The Transportation Security Administration (TSA) has launched TSA Cares, a new helpline number designed to assist travelers with disabilities and medical conditions, prior to getting to the airport. You may call TSA Cares toll free at 1-855-787-2227 before traveling with questions about screening policies, procedures and what to expect at the security checkpoint.
Since its inception, TSA has provided information to all travelers through its TSA Contact Center and Customer Service Managers in airports nationwide. TSA Cares will serve as an additional, dedicated resource for passengers with disabilities, medical conditions, or other circumstances or their loved ones who want to prepare for the screening process prior to flying.
A representative of TSA Cares, will provide callers assistance, with information about screening that is relevant to the passenger’s specific disability or medical condition, or the passenger may be referred to disability experts at TSA. The organization recommends that passengers call 72 hours ahead of departure to allow TSA Cares to coordinate checkpoint support with a TSA Customer Service Manager located at the airport.
Every person and item must be screened before entering the secure area of an airport and the manner in which the screening is conducted will depend on the passenger’s abilities and any specific equipment brought to the security checkpoint. TSA strives to provide the highest level of security while ensuring that all passengers are treated with dignity and respect. The agency works regularly with a broad coalition of disability and medical condition advocacy groups to help understand their needs and adapt screening procedures accordingly. TSA holds quarterly meetings with this coalition to inform them about current training and screening procedures used in airports. TSA recently hosted a teleconference with members of these groups to announce the long-standing plans to implement TSA Cares for travelers and inform them of the upcoming launch.
All travelers may ask to speak to a TSA supervisor if questions about screening procedures arise while at the security checkpoint.
The hours of operation for the TSA Cares helpline are Monday through Friday 9am – 9pm EST, excluding federal holidays. After hours, travelers can find information about traveling with disabilities and medical needs on TSA’s website (http://www.tsa.gov)
Other communications tools include Talk To TSA, a web-based tool that connects directly, to an airport Customer Service Manager . You can call the TSA Contact Center, 1-866-289-9673 and TSA-ContactCenter@dhs.gov, to ask questions, provide suggestions and file complaints.