Review Time
Even by modern standards this is a very unfriendly service. I phoned to get information on how to renew my recently-expired passport. The system had no option to be put through to a person and kept me over three minutes repeating options that had nothing to do with me, The supreme irony was that they have an AI bot telling the public to treat staff 'with respect' then making it nearly impossible to contact staff at all.
When I eventually got through, I asked my questions - which the call handler wasn't really able to answer properly - then was told if I wanted to get a passport at the Liverpool Office I'd have to make an appointment ONLINE. This was in spite of the fact that one of the dozens of options on the automatic call routing was 'if you want to make and appointment, press *.
The only reason I'm giving as many as 2 stars is that they did at least put me through to a call handler in less than 15m and I keep 1 star for services like HMRC which kept me in a queue for nearer 40m. But this is still appalling service for what could be a vital service (imagine if I had and urgent need to travel such as illness or death of a relative abroad).
Even by modern standards this is a very unfriendly service. I phoned to get information on how to renew my recently-expired passport. The system had no option to be put through to a person and kept me over three minutes repeating options that had nothing to do with me, The supreme irony was that they have an AI bot telling the public to treat staff 'with respect' then making it nearly impossible to contact staff at all.When I eventually got through, I asked my questions - which the call handler wasn't really able to answer properly - then was told if I wanted to get a passport at the Liverpool Office I'd have to make an appointment ONLINE. This was in spite of the fact that one of the dozens of options on the automatic call routing was 'if you want to make and appointment, press *. The only reason I'm giving as many as 2 stars is that they did at least put me through to a call handler in less than 15m and I keep 1 star for services like HMRC which kept me in a queue for nearer 40m. But this is still appalling service for what could be a vital service (imagine if I had and urgent need to travel such as illness or death of a relative abroad).
Truly excellent service from start to finish. Realised my passport was close to expiry date. Gambled with doing an online application to save a trip to fast track and unbelievably got my new passport within a few days. Kept informed throughout the process too by text and email. 5 stars all round.
The package was not delivered to my address. Then I asked to pick up from rue Feydeau . On the phone I was directed to 189 rue d’Aubervilliers, 75018 Paris which is a construction site that is virtually inaccessible if not closed. Then I received a message that it will be delivered on January 16 at my apartment. I have lost all confidence in DHL.
My experience has been shameful,I'm stunned by the positive reviews, my wife applied in early September,admittedly she filled a out a question incorrectly. The options were not helpful as all possible appointments we're weeks away and she needed the passport asap. However a lapse of weeks went by before she realised nothing was being done. She contacted the passport office to get the mistake corrected. It's now late December and she's still waiting. Feels like she's been put to the back of the queue every time she rings up asking for progress.. So sorry I don't understand the positive reviews.
Just used passport service on line very simple and the whole process went through professionally when we went to the passport office apartfrom the 4hour wait everything was very easy overall very pleased just make doubly sure you get there on time as travel times can take quite a bit longer due to the location Peterborough can be hard to get to for first time traveller
I have just renewed my passport online and found the service exemplary. The application was made online on Nov 20th and my new passport received on Nov 27th!! In the intervening period, I was kept fully up to date by HM Passport Office on the progress of my application - viz.,application received, old passport received, application approved, new passport printed, delivery of new passport actioned etc etc.I was absolutely amazed by the speed in which my application was processed and the level of communication throughout the whole process.
I found the door staff abrupt, petty and rude, I turned up for my appointment 10 minutes early, it was -3 outside, even though there was no one in a big waiting area I was told " your early " come back in 10 minutes and I'll see if I can get you in" after the interview I had to return in 4 hours, when I went back door staff told me the printers not working come back in 30 minutes, I explained it was cold out I had waited over 5 hours could I wait inside quite abruptly I was told no, when I returned after 30 minutes he said " it's still not working but I will allow to into the waiting area " adding with a smile" it won't be good news, I eventually got the passport, the rest of the staff empathetic and professional, the door man was totally the opposite! If it would not have been a same day passport I would have complained on the day but did not want to compromise getting it.
Prompt friendly and human. You just don’t expect good service from government agencies anymore. Try HMRC if you want to die with frustration. By contrast passport renewal is a joy. They grab your online renewal and process it quickly. If you have made an error or submitted a bad photo they phone or email and sort it instantaneously. They put customers before process. Our turnaround on the non-urgent service to was less than two weeks. Why are they so good, when everything else is so bad?
The two men working on the at the front door, scanner conveyor were rude and abrasive to everyone. I had one of the first appointments at 8 am. All of the staff past those two were polite and professional.The only reason I didn't complain in person to them is that I was on a one day emergency passport renewal and didn't want to jeopardise it in any way.Even after overhearing what they were asking of the people in front of me and fully complying they were petty and rude.
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British Passport Office offers online passport renewal services that make it simple and convenient for you to renew your passport.
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