Canadian Passport Office - Service Canada?

My passport is still valid for another two years.  I hear the stories of people who are trying to get their passports in Canada and I can't understand how our system has failed us.  Perhaps the passport employees were moved to another area during COVID as the in person offices were closed.  I know people let their passports expire but what's going on is unacceptable!

Here is a story, copied from Twitter from someone's horror story in getting a passport for a scheduled trip.  Because it was already on social media, I thought it was okay to share:

Thought I’d share my passport replacement experience as there seems to be a lot of anxiety and confusion out there in Metro Vancouver. Like many people I needed a new Canadian passport after mine sustained water damage and was unusable.

In mid April I was advised to mail in or apply in person at Service Canada if I had travel later than 25 business days. I applied in person and paid $160 on April 21st and was advised I would have my passport by May 26th.

May 26th came and went, so I called in and miraculously got through to an agent. After being on hold for 45 minutes I was told that my application hadn’t been processed yet and my file would be transferred to the Vancouver office and I would “maybe” receive a call within 48hrs.

48hrs came and went with no call. On June 8th I, like many other desperately seeking passport I set up camp in front of Sinclair Centre at 9:30pm. When I arrived I was 9th in line. I made friends, shared stories and looked after my fellow line mates as we embraced the experience.

By 3am over 50 people were in line as it stretched around the corner down Granville Street. Numerous people were selling spots for up to $500 so it was difficult to determine how many people were actually there for a passport themselves. By 530am there were over 100 people.

After an uneventful sleepless night of watching movies and sharing stories, security opened the doors at 6am and let us all in to the atrium in-front of the @PassportCan  office. The line snaked through the lobby as more and more people showed up.

Between 6 and 8am probably another 100 people joined the line, some taking over spots they had paid line holders to secure.

At 830am the office opened and security came out and advised everyone that only 50 walk-ins would be seen today. By this point the line was easily over 200 people long. By 845am I was inside the office and had my documents including proof of travel reviewed.

At 930am I was seen by a passport agent named “Cliff” whom was amazing and apologetic for the situation. I again had my documents reviewed and had to pay $270 for a new application. By this point I didn’t care so I happily paid.

By this time Cliff and I were buds so he gave me advice on how to seek a refund for my original application which by now was probably on its way to Mars. I was given a pickup slip and told to come back at 11am on June 10th for my passport.

Today at 11am I went back to the passport office walking past probably another 150 people waiting, knowing they likely wouldn’t get in today and would need to endure the overnight experience to get their valuable document.

Long story short, after re-attending 4 hrs later at 3pm I got my passport.

This isn’t meant to criticize anyone, it’s more educational. Everyone was polite, I didn’t see a single person losing it. Given the situation that’s incredible. Staff were friendly, professional and sympathetic but obviously limited in capabilities as only 4/20+ desks were open.

My advice to anyone needing a passport is do your research, plan your strategy and stay cool. The last two years made people tired, it’s gonna get better but it’ll take some time. Good luck to everyone, if I can do it anyone can.

After I read this story, I was impressed at his attitude. A true Canadian and a gentleman!