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And I would also like to add that I actually found their customer service very good. The system may be breaking but the staff were always as helpful as I felt they could be, the phone was always answered quickly (under 5 minutes) and I got call backs when they said I would.
Eurostar on the other hand I’m still waiting for a response after 4 weeks and numerous submissions on their contact form and tweets (no phone contact possible).
Well I am in shock! I called Monday morning to expedite my application (as that was the earliest I was able to do when it had been in the system 6 weeks). Emailed my evidence in that morning and got a call at midday today to arrange collection of my passport from the passport office tomorrow! Obvs not in my hand yet but the light is at the end of the tunnel!
I would recommend to anyone that when you send your evidence in to include that you would be able to collect from whichever office is nearest to you if you want to avoid extra stress of possible postage delays.I spoke to someone again today and she confirmed that it can’t be escalated until it has been on the system for 6 weeks so I can ring Monday and try but I cannot see how it would have any chance of getting to me. She said it would need to be upgraded and completed Monday and I would be behind cases of medical emergencies etc which get high priority. Also have to pay £100+ upgrade fee!
TBH I would happily move the dates of my trip but Eurostar have adopted a policy of ignoring all customer contact so I have no means of finding out if they will do that.
Good luck and would be interested to know if a visit produces anything.
