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Sam, my mum was a similar situation our nearest office is Glasgow and she had been told to email the Belfast upgrades team (she done this twice as was told to do it again on a call) and never received any replies, we are due to fly Saturday so she was going to go to Glasgow today and just wait then Tuesday night around 7 she got a call telling her to come to Glasgow today to collect her passport. The fact the upgrade team don’t acknowledge things in any way made us think nothing was happening, mum called the customer line daily. Fingers crossed you get somewhere with them but if not I’d go to your local office 48 hours before
My mum lost her passport and applied for a new one 3 months ago and still hasnt received it, every time she calls she gets told different information. We are due to fly Saturday and when she called today she has been told to email the Belfast upgrade team, we have already emailed them twice in the last 2 weeks with proof of our travel dates. The customer service team are no help, does anyone have any other advice/phone numbers we could try, she has also emailed all the upgrade teams and hasnt received any reply. So desperate to get this sorted for her as she has worked so much overtime to be able to take us on holiday and now shes the only one currently not able to go
