Dubbed "TSA Cares" By The Agency, Offers Information About
Screening, Other Resources
TSA launched "TSA Cares" Thursday ... a new
helpline number designed to assist travelers with disabilities and
medical conditions, prior to getting to the airport. Travelers may
call TSA Cares toll free at 1-855-787-2227 prior to traveling with
questions about screening policies, procedures and what to expect
at the security checkpoint.
“TSA Cares provides passengers with disabilities and
medical needs another resource to use before they fly, so they know
what to expect when going through the screening process,”
said TSA Administrator John Pistole (pictured). “This
additional level of personal communication helps ensure that even
those who do not travel often are aware of our screening policies
before they arrive at the airport.”
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.
When a passenger with a disability or medical condition calls
TSA Cares, a representative will provide assistance, either 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. TSA
recommends that passengers call approximately 72 hours ahead of
travel so that TSA Cares has the opportunity to coordinate
checkpoint support with a TSA Customer Service Manager located at
the airport when necessary.
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 0900 – 2100 EST, excluding federal holidays.
After hours, travelers can find information about traveling with
disabilities and medical needs on TSA’s website.
All travelers can contact TSA using Talk To TSA, a web-based
tool that allows passengers to reach out to an airport Customer
Service Manager directly, and the TSA Contact Center,
1-866-289-9673 and TSA-ContactCenter@dhs.gov,
where travelers can ask questions, provide suggestions and file
complaints.