"Missed trip"

My first post was rated a 0 due to my frustration of missing our trip. We had issues with getting call backs to find out what the status of the passport was. We expedited service and the day before the trip we were told additional information was needed. We missed our trip and rescheduled for two weeks later.

The state department 'does not talk to the public' so even calling customer service, they will not know for sure what the actual status is. Time to call on Mr. Musk at DOGE!!

Albert and Marcos were all over this to help us out. they fixed the discrepancy for us so that we would not have to use snail mail for the additional information. Marcos was assigned as our point of contact and he did an outstanding job keeping us informed.

Unfortunately, the government took their sweet time again and we had to make an appointment at a passport agency the day before we leave for our trip. Information was provided by Marcos which was greatly helpful and we drove 3 hrs to the passport agency and ended up waiting only for about an hour. Total day drip of 7 hrs.

We are now ready for flight tomorrow morning.

Thank you Albert and Marcos for reaching out after my first post.

"I dealt exclusively with Hannah Marcus"

I dealt exclusively with Hannah Marcus. I honestly have never worked with anyone who was this diligent, focused, responsive and helpful. She is the best of the best! She is a huge asset - she is a ‘keeper’!
Amy Scott

"An Expensive Failure"

I desperately needed my passport in five business days in order to carry out a financial transaction. When I called to ask where it was, they tried fobbing me off with the tracking number. Guess what? A tracking number does not count as a government-issued photo ID. For me it was a nerve wracking waste of hundreds of dollars, but maybe you'll have better luck.

"Hannah saved the day for me"

Hannah saved the day for me. Was afraid I wouldn’t get my passport in time for a cruise. Hannah checked and assured me it had been delivered. I was out of town and didn’t know but it was indeed already at my home. Cheers to Hannah for making my day

"SERIOUSLY BLOWN AWAY BY THE EXCEPTIONAL…"

SERIOUSLY BLOWN AWAY BY THE EXCEPTIONAL CUSTOMER SERVICE by Giselle. I am traveling to Indonesia in less than 2 weeks and she helped me step by step to get squared away and organized.

Words cannot even express the patience this lady has dealing with me! From the online process of me losing my passport, to suddenly finding it, she helped me by organizing the back end amendment of my application and helping me expedite the process with grace and understanding.

I haven’t taken a trip in for SO LONG that I was looking forward to experiencing relaxation and peace. Gisele reassured me that this is all worth it.

When I finally organized everything to be mailed PRIORITY, I was relieved it was finally finished!

Now I’m excited to get some time away from Los Angeles and the USA. Not only that but being able to escape and have fun is something I truly deserve. As a form of self love.

"AS ADVERTISED"

AS ADVERTISED! I picked the 2-4 expedited option for a trip that was less than a week away. I sent out my packet Monday night at 7:30pm and received my new passport to my front door by Thursday morning. To say I was stressed about receiving this before my trip is an understatement. Hellogov legitimately saved me from rescheduling a week long trip. I am incredibly impressed with everything.

"Beat the Clock!!"

I had a tight timeline to receive a replacement passport- 7 business days. The service worked closely with me , returning every phone call and answering every question, to ensure I got my passport. Hannah ( the agent who worked with me) was great to work with. Pleasant and thorough throughout the hectic process. Five star service!!!

"Passport replacement in 7 days"

I had to get a replacement passport fast. Nick helped me through the process and made it easy. I received my new passport 7 days after I mailed in the paperwork.

"Hannah was super attentive"

Hannah was super attentive, answered all my questions and always responded quickly! I couldn’t be happier with your service!

"An expedited passport service may not be for everyone"

It's important to understand that this is a third party site that helps people expedite there passport renewal, it is NOT a government website. Second, even though you are asked to upload a picture of your current passport, you cannot upload your new picture (that was not clear). You still must include your old passport and attach your new picture to the application form.
Third, you will be charged for two separate services: one payment to HelloGov for their expediting service and another payment to the State Dept for issuing your new passport. I was totally confused about this as well.
I must say that their customer service is very nice and I even spoke with Andrew, the boss. It's clear that HelloGov is interested in working with their customers to make this process as easy as possible.