The Only App You Need: Klook’s Senior Director of Platform Sam Kwong Shares About Redefining the User Experience

With customer-centricity at its heart, Klook is dedicated to offer a simplified user experience. Sam Kwong, Senior Director of Platform at Klook, expands on how Klook caters Milennial and Gen Z travelers on their trips with new app and platform features.

Sam: At Klook, we understand the pain points of planning a trip. From finding hidden gems to navigating unfamiliar territories, the process can be overwhelming. That's why we've invested heavily in innovative features to simplify every step.

We believe travel should be more than just booking flights and hotels. It's about creating unforgettable experiences and stories. That's why we're building a platform that goes beyond a booking engine. We want to be your all-in-one travel companion, from inspiration to seamless execution.

Sam: Staying connected while traveling is essential, so we introduced our in-app eSIM feature allowing users to purchase and activate mobile data directly from the app. We’re the first travel platform to offer this feature, which makes me proud. No more worrying about picking up a Wi-Fi egg or using roaming —it’s all digital and available instantly on both iOS and Android. 

Finding transportation, especially upon arriving in a foreign destination, can be stressful. At Klook, we’ve focused on breaking down these barriers, especially when language differences come into play. Our private airport transfer feature allows users to communicate with their drivers directly through the app—even before they board the plane. Plus, we’ve added an in-app translation tool, so even if you don’t speak the local language, you can easily coordinate with your driver.

Sam: We’ve been working hard to make printed tickets a thing of the past. Now, with Klook, you can enjoy digital tickets for many iconic experiences to transportation options like Japan’s Shinkansen (bullet train). Instead of dealing with the hassle of redeeming tickets at busy stations, you can board the train using your mobile phone. It’s all about convenience and efficiency.

Sam: Flexibility is key, especially for today’s travelers. We understand that many people like to keep part of their trip unplanned for those spontaneous adventures. That’s why we’ve introduced personalized recommendations based on users' past searches, favorites, and historical bookings.

Whether you’re a history enthusiast or a foodie, our algorithm suggests activities tailored to your interests, and this continues even when you’re at your destination. We also provide in-destination recommendations based on your location, helping you discover hidden gems and local experiences you might otherwise miss.

Sam: We're constantly innovating to make travel smoother, more inspiring, and ultimately, more enjoyable by creating a truly seamless user experience. Our mission is to redefine the future of travel and make Klook the only app you need, from discovery to booking, and everything in between.