Travel Agents.. Mistakes and who pays?

[Lord Mud]

I am normally a typical user of TA's however sometimes, for certain activities like skiing, one can take advantage of early bird deals through a TA and save some coin.

Back in July of 2015 I did just that. I am travelling to Japan in early Feb, and after a few quotes I settled for a particular agent who offered the usual promises and a reasonable price. I had some fairly basic requests. 1. A tokyo hotel that has double/queen bed so I can share with my wife. 2. a hotel to airport transfer so I dont have to carry my luggage anywhere (skiing gear). Fairly basic requests in my eyes. I will be honest I don't know much about Japan and am relying on the TA for their expertise also.

So I was offered a selection of hotels and selected the one I was most interested in, Gracery Shinjuku. The next line item was for an hotel-airport transfer from a different hotel. I queried this with the agent and was told. No problems airport transfer is sorted. I accepted the quote and paid in full. That was July.

Documents finally came in and I went to collect them. Being fairly diligent I went through the itinerary and docs and noticed some wording that raised some concerns. Wording that was not in the quote.

Paraphrasing..."Airport transfers do not collect from Gracery Hotel. Customers will have to walk 800m to the western side of the shinjuku JR train station and catch the limo bus from the bus bay"

I queried this and was told the agent would get back to me when she returned from leave. Spoke to the agent today. Was told that they couldn't find, through any of their wholesalers, an airport transfer from the hotel we were staying in. Some back and forth and I have been told that basically we have to walk, stump for a taxi or they can refund us the transfer and we can make our own way to the airport. Not their problem. I am not quite convinced of that. I suggested that if this was the USA we would use supershuttle or similar surely there are similar companies in a city like tokyo? Her response was that she could try and find that for us but it would be an extra cost to us.

Two things strike me as odd. 1. Why would I want to catch a limo bus from a train station that has a bullet train directly to the airport that takes less than half the time? 2. Surely when TA was going through the list of options with the travel agent's wholesaler something like this may have been picked up and an acceptance of the conditions been offered?

Thoughts?

 

[eric2011]

It would have been great for you to know this back in July when you were making your arrangements. Now, with your trip a matter of weeks away, for your own peace of mind, I think you are going to have to bite the bullet and find your own way from/to the airport, ie taxi etc. At least that way you know that you will get there.

Others who respond to this may know of a service similar to supershuttle. (have you used google and looked your self)

 

[Nug300]

In relation to your luggage. Japan has great luggage forwarding services at the airport, and a lot of hotels.

Collect your bags and head to one of these services. They transport your luggage to your hotel and you get there however you please.

type "luggage forwarding japan" into your browser and look at all the options. Can even separate your luggage to different hotels. ie send your skiing equipment directly to the ski fields while you stay in Tokyo

Makes travelling in Japan a whole lot easier!

 

[Lord Mud]

That would be good but this is returning to airport. Not sure how that works but will look into it. Cheers

Had a look into it. have to hand over luggage 1-2 days before heading to airport. Probably ok with ski bag but pointless with clothes bag when only in tokyo for 4 days

 

[Nug300]

Works just the same. Most hotel concierge are happy to organise it for you as well.

On the return trip however i would get your luggage picked up a day or two before just to make sure they arrive at the airport in time. Just pack what you require for the final day in your carry on.

Rock up to the airport, find the company that shipped your bags, collect and check them in.

I did this both ways with sporting equipment earlier in June last year to save lugging 50kgs of Tenpin Bowling balls through the train stations.

 

[Denali]

The luggage forwarding service is great but you do need at a min 24hrs to get it from A to B, I found it was less than 24hrs but for a departure I would allow extra time.

For bus pickup, is there a hotel closer than the train station that the bus picks up from? We had a hotel in Shinjuku (Hotel Century Tower by memory) that had a bus pickup at the lobby and then a few other pickups, inc the station before heading to the airport.

 

[Lord Mud]

The luggage forwarding service is great but you do need at a min 24hrs to get it from A to B, I found it was less than 24hrs but for a departure I would allow extra time.

For bus pickup, is there a hotel closer than the train station that the bus picks up from? We had a hotel in Shinjuku (Hotel Century Tower by memory) that had a bus pickup at the lobby and then a few other pickups, inc the station before heading to the airport.

Yeah not too sure. I am pushing the TA to try and find a super shuttle style company and do it that way. I am more just pissed that they want me to pay for it. They quoted and I paid, surely that is enough for them to wear the cost of the correct service regardless. Isnt that what the Aust consumer law says?

 

[moa999]

Not aware of any super shuttle style companies in Tokyo. The hotel shuttle arrangements are big buses and I believe government licensed.

Maybe email hotel and see what they suggest

 

[Lord Mud]

'Shared shuttle service' between hotels in Tokyo and Narita Airport｜GREEN TOMATO

This was just the basic one I found in a 5 sec google search. I am sure there are others. Surely a TA should be able to find this out better than me..

 

[Himeno]

1. Why would I want to catch a limo bus from a train station that has a bullet train directly to the airport that takes less than half the time? 2. Surely when TA was going through the list of options with the travel agent's wholesaler something like this may have been picked up and an acceptance of the conditions been offered?

There are a number of train stations in Shinjuku and a number of stops for the airport limo service. The main issue is which stops are in service at the time you need. Many of the stops, such as those at hotels (eg, the Shinjuku Price hotel - quite close to the Gracery) only has a few airport buses per day.
There is no "bullet train" from JR Shinjuku station to NRT. There is the JR Narita Express. It is not a bullet train and goes via Tokyo station. Travel time to NRT, around 90 mins.
Shinjuku area - Narita Friendly Limousine Bus, around 90 mins. The direct train option between NRT and Shinjuku is about the same travel time as the direct bus options.

The JR Narita Express is in fact slower then the other fast train option. JR is ~50 minutes Narita - Tokyo Station (then another ~30 mins to Shinjuku). Keisei Skyliner takes 36 minutes between Nippori Station and Narita (Nippori Station is on the JR Yamanote Line, 25ish mins from Shinjuku. Nippori is the 2nd stop in Tokyo for the Skyliner. The terminus is Ueno. The transfer at Nippori is much easier).

I am not aware of any supershuttle like door to door service in Japan other then a taxi. A taxi to the 23 wards of Tokyo from Narita costs around $300.
You'd be better off using public transport and sorting out a baggage transfer service if you think you'll have issues with bags. I've never needed/wanted to use them, but you'll generally need to arrange for return pick up the day before departure.

 

[Lord Mud]

There are a number of train stations in Shinjuku and a number of stops for the airport limo service. The main issue is which stops are in service at the time you need. Many of the stops, such as those at hotels (eg, the Shinjuku Price hotel - quite close to the Gracery) only has a few airport buses per day.
There is no "bullet train" from JR Shinjuku station to NRT. There is the JR Narita Express. It is not a bullet train and goes via Tokyo station. Travel time to NRT, around 90 mins.
Shinjuku area - Narita Friendly Limousine Bus, around 90 mins. The direct train option between NRT and Shinjuku is about the same travel time as the direct bus options.

The JR Narita Express is in fact slower then the other fast train option. JR is ~50 minutes Narita - Tokyo Station (then another ~30 mins to Shinjuku). Keisei Skyliner takes 36 minutes between Nippori Station and Narita (Nippori Station is on the JR Yamanote Line, 25ish mins from Shinjuku. Nippori is the 2nd stop in Tokyo for the Skyliner. The terminus is Ueno. The transfer at Nippori is much easier).

I am not aware of any supershuttle like door to door service in Japan other then a taxi. A taxi to the 23 wards of Tokyo from Narita costs around $300.
You'd be better off using public transport and sorting out a baggage transfer service if you think you'll have issues with bags. I've never needed/wanted to use them, but you'll generally need to arrange for return pick up the day before departure.

Appreciate this. Its basically same as what the hotels own website says. (2 hours for bus, 60 mins for train following same route as yours). But still doesnt answer the question of who should pick up the tab on the baggage transfer or if I am really getting what i paid for. My reasons for not walking are personal and are irrelevant for the discussion. I requested door to door. cost was never a consideration due to the fact that no options had been presented to me. If I was told at the time I was quoted that it wasn't possible to get from that hotel to airport, chances are I would have not booked that hotel, or, possibly lumped the issue with some foresight as to what the options were.

 

[Himeno]

Appreciate this. Its basically same as what the hotels own website says. (2 hours for bus, 60 mins for train following same route as yours).

Narita Express is 53 minutes between Tokyo Station and Narita Airport and another 25 minutes between Tokyo Station and Shinjuku Station (Trains go to Tokyo, on to Shinagawa, then depending on which train, to Shibuya, Shinjuku and Ikebukuro or Yokohama).
Friendly Airport Limousine is 85 minutes between Narita Airport and Shinjuku Station.

I would suggest using the N'EX to/from Shinjuku station, then getting a taxi between the station and the hotel.

What are you planning to do in Tokyo?

 

[Lord Mud]

Narita Express is 53 minutes between Tokyo Station and Narita Airport and another 25 minutes between Tokyo Station and Shinjuku Station (Trains go to Tokyo, on to Shinagawa, then depending on which train, to Shibuya, Shinjuku and Ikebukuro or Yokohama).
Friendly Airport Limousine is 85 minutes between Narita Airport and Shinjuku Station.

I would suggest using the N'EX to/from Shinjuku station, then getting a taxi between the station and the hotel.

What are you planning to do in Tokyo?

Thanks for your advice. We are just doing some basic sightseeing for a few days at the back end of a ski week at Hakuba.

 

[Awesom Andy]

If you arrive in NRT early enough, they have same-day delivery service to the hotel (which I used last year). Drop off the luggage there, and you're already free to start your sightseeing. The luggage will arrive in the hotel in the evening (if not earlier).

 

[teamhamsandwich]

The Gracery is in an area where a bus couldn't get to anyway. I don't even think cabs can get there. You will only be able to get to within a few hundred meters then will have to walk. Great location though.

 

[MEL_Traveller]

Appreciate this. Its basically same as what the hotels own website says. (2 hours for bus, 60 mins for train following same route as yours). But still doesnt answer the question of who should pick up the tab on the baggage transfer or if I am really getting what i paid for. My reasons for not walking are personal and are irrelevant for the discussion. I requested door to door. cost was never a consideration due to the fact that no options had been presented to me. If I was told at the time I was quoted that it wasn't possible to get from that hotel to airport, chances are I would have not booked that hotel, or, possibly lumped the issue with some foresight as to what the options were.

get a refund on the hotel. It does not match the purpose you clearly outlined to the travel agent. This should be covered under consumer laws. (If you have something in writing about your requirements that would be good!)

Rebook for another hotel that is close to a limousine bus stop (or where the bus actually stops). I'd take the bus over the NEX any day. The NEX is pretty slow to shinjuku, and you then have to cab or walk (or underground) to your hotel.

NEX can be expensive unless you get a deal which appears from time to time on their website. (I usually take the skyliner train if I need to train from NRT).

 

[Himeno]

NEX can be expensive unless you get a deal which appears from time to time on their website. (I usually take the skyliner train if I need to train from NRT).

When I'm flying via NRT, I normally get the Skyliner to Nippori then Yamanote to Ikebukuro where I normally stay.
Even Skyliner + Yamanote to Tokyo station can be faster then NEX.

 

[MEL_Traveller]

When I'm flying via NRT, I normally get the Skyliner to Nippori then Yamanote to Ikebukuro where I normally stay.
Even Skyliner + Yamanote to Tokyo station can be faster then NEX.

It's an odd one! Skyliner is cheaper than NEX. It's just as comfortable. And it's quicker. The only downside is the transfer to the Yamanote line. But if you just have a wheelie hand luggage it's pretty easy.

If you have plenty of time there is also a 'local' line option out to NRT. I took the green car which was very comfortable (the main cars were packed out). Much cheaper than economy class on the NEX and was quite fun to stop at stations and people watch on the way.

 

[Himeno]

It's an odd one! Skyliner is cheaper than NEX. It's just as comfortable. And it's quicker. The only downside is the transfer to the Yamanote line. But if you just have a wheelie hand luggage it's pretty easy.

Though the transfer to JR at Nippori is much easier and faster then at Ueno, where you have to change between Keisei Ueno and JR Ueno stations.

Both JR and Keisei have local line options to Tokyo from Narita. Took the local JR line the first time I went to Tokyo. Didn't have much cash with me and had heaps of time. That first trip, I didn't know about the whole 'foreign cards only work on selected ATMs' thing.

 

[Cynicor]

I like the skyliner option, then yamanote to my hotel. Though I'd prefer to arrive in HND tbh.