Passports Office Avis 

I had to go to the passports office at Customs House London.
Exceptional service and very well organised.
Friendly staff and passport was ready in four hours.

Terrible customer service. These guys do not treat you with courtesy, nor respect. 7 calls to request document return. No action, no communication. No ability to connect to a human on the phone. Amazingly bad!

Excellent service to renew passport. Easy to apply online with photo from Tescos. Sent old passport back. Text messages kept me up to date with progress. New passport received a week later. Well done.

Application to renew passport from Malaysia made on- line. 20th March. Old passport sent to Hemel Hempstead 21st March and acknowledged 25th March.
Approved 27th March and Printed 28th March. Dispatched 29th March 2025. What an amazing service!
Thank you for such efficiency Passport Office Hemel Hempstead

Just been told by above ,after 4 weeks wife’s photo not good enough. My daughter and son-in-law helped with it , as being over 80 internet applications not easy
I luckily have Irish passport applied at same time , got it back within a week.
Passport officers not fit for purpose, probably to busy amusing themselves than working

What appalling careless mistake that they made to my father's BNOs renewal. A real shame to this passport office which took no responsibility whatsoever..
One day I received a very informal 'looks' scammed email in my inbox 3 months ago saying they are sorry to have made an error to my dad's passport (with the wrong immigration status) and that's all. I found the email very unclear such unprofessional outrage approach. Without any further response or assistance, my dad's new passport ON HOLD.

Wonderful service, had a massive conundrum with passports and phoned in urgently, spoke to Chelsea who was patient, friendly and brilliantly helpful.

Sons first passport and holiday ruined because passport office kept asking for more evidence which I had already sent off, ive spent over 20pound in postage for evidence and still they are asking for certificates I have sent off.

I attended a pre-booked appointment at the London passport office yesterday costing £166.50 for a 1 week fast track. After waiting for my appointment time I was told the systems were down. I could either wait to see if the system came back on line (same thing happened Friday and system didn't come back until Saturday) or they take my details and I will be contacted about another appointment this Wednesday or Thursday. I need my passport by the 28th as I have travel booked. Needless to say it is nearly midday on Tuesday and I have not had a phone call giving me an appointment tomorrow or Thursday. Why did they not send out an email to everyone with an appointment yesterday to say the system had failed giving the choice to rebook before travelling to the passport office. They sent appointment reminders so it was possible. They were also leaving people to queue before their appointment only updating people when their appointment time was called despite the queue for that part of the process being empty. I guess they were hoping the system would suddenly go live. I was one of the luckier ones in that I don't have to travel within the next couple of days. There are reasons why I couldn't update until now concerning my ill father if anyone was thinking why leave it so late. My passport doesn't actually expire until November this year but the issue date is the 31st March 2015 and airlines won't accept travel after that date for some reason no one can actually reasonably explain. Good luck to anyone needing to get a passport urgently as the system is clearly unreliable.

Friday I booked a fast track appointment for 11:10 today (Monday 17th March 2025). That cost £220. I have a flight booked for tomorrow. Today once at the passport office there were technical issues and the systems are down. Staff were not communicating effectively with every one waiting for their appointment. They could have kept things more organised by grouping us into our appointment times, and explaining to everyone, at a distance where we could hear, what was going on.
It transpires that another technical issue happened on Friday so some people had their appointments rebooked for today. Despite this they still allowed new applicants to make appointments on Friday and probably at the weekend to, for today. Currently I have a flight booked for tomorrow and an overnight stay at Gatwick Airport. I will not be getting the flight at 09:50 tomorrow. My partner is unwell in Egypt. He has been in hospital and I need to get out to see him. Absolutely devastated that I will not be able to get my flight tomorrow. What an absolute shambles. Everyone who attended today or who reattended should get their fast tracked fee reimbursed. I need my flight, hotel and travel expenses to get to London reimbursed. Clearly customer service is not a top priority.

I cannot believe the absolutely superb service I have received from the Passport Office. Applied online on Monday for two passports and they arrived on Saturday morning. Not even a week. Fantastic.

I want to thank the Passport Service for a fantastic service. I got my passport just one week after putting my old passport in the post (the normal service). Well done to all the teams working hard to produce such a brilliant result - I know it’s not easy.

I sent my marriage certificate, in good condition, to the Glasgow passport office as requested, to get my surname changed on my passport. I bought and included an A4 self-addressed envelope for it to be returned in. Despite sending the envelope with it, I received my certificate back, folded in half and stuck in a small envelope. I complained about it but all they did was offer to reimburse me for the cost of the envelope. This happened in 2019 and it still makes me so angry to this day that they would be so inconsiderate. I got married in Cyprus and my certificate was special to me.

Could not be more impressed with the recent online passport replacement. Easy to follow application and verification. A definite 5*

Passport applied for on-line, received 8 days after application sent.
Excellent effort

We have used the online passport renewal service twice this year providing you have all the necessary docs (old passport),it's absolutely simple and the communication is excellent.

Quick and efficient service and excellent progress communications during the process. It was less than a week between having my photo taken in a booth and receiving my new passport.

Easy to get through to a person. That person (Jess) was incredibly helpful and was able to resolve my issue rapidly and very pleasantly.

Couldn’t be more impressed with the ease of the process and speed of delivery when applying for passport renewal online. Well worth the £16 admin fee for the post office (thank you Coleford post office staff) to complete the online application, take a photograph and send the application to the passport office for me, really couldn’t have been easier. No laborious form filling. Regular email and text messages from the passport office informing me of the application stages and progress. Received my passport today, just 12 days after applying. Well done post office and passport office, exemplary service, thank you.

I completed my online passport renewal on Tuesday evening, sent my old passport the following day, Wednesday. My new passport was approved on Friday of the same week and received today Saturday. Texts and emails were received from receipt of application, old passport and approval, with notifications of delivery, tracking details and post delivery instructions. Government depts take a lot of criticism but I couldn't fault this excellent service.