Klook

I ordered a car service from Klook. The description for this car service was 'Mercedes Benz E-Class or Similar'. Even though it was more expensive than the other car services from Narita Airport to Tokyo, the thought of relaxing in the back of a luxury car for the 1 hour drive was worth it. Imagine my surprise when the car was a Toyota Alpha III van. This is the same as all the other services, and half of Tokyo's taxi fleet. Driver also wanted to charge us a waiting fee - we had booked the car for 6 pm and this supposedly included 1 hour of wait time. However, the driver was trying to charge us from the moment we landed (at 5 pm). We had deliberately booked the car for 1 hour after we landed in order to clear customs and health screenings. In any case, once I showed him the reservation we got on our way.

I complained to Klook and to the vendor about the switch of cars and that I expected a refund of the difference between a regular transport (about $100) and the premium price I had paid for the premium service. I was informed that they both consider the Toyota Alpha III to be in the same class as the Mercedes Benz E-Class, and that no refund would be forthcoming. This is of course ridiculous since one is a luxury vehicle and the other a standard taxi in Japan. I've taken it up with my credit card and the consumer protection agencies of my state.

Needless to say, stay away from this vendor and this service. It's a scam where they advertise a premium service at a premium price but ultimately only deliver a standard service.