As the clock ticked toward a deadline, many Illinois residents rushing to get their hands on a Real ID ran into red tape instead. Records from the Illinois Secretary of State’s Office reveal a surge of frustration over appointment shortages, inconsistent guidance and documentation mishaps as the federally mandated change took effect. This transition has been in motion since 2005, an effort by the federal government to increase security for those flying or visiting federal facilities. The initial target date passed Wednesday, but with the summer travel season set to kick into gear this month, the long lines at DMV facilities have stirred up complaints across the state. A Real ID is a driver’s license or state-issued identification
that meets security requirements mandated in a 2005 law passed by Congress in the aftermath of the Sept. 11, 2001, terrorist attacks. The ID in Illinois has a gold star in the upper right corner to differentiate it from a regular one. The plan was
extended multiple times by the federal government over the years. The current enforcement date is May 7, though there is disagreement about what exactly that means based on responses from the state and federal government. Long waits for service and confusion have been reported across the country this year. State and federal officials are nearly pointing fingers to assign blame for the problems. WTTW News obtained communication from the Illinois Secretary of State’s Office related to the Real ID process through a public-records request. Records show difficulty for seniors and individuals with a disability, who describe the process as physically painful, emotionally humiliating and logistically complex. A 73-year-old working senior said they were denied a Real ID in April despite bringing original documents including a marriage license from 56 years ago. The person described financial hardship and unnecessary travel, records show. “This is no way to treat senior citizens,” the message read. Many complaints identified issues related to name changes following marriage and divorce. Illinois Secretary of State Alexi Giannoulias announced new or updated facilities in places including Chicago, Aurora and Springfield this year, and his office offered appointments to mitigate wait times because of increased demand. However, the process didn’t make it easy for everybody. “I am absolutely sick and tired of every morning getting onto your system at 6:30 a.m. to try and get a time to come in,” a person trying to visit the Deerfield facility for a Real ID wrote in February. “This is absolutely ridiculous.” Some report long waits and poor service. Many describe getting appointments and
identifying the required documents as a difficult process. One visitor summing up their experience wrote, “I would like to point out that when I got my Top Secret Security Clearance for the National Geospatial-Intelligence Agency, it wasn’t this painful!”
‘Nothing But Fear and Horror’
Every air traveler 18 or older must have a Real ID or alternative like a passport, military ID or green card to fly. Passengers without proper identification after that date can expect
delays and additional screenings in addition to the possibility of not being able to get past the security checkpoint. Visits for walk-up service from the Secretary of State that did not require appointments also frequently required a long wait. Visitors to the Bridgeview facility waited more than 3 hours before getting into the building in April on a recent Saturday, a common experience over the past month around the state. Some were turned away inside following the long wait. Lines at the Chicago Supercenter stretched for blocks Monday. “The federal Real ID rollout has caused a great deal of confusion across the country, including here in Illinois,” Giannoulias said in an April news release. “We’re monitoring Real ID demand and adjusting our services to efficiently accommodate the unprecedented surge.” Giannoulias pointed the blame for dysfunction squarely at U.S. Department of Homeland Security Secretary Kristi Noem, who
spoke in Springfield Wednesday . At a press conference following Noem’s appearance, Giannoulias characterized the secretary’s actions as incompetence and cruelty. He spoke about a woman who waited hours to get a Real ID Monday. “When I saw her face, I saw nothing but fear and horror,” Giannoulias said. “She works hard, she has a smile on her face, but she’s waiting in line for something that she doesn’t need because of the headlines and the terror that this administration has caused.” Noem
tried to reassure passengers with an announcement Tuesday that was not endorsed by Giannoulias. “For months, Secretary Noem has been calling the May 7 date a ‘deadline,’ implying that Americans must have a ‘Real ID’ or they cannot board any U.S.-based flights without a valid passport, which has sent people scrambling to get one,” Giannoulias said. “For the past several months, this has resulted in long lines, frustration and – in many cases – pure panic among residents.” At a news conference Monday, Giannoulias also said he “could not be more upset and offended,” by questions about how his office communicated the changes and requirements to the public. Records show dozens of complaints related to visits for a Real ID this year. A handful of responses were completely positive feedback. It isn’t challenging to find additional complaints about negative experiences on social media. The Secretary of State’s Office did not respond directly to all of the complaint feedback they received, though records show they called and emailed many of the residents who shared their thoughts. Walk-up service on Saturdays has been extended through the end of May at facilities around the state, according to the Secretary of State’s Office.
‘Like Nothing We Have Ever Seen’
Nationwide, as of January 2024, approximately 56% were Real ID-compliant, records show. Illinois issued a record number of more than 185,000 Real IDs in April, Giannoulias said at a news conference Monday. The Illinois Real ID compliance rate is currently below 50%, according to Illinois Secretary of State Communications Manager Max Walczyk. DMVs in Illinois will
continue to issue Real IDs following the May deadline, Giannoulias said. He highlighted efforts by the office including an outreach campaign geared toward immigrant communities. A Feb. 5 email shows Secretary of State staff updating its website for required documents after a person was turned away trying to obtain a Real ID. This followed similar contacts related to misunderstandings about required documents. Records show low ratings by DMV customers related to completing the purpose of their visit, completing it quickly, and staff being helpful. Enforcement of the identification requirements for travel will be phased in, Transportation Security Administration Illinois Federal Security Director Jim Spriggs said. Full enforcement is expected to begin no later than May 2027. TSA said it expects Real ID requirements to be of little impact on compliant travelers after May 7. Before visiting a DMV to get a Real ID, Giannoulias urged residents to confirm that they actually need one. Illinois trailed most states when it rolled out Real ID services in 2019. A measure passed by the Illinois General Assembly in opposition to Real IDs in 2007 described it as, “a costly unfunded mandate.” Giannoulias said increased demand has forced his office to pay overtime. It may be difficult to predict Real ID demand or the impact on airports as travel demand increases. Leading up to Wednesday, people waited at locations around the state. Giannoulias said there were lines at most facilities Monday, and remarked about the challenge that created. “The line is like nothing we have ever seen in the state of Illinois,” Giannoulias said.
