going and coming back, and since the tour guide cannot speak English, everybody was sleeping in the bus. When we got to the location the tour guide did not even explain that it was the place for picture taking of Mt. Fuji, everybody thought we were just there to eat and we were expecting more, so some of us didn’t have the chance to take pictures.
The audio guide was a little helpful but it does not really explain well where we were. The day tour was fine but we did not really go to all the places that were described in the itinerary.
When I needed help and tried to call customer service, someone from a different time zone answered my call and was not really able to help at all. If you mean true customer service, you should have someone based locally to help and answer questions right away, and not someone who was on a different time zone telling me to wait because he was an hour behind from where he was.
Lastly, I sent an email 2 days ago, and still no reply up to this day.
Sorry Klook, but I will never use you again. I always travel and have always used travel agencies without any problems, you were recommended to me so I tried it, but I was really, really disappointed on how your team handled the tours.

Booking Errors and Unhelpful Customer Service

We booked our JR tickets and I filled out the information under my account and paid with my card. Yet my boyfriend was the one who received the confirmation…which was weird but we didn’t really care as long as we had our booking. Then we noticed my full name was listed on the booking information but not on the voucher. This means I would not have been able to exchange my voucher for the JR pass.

I tried to log in and it says I have no account. So I reached out to customer support and they told me that the purchase was made under my boyfriend’s account. He doesn’t even have an account. So they tell me that I have to cancel and rebook a few weeks out from our trip when we booked well in advance. It was a system error on their part and they had customer service reps telling us they can fix it then another rep saying they can’t.

The communication is awful. The system error is strange as my full name does appear on the booking confirmation but not the voucher. And they had people telling us different things…all a few weeks before our trip. It has been stressful! I recommend using other sites to book the JR pass. I wanted to book experiences on Klook for our trip but I’m am very hesitant after our experience here.

Réponse du développeur ,

Hello jvlqz

We thank you for raising your concerns and sharing feedback on your experience - it is regrettable that things weren't up to your expectations during your booking with us.
This isn't what we'd hoped to hear and will be taking this as honest, constructive feedback to share within the team and merchants.
Would you be able to give us a few more details of your booking by clicking to this link https://s.klook.com/mzx66o so we can look into this for you?

We appreciate your kind support towards us and we hope to be able to provide you with a better experience on your next booking with us.

Sincerely
Jenny K