Action Line #90802 -- Passport Issue

  • Published
  • 39th Air Base Wing Public Affairs
INCIRLIK AIR BASE, Turkey --  Complaint: 

Earlier this spring we went to renew our passports in building 833. We had checked on-line at the State Department website and called the office in advance; we arrived prepared with all necessary documentation, photos, etc.

When we tried to submit our children's birth certificates we were told they were not necessary. We questioned what we were told but gave up when the "expert" insisted that the birth certificates were not necessary, trusting that he/she knew better than we did. More than two weeks later, we were contacted by the passport processing personnel member and told that we needed to bring in the birth certificates. We quickly brought them in.

When our passports finally arrived, we had exceeded our 15 day limit for renewing our residency permits and had incurred late fees of 496 TL.

I understand and accept that I could have begun my end of the process much sooner. I also understand that part of waiting is due to the State Department. However, I truly believe that had the initial mistake not been made, we would not have incurred the late fees. At the very least, they definitely would not have been as much. It is frustrating enough when quality control doesn't seem to exist in our host nation. But, it is very disappointing when U.S. personnel make such mistakes. It is even more disappointing when I tried to assist with the procedure, was shot down, only to turn out to be correct later.

Am I accountable for the late fees? Is there a claim process I can complete?

Response: 

Thank you for the opportunity to respond to your inquiry about our passport process. We apologize for the inconvenience this situation placed on you and your family. The Military Personnel Section uses a checklist that is approved by the consulate to ensure all items are gathered from customers prior to acceptance. In the past the checklist identified previously issued passports or birth certificates as sufficient proof of citizenship. However, it only applied to adults.

Our checklists have since been updated and separated--one for minors and one for adults. We have also implemented a fail-proof customer/agent item accountability process to ensure we provide the best service to our customers as possible.

Please be advised we are an agent for the U.S.Consulate. If their requirements change, we must change our requirements also. In order to minimize any outdated information, our passport liaisons are in regular contact with the consulate to ensure the accuracy of our checklists. 

Our checklist indicates the process takes six to eight weeks to process and return the passports. Every request is different; and the current timeline and processes are in place to give adequate time to gather more information from the customer if needed. Of course, our goal is to get it right the first time. Your passports were returned in eight weeks, as advertised. If there are expenses incurred due to no fault of the member, possible recourse can be given.

It is also important to remember that members should begin the process to renew passports at least three months in advance to the expiration date. This will allow you to have your new passport returned with sufficient time so that all other residency requirements can be accomplished within the time frame allowed.

If you would like additional information on the passport process, please contact the Manpower and Personnel Flight commander at 676-6196. We look forward to hearing from you.