Passenger Support

Screening Assistance

TSA Cares is a helpline that provides travelers with disabilities, medical conditions and other special circumstances additional assistance during the security screening process.

Call 72 hours prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint.

Passenger Support Specialists

Travelers requiring special accommodations or concerned about the security screening process at the airport may ask a TSA officer or supervisor for a passenger support specialist who can provide on-the-spot assistance.

Civil Rights

TSA security screening policies, procedures and practices must comply with all applicable civil liberties and civil rights laws, regulations, executive orders and policies and must not discriminate against travelers on the basis of race, color, national origin, sex, religion, age, disability, genetic information, sexual orientation and parental status.


TSA reviews and makes determinations regarding disability-related complaints as well as develops, manages and strengthens partnerships and outreach with the disability community.


TSA partners with organizations representing multicultural communities to gather input, facilitate mutual understanding and exchange information to include the following:

  •     Reviewing, conducting inquiries and making determinations regarding complaints based on race, color, national origin, sex, religion, age, disability, genetic information, sexual orientation and parental status.
  •     Developing, managing and strengthening partnerships and outreach with the multicultural community.
  •     Providing user-friendly information about what to expect from TSA programs and activities.

Equal Opportunity Notice

Section 504 of the Rehabilitation Act of 1973

Section 504 of the Rehabilitation Act of 1973 (Section 504) and implementing regulations at 6 C.F.R. Part 15 apply to TSA's security screening activities. Individuals with disabilities must have access to, and an equal opportunity to participate in, TSA's security screening activities.

TSA Cares is a helpline that provides travelers with disabilities and medical conditions assistance during the security screening process.

If you feel you have been discriminated against on the basis of a disability or medical condition, you may file a discrimination complaint. You must file your complaint within 180 days of the alleged discriminatory act; failure to do so may result in dismissal of the complaint.

DHS Traveler Redress Inquiry Program

The DHS Traveler Redress Inquiry Program can provide resolution to travelers with difficulties getting through security and inspection at airport checkpoints, train stations and when crossing U.S. borders.

Learn more and apply for DHS TRIP to resolve travel-related issues if:

  •     You are unable to print a boarding pass.
  •     You are denied or delayed boarding a plane.
  •     You are denied or delayed entry into and exit from the U.S. at a port of entry or border checkpoint.
  •     You are continuously referred for additional screening at the airport.

No Fly List

The No Fly List is a small subset of the U.S. government Terrorist Screening Database (also known as the terrorist watchlist) that contains the identity information of known or suspected terrorists. This database is maintained by the FBI’s Terrorist Screening Center. For more information about the Terrorist Screening Database, visit the Terrorist Screening Center.

TSA is among the U.S. government agencies that screen individuals using information from the Terrorist Screening Database. TSA implements the No Fly List through its Secure Flight program.  Individuals on the No Fly List are prevented from boarding an aircraft when flying within, to, from and over the United States.

Filing a Claim

You may file a claim if you are injured or your property is lost or damaged during the screening process. Screening at certain airports is performed by private companies and not TSA.

Once Submitted

The Federal Tort Claims Act governs the way your claim is processed and establishes your rights in regards to your claim.

Once you submit your form, you will receive a letter with instructions and a control number for your records. Please reference the control number in any communication regarding your claim.


Please allow up to six months to fully investigate your claim. Claims that require investigation by law enforcement require additional processing time.

All claims are investigated thoroughly and the final decision to approve a claim rests with TSA. If your claim is approved, you will receive a letter and form to complete regarding settlement agreement and/or payment methods.

TSA takes seriously the responsibility to fairly adjudicate claims. Every effort is made to resolve a claim when property is proven to be damaged or lost during TSA's security screening process. In many cases, claims are denied when an investigation determines that TSA officers did not open a bag for a physical inspection. Learn about TSA recognized locks and how they can reduce the likelihood of damage to a lock or bag if a physical inspection is required.

Lost and Found

Contact lost and found to locate items left at the security checkpoint.

Tips for Filing a Claim

  •     Provide as much detail as possible including receipts, appraisals and flight information to avoid delays.
  •     Contact your airline for lost or missing baggage.

Contact TSA for additional information about filing a claim.