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
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Thanks so much! x Just spoke to someone on the phone and they said you can't upgrade if you've lost your passport (which I have!) but I'm not sure she knew what she was talking about! Anyone else heard the same? x
Thanks guys!
Oh no! Don’t say that. I am in the same boat. Currently at 7 weeks waiting for a replacement of a lost passport and I have been pinning all my hopes on getting it fast tracked. Please update us if you find out any more.
We never got a lost passport reference number which is also stressing me out
That's such BS. I've lost my passport and need it ASAP and been told over the phone to request an upgrade.
Rubbish isn't it! I was calling prospectively/theoretically if you see what I mean as I haven't put in for an upgrade yet, so you might get better info conatcting the upgrade team directly! Let me know if you hear anything! :)
I've just been told on webchat that it's not looking good for me.... devestated.... how do I break this to my children and the rest of the group I'm travelling with 😭
And they were quite rude saying 'look I've told u what I can thanks for using webchat'
you can definitely fast track regardless of your situation! The helpline staff are clearly recruited to screen calls and put people forward for call backs. It's not helpful but what I know for sure is that you are eligible to fast track as long as you are within 14 days of your departure date. I don't believe we have the option of the same day service (premium) but we definitely do for the fast track.
I think this entire forum has more knowledge than the helpline. Good luck, all!
They said it's because my extra supporting docs are still in the post room.... 9 days after they signed for them! Currently on hold to speak to someone 😞
@Leesa160 - Oh no, I really hope you get some positive news. Do keep us posted. I am thinking of you and your family and hope you can travel in time.
Me too....my 10 yr old is off sick today so he's here and we're both in bits 😭
Can any one advise please
Still waiting for a call back from Monday
They called on Wednesday and cut me off
They haven’t called back since
Ive requested another call back
Travelling on 26th may
For anyone still holding onto hope. Durham office have been amazing. Upgrade requested 9th may. Call from proceeds team Sunday to advise to wait for the call. Absolutely panicking this week been to Durham office every day to be told to wait for the call, turned up again today spoke to a lovely women within 1/2 hours Liverpool office on the phone passport approved and 1 hour later printer. Now ready to collect at durhsm
Should I wait or keep calling or visit a passport office
Durham office have just called to take payment for my upgrade and I can pick it up from London tomorrowat 2pm. Never thought this would happen, but I don't have my passport in my hands yet so hopefully payment goes through and I can go and see my poorly dad in Uganda next week.
Hi Leesa
Just reading through previous comments
Seems like they can obtain documents from the post room in an emergency
Are close to your travel date?
Have you upgraded?
Keep faith everyone. We travel on Sunday (22nd) and had 3 x passports in for upgrade. Applied over 10 weeks ago but we are going to collect our passports tomorrow. Different people told me different things. One woman told me there was no chance in getting my sons before we go. But perseverance and not listening to progress team worked. I also contacted our local MP who chased passport office on our behalf so I’m not sure if that had any influence on it. But there is still that chance if you keep calling every day. Good luck everyone!
That’s great news AnnaK
Very happy for you
Leesa160, that’s not good news! My marriage certificate was sent back by mistake on Monday and they had previously had it for 6-7 weeks. I’ve had to send it back and it arrived Wednesday morning. I travel in 17 days so hope documents won’t take long to scan but seeing yours still not being done after 9 days is worrying
When do you travel
I had problems with my sons documents. They were scanned to the wrong application and then sent back to me.
I had to call everyday. Progress team cannot link the documents. But customer care management team can email head office and expedite the progress and get them to link / scan documents. And if after 48 hours of them contacting the head office they can chase again.
Keep onto customer care management team. They can actually do something where as progress can only put notes on the files.
jillybean1980 Can you just turn up a ask for answers, I am reluctant to visit the office to be turned away. But
I have missed a call from them and they are now saying they will get someone to call me back within 3-5 which is pointless to me.
@Garbet44 currently on hold to speak to someone!
@sai22 I'm due to fly Wed 19:55 from Stanstead, the documents need to be scanned onto the system before the upgrade request can go through :(
I'm going to ask to speak to the customer service management team and try to find out what date mail they are currently opening.
I find it totally unacceptable that mail can sit in a post room unopened for over a week, keeping everyone in limbo!! :(
I travel Sunday 5th June at 7am, I was told to write a note along with marriage certificate I posted back explaining what had happened and the need for it to be scanned early. But if it just gets shoved in a post room then they won’t read note until open letter I guess. I phoned this morning aswell and they took my tracking number and forward it to office to try a speed up need for document to be scanned, said other that than all I can do is wait
How do you get through to Customer Care management? I’m waiting for old passport to be scanned and they’ve had it for over a week. Need to upgrade next week.
Leesa160, let me know how you get on please?
I’m in very similar situation just about 10 days further away
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