we planned a trip to leave on christmas day for a trip to USVI and British VI for 10 days (with 14 others) and needed 4 out of 5 of our passports renewed. We made an appt for 12/17 and went to the agency in phila to have it processed. Because my one daughter was under 16, she needed an affidavit from my husband (who wasn't with us). While I had one, the processor objected to the notary's date of signature and my husband's date of signature being different. So, he said we had to resubmit it via email. It would be no problem. We resubmitted on tues. 12/18 via email. I rec'd 3 of the 4 passports on thurs 12/20. Great. but missing the one with the affadavit. I called, and you can only access the National Passport Agcy. They only had limited info on their "screen" that said it was in process. I called again Friday, and was told the same thing. I also emailed but rec'd no response. Still not rec'd on Sat. I panicked but thought I'd just go to Phila on Monday, Christmas Eve, and find out in person. Guess what...they were closed on Christmas Eve!!! Are you kidding me??? And the phone calls to the Nat'l agency just became ridiculous. They had no info. We left on Christmas Day thinking that it may turn up on Wed. and my neighbor could fed ex it. We were due to go to Brit. VI on Sat. We NEVER got the passport. WE could NOT go to Brit VI as planned, wasting $4200. AND NO ONE could give us an answer. We rec'd the passport after we got home on 1/5. AND WE PAID $75 for EXPEDITED SERVICE!!! Totally unacceptable, And we are out $4200.