Navigating airport security can be stressful for anyone, but for travelers with disabilities, medical conditions, or other special needs, it presents unique challenges. The Transportation Security Administration (TSA) offers a dedicated helpline called TSA Cares to provide personalized support and ensure a smooth screening experience.
This comprehensive guide covers everything you need to know about requesting disability assistance at the airport, including the official phone number, hours of operation, the 72-hour rule, and how to identify a Passenger Support Specialist.
*If you have a disability, medical condition, or are traveling with a child who has special needs, TSA Cares is your essential resource for a stress-free security screening experience. Call at least 72 hours before your flight to arrange personalized assistance.*
TSA Cares Phone Number for Disability Assistance
The TSA Cares phone number for disability assistance is +1-833-894-5333 toll-free helpline to assist travelers with disabilities, medical conditions, and other special circumstances .
When to Call
For questions about screening policies and what to expect at the security checkpoint
To request a Passenger Support Specialist at your departure airport
To discuss specific accommodations for medical devices, mobility aids, or medications
If you are traveling with a child with a disability or medical condition
To coordinate assistance at connecting airports for complex itineraries
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TSA Cares Hours of Operation
Understanding TSA Cares hours of operation ensures you call when representatives are available. The helpline operates on a schedule designed to accommodate travelers planning their trips:
When to Call Before Your Flight
The helpline is best used at least 72 hours before your scheduled departure . This advance notice allows TSA to coordinate with officers at your specific airport and ensure a Passenger Support Specialist is available when you arrive .
What If You Need Immediate Assistance?
If your flight is departing within 72 hours, you should still call—TSA will do their best to accommodate last-minute requests. However, for optimal service, planning ahead is strongly recommended .
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How to Request a TSA Passenger Support Specialist
A Passenger Support Specialist (PSS) is a TSA officer who has received specialized training on how to effectively assist and communicate with individuals with disabilities or medical conditions . This training includes additional instruction on civil rights for individuals with disabilities and strategies for providing assistance with dignity and respect .
What a Passenger Support Specialist Can Do
A PSS can provide on-the-spot help and guidance throughout the security screening process . Examples where you may request PSS assistance include :
Difficulty following instructions due to a disability or medical condition
Having internal or external devices that may affect your ability to use screening technology
Traveling with medically necessary liquids, gels, or aerosols over 3.4oz
Traveling with a child who has a disability or medical condition
Traveling with a service animal
Difficulty understanding and communicating in English
Traveling with religious, cultural, sacred, or spiritual items requiring special handling
Traveling with crematory remains
Important Note
The PSS program does not provide expedited screening service . If you are looking for expedited screening, TSA PreCheck is the appropriate program .
TSA Cares 72 Hour Rule for Medical Equipment
The TSA Cares 72 hour rule is the most important guideline for travelers seeking disability assistance. TSA recommends contacting the helpline at least 72 hours before your scheduled departure to ensure timely coordination of your request .
Why 72 Hours?
Allows TSA to coordinate with officers at your specific airport
Ensures a Passenger Support Specialist is available during your screening time
Provides time to discuss complex needs such as medical devices or mobility aids
Enables TSA to prepare for any specialized screening procedures
What Happens If You Don't Call 72 Hours in Advance?
You can still request assistance at the airport by asking any TSA officer or supervisor for a Passenger Support Specialist . However, availability may be limited, and you may experience longer wait times.
Examples Where Advance Notice Is Crucial
Traveling with an insulin pump or continuous glucose monitor
Transporting medically necessary liquids, gels, or aerosols over 3.4oz
Traveling with a child who has autism or sensory sensitivities
Using a wheelchair or mobility aid
Having internal or external medical devices
How to Identify a Passenger Support Specialist
When you arrive at the airport, knowing how to identify a Passenger Support Specialist helps you get the assistance you need quickly.
What to Say
Simply state: "I would like to request a Passenger Support Specialist for assistance with screening." The officer will locate a PSS or supervisor to assist you.
TSA Disability Notification Card
TSA has created an optional Disability Notification Card that you can hand to Transportation Security Officers to discreetly inform them that you have a disability, medical condition, or medical device that may affect security screening . This card does not exempt you from screening but can facilitate communication with TSOs .
New TSA 'Families on the Fly' Assistance 2026
In 2026, TSA introduced a new initiative called "Families on the Fly" to make the security screening process less stressful for families traveling with children .
What Is Families on the Fly?
The program, announced by the Department of Homeland Security in 2025 and expanded in 2026, creates dedicated security checkpoint lanes for families at airports nationwide . The program began with a pilot in Orlando (due to its proximity to Disney World) and is rolling out to airports across the country .
Why This Matters for Families
For families traveling with children—especially those with disabilities or medical conditions—the dedicated family lanes provide:
More time to navigate security without pressure
Staff trained to assist with children's needs
A calmer environment for children who may be anxious about security
Additional Family-Friendly Airport Amenities
Many airports now offer family-friendly features including:
Calming sensory rooms to help with anxiety and overstimulation
Nursing rooms for traveling breastfeeding mothers (required by the Friendly Airports for Mothers Act)
Play areas and kids' zones at airports like Fort Lauderdale (FLL), Newark (EWR), and Denver (DEN)
Step 'n Wash folding step stools in restrooms at over 100 airports
TSA Wheelchair Assistance vs Airline Wheelchair Help
A common point of confusion is the difference between TSA wheelchair assistance and airline wheelchair help. Understanding the distinction ensures you request the right service from the right provider.
Key Differences
Airline Assistance (Contact Your Airline)
Wheelchair transport from curbside to aircraft
Assistance with check-in and boarding
Must be arranged when booking your flight or by calling your airline
TSA does NOT provide this service
TSA Assistance (Contact TSA Cares)
Help navigating the security screening process
Passenger Support Specialist available at checkpoint
Can provide guidance for medical devices, mobility aids, and special needs
Does NOT include wheelchair transport outside the checkpoint
What to Do
Contact your airline when booking your flight to arrange wheelchair assistance from curbside to the gate
Contact TSA Cares at least 72 hours before travel to arrange assistance through security screening
Talk to a TSA Agent for Disability Screening Help
If you need immediate assistance at the airport, you can talk to a TSA agent for disability screening help without advance notice.
What to Tell the TSA Officer
Be specific about your needs. Examples:
"I have an insulin pump and need assistance with screening"
"I am traveling with a child who has autism and may need extra time"
"I have difficulty standing for long periods"
"I am traveling with a service animal"
Your Rights During Screening
You can request a private screening with a witness of your choice
You can request a pat-down instead of imaging technology
You can request that your insulin pump or continuous glucose monitor be screened without disconnecting
You can request a visual inspection of medications and diabetes supplies rather than X-ray
Emergency TSA Assistance for Hidden Disabilities
For travelers with hidden disabilities—such as autism, cognitive impairments, PTSD, or sensory processing disorders—airport security can be overwhelming. TSA Cares provides specialized support for these situations .
What Are Hidden Disabilities?
Hidden disabilities are conditions that may not be immediately visible to others but can significantly impact a person's ability to navigate security screening. These include :
Autism spectrum disorders
Sensory processing disorders
Post-traumatic stress disorder (PTSD)
Cognitive impairments
Dementia or Alzheimer's
Anxiety disorders
Hearing or visual impairments
The Sunflower Lanyard Program
Many airports now participate in the Sunflower Lanyard Program, which helps passengers subtly inform airport staff that they have an invisible or less visible disability and may need extra assistance . Participants wear a green sunflower lanyard, signaling to TSA and airport staff that they may require additional support.
Tips for Travelers with Hidden Disabilities
Contact TSA Cares 72 hours in advance to discuss your specific needs
Practice the screening process at home if possible to reduce anxiety
Carry documentation from your healthcare provider if helpful
Arrive early to allow plenty of time for screening
Use the Disability Notification Card to discreetly communicate with officers
Contact TSA Cares for Urgent Flight Screening
If you have an urgent situation requiring immediate assistance with flight screening, contact TSA Cares for urgent flight screening using the following methods:
What Constitutes an Urgent Situation
Forgot to call TSA Cares and your flight is today
Need immediate assistance with a medical device at the checkpoint
Traveling with a child who is experiencing a sensory crisis
Unexpected equipment or medication issues at security
What to Do If You Need Urgent Help
If outside operating hours, ask for a supervisor at the airport checkpoint
Explain your situation clearly and request a Passenger Support Specialist
Be prepared to wait—last-minute requests may take longer to accommodate
Request TSA Cares Assistance by Phone for Seniors
Older adults may face mobility challenges, cognitive changes, or require additional support during security screenings. Requesting TSA Cares assistance by phone for seniors ensures a smoother experience .
Additional Resources for Senior Travelers
TSA PreCheck can reduce the need to remove shoes, belts, and light jackets
Airline assistance should be arranged separately for wheelchair transport from curbside
Arrive early to allow extra time for screening
TSA Cares for Travelers with Diabetes
The American Diabetes Association provides specific guidance for travelers with diabetes who need TSA Cares assistance .
Screening Process for Insulin Pumps
Inform the officer about the pump before screening begins
You can be screened using imaging technology, metal detector, or a thorough pat-down
The pump is subject to additional screening—usually a self-patdown followed by explosive trace detection of your hands
Diabetes Supplies at Security
You have the option to request a visual inspection rather than X-ray
You should separate supplies from other property in a pouch or bag
If supplies cannot be cleared visually, they must be X-rayed
If you refuse screening, you may not be permitted to carry medications into the sterile area
TSA Cares Email and Online Request Options
If you prefer not to call, TSA Cares offers several digital channels for requesting assistance.
Email Support
Email Address: TSA-ContactCenter@tsa.dhs.gov
Best For:
Non-urgent inquiries
Documentation of your request
Travelers who are deaf or hard of hearing
Response Time: 2-3 business days
Online Request Form
TSA provides an online form through the TSA Cares webpage . This is the preferred method for submitting a formal assistance request at least 72 hours before travel.
What to Include in Your Email or Online Request
Full name
Travel date and time
Departure airport
Airline and flight number
Specific details about your disability, medical condition, or need
Any medical devices or mobility aids you use
Contact information
FAQs About TSA Cares Disability Assistance
What is TSA Cares?
TSA Cares is a dedicated helpline program established by the Transportation Security Administration to assist travelers with disabilities, medical conditions, and other special circumstances during the security screening process .
What are TSA Cares hours of operation?
Monday through Friday: 8 AM to 11 PM ET; Weekends and holidays: 9 AM to 8 PM ET .
How far in advance should I call TSA Cares?
TSA recommends calling at least 72 hours before your scheduled departure to ensure timely coordination of your request .
What is a Passenger Support Specialist?
A Passenger Support Specialist (PSS) is a TSA officer who has received specialized training on how to effectively assist and communicate with individuals with disabilities or medical conditions .
Does TSA provide wheelchair assistance from the curb?
No. TSA does not provide wheelchair service from curbside to the gate. This service is provided by your airline. Contact your airline when booking your flight .
What is the Disability Notification Card?
TSA has created an optional Disability Notification Card that you can hand to TSA officers to discreetly inform them that you have a disability, medical condition, or medical device that may affect security screening .
What is the Families on the Fly program?
Families on the Fly is a TSA initiative that creates dedicated security checkpoint lanes for families traveling with children, announced in 2025 and expanded in 2026 .
Can I get assistance for a hidden disability?
Yes. TSA Cares provides Passenger Support Specialists trained to assist individuals with cognitive and sensory disabilities, autism, and other hidden disabilities .
How do I request a visual inspection of my diabetes supplies?
Inform the TSA officer before screening begins that you request a visual inspection of your diabetes supplies rather than X-ray screening .
Conclusion
Air travel should be accessible to everyone. TSA Cares is a vital resource designed to ensure that travelers with disabilities, medical conditions, and special needs can navigate security screening with dignity and confidence.