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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
    Klook Upgrades
    Purchasing Klook Upgrades
    Claims
    China Train Tickets
    Special Offers
    Seat Reservation & Seat Selection
    Ticketing and Deliveries
    Exchanges & Refunds
    Miscellaneous
    Airport Transfers
    Private Transfer
    Hotel
    Hotels - Inquiries About Partner Websites
    Hotel Vouchers - Inquiries About Reservations
    Hotel Vouchers - Inquiries About Cancellations
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, NZD, and JPY. 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 car 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

Purchasing Klook Upgrades

How can I purchase Klook Upgrades?

If your selected activity is eligible for Klook Upgrades, you will be prompted with the option to upgrade your activity when you make the booking. By upgrading your activity with Klook Flex, you will get back 50% of what you have paid even if you cancel the activity after the activity's free cancelation period.

Is Klook Upgrade applicable for all Klook activities?

At the moment, only selected activities are available for Klook Upgrades. More activities will be eligible in the future

Why can't I purchase Klook Upgrade for my booking?

At the moment, only selected activities are available for Klook Upgrades. You will be prompted upon checkout if the selected activity is eligible for Klook Upgrades

Who are eligible to purchase a Klook Upgrade?

At the moment, only 20% of Hong Kong and Singapore residents are able to purchase Klook Upgrades. Klook Upgrade will be available for a wider audience in the future

Can I purchase Klook Upgrades if I’m not a resident of Hong Kong or Singapore?

At the moment, Klook Upgrades are only available to residents of Hong Kong or Singapore.

Will a receipt be issued for my purchase of Klook Upgrades?

Your Klook Upgrades purchase will be reflected on the same receipt of your booking

Will I get a refund for my Klook Upgrades purchase if my order is canceled before the activity is confirmed?

Yes, your Klook Upgrades purchase will be refunded if your order is canceled before you receive booking confirmation

I haven't received confirmation of my Klook Upgrade purchase yet, what do I do?

Please contact Klook customer support for further assistance

Can I cancel or transfer my Klook Upgrade purchase?

Klook Upgrades are non-refundable and non-transferable.

Claims

How can I submit a Flex Claim?

Access the Klook Upgrade page or check out your booking details in the "My Bookings" page to submit your Flex Claim

Can I submit a partial claim for Klook Upgrades?

Yes. For example, if you have booked 5 tickets for an activity but one member of your party did not attend the activity, you may submit a Flex Claim for 1 ticket.

When do I have to submit my Flex Claim for Klook Upgrades?

You may submit your Flex Claim anytime after your activity's free cancellation period but no later than 10 days after the date of your activity

Why can't I submit a Flex Claim for my booking?

There may be a few reasons why you are not eligible for a Flex Claim, like the following:

  • You are still eligible for a FULL refund from the activity provider during the activity's free cancellation period
  • You have already submitted a Flex Claim for all units of your activity booking
  • It is more than 10 days past the date of your booking
  • Your booking has already been refunded

How long will it take for my Flex Claim to be processed?

Flex Claims will be processed within 7 working days from the date of your activity. The Flex refund will be made once it's been verified that the claimed unit or activity has not been redeemed

How will I know if my Flex Claim has been processed?

We will send you an email to notify you of the payout status

I used Klook Credits to pay for my booking. Will I be refunded in Klook Credits?

Yes, if your payment method was via Klook Credits, the Flex refund will also be in the form of Klook Credits

I placed an order using both cash and Klook credits. How will the refund work?

Your Flex refund will be equivalent to 50% of the paid amount, and will be given in the same ratio of cash (paid via Credit Card), Klook Credits, and Klook Gift Card balance that was paid upon booking

Special Offers

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

  1. Children measuring above 1.5m (4'11") in height are required to purchase regular adult tickets
  2. Children between 1.2m (3'11") and 1.5m (4'11") in height are eligible for child tickets
  3. Children measuring below 1.2m (3'11) in height may board for free provided that they do not require their own seat. Otherwise, they will be required to purchase a child ticket *Please note that an adult can only bring one child who is under 1.2m for free, if there are more than one, child tickets are required.

Are there any senior discounts?

Unfortunately, there are no senior discounts for China Rail tickets

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

Does Klook offer group rates for train tickets?

At the moment, there are no group discounts for train tickets 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 on Klook to be able to grab these special deals!

Seat Reservation & Seat Selection

Does my train ticket include seat or bunk reservation?

Your seat or bunk will automatically be assigned via the supplier's booking system

Can I select my seat or bunk when booking a train ticket?

Klook does not support seat or bunk selection at the moment

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/s can be seated in the closest available seats. However, it is not guaranteed

How to choose between seat classes?

"For high-speed trains (train numbers that start with G/D/C), there are 3 seat classes: business, first class, and second class. Second class is reasonably comfortable and includes air-conditioning, so if you are trying to control your expenses, second class seats would be a good choice (1) Second class: More compact seats arranged as 2+3 across the car width (2) First Class: Seats arranged as 2+2 across the car width. More comfortable seats with a foot rest pedal for leg space (3) Business Class: Seats arranged as 1+2 across the car width. Comfortable, spacious seats and reclining seats with tables. Complimentary meal or snacks (might vary on each train), beverage, coffee, and newspaper

For regular trains (train numbers that start with Z/T/K), there are more options for the types of seating, and sometimes “sleeper” classes to choose from (1) Premier soft sleeper: 2 bed compartments. Equipped with TV, sofa, private bathroom, slippers, washing utensils, and sockets (2) Soft sleeper: 4 bed compartments. Equipped with bed lights. More comfortable and has a bigger bunk compared to Hard sleeper. Might need to share the room with other passengers (3) Hard sleeper: Open bunks in bays of 6. Bunks and beddings are well-supplied (4) Hard sleeper compartment: 4 bunk beds in a room, 2 on each side. Might need to share the room with other passengers (5) Soft sleeper compartment: 1 double bed plus one single bunk bed. A maximum of 3 passengers can stay in the compartment (6) Soft seat and Hard seat: Same logic as first class and second class. Hard seats are reasonably comfortable (7) No seat (standing): The cheapest choice, but not available for all trains

*If you cannot find a certain seat or sleeper class type from our booking list, that means that the train does not offer such choices"

Ticketing and Deliveries

Can I use e-tickets to board the train?

China Rail does not have e-tickets. All non-Chinese passengers have to redeem their paper tickets and present their passport and ticket collection code at the ticket window

How can I pick up my ticket at local train stations?

You can go to the ticket windows at any local train station in Mainland China before your train departure time. It is highly recommended that you arrive at the station 90 minutes prior to departure as the station often gets crowded especially during holidays and peak season. Please take note that you will also have to go through security checks before onboarding

To collect your ticket at the ticket window, simply present your ticket collection code and passport

If you get lost, show this to any Chinese local to get some help: "我有些迷路,可以请您带我去售票处嗎?我需要取票。" (Excuse me, can you show me how to get to the ticket window?)

Can I pick up my ticket at the ticketing machine?

Unfortunately, the ticketing machine can only be used by Chinese passport holders and passengers from Hong Kong, Taiwan, and Macau (given that your ID has already been verified at the ticket window). Otherwise, you will need to redeem your ticket at the ticket window

What are the opening hours of train stations in China?

Most train stations in major cities are open for 24 hours but with less ticketing staff during night time. We encourage you to pick up your ticket during normal working hours (7:00am-8:00pm) as the opening hours might vary at each individual station

Where can I find my ticket collection code?

"(1) Once your booking has been confirmed, a confirmation email including the ticket collection code and other relevant information will be sent to you

(2) You can find the voucher and the ticket collection code on Klook by going to “Account” and then click the “View Voucher”

*If you cannot find your voucher on Klook, please make sure you update the app to its latest version"

Exchanges & Refunds

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

"In the event that you lost your ticket, please follow these steps: (1) Please go to the ticket window at the train station and present your passport to the staff to report ticket loss (2) You will have to re-purchase a new ticket with the exact same passenger, train, and seat information (3) Upon boarding the train, you will need to ask the ticketing staff to give you an official note stating that no other passenger is using your lost ticket (4) At your destination, go to the ticket window. Present your passport, new ticket, and the official note to get your refund. They will charge you a CNY2 handling fee

How long will it take before I receive my refund?

You will receive your refund within 7-10 working days depending on your credit card issuing bank. If you have not received the refund within the indicated time period, please email support@klook.com

Can I change my ticket?

"Klook does not support online ticket changes at the moment. Please go to the train stations in Mainland China to make these changes. The official ticket changing rules are as follows:

You can only change the train, seat, time, and date. Changing passenger information is not allowed. Also, you may only change the ticket once

(1) If you make the change more than 49 hours before departure: You can change to any other train and date within 30 days (2) If you make the change less than 48 hours before departure: You can change to any other train on or before your departure date (3) If you make the change after the train has departed: You can change to other trains on your departure date. However, tickets can only be changed at the departure station indicated on your paper ticket"

Can I cancel my ticket and still get a full refund?

"Before picking up your paper ticket, you can cancel your ticket online through Klook (no less than 2 hours before departure). Once the tickets have been picked up, you will have to go to the ticket window to make the cancellation in no less than 30 minutes before departure if you are making the changes in Mainland China, and no less than 60 minutes at the Hong Kong West Kowloon Station

A service fee for changing or cancelling tickets will be charged by China Rail accordingly:

For domestic trains in Mainland China:

  1. If you cancel more than 15 days before departure, there will be no service fee
  2. If you cancel more than 49 hours but less than 14 days before departure, there will be a 5% service fee
  3. If you cancel more than 25 hours but less than 48 hours before departure, there will be a 10% service fee
  4. If you cancel less than 24 hours before departure, there will be a 20% service fee

For cross-border trains between Mainland China and Hong Kong:

  1. If you cancel more than 15 days before departure, there will be a 5% service fee
  2. If you cancel more than 49 hours but less than 14 days before departure, there will be a 30% service fee
  3. If you cancel less than 48 hours before departure, there will be a 50% service fee

*We will not be able to make a refund if your the amount is equal or less than CNY2 "

Miscellaneous

What should I do if I miss the train?

For domestic trains in Mainland China, you can change your ticket for another train departing on the same date at the ticketing window. For cross-border trains between Hong Kong and Mainland China, you will need to purchase a new ticket and no refunds will be given.

Does my train ticket include a meal service?

Generally speaking, only some of the business class or premier class fares include complimentary tea, juice, and a meal (might be different on each train), to be served at your seat. Second class train ticket holders usually do not include at-seat meal services

Can I bring my own food onboard?

Yes, of course! Travelers are allowed to bring their own food and drinks onboard, and we encourage you to do so, as the food at train stations and on trains can be pretty expensive

What are the facilities available on a Chinese train?

"Onboard Chinese high-speed trains (train numbers starting with G, D, C) the following facilities below are provided: (1) Air-conditioning (2) Chinese and western toilets (3) Adjustable seats (4) 220V AC socket (5) Free hot water at the end of each carriage (6) Handicapped restroom and diaper table on the 5th carriage (7) Restaurant (8) WiFi (only available on Fuxinghao trains)

On regular trains, facilities below are provided: (1) Air-conditioning (2) Chinese toilets (3) Hot water (4) Restaurant car"

Private Transfer

What does the price shown in the search results include? What does 'All-in Fees' mean?

The price shown is the total service fee per vehicle, including taxes and tolls. The price may vary according to the supply conditions at the time of your search.

'All-in Fees' means the price displayed includes base fare, taxes, tolls, gratuities, and meet & greet service fees. Additional charges may apply if you require additional services like child seats.

Can I make changes to my booking once it's been confirmed?

Making changes to a booking is fairly simple but would depend on some conditions: whether your reservation complies with the cancellation policy, and if the service provider you selected is able to accommodate your request.

If your request is still within the cancellation cut-off time, you could simply cancel your existing booking and rebook it with the correct details. Otherwise, your request may only be accommodated depending on how early you notify Klook or the service provider about the changes.

My flight is delayed, can I change the pick up time for my booking?

Sorry to hear your flight got delayed! Don't worry, our transportation providers will closely monitor your flight status, so as long as the flight number you provided has not changed, your driver will be there to pick you up.

How early after my landing time should I schedule my airport pick up service?

Typically, it is recommended to schedule your pick up 30-40 minutes after your domestic flight landing time if you have check-in luggage, while 20 minutes after would be enough if you only have a carry-on. If you're coming from an international flight, it is recommended to schedule your pick up an hour or 1.5 hours after landing to give enough time for getting through customs. It's also recommended to call your assigned driver once you've landed to inform them that you've arrived so they know to expect you soon.

What is considered luggage? How many suitcases can I bring? Will my luggage fit the vehicle?

Anything that needs to be stowed away in the trunk of the vehicle will be considered luggage. Carry-ons are bags that you can put on your lap while inside the vehicle. Oversized items (e.g. bikes, strollers, foldable wheelchairs, etc.) will count as 2 pieces of luggage. The maximum amount of luggage allowed is displayed next to the suitcase icon in each product page. Please take that into consideration when selecting your preferred vehicle.

Standard luggage measures a total of 62 linear inches (157.48cm) or 27 x 21 x 14in (68.58 x 53.34 x 35.56cm) and should weigh around 50lbs (22.68kg) based on most airline standards for check-in luggage.

What does 'Free Waiting Time' mean?

Free Waiting Time is the amount of time that the driver will wait for you after your selected pick up time - in case you're delayed during immigration, baggage claim, or customs - for no additional fees.

Most of our service providers will monitor flight statuses and make sure the driver will be there to pick you up when you land. In case of delays, it is recommended to contact Klook or the local service provider in advance and request to extend the waiting period until you can meet the driver. Additional charges may apply.

Where will I meet my driver once I arrive at the airport?

Pick up locations may vary for different service providers. Specific, detailed instructions will be provided in your booking confirmation email.

Are your vehicles wheelchair accessible?

Most of the vehicles will allow you to bring a foldable wheelchair. Please make sure you take into account the amount of luggage you'll be bringing since foldable wheelchairs will take up space in the trunk of the vehicle. We try our best to attend to all your needs, but unfortunately, not all of vehicles are wheelchair accessible. Photos of vehicles with wheelchair ramps will be provided whenever a wheelchair accessible vehicle is available. Please indicate that you'll be bringing a foldable wheelchair on the 'Special Instructions' field right before you confirm your booking.

How early should I make a booking for my trip?

It is recommended to make a booking at least 2 days before the date of your trip to secure a high-quality transfer service at the best price. Most of our transportation providers offer free cancellation for trips canceled 24 hours prior to the indicated pick up time, so you won't have to worry if you have sudden changes in your plans.

Can I cancel my booking if my plans have changed?

Cancellations may be made by viewing your order details and clicking 'Apply for Refund' or by emailing support@klook.com. Note that cancellations made after the free cancellation period may not be fully refunded.

Why does the price of my selected vehicle change while I'm trying to complete my booking?

Prices displayed for private transfers are valid for 15 minutes from when the search was conducted. After, the price may be subject to change. In case of price changes, you will be notified and asked if you would like to proceed with the booking. Note that we will not charge more than what you have agreed and confirmed to pay for.

Do children or infants count as a regular passenger?

A child or infant who would require an individual seat will be considered a regular passenger, unless otherwise stated within the details of the activity.

Depending on the activity, there may child or infant seats available.

What should I do if my driver is late or I can't find my driver?

In case you're unable to locate your driver:

  1. Check the pick up information on your Klook voucher to ensure that you are at the correct location. This is the same information provided to the local operators as well.

  2. Check your registered email address to see if the operator has tried to contact you via email or by any other contact method that you provided during your booking. Tip: most airports have free WiFi. If you are not able to connect, you can try your luck at the nearest convenience store or cafe.

  3. If you're still unable to locate your driver, contact the local operator. Contact information can be found at the bottom of your Klook voucher. In cases where the local operator number is not available or the operator is not responding, please feel free to get in touch with Klook's 24-hour customer support team via support@klook.com

How do I contact my driver?

Depending on the local operator, the driver's contact information may or may not be made available to you at the time of booking or before your actual trip.

If the driver's contact details are not provided, you can choose to contact the local operator directly, or get in touch with Klook's 24-hour support team via support@klook.com for futher assistance, in the event of any mishaps. This contact information can be found at the bottom of your Klook voucher.

What is a surcharge and when do I get charged?

In some cases, local operators might charge an extra fee in addition to the product price. These conditions are activity-dependent and customers are advised to read and understand all potential surcharges before making any bookings. Conditions regarding the surcharges will be clearly stated within each activity detail.

Some common surcharge examples include:

  • Pick ups or drop offs outside the service area
  • Requests for child or infant seats
  • Exceeding free waiting time

If you feel like you have been unfairly charged, please reach out to us at "Ask Klook" by submitting a 'Feedback on Existing Booking' inquiry and our friendly Klook support agents will assist you with your request shortly!

Do I have to tip the driver?

While it may be a common practice in some countries, tipping is optional (unless otherwise stated within activity details) but always appreciated!

Please be informed that the tips are non-refundable under all circumstances and the amount will not be reflected on the receipt.

How do I get a receipt for my booking?

Customers are issued a receipt for all bookings made on Klook. To view this receipt, log into your account and go to 'Bookings', click 'View more' under the activity, then click 'Receipt'

Hotels - Inquiries About Partner Websites

How do I book hotels and earn Klook credits?

1.Log in or sign up for a Klook account on the top-right corner of the page

2.Visit any booking channel that supports rebate codes

3.Click the Search button, which will redirect you to a page with your unique rebate code

4.Read and follow the instructions carefully to ensure that your Klook credits will be tracked

5.Copy the rebate code, open a new tab, and proceed to the official website of the booking platform

6.Select your preferred hotel and proceed to checkout

7.Enter the unique rebate code at checkout and complete the payment process so Klook can track your order details and the total amount spent

8.You will receive your Klook credits within 6 to 8 weeks after our partner confirms your checkout from the accommodation

Can Klook track my orders if I forget to enter in my unique rebate code?

Klook awards credits based on your order and the total amount paid. As such, we must know your Klook account information and all order details.

We will not be able to track your bookings and award Klook credits if you forget to enter your unique rebate code as you're booking accommodations. To ensure that you will not forget to enter your rebate code, please do not close the page with the rebate code and return to it as you're booking.

Why is the number of Klook Credits that I received different from the one shown on the partner website?

Our partner websites calculate Klook Credits based on live exchange rates for reference purposes, while Klook uses monthly exchange rates. Due to fluctuations in exchange rates, there may be a difference between the credits you received and the one shown by the partner website. Please refer to the actual credits received.

What is the main difference between a Klook Discount Code and Klook Rebate Code?

Klook partners provide different types of discounts, depending on the selected booking platform.

Discounts codes offer discounts during booking. To receive your discount, you must get the discount code on Klook's hotel booking engine, then apply it on the booking platform's official website as you're checking out.

Rebate codes offer Klook credits, which will be awarded to you within 6 to 8 weeks the partner website confirms that you've checked out from the accommodation. Klook credits can be used for your next booking with Klook, as long as they are still valid.

When can I use my Klook Credits?

You will receive your Klook credits within 6 to 8 weeks hours after our partner confirms that you've checked out from your accommodation. Please note that it will always take our partner 10 days to update the booking status. Once you are awarded your Klook credits, you can use them for future bookings as long as they are still valid.

*Klook credits will only be awarded after you complete your booking/check out from your accommodation.

What does it mean when my Klook credits status is “On the way” after I book hotels?

This means that Klook is tracking your order and order details are being validated by our partner to ensure that there will be no cancellations, returns, or no-shows.

If you cancel your hotel booking or are a no-show, the Klook credits will no longer be awarded. You will receive your Klook credits only if you check-out from the property and we receive a status update from our partner, which is typically done within 10 days for most merchants.

Hotel Vouchers - Inquiries About Reservations

How do I make my hotel reservation?

Your hotel's contact information will be included in the confirmation email you will receive after purchasing your hotel voucher. Contact the hotel by phone or email and indicate the voucher number to make your reservation.

Can I purchase a voucher and stay at the hotel on the same day?

No. Most hotels require reservations to be made in advance, while others have specific dates where hotel vouchers cannot be used. Please carefully read the terms & conditions section of hotel pages before purchasing your voucher.

Can I change my stay dates?

Please contact the hotel directly (by phone or email) for any changes to your reservation, as each hotel has its own set of policies. Note that the hotel reserves the right to refuse your request.

What should I do if I haven't received any confirmation from the hotel?

Contact the hotel directly to check if you've provided the correct email address. If you are unable to reach the hotel, please reach out to our customer service team for assistance.

How do I make special requests for my stay (e.g., add an extra bed/baby cot)?

Please contact the hotel directly (by phone or email) for any special requests, as each hotel has its own set of policies. Note that the hotel reserves the right to refuse your request.

Where can I find the hotel's contact details?

Your hotel's contact information is available on the hotel booking page and in the confirmation email you'll receive after purchasing your hotel voucher. If you are unable to locate it, contact our customer service team for assistance.

Do I need to pay any additional fees upon arrival at the property?

Klook hotel vouchers do not include fees for security deposits, room upgrades, or any add-on services. Please contact your hotel directly for more information about additional fees.

Hotel Vouchers - Inquiries About Cancellations

Can I cancel my stay at the property?

Please contact the hotel directly (by phone or email) for any requests to cancel your stay, as each hotel has its own set of policies. Note that the hotel reserves the right to refuse your request.

What is a "Conditional Refund"?

When a hotel rejects your reservation, you are entitled to a full refund. To get this refund, you must send Klook a refund request supported by a confirmation email from the hotel. Once done, we will send the refund accordingly.

What do I do if the hotel voucher has expired?

Expired vouchers cannot be used and are non-refundable.

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, NZD, and JPY. 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.