Brentmeister2k I also called the progress team 0300 105 0850 to ask them to put the lost passport reference number on the comments. I also added it in the email I sent to the upgrade team.
We had a travel date on 20th – my first contact via email from upgrade team (Peterborough) was on Monday 16th. If I had attached the travel document rather than screenshot it I would have had the passport processed that day. I sent the info required on the 16th. Next heard from them on 18th via telephone to say it had been processed and was ready to collect (4 hours away!). The lady said she had been allocated our upgrade that morning (18th).