US passport delays drag on at State - July 5, 2007 Update

By PHK

Please see WV's Passport Tips for suggestions on navigating the passport issuance maze as of July 5, 2007.

Please note: we stopped accepting comments on this post as of May 16, 2007 - but comments on our June 15, 2007 "Dealing with the Passport Mess" are welcome.

One of the things the State Department has neglected in its rush to improve visa services for business travelers and students, is its treatment of Americans who need new passports or their passports renewed. I reported on the delays here on WV over a month ago once I learned about them from a friend. I had hoped that since then the State Department would have at least updated its website to reflect the realities. Yet the delays are continuing well beyond the same response times still posted. You’d think the Department could at least post accurate information on the wait-times – but it hasn’t happened yet.

As of this morning the State Department’s webpage on passport information promises 3-4 week expedited service and 10 week non-expedited although it now cautions heavier volume than usual between February and April, and advises would be applicants to expect delays from its previous promises of 2 weeks for an expedited passport and 6 weeks for non-expedited. State now also warns that just checking on the status of an application on-line will take a week for expedited service and 3-4 weeks for regular (non-expedited) service.

From what I understand, however, the reality for expedited service from start to finish is closer to six weeks. I don’t know about non-expedited but I wouldn’t bank on a 10 week turnaround.

Ways Around the Log-Jam?

1) In person appointments; 2) Congress (continue on please)

Are there ways around the log-jam? If you live in or near one of the 13 passport offices or the one Gateway City office that are scattered around the US and that accept individual appointments and issue passports on the spot (providing you come with the right documentation) you can call and make an in-person appointment. But this won't get you in the door overnight.

The Department webpage states that you should expect a wait of 14 days before you’ll be able to get such an appointment and that it now has a backlog of calls and e-mails requesting them. This is unsurprising given the mess that the over-promising/understaffing has already created and the consequent ever increasing number of irate passport-seeking-American citizens.

I understand that a personal appointment can take as little as a week’s wait. But given the Department’s current F-grade track record with non-in-person service, I’d follow the Department’s 14 day rule and even tack on several more days to get through the overloaded telephone and e-mail log jam. The telephone number is 1-877-487-2778, locations, addresses and other details are on State’s passport information website.

Years of politicization and mismanagement

Regardless, there is something very wrong with the picture. This is symptomatic of what has happened to the federal government in general. There’s been way too much downsizing and consequent elimination of trained staff, far too much contracting out as well as parceling out of federal jobs to often incompetent political hacks. In the past, this was called the spoils system. To make the US bureaucracy function, it created the professional civil and foreign services. On top of the current systemic weaknesses, too many new requirements have been piled on this weakened federal bureaucracy. Some things have to give – and passport services are clearly included.

Ballooning passport volume problems were predicted before the legislation was enacted in 2004 to require passports for Americans to travel by air to and from various points in Latin America, the Caribbean and Canada. The Department increased its passport staff by over 200 – but clearly this is not by enough.

Unfortunately, unless something changes dramatically, expect the situation to worsen next year when passports are required for the first time for land and sea travel to and from these countries as well.

Contact Congress

There is at least one other thing that an American citizen can do and that’s to contact his or her Congressional representative for help. Delay in issuing passports is a constituent issue and every member of Congress has one or more staffers dedicated to handle such complaints. A phone call from a Congressional Office can sometimes make the difference between obtaining a passport in time – or not. It's at least worth a try. In the long run, enough constituent complaints can help effect change and bring into being the better overall service needed for the common good.

In the interim, it seems to me, State should - at a minimum - change the information on its web page to reflect the current wait-time realities.

This should be a no-brainer. Why the department didn’t do this last fall when the problem first arose is beyond me. The information is more honest than when I first looked at the page over a month ago, but why it's still not right mystifies me.

In the long run, however, the administration, Congress and the American people need to realize that governmental services require sufficient trained staff to handle them properly. What makes this particular problem even more galling is that passports are “fee for service” items – like bridge tolls – and the State Department takes in a substantial amount of money for performing the service. It's no "freebie." State’s staffing, service and information need to be put right. It can't be that difficult.

Updates (3/30/07 and 4/12/07): If you're looking for advice on how to deal with a passport that hasn't arrived, we've updated with more details here and here.

Comments

[Komain S.]

I wish I had looked up the information about the delay before arranging my trip to Thailand. I needed a passport renewal and when i went in Jan. they told me it would take 2-4weeks on average, and 6weeks at most. Its been 8weeks and still havent gotten anything in the mail. I call the 877 number for hours upon hours with no success. This is complete bs.

[Michael P]

We applied 5 weeks ago for our son and paid for expedited service. We have tried for hours to get through to speak to someone; we travel in 4 weeks and have no confidence we can get a passport.

[Donna W.]

Our application went into the system on 9/06/2006 and we are still trying to get our grandsons(who we are legal guardians for) passport renewed for a trip to the UK in May 2007. Communicaton with the passport info center,via phone calls, emails, even certified letters haven't gotten recent responses. Guess we'll try the Congressional Rep. next or perhaps a camping trip to the passport office is in our future.

[Dave]

I applied 2 weeks ago for a regular passport. My trip is May 26. Decided not to take a chance and re-applied with a privat e service since the government didnt even have my application on the system, national passport.com was the service they will get it in 3-5 business days....i'm saved

[Hannah]

I applied for a passport at a passport agency. my husband and I are scheduled to leave on the 27th, and our appointment was on the 21st, and one of the officials who handled our paperworks ensured us that we would be receiving our passport by the 23rd, after we paid for over night delivery in addition to the expedited service fee. He informed us to call the 877 number if it does not arrive by then. To much of my surprise, the passport was not received, and when I called the passport agency's 877 number, they informed me that our passport would not be completed to be processed until the 26th. When I asked him if my passport if going to arrive on Tuesday, the 27th, he said that it would be a possibility. Today is the 25th, and my husband is going to go to that same passport agency to resolve this issue tomorrow. We're traveling the day after tomorrow, and I am so worried that we won't have our passports in time.

[Julie]

My family applied for passports on March 5 and paid for expedited service. On Friday, March 23 the applications had not yet been entered into the system although the State Dept. website says it would take 7 days for entry. Our trip is April 3 and I could not get an appt. (using the automated phone appt. system) at our regional agency until April 4. I contacted both my Congressman and my Senator. Both offices got back to me immediately and the caseworker from the Senator's office was extremely effective in expediting the process. With a letter of referral from the Senator, we were able to apply through the passport agency's special issuance dept. (no lines, no waiting) and receive the passports the same day. As we live in the DC area, going to the special issuance dept. in person was not a problem for us but if you are having problems, I would definitely recommend contacting your congressional representative, serving constituents is part of their job and they all have caseworkers to handle these kind of issues.

[Damian]

Applied for my 2 year old son March 6 for Apr 23 departure. Paid for expedited processing and promised passport in 4 weeks. My check was not even cashed until Apr 2. I started calling 4-5 times a day. Average hold time 45 minutes, after which I was hung up on at least half the time. When I was able to speak to a human, there was nothing they could do except sympathize with my plight. They suggested I call automated system to get an in-person appointment. After numerous tries and hang ups, I succeeded in connecting with automated system on the 14th day prior to my departure. Guess what? EACH AND EVERY morning and afternoon appointment was taken through the date of my departure. So now my family is screwed out of the better part of a $3,000 NONREFUNDABLE airfare. I know, silly me for trusting the government to get my 2 year old a passport within eight weeks after paying for expedited service. Faxed and emailed my congressman today for assistance. Will post the results, if any.

[Damian]

Kudos to my congressman, Pete Stark, for saving my family's vacation. Within 48 hours of my sending his office an email plea for help, my son's passport was OVERNIGHTED to us by Passport Services. I hope that everyone's congressman is as equally helpful and responsive as Pete. I am still utterly pissed off at Passport Services for the worry and wasted time they put my family through. Too bad they are not directly accountable to the voters. Shame on them

[PHK]

Damian: Many thanks for letting us know your experience - and the outcome. Kudos to Pete Stark and his staffers. It shouldn't have to be that way. Maybe if enough angry voters put pressure on Congress the State Department will 1) request enough emergency funding - and positions to handle the increased load; 2) Congress will approve the funding; and 3) the President won't veto it. I agree: this is ridiculous.

[TG]

We contacted our Senators, but have not heard back. Has anyone tried contacting the Deputy Assistant for Passport Services out of the State Department? Did everyone who posted above miss their flights (except for those who indicated their success)? We have also tried making an appointment, but of course, there are none. Did anyone try the WILL CALL route and get success? We applied over 11 weeks ago. The lack of accountability is absolutely frustrating, not to mention the so called "online tracking system" of your passport that just says that your application is in process. How incredibly vague. When you call the NPIC they tell you that the tracking system will update when your passport is mailed. Is that true? This is so unbelievable. I wish we could make someone accountable...

[PHK]

TG: I can't answer for the people who have posted their experiences here. - but 1) did the online tracking service give you a number for your application? With that number a Congressional staffer can call the passport agency and get them to move your passport faster - without it, it means an emergency appointment and you'll need to bring the various documents listed in my 4/12/07 post. 2) If your Senators are being unhelpful have you tried your Congressperson - I'd try their District Office not their Capitol Hill one. I think you're the first person we've heard from who has not received terrific help from a Congressional staffer. They seem to be the only people capable of cutting through the morass. Let us know what happens. And good luck. I agree: It should not be this way.

[TG]

PHK: Thank you for the tips. I sent a new email to my Congressional Rep and Senators with the the application number. We will go directly to their regional offices tomorrow and make our case. I will post the results.

[TG]

To follow up on my previous post dated 4/22/07. Indeed contact your Congressional Representative. We heard back from our representative (Rob Bishop) as well as someone from Senator Bennett's office. They are prepared to act on your behalf. We are feeling better today. I will also mention that I tried calling the Dept of State this morning to speak with Ann Barrett (the head of U.S. Passports as Frank Moss has retired). Unfortunately, Ann's assistant hung up on me when she realized that I was calling to get some answers. It was worth a shot.

[Jason]

I, too, wish I had looked up the information about the delay before planning my trip to Thailand (I'm leaving on May 26, 2007 and my airplane tickets & hotel rooms have been paid). I mailed my renewal application on Feb 29, 2007 but did not expedite it. My application has been processed according to the U.S Passport webpage, but I have not yet received my new passport. I've been calling the 877 number for several days to no avail. Though I still have 3 more weeks before the trip, but I'm worried I might miss my vacation. Should I contact my Congress office? If yes, could anyone show me how to obtain my Congress representatives information? (I live in San Francisco.) Thanks.

[patricia kushlis]

Jason: If you do not have your new passport back 14 days before your departure call your Congressional District Office immediately and ask for help. With the tracking number, they can help dislodge the passport. Your representative is likely to be Nancy Pelosi who is also Speaker of the House of Representatives. Not a bad person to have on your side.

[Robin]

I filled out an application 10-weeks out. As advised by State, I start calling 2-weeks out and all is well...passport being flagged call back 4-days prior to travel. Call back and are told there is an issue, but nobody can seem to explain any further. Call back and wait another 5-8 hours on the phone the next day....no real answers other than "we are sending you a letter." 2-days out and they say...the incorrect form was filled out, so expect another several weeks after we send you a letter and you respond. So I ask if I am going to get my money back from the check they cashed, as well as my documents I sent in...answer: Not unless you send an official request. Bottom line: They suck and my my family is out $2.5K for for an error that could and should have been caught and corrected weeks ago. If they told me the worng paperwork was submitted 8-weeks ago when they cashed my check or even 2-3 weeks out...I'd have expedited and be on my way to vacation. Oh yeah, I can go to the DC passport office, but...you can't get an appointment on short notice an no walk ins. Travel day supposed to be 5 May...this definetly is disappointing.

[Jason]

Hi Patricia: Thanks for the tips. I've found Nancy Pelosi's webpage and will email her on Monday.

[patricia kushlis]

Robin: This is probably too late for this time - I've been at any number of meetings etc. and away from the computer - but I learned recently that there is a private agency next door to the passport agency in DC which can expedite passports for a princely sum. I don't know precisely what they can - or can't do - but you may want to check it out - I think they can do a passport renewal in 48 hrs.

[J Sheridian]

I am in the same boat. Applied for expedited passport at the local post office on April 4 expecting the passport in a couple of weeks - it hasnt even shown up in the online system. I will have to cancel my vacation to Australia (air fare, hotels) - I wonder who is going to compensate me for the charges? This is incredibly bad service.

[Kathy L.]

I thought I would write about a positive experience I had. I applied for my passport 12 weeks out from my vacation date. I hadn't seen anything after 10 weeks and I hadn't asked for it to be expedited so I got a little nervous. It took a while to get through the 1-877 number, but I eventually did and told them I was leaving on my honeymoon in two weeks. I received the passport a week later and they even sent my fiance's passport with it. I made sure to be very thorough and mention my fiance's passport in the initial conversation, but I'd say it's impressive that they were able to fullfill the many requests of a stressed-out bride.

[DDriver]

We went the normal non expedited route in feb of 07 and now we are working on week 12 and the site still says "processing". We don't until June 14th but I'm starting to get a little scared. It's for my 16 month old daughter and I think it's just plain retarded for her to even have one. Thank god I got mine in 2004.

[DDriver]

I managed to get someone on the phone who said they would mark our passport as "expedited" and I asked him if I should still contact my congressman regarding the issue and he replied "yes". Not very encouraging for a person who said they would overnight our passport at no additional cost. Also I called 15 minutes before and they told me the system would be down for an hour. I have a feeling I was being lied to.

[Mayra]

After 10 weeks of summiting the application my daughter's passport hasn't been received. My trip to Rome for a Mediterranean Cruise leaves on May 20 and it's fully paid. I am afraid that my daughter and I will loose the money if we don't get that passport on time. I live in Dallas, Texas and I made an appointment at the Houston Passport Regional office for next Thursday May 17 and I am wondering if it's true that if we show the evidence of our trip they will give us a passport on the spot.

Thanks a lot for your replies and I hope everyone can make their trips with no problems.
Mayra

[DDriver]

Hello Mayra, when did you first make an appointment and was there a delay in doing so? I live in Texarkana, TX and the drive to Houston seems extreme but it beats losing our airfaire I suppose. We paid 6 months in advance for our tickets. OUr trip is June 14th and I Was wondering when I should make an appointment in Houston?

[PHK]

Mayra: I believe you will get a passport on the spot. Please, however, be sure you have the appropriate documents and if your daughter is a minor that you have her father's signature on the forms. Please see our other posts on what you need to bring with you.
Congrats on getting the appointment. Many times Congressional District Offices can help with an in person appointment.

DDriver: I think that you can only make an emergency appointment within two weeks of travel - in the event the passport has not been received. If you have a tracking number, a Congressional staffer can help expedite the issuance of your passport so that it will be issued in time. Without the tracking number, however, you will definitely need the emergency appointment. If you have not received the passport, call your Congressional District Office two weeks before you plan to depart and ask for help in obtaining an appointment.