National Passport ServiceReviews of nationalpassportservice.com

I do NOT give this place one star.....but there's no negative star option. This government agency is a complete joke. I am so disappointed in and embarrassed for this agency. More than 3 months waiting for my mom's passport. She's never traveled outside the country......we finally book a cruise for her 80th BIRTHDAY....and she will now not be able to attend. I paid for expedited....the idiot never processed it as expedited. I have spent over 28 hours on hold with this ridiculous place over a two week span. THIS IS NOT OK FEDERAL GOVERNMENT!!! NOT OK!!!!

If I had the opportunity to give a 0 ⭐ I would have done it. I applied for my son passport renewal on the 2nd of Mai and my trip was scheduled for July the 18th. My son's passport never arrived never even though it was supposed to be expedited. I am trying to reschedule the trip and just asking the people who are answering to the calls to reschedule me to go to emergency passport office, but, aside for a couple of them who tried to help, most of them were rude, and condescending. No telephone etiquette at all. I have never been through something like that before. I felt humiliated. I was as if I was begging for some money. Now, I will be losing $ 3000 because the airline will only reimburse half of the tickets prices and I will also be missing my sister's wedding.

I initially called within 14 days of my travel date. I was on hold for 5 hours, literally,. Then when they finally got on the line, they asked for my locator number, then said that I need to monitor their website and if we dont receive them in a few days to call back. So I called back at 5am California time and waited for 1 hour to get an appt, the only appt available was the same day at 10:30am in El Paso, Texas. It was the only available appt in the country. My travel date is a few days away and we expedited and over nighted our passports. Their wntire system needs an overhaul, they have a completely out dated platform. Our only options are to push back our trip , thankfully we have trip insurance.

So I'm currently on hold now but I call the national passport number and the wait time is over an hour after getting wait time down to under 30 minutes I was offered to press 1 to get a call back just for the recording to say sorry we can't give you a call back at this time and told me to continue to hold and changed my wait time to over an hour again like I just called them and haven't been on hold for 30 minutes already why why why this is what makes people hate our own country I just don't understand and last time I called them I was on hold for 1 hour and my issue was "addressed" and off the phone with me in 6 minutes so how on earth is it over an hour wait time every single time and this has been years now why is the government so adamant on destroying everyone mental health 💔 😔 😢 Edit***** after 1 and a half hours on the phone and she couldn't even tell me if they received my information they asked me for I have to wait 5 day to call back just to sit on hold for another hour WONDERFUL WORLD WE LIVE IN WHERE THE GOVERNMENT CANT TELL YOU ANYTHING THANKS ALOT!!!!

The 3 staff members who helped me today 5/04/23 were the most amazing, helpful people ever ❤️❤️❤️❤️❤️❤️❤️❤️❤️

I am traveling in 16 days, and applied for my passport back on 1/13/23. It got a bit delayed due to a payment issue out of my control, but I dont know when it's supposed to arrive. I called 60+ times over the course of a few days, only to get a busy signal every single time. Finally I got through to the automated system in the evening yesterday. I waited on hold for 4 hours, only to be told very rudely that the only option is to pay $60 to request to expedite the passport, but it could still take up 27 business days to finish processing and *then* get mailed, and it wouldn't be any different even if we called within the 14 days, which she said would be on Thursday, not today. The lady got really rude and condescending with us when we were asking questions and trying to find out what our options are for making sure that I have a passport and don't have to cancel the trip, and then she hung up on us when we weren't even done talking to her. So even if we had decided that we wanted to submit a request to expedite it last night, we wouldn't have been able to because she hung up on us before we had the chance to. I get that they're overwhelmed and having to deal with a ton of calls, and I feel for them, but that's no excuse to be a jerk and get angry and rude/condescending with customers who are merely asking questions to figure out their options and clarify what she was telling us. We weren't getting upset with her, until a little towards the end as she got more and more rude, but even then we didn't really raise our voices and didn't yell at her or anything. She was the one getting angry and acting unprofessionally while we were trying to get her to calm down and listen to our questions.

Not sure why they don’t have negative stars….let’s recap! Customer waits on hold for two hours… Extra helpful worker: hi, how can I help Customer: waited 3 mo this for an online renewal with your speedy government website Extra helpful worker: what’s your application number…. Customer: oh thank goodness, some actual help, here it is Extra helpful worker: ok let me get you someone else that can help(put on hold) Customer: 10 minutes on hold….your wait time is 2-1/2 hours…. Huh Great job government! And Scott!

One of the worst service I ever seen in my life.I applied for a new passport for my new born on Sep 30, 2022 in a nearby post office. Till date (Mar 09, 2023) I have not received the passport. I was raised in a developing nation with huge populations than here, still the passport service for their citizens are very streamline, prompt and well informed. The people who are working in the nation passport center are du**t one, just to read the information available on their website. Instead of these humans, IVRS would do a better job.