HM Passport Office, London [Appointments only] Reviews Summary

Efficiency of Service

Pros:

• "Passport had been printed, dispatched and had it in my hand 3 days later."
• "Honestly fantastic service - in and out of the building in 10 minutes for a fast-track, first time passport application."
• "This was a very efficient service from start to finish."
• "I booked a fast track appointment. I travelled down to London for a 12:15 slot... I was back at Marylebone by 13:20."
• "I was in and out of the Passport Office in less than 15 minutes! Very quick and efficient."
• "The new passport was delivered by courier 3 days later on 1st September. Pretty good."
• "Got this appointment for an urgent child passport for my daughter... Within 5 days (3 working days) I have the passport!!"

Cons:

• "When someone from the Passport Office eventually called me back, I got transferred between 3 departments."
• "Late to be seen despite first appointment of the day."
• "I did not believe this level of chaos was possible in the UK."
• "I’ve spent weeks trying to sort out my renewal."
• "Absolutely awful experience, my partner applied for his passport over two months ago... we have lost over £1300 as we cannot get a refund."
• "I've had radio silence for 10 days which is just unacceptable in my eyes."
• "It’s now nearly the end of December 2022, applied for my child’s passport the beginning of April 2022, still not received his passport."

Customer Service

Pros:

• "I wish to thank all staff who dealt with my elderly mothers application to have her stolen passport replaced."
• "I ordered my new passport online, booked my collection online arrived early the service was quick helpful and polite."
• "The manager was excellent in helping me out and trying to arrange alternate options to collect my passport."
• "I called HM Passport Office with an enquiry and was surprised how quick my call was picked and how friendly and helpful their staff was."
• "One happy family off to Disneyland Paris tomorrow - special mention to Catherine in the upgrades team who was our point of contact!"
• "Very helpful the lady I dealt with was excellent."
• "The agent was professional and easy to speak with. Provided you have all your necessary paperwork, the process should only take about 5 minutes."

Cons:

• "Absolutely atrocious! The staff are rude and obnoxious, and the whole process is just ridiculous."
• "I'm shaking with emotion and left in tears after the final straw was speaking to a man with an Irish accent on 2nd October at 10.23 am with no empathy and was very short with me and not helpful at all."
• "Employees in the call center have little to no training and constantly transfer you to the wrong dept. or just cut you off."
• "They seem not to care at all and every one of the 12 people or more that I talked to gives you a different information or no information!"
• "Rude and incompetent staff at Southport."
• "The staff members appear clueless in regards to information."
• "Staff are rude and incompetent."

Facilities and Accessibility

Pros:

• "Plenty of open spaces and things to entertain young children while waiting."
• "Important tip if coming by train/DLR: if you exit the station via the Excel centre then the passport office is very easy to find and well signposted."
• "There are toilets inside and two photo booths. Plenty of seating also."
• "For those like me who get there early, plenty of places to wait Starbucks, bars and a cafe."
• "Easy to find. Go out of the Excel Centre exit of Custom House DLR / Elizabeth line station."
• "The waiting area has plenty of seating."
• "From the custom house station it's clearly sign posted."

Cons:

• "Security staff don't know what's going on and there's no waiting areas - people have to wait outside on the street."
• "It is a little tricky finding the passport office, there isn’t a huge amount of signage."
• "No one has any idea what happened to the application for the child's first passport."
• "ppl scattered on the pavement. thank god it wasn't raining or winter."
• "It is really hard to find this place, no proper signposting outside and there’s just a group of people walking in circles trying to find it. Also no parking at all."
• "UNBELIEVABLE! Nearest parking is excel which cost you an arm and a leg."
• "Couldn't find it! I walked round Eccleston Square - its all private houses - no trace of the Passport Office or number 89."