Some passengers have hundreds of pounds left in their pockets because their new passports did not arrive before their departure date. The Passport Office currently advises travelers to leave up to 10 weeks to process applications, while the average processing time was three weeks before the pandemic. Meanwhile, service failures with the official government courier, TNT, mean that some applicants wait weeks for delivery after their passport is issued. Disappointed holidaymakers complained about a system crashing with non-contact customer service, processing errors, and a lack of high-cost express service appointments. Linda Hill had to cancel her holiday in France with her recently grieving father, as the replacement of her damaged passport did not arrive in time. He had paid 2 142 for the fast-track service which requires applicants to submit their documents during a face-to-face appointment and promises delivery within a week. “There were no appointments available anywhere near, so I had to make a six-hour return trip from Sussex to Peterborough,” he said. Both the Passport Office and TNT told Hill that the passport would be delivered on the eighth day, but he did not show up. “The fiasco cost me 500 500 due to the missed holiday, but worse was the huge stress on my family because the trip was to console my father after my mother’s death last month,” he said. Others claim that their applications were delayed or even terminated because the Passport Office failed to register the documents. A mother told the Guardian she had sent her daughter’s old passport signed for delivery in January. Royal Mail tracking showed that it had been delivered, but its online account still shows that the old passport is required. “I have called the helpline more than 15 times and submitted many web forms with tracking details that indicate we have sent it,” he said. “Weeks went by without an answer and now we have been informed that the application will be withdrawn this month and we will lose the των 80.50 fee if they do not receive the old passport they had since January.” The Passport Office reported an increase in passport applications following the lifting of travel restrictions for Covid, with many families planning vacations abroad for the first time in two years. An HMPO spokesman said: “As a result of Covid-19, more than 5 million people have been delayed from applying for a British passport throughout 2020 and 2021. Our published instructions make it clear that people will have to allow it up to 10 weeks to get their passport. “In times of greater traffic, call waiting times will be longer. However, we continue to work with our supplier to further recruit and support the effort to return response times closer to normal levels. “ He said booking appointments were available up to three weeks in advance and that those who are late after paying for a fast service will have to apply for a refund. Some applicants reported waiting up to three months after the document was issued, as TNT struggled to meet demand. The American company, part of FedEx, signed a three-year contract of 77 million pounds with the Ministry of Interior for the delivery of official travel documents in 2019 and since then it has been criticized for lost deliveries, poor communication and long delays. He blames rising demand after the pandemic for service shortages A TNT spokesperson said: “We have taken a number of steps to restore service levels in the HM Passport Office network – including operational resources, additional team support and additional customer support resources – and are currently operating within the service level requirements agreed upon with the Home Office. “We apologize to any customer who has encountered a delay in the delivery of their passport and we will continue to work with HMPO to resolve individual cases.” Most standard travel insurances do not pay for trips canceled due to passport problems. However, those who missed their vacation due to delays can refer their case to the Financial Services Ombudsman, who may require the insurer to pay if the client can prove that he or she has taken reasonable steps to secure his or her passport in a timely manner.
