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Passport backlog puts trip at risk

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Vincent
Published date19 May 2022
"We got an email to say we our application is being cancelled. I rang up and said, 'Please don't do that, you are getting the birth certificate tomorrow'

"They are saying we didn't send the application until April 25 but the tracking information on the website shows it was received in February.

"I just want to sit and cry my eyes out. It seems as though these people don't know what they're doing.

"I'm not losing £3,000 for something that's not my fault. We've done everything right.

"My friends have had to pay for fast tracking.

"Half of them are getting theirs in time, half aren't. It's just a nightmare. No way can I go away and take one of my grandsons and leave the other one."

The family has been told to request by email an 'expedited service', which the department has said she won't be charged for. Now Mary is waiting to hear back.

A HM Passport Office spokesperson said staff are "working tirelessly" to deal with record demand. "Since

April 2021, we've clearly stated that people should allow up to 10 weeks when applying for their passport to factor in the increased demand, which has seen five million people delay their passport application due to the pandemic," the spokesperson said.

"The overwhelming majority of applications are completed within 10 weeks, with the latest figures showing 90% were completed within six weeks. But we cannot...

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