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).
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British Passport Office offers online passport renewal services that make it simple and convenient for you to renew your passport.
