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JTB USA will only refund 50% of "Ghibli Package" + JR Pass

jmhilde
jmhilde
8 months ago
4 responses

Hi Daniel-san...

We bought three "Ghibli Packages" from JTB USA (authorized JR Pass distributor) that include Ghibli Museum entrance and full JR Passes. We also bought two JR Passes with no Ghibli tickets.

We are considering cancelling our Japan vacation due to the corona virus outbreak. When I called JTB USA, they told me they would refund 80% of our JR Passes bought alone, but only 50% of the JR Passes that were purchased with the Ghibli tickets.

Why are we being penalized for purchasing JR Passes in a package? I'm sure they're the same as any other JR Pass, so why would we not be given the same refund?

Keeping 50% of our JR Pass fees (all three are green class) is wrong and terrible customer service. Can you help?

avatar
Daniel-san
16614 posts
8 months ago
Expert

Dear jmhilde,

I don't have any connection with JTB and unfortunately there's little here I can do.

Personally I would expect this to be a misunderstanding on their end, I'd advise to just give them a call again and see if you can speak to a person who is in charge of these matters.

Kind regards,
Daniel

jmhilde
jmhilde
4 posts
8 months ago

Thanks, Daniel-san. I have called a number of times, only to get the same answer. I will try to escalate my call to a supervisor/manager next time.

Isn't JTB USA a representative of JR? I mean, they sell your passes, after all. Can they just do whatever they like? (Like only refunding 80% on cancelled JR Passes when Japan Rail gives an 85% refund.) Don't they have to follow requirements as a JR distributor?

avatar
Daniel-san
16614 posts
8 months ago
Expert

Hi again,

There are JR Guidelines for this but agents are allowed to set their own refund fee, as mentioned 50% seems very excessive.

Perhaps you could open a complaint with your card issuer and refer to the general refund policy of the Japan Ril pass.

jmhilde
jmhilde
4 posts
8 months ago

Thanks, Daniel-san, that's a great idea! :-)

Is it true that JR is going to start selling overseas JR Passes on-line? That would be wonderful for those of us who love to visit Japan!

avatar
Daniel-san
16614 posts
8 months ago
Expert

Hi again,

Yes, we'll be able to offer you online purchase though jrpass.com, but that's not going to be here before summer.

jmhilde
jmhilde
4 posts
8 months ago

That's great! Thank you, Daniel-san, and thank you for all your help with our travelers' questions. Stay healthy! :-)


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