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.

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!!

My experience was lovely to say the least. I was there around 6.30 am this mrng and I was second in the line. When my turn came I went inside and got my application all checked in under 10 min. The personnel (lady) who processed my application was so sweet and smiling. The entire ordeal was relaxing. I recommend anyone who wants to renew or apply for a new one to come to this location.

BOOK AN APPOINTMENT ONLINE! You show up 10 minutes before your appointment time, you're escorted to the front of the line and you're honestly in and out in 10 minutes. I even forgot to get photos signed, so they gave me a slip to skip the line again because I had an appointment. Great experience.

The best customer service received from James. Waiting time 30-45 minutes before they call your ticket but for a walk-in it’s not too bad at all. The experience was very pleasant, thank you to all staffs at this location. Passport sent within promised timeframe.

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!

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 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

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

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!

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.

Very efficient. I'm sure it's appreciated if you don’t chat with them so they can get the work done.

This place is amazing. The Security Officers and the Passport Officers are very nice and helpful. God bless this staff

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..

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!!

Having read the reviews on the Henley Plaza Ontario Street office, I decided to drive the extra 20 minutes to Pen Centre. Best experience I have ever had dealing with ANY branch of Government. Staff were polite, efficient and I was in an out in less than 20 minutes even though there had to be at least 20 people in the waiting room. If you need a passport, this is the place to go!

Very helpful staff and really good location , I got everything done under one roof yay

Best service ever. I needed an urgent passport for a last minute business trip. The staff was helpful, kind and super efficient. The lineup went pretty fast, the facility is clean, convenient parking. All the boxes were checked. Thank you!

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.

Hands down the best place in GTA for urgent passport service. No line ups, in and out in less than an hour. Very friendly staff, free parking.

Very efficient!

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.

I called in advance to find out what I should bring. I brought the correct documentation and was taken care of right away. Everyone was courteous and the wait time was minimal. I will definitely come back when it's time to renew my passport. Thank you!

Have been to this office twice. They've been friendly and efficient. That's why I get the 5 yr. Passport, just so I can go back for the service! 😁

Had no appointment, was there 8:20am and ended up being ~9th in line for the open. Wait was around 50 mins (was applying for a brand new passport, others getting renewals seemed to go a lot quicker). Very friendly service

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!

Incredible service and highly professional and helpful 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

1st, why are we still do this mask nonsense? 2nd- 13 wickets available with about 6 people working in the entire place! There is NO reason what so ever to have 1 passport office with 6 ppl servicing an area of 500,000 residents. 3 "security" guards at $25/hr is silliness. Get rid of 2 and add 2 to the processing team. Otherwise, staff is friendly, but clearly not happy...and I don't blame them. They are worked to the bone without additional resources.

The people were friendly and it was very organized. I was there right when it opened and there were about 30 people ahead of me. Took about an hour for everything, which was less time than I expected.

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).

If you come prepared then it’ll be a smooth process. Got here 30 min before opening with 10 people ahead and done in an hour. Staff are friendly and organized. People just need to be patient!

Went today to renew a passport for one of us and apply for a new passport for the other. Got there at 8:25 and were 15th in line. Doors opened at 8:30 exactly. Line moved quick and we were out of there at exactly 9:30! Amazing service!

My passport application was done in time but the person behind the counter in second booth right in front of pick-up lane she was with so rude and had much attitude. I was submitting my passport application and I was asking for her advice in filling up the form she was down talking to me and it was only 8am she just started her shift! I know they are doing their job but, they should know they are not doing people a favour and have to remember they are working for government and for people. Hope she change her attitude in treating other nationalities and be helpful.

FYI - Get there by 7:30am latest! I arrived just past 7:30am to wait, was 4th. A security guard opened the mall door around 7:45ish to let us inside. Around 8am 20 people came, by 8:20 at LEAST 50 people waiting behind me! (The line was PAST the staircase INTO the mall by that time!) When they open they give ticket #'s to the first 10 people in line, everyone past 10 have to wait in like a pre-line to the actual line to get your #. At 4th, I waited 20 mins to get to the counter, then it only took 10mins. My advice, wait the hour+ before they open, instead of the hour++ afterwards. I had everything typed and prepared, the service was very fast and efficient. :) Hope my advice helps!!!!

Painfully slow. Was told it would be an hour. 3 hours later, still waiting for like a 2 minute process. Why are all the desks empty! For the love of all that is good, hire more people.