Hi all
Don’t know if this is any use to people but May offer hope to those unable to rearrange holidays or willing to take the risk!!
Lost passport application on 3rd May
Date of travel 20th May
Emailed the upgrade team in liverpool on 11th May – closest office
Received an automated response
Phoned progress team direct (not customer services) on 13th (45 minute on hold) they added the lost passport reference to the comments and told me it had been sent to Peterborough office
Emailed Peterborough upgrade office on 13th May. Sent screen shot of travel confirmation and date of travel in the subject line. Automated response
16th May – email from Peterborough wanting evidence of travel date attached within 24 hours – emailed the travel confirmation document to them 10 minutes later
No response
17th May emailed upgrade team asking for response – no response
17th May – rearranged our holiday to July at a cost of £500 and 1.5 hours on hold – it was the last day we could make any changes and would have lost the whole holiday otherwise.
18th May – phone call – passport has been processed and is in Newport ( 4 hours away) for collection !!!! Spoke to a lovely lady who waved the charge and arranged for it to be posted to us instead since we had rearranged our travel date.
So the upgrade service in the end came through for us and if I hadn’t have caved and rearranged the travel date I’d be heading off to Tenerife on Friday!!!
Make sure you attach you confirmation of travel document don’t just screenshot it they won’t accept it.
Good luck all
Helen (delayed traveller! Emotionally exhausted)