‘I had to do the old fashioned method of doing it through postal order and sent it to them recorded delivery with all the documents all over again because they are all working from home and they can’t take the payment at home. ‘I had to go to the post office to pay by postal order. The trip was laid on after the youngster was finally given the all clear in December She said the teenagers were ‘adrenaline junkies’ but Lailah had been unable to go on theme park rides after undergoing brain surgery three years ago.
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Then I was told they can’t take payments for the upgrade because they’re working from home. ‘I spoke to someone a few weeks ago and she said if you pay £26.50 the application would be expedited. They say this database is not on my system because we’re working from home. ‘They keep turning round and saying we can’t look further on the system because we’re working from home.
You have to call at a special rate and they make the money on that. I have been making phone calls of up to an hour and 40 minutes. ‘It has not been easy to get hold of people on the phone. That’s when I knew something was really going wrong. ’When I first phoned them I was told her passport wasn’t on the system. It hadn’t gone through any other further stages. ‘It was still saying what it was showing in April - that they had received my friend’s confirmation of identity of my daughter. I realised the process had stalled when I checked the link they send you so you can follow the progress of the application. ‘But there has just been one delay after another. ‘Under the new rules when I saw my daughter’s passport was running out in August I applied for a new one obviously thinking it would be here within 10 weeks. They went to Disneyland about 10 years ago and loved it so much they always wanted to go back. ‘It was supposed to be a real double whammy celebration trip. She has finally been given the go ahead since Christmas. They like rides but my daughter hasn’t been able to do them because she had brain surgery three years ago. Zuleika said: ‘It is a once-in-a-lifetime trip to celebrate my son and daughter finishing their A Levels and GCSEs. When she found out the application had stalled she was advised to make an additional payment of £26.50 to speed up the process and guarantee her documents would arrive before their date of departure on July 18. Zuleika was told she could have to wait up to 10 weeks after making the application for her daughter in April. New rules mean passports must be valid for at least three months after the date of departure. Lailah, whose travel documents had previously been renewed every five years, had a passport which runs out in August. The trip was laid on after the youngster was finally given the all clear in December.
Zuleika told how she booked the dream holiday in March as a surprise treat for her children after they finished their GCSE’s and A Level exams. ‘They keep saying to me they can’t do this and they can’t do that because they’re working from home. The devastated mother, who was also due to travel with her partner, said: ‘It’s been a disaster from start to finish. Zuleika, from Brighton, East Sussex, was told she may have to travel to Belfast or Cardiff to pick up the new passport but has since been fobbed off by officials - followed by ‘radio silence’. She told how the application had been hit by ‘one delay after another’ with officials telling her that they did not have the right database at home to help ensure the application went through on time.Īfter making ‘dozens of calls’ Zuleika told how she was assured the passport would come through on time if she made an additional payment.īut the process was held up again as officials told her the only way she could pay was by postal order because they were unable to process the payment from home. Zuleika told how she has run up costs of £300 trying to address the issue on top of the £2,300 costs of the four day trip. Mickey Mouse could certainly provide a better service than their people working from home.’ ‘Unfortunately it looks like it’s not going to happen because of our country’s passport system. Their hopes of travelling to France on the Eurostar train on Monday were laid in ruins after Lailah’s new passport failed to arrive on time
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