Source · Select Committees · Foreign Affairs Committee
Recommendation 12
12
Paragraph: 33
Automated answerphone messages told travellers around the world that our embassies and consulates were closed.
Conclusion
Automated answerphone messages told travellers around the world that our embassies and consulates were closed. It is extraordinary that the FCO had no control over the answerphone messages of its own embassies. This oversight prevented many from accessing the advice and support that they needed. The FCO should make it an immediate priority to ensure that these answerphone messages can be controlled centrally.
Paragraph Reference:
33
Government Response
Acknowledged
HM Government
Acknowledged
The FCDO is responsible for communicating necessary information about foreign travel, but we learnt from feedback early in the crisis that we needed to do more to support other government departments give information about what to expect on arrival in the UK. We heard that many had concerns about the information they received about health entry requirements and the situation in the UK, and we acted quickly to address these. We worked closely with other government departments, partners and devolved administrations to ensure that we were clearly signposting to all relevant information on returning to the UK. Gov.uk content was constantly updated in line with relevant changes, and essential information was included in customer emails from CTM. We also worked closely with CTM to ensure that there was a clear process on flight forms explaining the situation and next steps that travellers needed to follow. Since then, new statutory obligations have been introduced which now require the travel industry and airlines to provide appropriate information to passengers regarding current public health rules and the situation on arrival to the UK.