JTB Australia

Fantastic experience: Yoshi did a fantastic job organising our itinerary for a 3-week long trip to Japan, booking accommodation and train transfers for us. His communication throughout was excellent and we had a wonderful holiday without the stress of planning the full itinerary ourselves.

Negative experience: We tried to book a group of nine for a trip to Honshu and Okinawa in September and October (total 25 days) through their Sydney office. I first contacted them in February 2024 to start the process. After long periods without reply emails (they do not take phone calls), the final straw was no replies I sent to three different JTB email addresses in April and nothing at the time of this review (in June). Total radio silence! Utterly disappointed at how unprofessional and unreliable they have become. We have used them three times since 2012. We will never use them for travel again.

Fantastic experience: I recommend JTB travel to anyone that is traveling to Japan. Just note that this is a service that I used totally over email, which worked perfectly for me! Yoshihiro was so polite and great with communication, nothing was too small for him to organise. When I was over there every small detail was organised for us down to all the transfers, ski lessons and ski passes. Due to their local knowledge we ended up having the best time at some lesser known (to Australians) ski resort. We are aiming to go back to Japan in the next two years and we will definitely be using JTB again.

Fantastic experience: Thanks to Masayo san at Kanazawa trip and Ito san at Mt Fuji trip. We had a wonderful trip in Japan. JTB had well-organized the holiday. No stress for us.

Negative experience: Tried to ring for 2 weeks always no answer.

Negative experience: Been to agency in person and tried to call afterwards. In person, friendliness and service was lacking. On the phone, I don't know because there was no answer.

Negative experience: First experience was great, got rail pass very quick, however, then they deducted the money twice, once initial and then once more four days later. No contact per phone possible. Not good enough. Still haven't got my money back. Have emailed, and they got back quick, trying to resolve, but waiting to see what will happen.

Negative experience: Should be zero stars!!! The only JTB branch in Sydney is closed! No walk in access to their staff face to face. The contact phone number is a recorded voice saying to use email to reach JTB for any enquiry. If it was an emergency, do you wait for an email reply? Is this legal?

Fantastic experience: Staff were helpful and replied fast, despite us communicating through emails mostly. They are, of course, still the experts on Japan!

Fantastic experience: Good company with always fast refund.

Fantastic experience: very helpful.

Positive experience: Going to Japan

Negative experience: You will be directed to take the elevator by pressing the 18th floor on the panel in front of the elevator. Once you enter, the 18th floor lights up, and you can only go to that floor. It feels like JTB has a dual role, as it seems JTB is commissioned to run the JCB Plaza. When I entered, there was nobody inside, and after receiving only a map, I was about to leave when I was told by a JTB staff member to ring the buzzer, which made me realize how the system works. JCB has partner stores in each area, and I thought there might be possible discounts, so I went to inquire. However, unfortunately, the staff seemed unsure, went to check, and made me wait a long time. Plus, since I could confirm the stores through the JCB app, I decided to leave. I noticed that in Hong Kong and Taiwan, they actively promoted partner stores, but it seems there was no such intention in Sydney. Honestly, it would be faster to just look it up in the app, and I feel like it's not necessary to go there at all.

Fantastic experience: very helpful

Negative experience: Did not refund my shinkansen tickets. Kept $440 back.

Fantastic experience: Very thorough staff who so kindly and thoroughly answered all my questions about the JR pass, and USJ tickets. Excellent experience.

Fantastic experience: Generally very helpful staff. We always get our Japan rail passes from her. You can also get other random things like travel adapter's and cash cards, and unlike other places, they won't try to rip you off. Be aware that the Town Hall building has a couple of different sets of elevators, and not all of them go to JTB's floor. If you try to get into the wrong elevator and it doesn't list JTB's floor, You should probably ask around.

Fantastic experience: Super knowledgeable staff who answer all your questions and make sure you get what's right for you. Great experience.

Positive experience: There was a large desk and some seats in what I guessed was a waiting area, although none of the staff behind the counter chose to call out "I'll just be a minute" or "Please wait over there." While this may seem petty keeping customers organised is tantamount to good service and why I can only award four stars. If you are going to appear at the public service desk I think your primary role is communication and sadly this day that communication was lacking. The server who eventually helped me was courteous without being overly friendly and showed me a thing or two about my JR Pass and the whole bewildering thing that is a visit to Japan. JTB make it easy though and everything you need to know about SIM cards and the Ghibli museum plus the rest of it is accessible via their excellent website. WiFi available. Level 18, Town Hall House.

Fantastic experience: Very helpful, must visit if going to Japan!

Fantastic experience: Walked in without needing to make an appointment, was greeted by Peter who helped book my airport transfer and purchased a pre-paid Suica card, he was able to do both on the spot. Was helpful, provided plenty of information and was very pleasant to deal with. They accept AMEX and other cards in store but only Visa and MasterCard online. Website needs updating. Their office looks really nice, looks new and has a cool look to it. Be careful which elevator you take though, not all go to their floor.

Fantastic experience: Easy to navigate through website, purchased JR Rail passes for my trip to Japan, delivered to my home address. Definitely made it easier to pre-purchase these passes through JTB.

Fantastic experience: Really helpful!

Fantastic experience: Very helpful!!

Fantastic experience: Always helpful highly recommend for all Japan travel passes and requirements

Fantastic experience: Excellence customer service. Very helpful to resolve my issue with my hiccup on JR Pass. Frendly staff.

Fantastic experience: Brilliant for getting your JR pass - especially if you're in a hurry. 1st class customer service!

Fantastic experience: Brilliant service. There was a problem with the delivery of my tickets. JTB was kind enough to cancel and reissue at no cost. Stress free. Thank you JTB

Positive experience: Great customer service

Negative experience: They don't reply to your email asking for help with just a simple inquiry

Negative experience: Tried to book my USJ tickets via JTB after great feedback from friend, only to receive a quote that is basically 35% higher than maximum online ticket price from USJ website. when inquired about it i was told different exchange rate may be the reason...i mean this doesn't even come close of explaining it. no problem with charging commission for their work, but 30%+?

Negative experience: Want to get tickets to Ghibli? Well, good luck! You will call, confirm the availability, get you card pre-authorised and all of a sudden your tix may be sold to someone else

Fantastic experience: Brilliant service. There was a problem with the delivery of my tickets. JTB was kind enough to cancel and reissue at no cost. Stress free. Thank you JTB

Fantastic experience: Fast and friendly service.

Fantastic experience: Quick, good service

Fantastic experience: Excellent people

Fantastic experience: Great service and advice from Miyuki. Very happy with the outcome.

Fantastic experience: Always amazing help from really lovely staff. We visit Japan every year and always book through JTB.

Fantastic experience: Great package tours, exceptional pricing especially from Japan to rest of the world.

Fantastic experience: We had a super positive experience buying our Japan rail pass tickets here. Josh gave us heaps of information and answered all our million questions. Too easy! =)

Fantastic experience: The staff were very helpful in my preparations to visit Japan. I bought Japan Rail Passes and a SIM card for internet access.

Fantastic experience: Very friendly and quick

Fantastic experience: Efficient. The staff took careful effort to explain everything about the JR pass.

Fantastic experience: Fast and efficient service! Purchased my Ghibli Museum tickets here.

Fantastic experience: Amelia provided excellent service, answering all my questions and providing additional advice.

Positive experience: Specialist in Japanese traveling

Negative experience: We booked a tour to Himeji Castle & Akashi Kaikyo Bridge walking tour from Osaka $450.. Had a bit of trouble finding the guide at the hotel no sign. told the guide my partner has trouble climbing lots of stairs but walking ok. we got a train from Osaka to Shin Osaka for the rapid service train that's when it all went wrong we were told by the guide to take the lift to the next platform so we did that and walked up and down the platform we couldn't find them we were apparently on the wrong platform so went back down and had to take the escalators and found the right platform but already gone. Had no phone call from the guide and I had no phone number from her and didn't know where we had to go other wise we could of got the next train and meet them later. heard nothing from any one the hole day. found our way back to hotel rang JTB in Japan and told them what had happened was told to advise the travel agent on our return to Aust. I did that and still to this day haven't heard any thing from JTB so will never travel with them again. if something goes wrong they seem to just ignore you. Just lucky we got back to hotel ok. I expect an apology or a part refund as the guides suppose to look after you and I expect the give you the right instructions as they know the stations and where to go. VERY BAD GUIDE AND SERVICE Very quick at taking your money though.

Fantastic experience: Bought my JR pass over the counter in 10 minutes, very easy!

Fantastic experience: Purchased JR passes off JTB my past three visits to Japan and never had any issues. Would recommend to anyone wanting a JR pass.

Fantastic experience: very efficient service...

Fantastic experience: Very helpful

Fantastic experience: As a frequent visitor to Japan, the JTB office near Town Hall is a compulsory stop immediately prior to every trip. Very convenient location. Easiest place to get Rail and Air passes (every trip to Japan should include at least one pass). The staff are very helpful. Highly recommended!!!

Fantastic experience: Extremely helpful and well equipped staff, grab some brochures while there. JR Pass was ready for pick up only 2 business days later. I took their advice and will visit Aomori this winter, looking forward to my trip thanks to your service!

Positive experience: Long wait to be served

Positive experience: Friendly service, a little tricky to find

Negative experience: Their website is hopelessly broken, and slow too do anything. And their phone isn't answered during key times. I almost missed out on the tickets I wanted because of JTB's incompetence.

Negative experience: Called up asking information about a job advertised to gather more information and the HR woman decided to give me information about how many applicants applied for the job. If you call asking about the role why would you want to know how many people apply? Same as You buy an apple at Coles and she tells you where bananas are grown. /Facepalm