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Emergency Travel Documents Explained (UK)

Last Updated on May 13, 2024 by MyBritishPassport

Emergency Travel Documents Explained (UK) |

Unexpected situations like losing your passport or encountering delays in its renewal while you’re overseas can be quite challenging. However, as a British citizen, you have a fallback – the Emergency Travel Document (ETD). This article breaks down what an ETD is, when you might need one, and how to go about securing it.

Why Might You Need An Emergency Travel Document (UK)?

There are certain circumstances where an Emergency Travel Document becomes a necessity:

• Your passport has expired, and there’s insufficient time to renew it before your journey.
• You’ve lost or had your passport stolen, and getting a replacement in time is impossible.
• Your passport has sustained damage, and your departure date is approaching.

Remember, an ETD is specifically for such emergencies and is valid for a single journey, expiring within a year. If you foresee more travel within that year, you’ll need a standard British passport renewal.

Securing an ETD from Abroad

The ETD is designed for those unplanned moments when you’re stuck without a valid passport. But before seeking one, you should begin the UK passport renewal process . While this is underway and you haven’t yet received your new passport, you can apply for an Emergency Travel Document .

You will need to apply online. Currently, it costs £100 to apply for an emergency travel document.

You might need to attend an appointment at your nearest British embassy, high commission or consulate after you apply online. You’ll be told after you’ve submitted your application whether you need an appointment.

You’ll need to give a contact telephone number and email address as part of your application.

Click here to apply:   https://www.apply-emergency-travel-document.service.gov.uk/

Important Points about the Emergency Travel Document

• An ETD permits you to travel to a maximum of 5 countries.
• Depending on the specifics of your application, you might receive the ETD the same day or after a few days.
• The document is only valid for the exact travel details you’ve given during the application.
• The ETD allows transit through up to five countries, but the specifics will be printed on the document itself. Altering your travel route after receiving the ETD will necessitate another application.
• While an ETD facilitates your journey, remember that it doesn’t override visa requirements. You’ll still need to check visa stipulations for countries you plan to visit.

Renewing Your British Passport with MyBritishPassport

An Emergency Travel Document is a stop-gap solution. For any subsequent travel, ensure you have your renewed British passport.  MyBritishPassport makes this process seamless:

• Complete the online application form. Click here to apply online.
• Pay the appropriate fees using a debit or credit card.
• MyBritishPassport will thoroughly check your documents, ensuring they’re in order, and then finalize the application for you.
• We ensure the secure and prompt dispatch of your documents to the relevant UK government office.
• You’ll receive your new British passport at the address of your choice in a few weeks.

Amazing simplicity from start to finish in the completion of my application for Passport Renewal. Excellent communication and responsiveness throughout the entire process. Was amazed at the short turnaround time in receiving my new passport. Thank you for exceeding my expectations and for providing exceptional service. Graham Sore via Google Reviews

Frequently Asked Questions

How do i get an emergency travel document uk.

Click here to apply: https://www.apply-emergency-travel-document.service.gov.uk/

What is the difference between UK passport and UK travel document?

A UK Passport is valid for 10 years and can be used for multiple international trips. On the other hand, an Emergency Travel Document (ETD) is typically valid for a specific journey and might only allow travel to a limited number of countries (5 countries) before returning to the UK. While a UK Passport confirms your British citizenship and allows consistent travel freedom, an ETD is a temporary solution for unforeseen situations, like if your passport is lost or stolen while abroad.

Conclusion: Being Prepared with ETD Knowledge

Emergencies can happen. If you’re caught overseas without a valid passport, the ETD can be a lifesaver. Always remember, an ETD is a temporary solution. For unrestricted, stress-free travel, ensure your British passport is always up-to-date. Should you have further questions, MyBritishPassport is here to help, with seasoned professionals ready to assist.

Contact MyBritishPassport

Topic: Emergency Travel Documents Explained (UK)

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What Is An Emergency Travel Document In The UK?

Published: November 1, 2023

Modified: December 28, 2023

by Doll Velasco

• Safety & Insurance
• Travel Guide

Introduction

Traveling can be an exciting and enriching experience, but sometimes unexpected circumstances arise that may hinder our plans. In such situations, having the necessary documents to travel becomes crucial. One such document is an Emergency Travel Document (ETD), which is provided by the UK government to its citizens when their regular passport is lost, stolen, expired, or unavailable.

An ETD serves as a temporary travel document, allowing individuals to return to the UK or travel to a specific destination in urgent situations. While it may not be a long-term solution, it plays a vital role in assisting those who find themselves without a valid passport when they need to travel.

In this article, we will delve into the details of what an Emergency Travel Document entails, who is eligible to apply for it, the application process, required documents, processing time, cost, and the validity and usage of this document.

So, whether you’re planning a last-minute getaway or find yourself in an unforeseen travel predicament, understanding the ins and outs of an Emergency Travel Document will prove to be essential information.

Definition of an Emergency Travel Document

An Emergency Travel Document (ETD) is a temporary document issued by the UK government to British citizens who are unable to obtain a regular passport. It serves as an official identification document and allows individuals to travel under emergency circumstances when their regular passport is lost, stolen, expired, or otherwise unavailable.

The ETD is not a substitute for a full-validity passport but is rather a provisional travel document issued on an exceptional basis. It is typically valid for a single journey and a specific length of time, depending on the issuing authority and the purpose of travel. ETDs often come in the form of a one-page document, similar to a passport, containing the traveler’s personal information, photograph, and relevant travel details.

Emergency Travel Documents are recognized by various countries, airlines, and immigration authorities, enabling the bearer to return to the UK or reach their intended destination. However, it’s important to note that not all countries accept ETDs, and travelers may face restrictions or additional scrutiny at immigration checkpoints.

The issuance of an ETD is strictly regulated to prevent misuse or fraudulent activities. The UK government ensures that individuals who are genuinely in need of travel documents are able to obtain them quickly and efficiently while maintaining the integrity of the process.

Next, we will explore who is eligible to apply for an Emergency Travel Document in the UK.

Eligibility for an Emergency Travel Document

To be eligible to apply for an Emergency Travel Document (ETD) in the UK, you must fulfill certain criteria outlined by the government. These criteria ensure that ETDs are issued to individuals facing genuine emergency situations where a regular passport is not available. Below are the key eligibility requirements for obtaining an ETD:

• British citizenship: You must be a British citizen to be eligible for an ETD. This includes individuals who hold British nationality, British Overseas Territories citizenship, or British Overseas citizenship.
• Unavailability of a regular passport: You must provide evidence that your regular passport has been lost, stolen, expired, or is otherwise unavailable. It is essential to report a lost or stolen passport to the relevant authorities before applying for an ETD.
• Urgent travel requirement: You must have an urgent need to travel due to unforeseen circumstances, such as family emergencies, medical emergencies, or essential business or government-related travel.
• Proof of scheduled travel: You will need to provide documentation, such as flight tickets or a confirmed travel itinerary, indicating your planned departure from or return to the UK. This demonstrates the necessity and urgency of your travel.
• Age requirements: For applicants under the age of 16, a parent or legal guardian must always apply on their behalf. Applicants aged 16 or 17 may apply independently but may require additional documentation, such as parental consent.

It is important to note that meeting these eligibility criteria does not guarantee the issuance of an ETD. Each application is assessed on a case-by-case basis, and the issuing authority reserves the right to refuse an application if the circumstances are not deemed to be a genuine emergency or if the application is incomplete or inaccurate.

Now that we understand who is eligible to apply for an ETD, let’s explore the application process in the next section.

Application Process for an Emergency Travel Document

Applying for an Emergency Travel Document (ETD) in the UK involves a straightforward process that can be completed either online or in person. Here is a step-by-step guide to help you through the application process:

• Fill out the application form: Start by completing the application form for an ETD. This can be done online through the official government website or by obtaining a paper form from a nearby passport customer service center.
• Provide necessary information: The application form will require you to provide details such as your full name, date of birth, contact information, reason for travel, and any supporting documentation, such as proof of scheduled travel.
• Upload a suitable photograph: You will need to submit a recent passport-sized photograph that meets the UK passport photo requirements. This photo should be clear, in color, and taken against a plain background.
• Pay the application fee: There is a fee associated with applying for an ETD, which can be paid online using a credit or debit card. The fee may vary depending on factors such as the urgency of travel and the location where the application is submitted.
• Schedule an appointment (if required): If you are applying in person at a passport customer service center, you may need to schedule an appointment in advance. This ensures that your application is processed efficiently and allows for any additional documentation or verification if needed.
• Submit your application: Once you have filled out the form, attached the necessary documents, and paid the fee, you will need to submit your application. This can be done online or in person, depending on the method you chose.

After submitting your application, it will be reviewed by the UK Passport Office. If everything is in order and your application is approved, you will receive your Emergency Travel Document within a specified processing time. However, in some cases, additional documentation or verification may be required, which may extend the processing time.

Now that we have covered the application process, let’s move on to the required documents for an ETD application.

Required Documents for an Emergency Travel Document Application

When applying for an Emergency Travel Document (ETD) in the UK, you will need to provide certain documents to support your application. These documents are necessary to verify your identity, confirm the urgency of your travel, and ensure the accuracy of information provided. Here are the key documents typically required for an ETD application:

• Proof of identity: You will need to submit documents that establish your identity, such as a valid driver’s license, national identity card, or expired passport. These documents should include your full name, date of birth, and a recognizable photograph.
• Proof of UK citizenship: To confirm your British citizenship, you will need to provide evidence such as a previously issued passport, a UK birth certificate, or a certificate of registration/naturalization.
• Police report (if applicable): If your regular passport was lost or stolen, it is advisable to include a copy of the police report as proof of the incident.
• Proof of scheduled travel: To demonstrate the urgency of your travel, you should provide supporting documentation such as flight tickets, hotel bookings, or official invitations from a foreign country. These documents should clearly indicate your travel dates and the purpose of your trip.
• Photograph: You will be required to provide a recent, passport-sized photograph that meets the UK passport photo requirements. The photograph should show your full face, with no hats, sunglasses, or heavy accessories obstructing your face.
• Completed application form: Ensure that you have filled out the ETD application form accurately and completely. Any missing or incorrect information may lead to delays or the rejection of your application.

It’s important to note that additional documents may be requested depending on the specific circumstances of your application. If you are unsure about which documents to provide, it is recommended to consult the UK Passport Office or seek guidance from a passport customer service center.

Now that we have covered the required documents, let’s move on to the processing time for an ETD application.

Processing Time for an Emergency Travel Document

The processing time for an Emergency Travel Document (ETD) in the UK can vary depending on various factors, including the volume of applications, the urgency of travel, and the location where the application is submitted. It is essential to allow enough time for the processing of your ETD, taking into account any potential delays that may occur. Here is an overview of the processing time for an ETD application:

Standard Processing Time:

The standard processing time for an ETD application is usually around 4 to 6 working days from the date of submission. This timeframe may vary depending on the workload at the UK Passport Office and the completeness of your application. It is advisable to submit your application well in advance to ensure you receive your ETD in a timely manner.

Urgent Processing:

If you have an immediate need to travel due to a genuine emergency, you may be eligible for expedited processing of your ETD application. Urgent processing may be available at certain passport customer service centers or through online applications. The processing time for urgent applications can range from 24 hours to 48 hours, depending on the circumstances. However, it’s important to note that urgent processing is subject to additional fees.

Delays and Exceptions:

In some cases, there may be delays in the processing of ETD applications. This can happen if additional documentation or verifications are required, or if there is a high volume of applications during peak travel seasons. It is always recommended to allow a sufficient buffer time to accommodate any unforeseen circumstances.

To track the progress of your ETD application or inquire about the status, you can use the online tracking system provided by the UK Passport Office.

Now that we have covered the processing time, let’s move on to the cost associated with obtaining an ETD.

Cost of an Emergency Travel Document

Obtaining an Emergency Travel Document (ETD) in the UK incurs a cost, which varies depending on several factors. The fees associated with an ETD cover the processing and issuance of the document, as well as any additional services that may be required. Here is an overview of the cost of obtaining an ETD:

Standard Application Fee:

The standard application fee for an ETD is currently £100. This fee is applicable for both adult and child applicants and covers the processing and issuing of the document. It is essential to note that this fee is subject to change, and it is recommended to check the official UK government website for the most up-to-date information.

Urgent Application Fee:

If you require expedited processing of your ETD due to an urgent travel need, you may be eligible for an urgent application. The fee for urgent processing is higher than the standard fee and is currently £142 for adult applicants. This fee covers the additional costs associated with the expedited processing and issuance of the document.

Additional Services:

In some cases, you may require additional services when applying for an ETD. For example, if you need to provide biometric information (such as fingerprints) during the application process, there may be an additional fee associated with this service. Additionally, if you choose to have your ETD delivered through a secure courier service instead of regular mail, there may be an extra fee for this service.

Payment Options:

The application fees for an ETD can be paid using a credit or debit card during the online application process. If you are applying in person at a passport customer service center, you may have the option to pay by card or through other accepted payment methods as specified by the center.

It’s important to note that the fees mentioned here are for guidance purposes, and they may change over time. Therefore, it is advisable to check the official UK government website or contact the relevant authorities for the most up-to-date information on the cost of obtaining an ETD.

Now that we have covered the cost associated with an ETD, let’s move on to discussing the validity and usage of an ETD.

Validity and Usage of an Emergency Travel Document

An Emergency Travel Document (ETD) is a temporary travel document that serves as a substitute for a regular passport in emergency situations. Understanding the validity and usage of an ETD is essential to ensure a smooth and hassle-free travel experience. Here is a breakdown of the validity and usage of an ETD:

Validity Period:

The validity period of an ETD can vary depending on the issuing authority and the purpose of travel. Generally, an ETD is valid for a single journey and for a specific duration. This duration is typically determined based on the urgency of travel and may range from a few days to a few months. It is crucial to check the validity period mentioned on your ETD and ensure that it covers the entire duration of your intended travel.

Accepted by Countries and Airlines:

An ETD is recognized by various countries and airlines as a valid travel document. However, it is important to note that not all countries accept ETDs, and some countries may impose additional entry requirements or conditions. Before traveling, it is advisable to check the specific entry requirements of your destination country and consult the relevant embassy or consulate for the most up-to-date information.

Restrictions and Additional Scrutiny:

While an ETD allows individuals to travel in emergency situations, it is essential to be aware that certain restrictions and additional scrutiny may apply. Immigration authorities in some countries may subject ETD holders to further checks and questioning upon arrival. It is important to remain cooperative and provide any additional information or documentation requested by immigration officials to ensure a smooth entry process.

Limitations on Multiple Destinations:

One important aspect to note is that an ETD is generally issued for a specific destination mentioned in the application. If you intend to visit multiple countries or have a layover in a different country, it is crucial to ensure that your ETD covers all the necessary destinations. In some cases, it may be necessary to obtain visas or transit permits for countries not covered by your ETD.

Return to the UK:

An ETD can also be used to return to the UK in emergency situations when a regular passport is not available. It allows British citizens to re-enter their home country, provided they meet the immigration requirements for entry. It is advisable to contact the nearest UK embassy or consulate if you encounter any difficulties when trying to return to the UK using an ETD.

As the ETD is a temporary travel document, it is important to consider obtaining a regular passport as soon as possible once you return to the UK or after resolving the circumstances that led to the need for an ETD.

Finally, let’s wrap up this article.

In situations where unexpected circumstances arise and a regular passport is lost, stolen, expired, or unavailable, an Emergency Travel Document (ETD) serves as a temporary solution for British citizens to travel under urgent circumstances. While it is not a substitute for a full-validity passport, an ETD plays a crucial role in assisting individuals who find themselves in emergency travel situations.

We have covered various aspects of an ETD, including its definition, eligibility criteria, the application process, required documents, processing time, cost, and validity and usage. It is important to note that each application is assessed on a case-by-case basis, and meeting the eligibility requirements does not guarantee the issuance of an ETD.

When applying for an ETD, it is crucial to provide accurate and complete information, along with the necessary supporting documents. Allowing sufficient time for processing and being aware of any additional requirements or restrictions is essential to ensure a smooth travel experience.

While an ETD is recognized by many countries and airlines, it is important to check the specific entry requirements of your destination before traveling. Some countries may impose additional conditions or restrictions on ETD holders, and failure to comply with these requirements may result in denied entry.

Once your travel has been completed or the circumstances that led to the need for an ETD have been resolved, it is recommended to obtain a regular passport as soon as possible to avoid any future travel difficulties.

Understanding the ins and outs of an Emergency Travel Document is vital for anyone who may find themselves in an urgent travel situation. By familiarizing yourself with the eligibility criteria, application process, required documents, and other aspects of an ETD, you can navigate through emergency travel scenarios with greater ease and confidence.

Remember to always stay informed, plan ahead, and seek guidance from official sources if you have any questions or concerns regarding an ETD or any other travel-related matters.

Safe travels!

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Blog Data in government

https://dataingovernment.blog.gov.uk/emergency-travel-documents-service-service-assessment/

Emergency Travel Documents Service - Service Assessment

An emergency travel document (ETD) enables you to get back to the UK or your country of residence from wherever you are if your passport is not available for one reason or another. It is only usable for a defined journey which is written into the document: when you get back, the document is withheld by Border Force and later destroyed by the Passport Office (HMPO). It is more expensive than a passport and so is usually for emergencies. The service has a very wide user base, including:

• people who have lost their passport when travelling
• expatriates who have to return home urgently and find their passport has expired
• children of expatriates who have never had a British passport but need to travel urgently to the UK
• prisoners about to be expelled from a country
• people involved in a crisis situation abroad

Department / Agency: FCO

Date of Original Assessment: 21/07/2015

Date of Reassessment: 21/09/2015

Assessment Stage: alpha

Result of Original Assessment: Not Pass

Result of Reassessment: Pass

Lead Assessor: L.Scott (Original) / M. Knight (Reassessment)

Service Manager: R. Sayce

Digital Leader: A. Daniels

Reassessment Report

21st September 2015

The Emergency Travel Documents Service has been reviewed against points 1, 2, 3, 6, 12 and 14 of the Service Standard which were not passed at the original assessment.

After consideration the assessment panel has concluded that the Emergency Travel Documents should proceed to private beta.

The service does not yet meet point 3 of the standard because some key roles were missing from the team currently delivering the service. The panel believes that the service is now ready to proceed to gather more feedback from a limited private beta, in line with the conditions set out below.

The service team presented the details of the recent assisted digital user research done with the Age Concern centre close to Alicante in Spain. The panel were impressed with the efforts that the team has made to identify user needs for support, and to test the service with users who are, by the nature of the service, not UK based at the time of use. The team are participating in a cross-government group to share findings and identify best practice for researching assisted digital users overseas, which will contribute towards greater consistency for British users needing government support from abroad. It was noticeable that the assisted digital work done had delivered a better service for all users, not just assisted digital users, and the panel would like to encourage the team to continue this good work in the next phase.

Some concerns remain over the way the team had approached the alpha. The aim in alpha stage should be to prototype and explore approaches to meeting user needs, rather than to produce production ready code and functionality. The panel were also concerned at the balance of the team. In particular, the panel was concerned about the way that development resource was prioritised, and other important skill sets were not present throughout the alpha (for example, content design, design and user research).

The panel looks forward to seeing some of the improvements mentioned in the assessment (for example, the removal of the need to enter duplicate information to book an appointment at the end of the flow). As the team move forward into beta, the panel would encourage the team to continue to test and iterate the current journey in addition to adding new features, as well as balancing the skills available to the team.

Recommendations

The service should address the following recommendations ahead of the beta assessment.

Private beta

• The private beta must be limited in scope by users and time, with an overall plan to be agreed with GDS before entering the private beta.

User research

• The team should create a plan for future user research, including assisted digital research. This should include face to face research in the UK with potential users to compliment the existing WhatUsersDo work. Participants must include less experienced travellers, people with low and no digital skills who are likely to need assistance, and people with a range of disabilities and access needs. The research must cover finding the new service, and test the service on the device the potential user is likely to have access to while travelling.
• The team must carefully test any support for ‘proxy’ applications before including it in the private or public beta. This could introduce significant confusion into an otherwise simple service.
• In addition to completing and acting on the planned research with Age Concern in Alicante, we recommend the team does research in countries where access to digital services can be more problematic, for example by continuing with the plans for sessions in Addis Ababa and Islamabad.
• At this early stage, the team is considering different design options for assisted digital support, largely based on existing support through consulates and contact centres. As the service develops, the team must demonstrate how support is being designed and iterated to meet user needs.
• The Service Manager should prioritise the recruitment of design and content design resource for the team for private beta and future phases. Borrowing patterns from other services or having a designer ‘look in’ on the service are not substitutes for these necessary skill sets, and this will become more important in future phases. These designers should actively participate in user research.

Tools and systems

• The team should reconsider their decision to send personal data by email in the clear; sending this by email poses a risk to the security of the data. The team should instead consider sending a receipt only.
• The team should note that the GOV.UK APIs that they rely on are unsupported, and as a result may break or change without notice. The service should have plans in place to identify if this happens and also consider what the impact on users might be if the APIs change significantly.

Simple and intuitive service

• The team work on the content of the service with a content designer. Particular issues include poor validation messages, content not to GOV.UK style, and long headings.
• The team review the design feedback document that will be sent separately. Particular issues include frustrating summary screen, validation that can be distracting, and handling of approximate information.

This is a complex service and it was great to see the work that has gone into developing it. The panel hope that the pass at alpha and the recommendations above encourage the team on their journey towards a beta assessment. The panel look forward to hearing about the private beta when the team return for the beta assessment.

Summary of Original Report

21st July 2015

After consideration the assessment panel has concluded that the Emergency Travel Documents Service is not yet on track to meet the Digital Service Standard at this early stage of development.

User needs and user research

Point 1 - Understand user needs. Research to develop a deep knowledge of who the service users are and what that means for the design of the service.

Point 2 - Put a plan in place for ongoing user research and usability testing to continuously seek feedback from users to improve the service.

Point 12 - Create a service that is simple and intuitive enough that users succeed first time.

The service team has identified the top user need for the service (I need to travel on a booked journey without a passport) and have identified improvements to be achieved and current pain points e.g. reducing waiting time in the consulate. The vision for the future service (to apply online, be verified remotely, digital photos, pay online, receive an emergency travel document (ETD) at departure destination) is compelling.

However, the panel could not see how the team had used research and discovery to evidence and validate these needs and pain points. We reviewed the report from IFF, which suggested that users feel reassured attending the consulate, and showed little appetite for a digital service. More research is needed to understand the needs of users, and ensure that the service design meets these.

Relying on remote, scenario-based user research means the team aren’t exposed to the needs of their genuine users, and that the users doing the testing are not fully engaged with the service (e.g. where they select a country at random).

The team have also not researched specifically with lower-skilled or lower-confidence users, or those with assisted digital needs. As such the prototype service lacked informed assisted digital support routes to test and iterate, instead relying on users requiring assisted digital support to use the inferior paper service.

The alpha is the time to get a deep understanding of users and their needs, and the landscape for transforming the digital service. The service team has spent much of the alpha building the real service, missing the objective of an alpha. The service team hasn’t used the alpha to explore many of the identified user needs.

The prototype demonstrated seemed to focus on feature completeness rather than building something that would help the team learn about their users. The panel were unclear why many paths of the journey were built if they weren’t being tested at alpha. The panel would recommend the service team investigate using the GOV.UK prototyping kit. This would deliver a more functional prototype that is more realistic than the client-side javascript solution demoed.

The prototype does not yet include the most complex elements, such as payments and photo upload. The team had surveyed previous users and had an understanding that digital confidence decreased when abroad, with particular concerns around the potential data costs of completing a form online.

The team has iterated the prototype frequently, although much of this was addressing smaller content changes. Many identified needs have been left for beta development. The team has identified some user groups to engage with in beta, e.g. farmers in Africa and expats in Spain. We’d encourage far more of a focus on non-scenario based research. A user researcher joining the team is essential.

The team were concerned that the service planned to stop using the prototype and only use production code going forward. Prototyping and testing regularly with users is an important part of the process for the entire development of a service. Whilst testing with production code may appear to save time, it increases the risk of building the wrong thing, and it slows down the time taken to iterate changes for user research.

Significant portions of the service overlap with two existing services - passport renewals and lost and stolen passports. The panel would have liked to have seen more evidence of the team having engaged with these existing services and incorporating their findings from user research. The service team mentioned they had engaged in trying to share code, but at alpha stage learning about existing research and design patterns would be more valuable.

Point 3 - Put in place a sustainable multidisciplinary team that can design, build and operate the service, led by a suitably skilled and senior service manager with decision-making responsibility.

Understandably for a small team, there are many overlapping roles. There are however key roles (including design, content design, user research and data analysis) that are not represented on the team, with responsibility being shared for theses between the product manager (FCO) and the business analyst (supplier side).

A user researcher, working at least 3 days a week, is currently missing, and is a vital role on a service team. This would reduce the reliance on an outsourced user research company and help address some of the concerns the panel had around the research methodologies used. Having a user researcher on the team would have helped the service team better target their research in alpha.

Currently a content editor at FCO reviews the content. A content designer should be working more closely with the service team to design content to ensure the service meets user needs, rather than providing a proof read at the end of the process. The service has particular challenges around supporting applications from people applying on another person’s behalf - we recommend further research in this area.

The service uses the GDS design patterns and toolkit, however there are small inconsistencies that will need to be addressed. The panel will send through design recommendations separately, as well as a review of the service’s content.

Point 6 - Evaluate what tools and systems will be used to build, host, operate and measure the service, and how to procure them.

The panel believes the front-end of this application is over-engineered. The team should reconsider the technology choices used and build for progressive enhancement. For example, the use of an isomorphic front-end complicates the build and will make it more difficult to iterate.

The majority of the journey could be delivered as HTML, with JavaScript used to enhance aspects (e.g. validation). There is no need to deliver the entire journey using JavaScript. No allowance was made for users who have JavaScript enabled but don’t receive it.

The architecture includes a Scala backend. The choice of language itself is not unreasonable in this case, but Scala is a very difficult skill to recruit for and makes it more difficult to move from an incumbent supplier, so the team should weigh this against potential recruitment problems.

There are a number of services that need to be called in order to complete a transaction or submit an application, e.g. create a PDF, send an email, insert into the case management system. There is no plan to keep data consistent between these services or deal with a partial failure. If one of the services fails this has an affect on the whole transaction, e.g. the case management system fails but the email confirmation succeeds. This needs to be addressed.

At the moment there is no data store on the server and it is important to address audit of applications. Mismatches between the case management system and the web front-end will otherwise be very difficult to identify.

Digital take-up

Point 14 - Encourage all users to use the digital service (with assisted digital support if required), alongside an appropriate plan to phase out non-digital channels/services.

The panel did not hear a compelling reason for the lack of a plan to increase digital take-up to 100%. In particular, it was not clear why there shouldn’t be an ambition to remove the paper channel (where anyone needing help accessing the digital service would be supported via the assisted digital channel, and understanding that paper is not an appropriate assisted digital support route).

The panel recommends that the service address the following:

• Hire a user researcher to work alongside the service team.
• Research all user journeys, including the least happy path.
• Using appropriate recruitment methods, carry out research with users with all levels of digital skills and confidence (including those who would seek support from third parties or friends and family) to inform the design of both the on-screen service and any assisted digital support.
• Ensure ongoing research to account for extra service complexity as new features are added.
• Collaborate with the Home Office to learn from the user research carried out for the ‘lost and stolen passport’ service.
• Hire a content designer to work alongside the service team.
• The panel were concerned about mailing large amounts of personal data being sent between the embassy and to the recipient in the clear. The panel recommend sending notifications only and that users log in to get the data. The panel noted that this step is short term until the case management system is in place. It might be better to mock the interface to the case management system for testing and omit the email stage.
• The session caching server will hold very sensitive data, by default the server is designed to exist within a trusted environment. Security around this store needs to be defined.
• Reconsider the technology choices for the front end. Build for progressive enhancement. The team should discuss this further with GDS.
• Consider using the GOV.UK prototyping kit for future prototypes.
• Consider the licence you need to open your source code.
• Establish a plan to achieve 100% digital take-up.

There are positives to the work the team has done so far, for example, the team showed empathy with the distress many users would be experiencing, especially if they were in need of an emergency travel document as a victim of crime, and as mentioned earlier the vision for the future service is compelling.

It was also positive to see the collaboration in the team and to hear how all team members understood the value of their work and how it relates to the overall vision, and were able to contribute ideas and suggest change.

The panel were pleased to hear that the team have already put a lot of thought into how they will measure success, and are speaking to the Performance Platform to share data in the open.

However, as detailed above there are a number of areas where the team should carry out further work, in the alpha stage, to ensure that the service is well positioned for beta development, and delivers a high quality service which will meet user needs.

Digital Service Standard criteria

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Phil Buckley

Digital Transformation Manager

Part of Digital Diplomacy

26th April 2016 London, UK

Emergency travel documents online: getting people home the complicated way

Last year I wrote a number of ‘Photo casebooks’ talking about what an emergency travel document is , and our plans to digitise the application process for an emergency travel document .

The project is still invitation only, but has now been rolled out worldwide; and at least until our legalisation online project goes live, it is unambiguously the best website the Foreign and Commonwealth Office has ever released 1 . In a series of slightly longer blogs, I’d like to tell you a little more about several aspects of the project: the challenges we have faced, the technical details, our successes, and in at least one case our failures too.

To start with I’d like to write a little about the levels of complexity we have had to deal with. We decided to do the project largely on the belief that we could offer our customers a much better experience, and that the current process was an inefficient use of our staff’s time. Our service owner Rebecca did warn us that issuing a document which allows someone entry into the UK was a complex old business – but armed with our trusty optimism, and the knowledge that the Passport Office were working on digitising the application process for a full passport , we sailed on.

A surprising amount of use cases

One of the first problems we had was that although an emergency travel document has many of its features set very strictly by international agreement, there are at least 6 valid reasons why you might need a document – these include losing your passport or having it stolen but there are more. These different cases need slightly different information to be collected and checked.

Combining these cases with what we are able to offer locally means that we had to cope with a phenomenal number of cases:

• There are 196 consulates, embassies, and high commissions around the world who can issue an emergency travel document
• Most consulates will accept online payments for your emergency travel document but others can’t for one reason or another
• Most consulates offer online appointment booking but a few don’t
• Some consulates were on a new case management system, while others were on the old. Consulates moved from the old to the new during the course of the project.

To begin with then, the website had to deal with 9 408 (6 x 196 x 2 x 2 x 2) different but perfectly valid customer journeys.

Which countries would you like to go through?

Additionally, an emergency travel document is not like a full passport: it is only valid for a single journey which is printed in the document itself, reading for example ‘Issued for a single journey to United Kingdom arriving on 17-04-2016 2 . Many of our users will simply get a direct flight home, but around half go via another country which must itself be written on the document. In fact, you can transit up to 5 countries using your Emergency travel document as long as they are all specified in it.

In order to collect this information, we needed to make a page which was usable both for people simply flying from Spain to the UK, and those who were on a cruise ship travelling home via 5 separate countries.

For a good deal of the application process we were able to look at the good work done by the Passport Office on their transaction to cancel a lost and stolen passport : we knew they had heavily user-tested their work so we had an excellent chance of it being usable for our users too. The Journey Details page was the most complex in our application however, and it had no precedents at all across government – we had to work it out ourselves.

What you see above is about draft 70: we went through several rounds of user testing just on this screen. As we tweaked and tweaked it, the feedback inched from people failing to complete the page entirely, to ‘this page is very confusing!’, to the above version where eventually we had a run of people who simply wrote ‘no problems’.

The mathematics spiral out of control a little here. Not including the UK, there are 228 different countries and territories in the world , and you could theoretically lose your passport in any of them. Therefore, this page needed to cope not only with people planning to travel from 1 of 228 places to the UK; it also needed to deal with people leaving 1 of those 228 places, transiting 1 of the 227 remaining, making a further transit of 1 of the 226 remaining – I could go on. All in all, this page copes with over 10 trillion different possible journeys. And that’s before we even get to the next question:

Yes – many people need to travel and then return to where they are on the same emergency document. They are allowed 5 transit countries on the return journey too.

I hope that gives some flavour of the challenges we faced but also how interesting the project was; I’ll write again shortly on how we dealt with the different local requirements countries have and how we try and keep up to date with countries changing their laws.

1. There isn’t much competition.

2. If you change your plans after you have got your document – too bad my friend, you have to pay for another one.

23 comments on “ Emergency travel documents online: getting people home the complicated way ”

Hi Tracey and Megan –

Apologies, this blog is run by the digital team and we can’t answer these questions.

Tracey, if you haven’t already done so, can I suggest you contact the Embassy or Consulate nearest to where your daughter is and they will be able to help? We have several offices around the USA, their details are at https://www.gov.uk/government/world/usa .

Megan – in your case, your best bet is to speak to the Consulate which issued your Emergency travel document who will be able to advise.

Sorry I can’t help more, best wishes both –

I have a emergency passport and my final travel date will be May 18. Can I fly anytime before this and land in my designated country with my approved visa or do I have to fly on may 18 specifically?

If I fly on the May 18 I will arrive to my designated country on a different date anyways due to time difference?

I need help.. my 15year old daughter is in the USA and has had her passport stolen and I have no idea how to get her home.. when she’s a minor stuck in another country.. and her visa has ran out. What do I do

Hi ThuongDaLat-

It depends on what you mean:

British citizens in Southeast Asia are able to use our system now; Other countries may have their own digital system – though I don’t know of any who do, either in SE Asia or elsewhere: I think the UK is the first.

Very happy to share our experience with anyone who wants to give it a go though!

Best wishes-

Do you think it will expand the idea in Southeast Asia? I find this idea great but it will be difficult to implement in less developed countries like Southeast Asia.

I’m afraid this blog is run by the Emergency travel documents web team – we do our best but I don’t think we can answer your question. You might do best to contact Eurostar directly?

Best wishes and sorry I can’t do more to help –

great insight. I am seeking advice please. I am British citizen with a biometric passport. I have discovered that my passport went though the washing machine and the photo is now 75% washed out.

I have a colour image of the bio page from this passport before the washing incident. I also have a fully filled in application form for replacement passport.

I am traveling to Belgium tomorrow and return on Eurostar. Will the documents above plus valid EU driving licence be acceptable? If not, what will?

John R – thanks very much for your feedback, that’s great to hear!

Tony –

If you are in the UK you can’t get an Emergency travel document – it’s better in any case to get a full validity Passport which will last for 10 years. Try from https://www.gov.uk/apply-renew-passport ?

Best wishes –

hi sir how long will take for emergency travel doucment to issued? I’m resident in uk but fornght passport expired 6 years ago ?

As a recent user of this service I am happy to confirm that it really is good and took much stress out of a horrible situation – I had my passport stolen on New Year’s Eve/early 1 Jan in Istanbul. Not mugged or anything like that – just pick pocketed in crowds in Taksim Square. Alas had to wait until 3 January to see consulate as they were taking the 2nd as holiday in accordance with UK bank hols, but the process was efficient.

I rang the emergency number, they directed me to the site, I filled in the form and received an email the next day inviting me to interview.

The big worry had been trying to deal with local police: they would not let me report the loss of my passport without having a document from the British Consulate proving I was who I said I was!

In fact in filling the form in I had to give a random police case reference number in order to satisfy the system rule and then explain in a text field what happened.

Incidentally I had no other photo ID – I don’t drive – and don’t have a photocopy of the stolen passport or a copy in Dropbox – and not even a note of the number (this is the first time ever in many years of travelling I didn’t make a copy etc – and look what happened!). But because I was able to tell the consulate – who asked in their email for any further info – things like my national insurance number in addition to when the passport had been issued and where, when I entered Turkey, travel itinerary etc., they managed to retrieve a copy of the stolen passport and everything was plain sailing from there on.

Re police report, I explained the situation and the consulate staff said ‘Sometimes the police here are not very helpful’. It was a relief that I did not need to go back to the police to get the ETD – the consulate said they would issue it that afternoon without a report.

If it had not been for the incident taking place on a Sunday, and the following day being treated as a bank holiday, I would have received the EDT within 36 hours. Very impressive.

Hi Confused, thanks for your comment.

This blog is maintained by the web team rather than by consular staff – however, with thanks to them, the best thing to do here is probably to ring the consulate and make sure that they have availability?

The telephone number will depend on whereabouts in Spain you are (we have several consulates in Spain), but if you start at https://www.gov.uk/government/world/organisations/british-embassy-madrid , there is a list of consulates near the top of the page – click on the nearest one to you, and their office number will be at the bottom of the page.

They can normally issue an ETD within 24 hours though it depends on your exact circumstances.

Thanks and best wishes –

Hi, I’m trying to find any info on how long it takes to get an appointment from the day of application. The website won’t show me appointment times until I pay. I’m due to travel in four days time from Spain to the UK for a wedding, but my passport application got delayed. I don’t want to waste the money & then find out that there are no appointments before I am due to travel. I can’t find any details to contact them either. The regular helpline didn’t have any information on ETDs.

That’s great, thanks. Going on a very long trip soon, hoping I won’t need your service but just planning for the worst! Thanks

I see that you can use the ETD through 5 countries. If I were on a big trip of say nine countries and I lost my passport in country number one, got an ETD to country number 6, could I then get a second ETD to complete the last three countries and head home?

Also, is there a time limit on how long the document lasts, for example if I were on said trip and it were to take six months and I had lost it in month one, would it be valid for my trip home five months later?

Hi Dan –

Thanks for your comment and for these tricky questions! With thanks to my FCO policy colleagues for their help here:

For your first question, an ETD is designed to allow someone to return to the UK or their country of residence – so our normal advice is that 5 countries is sufficient to get home. If you were on a longer trip, our advice would be to alter your plans or apply for a new passport and wait for it to be issued. If this is really impossible it would probably be best thing to give us a ring, and one of the team will try and work out what’s best.

For the second question, the maximum duration allowed is 9 months. This is because some countries require 6 months validity on entry.

I hope that is of use, best wishes-

Hi Williems – if you are already in the UK, you should get a full passport – there is a premium service to get a passport in 1 day: see https://www.gov.uk/get-a-passport-urgently/1-day-or-1-week-service .

Can i get a 7 days fastrack travel document if i leave in the uk and want to travel abroad for burial

as someone who recently had to use this service, i can confirm it is one of the best user interfaces i have had an interaction with. The whole end to end process works (including the people part during the appointment itself) which is such a relief for someone who is completely stressed out as a consequence of losing their passport in the first place! Thanks for this – makes a big difference.

Thank you very much sir.

Hi Andrew –

Thanks for taking the time to comment! Yes- this is a real challenge though also probably the most interesting part of the project.

The next blog will be on how we have attempted to deal with it, but always keen to know when things are and aren’t working – I’ll contact you to make sure we are getting it right for posts in America.

The “different local requirements countries have and how we try and keep up to date with countries changing their laws” will be a challenge and will probably need quite a lot of liaison with posts.

Just as an example; a lot of our customers need to use an ETD to transit through the USA, who (as you know) require a full non-immigrant visa (not an ESTA) which takes at least 3-4 days to obtain and (oddly) while there’s no minimum validity requirement to use either a full validity passport or an ETD for this, the USA visa application online questionnaire asks for 6 months validity (which we provide, as a precaution).

Not easy to include this information in a standardised process without complicating the issue massively. I’m sure there are similar issues at every post. I guess it’s just a matter assessing at which point to tell the customer – “Your issue is complicated – you need to discuss it direct with the Consulate”. The trick is to do this soon enough, so that they leave themselves time. If we don’t provide this information they tend to book an appointment they day before they are due to travel, and come unstuck!

We’re grateful that this piece of work is being done and don’t hesitate to ask us for info on local ‘glitches’ and potential pitfalls. Good luck!

Hi Ed –

Yes, applicants still have to attend an appointment in person and a Consular officer checks their application. However, applicants can now book their appointment online as part of the process, so it should be easier to organise doing this alongside any other things they need to do (getting a police report, for example). There’s another blog coming up in a fortnight or so on how we handle the data if you are interested.

Thanks for taking the time to comment – best wishes-

Excellent work, provided someone sees the customer in person and is satisfied that there is no impersonation of a British Citizen who has provided his passport details to aid unlawful entry. Is the UK Border Force content?

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Chief Inspector of Borders and Immigration examines Home Office's use of Emergency Travel Documents

New inspection report raises a number of concerns over the use of Emergency Travel Documents for the removal of foreign nationals by the Home Office

The Chief Inspector of Borders and Immigration has released an inspection report examining the Home Office's processes for obtaining and using Emergency Travel Documents (ETDs).

An ETD is a travel document issued by a foreign high commission, embassy or consulate for the purpose of removing a person from the UK who has failed to produce a valid passport.

You can read the full inspection report here .

The Chief Inspector says the Home Office was working well with some foreign embassies to obtain ETDs. However, in many cases it was not actively generating removals despite already having secured ETDs for them.

"I was concerned to find that the Home Office had not used several thousand ETDs that had already been agreed by embassies. In some instances, these agreements dated back more than ten years. Many cases were not being actively progressed, leaving individuals' immigration status unresolved. This is unacceptable," the Chief Inspector said.

The Home Office was also criticised by the Chief Inspector for having no clear picture of the scale of non-compliance by individuals, and had no effective strategy for tackling the issue. The Chief Inspector says he was surprised to find that there was no high-level strategy in place to link the ETD application process with removals priorities.

A press release listed the Chief Inspector's concerns as follows:

• management of the stock of unused ETDs was poor and this pool was not being used to generate removals. 78% of those in our sample who were in contact with the Home Office were not being actively caseworked. 15% of the sample had been granted some form of residency or leave to remain, so should not have remained in the pool;

• the Home Office was applying for too many ETDs that had little prospect of being used, rather than focusing resources on cases where re-documentation was likely to result in removal;

• there was no central monitoring of the progress of the stock of approximately 4,000 outstanding ETD applications that the Home Office manages at any given time, which had led to some applications remaining unresolved for long periods;

• the average detention time for FNOs in our sample who were classified by the Home Office as individual non-compliant was 563 days. Where the embassy was categorised by the Home Office as 'non-compliant', the average detention time was 755 days;

• supporting information that could assist in securing an ETD was not retained on a systematic basis as part of the visa application process;

• there was scope to improve interview processes and increase the use of effective ones such as detained interview schemes;

• the quality assurance process for ETD applications was not standardised and there was no audit trail, which meant the quality of ETD applications could not be assessed;

• management information on aspects of the ETD process was inadequate and did not give an accurate picture of performance, including information on how many currently removable cases would need an ETD to be concluded.

On the plus side, the Chief Inspector was pleased to find that:

• the Home Office had developed good relationships with a number of embassies, which had resulted in efficient, successful re-documentation processes;

• detained interview schemes were particularly likely to result in the swift issuance of an emergency travel document;

• Returns Liaison Officers based at British embassies overseas and specialist investigation teams played an important role in obtaining ETDs in a number of cases.

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FOI release: number of ETDs issued

Number of Emergency Travel Documents (ETDs) issued

Number of ETDs issued

PDF , 126 KB , 2 pages

This file may not be suitable for users of assistive technology.

FOI 0833-16 relates to the number of Emergency Travel Documents (ETDs) issued by UK embassies abroad in 2015

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