Loja do Passaporte no Aeroporto de Lisboa - Terminal

Arrived at 11 in the morning (note that opening hours is between 9am and 7pm), just to be told by security officer that to get tickets to join the queue I should have arrived between 5 and 6 am. Lovely experience and like most public services in Portugal would be better if closed.

Arrived here from London with no clear instructions as what to do, upon asking one of the people in the queue we had to get a ticket. I was a good 25 numbers away from my turn. The security guard with really short hair has an attitude problem and is racist, if you don’t like your job in customer facing role pal go find another job. The lady at the counter was nice once it was my turn. The consulate in London is much better even though it’s a slow process getting the appointment but they know how to speak with people with respect. Oh and it took 2 hours from the point of getting my ticket to be seen and this place is near Burger King in terminal 1 departure.

They say passports can be collected from 5 pm onwards. That's misleading, passports are at nearby SEF facilities until 6pm, and after that time brought in to this store.

Don't waste your time here. Shameful and absolutely ridiculous customer service. They never answer the phone and any information given via email is nothing more than the same stupid automated message every single time. Must be really hard to give a decent answer, and the worst is that if you happen to talk to the people face to face they are still clueless on answering your questions. Pathetic.

More concerned with regards to a personal issue with one of the G4s security guard serving at Loja do Passaporte Aeroporto de Lisboa, Portugal. The story goes not so far when my family arrived in Portugal for first time.. We came for a small visit to get my daughter's Portuguese passport done.. The appointment was on 30th Sept 2021 at 1024hrs.. We reached there by 0825hrs thinking of big queue but lucky enough there was no queue.. At the entrance we met the G4s security man, a young chap, initially, he didn't bother to welcome us with greetings or even saying good morning.. Myself (Nitin) being kind, well greeted him and requested him to speak in English as we don't know to speak Portuguese language.. In return, he said to speak in Portuguese language.. The appointment formalities was done by him but the main problem starts here.. I really had hard time dealing with this security personnel.. At the end the security personnel said something which really meant to be an racist comments and used abusive language to us.. He said "if you need to get Portuguese passport you better need to speak Portuguese language" and "just coming to take Portuguese passport without knowing Portuguese language won't help" and he said it in harsh tone which we really didn't like it nor was able to accept this kind of behaviour from him.. I have read all the laws (on Portugal website) after this issue and was figuring out where is it written or mention that inorder to obtain Portuguese passport you need to speak Portuguese language? The security guard, needs to know the law and first for most he needs to learn to respect others.. He is only a security personnel not a person who can say or do whatever he wants.. I believe this is not the very first time he must have said that to many people as well.. I personally read more bad comments from public on the website of Loja do Passaporte Aeroporto de Lisboa.. And everyone complaining about the security personnel.. I feel that the security personnel should not treat anyone in such a racist manner or use any abusive language.. No matter where he comes from, he should know is own self respect and respect and help customers coming at service.. I really don't know, whether he treats other the same way but waiting for 13days I finally made my decision to complain against him.. We were well treated when called for the passport, inside the counter and the lady was very co-operative.. The lady didn't say or mention anything about speaking Portuguese language..

If you were thinking this is a better alternative than the consulate in London then you are wrong. It is by appointment only and you need to book via email, this process takes several months to get a booking. If you're trying to get walk in service then expect nothing more than to be rudely dealt with by a security guard at the door.

Very good service. I was attended before my scheduled appointment time. Very helpful. Thank you very much.

I had previously booked a time slot and it went smoothly, in 15m had my passport renewal done. I advise everyone to book a time slot and to not show up without an appointment.