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National Passport Service is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 3.4 out of 5 stars. Last reviewed December 5, 2025.
The service at the beginning was fine, I got my passport but my certificate of nationalization was lost. The national pass... management never gave me a solution and now I have to apply for a new certificate and pay almost $500. I found their response to this issue to be quite insensitive.
Happy customer been using this private expeditors for couple years now i am happy with the service.
They fk'd up my passport photo and somehow blamed me for it?? It looks like i have NO FACE except for two eyes and a mouth in the picture and my skin is BRIGHT yellow. How tf is that MY fault, you're the one that scanned it in! The picture I sent looks NOTHING like that. Was told I had to pay the $200 it takes to renew. Get fk'd. Called customer service and they basically told me it is what it is and they couldn't pull up the picture and theres no way to transfer me to someone who made the decision. What a scam.
Today I met with the Controller Mr Diumith Rohana and explained I had an urgent visit to Luxembourg and needed to get a passport. I was amazed at the ‘Can do attitude ‘ of the controller who first listened and moved into action . I was given the assurance that I will have the passport in time. His Team member Charith was also very helpful. I want to congratulate the Dept of Immigration for having such Professional and dynamic leaders. Congratulations Dr Ravi Fernando Board of Management PIM6th June 2024
This agency is so bureaucratic that you can't get anything done. I submitted a passport renewal application. They said I didn't submit my old passport card (I never received a card, but did send in the old passport). Now I need to reapply, but that is hard to do at a local office. Total incompetence!
I tried to renew kids passport online. It was very difficult to get photos right but in the end unfortunately I need to do a second lot of photos to get signed by guard and I failed even using the one's I did on first part So I got paper applications and bought photos and posted them I then received an email saying we don't accept paper I imagine they ment won't accept paper if stated online I was also informed the death cert I cent for my late husband was a copy and not accept even though I had already sent death certificate and affidavit on last renewal. So I now had no choice only to cancel and start again and as online didn't work for me it was going to be paper I ask when the photos and cert would be returned and was informed 30 days so I waited 60 days to be told they don't return them. I did application from scratch bearing in mind I paid 18euro for photos they dumped and 16euro to post I then had to get another death cert plus 2 more birth certs I was unsure if they would accept the certs that had been stamped already an affidavit had to be done and just for good measure the passport was now gone up by 5euro per child. I really needed them back by 25 February but it was showing march 6 on the trace. I asked if was possible to receive any sooner inlight of the fact they let me waiting for stuff that was never coming back 75 euro charge disgusting. Any company that miss informed someone would show compassion Not the passport office
Called in the 3 months time they said it would take due to back up. They said that they already mailed it although I never received it and check. my mail evey day, gave me no proof of delivery or the address they sent it to, and told me that because it was now 90 days I'd have to re-apply and pay 100's of dollars again. Re-applied with the Rush my Passport, and months later got a letter saying that I needed to include my last passport, which I did on my first application. Called them and told them they have it and they said they couldn't retrieve it so I'd have to fill our more paperwork and pay more money to file without my old passport. What I wanted to believe was a government who actually hired people that were proud to serve the citizens who pay them has been lost on me. What in the world are you guys doing over there? Get it together. Still don't have my passport 8 months later.
Would give negative star if I could. I got my passport on Tuesday but it took CALLING MY CONGRESSMAN AND MAKING A CASE for it to arrive on time. Called the passport center within the 5 day time period as they force you to do if you’ve already applied. NO APPTS IN THE ENTIRE COUNTRY!!! It’s ridiculous. I feel for those who say they couldn’t get theirs in time. My biggest advice to help: do it early, or, if those fools don’t help- try to get your Congressmember to step in. Within a day of my congressman’s office filing with them, they got it to me. The customer service is horrid. They put you on hold for HOURS and when I ask to be transferred, I either get put on hold for another ridiculous amount of time, or, they HANG UP THE PHONE. The supervisors are useless. Seriously, do this 6 months or a year before if you had the chance, there’s no relying on them. (Paid for expedited service and 1 day shipping). A failure of the federal government and true show of the bureaucratic mess.
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 helpCustomer: waited 3 mo this for an online renewal with your speedy government websiteExtra helpful worker: what’s your application number….Customer: oh thank goodness, some actual help, here it isExtra 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….HuhGreat 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.
What a joke!! I have no idea why they even have people working there. They can't give you ANY information or help you in the slightest. My mother's passport app was received on Jan 12th. It's been "in process" since then. I called to check on the status and they told me to call back on Feb 27th and they could schedule an appointment for my mother to go into an office to have it expedited. Well, my mother called the passport office today and they still wouldn't help her. The rep told her that there are no available appointments in her area. She can drive to Miami (which is 300 miles away) or she can go to Detroit. WHAT?!? They are advising a 76yr old woman to either drive 300 miles or hop on a plane. This is sickening. My mother is leaving on March 12th and I don't think she will have her passport on time. What a royal waste of time!
They Should add MINUS START to this Survey We would give -10 Start to Stupid US Passport Employees !! They are the most disqualified, Du....m, Laziest, & Careless "Creatures" cannot call them humans.. It is too nice .. All because there are ZERO Quality Control Nor ANY Escalation or complain process SHAME ON YOU GOVERMENT !!!!
Lady answered the phone and kept asking me questions and when I answered her and told her what happened with my passport that was sent with an error she told me she didn’t ask that and she was being so rude, I waited 2 hours on the phone until someone Answered and then she answered so rudely after she didn’t find appointment she hang up. What kind of customer service is that? Waited so long for someone to be so rude this si frustrating because they don’t help and on top of that are disrespectful.
Absolutely atrocious service. Passport was sent back incorrect twice. Made an appointment at passport office in DC. Waited over an hour after traveling 3 hrs to get there. Was then told to wait another 4 hrs for my passport. The woman next to me was sobbing because of the service she received. It's a disaster and poorly organized with no correct information for the public.
According to TrustPlane, National Passport Service has a 3.4/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/nationalpassportservice-com
