Frequently Asked Questions about the Scenic Club


Q.

What will happen to my Scenic loyalty status from 1 January 2018?

 
A.

All guests will maintain their current loyalty status. Nobody will be upgraded or downgraded as a result of the changes.

Q.

How can I find out my current Scenic loyalty tier and Scenic Status Points?

 
A.

Your Scenic Status Points balance and loyalty status will appear at the top of each marketing email you receive from us. If you do not have an email address or have unsubscribed, you will need to contact the Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand).

Q.

Are Scenic Status Points based on nights or days travelled?

 
A.

Points accumulation is 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 Scenic Loyalty tier based on the previous ‘Trips’ system, we will review all guests and grandfather you over if you meet the requirements. Guests who have been grandfathered will be advised accordingly.

Q.

What happens to my Scenic Status Points calculation if I am upgraded? (i.e. booked in a Standard Suite and upgraded to a Balcony Suite)

 
A.

Generally, Scenic Status Points are calculated on your Suite category at the time of departure. Depending on the circumstance, you may not always be awarded the higher earning rate.

Q.

With the new voucher extension duration of 24 months, does this apply to all Scenic loyalty tiers?

 
A.

Yes, all guests can redeem vouchers up to 24 months after returning home from a cruise or tour.

Q.

If I receive a hotel upgrade on a tour, do I receive incremental Scenic Status points?

 
A.

No, the program is designed so that guests who are travelling on land tours receive 100 Scenic Status Points per day travelled, irrespective of hotel room categories.

Q.

How can I calculate Scenic Status Points for a future cruise or tour?

 
A.

An online Scenic Status Points calculator will soon be available. In the meantime, please use the Scenic Status Points table located at https://www.scenic.com.au/scenic-club/2018 or contact our Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand).

Q.

Will Scenic Status Points be backdated for travel in higher earning suites?

 
A.

To allow an even playing field for all guests, awarding additional Scenic Status Point for higher earning suites will come into effect from 1 January 2018 only.


General questions/application

Q.

Can I apply to join the Scenic Club?

 
A.

Membership is restricted to those who have previously toured with Scenic.

Q.

Will I have my own membership number or share it with a partner?

 
A.

Each guest has their own individual membership number and accumulates Scenic Status Points based on days they have taken on an individual basis.


Scenic Club Membership tiers

Q.

How do I quality for Scenic Club membership tiers?

 
A.

Guests will earn 100 Scenic Status Points for each paid tour day, plus additional points for higher spend on premium decks and suite categories, so the more guests spend, the greater the benefits.

  • Scenic Gold membership is automatic after you have completed one tour of seven paid tour days or more.
  • Scenic Platinum membership is automatic after you have earned 5,000 Scenic Status Points.
  • Scenic Diamond membership is automatic after you have earned 10,000 Scenic Status Points.
  • Scenic Emerald memberships automatic after you have earned 25,000 Scenic Status Points.

Scenic Emerald, Scenic Diamond, Scenic Platinum

Member only cruises and tours

Q.

Will a first time guest or Scenic Gold member be accepted?

 
A.

Yes, only if they are accompanying a Scenic Emerald, Scenic Diamond, Scenic Platinum member on the same itinerary.

Q.

Will first time guests and Scenic Gold members receive the same inclusions?

 
A.

Yes, guests confirmed will benefit from all the on tour inclusions.


Limousine Service, Hotel & Transfer Credit options

Q.

I live outside the limousine zone allowance, and am therefore entitled to the alternative hotel night stay. However, I would like to take the limousine in one direction and personally pay the difference. I would then like to take up the alternative hotel night stay on the other direction. Is this acceptable?

 
A.

Yes, please arrange this via our Member Help Desk on 1300 LOYALTY (0800 330 340 for New Zealand) or contact your Scenic Agent.

Q.

Who sets the restrictions on the limousine zone allowance?

 
A.

These are restrictions set by our limousine provider.

Q.

I live outside the limousine zone and cannot use the hotel option alternative. What benefit do I receive?

 
A.

As an alternative to the hotel night, you may be eligible for a AUD/NZD$50 per person each way Transfer Credit. This credit will be applied to your current booking and is non-refundable.

Q.

Can I combine the alternative hotel nights and Transfer Credit?

 
A.

Yes, you can.


Pre/Post Tour Night

Q.

What days count towards the “20 days” requirement for me to receive the extra hotel night before or after my tour?

 
A.

The days, must be paid days. Therefore any unpaid days such as a free stopover or free pre tour nights do not count towards the '20 day' requirement. Any paid days combined in one lot of travel away from home can be counted. For example, if you do back to back tours, the nights of both tours can be added together (a 15 day tour and a 6 day tour equal 21). Equally a tour plus any paid extension that adds to 20 days or more also qualifies.


Membership kits and cards

Q.

How long will it take for my membership kit to arrive?

 
A.

Membership kits will be sent to you within eight weeks of completing your cruise or tour.

Q.

I haven’t received my membership kit, what should I do?

 
A.

Please email us at scenicclub@scenic.com.au, including your prior cruise or tour details with your preferred contact number. If you do not have access to email, please call the Member Help Desk on 1300 LOYALTY (0800 330 340 for New Zealand).

Q.

I have lost my Scenic membership card, how do I get a new one?

 
A.

Please call the Member Help Desk on 1300 LOYALTY (0800 330 340 for New Zealand). We will ask you some security questions to verify your identity.


Membership

Q.

Do I have to travel to maintain my membership?

 
A.

No. Scenic Gold, Scenic Platinum, Scenic Diamond or Scenic Emerald membership is valid for life and you can only increase your tier status level.

Q.

I wish to unsubscribe from receiving mail or email from Scenic, will I retain my membership?

 
A.

Yes, you will maintain your current status. By unsubscribing, you will no longer receive correspondence including Thank You vouchers or New Member kits and associated vouchers. Should you change your mind, we keep your records so we can easily reinstate your record. Simply contact the Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand) and our Member Services Team will update your record.

Q.

I have forgotten my membership number, what do I do?

 
A.

Simply contact the Member’s Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand) to arrange a replacement card.

Q.

Do I need my membership number when making a booking?

 
A.

No, your details are held electronically on your profile. You will be asked some security questions to verify your identity.

Q.

I am missing Scenic Status Points for my prior cruises or tours, how do I get this fixed?

 
A.

Please have these details available and call the Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand) or see your Scenic Agent.


Vouchers and referral credits

Q.

What is a Thank You voucher?

 
A.

After returning home from a cruise or tour with Scenic, you will receive a Membership kit including a Thank You voucher. This discount can be used for a future bookings and is valid for 24 months from when you complete your previous tour.

  • Scenic Gold, Scenic Platinum, Scenic Diamond guests receive $200 off their next tour
  • Scenic Emerald guests receive $300 off their next tour

If a guests completes two or more tours which is calculated at 7 paid touring days or more these Thank You vouchers values are doubled.

Q.

What is a Welcome voucher?

 
A.

After returning home from a cruise or tour with Scenic, you will receive a Membership kit including a Welcome voucher. This is a discount that you can give to a friend who has not previously travelled with Scenic to apply to a future booking.

  • Scenic Gold, Scenic Platinum, Scenic Diamond guests receive a $100 referral voucher
  • Scenic Emerald guests receive $150 referral voucher

Q.

What is a referral credit?

 
A.

If a Scenic Club member presents a new guest with a Welcome Voucher which is redeemed and deposited, they are entitled to earn a $200 Referral Credit. Based on the Welcome Voucher unique code, this Referral Credit automatically appears on the referring guests profile and is valid for 24 months.

Q.

Can I split the value of a Welcome or Thank You voucher over multiple bookings?

 
A.

No, only one voucher can be applied to each booking.


Scenic Club luggage choice

Q.

What luggage am I entitled to receive?

 
A.

Please refer to Scenic Club luggage options here: https://www.scenic.com.au/scenic-club/luggage-options

Q.

I’m a Scenic Diamond or Scenic Emerald member about to depart, how do I select between receiving a premium trolley case or Visa gift card?

 
A.

Prior to each departure, members may choose a pre tour gift of a selection of merchandise plus either our premium trolley case or a $100 retail Visa Card. Your choice along with your name, address and phone number must be entered into 'Trip Personaliser' 6 weeks prior to your cruise or tour departure to allow delivery.

To enter your details in 'Trip Personaliser' visit https://tp.scenicglobal.com or speak to your Scenic Agent.


Bookings

Q.

Do I have to book directly with Scenic to obtain tour member offers?

 
A.

No. We generally recommend that you make your booking with your preferred travel agent. They are well equipped and informed to allow you to make your Scenic reservations. Should you have any remaining enquiries then by all means contact the Member Help Desk by emailing scenicclub@scenic.com.au or by calling 1300 LOYALTY (0800 330 340 for members in New Zealand).

Q.

Can I still book directly with my travel agent?

 
A.

Yes, we recommend that you make your booking with your preferred travel agent.


Cancelled Tour

Q.

I’ve fully paid for a tour however I now need to cancel and won’t receive a refund. Will this tour count towards my Scenic Club status?

 
A.

Should you cancel a fully paid cruise or tour prior to departure and do not receive a refund, the number of Scenic Status Points for this fully paid tour will count towards your Scenic Club tier status.


Evergreen Explorer Membership

Q.

Do tours that I have completed with Evergreen Tours count towards my Scenic Club tier status?

 
A.

No. If you travel with Evergreen Tours or Emerald Waterways, you cannot have that cruise or tour count towards your Scenic Club tier status. This is because the products of Scenic, Evergreen Tours and Emerald Waterways are not the same.

Q.

Do tours that I have completed with Scenic count towards my Evergreen Explorer or Emerald Explorer tier status?

 
A.

Yes. In advance of a Scenic departure, you may choose (and must advise us) to have that Scenic tour count towards your Evergreen Explorer tier status. If you choose to do this, all your Scenic Status Points will be transferred and this is not reversible.


Group Bookings

Q.

Do you earn Scenic Status Points when travelling as a part of a group booking?

 
A.

Generally not, please enquire with the Member Help Desk by emailing scenicclub@scenic.com.au or by calling 1300 LOYALTY (0800 330 340 for members in New Zealand) or see your Scenic Agent.


Unsubscribe

Q.

How do I unsubscribe from the Scenic communications?

 
A.

To remove yourself from emails, click the ‘unsubscribe’ link located at the bottom of a Scenic email. Otherwise to remove yourself from our email or mailing lists, call our Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand).

Q.

How do I remove myself from the Scenic Club program?

 
A.

Please notify us by email to scenicclub@scenic.com.au or by mail to: Scenic Club Member Program, Scenic, Level 15, 56 Pitt Street, SYDNEY NSW 2000. Please note that as a member of Scenic Club that there are no obligations to purchase any additional tours or attend any events. The program is designed to provide extra recognition, offers and service for our guests.


Update details

Q.

How do I update my details?

 
A.

Please call the Member Help Desk on 1300 LOYALTY (0800 330 340 for members in New Zealand) and our Member Services Team will be able to update your details for you.