Mixed reviews at Vancouver passport office a week into new triage system

It’s been a struggle for many people across Canada trying to get their passports renewed in recent months.

A new triage system is in place at Vancouver’s Sinclair Centre and Surrey’s Central City Shopping Centre. Only people who are travelling in the next two weeks will be served at those locations

At the Sinclair Centre on Monday, one man who went to the passport office with his daughter told CityNews while the staff have been helpful, it has still been a stressful experience.

His daughter has a trip planned for Friday and they went to the new triage line after having initially applied in early May.

“It is stressful, because she’s already paid for [the passport],” the man said. “We left at two o’clock this morning. We live in Chilliwack. We got down here at 3:30, quarter to 4, and just been waiting and waiting waiting patiently….but other than that — the people that work here have been good. It’s just a bad situation with what’s been going on in the world I guess.”

Related article: Long Metro Vancouver waits for passports prompts B.C. woman to travel to Edmonton

The new triage system allows for people who previously applied by mail or a Service Canada Centre to follow up in person based on travel date.

The first priority is people with proof of travel within 24 hours, followed by those with travel planned within 48 hours. A ticketing system is in place.

“For those travelling within 3-14 days, clients arriving on-site will be triaged and served as daily office capacity allows. Service options will be provided to clients,” reads a statement from Employment and Social Development Canada.

Anyone travelling between 15 and 45 days will be directed to a nearby Service Canada Centre.

“They may be offered weekday or Saturday appointments on a first-come, first-served basis. Proof of travel or need is required,” the statement said.

Another man at the Sinclair Centre on Monday initially tried to get his son a passport two months ago but was sent away after 10 hours of waiting.

“It’s still frustrating,” he said. “The two months, I’ve been [asked] by my family, ‘Oh, when are you getting your son’s application done?’ I’ve been on the online booking system every single day, or even a few times a day to see if I can find a slot. It’s still not fun, obviously.”

A Service Canada notice posted at Vancouver’s Sinclair Centre on July 4, 2022. (Martin MacMahon, CityNews photo)

One woman told us she initially applied for a passport in March, but with a trip to Seattle planned for Friday, she has started the process all over again in order to get her paperwork in time.

“At the beginning of the process, I was told it would take 20 business days,” she said, after waking up at 4 a.m. to come down to the passport office.. “I didn’t have any travelling plans then, but then when I started realizing my passport wasn’t coming, I tried to request information in different ways. They tell you to go on the website … I had no luck. Then I had this gig coming up in Seattle so I had to travel, so I just decided to get it done. So I’m sort of starting the whole application from scratch again.

“So I got a duplicate of my citizenship certificate, filled out the whole application again, got my pictures taken again, basically restarted my whole thing.”

Still, most people at the Vancouver passport office appeared to be patient, with some saying even if there is a line, at least it’s moving.

Related articles:

• The cost of your summer vacation is going up

• Air Canada cancellations: What are your passenger rights?

• No, it’s not a concert lineup, it’s the passport wait in Surrey

The backlog to get a new or renewed passport has made headlines for months, including late last month, when a massive line-up was seen on King George Boulevard in Surrey just after dawn. More than 80 people had lined up for the Service Canada by 5:30 a.m., all of them trying to get passports.

Last week, Employment and Social Development Canada said 76 per cent of Canadians applying for a passport receive it within 40 working days, and 94 per cent get it within 10 working days, if they successfully applied in-person at a specialized site.

You can check estimated passport wait times online.

With files from Claire Fenton