We leave on spring break international vacation next Thursday. My wife's passport expired and she submitted an online renewal which is new I guess. Submitted Jan 23.

7 weeks later and no info or status update. She called last week and they gladly took her money to expedite it. Still no status change.

Now whenever we call they tell us they have to transfer us to the "online department" which is a 2-3 hour wait.

Anyone have any experience with the online system?

Worst case scenario, could she go the same day route or is that not an option since it is currently being processed?

At this point, I would start reaching out to your congressional office. They can possibly help get things going. I do not have any experience with holding on the phone but certainly would give it a try.

Thanks. Just called to start that process and see if they can help.

I think the mistake was the new online system. Don't think they know what they are doing.

No, same day route is only for those who have passports in hand. Once you mail it in, you are at the mercy of the queue. If I were you, I'd be making back up plans in case she doesn't get it back in time. In the future, best way to do it is simply wait until 2 weeks prior to travel and schedule an appointment with a passport office. The $60 same day/week fee is well worth it for peace of mind.

One nuance here... with the online renewal you don't send in your old passport. You are informed that your old one is rendered invalid immediately, so maybe still in the same boat.

I just did mine and was required to send in the old passport. They then punched a hole in it and mailed it back.

Not true - you can have a picture of the passport and it'll suffice.

I just went through this with myself and the other half. Her passport was stolen and they were happy to use a picture as proof.

When I talked to one of the agents before I got connected with my congressman, she confirmed that if you mark to expedite after the original application, it only moves it to expedited once it pops up in the cue which could still be weeks or months. Kinda worthless IMO.

That's a dangerous system now because they may match your appointment to a location 1,500 miles away and it's the only available. Usually now there are none even available and it requires reaching out to congressman etc.

The better thing to do is book a refundable ticket 10-14 days out and then rebook back as needed or use it to get into the congressional appointment faster as they make sure you're within the window too.