Frequently Asked Questions

No question is a silly question - it’s now even easier to find the answer you’re looking for. Our Frequently Ask Questions are continually updated to provide you with the answers you need when planning your Evergreen journey.

If the answer you need isn’t here, please contact your travel agent or call Evergreen directly on 1300 383 747.

Q. What validity do I need on my passport?

All passengers are required to possess a passport valid for 6 months beyond the conclusion of their trip.

Q. Can Evergreen arrange my passport and visas?

No, Evergreen Cruises & Tours and/or their employees and their agents are not responsible for passport, visa requirements, entry, health or other requirements of the countries visited or for any loss sustained by you for failing to comply with laws, regulations, orders and/or requirements of countries visited, and will not be liable for any costs or cancellation penalties or inconvenience where travellers do not have a travel authorisation, and are not permitted to travel.

Q. Can Evergreen Cruises & Tours organise my travel insurance?

No, this is the responsibility of the passenger; however your travel agent can do this on your behalf. We strongly advise you to take out travel insurance to cover any unforeseen circumstances, which may arise. It is a good idea to take your travel insurance documents with you.

Q. How much luggage can I bring on a River Cruise?

The luggage allowance whilst on tour is one suitcase with a maximum size of 76 x 53 x 28 cms (30 x 21 x 11’’) and weight of 23 kilograms. You may also carry a small backpack or the Evergreen Cruises & Tours issued backpack. Additional bags beyond the luggage allowance may incur additional charges and are to be settled directly to the hotel or as required. Please check with your Travel Agent or Evergreen if you have any specific requirements.

Q. Is porterage included?

Handling and porterage of your luggage (as per the luggage allowance above) is included in your tour. Additional bags beyond the allowance may be charged or it may be the responsibility of the passenger to forward the baggage to another destination. Luggage handling is not included during any independent or non-escorted touring. In this situation, luggage handling and porterage will need to be organised directly with the hotel porters. For security reasons, porterage around public transport including airports and train stations are your responsibility.

Q. Should I attach the Evergreen Cruises & Tours cardboard luggage label provided prior to departure?

No, please wait until you have claimed your luggage at your destination airport. This will ensure airline companies will not tear off this tag, as it is required to easily identify your luggage for transfer services and hotels.

Q. Are there restrictions on what I can carry in my luggage?

The Australian government have enhanced security measures to limit the amount of liquids, aerosols, and gels that can be taken through the screening point for people who are flying to and from Australia. Details of restrictions and requirements can be found on the Australian Department of Infrastructure and Transport’s website. For information regarding carry on restrictions for other countries, please contact the relevant government agencies.

Q. Will my luggage be secure?

We strongly advise that you do not pack anything of value in your check-in luggage and that you check-in ONLY your own suitcases. Do not carry items packed by other people. Never accept packages or articles from anyone unknown to you to carry on board the aircraft. As a sensible precaution against luggage tampering, including theft, lock your luggage. Information on luggage safety is available from The Australian Civil Aviation Safety Authority website.

Q. What happens if my luggage goes missing?

It is highly unlikely for your luggage to be mislaid, however we suggest if travelling as a couple to pack each suitcase with back up clothes and toiletries for each person. We also suggest writing your personal and tour details on a label INSIDE each suitcase (including name, address, telephone number, departure and return flight details). Write only your name and destination address on outside labels.

Q. What is the appropriate dress for visiting holy places?

When visiting churches and monasteries, modest dress is required i.e. no shorts, miniskirts or sleeveless tops. To visit mosques, clean and modest dress is appreciated and often required. Thighs, shoulders and tops of upper arms should not be shown. Men also need to cover their bare legs and cannot enter mosques wearing shorts. Some holy places will supply scarves for tourists to borrow.

Q. Should I provide Evergreen Cruises & Tours with my health and fitness details prior to travelling?

We will supply a Health and Fitness form in your travel wallet. These forms are designed to provide us with instant information if an emergency should arise. These forms will be returned unopened at the completion of the tour. It is not compulsory to fill out these forms but is strongly recommended

  • - We strongly recommend a visit to your doctor and dentist prior to your tour.
  • - If you are aged 70 or over at the Tour Departure date you must provide us with a doctor’s letter confirming you are fit and healthy enough to take part in the specified tour including reference to the itinerary, destinations and tour departure date.
  • - You must advise us of any pre-existing medical conditions that might reasonably be expected to increase your risk of requiring medical attention, affect the normal conduct of the tour and/or the enjoyment of other tour members.
  • - You will be required to fill in our Health and Fitness form and hand it to your Tour Director on the tour departure date.
Q. Can I take prescription medication?

Yes and it’s advisable to pack an ample supply of any medicine you are taking, copies of prescriptions and the telephone/fax number of your doctor. Because of strict drug laws in some countries, drugs you take on doctor’s orders should be carried in their original container showing the prescription label. Always keep your medication in your hand luggage.

Q. Can I travel in a wheelchair?

Europe: Due to the structure of old buildings, access to some establishments may not be convenient for wheelchair use, and facilities for the disabled in general may be limited. Many areas are pedestrian only. Certain castles have a number of stairs which may impact guests with limited mobility access to all touring areas. There are also areas of the ship that cannot be accessed by wheelchair and passengers will need to be able to get on and off the ship out of the wheelchair, due to space. For more information please contact Evergreen.

Alaska and Caribbean cruises: Some cruise ships do not have elevators, and ships that are equipped with elevators may not have elevator access to all decks. Wheelchair passengers should be aware that cabin doors and rest rooms are not wide enough to provide access for standard wheelchairs. Requests for disabled rooms must be made at the time of booking and are subject to availability. For safety reasons, passengers in wheelchairs cannot be carried on boarding ramps (which may be steep due to water levels) whilst the vessel is tied up or at anchor or on to motor coaches.

South East Asia: For guests in wheelchairs it is important to recognise that the Emerald Harmony is not ideally wheelchair suitable.The Emerald Harmony does not have an elevator, access may be limited and sometimes impossible as there are some narrow corridors, steps in the public areas and lips on certain doorways. In case of an emergency, all guests must be able to get in and off the vessel with limited or no assistance. Evergreen recommends that guests with special needs travel with a companion who can provide required assistance. Guests who have any medical, physical or other special needs should check the deck plan on our website to gain an understanding of the layout of the Emerald Harmony.

South America & Antartica: There are no handicapped facilities.

Q. Are there medical personnel available on the ship?

Europe and South East Asia: Doctors are not available on board the ship, however we can stop anywhere along the way for medical emergencies.

South America Amazon river cruise: There is a paramedic on board at all times, plus first-aid trained staff can handle minor scrapes, bites or sprains.

Galapagos cruise: There is either a doctor or a medical officer on board.

Antarctica cruise: There is a medical clinic with a doctor on board.

Alaska and Caribbean cruise: There are medics that travel on board.

Q. Does Evergreen Cruises & Tours cover tips?

Yes, Evergreen Cruises & Tours has pre-paid certain tips and gratuities for you, including all drivers, local guides, porters (1 piece of luggage only), and meals included in your tour.

Please note: Tipping is NOT included for meals, drinks, taxis and transfers that are not included as part of the tour (including Asian stopovers). As a guide for taxis, tip 10-15% of the fare on the meter. We recommend you pre-negotiate taxi fares to avoid unpleasant surprises at the end of the journey. In restaurants and bars, tip 10-15% of the total bill. If a service charge has already been added there is no need to tip as much or at all.

Q. What do I need to be aware of relating to foreign customs?

All countries you will visit have laws against the purchase and export of certain items, including antiquities, national cultural property and certain animal products, especially endangered species (ivory, rhino horn, tortoise shell, coral, feathers, etc.). Additionally, Australia has laws prohibiting the import of certain items, which include many of the same things. You face having your purchase confiscated and/or heavy fines for exporting or importing prohibited items. On departure from Europe and on return to Australia, your luggage is subject to search.

Q. Who will be escorting the tour?

Your holiday is a special time and our Tour Directors and Cruise Directors make all the difference. From your very first day their warm greetings and professionalism signal the start of a wonderful rapport. For all land tours and cruises you will have the services of a Tour Director. Whilst on your cruise you will be taken care of by a Cruise Director. Our Directors have your best interests at heart and will take care of all arrangements for you.

Europe: Please note that that your city extension or land Tour Director will not join you on the cruise.

Q. What time can I check-in to my hotel?

If your flight arrives before noon (usually 14.00 is check-in time) at the city where your tour starts, the hotel may not have your room available until mid-afternoon. We endeavour to ensure that rooms are ready for your arrival times however this is not always possible and is outside our control. Some people use this time to explore the neighbourhood, shop or relax in the hotel public areas. On arrival at your hotel, please check to see if your Tour Director has already posted tour information in the foyer.

Q. Are there likely to be changes to my itinerary?

On certain occasions, for operational or local reasons, it may be necessary to change your hotel accommodation or a brochured attraction in a particular location. If this does occur, you will be notified of such changes as soon as possible.

Q. Are laundry facilities available?

Limited laundry facilities are available on board cruise vessels and costs are additional and the responsibility of the guests. When stay in a hotel you can generally arrange laundry direct with the hotel although it can be costly. Some hotels will provide an iron for you upon request. There are also laundrymats in cetain towns and cities. We recommending checking with your tour or cruise director for more specific detail.

Q. Can you accommodate special dietary requirements?

Yes. If you have not already advised your travel agent at the time of booking please let your Tour Director know at the start of the tour any special needs or dietary requirements so they can be best accommodated. Remember your favourite food items will not always be available.

Q. What type of food can I expect?

Be mindful that meals your trip will often reflect the local cuisine and delicacies, which may be different to what you are normally accustomed to. Your dining experiences will certainly enhance your tour and introduce you to the local region and culture.

Q. What do I do if my passport is lost or stolen?

Your passport is a valuable document that is attractive to criminals who may try to use your identity to commit crimes. It should always be kept in a safe place. You are required by Australian law to report a lost or stolen passport. If your passport is lost or stolen overseas, report it online or contact the nearest Australian Embassy, High Commission or Consulate as soon as possible.

Q. Are there any unforseen costs I should be aware of?

Sometimes there is a small charge for public toilets, food and drinks usually cost more and the service may be a little more leisurely than you might expect.

Q. Are there any restrictions on photography?

It may not be possible to use your camera or video camera at some sites of interest, or there may be a fee; please ask your Tour Director for further details. Not everyone would appreciate being on your souvenir home video or holiday photo, so please respect the privacy of local people and cruise directors/local guides by asking permission before filming or taking a photograph, especially in holy places.