Application Details
I had submitted an application for the renewal of my son’s passport at the Kollam Passport Office on 10/10/2025. We had two applications submitted on the same day. The police pre-verification was completed quickly on 13/10/2025, and the officers submitted their report immediately. Everything seemed smooth and efficient at the start.
Unexpected Delay in Processing
However, even today, on 28/10/2025, the passport has still not been issued. When I checked the status on the Passport Seva portal, it continues to show “Under Review.” It’s very disappointing that despite the police submitting their report promptly, there has been no movement in the application for over two weeks.
Customer Care – The Most Disappointing Part
The customer care experience has been extremely frustrating. When we called the Kollam Passport Office, they informed us that the file had been forwarded to the Regional Passport Office(RPO), Thiruvananthapuram. However, when we tried contacting the RPO, no one answered the calls — even after continuous attempts throughout the week.
I also sent multiple emails and follow-ups, including to the official escalation email IDs, but no reply or acknowledgment was received. The complete lack of communication and accountability from a major government service is both shocking and disappointing.
System Needs Accountability
The Passport Seva system in Kerala seems to function well up to the police verification stage, but everything slows down drastically afterward. There is no transparency, no clear timeline, and no way for applicants to know what is happening with their file. It creates unnecessary stress, especially when urgent travel or documentation needs are involved.
Suggestions for Improvement
Improve customer support – Ensure calls and emails are responded to promptly.
Provide real-time status updates after police verification.
Set defined processing timelines to avoid indefinite waiting.
Add escalation tracking to let applicants see if their complaints are being handled.
Conclusion
My overall experience with the Passport Seva at Thiruvananthapuram RPO has been deeply disappointing. While the police verification was fast and professional, everything afterward has been slow, unresponsive, and opaque.
As a parent renewing a child’s passport, I expected an efficient process — but instead, I encountered delays, silence, and frustration. I sincerely hope the authorities take action to improve communication, accountability, and service quality so that citizens don’t have to go through such a difficult experience for something as essential as a passport renewal.