Ukrainians in the United States, as well as in Canada and the United Kingdom, will soon be able to receive international passports through the network of service centers operated by VFS Global, which is expected to significantly simplify access to consular services. At the same time, the new initiative has sparked a wave of complaints and heated discussion on social media. Users are widely reporting problems with booking appointments at consulates and long waiting times for documents.
This was report by the Ministry of Foreign Affairs of Ukraine, along with reactions from users on social media.
“We continue to systematically modernize consular services for Ukrainians abroad, making them more convenient and accessible,” said Ukraine’s Minister of Foreign Affairs, Andrii Sybiha.
According to the Ministry, in cooperation with VFS Global, preparations have been completed for the launch of a pilot project for issuing passports through service centers. This will allow citizens to collect already issued documents at 35 VFS Global locations without the need to travel again to an embassy or consulate.
Officials emphasize that this will help reduce queues, shorten waiting times, and improve service convenience. At the same time, passport issuance will only take place after identity verification.
“We are working to ensure that Ukrainians around the world have access to modern, convenient, and people-centered public services, wherever they may be. This includes the use of both international passport and visa services, as well as national postal systems. This is about respect from the state, maintaining connections and unity among our people, and care and protection for our citizens,” Sybiha added.
The project should soon start in pilot mode, and citizens will be able to choose the option of obtaining a passport through VFS when submitting documents at diplomatic missions.
At the same time, the announcement has caused a strong reaction on social media. In comments, Ukrainians are actively sharing their experiences with consulates, most of which are critical.
Users report widespread difficulties in booking appointments and long delays in document processing.
“Ukrainians in the U.S. have huge problems getting appointments… for over a year there have been no available slots… it’s impossible to even get a response from consulates,” one user wrote.
Others confirm waiting several months or even more than a year for passport processing: “My children have been without passports for a year because I can’t book an appointment,” “I was chasing a slot for a week, barely sleeping,” “The waiting list used to be six months—now it’s not even visible.”
Some users point to possible abuses in the booking system, including the emergence of “middlemen” offering access to appointment slots for money. “I was told they could help for $4,000 to $10,000… do they really bypass everyone every day?” one comment reads.
In addition, users criticize the lack of transparency in the booking system, unclear schedules, and communication failures: “Why are waiting lists hidden from people in line? This creates suspicion of favoritism and letting ‘their own’ in ahead of others,” “There’s no clear address or schedule—people are forced to search for the location at the last minute.”
There are also numerous complaints about delays in issuing already completed documents: “My passport has been ready for seven months, but I still can’t collect it,” “Passports take two months to arrive, even though they’re printed in a few days.”
More broadly, users express sharp criticism of the system itself: “This isn’t an institution—it’s worse than a marketplace,” “Public services should be a service, not a survival test.”
Against this backdrop, some users view the launch of VFS Global as a potential improvement. However, they emphasize that it addresses only the issue of collecting completed passports, while leaving unresolved the core problem—access to appointment booking for submitting documents.
Photo: AI-generated
Author: Inna Mikhno