JTB - Travel Agents Only

Positive experience: Purchased JR pass

Fantastic experience: Excellent. I have travelled to Japan with JTB over 25 years.

Fantastic experience: Phenomenal service! Our team @ LAB3 couldn't be happier with the engagement and final product produced by JTB. Highly recommended.

Fantastic experience: Best place to organise your future Japan holiday and get your rail passes . Friendly staff will help you get the best of your time in Japan

Fantastic experience: Bought with JTB 3 times and had always been great. Will buy from JTB again!

Fantastic experience: They don't have retail in Melbourne office anymore, but the team is always helpful for all your travel needs to Japan.

Negative experience: Not as good as it used to be. Visited the office to grab some information for an upcoming Japan trip, and nobody came out to help. Sign says "call Sydney for help". Before you could sit down, look at maps and discuss plans....now, you stand in reception and nothing happens.

Negative experience: Staff, waiters and waitresses weren't friendly. They were running around and took 39 minutes to take order.

Fantastic experience: Lovely and captivating!

Fantastic experience: 日本語で対応して頂けるので、英語では聞き取れなかった あるいは正確に読みこなせなかった文章も 確実な情報として得る事ができて助かりました。ツアーの紹介、空きの状況確認、申込もその場でして下さるし、その他 滞在中の生活で困った事や 便利な事も アドバイスして下さり、本当に助かりました。

Fantastic experience: very helpful over phone

Fantastic experience: Amazing efficient service. Could not recommend them enough!

Fantastic experience: Burgers are always fresh and delicious. Always flexible with our request for low carbs choice.

Fantastic experience: Easy way to purchase a Japan Rail Pass

Negative experience: I will be talking about my experience with one of the staff from JTB in Melbourne. I called to ask about the JR pass as sometimes we can get too overwhelmed with information online. The person who answered that day was in a really bad mood. From the moment she picked up the phone I was already greeted with a grumpy tone. Each time I asked a question, she just replied " Read on the website. Its all on the website. Just look at our website!!!" I also wanted to know the difference between the ordinary class and the green class. And she just answered " The prices!!". Sigh. Maybe I just asked the wrong questions. Why bother including a phone number if the staff don't even have any interest in helping their customers??? THANKFULLY through the magic of Google I found a different agency and my experience was waaaaaaaay better!!!! So whoever is reading this (thank you), please do not waste your time on this agency and try elsewhere!!!! Just like what the the JTB agent told me dont bother calling and just read the website!xp ha ha ha

Negative experience: Would not recommend- very poor customer service and poor attitude shown by the receptionist. Lacked professionalism and spoke rudely. Money grabbing company! I will not be recommending JTB! Avoid!

Negative experience: Before entered I asked if it was ok to come to purchase the rail pass because they were closing in 30 min and they said yes. Got the information about it and about Studio Ghibli but they were kind of rude and in a hurry. Just say you can't do it next time in a gentile way.

Fantastic experience: Friendly and explain well

Fantastic experience: Friendly, efficient service

Positive experience: Adequate

Fantastic experience: Purchased my JR rail pass over the counter very helpful staff. Great

Fantastic experience: Fast, efficient, willing to help. Great.

Fantastic experience: Nice office, only has two desks though so I'd imagine it would get busy with long wait times during peak.

Negative experience: Worst experience ever.

Fantastic experience: Olivia booked flight tickets for our family trip. She was friendly, has lots of knowledge and very helpful. Thank you!

Negative experience: Wow, just had the worst experience at this place! Julianna could not have been more rude and unhelpful. After ignoring me when I said hello, when I finally got her attention she proceeded to tell me that she is "very busy today". Too busy to serve a customer?? When she begrudgingly served me, all I got from her was a sour face and monosyllabic answers. Most unhelpful! Oh well, I guess I should not be surprised, after reading other bad reviews about this company. Best to go somewhere else.

Negative experience: I don't often leave terrible reviews on places but holy moly, the person who answered the phone sounds like she just wanted to get rid of me asap. No customer service, loud audible sigh, monotone dead to the world delivery... Just wow Last time I'm booking from this mob

Fantastic experience: Very friendly and helpful service. Know a lot about Japan and able to explain it clearly.

Fantastic experience: well organized and English speaking tour guides at arrival on Narita airport

Fantastic experience: Jpasses are kind of confusing but the staff member I spoke to was very helpful.

Negative experience: If I could put 0 stars instead of 1 star I would. I had a horrible experience with JTB and would NEVER recommend them to anyone - I actually actively tell others not to go to these guys. I purchased Studio Ghibli tickets from these guys, first off there was an issue that even though I selected delivery the order went through as pick up in Sydney (I'm in Melbourne), which was okay as I received an email from Juliana to confirm and I then paid for delivery (rip-off at $8.50, seriously just send with Aus Post for a dollar). I followed the tracking which was from Toll and it stated it was delivered but I had not had a delivery nor an attempt at it. I emailed Juliana and received the worst customer service I had ever received...long story short I was going back and forth with her and Toll for 10 days until my tickets were sent again, I was ignored on multiple occasions and had the worst customer service with no resolution to the issue. It is such a shame that you cannot purchase these tickets elsewhere in Australia. I wish I read reviews of this company beforehand - do not buy/receive services from them!!!

Negative experience: JTBのツアーで行って、途中で歯の詰め物が取れたので事務所に歯医者の相談に行ったが、かなり素っ気ない感じの対応で解決しなかった。同行ツアーでなければJTBにしなくても良いかも。

Positive experience: The lady at the desk is like a robot that just wants you gone.

Negative experience: Horrible experience here 1 month ago when picking up rail passes. Was told because I was picking them up in store, so close to my departure date I would be charged an additional fee per person. However I could hear the person next to me having their fee waived by another staff member. The japanese staff member who served me was acting like I was the biggest inconvenience to her day. Doesn't matter that I was spending $1500+ in their store. I felt very unwelcome. When I asked if i could have the fee waived like the person next to me they said no. These guys also sell travel SIM cards. The deal is pretty average. Since they wouldn't waive my fees - I'm happy to share that Japan Wireless has a $50 unlimited sim plan for a month which works all over japan. Go to them instead.

Fantastic experience: JTBツアーデスクには日本人の店員さんがいて、とても親切に教えてくださいました。とても楽しいワイナリー、機関車ツアーになりました！日本人の一日ツアーガイドさんの親切、丁寧なガイドにあの料金で高いと思いませんでした！ありがとうございました。

Positive experience: Juliana is very helpful

Negative experience: THEY ARE A SCAM. We bought tickets for UNIVERSAL STUDIOS JAPAN from this office, in person. We are in Japan now and the tickets they sold us are bad, we couldn't use them. We called them and they were useless on the phone and wouldn't send us good tickets to enter. We had to queue here and buy new tickets. DO NOT BUY TICKETS FROM THEM.

Positive experience: Sure there may not be thousands of brochures, however, I had random questions about theme park tickets, trains and SIM cards and the staff were prompt, helpful and nice. Even showed me how to save some time and money. No pressure to buy , which of course means I'm more likely to buy when we have made a final decision. Worth going outside of lunch hour if you can.

Fantastic experience: Ordered the JR pass on the Saturday. Received an email Monday picking for pickup in Melbourne and was able to collect that day during my lunch break. AAA+++

Fantastic experience: Prompt,efficient and friendly. Highly recommended.

Fantastic experience: The website did not make it clear when ordering that if you are ordering a Japan rail pass from anywhere other than Melbourne, you have to pick up your pass from the Sydney office. As we were flying to Tokyo from Melbourne we decided to pick up our pass from the Melbourne office, only to be told that we can only pickup from Sydney. However, the friendly staff cancelled our other passes and created new ones on the spot, thanks :)

Negative experience: Horrible service and really poor attitude.

Negative experience: I should have read the reviews. Customer service is not good and they don't seem to know the products they are selling.

Negative experience: Shocking customer service. Went into the office to purchase Japan Rail Passes because the website was not working properly. When I said I was happy to pay the additional $10.00 to get the passes immediately, the staff member rolled her eyes at me, as if it was all too much trouble. When I made another inquiry about USJ passes the respose was "I don't know, I have no interest in Japan". I walked out.

Fantastic experience: Staff were very friendly and helpful with my JR tickets.

Negative experience: Useless. Requested I make my way into the city to personally collect a SIM card from their shop front (they claimed 2 weeks was insufficient time to post one out). When I later arrived at their shop front they informed me that they had none in stock and there was nothing they could do to assist

Negative experience: Appalling customer service. Went in to buy a JR rail pass, JTB demanded I pay before they would answer any questions I had (just wanted to make sure I was buying the correct one, and that there wasn't a better deal I had overlooked). "Just a couple of questions", "you pay then I answer", "once I'm sure it's the right pass I'll buy", "you don't understand what you're buying.... I can't answer your questions.... you should check the website....". I thought the point of a tourist board was to help tourists???

Positive experience: Pleasure to deal with.

Fantastic experience: Very efficient.

Fantastic experience: Excellent company with exclusive pricing access especially for tours from Japan to other countries.

Negative experience: They will send you your tickets, and are the only people in Aus who supply Ghibli tickets. All the more reason it was upsetting that they sent me tickets for a date well before my time arriving (Despite the confirmation email having the correct date listed) and ignoring my emails to get it fixed. Edit: You can buy Ghibli tickets from the museum website, for like 1/7th of the price. Do your research!

Negative experience: A series of mistakes and poor service. We needed two JR passes, and had only 6 days before we departed. When we first rang, the manager Yoshi was excellent and really helped us through the processes. He genuinely seemed to care. However, be careful if you get 'help' from anyone else. A second employee handled the shipping of our tickets, and when they arrived, my name had a typo in it- invalidating the ticket. With only 2 days till we depart, I rang them back up, and dealt with a third employee who apologized, and promised that they would courier new tickets, and that they would arrive the next morning. Just in time for our holiday. Low and behold, no tickets. I ring them up, and they apologise again for making a second mistake- they had forgotten to send the tickets. This is not to mention being hangup on, and the employees failing to return calls. As we were leaving the following day, it was too late to receive the tickets anymore. Be careful with JTB Travel. The manager means well, but his employees made far too many mistakes, and lacked professionalism. If you need to use them, make sure its months before you leave, as they will probably make a mistake, and you'll spend double the time getting them to fix it up.

Negative experience: Terrible phone customer service. I wanted some advice about a JR rail pass and it appeared that the staff member was too busy to speak with me. Lost me

Fantastic experience: Walked in today to puchase the JR pass .... excellent service

Negative experience: The Rydges Camperdown in Sydney was one of the worst hotels we have experienced. Only one of two elevators were working and the staff was not very friendly. There needs to be major upgrading as the bathroom conditions were horrible. No wonder Trip Advisor has a 3 star rating for it. In my opinion, it should be a two star. The tour was booked through ALA World Travel via JTB.

Positive experience: We got our rail pass and SIM card here. Everything went as expected.

Positive experience: Able to pick up data Sim card on the spot. Have previously ordered JR pass and picked up without issue.

Negative experience: Horrible service. Staff are on occasion rude and very unhelpful. I was supposed to be notified in 1-2 business days if my booking order was successful but I never was. Instead I had to contact them myself only to be told the tickets I wanted had sold out already. Very frustrating. If I had been notified by them like they said they would I could have picked another date and possibly secured tickets but they never bothered to tell me.

Fantastic experience: Service was great

Positive experience: As you'd expect the staff were courteous, helpful and efficient.

Positive experience: Good place to order JR pass if you plan to go to Japan

Fantastic experience: Nice attitude, helpful.

Negative experience: mixed service, the white lady there was horrible when i ask politely for a phone charger, it's okay they they weren't ( she didn't want to) lend one to me or the phone. i understand, however her body language was horrible, she should get some serious training or just have better manners.

Fantastic experience: Very helpful staff. We just went there to buy our Japan rail passes and sim cards to use in tokyo. I would definitely use them again.

Fantastic experience: Good service

Fantastic experience: The service from Maika and Yuki was outstanding!!! They were unbelievably polite, knowledgeable and helpful and went out their way to get me the information I required. I can not recommend them highly enough.

Negative experience: Terrible experience. Went to buy a JR pass for me and my partner. Staff had little knowledge about the requirements of Japanese expats buying JR passes. We were told that the permanent resident visa we had was not the right visa. I had to tell the staff all the reasons why the visa was valid and show them all the relevant parts of document. They also got my name wrong in the ticket which they had to change. They need some serious retraining! I dealt with a woman called Moko, she was rude and belligerent, had appalling body language and was constantly rolling her eyes. When I called her out on it, she basically kept interrupting me and speaking over the top of me. I asked to talk to her manager and she refused to call him. Please avoid this place it will save you headaches and stress. I've been to HIS before and was very happy and just tried this place out of curiosity. Will not be back here! I'd rather pay more money elsewhere.

Negative experience: Did not enjoy dealing with these guys, really bad customer service. I wouldn't recommend them to anyone.

Negative experience: Horrible Service, Staff don't care about their customers, just your money.

Negative experience: Poor customer service and no understanding of situations. Would never deal with them again nor recommend then to anyone else

Fantastic experience: Ordered a Japan rail pass and it was available for pick up the next day.

Negative experience: Charge very high mark up price almost 45% with some of their products, Yes, they may be the biggest agent for Japan travel, but unless you would like to be treat like cash cow. get your Japan railway pass and theme parks tickets somewhere else. H.I.S or Kintetsu International are much better options compare to this nonsense.