How TSA Cares Works at Airport Security

What TSA Cares Does and Who It's For

TSA Cares is a program that lets you notify the Transportation Security Administration ahead of time if you have a disability, medical condition, or other circumstance that affects how you move through airport security. When you contact TSA Cares before your trip, a TSA officer can meet you at the checkpoint to answer questions, explain procedures, and make adjustments so the screening process works for your situation. You are not skipping the line or avoiding screening — you are going through the same security checks, but with someone there to help you understand what is happening and what to expect.

The program is free and open to anyone traveling through a U.S. airport. You might use it if you have a prosthetic limb, a pacemaker, anxiety about flying, a service animal, mobility equipment, ostomy supplies, medication you need to carry on, or any other condition that makes standard screening difficult. TSA Cares does not make decisions about what you can bring on a plane — that is handled by standard TSA rules — but it does mean you will not be surprised by what happens at security.

Key Takeaways

• You must contact TSA Cares at least 72 hours before your flight; calling or using the online form both work, and you will get a confirmation number.
• A TSA officer will meet you at the checkpoint on the day of travel to walk you through screening and explain each step.
• TSA Cares does not change what items are allowed on planes or exempt you from screening — it only provides explanation and support during the process.
• You can use TSA Cares for any condition that affects your airport experience, including anxiety, mobility issues, medical devices, or sensory sensitivities.
• If you miss the 72-hour window, you can still ask for a supervisor at the checkpoint on the day of travel, though response time may be longer.

How to Contact TSA Cares Before Your Trip

You have two ways to reach TSA Cares: by phone or through an online form. The phone number is 855-787-2227. When you call, have your flight information ready — the airport code, airline, flight number, and date and time of departure. You will also tell the TSA representative your condition or circumstance and what kind of support would help you at the checkpoint.

If you prefer not to call, you can fill out the TSA Cares online form at tsa.gov/tsa-cares. The form asks for the same information: your contact details, flight information, and a description of your situation. Either way, you will receive a confirmation number. Write it down or save it — you do not need to show it at the airport, but it proves you contacted the program and helps TSA staff locate your request if there is any confusion on the day of travel.

You must contact TSA Cares at least 72 hours before your scheduled departure. That means if your flight leaves on a Friday at 10 a.m., you need to call or submit the form by Tuesday at 10 a.m. Weekends and holidays count toward that 72-hour window. If you are traveling very soon and cannot meet the 72-hour deadline, you can still ask for a supervisor when you arrive at the checkpoint, though TSA Cares staff may not be pre-assigned to meet you.

What Happens at the Checkpoint on Travel Day

When you arrive at security, look for the TSA information desk or tell the first TSA officer you see that you contacted TSA Cares. Give them your confirmation number if you have it. A TSA officer will then meet you at the checkpoint — this may be the same person who took your call, or it may be someone else on the TSA Cares team at that airport. They will walk you through each step of screening: what to remove, where to place items in the bin, how the scanner works, and what happens if additional screening is needed.

The officer can also explain why certain procedures are necessary and answer questions about what you are experiencing. If you have a medical device like a pacemaker or insulin pump, they can explain how the metal detector works and whether you need alternative screening. If you have a service animal, they can clarify where the animal goes during screening. If you have anxiety about the process, they can slow down and give you time to adjust between steps.

You will still go through all standard security screening — the TSA officer is not bypassing any checks. If you have items that are not allowed, the officer will tell you the same thing they would tell any traveler. But you will know what to expect, and you will have someone there to explain the reasoning and help you stay calm.

What TSA Cares Does Not Do

TSA Cares does not change TSA's rules about what you can bring on a plane. If you are unsure whether a specific item is allowed, you can ask TSA before your trip through their "Ask TSA" service on social media or at tsa.gov, but TSA Cares itself does not make those decisions. The officer at the checkpoint will follow the same prohibited items list as they would for any other traveler.

TSA Cares also does not may provide that you will avoid additional screening. If the metal detector goes off or if random screening is selected, you may still be subject to a pat-down or bag search. The difference is that the TSA officer will explain what is happening and why, and they will work with you to make the process as comfortable as possible given the security requirements.

The program does not provide transportation, help with baggage, or assistance beyond the security checkpoint. Once you have cleared security, you are on your own to find your gate and board your flight. If you need help with mobility or other support in the airport terminal, you can contact your airline directly — most have services for passengers with disabilities or medical needs.

Conditions and Situations TSA Cares Covers

TSA Cares is designed for a wide range of circumstances. Common reasons people use the program include mobility issues (wheelchair use, crutches, canes, or difficulty walking), prosthetic limbs or other external medical devices, pacemakers or other implanted devices, ostomy supplies or other medical equipment, medication that must be carried in a specific way, service animals, anxiety or sensory sensitivities related to security screening, deaf or hard of hearing needs, blindness or low vision, and developmental or intellectual disabilities.

You do not need a formal diagnosis or medical documentation to contact TSA Cares. You simply describe your situation and what would help. If you are not sure whether your condition qualifies, call anyway — TSA Cares staff can tell you whether the program is the right fit and what support they can provide.

What to Bring and How to Prepare

Bring your confirmation number from TSA Cares if you have one, though it is not required. Bring any medical documentation you think is relevant — a letter from your doctor about a condition, a service animal certification, or proof of a disability. You do not have to show these documents, but having them available can speed up the process if questions come up.

Arrive at the airport with extra time. TSA Cares does add a few minutes to the screening process because the officer is explaining each step, and you may want time to adjust between procedures. If you are traveling with someone who can help you, bring them with you through security — they can stay with you during screening and help you manage your belongings or medical equipment.

If you have medication, medical equipment, or supplies that you need to carry through security, pack them in a way that makes them easy to show to TSA staff. For example, if you carry insulin and syringes, keep them in a clear bag so you can quickly show them to the officer. If you have a letter from your doctor about a condition, keep it accessible in your carry-on.

If Something Goes Wrong at the Checkpoint

If you contacted TSA Cares but no officer meets you at the checkpoint, ask for a supervisor. Tell them you filed a TSA Cares request and provide your confirmation number. The supervisor can locate your request and either assign an officer to help you or walk you through screening themselves.

If you feel you were treated unfairly or if screening procedures caused you physical or emotional harm, you can file a complaint with TSA. The TSA website has a form for complaints and concerns, and you can also contact your airline or the Department of Transportation. Keep your confirmation number and any documentation of what happened — dates, times, names of officers if you remember them, and details of the incident.

Frequently Asked Questions

Do I need a doctor's note to use TSA Cares?

No. You do not need any medical documentation to contact TSA Cares or to receive support at the checkpoint. Simply describe your situation when you call or fill out the form. If you have a letter from your doctor, you can bring it, but it is not required.

Can I use TSA Cares if I am traveling with a service animal?

Yes. TSA Cares can explain how service animals are screened and where your animal goes during the security process. The officer can also answer questions about what happens if your animal alerts or reacts during screening. Service animals are allowed through security with you, but the TSA officer can walk you through the exact procedures.

What if my flight is less than 72 hours away?

You can still ask for help at the checkpoint on the day of travel. Go to the TSA information desk or tell the first officer you see that you need TSA Cares support. They may not have your request on file, but a supervisor can still assist you, though it may take longer than if you had contacted the program in advance.

Does TSA Cares cost anything?

No, the program is free. There are no fees to call, submit a form, or receive support at the checkpoint.

Can I use TSA Cares for anxiety about flying or security screening?

Yes. Anxiety about the security process is a valid reason to contact TSA Cares. The officer can explain each step in advance, slow down the process, and answer your questions so you feel more in control and less surprised by what happens.