Hi all,
I have just been on the phone to the Customer Service Management Team.
Apparently due to the big backlog in passports and it starting to hit the news (a few news articles today) they have realsed a new upgrade path for applications today!
If you can prove you are traveling within two weeks you are able to pay to upgrade. We got told to email a specific new upgrade team email adress stating various things and get contacted to pay and get fast tracked.
Personally we do not travel in two weeks time but I thought I would share with this fourm. Also you seem to get told 101 different things, so would be useful to know if anyone else also got told this!
The person on the phone said no doubt there will be teething problems and is not free.
If you are traveling within two weeks or about to, I would call up and ask about this serivce.
If you have any sucess please do let me know!
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New Passport Upgrade Service!
Travelingsoon12 · 6 Apr 2022, 15:40
Replies (1652)
We fly on the 19th and haven’t heard a thing yet, I’m getting really worried!!
Applied for a passport 2nd April flying tomorrow 14th May. Emailed fast track 2/3 weeks ago and heard no word until this morning when they got back to me stating my passport will be ready for collection this afternoon
Flying 16th may still had no calls from upgrade team. Sent email to upgrade team to Durham on 6th where my passport currently is and also emailed Peterborough both replied back with automated email saying they noted my travel date. I again haven’t heard anything so emailed both offices again and only got a response back from automated from Peterborough.
@amber I just rang the number you gave and apparently they don’t send off for the upgrade for us we do that ourselves via the email. He was helpful though and said there is a note on my account stating I am waiting for call from upgrade team and my date of flight. I fly next Sunday and he said it will prob be about Wednesday they will contact me. He also put a note of my nearest office so I could collect from that rather than the one it is currently at
I've emailed all offices and I've just received an email from the Durham office to acknowledge my request for an upgrade- not the automated email but one addressed to me.
They said that they are prioritising applications in order of flight date, but I need my visa before I fly. They said not to send any more emails or calls as it may delay my application but I'm not sure they realise that I need my visa despite writing this a few times in my email.
How long should I expect to wait if I fly 29th May but need to apply for a visa 23rd latest?
Are the Durham office quick to process?
And once approved and printed would i have to pick up from Durham? I'm located in London
Ahh it’s crazy how each person states something different 🤦♀️ They definitely do send off for upgrades as I had an email while I was on the phone to them from noreply@postroom.com, that email was completely different to automated emails I had back from DurhamUpgradeTeam@hmpo.gov.uk, maybe wait till next week and give it another go if you still don’t hear anything. I don’t see why they don’t all have the same guidelines, would make it much easier for people. The amount of differnt things I’ve been told by other call handlers is crazy, good luck and keep pushing them, I really gave up all hope of it working but it worked in the end, don’t loose hope 🙌
Yes it’s so frustrating I wish it was just the same for all. I will wait till next week and if nothing then I will call them again. Thank you
Does anybody know if Liverpool Upgrade team reply to the emails? I have sent 2 and haven't had a response acknowledging them. Should I sit tight and wait or should I call again? Fly on the 18th.
Hi guys got my passport this morning. Put a upgrade request in 14 days before departure. Sent it to the wrong office due to the wrong details being given over the phone, waited a few days heard nothing rang them up then they told me that. Put the request bk in to the right place give it another few days still heard nothing. Once again I repeated the process for the third time. Still nothing. Rng almost every day no joy. Turned up at the office waited patiently to speak to someone with an appointment she said she would look into it for me,got phone calm same day to say passport was getting printed. 2 days later passport through the door. Stress is over. Just stay positive and keep at it and you will get it
Had literally same situation as you I had wrote a post about it I sent multiple emails asking for an upgrade and nothing ended up going to the office itself and waited had the passport sorted the same day and was allowed to pick up 3 days later.
Hi Guys me again. Apologies for the spam. My application has just been approved!! I haven't had a call yet though? Will they send my passport without calling me about the upgrade? Fly in 5 days and scared it won't be here in time.
I just rang for an update, they said that I have to just wait to see if the upgrade team pick my email up. She said all it says on there system is that on the 9.5.22 it was being processed. She told me not to email upgrade team again or ring as I would clogging up the system. She said they will try to sort it out. We travelling on the 25th May. I think I will chase it up mid next week now. Not much I can do.
Losing hope. I fly out on Sunday and put in for an upgrade after incorrectly being told my application was in London 5th May. I was told it was with Durham yesterday, so I sent another email which was acknowledged but still nothing. After 2 hours on the phone the so called emergency team said I had to sit tight but it’s unlikely I’m flying out because of the incorrect office fiasco. I am stressed to no end as I’ve called almost everyday. Different advice every time and no clear process. Tomorrow is a weekend and I’m unsure as to whether I am deluding myself about getting called back. When those of you got a call back, what number was it from please?
@Frostborne did you have an appointment or did you just turn up at passport office. Which office did you go to?
Great for those who have had them👏🏽
PBC19 can’t you drive to Durham to try to resolve it. Also when did you apply for passport?
I’m based in London so can’t make the 5hr drive up to Durham with my infant daughter I’m afraid. Wish I’d been told the right office in the first place. So frustrating.
Sue to fly Monday been on phone to processing team who said I should receive call from upgrade team today, half hour later went on line to track application and states it’s currently being processed but o too am losing hope
It’s so disheartening as there seems to be no consistency. It’s maddening that relatively straightforward online applications are taking so long and they are being batted around to different offices miles from where people live. Praying all those waiting for imminent travel get their passports in time. I am exhausted and my anxiety is through the roof.
Hi,
I finally spoke to someone today after a couple of weeks of not being able to get through. I was informed upgrade isn't available for first passport applications, does anyone know if this is true. They also told me processing is from when it say processing on the tracking. They had the passport for 6 weeks before it went to this stage so I can't understand this.
Thanks
I forgot to say we are due to fly in just over a week. So a little stressed out!
@jheh150 is this your first ever passport, my daughters in first adult but she did have a child passport. No one has told me she can’t use the upgrade
No it is a first child for my son
Oh I’m not sure then, ring and ask few different members of the department as everyone states different rules
JUST GOT THE CALL upgrade team took payment and will call later to arrange collection ready for flight Monday 🤯🤯🤯
Hello Claloub
I fly on 17th so hopefully won’t be much longer for me to get my call. Can I ask which office your upgrade is being dealt with? As mine is with Durham
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