TSA Cares is a toll-free helpline provided by the Transportation Security Administration (TSA) that serves as a resource for travelers with disabilities, medical conditions, and other special circumstances who are concerned about screening at U.S. airports.
In an effort to provide better service, the TSA launched TSA Cares in July 2011. TSA Cares works to help travelers understand the screening process and prepare for upcoming travel. The helpline is designed to provide pre-travel guidance, information, and support for travelers with disabilities as well as for their loved ones.
TSA Cares is staffed by TSA experts who can provide guidance on the screening procedures in advance and during the travel experience, when necessary. They are available to answer any (not security-related) questions about traveling, including those related to screening. For example, Passenger Support Specialists can provide step-by-step instructions for persons with disabilities, including what to expect during the screening process and how to request the necessary accommodations.
TSA Cares also connects those who have had a disability-related issue or need assistance with an advocate. These advocates are available to assist with special services or equipment (e.g., wheelchairs, accessible bathrooms, etc.). The advocates may also help travelers who need assistance with an emotional or medical issue, including access to medical care or obtaining ADA-related accommodations.
TSA Cares is available by phone, email, or chat. When calling, travelers must provide their name, contact information, and the airport they plan to travel to or from. Travelers using the online chat or email will need to provide the same information, as well as their flight dates and the number of passengers traveling.
The TSA encourages callers to contact TSA Cares no later than 72 hours before their departure time to allow enough time for assistance. However, travelers are also welcome to contact TSA Cares as early as 90 days prior to their flight for assistance preparing for their upcoming travel.
When it comes to security screening, TSA makes every effort to treat all travelers with dignity and respect without compromising security. The agency understands that travelers with disabilities or medical conditions may need assistance due to unique physical, sensory, or mental limitations. For these situations, they can provide a disability-related pat-down, physical or medical devices screening, consideration of lithium batteries, and other assistance, if necessary.
To ensure that travelers with disabilities, medical conditions, and other special circumstances are given the assistance and respect they deserve, TSA Cares makes sure that the needs and concerns of these travelers are addressed. TSA Cares is available to provide pre-travel assistance and help during the screening process. Its advocates are also there to connect travelers with the necessary services or equipment for when they arrive at their destination.
Overall, TSA Cares is a valuable resource for travelers with disabilities, medical conditions, and other special circumstances who are concerned about the security screening process. The helpline and online chat provide pre-travel support and guidance while ensuring these travelers are treated with respect. With its assistance and specialized services, travelers with special needs can travel with confidence knowing that the appropriate attention and accessibility is available.
