PASSPORTS
A couple of months ago we
heard from Gerry who’d missed the first few days of his family
holiday in Florida because of a mistake by the Passport Office. They’d
put his first name in the space for his surname and vice versa. He
didn’t know about the mistake until he got to the check in desk.
He ended up having to fly to Manchester and from there to Orlando.
At the time the Passport Office came on the programme and said it
had been their mistake and promised to investigate.
Gerry tells us that the Passport Office have paid the extra costs
he incurred at the time - £387 - but so far there’s been
no compensation for ruining his holiday!
Now this week we’ve heard another sorry tale involving the Passport
Office. Stephen knew that his mother was dreading the first anniversary
of her husband’s death, so he decided to surprise her with a
last minute week in the sun. At the beginning of February he rang
his Mum and told her to pack her bags, and get ready for the trip
to Forteventura. However she’d sent her passport in for renewal,
although it would still have been valid for the trip her son had planned.
They started to try and retrieve the passport from the system but
ultimately Stephen had to go on the holiday alone, lost £1500
and his mother was devastated.
So could the Passport Office have done better? Knowing the situation,
could they not have been more helpful?
These are questions we wanted to put to the Passport Office On Your
Behalf - All they would say was in part -
"We do not comment on individual cases. But the UK passport Service
advises customers not to book travel arrangements until they are in
receipt of their new passport."
However they have replied to Steven Donaghy’s letter of complaint.
He came back into studio this week and On Your Behalf asks him if
he’s satisfied with their explanation.
His answer is a resounding NO and he’s planning to take his
complaint further.
Lost or expired passports
We have the latest information on how to apply for a passport
and who to contact if you have a complaint or problem.
Customers will not be able to obtain a first passport or a replacement
for a lost or stolen passport in less than a week.
This is to enable the United Kingdom Passport Service to undertake
the checks necessary to confirm an applicant's identity and eligibility.
Only replacements for a newly expired passport can be obtained
with the one day service.
If you have a genuine emergency
you will need to speak to the Passport Enquiry Line on 0870
521 0410.
They will be able to give you accurate, up to the minute advice
and check that you have all the information we need to confirm
your eligibility for a passport.
From 14 January 2002:
a standard 10-year passport adult passport will cost £30 (up from £28)
and a 48 page passport £40 (up from £38);
The fee for amending an existing
passport will increase to £18
(up from £17)
The cost of a passport for
a child will increase to £16
(up from £14.80);
The additional charge for
those making applications in person in the United Kingdom will
increase to £15 (up from £12);
and
The fee for a collective
passport, for organised trips for schools and youth groups, will
increase
to £42 (up from £40).
The standard 2 week service
by post will cost £30. This
is an increase of £2 in the basic fee to cover the cost involved
in checking entitlement and for issuing a passport. This is the
first increase in the basic fee since 1999.
The UKPS is required by law to review the basic fee on an annual
basis and is required to charge to cover running costs.
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