[123456]

hi,

adult renewal, applied 20th July, would have received it on the 30th if TNT weren’t such a massive waste of space, therefore 10 days I have submitted as my start to finish time.

In reality, TNT didn’t send it out on the scheduled date and I got differing “reasons” as to why this happened

– technical issues so the tracking isn’t updated as having left the depot but it will “definitely” be delivered today if it’s booked in (it wasn’t)

– the driver reached his “maximum 8 legal hours” of driving time so had to return to the depot – (simply not true)

– passport was never scanned as having left the depot on the specified date

– my passport has been noted as being a “priority” as wasn’t delivered on the specified date (a further phone call to TNT customer services and the person said no notes on my tracking)

– TNT can’t offer any specific time slot like other delivery companies as the government delivers a lot of sensitive documents and it would be a security risk apparently to know when my own passport may be delivered to my address

– if I want to make a complaint about booking a day off work to specifically wait all day for a passport that doesn’t arrive I have to complain to the government- not TNT – (again lies, TNT providing the abysmal service)

– even though on the TNT passport support section of their website it says you can choose to collect it from a post office instead, you can’t. only option is to choose and stay in on a specific day 8am-8pm.

My passport came from the Barking, London depot.

Also if you select a Saturday date for re-delivery – it will accept and confirm your selection but if you then go back to the tracking you will see it is booked for the following Monday – a work colleague has had this exact issue having booked this Saturday off to wait in all day for a passport that will not be coming.

Overall crap service from TNT. Whereas the passport renewal service was very quick and efficient despite recent media reports.

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