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Frequently Asked Questions

Latest questions about the new changes
Q. What will happen to my Evergreen Explorer status from January 1, 2018?
A.

All members will maintain their current loyalty status. No one will be upgraded or downgraded as a result of these changes.

Q. How can I find out my current Evergreen Explorer tier and Evergreen Explorer Points?
A.

If you’d like to know your current tier and points balance, you can contact the Member Help Desk on 1300 397 567 or explorer@evergreentours.com

Q. Are Evergreen Explorer Points based on nights or days travelled?
A.

Points are calculated on days travelled.

Q. With the removal of ‘trips’ from status earned on January 1, 2018, what if I am close to reaching the next tier based on ‘trips’ taken?
A.

If you are about to achieve the next Evergreen Explorer tier based on the previous ‘trips’ calculations, we will review your status and graduate you to the next tier.

Q. Will you retroactively apply more points when I travelled in higher suites?
A.

No. This will only apply from travel from January 1, 2018 onwards.

Q. What if I received a free cabin upgrade, will I receive more points per day?
A.

You will receive Evergreen Explorer Points based on the cabin you booked, as per your documentation, at the time you depart for your cruise. If you upgrade your cabin on board the extra points will not apply.

Q. Does the new voucher extension duration of 24 months apply to all Evergreen Explorer tiers?
A.

Yes, all guests can redeem eligible vouchers up to 24 months from the date you return home from a cruise or tour.

Q. How can I calculate Evergreen Explorer Points for a future cruise or tour?
A.

For your convenience, an online points calculator will soon be available. In the meantime, please use the Evergreen Explorer Points table or contact our Member Help Desk on 1300 397 567.

Q. Are the Evergreen Explorer and Scenic Club program linked?
A.

Evergreen Explorer is a completely separate program to the Scenic Club loyalty program operated by Scenic Cruises & Tours. Individuals may have membership of both Evergreen Explorer and Scenic Club. Benefits are not interchangeable or transferable between Evergreen Explorer and Scenic Club. However, individuals who complete a Scenic cruise or tour may choose to have that tour count towards their Evergreen Explorer membership and tier status assessment. Should they do so, it will not count towards their Scenic Club membership or tier status and the transfer cannot be reversed. Please note, your Evergreen trip will NOT count towards their Scenic Club membership and tier status assessment.

General questions about the Explorer Program
Q. Is membership free?
A.

Yes. Membership is free and an automatic entitlement once you have travelled once with Evergreen Cruises & Tours.

Q. How do I qualify for membership?
A.

Silver membership is automatic after you have completed any paid travel with Evergreen. Gold membership is automatic after you have completed either 50 paid days or 5 paid tours (of 7 days or more) on Evergreen cruise and/or tour. Diamond membership is automatic after completing 10 paid tours or 100 paid touring days on Evergreen cruise and/or tour. Your membership kit will usually be sent to you within 8 weeks of completing your qualifying tour. If it has not arrived please email us at explorer@evergreentours.com noting the details of your recent trip and our membership services team will follow up.

Q. Can I apply to join?
A.

No. Membership is automatic and limited to those who have previously toured with us on a paid Evergreen cruise and/or tour. Once you have completed any travel with us, you will automatically be sent a Silver membership kit. If you have completed your 5th paid tour of 7 days or more, or 50 days of paid touring with us, we will automatically send you a Gold membership kit, and if you have completed 10 paid tours of 7 days or more or 100 paid touring days then you will automatically be sent a Diamond membership kit. If your kit has not arrived within 8 weeks of the completion of your qualifying tour please contact us.

Q. Can I get on the mail list for the Evergreen Explorer Magazine or monthly Evergreen Explorer email?
A.

Yes. Please note non-members are welcome to subscribe to our “Evergreen Explorer” eMagazine and the monthly Evergreen email newsletter by entering their contact details. Subscribers and members are automatically sent these publications unless they advise us they do not wish to receive them.

Q. Do I have to travel to maintain my membership?
A.

No. Silver, Gold, or Diamond membership is valid for life and you can only move upward in tier status as you reach higher qualifying levels: from Silver tier status to Gold status and from Gold tier status to Diamond tier status. Tier status is never downgraded as in some other loyalty programs.

Q. Do tours completed prior to the launch of the program in 2011 qualify for membership?
A.

Yes. At the time of launching the Evergreen Explorer program, we attempted to identify all our past passengers as qualification for membership is based on past paid Evergreen cruise and/or tour undertaken. If you have toured with us in the past and not received a membership kit please email us listing the tours you have done and we will be pleased to get the appropriate Silver, Gold or Diamond membership kit sent to you.

Q. Some of my prior tours are not recorded in my membership details - how do I get this fixed?
A.

If any or your prior Evergreen branded tours are not recorded in your member transaction history please email us at explorer@evergreentours.com with your name, membership number, residential address and the date and name of your tour that is missing and we will amend your membership record accordingly. Alternatively, please contact the Member Help desk on 1300 EXPLORER (1300 397 567).

Q. I have lost my membership card - how do I get a new one?
A.

Please call the Member Hotline on 1300 EXPLORER (1300 397 567). We will ask you some security questions to verify your identity and then our team will be happy to send you a new card.

Q. I have forgotten my membership number, what do I do?
A.

Don't worry, simply contact the Member's Hotline on 1300 EXPLORER (1300 397 567). Our staff will ask a few questions to verify your identity and then they will be happy to remind you of your membership number

Q. Do I need my membership number when booking a tour?
A.

No. Please make sure that your travel agent includes your exact name and address as per your previous Evergreen trip. The Evergreen reservations consultant will be able to search for your past record.

Q. How long are my Welcome Home Vouchers valid for?
A.

The Welcome Home Vouchers are sent within 8 weeks of arriving home from your trip. The vouchers are then valid for 24 months. Please note this is within 24 months of the date you book your next trip, not when you travel.

Q. Are the Evergreen Explorer and Scenic Club programs linked?
A.

Evergreen Explorer is a completely separate program to the Scenic Club loyalty program operated by Scenic Tours. Individuals may have membership of both Evergreen Explorer and Scenic Club. Benefits are not interchangeable or transferable between Evergreen Explorer and Scenic Club. However, individuals who complete a Scenic Tours tour may choose to have that tour count towards their Evergreen Explorer membership and tier status assessment. Should they do so, it will not also count towards their Scenic Club membership or tier status and the transfer cannot be reversed. Please note, Individuals who complete an Evergreen trip may NOT have that tour count towards their Scenic Club membership and tier status assessment.