FAQs COVID-19

When are you reopening?

We will reopen to the public at 10am on Monday 6th of July. Tickets on sale now.

How have you ensured the Aquarium is safe to open?

We recognise our responsibility with regard to the health, safety and wellbeing of all of our staff and visitors in light of the coronavirus pandemic and are committed to following the advice and guidance provided by the government.

For that reason, we’ve implemented a number of changes to the Aquarium experience:

We’ll be strictly limiting the number of visitors who are able to come to the Aquarium each day to ensure everyone has a safe and enjoyable experience.

All visitors and free returners must book online in advance of their visit.

We’ve installed additional hand-wash and sanitisation facilities around the Aquarium.

The whole Aquarium has been rearranged to follow a strict one way route to help with social distancing. This includes our gift shop.

There will be floor markings to help our visitors to remember to stay apart.

Loola Land Soft play will remain closed to safely uphold social distancing measures and limit people’s contact with hard surfaces.

We’ll be managing toilet facilities to control numbers of people in and out and ensuring regular cleaning takes place.

We’ve installed lots of guidance on hygiene, social distancing and safety measures around the Aquarium as friendly reminders to everyone how to enjoy their day.

Our team of Housekeepers will be working on an enhanced cleaning regime.

Our Ocean Discovery Rangers will be around the Aquarium, helping to ensure everyone keeps a safe distance.

 

How do I book tickets to visit?

We’re now only accepting online bookings, made prior to your visit.  When you book you will be requested to pick a date and a timed session. 

This is so we can safely monitor/limit the number of visitors at the Aquarium each day. 

If you have not booked your session before arrival, you will not be able to enter the Aquarium.

Online bookings are available up to 1-hour before the entry time.

If you are using your in-date valid free return annual pass, you must book a session before arrival. Visitors that qualify for free entry (e.g. carers, under 3’s) must still book a session.

What are the new timed sessions?

Visits are available by booking a three hour visit session, this is so we can safely monitor/limit the number of visitors at the Aquarium each day.

The sessions are:

10:00 – 13:00
11:00 – 14:00
12:00 – 15:00
13:00 – 16:00
14:00 – 17:00 (Last entry at 16:00)

You can arrive at any time during your session, but you will be required to leave when your session ends.
You can book multiple sessions in the same day.  You can book to come on multiple days.

Online bookings are available up to 1-hour before the entry time.

 

If you have not booked your session before arrival, you will not be able to enter the Aquarium.

If you are using your free return annual pass, you must book a session before arrival. Visitors that qualify for free entry (e.g. carers, under 3’s) must still book a session.

Can I still use my Complimentary Year Pass?

If you have an in-date valid Complimentary Year Pass you’ll be able to visit, but you’ll have to book a slot via our website.

Everyone who visits will need to book a place via our website.  When you book your visit, if there is anyone  in your party that qualifies for free entry (e.g. carers, under 3’s), you must still book them in as part of your party. 

I have a gift ticket/ Complimentary Year pass which has expired while you’ve been closed. What do I do?

Our charity, like many other organisations, businesses and people, has been hit hard by the global pandemic.

We have thought long and hard about what we are able to achieve with our current ticket holders and it is with huge regret that we are not able to extend year passes which expired during the closure time to be used when we reopen. With four months without income, our charity is in a precarious financial position and protecting the Aquarium and the animals we care for must be our main priority.

We do hope you’ll continue to purchase a new pass and visit us soon.

Are you going to extend Complimentary Year Passes?

We have thought long and hard about what we are able to achieve with our current ticket holders and it is with huge regret that we are unable to extend year passes with extra time to be used when we reopen.

With four months without income, our charity is in a precarious financial position and protecting the Aquarium and the animals we care for must be our main priority.

We hope you will still visit us with your pass and when it runs out even renew it for another year to continue visiting our Aquarium and animals.

Will the Gift Shop be open?

Our Ocean Gift shop will be open at the end of the Aquarium. In line with government guidance we have made the following changes to our shop for your safety;

A one-way system has been introduced within our shop to maintain social distancing.

An exit is available to restart an Aquarium journey if desired.

Where do I find hand washing facilities?

We have new hand wash stations installed outside our Aquarium, in our Waves Café and Outdoor Garden plus hand sanitizers located around the building for use too.

Can we bring a picnic with us?

Yes, you’re very welcome to bring a picnic with you when visiting the Aquarium. 

As we adapt to re-opening the Aquarium, we ask that all picnics are eaten outside and request that your waste is taken home with you for responsible disposal.

Will toilets be open?

All of our toilet facilities will be open.  We ask customers to be mindful in the toilet corridors when queueing. Our team will be carefully managing these areas, and so there may be a short wait to use the facilities. All of our washrooms will be cleaned thoroughly and regularly throughout the day for your safety.

Will we have to wear masks to visit the Aquarium?

Based on the current government guidance and advice, customers may choose to wear face coverings however; this is not a requirement.  Our Front of House team will be wearing visors. 

Can I still use cash at the Aquarium?

We ask you to please make purchases online where possible or use contactless payment. The NMA is now a cashless site. Contactless payments are available by bank card, apple pay or android payments and is limited to £45 per transaction.

Will there still be talks and shows at the Aquarium?

Due to social distancing requirements we cannot currently provide talks which encourage gatherings of visitors in one area. We will however have information sheets, trails and feeding videos available via our free Wi-Fi on site.

Are you offering any discounts?

Currently we are not offering any discounts on admissions (excluding Wet and Wild deal with Dartmoor Zoo, please pre-book your tickets and we will refund on entrance).

However, if you work within the NHS, Blue Light services or Armed Forces we would be pleased to offer a 10% discount on food and drink and gift shop purchases.   Please bring some valid ID to be used at the time of purchase.

 

 

Will schools be allowed to visit?

We’re working with schools to provide access to learning resources online. If you wish to book a school visit for a future date, or would like a member of our team to come to your school, please contact our team directly at learning@oceanconservationtrust.org

I have a question not answered here and can’t get through to anyone on the phone?

To ensure the safety of our staff we currently have a smaller team working at the Aquarium. This means that it’s taking us a little longer than usual to answer enquiries. You can find lots of information about booking and visits on our website.

For anything else, please email enquiries@oceanconservationtrust.org and our team will get back to you as soon as possible. Thank you for bearing with us at this time.

I have an event, function or experience booked with you, will this go ahead?

Our event team will be in touch with you individually to talk about your event or function and we’re taking steps to ensure that all activities at the Aquarium are delivered with safety in mind, following the latest government guidance. Please bear with us, as our team are working through our lists which will take us a little bit of time.

I’ve got a free year pass, why do I have to book?

The number of visitors being welcomed back to our Aquarium each day will be limited to ensure that everyone has a safe and enjoyable day with us, while fully adhering to the government’s social distancing and safety guidelines.

To do this, our team will be carefully managing the amount of people at the Aquarium at any one time. This means that our family of members will also need to let us know that you plan to visit, in advance, by using our online booking system.

To do this, head to ‘book tickets’ via our website or click here

Select the day and time you’d like to visit and select the free ticket option.

Remember to book a place for everyone in your group. If you are coming with people that need to pay, please add their tickets to your basket. 

Thank you for your understanding and for your incredible, unwavering support – it’s hugely appreciated.

I have a question you haven’t answered or I’d like some more information

We’ve tried to cover as much as possible here in our FAQs but please do email us enquiries@oceanconservationtrust.org if you have any further questions that have not been answered, or if you’d like to make any suggestions. We’re always happy to hear from our wonderful visitors. For more information and advice on Covid-19 in England, please visit https://www.gov.uk/coronavirus

Non COVID Questions

Why is the National Marine Aquarium a charity?

The National Marine Aquarium is the Ocean Conservation Trust’s window to the Ocean and is an essential element in the delivery of our habitat restoration and behaviour change programmes.

Our charity has been running the UK’s largest charitable aquarium for over 20 years. Our Aquarium was the first UK aquarium set up specifically to further learning, research and conservation of the marine environment.

How is the National Marine Aquarium funded?

The National Marine Aquarium is operated by the Ocean Conservation Trust. We receive no revenue support and is entirely dependent on visitor income to cover the costs of operation and to support our charitable work. We do apply for grants and sponsorship funds wherever possible but these go to supporting specific projects and not the day to day running of our Aquarium.

Can I smoke at the Aquarium?

We do not allow any form of smoking inside the building. This includes the use of any e-cigarette/vaping devices. This is to ensure that we avoid any confusion on reports of sources of smoke within the building. We do have a garden in which members of the public may smoke if they wish.

Any more questions you may have for us, please email our team on enquiries@oceanconservationtrust.org

We hope to sea you soon!

The National Marine Aquarium (NMA) is the UK’s largest aquarium, located in Britain’s Ocean City, Plymouth. It is run by the Ocean Conservation Trust, a charity dedicated to connecting people with the Ocean.

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