Archive for March, 2011

I will definitely use JTB in the future

Thursday, March 31st, 2011
Please be advised that I wish to commend the customer service that I received from a member of your organisation.
I made some bookings through a travel agency that did in no way make me feel that they were working in my best interest, or even working pro-actively to help me make the best choices.

I ended up being charged quite heavily for travel amendments but researched my options and finally booked what was to be a wonderful trip for the three of us.
So very sadly the poor people of Japan experienced the dreadful tsunami that devastated so many lives and the proposed holiday that we had planned.
I was awaiting a refund from JTB when my travel agency advised that unless I paid in full for my new travel by Friday, it would be cancelled. I asked if we could contact JTB to query the refund date and possibility of processing it quickly to avoid further cancellations. The travel agent replied that this was not an option and that my refund may not even be processed before I travelled in mid April let alone in time to cover the new charges.

I decided that I would in fact call JTB myself. I spoke to Melina who listened to my story and looked up my booking for me. She told me that my booking had been made by my agent through Melbourne and put me on hold. I completely expected for her to transfer me to an operator in Melbourne but instead she came back on the line to tell me that my refund had been approved and processed as a cheque, due to my circumstances she had spoken to the relevant Accounts person and had the refund changed to a direct payment back to my travel agent. She was well spoken, very helpful and very efficient. Not only did she sort this issue out for me in a short time, but she also called me back shortly after to advise that it had all been done.
Thank you Melina, you have been a ray of sunshine through a very difficult time.
I will definitely use JTB in the future, but I will deal with you directly.

We really enjoyed it

Monday, March 28th, 2011


This just a quick thank you for arranging the trip to Mount Fuji on Thursday 10 March at such late notice (I called you from Sydney airport on March 1 literally just as we were boarding to change the date from the 9th March). We just wanted to let you know that the trip to Mt Fuji was great and we really enjoyed it and will be recommending it to our friends.

It was the last day before the tragic earthquake. We were in Tokyo station (kitchen street) during the earthquake and whilst it was prettry scary we were lucky compared to so many others. I have to say that we were so impressed with and grateful to the Japanese people who helped us and were concerned for our welfare despite their own problems. The way that everyone handled the situation was also very impressive.

We also hope that your family were safe and well

Thank you again Lily

Gary and Michelle

The service we received from JTB was outstanding.

Friday, March 25th, 2011

Good morning JTB people

We are now all safely back in Australia and we wish to express our thanks for all the assistance given to us whilst travelling Japan recently. Due to the devastating earthquake and subsequent problems it was necessary for us to change our travel plans.

The service we received from JTB was outstanding- within an hour of cancelling the remainder of our trip to Mt Fuji and Tokyo, JTB guide came to our hotel and assisted us greatly. In consultation with your office and our travel agent in Melbourne all necessary arrangements were made for alternative accommodation and a tour at Hiroshima.

Ms Murai was an excellent guide and we really enjoyed our visit to Shirakawago – complete with lots of snow.

During our trip we have phone calls to JTB, and when alternative arrangements were finalised they forwarded a very detailed fax to our hotel with all the arrangements including train travel that would be required plus location maps – fantastic service.

We would also like to add that Ms Furutani was a wonderful guide at Hiroshima, her knowledge of the area and her friendly manner ensured we had a great day with her. The bus provided and the professional driver added to our enjoyment of the day. We were thrilled with our changed itinerary and the choice of Hiroshima.

There must have been hundreds of travellers in similar positions to ourselves and the volume of work must have been daunting. Everything was handled in such a professional and friendly manner.

We are very, very grateful and thank you all most sincerely. We would appreciate if our thanks could be particularly forwarded to Marie, Ms Murai and Ms Furutani (plus the bus driver).

JTB certainly turned what could have been a worrying time for us trying to find alternative accommodation/tours into a very pleasant and smooth operation.

Our accommodation and tours throughout all our time in Japan was excellent and our tour guides/drivers were freindly, professional and proficient at their jobs – they all certainly knew their area very well and were able to give us a wealth of knowledge. The hotels were of a very high standard and comfortable.

Congratulations on a job well done and sincere thanks to everyone concerned

Ross & Rhonda

We were very impressed

Thursday, March 24th, 2011
Ling and I were very impressed with the way Zao Kokusai Hotel looked after us during the recent earthquake and subsequent days. Their professionalism and calm were wonderful. Even without power we still received breakfast and dinner as well as maintaining a high level of service throughout. I am sure that many would rather have been at home with their families during this difficult time, but this did not show at all. They were always helpful and tried to make sure that we were comfortable and kept us up to date with what was happening as best they could, given out lack of Japanese language. They all deserve recognition for this.


Just wanted to personally thank you

Tuesday, March 22nd, 2011

Dear Tony and Olivia,

Just wanted to personally thank you for organising the new travel arrangements including a meet and greet at Nagoya Airport.

Without your quick action and understanding of the situation we wouldn’t have been able to have achieved this outcome.

Thanks again.

Kind regards,


Thanks as well for answering all the questions

Monday, March 21st, 2011
Hey Clement,

Just wanted to say thank you for all the advice you gave for when I went over to Japan. Thanks as well for answering all the questions I asked, I can imagine I got pretty annoying! It was a fantastic trip and I’ll definitely be in touch when I go over again.

I hope that if you know anyone over there at the moment that they’re all safe and okay. Take care of yourself,

Warm regards.


the arrangements were perfectly co ordinated from JTB

Monday, March 21st, 2011

Just to say thank you for organising the trip . We had an excellent time in Niseko and the arrangements were perfectly co ordinated from JTB and Hokkaido trails . The apartment was very comfortable , nicely furnished and equipped . We will certainly use your service again if we return to Japan and would recommend to others



It was greatly appreciated

Wednesday, March 9th, 2011

Hi Melina,

Thanks again for the itinerary and info it was greatly appreciated.
If I could offer one bit of constructive criticism though.
The shuttle system seems to work best from narita-hakuba as our trip home involved shuttle-bus-train-train which as it looks simple on paper with ski gear and luggage (it’s very hard to travel light with ski gear), the trains dont really offer storage for gear as it’s only above head luggage mostly and when it doesnt fit you have to jam it in front of you (we were lucky with bullet train though as there was a spare seat in front of us but I noticed others having to sit in one carriage and leave there other luggage 3 carriages behind unattended). Also the train-train transfer is farely cumbersome too as there is a fair bit of walking involved.
I have travelled a fair bit abroad with backpack and all but you seem to pack differently with ski trips which leads too not walk friendly travel gear.
Reality is that a 5hr shuttle from narita is one journey as opposed to the other and I think it is a smoother transition.
In saying this it has not dejected one bit of my trip and the bullet train was superfun!!!
Thanks again melina and YOU WILL be contacted again.


Extremely helpful

Wednesday, March 9th, 2011

Good Morning Hideko

Just a short e-mail to let you know that Chris & I had a great time at Hakuba even though we didn’t get a lot of powder snow. All your travel documentation and directions were extremely helpful and it made things very easy to find our way. Both the accommodation at in Tokyo and Hakuba was of a high standard and most impressed with the service at the High Mount Hotel from Joe and the staff.



You also went out of your way

Wednesday, March 2nd, 2011

Nathan, thank you for a terrific 6 days and there’s no doubt that without you, we would still be asleep in the ANA Kyoto. Booking wakeup calls certainly showed your commitment to the task. You also went out of your way to assist us in finding gifts, bars, coffees etc. Thank you for that.
Yours sincerely,


You did A1 job.

Wednesday, March 2nd, 2011
Dear JTB,

Thank you very much for your wonderful, flawless service for our Tokyo Marathon Trip. Allan has just come back to Office and feverishly shared his wonderful experience. Everyone said that this was the best trip ever.
They especially thanked Nathan. You did A1 job. Thank you very much.


It’s very helpful

Wednesday, March 2nd, 2011
Hi Clement,

I just finished reading through everything and have sent it to the client. Thank you so much it is a fantastic itinerary and I really appreciated the sightseeing comments etc! It’s very helpful.