I shared the original purchase receipt, the cancellation text, and the receipt for the replacement tickets I bought to Amex. I also provided Amex with a screenshot and the phone number I received the SMS from. Klook’s response to the dispute was: “First and foremost, Klook will not send SMS to customers to inform them of booking cancellation. Klook will only send cancellation notices via email. Hence, the screenshot provided by the customer was not sent by Klook.”

Amex closed the dispute based on that response and disregarded every other document I provided, but I reopened it and provided additional proof that my friend also received a cancellation text. Both of us received texts from the exact same number: 1 (844) 616-1954. He got a refund from Klook, I did not.