JTB Australia

Poor service who once a respectable company – I ordered three Japan Rail Pass back in 20 Oct 2019 with JTB and I received an email on 21 Oct 2019 advise me it will be sent with DX TOLL express and I will received it in a few day. I get an email from [name removed] in JTB in Melbourne advised me that Toll couldn't send to my address in Abbotsford because they couldn't access the building and can not leave a card. This was rubbish from Toll as I has not have any problem with mails or parcel delivery to my building before and beside I have a building manager there and I found out later that they not even went there at the first place. Anyhow, I gave Mande from JTB a new address and express the urgency of my Rail Pass need for our travel to Japan and still I have not receive the Rail Pass. I rang Toll a few times from the number that JTB gave me, no one answer and it was only a few days before we fly out to Japan. I rang [name removed] from JTB a few times and left a message for him to call me back but I never received the phone call back. I was getting desperate and stress out as there only two days left for my fly, I tried Toll number from google and someone answer, Chystal from Toll advise that I should receive my voucher from JTB today which is 6 November 2019. She advised the reason for the delay is that they couldn't allocate the voucher before and will send an urgent message to the driver to call once arrive at the deliver address. My partner and I waited, there were no call from Toll driver and there were no vouchers deliver. I was so stressed out and panicking because we are leaving on 7 Nov late flight with no Rail Pass voucher. Knowing Toll open till 9.00 pm, I spoken to [name removed], [name removed] and [name removed] from Toll and was advised that they had sent an urgent message to the driver and that all they can do, they don't have other mean of contacting their delivery guy. With great disappointment from Toll and for sure they have lost the vouchers, I contact JTB Melbourne for them to re-issue the vouchers. I spoke [name removed] from JTB on 7 Nov 2019 and advised her the situation with the vouchers and that I never receive it and I like it to be issue so I can pick it up today. She then ask me what day I am travelling and I told her. She then put me through to [name removed] which I am assume she the supervisor from JTB Sydney head office. After told her what happening with the vouchers and that I have not receive it and that I would like the vouchers to be re-issue and pick up at Melbourne office as our flight is tonight. She then told me once the voucher is issue by JTB and gone with Toll it is not JTB responsibility to make sure the vouchers arrive to the customer and for her to re-issue the vouchers she will have to charge me 20% extra on top of what I already paid. Not a single words of apology from JTB that I never got the vouchers and that they sorry that I have to go through all the stressed for it. I completely lost it, what kind of services JTB actually provide??? It is your company who are responsible for the delivery of the service and as a consumer in Australia it is within our right to get service for the good that we purchased to be deliver. I am disgusted by the service JTB deliver to it customer, any right mind company would do the right thing and re-issue a person their vouchers for the inconvenience that was caused and not to add salt to their wound. They once use to be well respected company and now it just money motive and no integrity. I will never go through them again for anything from now on.

Callous and indifferent company that is ironically involved in tourism – This is with regards to my cancellation of the JR Rail pass which was purchased via JTB Australia. The relationship is that JTB Australia is a vendor or re-seller for JR Rail which is based in Japan. There is a certain amount of "keiretsu" involved between these two. Please take note that this pass(AUD800) cost more than my return airfare to Japan.

JTB Australia is charging 20% plus a withholding fee of AUD110 for cancelling this pass due to the COVID 19 issue. They will not to budge an inch on this policy knowing very well what is taking place in Japan at the moment and that no insurance companies will cover you for any coronavirus related issues even their own insurance(via NIB). Every other Japanese hotel(except for one), airline(JAL), theme park and AirBNB have decided to process a full refund no questions asked except for this one company. I had also lodged a case with JR Rail in Japan and they also refused to action this as I mentioned earlier the relationship between vendor and re-seller is much more important for JR Rail, Japan than retaining a customer. Basically JTB is taking advantage of the coronavirus situation.