A mum "can't stop crying" at the thought of leaving her son behind if his passport doesn't arrive in time for their holiday.
Helen Burns, from Huyton, has spent the last three years saving for a holiday to Croatia to celebrate her 40th birthday with her husband Patrick Towey, 39, and their son Thomas Towey, 12. The family is due to fly to Dubrovnik from Manchester Airport on Saturday, April 9th, but their plans could now be in jeopardy due to delays in the arrival of Thomas' passport.
Helen applied to renew her son's passport on February 6th and claims she was told it would take four-six weeks to arrive. However, after getting a friend, who works as a teacher, to countersign the application, Helen said she received an email on March 7th to say it did not meet the requirements and she would need to get someone else to sign it.
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Helen said she was then told the passport could take up to ten weeks to arrive. HM Passport Office said following delays to passport applications during the coronavirus pandemic, it has advised people since April 2021 to allow up to ten weeks to get their passport.
Helen told the ECHO: "When I phoned up they said you've got to pick someone else [to countersign the application] so I picked my boss. I sent everything off again and from the 7th until Sunday I've heard nothing. Every time I rang up they said it's in processing - we can't do anything while it's in processing, it'll be fine."
Helen said she received an email last Sunday to say the passport had been printed, followed by another text message this morning to say it is in transit on its way to TNT's delivery office and will be delivered in the next few days. However, with just two days to go until her holiday, Helen said she phoned TNT today to be told they had still not received the passport.
The family could face losing £2,000 on transport, accommodation and pre-booked trips if the passport doesn't arrive in time for them to go on holiday or £600-700 if they go without Thomas.
Helen said: "My son is 12, I might have to leave him with his sister who's 23. I don't want to have to leave him. He won't let me stay behind, he keeps saying to me 'mum it's your 40th you can't just stay here.'
"I'm torn. I haven't even packed yet, I don't know what to do. If I do go I'll feel guilty and if I don't go I'll feel guilty. If he comes brilliant, but it's not knowing. I just can't stop crying and I'm not that kind of person. It's just broken my heart.
"I've waited three years for this. I've saved up for three years for this. If they told me in the first place I would have done a one week pass. I've got my son who's 12 sobbing thinking he's going on holiday and then thinking he's not going on holiday. I can't understand why no one can give me an answer."
After being contacted by the ECHO, TNT said it will make contact with Helen to arrange delivery.
A TNT spokesperson said: "Our investigation with HMPO has confirmed that the passport was printed this morning, and we expect to collect the item today. We will make contact with the recipient to arrange delivery."
A HMPO spokesperson said: “Due to COVID-19, over 5 million people delayed applying for a British passport throughout 2020 and 2021. In preparation for the demand for international travel returning, since April 2021 we have published guidance making clear people should allow up to ten weeks to get their passport.
“In busier periods, call waiting times will take longer. However, we continue to work with our supplier to further recruit and support the effort to return response times closer to normal levels.”
