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?