Clare R.
Timeline is Misleading, 2 Business Days = Over a Week
I understand they are quite busy and it's a crazy season, there just needs to be more transparency into what their purchased timeframes actually mean. I selected "Next Day" which is advertised as two business days. I submitted on Monday, expecting that two business days would mean I receive my passport renewal Wednesday, or worst case Thursday. Certainly within the week, as I also had to get my visa. I called on Monday and they indicated first thing in the morning someone would provide a shipping label. Called 4 times on Tuesday to ask on the status of the shipping label, even had a promise that the head of the Scheduling department would get it to me by end of day. At 7 pm I called to ask for the status and they said it was a 50/50 chance they would get it to me by even the end of Wednesday. I asked how they planned to hit two business day turnaround when two business days would have passed before they had even received my documents. They said their timeline does not begin until they receive the documents- so really it could be a week or more until they generate a shipping label, it's only 2 business days after they've received the materials that they can turn it around. So 3 business days from when you submit. For those in a crunch, particularly with pre-planned travel, that doesn't do much. I essentially am paying $500 for someone to go into an office for me, with no change in the pace of my passport renewal. Update: Received after 4 business days & into the weekend, missed flight.