HALF the calls to the UK passport hotline run by a multi-million pound French firm are not being answered.
Those who get through face an average wait of 13 minutes before they talk to someone.
The poor service from the UK passport hotline has been slammed as unacceptable[/caption]
Teleperformance has a £22.8million contract.
Rory Boland, of consumer champion Which? Travel, said its standards were unacceptable.
The firm has had a dressing down by the Home Office and is hiring 500 extra call agents.
Home Office minister Kevin Foster said: “Teleperformance are required to improve this performance as soon as possible.”
Before April 2021 the wait time for a passport renewal was three weeks, but that has now risen to ten weeks.
