Passport not arrived - Travel next week!

Troytempest

Poor poor people in the public sector having to work so hard - or maybe gross incompetence from the top to the bottom. 

Voyager2002

Troytempest said:

Poor poor people in the public sector having to work so hard - or maybe gross incompetence from the top to the bottom. 

The people who are left are indeed being pushed to breaking point and beyond. The managers saw the collapse in travel from the pandemic as a good reason to reduce staff numbers, and they did not think about what would happen next.

sheramber

https://www.gov.uk/government/publications/compensation-and-complaints-handling

Thrugelmir

Voyager2002 said:

Troytempest said:

Poor poor people in the public sector having to work so hard - or maybe gross incompetence from the top to the bottom. 

The people who are left are indeed being pushed to breaking point and beyond. The managers saw the collapse in travel from the pandemic as a good reason to reduce staff numbers, and they did not think about what would happen next.

People leave employers all the time.............. Recruitment and training in the midsts of the pandemic were no doubt challenging. Effortless to be an armchair critic. 

onashoestring

sheramber said:

https://www.gov.uk/government/publications/compensation-and-complaints-handling

Thanks for this useful link.
I notice it says :
“ We recommend customers do not to book travel until they receive their passports, as we are not liable for compensation if we do not meet the standard turnaround target.”
Does this mean that refunds and compensation can only be claimed when things go wrong with premium and fast track services ?

smudge56

Taken from the gov.uk website -
  Do not book travel until you have a valid passport - your new passport will not have the same number as your old one

https://www.gov.uk/apply-renew-passport

smudge56

onashoestring said:

sheramber said:

https://www.gov.uk/government/publications/compensation-and-complaints-handling

Thanks for this useful link.
I notice it says :
“ We recommend customers do not to book travel until they receive their passports, as we are not liable for compensation if we do not meet the standard turnaround target.”
Does this mean that refunds and compensation can only be claimed when things go wrong with premium and fast track services ?

Premium and fast track are not guaranteed services. You would get a refund of the difference in fees. 

onashoestring

smudge56 said:

onashoestring said:

sheramber said:

https://www.gov.uk/government/publications/compensation-and-complaints-handling

Thanks for this useful link.
I notice it says :
“ We recommend customers do not to book travel until they receive their passports, as we are not liable for compensation if we do not meet the standard turnaround target.”
Does this mean that refunds and compensation can only be claimed when things go wrong with premium and fast track services ?

Premium and fast track are not guaranteed services. You would get a refund of the difference in fees. 

I read  the link given by @sheramber above from gov.U.K. It says refunds can be claimed
• when we miss our guarantee turnaround times
•Refund for out of pocket expenses.

•Refund for loss of a holiday

it also says 
“ Refund for loss of a holiday

HM Passport Office may reimburse customers for the partial loss of a holiday, on a percentage basis based on the amount of days lost and any extra costs (for example, rearranging flights).

If a customer missed their trip because we failed to meet a guaranteed Premium or Fast Track service, we may reimburse customers for the entire cost of a holiday.”

gadjo

So now the concern is that we don't receive our daughter's passport for our December holiday!!

gadjo

Received the following useless email reply today, presumably from my complaint of a month ago.

Dear xxx

Thank you for your email about your daughter's application.

I am very sorry for the late reply. I hope the matter was resolved.

Standard applications do not have a guaranteed service standard, and we are unable to confirm how long applications will take at this current time. We are sorry for any inconvenience that this may cause you.

The passport office will be in touch if they require any additional information.

If you applied online, you can continue to track your application here.

Regards,

Customer Service Email Team