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Cut head on issued passport photo
Posted: Tue Jan 09, 2024 12:14 pm
by NOG
Hi all, back on the forum after ages. I renewed my passport abroad and picked it up yesterday. I have noticed that the photo is missing a little portion of the top of my head. The forehead is clear and so is 90-95% of the head, but they decided to chop off the top. So, I have a flat head which is just great and I can use it as a coaster. There is no mistake in relation to my details, very generous of them to not rename me.
Since the photo guidance is so specific and detailed, I am assuming this is an error on the passport?
I travel to many countries where passports are not electronically read so will this raise doubts at immigration etc.? Am confused if this is acceptable.
I called Passport Office today but received conflicting advice. One agent said it is an error while the other said they would get back to me. They obviously have not seen the issue even though I offered to send a scan of the passport page.
Any advice will greatly be appreciated.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 12:32 pm
by Ticktack
NOG wrote: ↑Tue Jan 09, 2024 12:14 pm
Hi all, back on the forum after ages. I renewed my passport abroad and picked it up yesterday. I have noticed that the photo is missing a little portion of the top of my head. The forehead is clear and so is 90-95% of the head, but they decided to chop off the top. So, I have a flat head which is just great and I can use it as a coaster. There is no mistake in relation to my details, very generous of them to not rename me.
Since the photo guidance is so specific and detailed, I am assuming this is an error on the passport?
I travel to many countries where passports are not electronically read so will this raise doubts at immigration etc.? Am confused if this is acceptable.
I called Passport Office today but received conflicting advice. One agent said it is an error while the other said they would get back to me. They obviously have not seen the issue even though I offered to send a scan of the passport page.
Any advice will greatly be appreciated.
They usually crop the picture for you. They must've cropped you out. Never heard that one before. It'd be wise to get it sorted before heading out. It could mess up your travel plans.
Especially in countries like The US.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 12:37 pm
by contorted_svy
It seems you are doing what you can already - see if they get back to you in a week or so. If not perhaps you could try to raise a complaint.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 1:06 pm
by alterhase58
To my mind you need to raise a damage report/complaint. How this got through QC I don't know,
A passport is an important official document and most national authorities keep a close check on their own and foreign passports.
Just like when a courier chops up your new passport in transit they need to replace this one. You haven't tried in at an egate yet.
Not sure this helps - if you call them again ask for a senior manager:
https://www.gov.uk/government/publicati ... accessible
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 1:53 pm
by NOG
Thank you for the responses. It has been frustrating to speak with someone at HMPO who fully understands the situation/actually bothered to read my emails, since I have received standard responses. I then emailed them to ask them to read my emails and it has now been forwarded "to the relevant team at the Passport Office". Hope they don't response with a generic email stating: "If the passport has an error, we will issue a replacement passport free of charge if the error was made by His Majesty’s Passport Office." What I have been asking them all day is whether or not this is in fact a problem!
I do agree that it can cause problems at immigration, especially with some countries, and maybe can't even be read at an egate.
What makes the situation difficult is I am not in the UK and have already made two long (5 hour one way), expensive, trips to VFS in the nearest city for the renewal/collection.
Many thanks for the link to the document, will have a look.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 2:08 pm
by lolo2
NOG wrote: ↑Tue Jan 09, 2024 1:53 pm
What I have been asking them all day is whether or not this is in fact a problem!
They can tell you that it's not a problem and you can go with it, but when entering a third country the problem will be for you not for them.
It's very common to read on official websites that a passport must show a clear photo of your full face/head, and likely you have seen that it's the first thing that border officers in many countries do check.
If I was you I would not travel abroad with this passport, and get this sorted before planning any trip.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 2:11 pm
by contorted_svy
NOG wrote: ↑Tue Jan 09, 2024 1:53 pm
Thank you for the responses. It has been frustrating to speak with someone at HMPO who fully understands the situation/actually bothered to read my emails, since I have received standard responses. I then emailed them to ask them to
read my emails and it has now been forwarded "to the relevant team at the Passport Office". Hope they don't response with a generic email stating: "If the passport has an error, we will issue a replacement passport free of charge if the error was made by His Majesty’s Passport Office." What I have been asking them all day is whether or not this is in fact a problem!
I do agree that it can cause problems at immigration, especially with some countries, and maybe can't even be read at an egate.
What makes the situation difficult is I am not in the UK and have already made two long (5 hour one way), expensive, trips to VFS in the nearest city for the renewal/collection.
Many thanks for the link to the document, will have a look.
I believe it is in fact a problem and you need a new passport - them telling you it's not a problem won't reassure border forces in other countries when they get to decide if accepting your passport or not. I hope the right team has received your email and will escalate your situation.
Re: Cut head on issued passport photo
Posted: Tue Jan 09, 2024 10:49 pm
by AmazonianX
The gave you a flat topped nogging; this needs to be sorted/rectified.
May pose a problem if you meet a pedantic immigration official at some nations PoE.
Re: Cut head on issued passport photo
Posted: Wed Jan 10, 2024 2:45 am
by NOG
I came across a post describing the same issue here:
https://www.mumsnet.com/talk/_chat/4542 ... f-head-off
Some folks appear to have travelled on a passport issued with a flat top photo but only in the EU, a few claim it is "OK". Maybe it is less of an issue on a child's passport.
I travel a fair amount outside the UK and EU, so don't wish to having a nagging thought that I might just be stopped at immigration, especially if a certain country's border control is pedantic like the last post mentions.
Re: Cut head on issued passport photo
Posted: Fri Mar 15, 2024 5:43 pm
by NOG
Update - Nine weeks later, I have finally been sent a new passport to correct the error on the renewed passport. A massive thanks to HMPO for wrecking my travel plans and research field season!
