Yeah, this has got me riled up….. and thanks for the info “Terpe”…. And I’ve used it (if that’s ok)….
Firstly, I shot off this to the Netherlands Embassy (cc’d to VFS)
Sirs,
I appreciate that in this day and age of automated services, and the need for economies of scale, that there is a need to out-source services, but the service provided by VFS (as your visa "controller") is abysmal.
I have been trying (without success) to book a visa appointment via the VFS website since early this morning. The system will allow me to book a "business" visa appointment, but not a "tourist" appointment.
After numerous attempts I called the VFS contact number provided.
The VFS employee could tell me nothing, apart from "it's maintenance issues, and it will be restored soon". He also told me he was not in a position to confirm an appointment for me over the phone.
This is a feeble excuse..... the site problems are not a maintenance issue, and who would upgrade their IT system during a working day ?
Companies do this at night, or on a weekend.
A very, very, unhappy tourist.….
And I got a reply from a John Morley, (Manager/Operations, Joint VAC):
Dear Marc,
our apologies, it seems that our initial alloocation of appointments had become exhausted.
We have now opened up more appointments for tourism, therefore you should now be able to book your appointment.
Our apologies for any inconvenience caused,
Regards….
Now, armed with Terpe’s invaluable info, I’ve hopefully moved the stakes a little higher :
(to John Morley, cc’d Visa section Dutch Embassy, cc’d Pim Waldeck, Dutch Ambassador)
John,
I thank you for your reply, and can now confirm that the “window” to book an appointment for the Tourist visa is now open.
However, the first available slot is on 15th August… some three weeks hence. And with the processing times being quoted (by the Netherlands Embassy), this means that the visa (and travel arrangements ) will be valid some time after the 5th September !
Although I am British (born & bred), my wife is Filipina, in receipt of “Further Leave to Remain” and obviously needs a visa to travel to the Netherlands.
According to the Schengen Visa Handbook (Page 91 of the Schengen Visa Handbook, From part III which covers family members of EEA nationals.)
3.4. Processing time
The visas must be issued as soon as possible and on the basis of an accelerated procedure and the procedures put in place by Member States (with or without outsourcing) must allow to distinguish between the rights of a third country national who is a family member of an EU citizen and other third country nationals. The former must be treated more favourably than the latter.
I note that you do not have this policy in place. There is nowhere on your website where “family member of an EU citizen” can be entered BEFORE proceeding to the next available appointment page.
Is this a joint decision by yourselves and the Embassy of the Netherlands, or just an internal (VFS) decision on how VFS runs the website and appointments service ?
From the Schengen Handbook, you and/or the Netherlands Embassy appear to be contravening EU law, or at the very least, not complying with best practice.
Your comments on this would be gratefully received.
I await their replies … then I’ll also press about the fees that they charge.
