This petition was submitted during the 2019-2024 parliament
Petition Reimburse all losses from missed travel due to Passport Service delays
The Government should ensure that everyone who have been prevented from travelling due to delays in processing their passport application is automatically reimbursed for their losses.
More details
The Passport Office give clear time frames of when to expect your passport to be issued. They are not currently meeting these time frames for many people. There are concerns the Passport Office is not processing applications in date order. There appears to be little organisation to the service, and some travellers appear to have been given inaccurate information about the timeframes involved. All those financially impacted by this poor service should be reimbursed by default.
This petition is closed This petition ran for 6 months
Related activity
MPs examine Passport Office backlogs
The MPs on the House of Commons Home Affairs Committee have examined Passport Office backlogs in a one-off 'evidence session' on Wednesday 20 July, and called for improvements to how the Passport Office manages applications.
Evidence session on passport backlogs
During the session, MPs took evidence from Passport Office director Thomas Greig, travel expert Simon Calder, and Ed Clarke from TNT Courier Service, which is contracted by the Home Office to deliver passports.
Topics discussed at the session included:
- Delays in processing passport applications
- Issues with the courier service used to deliver passports
- The service provided by the Passport Adviceline
MPs call for Passport Office reforms
Following its evidence session, the Home Affairs Committee has written to the Home Secretary calling for improvements to how the Passport Office manages applications. In its letter, the Committee calls for:
- the Home Office to review the terms of its contract with Teleperformance to ensure improved performance and avoid applicants being left in the dark
- more pro-active communication to manage demand, for example contacting customers during periods of low demand to encourage early applications
- modification of the digital application system to enable family groups to be linked and processed at the same time, avoiding gaps of several weeks between individual passports arriving
- monitoring of the number of people attempting to access the priority service and consider setting minimum targets for the number of new slots made available each day
- extensions of up to six months to be offered for passports nearing expiry under certain circumstances
Read the Committee's letter to the Home Office.
What is an evidence session?
An evidence session is a hearing where people with expert knowledge or experience of a particular topic, such as Government officials, academics, or campaigners, answer questions from MPs on that topic. They help the MPs on a committee to gain a deeper understanding of the topic being investigated.
What is the Home Affairs Committee?
The Home Affairs Committee is a cross-party group of backbench MPs that looks into the work of the Home Office and its associated public bodies.
- Find out more about the Committee
- Follow the Committee on Twitter for updates on its work.
The Home Affairs Committee is a select committee. Find out how select committees work.
Get involved in the work of the UK Parliament
Sign up to the Your UK Parliament newsletter for the latest information on how to get involved and make a difference.
Home Office responds to calls to improve management of passport applications
The Minister for Safe and Legal Migration has responded to a letter from the Home Affairs Committee, in which MPs called for improvements to how the Passport Office manages applications.
The exchange of letters follows an evidence session the Home Affairs Committee held into Passport Office backlogs, after which the Home Affairs Committee wrote to the Home Secretary recommending a number of changes to how the Passport Office manages applications.
How has the Government responded to the Committee's recommendations?
In its response to the Committee's letter, the Minister for Safe and Legal Migration says that:
There would be value in exploring options to spread demand for passport applications across the full year, but they have not yet identified a viable incentive to bring demand forward to the autumn or winter.
The Committee's recommendations for changes and additions to customer messaging would will help to inform HM Passport Office’s work to review customer messaging ahead of the continued elevated demand that is expected in 2023.
Options have been explored to increase appointment capacity to further support customers with urgent travel needs, and this work led to the opening of an eighth public counter in early June.
It does not consider it sensible to offer an emergency service for passport extensions of up to 6 months.
Home Affairs Committee scrutiny of Passport Office backlogs
MPs on the House of Commons Home Affairs Committee examined Passport Office backlogs in a one-off 'evidence session' on Wednesday 20 July, and called for improvements to how the Passport Office manages applications. Following its evidence session, the Home Affairs Committee wrote to the Home Secretary calling for improvements to how the Passport Office manages applications.
What is the Home Affairs Committee?
The Home Affairs Committee is a cross-party group of backbench MPs that looks into the work of the Home Office and its associated public bodies.
- Find out more about the Committee
- Follow the Committee on Twitter for updates on its work.
The Home Affairs Committee is a select committee. Find out how select committees work.
Get involved in the work of the UK Parliament
Sign up to the Your UK Parliament newsletter for the latest information on how to get involved and make a difference.