Thrillark Reviews 1,889

Reply from Thrillark

Jul 29, 2025

Dear Shahd,

Thank you for reaching out to us, and we sincerely regret the confusion caused regarding your ticket.

As per your earlier communication with our support team, we understand that your booking was successfully rescheduled and confirmed for another day to ensure you didn’t miss out on the experience.

We truly value your understanding and patience throughout this process. If you have any further concerns or if there’s anything else we can assist you with, please don’t hesitate to reach out — we’re here to help.

Reply from Thrillark

Jun 23, 2025

Dear Chuah Chong Yan,

First and foremost, we are truly sorry to hear that your experience with us has left you disappointed. It’s never our intention to cause stress or frustration, and we regret that you feel let down by our service.

With that said, we’d like to provide some clarity around the situation, not to argue, but to maintain full transparency, as we have from the beginning.

Your concern regarding a duplicate booking was thoroughly reviewed. After checking with our partner Globaltix and analyzing the booking timeline, it was confirmed that the two bookings were not duplicates—they were made 15 minutes apart and for different guest counts.

You also mentioned that you did not receive the tickets for the first booking, which prompted the second. However, we found no record of a support query before the second purchase. Our system shows that both sets of tickets were issued immediately upon payment and delivered successfully via email (no re-send requests were made at the time).

Despite this, we didn’t stop at policy. We escalated your case to both the supplier and the merchant, requesting they consider it a special exception, even though the ticket type selected was clearly marked as non-refundable at the time of purchase. Unfortunately, we were later informed that both tickets were used, which makes it impossible for the merchant or Globaltix to approve a refund, regardless of intent.

We’d like to stress that we share your disappointment and that our team went through every possible step, including keeping you copied on all back-and-forth communications with the merchant. We genuinely wanted to find a solution for you.

While we respect your decision and feelings, we also believe in addressing concerns with fairness and facts. We hope this explanation helps you better understand the effort we put in to resolve the matter on your behalf, even though it fell outside our control.
Should you choose to travel again, we’d be happy to support you with personal attention to ensure a smoother experience.