very friendly people, very dependable. we needed a passport for our baby with tickets already bought to taiwan, and gov't was going too slow. i wasn't so sure about it working, but it pretty much took 24 hours! then, we had another emergency trip for my husband and he used them and again it took about 24 hours. i will definitely use them again (i'm actually looking them up for my own passport, need it in 2 wks and I know they'll come through), as the cost pretty much weighs out against the time it takes to deal with the passport agency people/paperwork/nonsense!