How to Request a Passenger Support Specialist at the Airport

What a Passenger Support Specialist does and when to request one

A Passenger Support Specialist is a TSA officer trained to help travelers with disabilities, medical conditions, or other needs move through security screening. They can provide extra time, allow you to keep on medical equipment, let a companion stay closer during screening, or adjust the screening process itself — for example, a specialist might do a physical pat-down instead of sending you through a scanner if you have a pacemaker or are pregnant.

You request one before you reach the security checkpoint, not during screening. The specialist meets you at the checkpoint and walks you through the process at your pace. They do not bypass security; they modify how it happens so you can get through safely and with dignity.

You might request one if you use a wheelchair or mobility device, have a prosthetic limb, wear an ostomy pouch, have a service animal, are traveling with medication you need to keep with you, are deaf or hard of hearing, have autism or anxiety that makes crowded screening difficult, are pregnant, or have any other condition that makes standard screening uncomfortable or unsafe.

Key Takeaways

• Request a Passenger Support Specialist at least 72 hours before your flight by calling 855-787-2227 or using the TSA Cares online form at tsa.gov/tsa-cares.
• You do not need a diagnosis or medical documentation to request one — describe what you need help with, and TSA will arrange it.
• The specialist meets you at the checkpoint on the day of travel and stays with you through the screening process.
• If you cannot request ahead, tell a TSA officer at the checkpoint that you need assistance, and they will call a specialist to meet you there.
• TSA Cares is free and does not affect your security clearance or travel record.

How to request one before your flight

Call the TSA Cares line at 855-787-2227 at least 72 hours before your flight. Have your flight information ready: airline, flight number, and departure time. Tell the TSA officer what you need — you do not have to name a diagnosis. Say things like "I use a wheelchair and need help getting through the metal detector" or "I have anxiety in crowded spaces and need someone to walk me through" or "I have a service dog and want to make sure the screening goes smoothly."

The officer will confirm your flight details, note your needs in the system, and tell you to check in with TSA at the checkpoint on the day you travel. They will give you a confirmation number. Write it down or take a photo, though you do not need it to get help — the airport TSA office will have your information either way.

If you prefer to request online, go to tsa.gov/tsa-cares and fill out the form. You will enter your flight details and describe what you need. TSA will contact you within 24 hours to confirm. Online requests take slightly longer to process, so call if your flight is within three days.

If you miss the 72-hour window, call anyway. TSA will do its best to have a specialist meet you, though it is not may provide. If you cannot call ahead at all, tell any TSA officer at the checkpoint that you need a Passenger Support Specialist, and they will radio for one to come to you.

What happens at the checkpoint on travel day

Arrive at the airport with the same amount of time you normally would. Go to the TSA security checkpoint as usual. Look for a TSA officer or information desk and tell them you requested a Passenger Support Specialist. Give them your confirmation number if you have it, or just say your name — they will find your reservation in the system.

A specialist will meet you within a few minutes. They will ask you again what you need help with, answer any questions, and walk you through each step of screening before it happens. If you need to keep medication with you, they will inspect it and let you carry it through. If you need a companion nearby, they will allow it. If you need a private screening area, they will arrange one. If you need extra time, they will give it to you.

The specialist stays with you until you have cleared security and are past the checkpoint. They do not go to your gate or onto the plane. The whole process usually takes 10 to 15 minutes longer than standard screening, depending on what you need.

What you can bring through security with a specialist's help

A Passenger Support Specialist can allow you to keep certain items with you during screening that would normally go in a bin or be removed. Medical equipment — insulin pumps, continuous glucose monitors, hearing aids, cochlear implant processors — can stay on your body. Medications in liquid form (like insulin or saline solution) can come through in quantities larger than the standard 3.4-ounce limit if you explain why you need them.

Ostomy supplies, colostomy bags, and other medical pouches do not have to be removed. Compression garments, braces, and other medical clothing can stay on. If you wear a prosthetic limb, you can keep it on during screening, though the officer may do a pat-down around it. A service animal stays with you and does not go through the scanner.

The specialist will explain what the screening process will be for each item. If something cannot come through as-is, they will tell you why and what your options are — for example, you might be able to do a visual inspection instead of a scanner pass.

If you travel frequently or have ongoing needs

If you travel more than once or twice a year and have the same needs each time, you can request a Passenger Support Specialist for each trip individually, or you can ask TSA about setting up a standing arrangement. Call 855-787-2227 and ask whether your situation qualifies for a recurring request. Some travelers with permanent disabilities or chronic conditions can have a note in the system that flags them for specialist assistance automatically.

You can also enroll in TSA PreCheck if you are a U.S. citizen or permanent resident. PreCheck does not replace a Passenger Support Specialist, but it does give you a shorter, less crowded screening lane, which some travelers find easier to navigate. You can use both — request a specialist and use your PreCheck benefits on the same trip.

If your needs change between trips, call ahead and update them. If you did not request a specialist but realize at the airport that you need one, tell a TSA officer immediately. They will call one to meet you, though it may take longer than if you had requested ahead.

What to do if you have a service animal

A service animal — a dog or miniature horse trained to perform a task for someone with a disability — does not have to go through a scanner or be separated from you during screening. Tell the TSA officer that you have a service animal and request a Passenger Support Specialist when you book, or tell the officer at the checkpoint.

The specialist will allow your animal to stay with you and may do a visual inspection of the animal's harness or vest instead of running it through a scanner. Your animal will not be required to walk through a metal detector. If the animal alerts or reacts during screening, the specialist can move to a quieter area or adjust the process to keep your animal calm.

Emotional support animals and pets are not the same as service animals under TSA rules. Pets must go through standard screening. Emotional support animals have more flexibility than pets but fewer rights than service animals — tell the officer what you have so they can explain what will happen.

Frequently Asked Questions

Do I need a doctor's note or disability documentation to request a specialist?

No. You do not need to provide any medical records, diagnosis, or proof of disability. You simply describe what you need help with. TSA takes your word for it. If you want to bring documentation, you can, but it is not required.

What if I am traveling with a companion who also needs help?

Call TSA Cares and mention that both of you need assistance. TSA will arrange for a specialist to help both travelers, or two specialists if needed. Tell them you are traveling together so they can coordinate.

Can a Passenger Support Specialist help me if I am traveling with a child?

Yes. If your child has a disability, medical condition, or anxiety that makes screening difficult, you can request a specialist for them. The specialist will help your child through the process and can allow you to stay closer than you normally would during screening.

What if I have a connecting flight?

You need to request a specialist for each airport where you go through security. If you have a connection, call TSA Cares or use the online form for both your departure airport and your connection airport. Give them both flight numbers so they know you are connecting.

Is there a cost to request a Passenger Support Specialist?

No. TSA Cares and Passenger Support Specialists are free. There is no fee, and it does not affect your frequent flyer account, TSA PreCheck status, or any other travel record.