JTBGMT Service Standards
Swift and Careful Action, Warm Heart, Always Beyond
Applicable to: Leisure Business Department (North America＆Oceania, Europe, Ibero-America, Asia ＆ Middle East Sales Divisions)
Not applicable to: Online Sales, Cruise Sales, and Sunrise Tours
Let's create wonder together.
Join JTBGMT in a synergistic partnership for continuous growth and premier Japan experiences.
Our focus on distinction, embodied in Service Standards, ensures safe, high-quality, and deeply enriching journeys, transforming every traveler's dream into vibrant, lasting memories.
Partner for excellence.
JTBGMT's Clients (Overseas Travel Agencies Dealing with Japan Tours): Our Business Partners
| Partnership | We recognize each other as valued business partners, and strive for continuous growth. We utilize each other's strengths, and work with our partner agents to provide joy and value to our guests. |
|---|---|
| Improving Customer Satisfaction | In order to ensure that our guests' experiences are of the highest quality, we continuously cooperate, and make efforts on both ends in order to improve service quality. |
| Services we seek | We seek for safe, reliable, and high-quality Japanese experiences, prioritizing value over price. |
| Sustainability | Through environmental protection, cultural heritage preservation, and respect towards local communities, we promote sustainable tourism. |
| Travel Type | Principally comprehensive travel services including accommodation |
| Terms of Payment | Payment in advance is required as a general principle. |
| Terms for Orders | A contract must be concluded with JTBGMT beforehand. |
JTBGMT's Areas of Service and Business
| Who we are | As Japan's oldest and largest DMC, we lead the industry with the No. 1 record in inbound tourism operations. |
|---|---|
| Destination Coverage | The entirety of Japan, extending far beyond the popular Golden Route. For international destinations, we leverage the Global DMC Network by JTB Group. |
| Target Client Regions | All regions |
| Our Offerings | FIT, Ad-hoc group tours, Series tours (hosted by agent partners), Seat-in-Coach (SIC) tours, including popular options like Sunrise Tours, and specialized SIC tours available in Spanish or Italian. Additionally, our services extend to: JR Passes (facilitated through our overseas branches), Online sales, Cruises, and MICE For our services in Asia, we collaborate with Lotte JTB and Tour East, leveraging the extensive JTB Global Network. |
| Available Languages | English, Japanese Limited support in Spanish, French, German, and Chinese may be available upon request. |
| Consultants | Regional specialist teams with market expertise provide prompt and accurate service. |
| Number of Employees | 500 dedicated professionals specialize in Japan inbound tourism. |
| Response | Within two business days: calculated during our JST business hours. Please note that the actual response time may vary depending on the timing of your request, the length of stay, and the content of your inquiry. |
| Accommodation | We recommend ideal accommodations from facilities nationwide, including carefully selected ryokan offering traditional Japanese lifestyle and culinary experiences, matched to your requests. Our reservations are backed by the JTB Group's vast scale, proven track record, and extensive network, ensuring exceptional booking and arrangement capabilities. |
| Guides | Our Registered Guides: We pride ourselves on having the industry's largest network of registered professionals. We assign hospitality-driven guides who meet our standards for tourism knowledge, cultural expertise, legal compliance, a strong spirit of hospitality, and language proficiency. We carefully match each guide's unique strengths to your specific needs, ensuring an exceptional and personalized experience. (Non-English speaking guides available upon consultation.) |
| Assistants | We assign qualified assistants who meet our company standards, offer flexible and adaptable support, and primarily communicate in English. |
| Buses/Cars | From approximately 800 JTB-contracted companies that comply with the Road Transportation Act, the Road Vehicle Act, and safety standards, we arrange optimal vehicles and drivers tailored to customer requirements. |
| JR/Airlines | We arrange tickets for Shinkansen (bullet trains) and major domestic airlines. Notably, ticketing is handled directly by our company, a testament to our extensive network and trusted reputation. |
| Meals | We work with company-certified facilities to propose and arrange diverse dining experiences from casual to fine dining, featuring regional Japanese cuisine, while accommodating dietary restrictions including religious and health-related requirements. |
| SIT/ Hands-on Experience |
Our specialized department carefully selects from the latest offerings to propose and arrange unique Japanese experiences, from traditional heritage to contemporary cutting-edge arts and culture. |
| Emergency assistance while travelling in Japan | We maintain a comprehensive emergency support system during Japan stays, ensuring coordinated assistance through our call center, guides, JTBGMT staff, and relevant agencies. |
| Continuous Service Improvement | We will take feedback from our clients seriously, and make efforts to reflect it in our services for improvement. |
| Providing the Latest Information | We offer various newsletters: 'JAPAN INFOCUS' (available in English and Spanish）and a dedicated newsletter for affluent clients. Additionally, we provide a multilingual website. |
| Providing Sustainable Services | We share our sustainability policy with business partners to promote understanding and ensure sustainable supply chain practices. We actively prioritize and recommend partners with sustainable initiatives to our customers. (SUSTAINABILITY POLICY) |
| Certifications | GSTC |
| Travelife (Top Rank) | |
| TQJ (Tour Quality Japan) | |
| Consortium Membership | VIRTUOSO |
| Participation in Travel Expositions | WTM, ILTM, FITUR, ITB Berlin, ATM, NATAS, ITB CHINA, ITB ASIA etc |
| Risk Management Systems | We maintain comprehensive crisis management systems for natural disasters and emergencies, featuring emergency communication networks, backup systems with alternative operational sites, regular staff training, and real-time safety information sharing. Preventive measures include safe route selection and reliable supplier partnerships. As part of the global JTB Group with 29,000+ employees, we operate integrated crisis management and business continuity systems. These ensure rapid employee and customer safety verification, swift business recovery, and operational continuity during emergencies. Annual simulation exercises covering natural disasters and cyber threats strengthen our practical emergency response capabilities." |
| *About JTB | Founded in 1912, the JTB Group has a history spanning more than 110 years, over 500 bases and storefronts within Japan, and a global network of more than 150 bases across 36 countries/regions. JTBGMT is Japan's largest professional group specializing in inbound trips to Japan, continuing the JTB Group's original business domain since its founding days. |
| JTB's Global Network | https://www.jtbcorp.jp/en/company/overseas_operations/ |
| History of JTB | https://www.jtbcorp.jp/en/company/history/ |