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@totalarthur, that’s totally absurd that they haven’t yet got it sorted for you! Have you requested to speak to management? I believe they can see more detail than the general advisors (they know nothing at all and make stuff up, they don’t appear to be able to get help from anyone senior whilst on a call, so they just make a guess!)
We were told they were processing the upgrades in flight departure order, so my husband got his call 36 hours before departure.
I never got my upgrade call.
That’s great @lauraeves! Enjoy your holiday! When do you go?
We got told by a customer services manager that our upgrade would get sorted yesterday, the upgrade team called but as soon as I answered they hung up. They haven’t tried me again and I have no way of getting hold of them.
I was on hold for 2.5 hours today waiting to speak to a customer services manager before getting cut off and my husband was waiting for 3.5 hours before he got cut off.
I don’t think we’ll be going anywhere! Any tips, anyone?
We need our passports latest by Wednesday 1st June!!
@lauraeves,mine’s below:
Application submitted 12.10pm 3rd May
Old passport received 12.03pm 13th May (although actually received as tracked 4th MayThen I’ve had nothing. Countless phone calls and misguidance since. Was told I could upgrade on 19th May but no-one has phoned me back and I can’t speak to to the upgrade team directly.
Pulling my hair out and down on my knees begging! My daughter is having nightmares about it too, bless her!
@vikkilee22 and @lauraeves, what were your timelines and did you have to chase them/upgrade or anything? I fly in 5 days and despite me chasing them and requesting an upgrade, I just don’t seem to be getting anywhere 😭
Thanks,
Finally got through to someone who was somewhat helpful today. Confirmed my old passport has been lost (even though I had text to say it had been received, it hadn’t been scanned in). They’ve put a request in to Peterborough to get it found, but he wasn’t confident that it would be resolved and issued in time for our holiday next week 😭
03/05/22 Online adult renewal applications submitted & old passports sent
Two days later asked how we could speed up our application. Told to book fast track.
Tried & failed to get appointment for days.
09/05/22 booked fast track. Called for advice regarding photos & documents to take. Then told we couldn’t go as this is a new application, not a fast track of existing passport.
10/05/22 Told we could go for upgrade but can’t book until 19/05/22
13/05/22 Passport office confirmed receipt of old passports
19/05/22 Told we’d get a call back from upgrade team within two days
21/05/22 No call. Rang again & told to due to a rule change on 20/05/22 that we can’t now upgrade! Rang again, spoke to someone else and told rule change wouldn’t apply to us. Told to wait until 24/05/22 for call back.
Due to fly in 9 days and cacking it!
This is cutting a long story short, whereby we have been continually mis-advised. I think this has muddled our application and is causing further delays.
24 phone calls, over 10 hours of call time! Several complaints raised but never any call backs.
How do you get to speak to management or the upgrade team?
Our child’s renewal was dealt with at corby, her new passport was received in 18 days. She can’t go on holiday if we can’t though.
