Thursday 30 June 2022 11:57 AM Boss of passport helpline moans about 'disgraceful' customer service and ... trends now

Thursday 30 June 2022 11:57 AM Boss of passport helpline moans about 'disgraceful' customer service and ... trends now
Thursday 30 June 2022 11:57 AM Boss of passport helpline moans about 'disgraceful' customer service and ... trends now

Thursday 30 June 2022 11:57 AM Boss of passport helpline moans about 'disgraceful' customer service and ... trends now

The boss of a passport helpline that's been slammed over its handling of holidaymakers' complains went on a Twitter rant moaning about the 'disgraceful' customer service at other companies. 

Gary Slade, the CEO of Teleperformance, made a series of complaints about 'shameful' travel delays despite the fact that the firm he works for has been at the centre of the UK's passport backlog crisis. 

Teleperformance, which was handed a five-year £22.8million contract by the Home Office to run the passport advice service, was recently criticised for giving out 'poor, misleading' guidance. 

Hundreds of Brits waiting weeks for their passports have complained about waiting hours for calls to be answered and the company was slammed for not responding to emails quickly enough.

But tweets unearthed by the i paper have revealed that Mr Slade himself has kicked up a fuss about poor customer service - despite the criticisms his own company have faced on a national level. 

Gary Slade, the CEO of Teleperformance, has come under fire for a series of unearth tweets where he slammed the customer service at various companies - despite the fact that his own firm have been scrutinised for their role in the passport advice helpline

Gary Slade, the CEO of Teleperformance, has come under fire for a series of unearth tweets where he slammed the customer service at various companies - despite the fact that his own firm have been scrutinised for their role in the passport advice helpline

Mr Slade has been criticised for the remarks - considering his staff have been accused of 'poor' performances and giving out 'misleading' advice

Mr Slade has been criticised for the remarks - considering his staff have been accused of 'poor' performances and giving out 'misleading' advice 

British travellers have been pushed from pillar to post in recent months - with continual passport backlogs, airport staff shortages and flight cancellations as the industry still recovers from the pandemic.

Airports up and down the country have struggled to deal with demands while customers face huge queues and baggage chaos.  

Holidaymakers have also been forced to miss holidays because of passport delays - with Brits paying a total of £5.4million in April alone to use the fast-track application.

Bosses for Teleperformance were hauled in front of the Home Office to explain the passport issue in April - and were allegedly told to improve their performance quickly.

Writing about Gatwick Airport in 2019, Mr Slade said: 'Sorry to rant but how hard is it - 28 booths at passport control - 5 are open - shame on you.'

In another, he slammed South West Trains, saying: 'Once again delayed once again no information - not sure why it's so hard to tell people what's going on.' 

Mr Slade has come under fire for the remarks - considering his staff have been accused of 'poor' performances and giving out 'misleading' advice. 

Hundreds of people pictured waiting outside HM Passport Office in Liverpool on May 31 amid the passport delays - which have plagued holidaymakers in recent months

Hundreds of people pictured waiting outside HM Passport Office in Liverpool on May 31 amid the passport delays - which have plagued holidaymakers in recent months

Mr Slade ranted about how poor the customer service was at other firms in the past, as revealed on his Twitter page

Mr Slade ranted about how poor the customer service was at other firms in the past, as revealed on his Twitter page

Long lines seen outside the Passport Office in Durham on May 12

Long lines seen outside the Passport Office in Durham on May 12

Family loses £10,000 'holiday of a lifetime' to Florida due to passport delays - and they fear they'll never get their money back

A mother-of-one has told MailOnline how her 'once-in-a-lifetime' family holiday to Florida had been ruined by the passport fiasco.

Verity Lamb and her husband were hoping to take their 12-year-old son Theo, who is autistic, to the US on Monday in order to visit Walt Disney World in.

Alongside their own flights and accommodation, the couple also paid for flights and a joint villa for her parents as a 'thank you' for their help while renovating their home.

Verity Lamb and her husband were hoping to take their 12-year-old son Theo, who is autistic, to the US on Monday in order to visit Walt Disney World in

Verity Lamb and her husband were hoping to take their 12-year-old son Theo, who is autistic, to the US on Monday in order to visit Walt Disney World in

She said her husband and her son submitted their passport applications in early February, eight weeks ahead of their flight – at a point when they were being advised of a wait of up to three weeks.

But she said that the passports did not arrive in time for their flight on Monday and they had to miss their holiday.

Mrs Lamb says she now stands to lose the money, because their reason for not travelling does not fall under insurance their policy.

'It was gutting. In the days leading up to it we didn't sleep. We were on the phone every day and we tried to get our MP involved.

'One the day we were meant to fly we had booked our flight at 11am and I was just sitting there watching the clock as it ticked to 11 and then I thought: 'Well that's it'.

'We had planned to go to Disney and Star Wars: Galaxy's Edge because Theo is a massive Star Wars fan. He wanted to build a lightsaber.'

Mrs Lamb said her experience of the Passport Office was a 'shambles'. She said: 'They didn't seem to know what they were doing. We would call for hours and then they would say they would ring back in 48 hours and they never would.

'It felt like no-one wanted to help us.'

She said they have been unable to get their money back from the holiday firm and insurance company and were currently speaking to the Financial Ombudsman in a final bid to claw back some of their lost £10,000.

Jessica Stokes, a 31-year-old blogger from Kent, said she narrowly avoided missing a £3,500 holiday to Dubai by getting her passport the day before her holiday

Jessica Stokes, a 31-year-old blogger from Kent, said she narrowly avoided missing a £3,500 holiday to Dubai by getting her passport the day before her holiday

Meanwhile, Jessica Stokes, a 31-year-old blogger from Kent, said she narrowly avoided missing a £3,500 holiday to Dubai by getting her passport the day before her holiday

She said: 'We put my son's first passport application in back in February and felt we had loads of time.

'As the date was drawing closer, and I still hadn't received his passport, I started to make numerous phone calls to their helpline.

'One phone call I was on hold for one hour and 46 minutes before being cut off. It had at this point passed the ten week deadline and we were due to go away in a week.

'Eventually, after a total of six hours and 38 minutes in phone calls I managed to get hold of an assessor, who informed me that her offices were closed due to Covid, but she was going to let her team know after the bank holiday Monday, and it will be ready for us to pick up in London on the Tuesday only if pay an extra £100 to fast track it.

'We took the drive down to London Tuesday morning (the day before our holiday) and arrived at the passport office which was an utter shambles.

'We were pointed in numerous directions, before a security officer told me the office was closed and that all the staff had gone home. 

'At this point I was in tears and stated I would not leave until I had my sons passport in my hand, as I was told it was available to collect until 8pm. 

'An extremely rude staff member then came down, stated that I had to be nice to her if I wanted it, and

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