"I was able to get an appointment on the first try."
"Get appointment confirmation and travel itinerary (these are a must)."
"Gave a call on May 23rd for an urgent passport renewal. They’ve assigned an appointment for me the day OF my flight and that’s totally fine."
"I got through immediately and was given the first time slot the day of my flight in NYC, which was ideal all things considered."
"I called 8 am on the day I was told to call 2 weeks before my flight and was on hold for less than a minute, got an appointment 9:30 am on the day before my flight."
"If you keep calling they do get cancellations."
Cons:
"Applied for my son’s passport twice, submitted the documents a year and half ago, no passport."
"I was told no one without an appointment could even enter the building."
"DO NOT SHOW UP without an appointment."
"One rep on the call told me that there were no appointments at any of the 26 offices around the country."
"I called 5 days before my flight and they said there are no appointments available near by."
"We call multiple times a day to try to catch a cancellation, with no luck."
"It’s ridiculous that you have to call everyday at every minute for an appointment but all you get is Buffalo NY. Seattle Washington, Puerto Rico because this agency is always booked."
Staff and Service
Pros:
"This woman was so wonderful and a literal angel sent."
"Everyone that works there is very nice and helpful."
"Absolutely wonderful experience here with Soncereia (beautiful name). She was so patient and kind."
"The staff are all patient and kind."
"All the people who work here are so helpful and deserve a raise (lol)"
"The staff is so extremely friendly and accommodating and will do their best to get you your passport as quickly as possible."
"Everyone was professional and kind even when faced with some upset, frustrated people."
Cons:
"Getting into the building was terrible! You have to stand outside until your appointment's time!"
"You will wait outside for good 30 minutes even if only picking up the security in the front are nasty no respect and very rude."
"Agents at will call were generally dismissive."
"Very slow processing at this office."
"The New York passport agency l rate it a 1 they’re customer service is the worst to even call."
"Horrible customer service. I requested my passport on March 2023 expedited process. My father past away in May 2023 and NO one could assist me with an urgent request."
"The attitude of the staffs are cold and terrible, especially the passport issuing staff."
Facility and Accessibility
Pros:
"The process was so smooth and on time."
"The process was swift, the folks were extremely nice."
"So as of 7/20, this is how they were doing it and it was very organized, just tedious."
"The organization was impressive!"
"This place proves that a Government agency in its own way can provide good customer service as well as meet the objective to provide passport in the same day."
"This is how all public services should be run!"
"They work efficiently, methodically, and nicely."
Cons:
"First thing there is no ramp for strollers... Then the bathroom has no proper nursing area for babies."
"The passport agency has really gone downhill since last year."
"The security guards out front were strict (rightfully so) but very kind and kept things well organized."
"The security guards are the most inhumane people, one guard was rude to a person hard of hearing and did not care to see her translator."
"There is NO SHADE, so bring a hat."
"There is line outside that lets people in with appointments and if you need to pick up your passport you have to wait to show your receipt to a security guard that comes out every 10 minutes or so, not very organized location."
"If you are a parent bringing your child with you to the nyc passport office please be aware they will not let you bring in ANY food/snacks."