We are pleased to announce that we will be re-opening our sites in Portsmouth, Gosport and Yeovilton on Wednesday 2 December 2020. 
Unfortunately, due to government guidelines, Hartlepool will remain closed.
 HMS Caroline remains closed to the public.

Find The Latest COVID-19 Updates Here.
 

 

FAQs

NMRN FAQs

 

PURCHASING TICKETS

Do you offer a concession for seniors?

  • Yes. Seniors (65 years old and older) receive a £1 discount on any ticket that they buy for Portsmouth Historic Dockyard.

Is the VAT reduction applied to my ticket?

  • The prices as they are listed on the website are the prices that visitors will be asked to pay, no further discounts will be applied.

Do you offer discounts for children and students?

  • We offer a child rate for all our ticketing options. Children between the ages of 4-15 will be applicable. Children under the age of four will be free but still need to be booked for the visit.
  • We do not offer a formal student concession but do run special offers for students. Student ID will be required.

Is there a discount for booking tickets online?

  • Due to the current situation we are insisting that all visitors book tickets and a timed entry slots ahead of their visit. In light of this we are offering our online discounted price which is £5 cheaper than our walk up offer available in our visitor centre. This offer has already been removed from your final price and you do not need to do anything when booking.

 

BOOKING A VISIT

Why do I have to book a time slot to visit?

  • We have introduced pre-booking for ALL visitors in line with government advice and to enable us to manage the volume of visitors to our site in a socially distanced way.

Do I have to arrive at the beginning of my time slot?

  • Time slots are allocated in half an hour sections, however we understand that sometimes you may be running late! You time slot will allow you half an hour to arrive and enter the Dockyard so a 10am til 10.30am slot means you can arrive between 10 and 10.30am.
  • We do ask our visitors to try and arrive within their designated slot to ensure that we can manage any queues within social distancing requirements and avoid large gatherings of people.
  • If you do miss your time slot, we will ask you to wait and will do our best to fit you into the next available slot. However this will depend on the capacity levels of that slot and we cannot guarantee entry. The staff will be on hand to help should this be the case.

How do I book a timeslot online as a new visitor?

  • If you are buying a new ticket, you need to visit our Book Your Visit page. Here you can choose the relevant museum  ticket page, with details of all our ticket options and prices. When you purchase your new ticket, there is the ability to book your timeslot at the same time as purchase.

Can I change or cancel my booking timeslot to a new one?

  • Yes. If you are unable to make your slot we actively encourage you amend or cancel the slot. This enables us to free up this time for another visitor. You will need to call our Visitor Engagement Team.
  • You will not be penalised for cancelling or amending a slot.

What happens if I cannot visit as planned?

  • If you are unable to visit as planned then we would ask you to cancel or amend your timeslot on the historicdockyard.co.uk website.
  • If you do not cancel your visit and do not attend, a ‘no show’ note will be made against your ticket. If you have two ‘no show’ notes against your record you will be prevented from booking a new slot.
  • If this is the case and you still wish to make a booking you will need to ring 023 9283 9766 (opt.1) and speak to someone in our Customer Service Team who will override the system. In this case we may also ask for a deposit against your booking.
  • We have to implement a strict policy in regard to ‘no shows’ as we are managing a severely restricted capacity and want to ensure that we can welcome as many visitors as possible at all times. 

I am unable to visit, am I able to get a refund on my ticket?

  • It is with regret that our terms and conditions do outline a strict no refund policy and we ask you to accept this specific term before you submit your payment.
  • However your tickets will remain on the system indefinitely so you will be able to visit on a later date and enjoy unlimited access to The National Museum of the Royal Navy sites for 12 months after that date.
  • The attractions within the Dockyard survive on the income it generates from its visitors and their kind donations and looks to that continued support in this challenging time. Providing refunds to visitor would severely impact our ability to maintain our historic collection.

Can I use my Tesco Clubcard Vouchers?

  • We are currently unable to accept Tesco Clubcard Vouchers and apologise for any inconvenience this may cause. We will update this page as soon as we are able to accept Tesco Clubcard Vouchers. If you have any queries regarding your Tesco Clubcard Vouchers, please contact the Clubcard team directly.

 

TICKET CONFIRMATION

I’ve booked my ticket and/or my slot for my visit, what do I need to bring with me?

  • Once you have booked your ticket and/or your time slot for visiting, you will be sent TWO confirmation emails.
  • Email One: This is your ticket confirmation. This will confirm that your ticket had been secured and payment has been processed. If it is an existing ticket, the email is confirmation that it has been validated, extended and a new ticket with your new expiry date has been issued. 
  • This email will have your official ticket attached to it - this will need to be scanned at every attraction.
  • It will also have your Returner ID on it, which is a 16 digit number...not to be confused with the barcode on your ticket!
  • You will need to keep this email as you will need your returner ID number to book each visit, and your official ticket to scan into our attractions.
  • Email Two: The second email will be your timeslot confirmation and will have your specific booking for that visit, with the date and time of your visit confirmed. 
  • You will get a new timeslot confirmation email every time you book a return visit to our sites.

I’ve booked my ticket and been sent an email but I can’t print it off? 

  • Once you have received your ticket confirmation and booking confirmation emails you can print them off and bring to the site on the day, alternatively our front of house team will be able to scan them directly from your phone or tablet.
  • If you are unable to print your confirmation and don’t have access to a phone or tablet with your emails on, then the staff at our Visitor Centre will be happy to help you.

 

GROUP VISITS

Can I book a school or learning group visit?

  • We are not currently accepting School or Learning Group bookings for Portsmouth Historic Dockyard or any of our other sites.  We will be reviewing this policy regularly and hope to welcome these groups back, later this year. However, we have taken learning online and can offer virtual learning experiences.
  • This is to account for challenges around social distancing with large groups and children.

I have an existing School Group Booking. Will I still be able to visit?

  • Unfortunately, not at the moment. We will be contacting all groups with existing bookings and discussing next steps with them.

Can I make a group travel group booking?

  • We are not currently accepting group travel bookings. We will be reviewing this policy regularly and hope to welcome these groups back, later this year.
  • This is to account for challenges around social distancing with large groups.

 

TICKET EXTENSION

I have a ticket which previously expired but was extended to cover the first lockdown closure. Will you be offering an additional extension?

  • If you have a ticket which has been manually extended by either yourself or our extensions team you will have already been issued your returner ID. You do not need to further extend your tickets. An additional extension of 28 days will be automatically associated to your tickets and returner ID’s by our system to cover visit days lost due to the museums closure. Your new expiry date will be relayed to you via email and once we reopen you will be able to book your return visit as normal.

I have purchased a new ticket under the joint Portsmouth Historic Dockyard and Mary Rose Museum scheme. Are you offering an extension?

  • When you purchased your new ticket you would have been issued a returner ID. Our system will automatically associate a 28 day extension to your tickets and returner ID from the 5th November to cover the 28 visit days lost due to the museums closure. Your new expiry date will be relayed to you via email and once we reopen you will be able to book your return visit as normal.
  • We are only able to offer extensions to visitors for the days that the site is not open. We cannot offer extensions for days when people are unable to travel because of local lockdowns or restrictions. Visitors can reschedule bookings for alternative days as soon as the booking slots are back online. We will announce when time slots are open again on our social channels.

I have purchased a new ticket and planned to visit during your closure. Will you be offering refunds?

  • Regretfully we are unable to refund your tickets as per our terms and conditions, which we ask you to agree to before submitting your final payment. We will be offering a 28 day extension to your tickets to cover visit days lost due to the closure. Your new expiry date will be relayed directly to you via email.

 

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