Klook

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Klook's key feedback

Refund Policy Issues

A significant number of users, approximately 30%, express frustration with Klook's inflexible refund policy, which does not accommodate last-minute changes or unforeseen circumstances, leading to dissatisfaction and financial loss.

The app's refund policy is inflexible and doesn't accommodate last-minute travel changes, which can be essential in situations like train delays.

Customer Service Problems

Around 25% of users report poor customer service experiences, including unhelpful responses and lack of real-time support, which exacerbates issues when problems arise during travel.

Klook offers almost no support services beyond selling, and their online customer service feels like talking to a robot.

Booking and Ticketing Errors

Approximately 20% of users encounter issues with booking errors, such as tickets not appearing in the app or incorrect booking details, leading to additional costs and inconvenience.

Bought a skyliner ticket, but it disappeared from the app, forcing me to buy another ticket at the station.

App Functionality and Usability

About 15% of users experience technical issues with the app, such as connectivity problems and app crashes, which hinder their ability to make bookings or access tickets efficiently.

The app will hardly work when trying to open it, always saying lost connection.

Nuggets

Major Highlights of the Week

Refund Delays

Klook holds onto refunds even when the main organizer has refunded them, offering only Klook cash vouchers instead. This practice leaves customers without their money and undermines trust in the refund process.

Klook keeps refunds even after the event organizer has refunded them, offering only Klook cash vouchers.

App Connectivity Issues

The app frequently loses connection, making it difficult for users to access their bookings and tickets. This connectivity problem disrupts the user experience and can lead to missed activities.

The app often says 'lost connection,' making it hard to open and use.

Customer Service Failures

Klook's customer service is unresponsive and unhelpful, often failing to resolve issues or provide timely support. This lack of effective customer service leads to frustration and dissatisfaction.

Customer service promised a response in 48 hours, but weeks later, there's still no resolution.

Booking Errors

Users experience booking errors where transactions don't go through, yet they are still charged. This issue results in double charges and a lack of ticket delivery, causing financial and logistical problems.

The transaction didn't go through, but I was charged twice and never received my ticket.

Inflexible Policies

Klook's inflexible refund and change policies do not accommodate last-minute travel changes, leading to financial losses for users. This rigidity is particularly problematic in situations like train delays.

The app's refund policy is inflexible and doesn't accommodate last-minute travel changes.

Vendor Mismanagement

Klook's vendors sometimes fail to provide the booked services, such as airport transfers, and customer service does not assist in resolving these issues. This mismanagement results in a poor user experience.

The vendor never contacted me for my airport transfer, and customer service was no help.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Refund Delays

App Connectivity Issues

The app frequently loses connection, making it difficult for users to access their bookings and tickets. This connectivity problem disrupts the user experience and can lead to missed activities.

Customer Service Failures

Klook's customer service is unresponsive and unhelpful, often failing to resolve issues or provide timely support. This lack of effective customer service leads to frustration and dissatisfaction.

Booking Errors

Inflexible Policies

Vendor Mismanagement

Quotes of the week

Hear from some of the most impactful users to drive changes

I advise against using this app for travel bookings. Although the prices seem reasonable, the app's refund policy is inflexible and doesn't accommodate last-minute travel changes, which can be essential in situations like train delays. The customer service was also unhelpful.

JM7012

Week of April 1st, 2025

When booking anything on this Klook app, make certain everything is correct and that you’ve explored all options before confirming and paying. There are ZERO changes, cancellations, or refunds for anything. Even the help center will repeat NO CANCELLATION, CHANGES, or REFUNDS.

tootlord

Week of April 1st, 2025

Klook offers almost no support services beyond selling. Their online customer service feels like talking to a robot, with poor comprehension and no ability to resolve issues. If you encounter a problem, there's no way to get it resolved, as everything is based on what the supplier says.

Jackzhang1258

Week of April 1st, 2025

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Klook

Top Insights This Week

Refund Policy Issues

Customer Service Problems

Booking and Ticketing Errors

App Functionality and Usability

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts