JTB - Travel Agents Only - Melbourne, Victoria

Max H.

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.

Ad R.

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.

Jason T.

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.

Daly F.

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.

Nicole M.

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!!!

Philip C. K.

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.

Simon P.

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.

Paul K.

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 🙂