A horrible experience hoping for a passport, endlessly phoning and then getting nothing
SIR – Last September, we were looking forward to going to Greece with our friends after lockdown. My husband applied for a new passport in plenty of time and never contemplated it would not arrive.
After weeks and weeks, and about a fortnight before travelling, he rang the Passport Office. All apparently was fine, but no passport arrived. More daily telephone calls – sitting in a queue for hours.
Then more reassurance – all was going to be fine. More calls, more useless reassurance. We honestly felt it would arrive in time; how wrong we were. His passport never arrived.
We couldn’t go and we let down our friends. Our flights were wasted. It was the most demoralising, exhausting process, with the worst service imaginable. I feel so sorry for other people experiencing this now. It was horrible.
I am delighted the Prime Minister is considering privatising the Passport Office. It is simply unfit for purpose. Angela Stucley
East Worlington, Devon
SIR – All went well in renewing my passport online until I received a passport that did not belong to me.
I have messaged, emailed and telephoned the Passport Office, with no response. I am now in possession of a child’s passport. There is a surname and address on the envelope, which I presume to be the mother’s. Do I post this directly to her in the assumption that the address is correct or continue trying to contact the Passport Office?
I did notice when trying to phone that data protection legislation and data policy were mentioned many times. I wonder what part of their policy covers this case.
Teresa Lucy
Margate, Kent
SIR – My pandemic experience was of a high standard of customer care from the Passport Office when our baby granddaughter urgently needed a passport to go on her first foreign holiday. A paperwork problem was overcome by permitting a follow-up Saturday appointment.
For my own holiday, I waited to apply for a new document until Glasgow became unshackled from the climate conference. I gladly paid the extra fee for excellent service from what it was hard to believe was not a customer-focused private company.
My granddaughter and I went on our (separate) holidays, thanks to Glasgow Passport Office, which delivered accurately, on time and with a smile.
Dr Andy Ashworth
Bo’ness, West Lothian
SIR – My grandchild recently had an important appointment in Gdansk. Having been told there was no chance of a fast-track appointment at the London office to renew the five-yearold’s passport, my daughter was offered a 4.30pm appointment in Glasgow.
As time was of the essence and funds short, the two of them had to embark on a 30-hour round trip by coach from Brighton to Glasgow in order to secure the passport in time.
Even with a promise that delivery would be expedited, it arrived only just in time on the eve of their flight. Margaret Larbi
Ilford, Essex
SIR – After I had applied successfully for a renewal in February, my new passport was delivered to the wrong address. TNT admitted this was its error, but has unilaterally declared the matter closed having notified the Passport Office.
To date, the Passport Office has not replied to emails or answered phone calls in any meaningful respect. (I was put through to the “Progress” department, which never answered.)
The Passport Office is, of course, under the auspices of Priti Patel’s Home Office. From my experience, I fear for the asylum seekers resettled in Rwanda in progressing their applications.
James Reeves
Dorking, Surrey
SIR – In defending the decision by Abigail Tierney, the Passport Office director-general, to work from home in Leicestershire, Matthew Rycroft, the Home Office permanent secretary, misses the point.
In charge of the Passport Office, Dr Tierney should lead from the front and be seen to be so doing. Her example encourages others to work from home, and the resultant inefficiencies of the organisation are clear to see.
Max Ingram
Emneth, Norfolk
SIR – Does any trade union have members more powerful, loyal to one another, and yet out of touch with the public, than the First Division Association?
If the Home Office’s permanent secretary can’t see the problem with praising Dr Tierney as “a hugely talented leader, heading up our world-class visa and passport operations” he’d do better to keep his own counsel.
Mike Wells
Ickwell, Bedfordshire
SIR – If the heads of government departments do not set an example, it is unlikely that hundreds working under them will act in the interests of their employer (the taxpayer).
If the issue of passports or other documents required to allow people to go about their normal lives is being delayed because staff are working from home, these staff must be instructed to return to the office.
All management must themselves return to offices immediately.
David Gibb
Inverness
SIR – Inspired by Abi Tierney, who seems to think working from home is an appropriate way to resolve the enormous backlog in her department, I thought that I would work from home yesterday afternoon. I am a guide in Canterbury Cathedral.
Philip Barry
Lydden, Kent