Embassy of Czechia — Local services in Washington

WORST CUSTOMER SERVICE EXPERIENCE:

1. If you call Visa Information Helpline, do not expect to get help
2. Do not expect to get an answer about a type of visa they only "Process Applications"
3. If you ask top speak with someone competent, you will be referred to call in the afternoon to talk to a processing agent
4. If you point out that the embassy closes at 11:30 AM, they will hang up on you
5. If you dare try calling again, your phone calls will be ignored and never answered

Here is the long version: I (EU Citizen) did my research online and was confused whether my wife (US Citizen), should apply for the Employee card and or Temporary Permanent Residency or a combination of both. When I called I only was told to look at the website and make up my mind on my own. The visa information helpline agents do not provide any info. So I looked at the website and decided what visa we needed and asked a general question about it. This employee could not answer this question. I was not asking advice, I was asking information about visa. He asked me if the information was provided on the website. I said was not and that is why I am calling. He said I need to decide what visa we need and that they only process application. I asked if I could speak with someone who could answer my question. He said I should call in the afternoon. When I reminded him the embassy closes at 11:30 he hung up on me. I called again only to have my phone call ignored for 20 minutes until I finally hung up. First two times my phone calls were answered immediately. I read about similar experiences with the help line so I propose a pay raise to these folks, they are really good at what they have been...

Terrible customer service at visa section of the embassy! Very rude tone, reply and extremely disrespectful and impatient when I asked just a few questions regarding short term visa to visit Prague. On top of that, the lady I spoke to does not seem to understand my questions well and tried to make me look stupid as if I don’t understand what is going on. Especially, when she kept repeating “as i told you” when she seemed herself not to understand my questions clearly. Seems like she tries to make callers feel as if they are begging her to issue a short term visa. Is she an angry person or rude or impatient, or does not like at all when people call her to ask questions...I don’t know what think. As I called the first time, I believe it was the same person, she answered the call in Czech language and as I don’t speak Czech language, I politely asked her ‘can I speak in English or...’ when she snapped at me saying ‘or what???’ After talking to this lady, I am rethinking whether I should travel to Prague or not because if she is the person who issues visas at the embassy, I am not sure if I want to deal with her attitude and rudeness in person since I already find her to be extremely disrespectful on the phone. Very very unprofessional! Type of service I would never expect from the embassy!

Hope it will be seriously considered by embassy employers and will address her attitude when she deals with people who call embassy just to ask few questions...

It is ridiculous that if you are an expat living in the US in any other part of the country other than Washington DC, you have to plan a trip to DC to apply in-person at the CZ Embassy, for a short stay visa. I have travelled to other countries as well as EU several times in the past and my experience with all other consular services with other countries has been very convenient. I cannot believe that in this day and age, you do not have the convenience of applying for a short stay visa at one of their consulates or apply online. It is absolutely bizarre that they expect you to especially plan a trip to DC to get an appointment at the embassy and then get your visa. Information on their website is a joke to say the least and the lady that answers the phone is very rude. She sounds like she almost doesn't want to even hear your inquiry and starts to cut you off without listening to the whole question. What a bad experience. Upgrade your consular services for Gods sake! You're a part of EU, tourists expect you to act like a 1st...