The director of the British Museum has issued an apology regarding the disorganized experience faced by some attendees of the highly anticipated Bayeux Tapestry exhibition. Nicholas Cullinan acknowledged the frustrations caused by overcrowding and lengthy waits, confirming that the institution is implementing immediate changes to how the historic artifact is viewed.
Speaking to the BBC, Cullinan stated, “Anyone that doesn’t have a good experience, we’re really sorry about that and we want to put it right.” The proposed adjustments include extended operating hours, the introduction of an audio guide, additional seating areas, and improved signage to help manage crowd flow more effectively.
The complaints follow reports of visitors enduring queues lasting up to two hours. Last week, hundreds of ticket holders were reportedly denied entry due to backlogs after the museum closed early to accommodate a private event. While the museum is reimbursing those turned away, Cullinan noted that compensation for travel costs remains a possibility, though he highlighted the significant expense involved in mounting such a major exhibition.
Addressing criticisms that the museum oversold tickets, Cullinan denied this was the case. Instead, he attributed the bottlenecks to the fact that visitors are spending more time with the artwork than the allotted 40-minute slots allow. “The problem isn’t just the interest, it’s that people want to spend more time than anticipated. And that’s a good thing,” he explained.
The museum also consulted with the Bayeux museum in France regarding queue management strategies. Cullinan emphasized that the vast majority of guests are reporting positive experiences, pointing out that the exhibition is set to welcome its 100,000th visitor next week, just three weeks into its run.
Some accessibility concerns have also been raised, particularly for wheelchair users, due to the requirement that the 70-meter embroidery be displayed flat. Cullinan defended the arrangements, stating that the museum did “everything they could” given these constraints.
Demand for the exhibition has been record-breaking since tickets went on sale in July, with 100,000 tickets sold on the first day. Adult tickets are priced at £33 during peak times and £27 off-peak, significantly higher than the €12 fee in Normandy. Children under 16 enter for free. Further ticket releases are scheduled for October and January for those who missed the initial sale.
The Bayeux Tapestry, an embroidery depicting the Norman conquest of England and the Battle of Hastings in 1066, is on loan from the French government. It marks the first time the artifact has been displayed in the UK since its creation over 900 years ago. The exhibition will remain open until July 2027.
The fact that people want to spend more time with the art is wonderful, but the museum needs better flow management.
Two-hour queues are unacceptable for a £33 ticket. The audio guide idea is a bit laughable given the crowding issues.