Passport Visas Express.com: most-reported complaints
Automated analysis of 449 public Trustpilot reviews published 2014-06-02 to 2026-09-01. TrustScore 4.8 from 7,053 total reviews — see the Trustpilot page. Quick answer: is Passport Visas Express.com legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 32% of the 222 complaints identified. Late delivery and unreachable support are also frequent concerns, each cited in 15% of the complaints. Other issues, such as visa denials without explanation, make up the remaining 15% of reported problems.
How to reach Passport Visas Express.com
These are the contact details Passport Visas Express.com publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 1-888-596-6028, email [email protected], address 1911 N. Fort Myer Drive # 104, Arlington, 22209, US.
The company claimed its Trustpilot profile on 2014-05-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-03-05 — more than six months ago. Trustpilot ranks it 4 of 11 in Visa and Passport Office. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (13%, 22.0d) · 2026-08-24 (13%, 22.0d) · 2026-08-27 (13%, 22.0d) · 2026-08-30 (13%, 22.0d) · 2026-09-02 (13%, 22.0d) · 2026-09-05 (13%, 22.0d) · 2026-09-08 (13%, 22.0d) · 2026-09-11 (13%, 22.0d) · 2026-09-17 (13%, 22.0d) · 2026-09-20 (13%, 22.0d) · 2026-09-24 (13%, 22.0d).
Severity: 18% of this company’s 222 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 6.8 days between the experience and publishing their negative review (43 reviews record both dates).
Measured reply time: across 70 negative reviews that received a public reply, the median wait was 3.5 days — the company profile reports an average of 22 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 70 company replies to negative reviews analysed, 7% engaged with the specific problem and 16% were generic templates.
52% of its 194 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 32% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 310 of this company’s 7,053 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Passport Visas Express.com?
Support unhelpful
70 reports · 32% of complaintssteady“I didn’t get my visa until I was at the airport . This should have never happened.”
1 reader marked this review helpful on Trustpilot.
“Your website is entirely confusing and annoying.”
The company replied on 2025-07-29: “Hello Ms. Smith, We are not really sure what your poor rating is about. We don't see any photo size errors related to your order and photos can be sent in black and white. I would also like to remind…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they and the State Department have lost track of our Passport books”
Delivery late
34 reports · 15% of complaintsfalling“didn’t get it in the 3 days”
The company replied on 2024-08-06: “You live in the UK therefore we did not assist you. We are a USA based company that does not operate in the UK. The William Childs does not exist in our database and we can find no order under this…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“my documents came two days late, I should’ve gone with fedex overnight myself personally as it would’ve arrived on time or money back guarantee, they offered no refund or any compensation”
The company replied on 2025-09-15: “Hello Ivy, Thank you for your review. The FedEx shipping of overnight delivery (priority or standard overnight) only delivers Monday - Friday. This doesn't include weekends. We do offer a Saturday…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“No refund was ever received.”
The company replied on 2025-07-29: “Hello Debbie, Thanks for your review. As discussed with you over the phone at the time the Embassy of Tanzania's website had technical issues which increased the processing time for process the visa.…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unreachable
34 reports · 15% of complaintssteady“I requested a refund and I've yet to get a response.”
The company replied on 2021-11-03: “Hi Shukimba, Thanks for your review. Please keep a few things in mind as you reconsider posting an updated to reflect more accurately your experience using our service. This review is not accurate or…”
Our classifier read this reply as a deflection.
“their agents to completely ignore the emails of their clients for days at a time, I had this happen to me by multiple agents.”
“Pass Port Visas Express does not return their visa service fees”
Other
33 reports · 15% of complaintssteady“We were denied our visas to Brazil with no reson given.”
The company replied on 2024-04-26: “Hello Stanley- We are a private agency that assists applicants in apply for visas. We do not issue visas- that is for the Brazilian Government to decide. Visas can be denied though most are not. As…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Didn't get what I paid for.”
1 reader marked this review helpful on Trustpilot.
“I never got my visa.”
Overcharging
25 reports · 11% of complaintssteady“He decided not to send it to me even though I called him several times”
1 reader marked this review helpful on Trustpilot.
“No explanation, discussion, or caveat; just take the money and run.”
1 reader marked this review helpful on Trustpilot.
“paid them $360 and then they said it cannot be done. So they took the $360 with no refund.”
Not as described
15 reports · 7% of complaintssteady“Passport Express had NOT sent the visa---just my application.”
The company replied on 2023-10-30: “Hello Concha Marbut, Thank you for your time on the phone the other day. As explained your visa was issued correctly in faster time than requested even with the slight communication hiccup. We have…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Since you represent you know what is necessary for a specific visa, you should sit down with them to find out what the real requirements are”
“They did not file properly for my India Visa and kept reassuring me that it would come through.”
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-02.