Scenic Consumer Website FAQ AU

Page 1

We appreciate your patience while our team have been managing the recent IT issues. Many of our guests and

agent partners have experienced difficulties in contacting us. We will continue to provide updates on this page as information becomes available.

Update as of Wednesday 16 March Trip Personaliser Update We are pleased to advise Trip Personaliser is now available for our guests and travel advisors to finalise their travel information prior to their cruise or land journey. The Trip Personaliser self-service platform is available via these links for all Scenic, Emerald Cruises and Evergreen guests.

Update as of Monday 14 March IT Systems Update We are pleased to advise that our booking systems are now back online, and we are continuing to take enquiries through our Reservations Team and Travel Agency partners. As a priority, our Reservations Team are actioning the queries which have been received by phone and email since this incident occurred. Please be advised there may be some further delays in responses, while we process these requests in order of departure date. Travel Documentation for Upcoming Departures Whilst our booking system is back online, we are still expecting some delays in sending guest documentation. We will be distributing documentation in order of departure date. If you have any further questions regarding your travel documentation, please contact our Reservations Team on 138 128 who will be able to assist you. When will your normal website be back online? With our booking systems back online, the next phase will be to restore our full websites for the Scenic, Emerald Cruises and Evergreen brands. We will provide further updates and a timeline, as this progresses. Has there been a data breach? There is currently no evidence to indicate that any guest, partner or personal information has been impacted, if this changes we will inform those persons directly. Should I expect delays in receiving a response, and what is the estimated response time? We appreciate your patience and understanding during this time. We are now processing enquiries and booking amendments which were made while our systems were offline, in order of departure date. For booking enquiries related to cruises or land journeys departing within the next 60 days, please call our Reservations Team on 138 128 or contact your Travel Advisor. Who do I contact with further queries? If you have any further questions after reading these FAQs, please contact

Update as of Friday 4 March 2022 & 2023 Russia River Cruises & Land Journeys The health and safety of all guests and crew continues to be at the forefront of all decisions. We have therefore made the decision to suspend all Scenic and Emerald Cruises 2022 and 2023 Russia river cruises, including any connecting land journeys. For guests with affected bookings, a Future Travel Credit (FTC) will be applied to support you making alternative travel arrangements. Our Reservations Team will be in contact with you, or your Travel Advisor, to discuss your alternative travel arrangements and to provide FTC letter for your booking. Frequently Asked Questions Are your Europe river cruises still operating? Our Europe river cruises will be operating as scheduled. We will continue to closely monitor the situation in bordering countries, and may need to amend our itineraries accordingly, if there are any potential impacts on the guest experience. Can I use the Flexible Booking Policy to defer my Europe river cruise? Our Europe river cruises will be operating as scheduled. Your client can use our Flexible Booking Policy to rebook an alternative Europe, France or Portugal river cruise or Scenic Eclipse ultra-luxury voyage up to 60 days prior to travel, with no Scenic Group fee (third party fees such as airlines may apply). They can also choose to transfer their cruise to a Future Travel Credit to defer or cancel their river cruise. Where can I find further information on government travel advice for the countries my client is travelling to? Please refer to Australia:

Update as of 28 February 2022 Due to issues caused by unauthorised access to our IT systems many of our guests and travel advisors are experiencing difficulties contacting us in relation to upcoming bookings and other general enquiries. Scenic Group wishes to provide an update and information on the current IT issues we are experiencing. Scenic Group IT Cyber Security Incident Scenic Group, which includes Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Tours, is currently experiencing a cyber security incident resulting in ongoing disruptions to its IT systems. The incident involved temporary unauthorised access to our IT systems. We treat cyber security very seriously and are investigating the incident. We are committed to taking the appropriate actions to resolve this situation and bring our systems back online to full capacity. Is Scenic Group still operating? Is my cruise or land tour still scheduled to proceed? Whilst this incident has impacted our IT systems, we are continuing to operate our cruise and tour programs as scheduled. Scenic Group will work closely with our partners to ensure delivery of our guest experience is not impacted.