Customer Service
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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?
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. You will undergo a pat-down if you are not screened by the walk-through metal detector.
If the metal detector alarms, you and your service dog/animal will undergo additional screening, including a pat-down.
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 email TSA Cares.
What are the procedures if I have an internal or external medical device, such as a pacemaker or metal implant?
Advanced imaging technology 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 or you alarm the walk-through metal detector, 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 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.
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 and juice in quantities greater than 3.4 ounces or 100 milliliters are allowed in carry-on baggage and do need to not fit within a quart-sized bag. These items should be separated from other liquids, gels and aerosols limited to 3.4 ounces.
Ice packs, freezer packs, frozen gel packs and other accessories required to cool formula, breast milk and juice are allowed in your 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.
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-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®?
It takes five minutes to submit an online application and schedule an in-person appointment that includes a background check and fingerprinting at an enrollment center.
Before you apply, we recommend that you review the various DHS trusted traveler programs, such as the TSA PreCheck® Application Program, Global Entry, NEXUS, or SENTRI, to ensure you meet the eligibility requirements and determine the best program for you.
How do I update my personal information for my TSA PreCheck® membership?
If you are a member of the TSA PreCheck® Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. ET, to make changes to your name, address, or other information contained in your records. You may also submit your inquiry online. You will be provided information regarding documentation needed to process the change.
If you are a member of Global Entry, NEXUS, or SENTRI, please submit an email or visit the Trusted Traveler Program website.
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 submit an email or visit the Trusted Traveler Program website.
Global Entry, NEXUS, and SENTRI are programs of U.S. Customs and Border Protection. These programs offer travel benefits to pre-screened members. If you join Global Entry, NEXUS, or SENTRI, use your membership number as a “known traveler number” in airline reservations to receive TSA PreCheck®.
I am traveling with my family; can they also use the TSA PreCheck® lane?
Children ages 12 and younger may use the TSA PreCheck® lane when traveling with a parent or guardian who has the indicator on their boarding pass. Travelers 13 and older who do not have a TSA PreCheck® boarding pass must go through standard security lanes or apply. Before applying, TSA recommends reviewing the various DHS trusted traveler programs, such as the TSA PreCheck® Application Program, Global Entry, NEXUS, and SENTRI, to determine the best program for your family.
I forgot my KTN. How do I find it?
If you are a member of the TSA PreCheck® Application Program, look up your KTN online.
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.