I would like to know if their response time for customer service improves when you pay to use their site. I have sent them questions via the Contact Us Form, and it has taken from 2 to 6 weeks to receive a response. Needless to say, that does little in my mind to promote the site. In addition I feel their responses have a tone of rebuking no matter what the initial question was. Yes, I have sent several enquiries via the contact form, no I have not purchased a passport.