Amazing service - from honeymoon zero to hero

<p>As part of our honeymoon to Japan we used STA to buy our Japan Rail passes as they're one of the only vendors who can facilitate it in SA. A week before the trip I picked up the envelope with tickets inside and my wife and I set out on our eastern adventure. </p> <p> </p> <p>At at the train station in Japan on our first day we opened the envelope and realized with that it only had one ticket in. At this point is was 2am in SA so not much could be done. I wrote to STA and my wife and I decided to pay for an standalone ticket in spite of the fact that we'd paid 250 euro per rail pass that can not be purchased from within Japan. </p> <p> </p> <p>The he big implication of not having the rail pass is that we'd need to buy multiple individual tickets which are very expensive and provide no flexibility to traveling. My wife and I were pretty devastated at the implication for our trip.</p> <p> </p> <p>After exchanging several mails with STA in which I'd conceded that I should have double checked the tickets but said that they should also take responsibility for the situation, the regional manager Dominique Frick stepped in and apologized for the situation.</p> <p> </p> <p>To ensure we were able to continue with our plans without impacting our cash flow she offered to both refund the ticket that was still in SA but also refund the second ticket more than covering the additional tickets we'd have to buy without the rail pass.</p> <p> </p> <p>In the 10 years of using STA this is the most amazing gesture I have seen or heard of. My wife and I are truly grateful for appreciating our situation and making a plan for us to have the holiday we've dreamed of. </p> <p> </p> <p>Kudos to STA and Dominique for an amazing service experience.</p>