New Passport Upgrade Service!

less than 48hrs until we fly and still no phone call. I've been on the phone all day trying to resolve and been told to wait for an urgent call back within 48-72hrs by which case we would have missed our flight. I put in the upgrade request for my Sons passport on the 7th may and following the progressing teams advise resent a further 2 times and still nothing. This is a replacement for a damaged passport as the courier delivered his first passport late and I was on the school run, as the courier posted it our lovely lab retrieved it the other side and has ripped open the envelop and pulled a page from the passport. we were told to keep hold of all documents and the upgrade team would sort it all on the day. Those who went to the passport office which have you found helpful, our nearest is London but are prepared to go anywhere as we are staying in a hotel tomorrow night so need it in hand tomorrow!! any advise welcomed, our poor daughter is in bits as her first holiday might not be going ahead.

Finally got through to customer services and got cut off 😭

@gemjamjar So stressful isn’t it, I believe people have had success if it’s within 48 hrs of travel date. Peterborough have been helpful for others it seems!

Been at the London passport office for two days from 7:30am to 4:30pm. Had to cancel my flight - moved to Wednesday next week so that I can keep chasing it (passport office works in order of priority so don’t bother going if you aren’t travelling within 48 hours)

I’m at my wits end - I lost my passport and have a holiday booked due to fly in 16 days - I’ve been calling and calling these past few weeks as it’s been stuck on application in process for nearly 4 weeks - I’ve asked do you need the cancellation reference to multiple advisors who all said no … untill I finally spoke to someone today who said they would need it and if nothings done in the next two days to call on Sunday to upgrade - i have the worst anxiety and I feel like km going to have a breakdown if this isn’t successful- does anyone have the contact email for the upgrade team in Newport - that’s where my application is. Thank you …x

Lorraine I attached the travel voucher pdf and hotel summary voucher pdf had from jet 2. They had the date of travel and flight numbers etc on them with the official booking reference etc on it. Good luck x x

Paige I don’t know for sure but given how the other area teams emails are Newports upgrade email will be : Newportupgradeteam@hmpo.gov.uk You will get an automated email response so you’ll know it’s the right one. I believe they are dealing with people who have a travel date within 14 days. Put your date of travel in the subject line and make sure you attach a document with proof of travel date. A screenshot of travel details will not be accepted. Put your PEX reference in the body of the text and again state when you travel and when you need it. Where you can pick it up from etc etc and contact number. They are processing requests by date of travel and seem to be getting to people 48 hours before flying. I didn’t wait to be told to email them I just did it myself Good luck

Ok thank you so much I will try that , did you wait untill it was the 14 days ? And have you had any response ? When do you travel ? I’m freaking out and panicking, I never thought it would come to this I could cry. Thank you for replying x

Here’s the latest on mine. Having applied at the beginning of March for both my child’s passports online i sent there old passports next day delivery. The online tracker updated with 'documents received' 7 days after. I then had an email around a week after this asking me to call to discuss my daughters application. I called and there were no notes to say why i needed to call, they took my details and said someone would call me within 48 hours. Surprise, no call. I then called back and they still could not confirm why i needed to speak to someone. I explained the situation with the application and they suggested i send in the birth certificate for her. Knowing this would be requested on my sons i also sent his (they have never at one point asked for it during the whole process, even though they do need it) I also was advised to send my marriage certificate on my daughters application with a covering letter so they could link it to my sons as it would be needed on his as well. My daughters passport came back at the end of April - brilliant service. They also sent back the marriage certificate. From the point i needed to send the extra documents i have been chasing twice a week as i could just see there would be an issue linking the marriage certificate to my sons. I was assured on every phone that this has been noted, requested and would be done. As we approached the 2 week deadline, i was advised to send to Peterborough an upgrade request when it hit 2 weeks, I was then told i could send it to London. i called again and they said it could not be sent to London it had to be Peterborough. So on Saturday i sent to Peterborough, no automated email reply so i was not sure if they had the email. I called on Monday and was advised they don’t have access to see if they got the email and that i should send to london ! the lady sent it from her end and asked me to do the same. I then got an automated reply and the next day another email address to me to say it was noted – seems im getting somewhere! . As i did not receive the call within 48hrs from either the Peterborough or london i called today and spoke to management team. They advised it should never have gone to London even though processing sent it there! She advised to resend to Peterborough so i did that and this time got an automated email Whilst on the phone i thought i would touch on the linking of the marriage certificate . She advised it has not been done and it cant be done as my daughters application is now closed. I then had to dash home, get it and send it next day delivery to Peterborough. I have had this as home for 3 weeks home since it was returned to me. i asked on multiple occasions if i should send it and advised no. I now have pretty much given up hope as i can imagine it will just sit in a pile of post for weeks on end and they wont be able to do the upgrade because of it. If they can , she advised i will get a call a day or so before ! talk about last minute , its an absolute disgrace!

Paige I only found out about it when I had 7 days to go! But yes you have to be within 2 weeks of travel for them to consider it. I was due to travel tomorrow 20th. They contacted me on 16th asking for the document of travel to be attached - I had only given them a screen shot. I sent it to them within an hour. On the 17th I hadn’t heard back so I rearranged my holiday to 6 weeks time (this was the last date I could make any changes). On the 18th they rang to say the passport was ready and could be picked up!!! Gutted!! But I just couldn’t risk loosing out on the holiday!! So they came through in the end for me!!

M Rob, I am pretty much in same situation as you, I needed wife application to be linked to my sons for marriage certificate, I’ve been told for 5 weeks now it will be linked up or it has been. Then on Monday it came back in post so i had to resend special delivery. It arrived Wednesday and like you I imagine if sitting in post for a while which will affect upgrade, I am within 14 days on Sunday so I will still try upgrade. One advisor told me i should still be able to upgrade as my sons as original document the birth certificate has been scanned and marriage is only needed to confirm mothers change of name. Keep us updated if manage any breakthrough

Our upgrade is also able on Sunday being 14 days before travel … although I’ve just remembered that that is also the jubilee bank holiday weekend and I’m praying it doesn’t affect it ! I could cry , I will keep posted 🤞🏻🤞🏻Fingers crossed for a miracle

Paige, I’m in exactly the same situation, flying 5th June and waiting for documents to be scanned. Don’t know how the jubilee weekend will impact it, so emailed Upgrade team today, will do it again on Monday.

Hi Matt, Are you travelling on the 28th? (Can’t believe you left applying so late!!) My daughters application is also with the Liverpool office and has been For 2.5 months!! What communications did you have from the Liverpool upgrade team? I got an email yesterday to say they have received my request (progress team also sent a request) they had noted my date of travel was the 28th and were working through in date of travel order- if you are on the 28th this gives me cause for hope!! But did you receive any other emails before your passport showed up? If this upgrade team works it will be the only part of HMPO which is at the moment , the whole service is shambolic.

we’ve been waiting since 12th March, processing since 13th April and many calls to be lied to, emails, complaint forms and MP involved, finally got a call from them yesterday (not upgrade as 3 weeks away still) been approved, there was a system clitch with photo and put it sideways their end! It could have been MP or the multiple complaint forms and survey i done yesterday morning for my partner putting all comments in caps, saying “shambolic, diabolical and liars” lol 🙏🏼

M Robb Suggest email your MP, mine helped me also webchat. Seem to get more sense out if them. Good luck

We fly Monday My child’s first passport was stuck in documents received from 23rd March for 8 weeks! Wrote to my local MP on Monday 16th May, passport approved Wednesday, passport printed Thursday and I am now praying for a passport delivery notification. Does anyone have any knowledge of delivery times after passport printed in situations like this (the Passport Office are moving their butts after MP intervention). I’ve read some threads where people are lucky and receive their passport a day after printing. Do the couriers work Saturdays? We have the option to change holiday details with BA today latest - if I only knew passport was in post I would leave the holiday as is. Please advise. Many thanks

Hi Nicholad I recently applied for 3 passports, mine and my step sons were printed and I received them 2 days later. Just a nervous wait for the 3rd passport that is stuck in “processing”. Hope yours comes soon

Thank you SWM1982 - was that 2 working days? If mine was printed Thursday could there be a chance of receiving Saturday? Clutching at straws here :) Did you receive a tracking notification from your couriers? Thanks again

Hello, We are due to fly Monday and still waiting or a call from the upgrade team! We only just received an auto reply after sending numerous emails! Has anyone received calls on the weekend? I'm hoping today isn't our last hope!!! I know other people have upgraded who are due to fly Monday and have already had call from upgrade team and received their passport!

Hi Nicholad, Yeah working days, 1 was printed on 16th May got it 18th, the other was printed on 17th May and got it yesterday the 19th. On the first occasion the passport arrived about an hour before the tracking text.. the 2nd passport arrived at about the same time the text arrived. So yeah.. you’ll get a text from TNT On the day, at about 8am(ish)

Thank you again SWM1982. Just to clarify, if passport was coming today I would have had a tnt text this morning? I haven’t had one. Now I am wondering if it may be delivered tomorrow as there operating hours are to midday (I’ll be taking a huge gamble). Can I ask about what time were the passports delivered please? If the passport doesn’t arrive until Monday I wonder what time it could potentially arrive? Many thanks

Hello everyone, This morning I received a call from passport office (Durham) after sending emails to upgrade team since 12/05 as I’m due to travel next week Friday 27th Today finally has been sorted and I will be collecting passports tomorrow midday ( I applied for two children renewals on the 07/04/22) All I can say is don’t lose hope everyone

That's great. I travel same day as you so I am hopeful I will get a call or email today or Monday.

I travel Wednesday 25th. Been with Peterborough upgrade team since 12/05 still no call. Anyone on here with that team and received a call with accepted upgrade in last few days?