Things to know when submitting for a new passport or for your passport renewal at this location. 1. If you intend on lining up in the morning, note that there is a correct place to line up and a wrong place to line up. The lineup typically starts around 6:00 a.m. and the correct place to line up is outside. See photo attached. Even if the mall is open and there is a line inside that is the wrong place to line up and by 8:00 a.m. those people will be asked to go outside and join the queue. 2. If you have your paperwork ready and will be paying by credit card, you will be in a faster line. 3. If you are renewing your passport, there is likely no need to show up at 6:00 a.m. to be at the front of the renewal line. 4. At 8:00 a.m. they split the lineup into two groups. An expedited renewal line of people renewing their passports and paying by credit card. And a new passport line and those paying with debit. Don't ask why. This is just the process. 5. There is third line at opening for people who are picking up their passports. Typically there is no need to line up before opening to pick up your passport. The staff were amazing in keeping people organized and letting people know what is happening. They open by 8:30 a.m. but typically a staff member will be coordinating lineups starting around 8:00 a.m.

I went there today to get an expedited passport. If you need a same day passport, please get there by 6am and join the lineup. Here is a timeline of my experience as a tool to help others.. 3am - I arrived and parked along side about five other vehicles. It appeared no one wanted to start a line yet cause it was too cold outside. 5am - More people showed up ready to wait in line. Everyone got out of their cars and somehow we all lined up in order of arrival. It was very Canadian and everyone was polite. At this time there were maybe 20 people in line. 6am - the security guard came over and made us move to another location that was not on mall property (no loitering) so we moved. There were maybe 50-60 people in line now. 730am - they moved the line back near the entrance and separated us into two lines. By now there were about 100 people in line. 830am - one line went in immediately and then within minutes the other line was moved inside. 840am - I was inside the center and was at a help desk, given a number. 845am - my number was called and a lady helped with my urgent passport request. 9am - She was done and I was allowed to leave. When I left there was only a short line directly outside, so most people had been allowed in and were being helped. There were no more people waiting outside the mall. Overall, everyone was very calm and friendly. The whole experience is a little ridiculous and I wish we didn't have to arrive so early in order to leave in a reasonable amount of time.

Went there at 6AM and had 17 people in front of me, if you want to be in the first group of 24 get there before 630 or 7am. By 800am there were almost 100s in the line up. Be patient and wear warm very warm, gloves , boots whatever you can you won’t regret trust me. Some staffs will come out and greet us by giving everyone a number. We were in the mall by 810am and waited in another room before escorted to the main office. The staffs are helpful and courteous except the short security guard a bit feisty. Lol Good luck and stay warm. Oh yes bring a lawn chair too plus hot drinks but don’t drink too much liquids you know what I mean. Now I just have to wait 2 weeks for our passports.

Truly the worst run place I've ever seen. I was unable to make an appointment because they would never reply to calls to confirm an appointment, and I'm ina hurry. I arrived 2.5 hours before the service center opened and forced to wait outside in the cold for 2.5 hours. Guys at the front waited from 4am. At least some of the people waiting were nice. Gave out coffee free while we were outside (other waiters, not staff) At 11am I'm inside waiting for another 1.5 hours so far. There is 2, yes 2 staff working. Lineups like crazy with people OBVIOUSLY not going to make it in. No organization, no one cares either.

I requested a transfer to the Surrey Passport Office on May 17 via the 1-800 line and I received a call from Nav from the Surrey Passport Office on May 20th to fax proof of travel (just a fake “airplane ticket” that I “want to book”) I faxed the proof of travel for June 1st ASAP at a Canada Post office after the phone call and after that I received no call back. As my travelling date was approaching I called them and they said that they’re processing my application and I would receive a call back on the 27th, 30th or 31st of May to pickup my passport. I was relieved, but with my “travel date” approaching I still didn’t receive a call back to pickup my passport. On June 1st, the day I was supposed to “travel” I called them again and I said my passport receiving officer name Nav to the call taker to expedite my application (you must say the PRA’s name if you want to get it expedited, I didn’t say his name before, that’s why my application wasn’t being processed) The call taker said “ok, I will transfer your words to him” and within an hour I got a phone call from a very nice, kind, warm-hearted, compassionate and sympathetic passport receiving officer named Alice, and she told me that unfortunately they still haven’t received my transfer request. I asked why and she says it’s because there are too many transfer requests coming out east, and she says they cannot predict how long a transfer request takes. She said that if I come in with a second application with new passport photos she would waive the urgent processing fee and the $45 transfer fee and that I won’t need to show new proof of travel. I was beyond happy and grateful, and I thanked her for going above and beyond in assisting me and for working hard during these difficult circumstances. I came in the next morning on June 2nd at 8 am, and the office opens at 8:30. I said to the security guard that Alice called me, and she told me to go to the pre-screening line. I was checked in, handed in my second passport application, gave me a green slip stating to pickup the passport tomorrow (June 3rd) at 2:30 pm and by 9:30 am I was out the door. Out of 20 booths 18 were opened that morning (before it was only 3) Alice was very enthusiastic, compassionate and sympathetic with me! And I got my new passport the next day in no time, and they charged my CC the $20 pickup fee electronically. Thank you Alice for going above and beyond for helping me in expediting my passport and for waiving all fees! Best of luck to everyone getting your new passport! (PS, if you want to have a passport but don’t want to book a flight, just show any “airplane ticket” without payment confirmation as proof of travel and you will get your passport the day before your “flight”)

Since these reviews were helpful to me in figuring what to do with my son’s passport renewal I thought I would add my experience today. I was just dropping off the application for pick up in 2 weeks so all was straightforward. I arrived in the line up outside in the parking lot at 10 am and was done at 3pm. I recommend bringing enough water if it’s hot and if you have a lunch or snack to eat in the outside line because they don’t allow food inside the office itself. Line was 2.5 hours outside and 2.5 inside. It’s not a lot of shade. I suspect arriving around noon may be okay still. The line dwindled through the day. The service was nice enough given how busy they all are.

Line up starts about 5 AM in parking lot (at Best Buy door). If you come that time, bring a seat and warm clothes with you. Don’t confuse the line with clinic lineup. If you come at 8 AM expect to have about 40-50 people in front of you. Security helps with line up organization. Office staff will show up to provide some information about the process at 8 AM ish. They will direct people to office at 8:30 ish. Mask will be required in the office and only the main applicant can go in. The first batch of line will go directly to the office and the rest will be asked to wait in lobby area in second floor, and they will call to go to main office in ground floor based on your ticket number. If you are in first 30 people in line you can expect to be done by 10-11AM and pickup passport the next day. Yes the process designed super dumb and just to waste people time. Staff are very nice and have good energy. This location offers Urgent, express and normal processing and can print passport the same day.

Worst experience of my life. 9 hours for express pick up??? For the application that was submitted a week ago? This is ridiculous. No one was telling what’s going on. I submitted my application last week(July 8) at Surrey Office and they charged me $50 extra for express pickup for July 15@2PM. When I went to pick my passport on the day, I came to know that passport isn’t printed yet. There were ~150 people waiting for same. They started handing over batch of 10 passports every 45 mins. They took 9 hours(yes, you heard it right,9 hours) to give me passport for express pick up. I got my passport at 10:30PM that too in parking lot as they’re not allowed to have customers at premises after 9:00PM. Very bad experience. They should have proper procedure.

What a complete nightmare! The whole passport system is chaos and no one knows what’s going on. I applied back on March 7 and my daughters passport was suppose to arrive on April 10 and the Service Canada agent told me no problem to get it for that date. I even told him why don’t you take my travel confirmation but he said not to worry. Well then in April the backlog started and no passport so I called and called 1800 line and they said nothing has been done and to call back closer to the travel date. I called 10 days before our travel (flights etc all booked in March when I applied and advised “no problem”) and they said they would transfer the file to Surrey and that an agent from Surrey would call 4 days before the travel date to confirm our itinerary. I got a call on the Monday and he said I had to fax the documents, yes fax! Who faxes in 2022??? Anyway I rushed to staples and Passport Canada Surrey had their fax machine turned off so luckily I saved the phone number when he called and power called the line and they answered. They confirmed our travel plans and said passport would be ready for Thursday and to expect a call. Meanwhile I was concerned so called the 1800 and they kept saying Surrey did not accept the transfer of file request. So I went on Thursday and rushed to the front (poor security guards don’t even know what’s going on). I waited and waited and the agent told me the passport is getting printed in Ontario and that this was a problem. I expressed my concerns that the passport is needed by Friday as we leave in the evening. They sent me home and said wait for a call on Friday. Ask for the managers number if your in these shoes as I called her first thing Friday and she was escalating the matter and said not to worry. Long story but finally at 4pm Friday we got our daughters passport and could move forward with our family flight plans. Passport Canada needs a better system in place to track and monitor applications, always best to go to a passport office as they print in house. Kids should have an easy renewal process, same with adults. If you had a passport before it should be straightforward. The 1800 line is pointless as they are not advised specifically to each passport application so a waste of a call. The manager stepped up and helped but I missed three days of work!Good luck!

I joined the queue at 6:15 for my newborn's passport. I was 2nd in line. Staff came out at 7:50, gave us numbered tokens and took us in. We sat in the ground floor seating area at 8am in the same order of tokens. I went to the counter at sharp 8:30 and was out in 15 minutes. Staff are welcoming and courteous. Especially the agent "KM" was understanding and helpful. Never imagined such pleasant experience in this service Canada centre.

Hi! If you are planning to go to this passport office, please please read the reviews!! I read the reviews before I went and it was so helpful! First of all, come early! Come around 6:30-7:30am and you’re guaranteed to come in at 8am to the “waiting room” until office is open at 8:30am. That means bundle up, bring a hot drink and/or lawn chair so you can rest while waiting. “Waiting room” is only for 15-30 mins while the office is preparing to open up at 8:30am. Once you’re in the office, the lines go fast. You have to wait again for another hour or so .. and voila, you’re done and out. My experience: I arrived at 7:30am (40th person in line) and I got it in the first group. I waited in the office around 8:30am. I was assisted around 10am and out within 5 mins. I just have to wait now for the passport in two weeks! If yours is urgent, they do it within a few hours or a day! (Come Tuesday/ Wed!!!!) The system has improved. So many people working at the counters and staff guards to assist with lines etc. make sure to bring all your documents so you don’t have to come back and line up again. Anyways, I had a good experience :) Stay positive, be patient and stay warm!!!

My passport application deposited on Wednesday and my experience was excellent! Based on the previous reviews, I am afraid but find out people usually comes here earlier than the scheduled opening time. So I came an hour before they open, came 3rd in line by the Service Canada entrance door and was one of the first to get accommodated upon entering the office at 8:30am sharp. Officer then asked for the required documents to suport my application, verified them and was done in less than 15 minutes. I left the office at exactly 8:44am. As long as you are punctual and have all the necessary documents, you will be done in no time!

The gov says they have put new centers in place to deal with passport delays and demand. This is one. People just wait ALL day long, and still have to come back most of the time. Lady beside me has spent 3 full days here off work. I am waiting here with a baby for her passport. So many crying babies here. I travel in 2 weeks and I got put in a section with over 50 people, and 1 passport worker assisting this group. Ridiculous. Waited 6 hrs. Still have to return to pick up and people were waiting all day for that too.

Arrived at 10am to drop off passport application; finished by 12pm. 55 people were ahead of me. Spent the first hour in the upstairs waiting room, and the second hour in the passport office. The staff were all very helpful, knowledgeable, and friendly. Passport should be available to pick up in 10 business days. I really appreciate how much better it is now, compared to 2 years ago!!

4.5 hours and still waiting to be served just for a passport renewal. Meanwhile parking limit in the mall is 3 hours. I cant go to move my car as my number may be called. The randomized number system they use does not allow you to guage the wait times. So you cant go go eat,drink or go to the washroom without fearing of loosing your turn. Staff is working hard but the process is cumbersome. They must come up with a better system. Even restaurants have beepers to call you when your table is ready. Why can't the Government implement something similar. We all carry phones.

Arrived 7am (was #15 in line). By 7:30, the line had tripled to 100 people. Stood outside until 7:50, staff gave us each a number and led us inside so we could sit and be warm and wait until the office opened at 8:30. Staff were pleasant, helpful, and gave clear instructions. I was done by 9:00. Given that it is not Staff's fault that the lines are so long, and it is a thankless job, they really stepped up to make the process as good as it could be - their customer service is much appreciated.

Wasted 6 hours here for absolutely nothing. Went in at 930am and queued for 6hours only to be told that they won't get to everybody by the end of the day. The workers have no idea what is going on. I was initially told it was going to be a 4hour wait. They finally called and I went to the second waiting area where I was told it was going to be a 2 hour wait. They sent people home at 410. I had been waiting with a kiosk number in the second holding area for 4 hours but the worst thing is they were sending people down to the second waiting area at 3pm? They hadn't gotten to people who were waiting 3 hours at that point but they thought they should send more people down at 3pm when they close at 4pm? So disorganized no one can give a straight answer. They will just keep telling you that you will get seen and then send you home without seeing you.

I understand we have emergencies and getting an appointment is tricky but it was worth the wait on Monday morning to get my passport done for my emergency travel. I was served my passport on next day at 11am sharp. If you are unable to get an appointment, consider lining up outside the mall around 4:30-5am (I understand it's long but trust me it's worth it if it is a emergency situation). Plan at least few hours off from your work as it will take time. Security people were helpful as they are doing a very tough job. The officer was kind and understanding. If you are not travelling in less than month, consider mailing your application. Thank you for all your help and support!

This office is really bad organized. In the afternoon after 1:30pm I saw only 4 tilts open out of 12 or more. When there were more than 25 people in line outside and even more waiting inside. They just let people in, with appointment and at 4:00pm strike they just say “come back tomorrow” without caring that people has been waiting there for more than 3Hrs. Completely disappointment used to be very efficient before the pandemic.

My experience getting a new passport with an appointment: My wife and I had an appointment at 2:15pm that we booked 2 months prior. We showed up at 1:45 pm and was let in and received a ticket like all of the other guests. We then waited for an additional 1.5 hours until we were called. Once called up however everything was completed smoothly in 10 minutes and our passports will be ready in 2 business days. The place was a zoo but the staff are doing their best and did an amazing job in my experience. Only negative is that even with an appointment you still have to wait hours to be helped, so plan appropriately, much better than waiting at 5am however.

It wasn't the wait time the wait time is OK here. It was 2 hour wait time, not including the hour before It opened. It was the way the office staff treated us at the Passport office. They were getting so mad at my mom. The fact that she didn't realize there water damage To her Passport. Kept on yelling at her saying. How did you not notice this? She was clearly trying not to cry and they kept on going on. That it had water stains on it. Besides, the fact that you clearly see that she was in her mid to late 60s And that she was crying. In the fact that she hasn't seen it in like four on five years because of covid. Never coming here again the way they treated her Completely disrespectful.

Surrey location was amazing! Started with a phone call to make sure I had the right documents for an urgent passport. Scheduled me in for an appointment. I came in the office at 830am, everyone from the securities to front staff to officer was super helpful. The officer had asked me to come back before 3pm to check if it's ready for pick up, even with a little delayed, I was able to get my passport before they closed.. I just wanted to say thank you to everyone at this location for such a great customer service. I highly recommend this office. Literally all staff including securities deserves a high five!

Pretty good, considering that it has been much worse before. Here is my experience: Arrived 7:30 and lined up outside, at 8:00 they gave us all number tickets and then they let us in to a waiting area. I counted 37 people in front of me. They took the first group of 25 people in to the office at 8:30, then my second group of 25 was taken to the office around 8:45. We lined up again, talked to a booth and recieved another number ticket around 9:00. Was called back up around 9:50, and was finished around 10:15. All in all, the workers seemed to understand that it's not easy through this whole process. Just make sure you have all of your documents in order and signatures and whatnot ready. ⭐ The workers mentioned that Monday/Tuesday/Friday, wait times can be 4-7 hours. While Wednesday/Thursday is usually around 2-3 hours. Total time in and out was about 3 ish hours. Not great but definitely could be worse. Hope this helps :)

I read all the comments posted for Surrey Passport Office. Its always not their fault, public do need to understand that if you need any service, you should book an appointment. Passport Office didn’t call anyone to come and stay in walk in line. People don’t listen at all. I went their last week Friday there and they’re super busy, Security was so cooperative at the site, they are telling everyone that there is no guarantee for any walk ins. I understand, this is how it should work. They are telling everyone to call 1800 number if anyone need urgent service but everyone is ignoring. Rather than supporting them by being nice, people start shouting. People make their own choice by staying in walk in line. But I appreciate the way security works and handle all the tough situations in an effective manner.

Passport office in Surrey is amazing. I was in the line by 6:30 am to apply for my passport. I did not wait for the appointment and hence decided to go early and wait for my turn. I am in full appreciation of the the polite and courteous service extended by Jagmohan Singh and later followed up by Ankit. They were extremely kind to the people in the line giving the required support and help. The doors were opened at 8:30 am and the line moved very fast. My turn came up quickly. The Officer who attended on me was very pleasant, kind and efficient. She is none other than Tracy. She is awesome and amazing lady. I was out of the passport office at 9:45 am. My heartfelt thanks and appreciation to all of you. Please keep up the good work. You guys ROCK.

Its 6am on friday rainy day. I got here 530 and im the 6th in line. Second picture around 7 am. Applying for passport no appointment just walk in and no proof of travel. Officer said i can get it in 15 days plus mailtime. I finish 9:30 Quick process and well organised. Tip. Get there early and have a warm cozy clothes. Wear insulated boots as your toes will freeze absolutely no runners.

Went to service Canada today at around 5:50 ish am had 2 people infront of me in line we didn’t even stand near the designated spot outside as it was raining around 7:00 am ish the security guards let us in and lined us up in the same order to one corner as it was raining outside and cold. We stood in that line and then around 8:00 am the service Canada workers lined us up beside service Canada and made 2 lines one for renewing passports and one for new passports. They started serving us at 8:30 on the dot no token nothing the guy just directed us to each counter their were lots of counters open and I was out and done by 8:50 ish. Super great experience. I would reccomend if you wanna be in the first batch going around 5:40 ish am. The line got bigger around 7:15 ish. Make sure you stand in the correct line there were a couple people standing in the wrong line. The people who came late were directed to wait upstairs across rogers I believe . Best bet is to come super early

They recently started a "ticket" system for walk-ins (which is fantastic!). I got in line at around 6AM and they let us inside the mall at around 7:30AM. Instead of having us wait there all day, they give out a certain amount of "tickets" for the day which gives you a time that you should come back. If you get one of these "tickets", come back at your time, and get in the queue, you'll be able to see an agent. YES, I waited all day, but if you really need a passport ASAP, then you're just going to be happy to receive assistance. The staff there were kind enough and answered everyone's questions very politely.

We went there last Friday, Dec. 29, worst experienced I ever had, we waited for 5.5 hours just to submit the renewal of my passport. The staff who was working there on that day who checked our application was very unpatient. And then we had to wait for our queue number for payments. They randomly choose the queue number. It’s not fair and I don’t like the system they had right now. It’s a long wait for the queue. Other people are quicker and their queue number was shown right away on the screen. You cannot get out because you had to wait and wait and wait for hours and hours and hours until your queue number shown on the screen. So tiring setting on that hard chair, your whole body was hurting and sore, cannot even stretch your legs because a lot of people in front and beside you. We keep on yawning the whole time. I don’t feel like coming back again if the system was like this.