TLDR: Book through Klook with caution. Do not book anything unless you are 100000% certain your plans will NOT change in any way whether your fault or not, or ensure it is a cheap enough booking you don't mind eating the cost. If you can wait, wait, because Klook will not help you in anyway should something unexpected like a typhoon ruin your plans.
It is infuriating how many times Klook is recommended on this site and via content creators on tiktok, but not a single person discusses their absolutely AWFUL customer service. I have never experienced a third party booking site that is so impossible to work with. I've used Klook for multiple international trips and it is a headache everytime.
The first time I traveled, we had tickets to an outdoor event that was completely washed out by three days of storm. The event organizer did not cancel until the morning of and Klook refused to refund because it was less than 24 hours until the event. Eventually after multiple weeks of arguing with their useless customer service chat and fighting through emails, they refunded 50% of our total cost. Gee. Thanks.
Their customer service chat will automatically close on you in less than 2 minutes of inactivity (even if you are retrieving information they asked you for) leading you to restart the process over and over again.
The most recent trip I was on had changes to the travel dates due to the flooding in Japan. I reached out to Klook to change the date on a Disney Sea booking. (Per the fine print on the booking, i had about ten more days to make this change, so well within the window.) Relieved, I reach out to customer service, only to be told NO. That because the Disney Sea booking is bought under the Klook Pass, any changes must be made within 30 days of "activation."
The Klook pass is basically a slight discount, that you bundle 3 or 4 activities for a slightly reduced price. Had I known it would end up costing me wasted Disney Sea tickets I wouldn't have done it at all. The verbiage on the klook pass is very clear, you must make all of your reservations within 30 days of activation. It is not unless you click two small drop downs in fine print that you see any changes and amendments must be made within those 30 days as well.
So despite the fact that my Disney sea booking clearly states I am well within the window to make changes, Klook decides nope. Not happening.
In the same breath, I contacted to cancel at least our transport to Disney sea, to attempt to recover any funds I could. (Which in the fine print said cancellations are accepted up to 24 hours before). They would only do so if I provided them a DETAILED itinerary listing every passengers information for our flights in and out of Tokyo to prove the dates changed. It was a $15 bus fare for 6 passengers. Entire detailed itinerary and personal information really necessary? It just seemed like they were hoping I would refuse to give the information so they didn't have to refund me. Of course, I submitted what they needed and ultimately they gave the refund.
Still out $60 x 6 for Disney sea.
All other bookings cannot be changed or amended. So the literal ONLY booking that we had some flexibility with, Klook got to decide they weren't going to allow it. Their customer service may as well be non-existent if the policies have absolutely no flexibility even for things out of your control.
Unfold every single arrow you see that could be a drop down and ensure you do not miss a single sentence. They have zero flexibility or willingness to assist with anything outside of their "guidelines." Even when it is their guidelines preventing you from utilizing the guides set by the place you are booking for.
Also, booking shinkansen tickets on Klook is not in any way necessary. especially with their exorbitant processing fee. Book them yourself on the EX app or wait until you land and buy them at the kiosk. Unless you're traveling during a national holiday, they don't sell out until the day before and sometimes not even until the day of. So you don't need to give this infuriating company any unnecessary money. (However, if you are the rare someone the JR pass benefits, Klook is one of the only places you can get a slight discount on it.)
by adorabri1230