ABOUT FESTIVAL ADVISOR
Festival Advisor is a network, powered by Pollen, that recruits ambassadors for our network of festivals, events, and travel opportunities. For every successful referral, ambassadors earn points, to which they can redeem free passes and other unique experiences and rewards.
Pollen is an invite-only platform that works in partnership with Festival Advisor, enabling members to enjoy and share amazing
experiences with their friends.
WHAT IS A FESTIVAL AMBASSADOR AND WHAT DO THEY DO?
Festival Advisors are the go-to-friend, the person whose inbox gets flooded every weekend with “What’s the game plan?” texts. Our festival ambassadors use that network to sell tickets and experiences to their network, in turn, awarding them with points that they can use to unlock exclusive rewards.
WHAT KIND OF BENEFITS AND REWARDS DO FESTIVAL AMBASSADORS GET?
• Free passes to festivals and live events
• VIP area access
• Backstage tours and golf cart rides around
the festival grounds
• Intimate meet & greets with artists like
Galantis and Kaskade
• Drink tickets and open bar access (21+)
• Personal professional festival photographers
to capture your day
• Expedited entry
What is Pollen?
Pollen is an invite-only platform that enables members to enjoy and share amazing experiences with their friends. In return, members enjoy our unique set of rewards many of which they can share
with their friends too.
What do I do if I have a question about my ticket?
Pollen works very closely with its members to give them the right information about the tickets they are selling. If you have a question about your ticket you can either speak to the member you bought your ticket from or you can contact us directly at [email protected].
When will I receive my ticket(s)?
Tickets will be sent as either e-tickets or physical tickets around a week prior to the event, unless you have brought a ticket within a week of the event where it will usually be dispatched within a day of the event.
With some events, Pollen operates a guestlist on the door where all you need is your order confirmation email for entry; no eTickets will be dispatched in this case. Event specific information is displayed in your purchase confirmation email.
Why should I purchase through a Pollen member?
Our events come with unique benefits and perks such as discounted booking fee or queue jump. These benefits will vary depending on the event.
How do I know that the tickets I am purchasing are official?
Pollen is an official partner of a large number of festivals and events across the UK and worldwide. For example, we are in the partner section at the end of the We Are FSTVL website (www.wearefstvl.com).
The tickets purchased through Pollen are always authorised by the festivals and events you are buying for and in many cases, the payment will be finalised via official ticketing partners such as TicketMaster.
How do points work and how do I redeem my rewards in the shop? Do I have to redeem them right when I purchase or can I wait?
You earn points for every sale made through Pollen, from both you and your mates’ purchases. Points will be added to your Pollen profile once we confirm receipt and approval of payments. We advise redeeming rewards as soon as you have enough points to ensure ample time to guarantee fulfilment. Some rewards can sell out - the sooner you redeem, the better!
When I buy a travel package when do I receive confirmation of my purchase?
Confirmation of payment emails are sent automatically once all customers in a sale submit payment. IF YOU DO NOT receive a payment confirmation email, please reach out to your Membership Manager immediately or contact [email protected]. Confirmation emails for accommodations are sent based on our supply partners’ schedules, typically within 48 hours of received payment. Please ask your Membership Manager if you have not received an accommodation or trip confirmation email within one week of purchase.
Does the price of a travel package change over time?
Prices of packages can change based on supply and our contracted relationships with partners. We advise purchasing early to guarantee the lowest price.
I've redeemed a "You go for free!" reward. When will I see a return credit to my account?
Congratulations on earning your free trip reward! We process refunds one at a time and refund based on the assumption that a room is sold at full occupancy. Refunds are processed by our internal team within 48 hours of reward redemption. Please allow 7-10 business days for your financial institution to
reflect the refund in your account.
What does a VIP room upgrade reward mean for travel packages?
VIP room upgrade rewards can be unlocked to earn a better room within the same hotel accommodation or an accommodation partner property in the same destination. Only one room will be upgraded per redeemed reward. Your Membership Manager will work with you and our accommodations partner
to upgrade your room!
After a travel package purchase, can I change the names of some of the travellers?
Yes. Changes to traveler information can be made up to 72 hours prior to the trip start date. Please reach out to your Membership Manager and be ready to provide the name, email address, phone number, DOB, and passport information of the new traveller.
The packages available don't perfectly align with my travel schedule. Is it possible for me to make adjustments
to the package?
Pollen offers Travel Concierge services for existing packages and destinations on the platform only. Please reach out to your Membership Manager to inquire about changes to an existing package.
My flight arrives before the check-in time listed in the hotel confirmation email for my travel package. Is it possible to get an early check-in?
Unfortunately we are not able to guarantee early check-in or late check-out. Check-in / check-out times are set by our accommodations partners and adjustments to their set times are upon availability only. Please reach out to the accommodations provider to inquire about early check-in / late check-out.
I've redeemed a "transportation to and from" type reward for my travel package. What does that mean and
how will it be fulfilled?
Transportation rewards can be unlocked to redeem ride-share or private-shuttle type ground transfer in-destination to and from the airport. By redeeming this reward you unlock transportation for one group / vehicle. Your Membership Manager will reach out to schedule your transportation based on your group size and arrival and departure times in-destination.