Customer Service | Transportation Security Administration (2024)

Am I allowed to carry my CPAP machine onboard the plane, do I have to remove it from my carry-on?

A nebulizer, CPAP, BiPAP and APAP must be removed from its carrying case and undergo X-ray screening. Facemasks and tubing may remain in the case. You may provide a clear plastic bag to place the device through the X-ray.

I am traveling with medication, are there any requirements I should be aware of?

All passenger items must undergo security screening. It is recommended that medication be clearly labeled to facilitate the screening process.

You may bring medically necessary liquids, medications and creams in excess of 3.4 ounces or 100 milliliters in your carry-on bag. Remove them from your carry-on bag to be screened separately from the rest of your belongings.

I have a service animal, what type of screening should I expect?

You and your service dog/animal will be screened by a walk-through metal detector. You may walk through together or you may lead the animal through separately on a leash.

If you opt not to be screened by the Advanced Imaging Technology (AIT), or a walk-through metal detector (WTMD), you will undergo a pat-down.

If the metal detector alarms, you and your service dog/animal will undergo additional screening, including a pat-down.

During the additional screening, do not make contact with the dog/animal (other than holding the leash) until a TSA officer has completed inspection of your dog/animal. TSA will not separate you from your service animal. If you have concerns about your screening, you can ask to speak with a supervisor or passenger support specialist at any point during the process.

Service dog/animal collars, harnesses, leashes, backpacks, vests and other items are subject to security screening. Items that are necessary to maintain control of theservice dog/animal or indicate that the service dog/animal is on duty do not require removal to be screened.

If you need to relieve your service dog and must exit the security checkpoint, you and the service dog will need to go through the screening process again. You may request to move to the front of the line upon your return.

Medication for service animals must go through X-ray or inspection screening. Please separate medications and inform the TSA officer that you carry these items for your service dog.

I need special assistance during screening, whom can I contact before arriving to the airport?

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

Contact us 72 hours prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint. You may call (855) 787-2227 or submit an online form.

What are the procedures if I have an internal or external medical device, such as a pacemaker or metal implant?

Advanced Imaging Technology (AIT)can facilitate your screening and reduces the likelihood of a pat-down. Inform the TSA officer that you have an artificial knee, hip, other metal implant or a pacemaker, defibrillator or other internal medical device. You should not be screened by a walk-through metal detector if you have an internal medical device such as a pacemaker. Consult with your physician prior to flying.

If you choose to not be screened through the Advanced Imaging Technology (AIT), or a walk-through metal detector (WTMD), you will undergo a pat-down screening.

Face Masks

TSA has made provisions for those that cannot safely wear a mask. Travelers under the age of 2 years old, those with a disability who cannot wear a mask, or cannot safely wear a mask for reasons related to a disability as defined by the Americans with Disabilities Act, and those for whom a mask would create a risk to workplace health, safety, or job duty as determined by relevant workplace safety guidelines or federal regulations are exempt from the face mask requirement.

How do I recover a lost item left at the airport?

Contactlost and found to locate items left at the security checkpoint. For items left elsewhere in the airport, please contact the airport authority.

I have a missing or damaged item. How do I file 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.

What information should I provide on the claim?

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

What is the status of my 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. You can check the status of your claim at any time.

How do I retrieve a prohibited item that was removed from my baggage?

There are no provisions for returning prohibited items removed from checked baggage. Passengers should contact their airline with further questions about possible hazardous materials.

Is Breast Milk, Formula and Juice exempt from the 3-1-1 liquids rule?

Formula, breast milk, juice in quantities greater than 3.4 ounces or 100 milliliters are allowed in carry-on baggage and do not need to fit within a quart-sized bag. Remove these items from your carry-on bag to be screened separately from the rest of your belongings. You do not need to travel with your child to bring breast milk. Breast milk and formula are considered medically necessary liquids. This also applies to breast milk pumping equipment (regardless of presence of breast milk).

Ice packs, freezer packs, frozen gel packs and other accessories required to cool formula, breast milk and juice - regardless of the presence of breast milk - are allowed in carry-on. If these accessories are partially frozen or slushy, they are subject to the same screening as described above. You may also bring gel or liquid-filled teethers, canned, jarred and processed baby food in carry-on baggage. These items may be subject to additional screening.

May I pack food in my carry-on or checked bag?

Yes, you may pack food in your carry-on or checked bag, but remember all food must undergo x-ray screening. Foods that are liquids, gels, or aerosols must comply with the 3-1-1 liquids rule. TSA officers make the final decision on whether certain items are permitted into the secured areas of the airport.

What is the 3-1-1 liquids rule?

Each passenger may carry liquids, gels and aerosols in travel-size containers that are 3.4 ounces or100 milliliters. Each passenger is limited to one quart-size bag of liquids, gels and aerosols. Common travel items that must comply with the 3-1-1 liquids rule include toothpaste, shampoo, conditioner, mouthwash and lotion.

Customer Service | Transportation Security Administration (1)

What happens if TSA determines I am traveling with an item that is deemed hazardous material?

If hazardous materials are found in a passenger’s checked baggage, those items are brought to the attention of the airline with which the passenger is booked. Once the airline determines whether the item is permitted or prohibited, TSA officers accept the airline’s determination.

What is the policy on powders? Are they allowed?

Starting June 30, 2018, if you are traveling from an international last-point-of-departureto the U.S., powder-based substances in carry-on baggage greater than 350mL or 12 oz. may require additional screening at the central checkpoint. Powder-like substances over 12 oz. or 350mL in carry-on that cannot be resolved at the central checkpoint will not be allowed onto the cabin of the aircraft and will be disposed of.

For your convenience, place powders in your checked bag.

The measures have already been implemented at U.S. airports nationwide to identify and prevent potentially dangerous items from being brought aboard the aircraft. There are no changes to what is allowed in carry-on baggage at U.S. airport checkpoints.

How do I apply for TSA PreCheck®?

Visit to select the enrollment provider that best meets your needs and has an enrollment location near you. You can pre-enroll online and make an appointment for the in-person process, or walk-in to an enrollment center without an appointment.

The online application takes five minutes to complete with the in-person visit taking 10 minutes. During the in-person process, the enrollment provider will collect your biometric data (fingerprints, photo), verify identity documents, and collect payment.

Any website that claims to allow consumers to register for TSA PreCheck that does not end in “.gov” is not an official TSA PreCheck website. Consumers who are applying for TSA PreCheck for the first time cannot pay the application fee online, they must complete their application and pay in-person at a TSA enrollment center. First time applicants are not asked to provide payment information online.

Before you apply, we recommend that you review the various DHS trusted traveler programs: TSA PreCheck® Application Program, Global Entry, NEXUS, or SENTRI, to ensure you meet the eligibility requirements and determine the best program for you. If you travel internationally four or more times a year, consider enrolling in Global Entry. If you take less than four international trips a year, TSA PreCheck is a great choice for domestic travelers.

How do I update my personal information for my TSA PreCheck® membership?

If you are a member of the TSA PreCheck® Application Program, please contact the enrollment provider you applied with. Click here for the enrollment provider contact information to make changes to your name, address, or other information contained in your records. You will be provided information regarding documentation needed to process the change.

If you change your name and do not update your TSA PreCheck membership to match the new details, you will not be able to use your TSA PreCheck benefits when traveling until the name change process is completed.

I am having trouble with my Global Entry Program membership, whom do I contact?

If you have questions or concerns about your Global Entry, NEXUS, or SENTRI membership, you may visit the Trusted Traveler Program website or contact Customs and Border Protection at (877) 227-5511 or by email.

I am traveling with my family; can they also use the TSA PreCheck® lane?

Children 12 and under may accompany an enrolled parent or guardian in the TSA PreCheck lanes without restriction. Children 13-17 must have the TSA PreCheck logo on their boarding pass. To be eligible to receive the TSA PreCheck logo on their boarding pass, the passenger between the ages of 13 and 17 must be on the same airline reservation with a TSA PreCheck-eligible parent or guardian.

Children 17 and under who will be traveling alone or without a TSA PreCheck-eligible adult must apply for TSA PreCheck to have access to expedited screening. Please note, adults using gate passes to accompany children traveling alone will be directed to standard screening as gate passes are excluded from TSA PreCheck benefits. This applies even if the gate pass holder has enrolled in TSA PreCheck. The adult will not be permitted to join the child in the TSA PreCheck lane.

Please note, no individual is guaranteed expedited screening because TSA uses unpredictable security measures, both seen and unseen, throughout the airport. All travelers will be screened, and no individual is guaranteed expedited screening.

I forgot my KTN. How do I find it?

If you are a member of the TSA PreCheck® Application Program, look up your Known Traveler Number (KTN) here.

If you are a member of another trusted traveler program, such as Global Entry, NEXUS, or SENTRI, log on to the Trusted Traveler Program website to obtain your PASSID, which is your KTN.

If your TSA PreCheck® benefits come through HME, TWIC®, or DoD, please visit these respective links for additional information: HME,TWIC®,DoD.

If your TSA PreCheck® benefit comes through TSA PreCheck® for DHS employees, please visit TSA PreCheck® for DHS Employees | TSA PreCheck® for additional information.

Customer Service | Transportation Security Administration (2024)


Do you have to answer TSA questions? ›

If you are a U.S. citizen, you need only answer questions establishing your identity and citizenship, although refusing to answer routine questions about the nature and purpose of your travel could result in delay and/or further inspection.

How do I speak to someone at TSA PreCheck? ›

How can we help you? There are a few options available to contact us.
  1. FAQ. Start here! ...
  2. Email. You can request information, submit a complaint or compliment, tell us about a TSA PreCheck® issue, and request TSA Cares Assistance as well as let us know about a security issue or civil rights violation.
  3. Call. (866) 289-9673.

How long does it take to get approved for TSA PreCheck? ›

Most applicants receive approval notification in 3-5 days, though some applications can take up to 60 days.

How do I get a TSA autism card? ›

Call 72 hours prior to your travel at (855) 787-2227 or federal relay 711 on weekdays, 8 a.m. to 11 p.m. ET and weekends/holidays, 9 a.m. to 8 p.m. ET. For more information on travel and to print your own notification card to present to the TSA officer for accommodations during security screening, visit

How do I pass the TSA interview? ›

TSA Interview Tips
  1. Show up on time for check-in.
  2. Make sure you come prepared with two forms of ID.
  3. Get a good night's sleep before in the interview.
  4. Make sure you have your glasses or contacts if needed.
  5. Use your candidate dashboard to collect any needed information.

Can you refuse TSA? ›

You can tell the TSA agent that you do not wish to go through the scanner. TSA agents are required under TSA policy to honor your request, but might try to encourage or pressure you to go through anyway. To be as clear as possible, say, "I opt out." If you opt out, you will be subject to a “standard pat-down.”

What does a TSA customer service representative do? ›

As an Enrollment Agent (i.e., Customer Service Rep), you'll be collaborative and inclusive as you provide great customer service in our retail stores by helping customers realize an easier flying experience through TSA Precheck or by initiating background checks and other services for various federal or state programs ...

How do I contact clear TSA customer service? ›

You may also contact our customer service group at or 1-855-CLEARME (253-2763), but it may take a day or two to process.

How do I ask a TSA agent a question? ›

No problem! Reach us at @AskTSA on Facebook, Twitter & Apple Messages, or call (866) 289-9673.

Can I walk in for TSA PreCheck without an appointment? ›

Visit to select the enrollment provider that best meets your needs and has an enrollment location near you. You can pre-enroll online and make an appointment for the in-person process, or walk-in to an enrollment center without an appointment.

What documents are required for TSA PreCheck? ›

List A
  • Unexpired U.S. Passport (book or card)
  • Unexpired Enhanced Tribal Card (ETC)
  • Unexpired Free and Secure Trade (FAST) Card.
  • Unexpired U.S. Enhanced Driver's License (EDL) or Unexpired Enhanced Identification Card (EID)
  • Permanent Resident Card (I-551) often referred to as a “Green Card”

What is the fastest way to get TSA PreCheck? ›

The fastest and easiest way to enroll in TSA PreCheck® is to start the application online. You do not need to get TSA PreCheck® if you already have Global Entry, NEXUS, SENTRI, or hold an active TWIC® or Commercial Driver's License (CDL) with an HME.

Is TSA PreCheck free for people with disabilities? ›

Can the fee for TSA PreCheck® be waived because I have a disability or medical condition? No. The application fee covers the cost of the background check and cannot be waived.

What is the TSA hidden disability card? ›

The TSA Notification Card allows travelers with disabilities to discreetly inform airport security personnel about any medical conditions, disabilities, medical devices on their person or medications that might impact the screening process.

Who Cannot apply for TSA? ›

Applicants may be ineligible due to incomplete or false application information, certain violations of federal security regulations, or disqualifying criminal offenses and factors. Global Entry, NEXUS, and SENTRI allow some foreign citizens to apply. You can find more information on all programs here.

Can you refuse to answer questions at the airport? ›

If you are a U.S. citizen and have established your citizenship, you have the right to enter the U.S. This means that you can decline to answer the officer's questions, though doing so may delay your entry to the U.S. If you are a visa-holder or LPR, you have the same right to remain silent, but if you refuse to answer ...

Can you refuse to answer CBP questions? ›

Even though you always have the right to remain silent, if you don't answer questions to establish your citizenship, officials may detain you longer in order to verify your immigration status.

Can a TSA agent detain you? ›

Types of Airport Security

The TSA is a division of Homeland Security and is primarily responsible for screening passengers and baggage for terrorism threats. The TSA does not have the power to make an arrest; however, a TSA agent can detain you until local law enforcement arrives.

What happens if you fail the TSA interview? ›

An insufficient score in the standardized interview is obtained if the candidate obtains a score lower than "3" (score of 1 or 2) for one of the competencies and/or a pass for the competency "Honesty/Integrity". In this case, the interview is failed, and the candidate will not continue the Airport Assessment.


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