Customer Service | Transportation Security Administration

Customer Service | Transportation Security Administration
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How can we help you? There are a few options available to contact us.
You may find an answer to your questions and concerns in frequently asked questions.
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Text "Travel" to AskTSA (275-872)
Questions? Comments? Contact us for live assistance from 8 a.m. to 6 p.m. ET.
* Msg frequency varies. Msg & data rates may apply.
AskTSA
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.
Email TSA
(866) 289-9673
Automated information is available anytime in several languages. Representatives are available 8 a.m. to 11 p.m. ET weekdays; 9 a.m. to 8 p.m. weekends/holidays
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Privacy Act Statement
TSA Passenger Experience Surveys
TSA has conducted Passenger Experience Surveys at multiple airports nationwide, collecting over 36,000 responses. The results over three iterations and six years have been consistent and overwhelmingly positive. 94% of passengers reported they were satisfied with their experience at the checkpoint and trust TSA to keep air travel safe. For more details on the results of the 2023 and 2025 surveys click the buttons below.
2023 Survey
2025 Survey
Top Frequently Asked Questions
Am I allowed to carry my CPAP machine onboard the plane, do I have to remove it from my carry-on?
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.
Face Masks
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.
I am traveling with medication, are there any requirements I should be aware of?
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?
I have a service animal, what type of screening should I expect?
Inform the TSA Officer
Inform the TSA officer about your service animal. TSA will not separate you from your service animal.
Screening in Standard and TSA PreCheck® Lanes
You and your service 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 the metal detector alarms, you and your service animal will undergo additional screening, including a pat-down.
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.
Individuals that are not screened by technology due to the use of a mobility device will receive additional screening which may include a pat-down and screening of your mobility device and service animal.
Passengers aged 75 and older with mobility devices may receive alternative screening procedures, which can include remaining seated while security officers conduct necessary checks of the individual, their device, and any accompanying service animal.
TSA PreCheck passengers who are unable to stand or walk may remain seated in their mobility device during screening. Security officers will conduct appropriate checks of the passenger, their mobility device, and any service animal.
Additional screening of the service animal may consist of a combination of visual inspection and/or a pat-down to determine that the animal is not carrying any prohibited items. Service animal collars, harnesses, leashes, backpacks, vests and other items are subject to security screening. Items that are necessary to maintain control of the service animal or indicate that the service animal is on duty, do not require removal to be screened.
The TSA officer will ask for the handler’s assistance before touching the service animal and its belongings.
During the additional screening, do not make contact with the animal (other than holding the leash) until a TSA officer has completed inspection of your 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.
If you need to relieve your service animal and must exit the security checkpoint, you and the service animal will need to go through the screening process again. You may request to move to the front of the line upon your return.
Medication
and food items for service animals must go through X-ray or inspection screening. Please separate large quantities of food items and medications (unless directed otherwise to keep these items in your bag) and inform the TSA officer that you carry these items for your service animal.
I need special assistance during screening, whom can I contact before arriving to the airport?
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 circumstances 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?
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.
Passed by Congress in 2005, the REAL ID Act established minimum security standards for state-issued driver’s licenses and identification cards and prohibits federal agencies, like TSA, from accepting licenses and identification cards for official purposes from states that do not meet these standards. Learn about
REAL ID
or
read the FAQ
How do I file a claim for a missing or damaged item?
How do I file a claim for a missing or damaged item?
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.
How do I recover a lost item left at the airport?
How do I recover a lost item left at the airport?
Contact
lost and found
to locate items left at the security checkpoint. For items left elsewhere in the airport, please contact the airport authority.
What information should I provide on the claim?
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?
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?
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?
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.
Liquids, Aerosols, and Gels Rule
Liquids, Aerosols, and Gels 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.
May I pack food in my carry-on or checked bag?
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 happens if TSA determines I am traveling with an item that is deemed hazardous material?
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?
What is the policy on powders? Are they allowed?
Starting June 30, 2018, if you are traveling from an international last-point-of-departure to 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®?
How do I apply for TSA PreCheck®?
Visit
tsa.gov/precheck
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.
I am a TSA PreCheck passenger and I have a metal implant or medical device. What should I do?
I am a TSA PreCheck passenger and I have a metal implant or medical device. What should I do?
Inform the TSA officer that you have a metal implant or medical device.  If you have been issued a boarding pass with the TSA PreCheck indicator, you may request Advanced Imaging Technology (AIT) screening, if available. Requesting AIT screening through a TSA officer, PRIOR to going through the walkthrough metal detector, may enable you to keep your shoes on throughout the screening process.  Individuals with an internal medical device such as a pacemaker should not be screened by a walk-through metal detector. Consult with your physician prior to flying.  If you choose not to be screened through the Advanced Imaging Technology (AIT), or a walk-through metal detector (WTMD), you will undergo a pat-down screening.
Click
here
for more information about special procedures for persons with disabilities or medical conditions.
I am having trouble with my Global Entry/NEXUS/SENTRI membership; whom can I contact?
I am having trouble with my Global Entry/NEXUS/SENTRI membership; whom can 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?
I am traveling with my family; can they also use the TSA PreCheck® lane?
Yes, children 17 and under are eligible for TSA PreCheck screening if they meet certain criteria. Anyone 18 and older must have their own Known Traveler Number and enter it when booking their airline reservation.
Children 12 and under:
Can join you in TSA PreCheck lanes.
The TSA PreCheck indicator does not have to be on the child’s boarding pass for them to accompany you in the TSA PreCheck lane.
Children 13-17:
Can join you in the TSA PreCheck lane only when the TSA PreCheck indicator appears on the child's boarding pass.
To get the TSA PreCheck indicator on your child’s boarding pass make sure:
the adult and the child are on the same airline reservation,
the adult’s boarding pass has the TSA PreCheck indicator.
If the child does not have their own KTN, you should not enter one for the child on the reservation, leave the KTN field blank.
If the child is on a separate airline reservation, they will not be able to get TSA PreCheck unless they have their own KTN.
Children traveling alone:
If your child is traveling alone routinely, they should enroll in
TSA PreCheck
or another
DHS Trusted Traveler Program
If you are escorting your child with a gate pass, you will be directed to standard screening as TSA PreCheck benefits do not apply to gate passes regardless of membership status.
Unaccompanied minors, without an adult escort, in the TSA PreCheck lanes, must show an
acceptable ID
to receive expedited screening. Contact the airline for questions regarding their specific ID requirements for travelers under 18.
I forgot my Known Traveler Number (KTN). How do I find it?
I forgot my Known Traveler Number (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.
My personal information has changed. How do I update my information so that I can continue to receive TSA PreCheck®?
My personal information has changed. How do I update my information so that I can continue to receive TSA PreCheck®?
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.