A mum says her 13-year-old son had his passport application 'cancelled' just two weeks before a family holiday.
Lucy Thompson claims it was 'withdrawn' as she travelled to a fast track appointment, reports YorkshireLive.
She described feeling like an 'inconvenience' by staff at the Passport Office after many hours were spent trying to tackle the problem.
Lucy from Bradford, Yorkshire, began the application in March after realising her son's passport had expired as the family planned a big holiday.
Her grandad was diagnosed with cancer and it was supposed to be a special time to spend some time together.
She began calling and sending emails to the Passport Office to chase up the online application at the beginning of May.
Lucy said: "I was told something different every time. My emails and complaints were never responded to, I called over 50 times.
"He's my son, I don't want him to miss out. I just don't."
She eventually managed to get a fast track appointment at the Passport Office in London.
Lucy added: "I'm overwhelmed, I have mobility issues and registered disabled, I struggle with long journeys and walking but will do anything for my son.
"I tried calling the London office before I made the journey to make sure it wouldn't be a waste of time, I called every day and emailed before I booked hotels but heard nothing.
"I came down to London last night on the train and stayed in a hotel for my appointment at 7:45 this morning [May 20] for them to tell me that my fast track application has been withdrawn.
"I said: 'I have come from Yorkshire' and they just said to me: 'It's not that far'. I struggle to walk, I walk with a stick. I'm struggling today, it's a lot for me."
Lucy claims the London office has now told her the Liverpool office is dealing with the application.
She says she asked for the application to be transferred to London, where she is, only to be told that wasn't possible.
Lucy is devastated that nobody told her the status of her application had changed. She has already paid for the fast track passport and is unsure if she will get the money back.
Lucy said: "What am I supposed to do? I'm desperate. The enquiry desk said they won't deal with my request until 72 hours before we fly. I have just been sat crying for hours, I feel pathetic.
"I haven't told my family because I don't want them stressing and I don't want my son stressing.
Lucy, who has contacted her local MP for help, added: "I'm just feeling helpless and desperate. I've messaged anyone to help, I can't afford to stay in London any longer and I can't afford another train - I couldn't really afford this.
"I will be out of action for a few days because of how much walking I have needed to do here too.
"This is a Government-run establishment where you need to go through security scanners to get to your appointment where I have been made to feel like an inconvenience when they are meant to help. Its disgusting.
"I know people are in the same situation but they are providing a service, taking people's money but are not helping. I feel at a loss."
HM Passport Office has been contacted for comment.
