Metal joints, a pacemaker, medication that has to stay cold, a knee that does not bend for a pat-down — none of it should be a surprise at the checkpoint. There is an official program built specifically for this, and most travellers who would benefit from it have never heard of it.
TSA Cares, and what it actually is
TSA Cares is the Transportation Security Administration's own assistance program for travellers with disabilities and medical conditions — not a third-party service, not a paid upgrade. Call the helpline at (855) 787-2227 before travelling, ideally at least 72 hours ahead, to ask specific questions about screening for a specific condition or device. Hours: weekdays 8am–11pm ET, weekends and holidays 9am–8pm ET. There is also an online request form and an email address (TSA-ContactCenter@tsa.dhs.gov) for the same purpose.
What it covers
- Joint replacements, pacemakers, insulin pumps and other implants or devices that may affect screening technology or set off a metal detector.
- Medically necessary liquids, gels and aerosols over the usual 3.4oz limit — insulin and other medications are allowed through in larger quantities, but it is worth confirming the specifics for an unusual medication ahead of time rather than at the checkpoint.
- Mobility aids: wheelchairs, walkers, scooters, and how they are screened.
- Difficulty standing, walking or following spoken instructions quickly.
- Traveling with a service animal.
- Difficulty communicating in English.
Two ways to get help, not just one
Calling ahead is for planning — finding out what to expect so nothing at the checkpoint itself is a surprise. Separately, on the day, any traveller can ask a TSA officer or supervisor for a Passenger Support Specialist — staff specifically trained to provide on-the-spot assistance through screening. The two are not mutually exclusive: calling ahead to know what is coming, then asking for a Passenger Support Specialist if the line or the checkpoint layout looks like it will be difficult, covers both the planning and the day itself.
What this does not do
TSA Cares does not move anyone to the front of the line and does not replace TSA PreCheck or Clear for a faster lane — it is specifically about the screening process itself being manageable, not about skipping the wait. For a cruise specifically, pair this with enough arrival buffer (see how much time to leave between landing and sailing) rather than treating it as a way to compress an already-tight connection.
The short version
- TSA Cares: (855) 787-2227, call at least 72 hours ahead for planning questions about a specific condition or device.
- Covers implants/devices, medically necessary liquids over 3.4oz, mobility aids, service animals, and communication or mobility difficulties.
- On travel day, ask any TSA officer for a Passenger Support Specialist for hands-on help at the checkpoint — no advance call required for that part.
- It makes screening manageable — it does not shorten the line or replace PreCheck/Clear.