High Commission of Jamaica Reviews Summary

Customer Service

Pros:

• "The customer service was exemplary."
• "The officers were very very helpful."
• "The staff were extremely patient and very helpful!"
• "I have never seen such professional, empathic and helpful staff like those at the Jamaican embassy and I have been to lots of embassies all over the world."
• "She was professional, polite and engaging which is what all staff at the JHC must strive for."
• "The personal service I got was 5 stars."
• "When I did get through the service was AMAZING! The staff are courteous and understanding of your problem."

Cons:

• "This is the worse embassy ever! I have applied for my daughter's passport since August and up until now I cannot get a good response from them."
• "System is slack when calling can never get through, when you send an email you can not get a response."
• "This place have no sense of respect for people's time and effort."
• "No one has ever answered the phone, they don't respond to emails unless you send 10 of them."
• "Absolutely RUDE staff members who cannot be bothered to help or answer simple enquiries."
• "The people here are rude especially Ms. Jones who told me that she got a job to do after I asked a question."
• "These people have the worst customer service experience ever."

Facility Conditions

Pros:

• "Visa & passports office is warm & clean."
• "I went today as I had an appointment. I have mobility issues and was told they will make a space available for me with my Blue badge."

Cons:

• "The public office needs updating."
• "When we got to the commission there were NO disabled access....no disable access to the building....no disable access to the toilet."
• "It is an embarrassment of an organisation from the dilapidated building to the casual and unprofessional attitude of staff."

Communication & Responsiveness

Pros:

• "You will also get to track the progress of your passport."
• "Phone customer service is excellent."

Cons:

• "First of all I don’t know why this place has a contact number because no one ever answers the phone."
• "No one answers the phone...this is ridiculous."
• "Talking to these people is like talking to a brick wall also they don't answer calls the phone line don't work,they don't return emails if your lucky you might get a email return 3 months later."
• "They also do not answer phones or even the intercom it’s an embarrassment."
• "I’ve called them more than 200 times no one answers the phone."
• "Can't get through to them none at all. Don't answer phones or don't email back."
• "Very difficult to get in contact with they never answer there phone."

Professionalism & Staff Attitude

Pros:

• "Janet assisted me and was most professional throughout the entire service."
• "Michelle even gave me advice on travelling around the Island, possible places to visit etc, which was most helpful."
• "A Special Thank you to Mr. Leford Hanchard for his assistance to ensure all my documentation was properly processed."

Cons:

• "What a rude condescending unhelpful unprofessional woman."
• "This embassy is just terrible overall. Poor customer service, they don't answer the phone from my experience and everything is just so SLOW."
• "I Find The People Here Working Very Unprofessional And Rude And Always Sounding Like They Don't Want To Do Their Jobs."
• "The lack of professionalism and hostility shown by the staff is horrendous."
• "Well i must have been in the wrong building because i can tell you RUDE,RUDE,RUDE unprofessional just all round BAD SERVICE typical nonchalant attitude towards everything left irritated and overwhelmed."
• "Extreme rudeness, poor customer service, capital J for Jobsworth...poor organisation-very little 'joined up' management and unhelpfulness to all."
• "The most unprofessional message."

Efficiency & Processing Time

Pros:

• "The staff were very friendly and thorough."
• "They took their time to explain the process and also help us with our documentation."
• "The earlier I got there i.e.before 9:00 a.m. the quicker I was dealt with."

Cons:

• "My husbands passport replacement was applied and paid for in the first week of October and we have heard nothing in writing form, email or phonecall ever since."
• "I have been waiting for 11mths now for my passport to be processed."
• "It’s now March and there are no appointments available up to June!!!"
• "Renewal of Jamaican passport took 18 months."
• "Nearly 4 months I have been waiting for my passport which was a renewal."
• "The waiting time at the passport and Visa section, extremely slow."
• "Still waiting for passport three months later and still no word."