New Passport Upgrade Service!

@vikkilee22 - I requested a call back on Monday, I just got a phone call back now. I’m flying tomorrow and currently sitting outside the passport office in London. Hopefully collecting today.

0300 105 0850 That’s the number I used hours on hold unless you call first thing in the morn! Think it’s the customer service management a bit more helpful that the normal line but still no one gives any real answers!

Have faith, after being stressed all week, I put an upgrade request in 9 days before travel, this was then picked up yesterday, lady phoned me, asked me to supply card details for payment, an hour later another call to say it was printed and ready for collection, collected from Newport this morning :) fly tomorrow at 6am! I didn’t bother calling I just let the email do it’s thing and true to word they called me within 48 hours of flight. First child passport. Timeline below; Passport printed 2:44pm on 17 May 2022 Application approved 1:12pm on 17 May 2022 Application being processed 10:36am on 17 May 2022 Documents received 8:42am on 29 April 2022 Application received 1:15pm on 19 April 2022 Identity details received 1:14pm on 19 April 2022 Email sent to person confirming your identity 12:18pm on 19 April 2022 Ask someone to confirm your identity 12:06pm on 19 April 2022 Application submitted 12:06pm on 19 April 2022

I’m still waiting for my old passport to be scanned in, can’t upgrade until then, I have 10 days till I fly. It’s all very stressful. I’ll give that number a try 1st thing tomorrow

Does anyone know that if you email Liverpool Upgrade then you HAVE to pick up from Liverpool? I’m closer to London but have been told to email a Liverpool upgrade team?! I’ll go anywhere but just curious?

XF our upgrade request went to Liverpool but I emailed Newport to see if I could get it from there, when they called they confirmed I could have it printed it at Newport. So I’d say once you get to that stage you can have it printed anywhere, just email the upgrade office of your preferred location (forwarding your original upgrade request) don’t spam them though as it screws the process. As long as you get the confirmation back you can be certain they have actioned it or put it in the folder for the days they are working too. I think the trick is not to phone/email to much as I think stuff gets confused and notes on the file start giving people headaches.

Thank you for the advice.

@vikkilee22 I’m in the same position, waiting for old passport to be scanned. Managed to get through to processing team this morning who advised it’s taking up to 10 days to register as received, after which I should call back for upgrade. At that point we’ll be just over a week until travel.

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)

Slight edit to my post above the lost passport application was actually on April 3rd not May as I had put above

Sorry to keep asking questions… has anyone been able to collect their passports from upgrade team on a Saturday or do they only work Mon-Fri? Thanks in advance.

Hi everyone, it’s been encouraging to read so many success stories but I’m still in full panic mode! Fly Sunday 22nd and get to receive my sons renewal. Requested upgrade on 11th, someone called me 2 days later and said it wasn’t done correctly and should have been London team so re-submitted. Never heard anything so called a couple times to be told that they are working within time limits but can’t guarantee it. My worry is that all the stories I have read seem to be people collecting a passport that’s been accepted and processed, whereas mine still requires one more document, my sons mothers marriage certificate. I only found out Monday, so I called and asked what to do and was told not to send it as it will get stuck in the system for 2-3 weeks and they might require me to take it to London. I am just worried that nobody else has mentioned taking documents to confirm stuff when collecting a passport from an office. Admittedly I’ve not read all 50 pages but probably almost half. Has anyone had the upgrade team complete their application by asking them to take documents to one of the main offices? If it does happen, I’ll just hope that the phone call comes in the next day or two, but if they can’t do it then I’ll be gutted as 5 of us all got passports but my son is the only one still waiting. I’ve done everything they’ve said and nobody has suggested it can’t be done and that one lady did tell me NOT to send the document so I’m hoping it will be ok?!? This is so stressful and I can’t look forward to flying out until I know we are all going.

I have literally just missed a call from them. They left a voicemail whilst I was in the phone. Will I need to call back or does anyone know if they will try me again?

I'd call them maybe? When's ur flight? X

Has anyone had a successful application from upgrade team without receiving that email back from noreply@postroom.com?

My flight is next Friday but I have been expecting a call back for a week now so I could really kick myself. I will try tomorrow.

Yes. Other than the email I got asking for more info, We didn’t get an email just a phone call which we missed they left a message with a number to call and said passport ready to pick up. We called and they answered quickly.

I also have been told a number of times that my wife's marriage certificate has been linked from my Daughters application to my sons (Daughters back around 3 weeks ago and they were applied for on same day) Im due to tavel on 28th may, requested upgrade and now waiting to hear but i can see this marriage certificate issue being a big problem and that will stop the upgrade.

Ian, I’m also only need my sons mothers marriage certificate to complete application. I rang 13th April first to link his mothers application as she had marriage certificate with her application, it was not done and again on 10th may I spoke to progress team and they said they had now linked the application for the document. On 16th may the marriage certificate from mothers application came back to us in post. I spoke yesterday and was told it had been sent back by mistake and to resend special delivery as we have only 2 half weeks until travel. I was also told on phone I am eligible for upgrade as his birth certificate has been scanned on system and only require marriage certificate to confirm mothers name change. Seems we are getting told different things! I hope now I have resent the marriage certificate which was signed for today that it can get scanned on time for me to be able to upgrade or go to office last min to collect the passport

Oh gosh, that’s a worry!! There is no document to link to my sons application sadly. I was happy to send the document via guaranteed next day delivery Monday but was told not to! I’m desperate for this phone call to happen just so I know where I stand, my son keeps asking if I’ve heard anything, I can’t bare to tell him he isn’t going :-(

If you have document in hand and can travel I would go to Peterborough office if it’s not too far, I’ve heard they are great at getting your passport on day especially if within 48 hours of flight. I’m now thinking should I pay £35 and get another marriage certificate urgently if I need to take one to passport office just in case it gets stuck in system like you said. Think I’ll call again see what more help I can achieve

Did you get any response from the upgrade team? I applied for an upgrade yesterday and am wondering how long it is taking. I got an acknowledgment email this evening.

I travel on 25/05 , my son's lost/replacement application was submitted to Peterborough upgrade team on 12/05, still waiting on call. After the 48hrs passed I called again and was told to send email stating it was second request for a call. Still no call. From reading this thread it seems that's yesterday they were calling those with gravel dates on 20/05 or 21/05 and turning those round in time so maybe I have a few more tense days to wait. Does anyone know if this is the case or does it vary depending on the office/upgrade team that your app is with or the type of passport application? I'm extremely anxious that because ours is a lost/replacement passport it will cause an issue. The passport is confirmed cancelled on 9/04 it was subsequently found and sent in on 12/05 as instructed.

I'm sure you will get call but could you make plans to travel to neRezt passport office 48 hours before just in case?

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