Tanya and David Finn were thrilled about their upcoming family vacation to the Bahamas with their newborn, Harper. Like many parents juggling daily responsibilities, they wanted to streamline the passport application process. So when they found an online service promising fast, hassle-free processing—no lines, no in-person visits—they jumped at the opportunity.
What seemed like a convenient solution quickly became an expensive and frustrating ordeal. Their experience is a cautionary tale about the risks of third-party passport services—one that highlights the importance of understanding how passport applications really work.
No company can change the fact that in-person verification is required for certain applications. Photo byiStock
A Costly Mistake: The Finns’ Story
According to the U.S. State Department, first-time passport applicants, children under age 16, and those renewing expired passports must visit an authorized acceptance facility in person. However, the online service the Finns used suggested otherwise.
"We saw that it said you don’t have to skip the lines, you don’t actually have to go in person, and we were like—this is great! We’ll get it in two weeks," Tanya Finn recalled.
The couple paid over $200 to the service, expecting a streamlined process. But after submitting their information, they received an unexpected message: they still needed to visit a passport office in person. Thinking this was just a formality, they drove an hour and a half to the nearest office—only to be met with bad news.
"We show them our paperwork, and they say, ‘These are actually useless. You’re the third family today that’s shown up with this paperwork, but it literally can’t do anything to help,’” David Finn recounted.
With less than eight weeks until their trip, they had to start from scratch—resubmitting their application, repaying all government fees, and shelling out another $200 for official expedited processing.
To make matters worse, when they tried to get a refund from the online passport company, they were met with silence. No returned calls. No responses to emails. Nothing.
The Online Passport Pitfall
Unfortunately, the Finns' situation is not unique. According to a 2024 warning from the Better Business Bureau, complaints about misleading online passport services have surged, with many consumers reporting they paid hefty fees only to realize they still needed to visit a government office.
The BBB reports that complaints about misleading online passport services have surged recently. Photo byiStock
Here’s what you need to know before using an online passport service:
Expedited passport services already exist through the U.S. State Department. You can pay an additional $60 directly to the government for priority processing, which typically takes 5-7 weeks.
Some third-party companies are misleading consumers. While they may help you fill out forms, they have no control over government processing times and often charge unnecessary fees.
First-time applicants, children under age 16, and those with expired passports must appear in person at a designated acceptance facility—this is a federal requirement, regardless of what an online service claims.
- Refund policies are often vague or nonexistent. Many consumers, like the Finns, report difficulty getting their money back when things go wrong.
What You Should Do Instead
If you need a passport quickly, follow these best practices to avoid unnecessary fees and headaches:
Use the official U.S. government website. The State Department’s travel portal provides accurate, up-to-date passport information and processing times.
Schedule an in-person appointment if required. You can find a nearby location on the government’s website.
Expedite directly through the government. Need your passport fast? Pay the official $60 expedite fee to receive priority processing. If it's an emergency, you may be eligible for an in-person appointment at a passport agency.
- Be wary of third-party services. If you decide to use one, research their reviews and refund policies thoroughly. Look for complaints on the BBB website and check consumer reports to ensure the company is reputable.
A Lesson in Consumer Awareness
After the Finns contacted TrustDALE, our investigative team reached out to the company in question. The CEO promised to refund the family and assured us they were making improvements to their process.
But the bottom line remains: These companies charge fees for services that offer little to no real benefit. As State Department officials emphasize, third-party passport services cannot bypass federal rules—and no company can change the fact that in-person verification is required for certain applications.
When it comes to vital documents like passports, always go straight to the source. If an online service claims it can help you “skip the lines” or “avoid an in-person visit,” that’s a major red flag.
Have you had a frustrating experience with an online passport service? Share your story in the comments! And if you ever feel like you’ve been misled by a company, TrustDALE is here to help.
