Agree with you both, but it does IMHO underline the excessive cumbersomeness and awkwardness of the procedures to which we Brits are subject at passport renewal time, when compared to other Western nations. From what I can gather from various reports on here over the years, nationals of no other Western country are subject to similarly cumbersome and awkward passport renewal procedures which require the services of an agent (at a not insignificant cost of around 5,000 THB, by the way) in order to make reasonably tolerable.