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Hello. How can we help you?

    General FAQs
    Booking Process
    Payment Process
    Coupons & Credits
    Changes & Refunds
    Account Settings
    Europe Rail
    Special Offers
    Seat Reservation
    Ticketing and Deliveries
    Exchanges & Refunds
    Miscellaneous
Ask Klook

Booking Process

Do I have to use my voucher on a particular date?

For most tours, activities, transport and WiFi, your voucher is only valid on the date you selected when booking. For most attraction tickets, you will be able to visit the attraction on any date within a selected period. Please check the 'How To Use' section on the activity page or your voucher details to check your voucher's validity.

How can I book an activity?

Find your preferred activity or tour, select the relevant package, date and quantity, click 'Book' and continue to the payment page. Let the adventures begin!

What is instant booking? What does the lightning bolt sign mean? What do I do if I don't receive my voucher?

When you see 'Instant' with a lightning bolt icon on an activity, it means that when you complete the payment, you will receive your booking voucher within 5 minutes.

If you have not received your confirmation email, please refer to the following steps:

  • Check the Spam folder in your email just in case

  • Log into your Klook account via web or app, go to the 'Bookings' page and see if you can find your booking status there

  • For further assistance, please reach out to us at "Ask Klook" by submitting a 'Check Status of Existing Booking' inquiry

After I make a booking, how long will I wait to receive my voucher?

Different activities have different confirmation times, which are indicated in the activity details. You will find the corresponding confirmation time (e.g. Instant confirmation, 24 Hours Confirmation, or 48 Hours Confirmation) indicated on the activity page

How do I know if my booking is confirmed?

After your booking has been confirmed, you will receive an email with the voucher attached.

To view on App: You may log into the Klook App and tap 'Bookings' (the fourth icon along the bottom) to check the status of your bookings

To view on Web: Log into our website, access your profile by clicking on the top right-hand corner, then select 'Bookings' to view the confirmation status of your bookings

What do I get after I book?

You will receive an Order Summary email, listing the activities you booked, as well as a separate email with your e-voucher attached. It will also be accessible within your account on the website and within your app account.

I have booked an activity but I have not received a confirmation by email. What do I do?

If you have not received your confirmation email, please refer to the following steps:

  1. Check your the Spam folder in your email just in case

  2. Log in your Klook account via website or app, go to the 'Bookings' page and see if you can find your booking status there

  3. For further assistance, please reach out to us at "Ask Klook" by submitting a 'Check Status of Existing Booking' inquiry

How can I get directions to the activity location?

You can find the directions to the activity location by:

  1. Checking the 'How to Use' section in the activity details
  2. Checking your voucher for more information on the activity location and tips on how to get there

Payment Process

How can I see how much it will cost?

First choose your preferred currency from the drop down menu on the website or within your settings on the app. Check the cost of your preferred currency by selecting the package and date, then adjusting the units to reveal the final amount payable. Kindly note that due to currency fluctuation, the cost of the same activity may change from time to time.

Whilst Klook does not charge any handling fee in addition to the amount stated on our platform, foreign transaction fees may be levied by your card's issuing bank if you pay in a non-local currency. Please check with your bank if you have any queries prior to making a purchase.

Which currencies does Klook accept?

Klook displays activity prices in a number of currencies including USD, HKD, SGD, TWD, EUR, GBP and more which you can change using the currency drop down menu. However, we currently only accept transactions in USD, HKD, SGD, CNY, TWD (excluding AMEX card), MYR, KRW, THB, PHP, VND, IDR, EUR, GBP, CHF, DKK, ISK, NOK, SEK, RUB, KHR, MOP, AUD, and NZD. For all other Southeast Asian currencies, you will be charged in SGD. All other displayed currencies will be charged in USD. Klook does not charge any service fees or additional fees. If for some reason you see any extra fees, please check with your credit card issuer.

How can I pay?

Klook accepts payments via the following methods: Credit card (VISA, Master Card, American Express-HKD), Debit Card, PayPal, Apple Pay, Google Pay, Alipay-CNY, Wechat Pay-CNY/HKD

Can I pay by cash?

As Klook is an online platform, unfortunately we do not accept cash payments. All bookings must be made over our website or app (available on iOS and Android).

Do you have a physical office for me to buy from?

Unfortunately our physical office does not serve as a ticketing office.

I can't pay, help!

The issue is likely to be caused by one of the following situations: a. If the Klook website works fine, but upon clicking 'Pay', the page doesn't load --> Please refresh the page, or try again later.

b. Your card is rejected --> Please try a different card. Most common bank cards are accepted but please note that we only accept Visa or MasterCard (and Amex for HKD transactions only).

c. You have chosen PayPal as the payment method using your credit card and you are being forced to sign up as a PayPal member --> Unfortunately, the actions of PayPal are out of our control. We advise you to sign up for PayPal in order to pay.

If you are still experiencing problems, please reach out to us at "Ask Klook" by submitting a 'General Inquiry'

I received two PayPal receipts for one booking. Did you charge me twice?

Normally PayPal will only send out one receipt. The error might be due to a system hiccup from PayPal. Please reach out to us at "Ask Klook" by submitting a 'Feedback on Existing Booking' inquiry with details of your booking and we will confirm how many bookings we have received.

Is my payment secure?

You can be safe in the knowledge that we're using third party secure payment gateways to process your payment. If you choose to 'save card information', your credit card and debit card details are tokenized and encrypted and stored securely with our payment gateways.

Coupons & Credits

How can I get Klook credits?

You can earn Klook credits by booking your activities with your registered Klook account on the Klook website or app.

We offer rebate in the form of Klook Credit at 5-10% of the booking value for each activity completed. 10 Klook Credits = 1 HKD. Adjust the currency settings to view the equivalent dollar amount of your accumulated credits.

The more activities you complete, the more credits you will earn

How can I use credits?

Once you have collected more than 10 credits, you may use these credits towards your next purchase.

On our website, you can apply your credits by ticking the box in the 'Promotion' section of the check out page when making a booking.

When making a booking on our app, after entering the relevant Traveler's Information, you can choose to 'Redeem Klook Credits' on the following page. Choose 'Select Credits' to determine the amount of credits you wish to apply to the booking.

Will Klook Credits expire?

Credits are valid until 31st December the year following the year you received the credits. For example, credits received on 1 Jan 2017 will expire on 31 Dec 2018. Credits received on 31 Dec 2017 will expire on 31 Dec 2018. Credits will automatically expire after this time.

How can I redeem a promo code?

On our website, you can click to enter a promo code in the 'Promotion' section on the checkout page.

The discount will be deducted from your order before the payment page, please check the correct discount has been applied before you confirm payment.

On our app, after entering the relevant Traveler's Information, you can tap 'Apply Promotion Code' on the following page, enter the Promotion Code and tap 'Redeem' to apply the special offer that is applicable to your booking.

Alternatively, you may access your account by click the icon in the bottom-right corner of the app, then tap 'Promotions', where you can enter and save the Promotion Code for future use.

What are coupons?

On the Klook App, when you enter a promotion code into the 'Promotions' section of your account, you will be issued a coupon that will be saved in your account. You can apply this coupon at checkout on future bookings (within the redemption period).

How do I get a coupon for inviting my friends?

You can share your unique referral code or link to invite friends to sign up on Klook. Every friend you invite will receive a welcome coupon after they sign up. When that friend books and completes a Klook activity, you will also receive a reward coupon

My friend booked an activity but I still haven't received my credits, what happened?

You will receive your reward coupon only after your friend completes the activity. For example, if your friend books a tour today for a date in 2 weeks' time, you will receive your reward coupon 2 weeks after your friend finishes the tour. The reward coupon will be transferred into your account within 24 hours from the date that your friend completed the activity

What should I do if I need help?

Our friendly Support Team is available to assist you in English, Cantonese, and Mandarin. Please reach out to us at "Ask Klook" by submitting a 'General Inquiry', or via online chat.

Changes & Refunds

Can I get a refund?

The cancellation policy varies with different activities. Please check the cancellation details of your activity to see if you are eligible for a refund.

For activities that accept free cancellation, you can cancel the bookings directly if it is within the cancellation timeline, and a full refund will be issued. If it is out of the cancellation policy, a refund will not be provided.

Under certain unforeseeable circumstances (e.g. flight cancellation, natural disaster, etc.), we would offer refunds to customers if relevant proof is provided. Please reach out to our support team at "Ask Klook" by submitting a 'Cancel Booking' inquiry

I still haven't received my refund, what happened?

If your initial payment was made via PayPal, the refund will be processed instantly after we process the refund. If you paid by credit card, it usually takes 5-7 working days, or up to 30 days for certain banks, for you to receive the refund in your account.

If after these time scales you have still not received your refund, please reach out to us at "Ask Klook" by submitting a 'Feedback on Existing Booking' inquiry.

How do I change information about my reservation after I make a booking?

Please reach out to us at "Ask Klook" by submitting an 'Amend Booking' inquiry and we will do our best to make the changes for you.

How can I claim a refund?

First, please check the cancellation details of your activity to see if you are eligible for a refund. Then please reach out to us at "Ask Klook" by submitting a 'Cancel Booking' inquiry and we will help process your request.

Account Settings

How do I create an account?

It's free to create a Klook account. You can sign up with your email address or phone number, or log in with your Facebook or WeChat account.

To sign up with your email:

  1. From the Klook homepage, click the 'Sign Up' button
  2. Enter your email address and chosen password, then click the 'Sign Up' button
  3. Head over to your email inbox and click the URL in the verification email to activate your account
  4. Go back to the Klook homepage and sign into your account to start your next adventure!

To sign up with your phone number:

  1. From the Klook homepage, click the 'Sign Up' button
  2. Enter your phone number and click 'Send Verification Code'
  3. Enter the verification code and chosen password
  4. Click the 'Sign Up' button and it's done! Enjoy searching for your next adventure!

To sign up with Facebook or WeChat:

  1. From the Klook homepage, click the 'Sign Up' button
  2. Choose which social platform you would like to sign up with and enter your account username and password. If you are signing up with WeChat, you will need to use your WeChat via mobile phone to scan the QRcode
  3. Click the 'Agree' button and it's done! Enjoy searching for your next adventure!

How can I reset my password?

Log into our website www.klook.com, click on your profile in the top right-hand corner, then select 'Settings'. Enter your current password, and the preferred new password. Note that your password is case sensitive and must include at least 8 characters, including 1 number.

What should I do if I forget my password?

From the Klook homepage, click 'Log In', then 'Forgot Password'

Enter the phone number used to create your Klook account and we will send you a code to reset your password

OR click 'Reset via email', then enter the email address used to create your Klook account and we will send you a link to reset your password

How can I change my email address?

If you wish to receive your voucher through a different email address, please click on your profile at the top right-hand corner of the Klook homepage, then select 'Settings'. In the 'Account Information' section, enter your preferred email address under Email (To Receive Voucher) and click 'Save'

How do I delete my account?

For more information, please reach out to us at "Ask Klook" by submitting a 'General Inquiry'.

Why was my account deactivated?

For more information, please reach out to us at "Ask Klook" by submitting a 'General Inquiry'.

Special Offers

I am traveling with infants and children. Do I need to buy a train ticket for them?

Children aged 0-3 may travel for free if no separate seat is required. If you wish to reserve a seat for your child, you will need to purchase a youth ticket and indicate the child is aged 4 upon checkout

Are there any child or youth discounts?

Many of the European train tickets offer discounts for children and youths aged 4-25, depending on the specific train routes and rail operators. If applicable, child and youth fares will be calculated and automatically applied on your desired train itineraries, which means the fares displayed on your screen is already a discounted fare

Are there any senior discounts?

Some of the European train tickets offer discounts to senior travelers aged 60+, depending on the specific train routes and rail operators. If applicable, senior fares will be calculated and automatically applied on your desired train itineraries, which means the fare displayed on your screen is already a discounted fare

Can I get a student discount if I have an international student card?

Unfortunately, no student discounts will be offered to overseas students with an international student card. However, if you are aged 25 and below, you may enjoy a youth discount instead, depending on the train routes and rail operators of your selected journey

Does Klook offer group rates for train tickets?

At the moment there are no group discounts offered on Klook

Are there any promo fares for train tickets?

Klook offers promotional fares for selected train routes from time to time. Stay updated with Klook to be able to grab these special deals!

Seat Reservation

Does my train ticket include seat reservation?

For international and domestic high speed trains, seat reservations are already inclusive in the ticket price. You will be automatically assigned a seat by the booking system

Can I select my seat when booking train ticket ?

Unlike buying flight tickets, you cannot select your train seat at the moment, but you may state your seat preferences when purchasing on Klook. Klook will try its best to arrange your preferred seat but please be reminded that it is not guaranteed

How can my travel companions and I be seated together?

If you wish to sit together with your travel companions, please purchase multiple tickets in one booking so that you and your companion can be seated in the closest available seats. However, please be reminded that it is not guaranteed.

If you will be taking local or regional trains, such as the TER trains in France and RB/RE trains in Germany, you and your companions can simply board the train with your tickets and sit in any empty seat

Ticketing and Deliveries

What are the differences between 'Physcial Ticket', 'Print at Home (E-Ticket)'s, and 'Pick Up at Station'?

Physical Ticket: You will receive your physical ticket within 7 working days. If you are traveling to your chosen destination soon, it is highly recommended to book tickets that offer e-ticket options or allow direct pick up at train stations

Print at Home (E-Ticket): E-tickets will be sent via email as a PDF attachment. Please ensure to print the tickets on A4 paper prior to your departure and be ready to present the document as you board the train

Pick Up at Station: You may collect your tickets at the local stations by entering your ticket code at any self-service ticket machine

If I choose 'Pick Up at Station' as ticketing option, how should I get my ticket in local train stations?

You may collect your train ticket from a self-service ticket machine or a staffed ticket window (applicable only for UK trains) at a local station before your train departure time. It is highly recommended that you collect your ticket at least 30 minutes prior to departure.

To collect your ticket from a self-service ticket machine, you need to enter the 6-9 digit code in order to print your ticket. The code can be found in the confirmation email you received from Klook, or retrieved from the voucher in your Klook account. Sometimes you will be required to insert a credit card to activate the ticket machine, but please be assured that you will not be charged any extra fees.

To collect ticket from ticket window, simply show the reservation code or PNR to the staff to receive your ticket

What are the opening hours of European train stations?

Opening hours range depending on the train station. Please contact national rail operators or local train station staff for more details, especially if you plan to collect ticket early in the morning or late at night

How long will it take before I receive my physical ticket?

Klook will process your booking and send out your physical rail pass or train ticket on the first business day after we receive your booking (not applicable on weekends and holidays). Please note that delivery lead time varies depending on countries or regions. Please allow yourself enough time to receive your physical ticket before departing from your home city.

Exchanges & Refunds

Can I get refund if my physical train ticket is lost or stolen?

Refund policies vary depending on the types of tickets and fares. If your physical tickets are refundable, please follow the instructions given by Klook to initiate and claim your refund

How long will it take before I receive my refund?

If your initial payment was made via PayPal, the refund will be processed instantly after we process the refund. If you paid by credit card, it usually takes 5-7 working days, or up to 30 days for certain banks, for you to receive the refund in your account.

If after these time scales you have still not received your refund, please reach out to us at "Ask Klook" by submitting a 'Feedback on Existing Booking' inquiry.

Miscellaneous

What should I do if I miss the train?

Please make sure you have enough time to transfer between trains, especially if you have a connecting train in a different train station

Does my train ticket include a meal service?

Generally speaking, only some of the first class or premier class fares include meal services. Second class train ticket holders usually do not include at-seat meal services but travelers will have free access to the restaurant wagon where a wide range of snacks and beverages are available for purchase

Can I bring my own food onbroad?

Yes, of course! Travelers are allowed to bring their own food and drinks abroad

Ask Klook

Please reach out via our online chat or through email using the inquiry form below. Service is available 24 hours, 7 days a week

Type of Question

(You currently have no bookings, so some options may be unavailable to you)

Common Questions

After I make a booking, how long will I wait to receive my voucher?

Different activities have different confirmation times, which are indicated in the activity details. You will find the corresponding confirmation time (e.g. Instant confirmation, 24 Hours Confirmation, or 48 Hours Confirmation) indicated on the activity page

Which currencies does Klook accept?

Klook displays activity prices in a number of currencies including USD, HKD, SGD, TWD, EUR, GBP and more which you can change using the currency drop down menu. However, we currently only accept transactions in USD, HKD, SGD, CNY, TWD (excluding AMEX card), MYR, KRW, THB, PHP, VND, IDR, EUR, GBP, CHF, DKK, ISK, NOK, SEK, RUB, KHR, MOP, AUD, and NZD. For all other Southeast Asian currencies, you will be charged in SGD. All other displayed currencies will be charged in USD. Klook does not charge any service fees or additional fees. If for some reason you see any extra fees, please check with your credit card issuer.

How can I see how much it will cost?

First choose your preferred currency from the drop down menu on the website or within your settings on the app. Check the cost of your preferred currency by selecting the package and date, then adjusting the units to reveal the final amount payable. Kindly note that due to currency fluctuation, the cost of the same activity may change from time to time.

Whilst Klook does not charge any handling fee in addition to the amount stated on our platform, foreign transaction fees may be levied by your card's issuing bank if you pay in a non-local currency. Please check with your bank if you have any queries prior to making a purchase.