Frequently asked questions

What is HASSRA?

Formed in 1935, HASSRA provides sports and leisure op­por­tuni­ti­es for employees and retired staff of the Department of Health and Department for Work and Pensions and their agencies and contractors.­ For more information visit www.­hassra.­org.­uk

Who is eligible to purchase tickets from HASSRA?

Only subscribing members of HASSRA are eligible to purchase tickets. All requests to create an on-line account will be checked against membership records before the account is activated. Only one account per member is allowed; secondary requests using alternative e-mail addresses will be rejected.

How do I order tickets?

Members are required to order their own tickets using the on-line shop. Before you can purchase any tickets you must register to create an account. After your account has been activated you can log in and purchase tickets on-line.

Can I still order tickets by fax or post?

The facility to fax or post applications is now obsolete.

How do I create an account?

From the Home page, click on ‘create an account’. A registration page will appear. You will firstly need to input your email address and create a password. Then you must complete the registration form and submit it to us. After we have verified that you are a current subscribing member of HASSRA we will send you an e-mail advising that your account has been activated.

How long does it take to activate my account?

We need to verify that you are a current HASSRA member. This may take up to five working days.

What happens after my account has been activated?

You can log in to your account and purchase items from the HASSRA on-line shop.

How do I log in if I’ve forgotten my password?

On the Login page, click ‘Forgot Your Password’. Enter your e-mail address and click ‘Submit’. You will then receive an automatic e-mail containing a new password. Note - You may need to check your junk mail for this message.

How do I reset my online shop password?

If you know your current password: log in to your account and go to your account profile. Click on 'Change Password' and a box will appear. Enter your new password in this box and click on 'Update Profile' to save the change.

If you cannot remember your current password: click ‘Forgot Your Password’. Enter your e-mail address and click ‘Submit’. You will then receive an automatic e-mail containing a new password. Note - You may need to check your junk mail for this message.

Why can’t I reset my password?

Make sure you have typed in the correct email address. If you still have problems resetting your password please contact us and we will manually reset your password.

My email address has changed. How do I update my account details?

Log in to your account with your old email address. Go to your account profile. Overtype the existing email address with your new email address and click on 'Update Profile'. An automatic email will be sent to the inbox of your new email address containing a link to confirm the change. Note - You may need to check your junk mail for this message. Click on the link to confirm the change.

I am trying to log into the online shop and keep getting an error message.

We strongly recommend using a personal device and not a departmental PC for optimum performance.­ Ensure you are using the correct email and password. If you still have problems logging in please contact us.

I recently left DWP but have remained a National Associate member.

I have been sent a new membership number, do I need to create a new online account or can my new membership number be added to the information you already hold?

We can manually update your HASSRA Online Shop account. Please contact the appropriate Customer Service Centre.

Why can’t I see the ticket prices on the screen?

We are not permitted to display the ticket prices openly on the internet due to commercial reasons. Current prices will only be displayed after you have registered and logged in to your account.

How many tickets can I purchase?

For cinema ticket purchases, members are restricted to one order per month with a maximum of ten tickets per order. For all other theme park and attraction tickets, there are no restrictions on the quantity of tickets you can order as long as it is deemed acceptable for personal usage. Please note that restrictions are subject to change for special offers and promotions.

Why is there a restriction on the amount of cinema tickets I can purchase?

Discounted cinema tickets are funded using HASSRA members’ money. We aim to offer tickets at good value for our members, while maintaining af­for­dabi­lity for the Association. Therefore tickets are limited to reasonable personal usage.

How do I pay for my tickets?

All payments must be made by Credit or Debit card. When you go to the Checkout you will be directed to a secure web page where you input your card details. Payment will then be taken auto­mati­cal­ly from your account by bank transfer. An on-screen message will advise you of your order number and you will also receive an order confirmation by e-mail.

The payment page expires before I receive an order confir­mati­on.

Departmental firewalls may block certain types of payment cards. We recommend that customers use non-de­par­tmental computers to place orders.

I have received an on-screen message to say my order has been successful but I have not received confirmation by e-mail.

Check your junk mail. Your e-mail settings may need to be changed to allow e-mails from us.

I am concerned about transmitting my card details over the internet. Is it safe?

Yes. Transfer of data uses the latest encryption technology compliant with all internet shopping and banking industry security standards.

How will I receive my tickets?

Your tickets will be posted to the address on your account by Royal Mail 2nd class post.

How much do I pay for Postage & Packaging?

Nothing! All postage is free.

How long will it take for my tickets to arrive?

We aim to post your tickets out as soon as possible, but no later than 6 working days from the date of your order. You will receive an e-mail confirmation when your tickets have been shipped. Please allow a further 2-3 days for Royal Mail delivery.

My cinema/theme park ticket has expired, can you send me a replacement?

All tickets are non-refundable and customers are responsible for ensuring they are used prior to expiry. See Terms and Conditions for more information.

Why do you not sell tickets for Alton Towers?

Discounted tickets for some attractions like Alton Towers, Legoland and Longleat are not available from our on-line shop, but can be purchased directly from the attraction using a special promotional code. You can find full details of all our special offers and discounts on our Offers and discounts page. From the Home page, scroll down the page and click the purple 'Offers & discounts' box on the right-hand side of the screen. If you are not already logged in to your account you will be prompted to log in.

How do I find Offers and Discount Codes?

From the Home page, scroll down the page and click the purple 'Offers & discounts' box on the right-hand side of the screen. If you are not already logged in to your account you will be prompted to log in before the details are shown. Once logged in, simply scroll down the Offers page until you find the offer/­discount you are looking for. Then click on the name of the offer/­discount to see more details.

I would like to order tickets for Chester Zoo, Blackpool Zoo and Blackpool Pleasure Beach so that my partner and children to go in school holidays. Do I also need to go?

The tickets will not have your name on them, they can be gifted and you are not required to be present.

I noticed the corporate prices for the Merlin Annual Pass are actually higher than Merlin are charging as they currently have a sale on. Will the HASSRA corporate price be reduced?

Our Corporate prices give discount admission at any date/time thoroughout the season, whereas a sale may be a limited offer for a limited period. We would always encourage members to take advantage of the best offer, irrespective of how they get them as we can’t always promise to match the best offers.

The admission price at my local cinema is currently cheaper than buying my tickets from HASSRA. Why is this?

We do not promise that all products we sell provide the best value discount available at all times. HASSRA has no control over the prices set by the various cinema chains who may have a special offer for a limited period. Con­se­qu­en­tly, admission prices may at times be cheaper via other routes and other promotional offers. However, in the vast majority of cases our tickets offer substantial savings over normal walk-up admission prices.

Who do I contact to raise a query about an order that I’ve submitted?

Please allow 6 working days fro m the date of your order before contacting us. The fewer queries we receive – the faster we can process your order. If, after waiting 6 working days, you still have not received your dispatch confirmation email please contact the appropriate Customer Service Centre:-

For members in the following regions: Scotland, North East, Yorkshire and the Humber, Fylde, South East, East of England:-

E-Mail :HASSRA­NOR­THE­AST.­FINANCETEAM@­DWP.­GSI.­GOV.­UK

Tel: 0191 2283038

For members in North West, East Midlands, West Midlands, Wales, South West, London:-

E-Mail: HASSRA.­FI­NAN­CE­DER­BY@­DWP.­GSI.­GOV.­UK

Tel: 01332 228516

Where can I find out more information?

If you want to know more, please contact your Regional HASSRA office.