Canadian Passport Panic

March 7, 2007 4:50 PM

We've just been told that my husband's passport will not be ready in time for our flight to Australia.

My husband, mother-in-law and I are scheduled to fly to Sydney in two weeks (March 23). On January 29, my husband mailed his passport application to the processing center in Hull, Quebec. Unwise in hindsight, but at the time he mailed it, the estimated processing time was still 4 to 6 weeks. As soon as he mailed it, it changed to 6 to 8 weeks. Now it stands at 9 weeks. We went to the passport office in Winnipeg (where we live) today to see if we could find out the status of his application (since their phone lines are constantly busy), and the woman there said that they hadn't even started a file for him yet. She said our only option for getting it in time would be to start from scratch with a new application, and submit it at the Winnipeg office. In order to do this, my husband would need another copy of his birth certificate (from Ontario), and since their line is also busy, I have to assume they're flooded with applications as well. We're thinking that even if he gets another birth certificate by the end of next week (big if), that's still not enough time to get a passport.

I'm thinking I need to go back to the passport office, and demand that they call someone at the office in Hull, get them to find my husband's application and FedEx it to Winnipeg. Am I crazy/naïve to expect them to do this? As far as I'm concerned, we are not at fault, since we did mail it in within a reasonable amount of time. Passport Canada knew that they'd be flooded with applications due to the new border laws (all Canadians are required to have a passport to enter the US), and did nothing to prepare for the rush. We stand to lose a lot of money, as his ticket is non-refundable.

Any suggested plan of action? Are we fucked? Please tell me I don't have to make this trip alone with my mother-in-law ....

posted by Koko to travel & transportation (29 answers total)

I feel for you. Actually I think the best use of your time would be to contact your MP and explain the problem. Pressure from them is more likely to get action from the passport office than a mere mortal like yourself. Birth certificates in Ontario still have a long processing time, 'cuz, like you pointed out, it's not like they had ~years~ to plan for the expected floor /sarcasm. Good luck!
posted by saucysault at 5:12 PM on March 7, 2007

You could try contacting your MP's office, and explain that your husband has jumped through all the proper hoops and sent the application well in advance.

I googled up a few MPs websites, and they mention that people are able to apply for passport through their MPs office. There's mention of a form that would have to fill out in order to let the MP office have access to the application status info.

Might be worth a shot.
posted by CKmtl at 5:12 PM on March 7, 2007

I can't offer a whole lot of help, hopefully others can.

I'd say it can't hurt to go back to the office and ask them to find the application. But be calm, polite, nice. Ask for a supervisor if necessary. Getting angry is only going to get you nowhere. If they seem willing to help, ask if you can upgrade the existing application to an urgent one (mentioned below). I really don't know if this will help, but if you go and calmly explain the situation I really hope you'll get somebody willing to assist you.

If you want to apply again...

To avoid the constantly busy phone lines, you can apply for a replacement birth certificate online here but it says it takes up to 15 business days, which is already beyond your departure date. Maybe they have somewhere you can indicate that you need it urgently?

Once you have that, there is the option of an 'urgent' passport application that this page says takes 24 hours, if they're still doing that given the current situation. You'd have to do this at the passport office.

You say the ticket is non-refundable. What about changes? If you had to pay to change the ticket, that cost would be better than losing the entire cost. How long are you going for? Could you and the M-I-L go as planned and have your husband change his ticket and join you as soon as the passport arrives?

Good luck!
posted by valleys at 5:14 PM on March 7, 2007

The new Canadian temporary passport
posted by phaedon at 5:16 PM on March 7, 2007

Try the MP office, as suggested. But honestly? I think you're fucked. Unfortunately, due to the new US regulations and the inefectual nature of Passport Canada, your woes are far from unique recently and every media story I've read about your situation has ended badly. Having gone to great lengths to get my Canadian passport renewed out of the country, I really feel for you.
posted by meerkatty at 5:18 PM on March 7, 2007

(excuse the spelling, please)
posted by meerkatty at 5:19 PM on March 7, 2007

Passport Canada knew that they'd be flooded with applications due to the new border laws (all Canadians are required to have a passport to enter the US), and did nothing to prepare for the rush.

Define "nothing." Apart from the notice on their web site, passport processing delay stories have been in the media for months -- see CBC News stories from Dec. 22, Jan. 2, and Feb. 9. I don't mean to sound unsympathetic, but going back to the passport office to "demand" expedited service with only two weeks to go is not likely to generate much sympathy at the other end. They may well say that you were warned, and that you cut it too close.

It's also quite likely that they're being flooded with complaints from people in your situation, whose travel plans are being threatened by passport processing delays, which would make it quite the clusterfuck.

On preview: As for the 24-hour service, the web site says that it's "available for emergency or compassionate reasons on a case-by-case basis." I would guess that they mean things like funerals, not a non-refundable plane ticket. You might not qualify.

On preview: The temporary passport is for overseas emergency use.

Hopefully you'll get it sooner; it's entirely possible that the estimates apply to new applications, but, given my experience with working for the government, it's anyone's guess as to how accurate any of those estimates was in the first place.

(Also note that the new U.S. passport requirements apply only to air travel -- for now.)
posted by mcwetboy at 5:21 PM on March 7, 2007

P. S. This story, which I linked to above, is especially pertinent to your situation.
posted by mcwetboy at 5:22 PM on March 7, 2007

I'm in the US, but this happened to one of my co-workers last week. He is leaving the country on March 9 and was told his passport would be ready a week later. He called his congressman and was relentless in tracking down a live person in the passport office. He talked to someone on Friday, paid a $50 or $60 fee to have it expedited and his passport was overnighted to him.
posted by Frank Grimes at 6:00 PM on March 7, 2007

Wow that sucks. As an aside, in Australia (for Australians!) you can get an express/emergency passport in a couple of days, if you pay for it.
posted by wilful at 6:41 PM on March 7, 2007

Not sure about up in Canada, but down here in the States there are plenty of expediting services such as this one. Perhaps something like this exists in Canada as well?
posted by wile e at 6:46 PM on March 7, 2007

1. Go to the passport office and find someone compassionate-looking to listen to you. Tell them a sob story (you might need to embellish yours) and ask them very nicely to get the Hull office to FedEx the application. Explain that you will cover the expense.
2. If they refuse, call your MP and adopt a righteous, wronged tone of voice. Explain that the passport office has sinned, and you need their help.
3. If he/she refuses (which I consider unlikely, if you present your case well) then repeat step 2 with your MPP.
4. If they refuse, and you have any friends of any kind with good positions in the federal government, now is the time to call on them. They may not be able to help you, but hopefully they will know someone that can.
5. If that fails, go back to the passport office and get very cross with them.
posted by Count Ziggurat at 7:07 PM on March 7, 2007 [1 favorite]

Some advice for next time (which I'm sure you've already realized), whenever you order a copy of birth certificates, order at least two.
posted by blue_beetle at 7:17 PM on March 7, 2007

I’m chronically disorganised and in the past have always been able to squeak by with an expedited passport application (and extra fees).

If they say he could get an expedited passport by applying in Winnipeg, then he should apply in Winnipeg. I believe he can also submit part of his documentation immediately and add the birth certificate when he gets it.

Really, the folks at the passport office are trying to help you. There’s a process for people like me and your husband. Use it. Don’t insist that they do things your way: not only will it not happen, even if they did it wouldn’t work that well.

Yes, there’s a chance that your husband will miss his flight. But your best chance at making it is to let the people at the passport office help you. They know the system, and if they make a suggestion they’re the ones who know what they are talking about.
posted by kika at 7:47 PM on March 7, 2007

I don't think they really have the obligation to find the application and courier it to you. I'm pretty sure the wait times are estimated. Plus, just because the US began to require passports doesn't mean the department has the money to hire more temporary staff.

Personally? I live in Toronto. On february 6th I took the application (which I filled out online and printed) to the sole downtown passport office. I waited 10 minutes in line for the front clerk. He gave me a number. When I was walking to find a chair my number came up, so I went straight to the agent. I paid, showed my IDs, and left within 15 minutes. The passport was scheduled to be mailed in exactly four weeks, on March 6th.

So I guess the lesson I'd pass along is to use the e-pass online system to fill out the form next time.
posted by loiseau at 8:21 PM on March 7, 2007

The fulfillment process for birth certificates from Ontario was pretty speedy when I used it last August. I ordered mine online and it appeared at my house in the US in about a week. You may be in luck.

If you prefer not to gamble, then take a short-hop flight to your favourite Ontario location and request a birth certificate in person. If I recall correctly, they issue replacement certificates the same day. That route may be less expensive than losing your flight to Sydney.
posted by crazycanuck at 8:37 PM on March 7, 2007

As far as I'm concerned, we are not at fault, since we did mail it in within a reasonable amount of time.

You're not at fault, but that doesn't mean that Passport Canada is at fault. I believe their printing center in Mississauga (or somewhere in southern Ontario) is running 24 hours a day.

I'm thinking I need to go back to the passport office, and demand that they call someone at the office in Hull, get them to find my husband's application and FedEx it to Winnipeg.

I seriously doubt that you are going to be able to get them to do this. If you do, though, please report back to this thread and let us know.
posted by oaf at 10:10 PM on March 7, 2007

It is ALWAYS possible to get an emergency one time use travel passport issued to you. In any case, this is so in European countries. Get that issued, and use it.
posted by markesh at 12:36 AM on March 8, 2007

Oddly, I just had to deal with this exact situation for a client.

If they haven't yet opened a file, you're good. Passport Canada can FedEx everything back to you. This may take a few days, but you do have a little wiggle room as far as time goes.

Then you go--in person--to the passport office with all of your documents and a copy of your plane ticket. I hope it says non-refundable. Expedited service takes overnight.
posted by dirtynumbangelboy at 4:21 AM on March 8, 2007 [1 favorite]

My father is working on the same problem.

If your application was sent with a tracking number, you can call Passport Canada (which is a saga unto itself, as their call queue holds about 25 callers, so you have to keep dialing over and over until their system doesn't boot you for being over that limit) and request that it be sent to your closest passport office, who are then supposed to call you to arrange for expedited service (which may or may or may not require your physical presence at the office).

FYI, they say that they are currently opening applications received on January 12th. Processing seems to be 1-2 weeks and then there is mailing time after that.
posted by ssg at 7:08 AM on March 8, 2007

Thanks for your suggestions, everyone. I'm heading over to the passport office this afternoon to beg. At this point, getting the original application FedExed to me is the only option; I just heard back from the registrar's office in Ontario, and the emergency processing time for a birth certificate is 10 business days, and he'd need another copy of his b.c. in order to apply for an emergency passport. It might be faster if we apply for the b.c. in person, but flying there is out of the question. The Canadian Temporary Passport is only for Canadians abroad, and probably requires that you've had a passport in the past, which Mr. Koko hasn't.

Believe me, I'm just as ticked at my husband as I am with Passport Canada; he left it to the very last minute to send in his application, just like he does with everything else!!
posted by Koko at 7:11 AM on March 8, 2007

yikes, i feel for you.

One thing to note is that the Winnipeg passport office is really speedy if you apply in person.

I went very early in the morning (7am) at the end of January to get in line, applied in person, and had my passport in the mail in less than two weeks. The passport was sent in an Xpresspost envelope, so I think that made it even faster... in fact it was so fast, I refused to believe it was my passport inside until I opened it. I didn't pay extra for expedited service or anything.

I subsequently heard that the Winnipeg passport office has the fastest mail-outs in the country. It may be worth it to re-apply. Good luck!
posted by ninefour at 8:15 AM on March 8, 2007

I should also add that filling out the passport application online really made things fast for me. It can't help but be faster for them, as they already have everything in their computers and just need to check it against the documents you provide.
posted by Jupiter Jones at 10:00 AM on March 8, 2007

Well, we're going to submit a new application. Turns out you can do so with the receipt from a birth certificate application. Since my husband did not send his original application via registered mail, it would be impossible to find it. I think the nice lady at the passport office laughed a little in her throat at that request. Getting an MP involved would most likely be a waste of time.
posted by Koko at 11:52 AM on March 8, 2007

Koko: Did Passport Canada tell you that you can make a new application with a receipt for a birth certificate application and that they will issue the passport based only on that receipt or that you can apply with the receipt and they will approve the application once they receive the actual birth certificate?

This could be very helpful.
posted by ssg at 1:46 PM on March 8, 2007

I believe he'll be getting a "limited use" passport with the b.c. application reciept, so I guess that means "temporary passport", just not the out-of-country kind of temporary passport. Or something. Anyway, it means he'll be able to make the flight.
posted by Koko at 7:47 AM on March 9, 2007

We ended up getting the MP involved after all. The passport office gave us the runaround about the birth certificate applicaion (one person said the receipt from a birth certificate application was sufficient for a temporary passport, another said it wasn't), so we called the MP, who in turn called the passport office and spoke to a supervisor and straightened it out for us. Turns out a lot of people are calling MPs for help with their passports; it was in the news the other day. Anyway, my husband picks up his "limited use" passport on Wednesday.

Thanks for the helpful suggestions!
posted by Koko at 8:47 AM on March 17, 2007

Can anyone confirm that Passport Canada does actually mail out the passports on the "Mail-out date" indicated on the official receipt?

After filling out the online application I went in person to the passport office in the downtown Calgary Harry Hayes building on March 14. The staff member who reviewed my application told me I would receive my passport by registered mail in 3-4 weeks (so by April 13). I noticed afterwards that the receipt has a mailout date of March 28. Is that actual or just their (pre-fiasco) standard 2 week processing period?

I went at lunch time on a Wednesday, waited in line for about 1hr 20 min. I estimate people who had not filled out the online application first (which would be 95% of the people standing in the original line with me) had to wait another 30 min. or so. A friend who had stood in line at the same office a couple of weeks previous on a Friday morning was there for about 3 hrs in total. She had not filled out the online application.
posted by bella33 at 9:54 AM on March 22, 2007

On my 9:54am post I mention the differences between standing in line in Calgary on a Friday morning (3hrs) and Wednesday afternoon (1.5hrs). This difference can likely be partly attributed to so many oil and gas people (and others) using their days off to stand in line at the passport office.
posted by bella33 at 10:07 AM on March 22, 2007