Passport Office

I went to renew my passport today. Had to stand in line up for half an hour to get registered and then got a number and had to wait to be called. It's been 3 hours later and Iam still waiting, so wait time is absolutely horrendous and the system they have in place doesn't indicate how long the wait time will be. Numbers come up randomly so nobody knows what is going on

Great location, service and staff. Issue is wait times for me exceeded 3 hours and people in the appointment line aren’t actually verified having appointments before being helped. Please don’t be that person.

I felt not listened too… I felt degraded and my daughter was in tears after we left. We went to get her passport done… and waited in the first line.the counter person let us through… we sat down down and got called up after about another 45 mins. The man at the counter we had was horrible to us. He said “where’s her other parents documents? ” I told him that her father was deceased… he said “oh. Ok well where’s the custody agreement”… I said to him. I don’t have that I never have had a custody agreement… I have his death certificate… and he said what are you talking about? You need a custody order.: : at this point I was getting upset and asked to talk to someone else but she wasn’t any better. Of course she’s going to take her coworkers side. She said the same thing… and I said listen i don’t have a custody order. I never had this issue when I got my daughters passport 5 years ago: : I said just give me my stuff back. First of all why did the first counter person let me through? Second off why were they dismissing me when I told them I don’t have custody orders? Third my child was right beside me in tears talking about her dead father and they showed no signs of compassion toward her. This is why I can’t stand going out. Always always always an issue.

Arrived at 8: 10am for 2 passport renewals - I was 11th in line. They opened at 8: 30am, and I was completely done by 9: 00am. Very friendly staff!

The wait times are long just like everything else in Canada (clinics, servicr ontario, etc) you can be waiting upto 2 hours to get out but the staff is great

Super speedy and friendly service at this location! We arrived 30 minutes prior to their opening time on Monday and it was definitely worth it. 30 minutes after they opened we had already been served and we were on our way out. The employee who helped us, James, was so friendly and helpful during the entire process! To our surprise, our passports were already printed and shipped by Wednesday and we received them in the mail today (Thursday). Never did I imagine we would have our passports in hand just 3 days after applying for them! If you are planning to apply for or renew your passport in person and you have a printer at home, I recommend filling out the application form beforehand to save time (that’s what we did). Not a big deal if you can’t as they provide copies there. Also make sure you read all of the instructions online carefully so you don’t forget to bring any necessary documents and gather information beforehand (i.e, references and/or guarantor).

Terrible place, they make you wear a mask, then they keep you closer then 2 meters and have signs posted to stay apart. I brought documentation for passports but they find something to add so you waste your time waiting for nothing. People make sure ypu bring a blood sample to prove its you.

This passport office has exceeded my expectations. On December 17th I arrived at the office around 8: 15,15 mins before the office opened at 8: 30, and I was 11th in line. Upon entering the office, everyone was friendly and helpful which was incredibly reassuring as I was applying for an adult passport for the first time on my own. 45 minutes of waiting later and I was called to a desk. My passport was accepted and I was told it would be shipped out around January 4th, approximately arriving on January 9th or somewhere around there. It is now December 29th and I have already received my passport. Very grateful for the wonderful service I received!

Was relatively quick today - 8: 30 to 10 for a passport application. Friendly staff. Marking 3 stars because The appointment booking was useless - I couldn’t make an appointment until within a certain time period of travel, and then the only appointment available was so far out it would be extra urgent application. No instructions to just try in-person, glad I did.

The best service and experience of any public service I've had. The entire team, from the Commissionaire and security team who meet you on arrival, to the flow through the service desks, each of them was friendly, polite, helpful and efficient. What a great team!
I had an appointment for 1: 30pm (I arrived at 1: 25) for a passport application and was out of the office by 2: 30, everything completed.
Thank you to all the team!

Got here 8.30 a.m. It s
Is 2p.m. And still waiting.
There is about 10 more people in front of me.it May take awhile because there is only two tellers windows opened: (
Disappointed with Passport Canada!
Shame to be Canadien!

Got in line at 12: 30pm on Monday Oct 17 for a walk in renewal (urgent), waited in line with no updates on if they would even help the people in line, so I stood there assuming by 4pm I would get taken or someone would come out and notify us that there is no reason to stay in line. After 3.5 hours of waiting, they just shut the door on everyone waiting. After months of being backed up you think they would have a better system or at least not let people waste almost 4 hours. Also around 3: 30 pm people were coming out stating they were there since 9 am. My advice go super early/book an appointment (which I tried but there was none for the next 2 weeks) or tough luck ur not getting a passport.

Got there at 8: 00 and ended up being 13th in line. By 8: 30 the line was up to around 30 people. I was at the counter at 9: 30 and out the door at 9: 45.

I did notice that there was no line ups outside when I left.

I was turned away from service canda even with an appointment because they wouldnt process my passport within the time i needed jt. Pen Centre location took me as a walk in and I was in and out within 30 minutes (two applications). Very impressed and surprised more people don’t know!

Went after 1pm, very small line (8 people) waited 5 minutes in line and then I was asked if I had proof of travel (which I did) told security guard we had applied for renewal passport 3 months ago, was given a slip of paper to give info (name/ DOB date of travel) and could leave and wait for phone call. 20 min later an employee called to verify info and we can pick up passport in 10 days:). Very pleasant experience

Came here for an urgent passport pick-up.

My experience in case it helps anyone plan their trip:
I came in at 3: 40 am and I was the first in line. By about 5: 00 am there were about 4-5 other groups in line. Between 5: 00 to 7: 00 was when most of the people showed up.

Those with appointments can just walk up to the door and the security will help them inside.

The staff were very helpful. The mall opened at around 7: 30 am and Service Canada doors opened at 8: 30 am. I was able to head out by about 9: 00 am.

Went with the whole family for the passport application. Nothing better than here, got the Fast-Smooth- Efficient service by everyone specially Kerri.
Only long wait for your turn other than it just less than 10min in the window. Thanks again!

Reached there at 1 AM, Today 18 July it was very rainy, we were standing there with our coats we 4 of us.were called in as soon as it opened. The experience was blissful and pleasant the staff was kind fast and helpful.great place.

Well today I was so impressed with the service and friendliness of the staff at this location. I arrived between 745 and 8am. Got in line. Doors opened right at 830 and I was number 17. I was out of there at 10: 18 am. All done passport will be delivered in 14 days.

Got there at 5 am and was 4th in line on a Wednesday. First person said she got there at 3: 45 am. By 6 am there were 12 people in line, by 7 am there were around 28. They handed out masks for those that didn't have them. A few early people had already mailed applications so they were pulled aside. So I was given ticket 002. Waited about 5 minutes in the office. Fast and helpful service, was done by 8: 45 and out the door. My travel wasn't for a month so they are mailing me the passport. Easy!

Update: passport arrived in a week in the mail!

Very polite employees!
Kate was so kind and polite and very supportive she went above and beyond!

Was there today got there at 5.30 am to get an early spot. When the doors open security did not allow me in because i am not travelling in the next 45 days. Meanwhile there were people there that applied 90 days ago and did not received theres yet. Does that make sence to anyone

Came here for urgent passport pickup renewal (10 business days)

I arrived at 4 am on a Friday morning and was first in line. Bring a chair and a blanket. Majority of people showed up anytime after 6.

Security opened the doors to the mall at 7: 30 am which was great for access to the washroom.

Office opened at 8: 30, I was on my way home by 8: 40. The worker was so lovely and was very helpful.

Just make sure you have everything and you’ll be set!

Was yesterday there from 5: 20 in the morning and got around noon, around 35-40 people ahead of me so if you come after 7 don't even stay because you going to be there until 4 pm and the will close the door to you. The lady inside was really nice it took 7 min for me to apply. Make sure you are within 45 business days from travel and you good. Hope this was helpful

Wish I could give zero stars. Absolute sloths work here! There are 15 desks and only 3 useless people working behind them. It’s like they go for cigarette breaks every 7 minutes. I waited over 4 hours for only 30 people in front of me. Absolutely pathetic that these sloths are getting paid for dragging their fingers over their keyboard.

We needed to get passports for our upcoming trip, and were dreading the long wait that we have been hearing would be ahead of us.

We went just after they opened, the website said we were in for a 4hour wait. We had not choice so we prepared for the wait.

We were done in 2 hours. My husband had to stop back in in the afternoon and there was NO ONE.

The woman we dealt with was friendly and helpful and I was very happy with the service!

I went to this St. Catherines location on Monday to get our passports made.

4 stars are accurate. Team there is very friendly and it's not as bad as the media makes it seem.

We wanted to get there before it opened at 8.30 however we arrived at 9. There was a line up with 26 people ahead of us. Took 1 hour and 40 minutes to get in the door and receive a ticket. At which point there were about 20 people ahead of us.

Another 1 hour 30 minutes wait.

This location is in a mall so we were able to get coffee, use the facilities etc,

The actual process was less than 10 minutes to get our work done with a super friendly staff member.

When I left around noon, there was no lineups, people arriving were going on right away.

The lesson here is don't go early and line up. Go around lunch when the morning crowd has been processed.

They need more staff, but it is the government and we all know this is the hieght of their effeiancy.

Yes the line up sucks.
Once inside staff are super nice, fast and efficient, our passport was received in time to travel. Make sure you have all you documentation and are traveling within 45 business days and you are good.

Long line. Got there 11: 20am waited till the last min of 4pm then it was closed. Have to get back another day. Maybe get there 6am or earlier.

Around 40-50 ppl in line at 6: 45am on Wednesday June 15th, come early if you want to get in before they close the doors at 4pm

Unfortunately the wait times are ridiculous everywhere out here. I arrived at 8 am and waited outside and in line until 3: 30 pm. A small group of us were then let inside where we waited approximately an additional hour (even after closing time) before our turn came up. While in line, outside office staff met and provided everyone individually with important processing information. They remained professional and patient while answering everyone’s questions. I had a friendly group of individuals who made the wait a little less painful! Be prepared for the weather on the day you go and a long wait time until these delays subside! Staff are great at this location!

Excellent experience with urgent passport service. Prompt phone calls and processing. Thank you.

Wait times are crazy but fortunately I got there early and was one of the first to go in. The lady was very friendly and processed my forms very quickly. Very orderly once inside which makes things easier too.

The absolute BEST place to get your passport urgently renewed! I went in with such an urgent situation and Frank who works there was unbelievably professional and so nice, understanding and patient with me! I am so thankful for him, he never gave attitude or was short with me, he walked me through the entire process and was able to get my request done same day for me. Trust me when I say I was a complete disaster! He even stayed later for me to help me get everything done, I just don’t have enough good things to say about this place and Frank for helping me stay so calm and get everything I needed done.