VFS Global - London Reviews Summary

Appointment Booking

Pros:

• "For a passport renewal it was actually nice and quick."
• "No long queues or anything like that. Quick and easy as long as you have all the right documents and it's certified."
• "Everyone was very accommodating and they were all very very lovely and accepted my late collection."
• "The whole process was efficient and staff were very friendly."
• "Please just be 10 min before your appointment time."
• "The place is systematic with their system of managing the appointments."
• "Arrived and went straight to my appointment. Efficient queuing and ticketing system."

Cons:

• "Not possible to get an appointment through their terrible website whilst tourism/visa agencies can get an appointment hassle-free?"
• "What is the purpose of appointment if we need to wait 1 hour anyway?"
• "We have been struggling to book an appointment on the website for passport services for days now."
• "Appointments are rather a suggestion, you can easily end up waiting in line way past time specified."
• "Never see any appointment slots for London and I've been trying to get an appointment online for a month."
• "Agree with appointments being very difficult to get."
• "Not fit for purpose. Tried to book an appointment online at the London office, and just says No Appointments Available."

Staff and Service Quality

Pros:

• "Avishan, was excellent as he has reviewed my application and documents, patiently explained everything!"
• "The staff for Italy visa was well trained, clear on instructions and quick in completing the application."
• "The officer (Majura Mahalingam), who handled our applications, did a fantastic job in collecting our documents and biometrics."
• "Such excellent service. They put my mind at ease and attended to me in a very polite and professional manner."
• "The staff on site who help with checking your paperwork are friendly and polite."
• "I am so grateful to Ann who attended to me at the reception and to Demetrius who took my documents for processing my visa application to Greece."
• "Once you've got the appointment and documents ready you can go in and they direct you to the correct counter and is presented by some friendly staff."

Cons:

• "The agents feel like they're working for the cabinet and very arrogant."
• "Horrible and pathetic experience!!!"
• "The waiting area was stuffed full of people with bad smells."
• "Staff are always confused when it comes to documents and never check whats infront of them."
• "Very rude staff and they promote courier services."
• "Reception and security staff are the rudest."
• "Very rude staff pretends like visa officers and forget they are just cheap courier, making lots of face expressions and very inappropriate way to attend customer."

Facility and Management

Pros:

• "There is staff at entrance to check your appointment letter and then the reception staff check your passport and give you a token."
• "The location on the building is good."
• "They organized here quite well with tokens."

Cons:

• "Poor management. So many things crammed into one tiny place."
• "There is no seats to wait."
• "Most of the staff was not in their cabins, Cabins were empty, and the staff was waiting for the people to bring the complete information instead of calling the next number of the appointment."
• "Restrooms could get a bit more of cleaning."
• "Terrible, people were standing outside in the cold."
• "They had long queues with 3 people calling out numbers. No proper electronic token system."
• "There isn't a waiting area and the entire office is small."