HM Passport Office, Durham [Appointments only] - Durham

Harjit S.

LOST PASSPORT READ HERE. on Friday late night I discovered that I lost my passport I tore up the house for 2 days until I figured it’d be better to get a new one as I’m flying on Thursday. I booked an appointment first thing Monday morning. Despite being 2 hours away. Went to the passport office. Had a conversation with the staff checking bags which were great people. There was a younger man. Late teens early 20’s and an older gentleman who were both great help. When I got my number called. The lady at the desk was very helpful I wanted a passport immediately printed out for me. Which they will not do for lost passports. She told me that I can’t get one same day bit of a heartbreak when I found out but she said that she will try to hurry it up best she can. However there is hope. Don’t be alarmed. I’ve woken up today Tuesday morning to a notification that my passport is out for Wednesday morning and I will be flying on Thursday morning. So it has taken me just under 48 hours to get my passport. Buzzing baby off to Sicily ☀️.

BSB

We Had or passports stolen and came here for the interview and assistance for renewal.
And I must say the lady who dealt with us was an absolute ST✨AR Ursula!(And her colleague)She couldn't of done more to help us. Many virtual 🤗 hugs to her.
Thanks sincerely👏

Thomas R.

Booked an appointment to renew my passport, 1-week fast tracked. I arrived 5 minutes before my timeslot, place was empty, I was out of there in 3-4 minutes. Great service.

Hoi Y. C.

My sister's online BNO passport renewal went very well and quickly. She was kept well informed of the passport status and when it would arrive via email, text message and WhatsApp.

What I find useful:
- Possibility to do passport renewal online with a digital
photo (for other European passports you still have to make an appointment at the town hall and bring a non-digital photo)
- Passport photo can be taken yourself with a camera or mobile phone.
- If the photo is not good, they will continue to send you a reminder until you upload a good photo.
- You can reschedule the passport delivery to another date that
is more convenient

Point for improvement:
It might be better if there was a possibility for the following option: when renewing the passport online, have the option to choose not to return the supporting documents and old passport to the applicant.
Reason: In other European countries, you can have the old passport destroyed when collecting the new passport from the town hall.

Gihani S.

I wanted to say thank you to a lovely young lady with brown hair and glasses who could not have been more helpful and considerate when I needed to replace my passport. Thank you so, so much; I was able to go abroad as planned! 🙂

joyce L.

I had applied online to renew both my mum and dads BNO passports back last Nov. Within 3 weeks my mums renewal was done perfectly whilst my dad's one was done in error so he was told to return it. Long story short, he returned the passport and 2 weeks later, he received the same wrong passport with corner cut off but WITHOUT his new passport! Some telephone operators were extremely un-knowledgeable as they do not even know what to do?! I was very shocked when one of them sent me to the home office for my dad's BNO renewal!
How could any passport offices fail twice to do such basics procedures of renewal?
Almost 5 months gone by, the issue has still not been solved.
I am their daughter who lives and works in Britain; and my parents are based in Hong Kong. I am their only child so I fly home whenever they need my help.
Now I had a call saying I was told to re-apply his application and make another payment online. What a joke! Today
is the fifth month since I applied for my dads passport. I just hope I won't be charged again because it wasn't my fault. It was the passport office who failed twice to give me the right passport.

Adam P.

We paid for the super fast service as we were travelling in a couple of days. Got printed quickly. There was an issue with our appointment time as they’d allowed us to book one for 7.50pm, despite them closing at 3pm that day. They told us over the phone to just turn up earlier and it was fine in the end. Very quick. In and out in ten mins with new passport.

Janice E.

Renewed my passport online. The service was fantastic so fast too. I went online on the Monday and my passport arrived Friday morning. I was contacted every day with an update of progress. Brilliant service other departments etc should take a leaf out of their book. Thank you 😊