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Alright well here’s a fun conclusion for you.
It’s been 12 weeks since I made my application. One missed holiday last month when the upgrade team never responded, and another coming up on Thursday. The past two weeks have been constant attempts to get the upgrade, to no avail.
Today I’ve spent three hours queueing at the London office, just to be told my application is in Peterborough, and that they can only request a callback from them. I’ve then taken the train up to Peterborough, queued again there, was sat in a waiting room with a ticket for about an hour, full of similarly stressed looking people. Then my phone rings, and wouldn’t you just know it, it’s the upgrade team to tell me my passport is ready.
They ask me if I’d like it sent to London, I reply “funnily enough I’m in Peterborough, in fact I’m just downstairs”, and now I’m picking it up at 4. The lady at the desk tells me “see? The system does work!” and I swallow the urge to tell her about last month’s missed trip.
Been to the London office this morning as my flight is on Thursday. Got there at 7.45 and queued for 2 hours and 40 minutes. Most people in the queue also had no appointment and were in a similar boat.
I got to the front of the queue just to be told that my application is in Peterborough and they can’t do anything except ask the Peterborough office to give me a call back, and it’s not guaranteed.
This is 12 weeks since my application now, and with less than two days to my flight. And it’s still a “we’re sorry this has happened to you but we can’t help”.
I asked what would happen if they try at the Peterborough office and they just said “we don’t recommend it but we can’t stop you”, so I’m on my way there now.
It’s a full day of train journeys and queueing just to be told “wait for a call” again.
I called the progress team on Saturday on 0300 105 0850 and was on hold for an hour, but the guy on the line was able to be a bit more informative than the drones on the normal advice line who just read off a script. He acknowledged that my application has been over 10 weeks now with no update, so he said I shouldn’t have to pay for the upgrade, and they should prioritise it. However all he could do was notify the Peterborough office to respond to me within 24 hours.
Still haven’t heard from them yet today though, and my flight is on Thursday. I’m travelling up to the Peterborough office tomorrow to hope for the best if I hear nothing today.
I emailed the upgrade team last Thursday and have not even had a response confirming that they will upgrade me yet. Is this normal? In the past they used to say they would get back within 48 hours.
My flight is next Thursday. If I hear nothing by next week, should I just go to the passport office? Anyone had success this way with the London office?
Good luck with this lot.
I submitted my details with flight booking confirmation attached to the upgrade team on Wednesday 10th and was told I would hear back within 48 hours. I did hear back on Friday, but the message was that I had not provided evidence of my flight and I would not be upgraded.
Phoned the advice line straight afterwards to tell them the upgrade team had ignored my flight booking attachment, they told me they would ask the upgrade team to call me back within the next 24 hours. I waited until Monday (yesterday). No call. I phoned them again, told them the whole story, and the girl on the line told me very apologetically that she would have them call me within the next 4 hours. Guess what – no call.
I’ve phoned them today and they have told me, once again, that they are sorry and I should get a call back in the next 4 hours. Let’s be realistic, I’m not going to hear from them am I? My flight is on Friday. They are yet to even acknowledge that I sent them my flight confirmation six days ago.
