Renewing passports at embassy tip

We just visited the embassy on Monday for 2 children's passports and our oldest child's first adult passport. Paperwork and supporting documents were checked at lobby entrance and a number was given. Same employee gave us a form to fill out and pay for courier service at the end of the counter. Did this as quick as we could and went upstairs to take a seat. Our appointment was at 10 am, we got our number at 9:19 am. We still hadn't been called at 11:45. Didn't question wait time up to that point because we have been here several times and it's usually a few hours. However, looked around and nobody else had a full folder of docs so we inquired. After some checking, we were told our number was called at 9:20 and at 9:24 and with no response from us, we were bumped out of the system. All this happened while we were still paying for the courier service. We were told that they would take care of us but that we shouldn't have been given a number until we paid and finished everything in the lobby.

I'm not sure if this procedure will continue as they seem to change it all the time. My advice is to have one parent go up to the waiting area while the other is finishing up in the lobby.

Thanks for sharing -- I have to renew my US passport next month, but as an adult -- am I able to apply in person at the Embassy like you describe?  I was following the guidance here and here, but didn't see any mention of an in-person appointment. 

I'd prefer not to be without my passport for any length of time, so if this is an option for adults too, I'm willing to pay whatever extra money is involved!  (Or is it just for kids-- who rapidly grow and change-- to make sure they are still the person you say they are...?)

It's not an option for adult passports.  It's for children and other special cases.  Here is the language on the Embassy's website:

Your completed application must be submitted through the courier service, DX.  It is not possible to apply for this service in person.   

As Geeta shared, you can only renew your adult passport via post for the majority of cases. I just did that last year and I got my passport back very quickly.

My oldest son had to apply for his passport in person because it was his first adult passport.

Also, I was surprised that they allowed phones and electronics into the embassy this time. When I questioned this, the security guard said it could change again. I'm sure it will.

Thanks for confirming