Dear Editor@Matzav.com,
I am writing today to complain of the absolutely unacceptable service received at the US Embassy in Jerusalem yesterday, July 12, 2023. Whenever I have come to the Embassy in the past, I have received high quality and efficient service. This time, however, I am appalled and wonder how such service could be provided to US Citizens.
PLEASE NOTE: This letter does NOT address the horrendous experience which we need to endure to obtain a passport appointment. That’s worthy of a separate letter. Rather, this is just about the user experience once we got that much needed passport appointment and arrived at the Embassy.

1. Very Extended Wait Times Outside the Embassy

When we arrived at the Embassy before 8AM this morning, there was a very long line of US citizens. There were approximately 80-100 people (with scheduled appointments) with one staff member in a booth reviewing documents to allow entry. Israel is in the throes of a massive heatwave, the early morning temperature today in Jerusalem was 93 degrees. We experienced a wait in the direct heat, without shade, seats/benches, access to water or any bathrooms.
The security guards kindly offered to bring out cold water, as a certain point too many people were asking for water and they had to resume their post and were unable to bring out water. Please note that the majority of people waiting on this line in the heat were families with infants and young children. Children were getting red and flushed and adults were sweating profusely in the heat. The wait today was 1 and 1/2 hours outside before being allowed inside the Embassy.
What is absurd about this is that the recently built Embassy compound actually has a spacious indoor waiting area. Additionally, it boasts as a landscaped and shaded yard, with an adjacent café and bathrooms! However, a new Embassy policy requires nearly all visitors to wait outside – in the heat and with no services, until their turn comes.
When we were actually called inside, we walked thru a deserted yard and entered an EMPTY waiting area – it was preposterous!

2. New Requirement which is not listed on Required Documents

Effective June 12, the Embassy requires a printed label with a barcode from the Israel Post (for courier service) in order to enter the Embassy (previously one could arrange courier payment at the time of the appointment).
This new requirement is not listed on the Embassy’s Required Document page. Many of the people outside were unaware of the new requirement causing much unnecessary aggravation of rushing to pay online on a mobile device in the heat, to then send the label via WhatsApp to a print shop, running to that shop and printing each label for 5 NIS. Only those who had information from Chaim V’Chessed were aware of this rule, as the organization had posted this new policy on their website some weeks ago. It is odd that a non-profit, independent organization provides better information about Embassy rules than the Embassy itself!
In Summary:
The service at the US Embassy in Jerusalem is nowhere near what would be expected from a US Embassy, especially for US citizens.  This must be thoroughly addressed and resolved immediately by significantly decreasing the waiting time outside and, at the least, providing humane conditions for those waiting outside. The new policy requiring almost all visitors to wait outside, while the indoor facilities sit largely empty must stop immediately! Lastly, it is imperative that the US Embassy website be up to date, and reflect new policies.
An Aggrieved US Citizen
{Matzav.com}