I went in for a simple passport renewal for my daughter -
They make you make an online reservation for a very specific day and time... and then they escort you in, where you wait 2-3 friggin hours. So what do I do with a 1 year old who is getting squirrely after one hour in a hot, small room ? So why do they have you make a reservation if you're just going to wait hours and hours? duh...
They also don't allow cell phones into the building, which they don't tell you on their website.
The Canada passport office is so much more efficient - no reservations needed - just show up, wait 20 minutes and submit your documents.