Airport security can be smoother and less stressful for passengers with disabilities or medical conditions if they use a program called TSA Cares. This program provides specially-trained Passenger Support Specialists (PSS) who ensure a positive security screening experience for travelers who need extra help.
The TSA Cares Program is especially relevant at Rochester International Airport (RST) because of the high number of Mayo Clinic patients who pass through. About 75 percent of TSA officers at RST have been certified as Passenger Support Specialists, signifying that they’ve received training in how to effectively assist and communicate with individuals with disabilities or medical conditions and how to help travelers who need additional screening assistance.
RST’s Passenger Support Specialists are here for you!
David Miller and Cynthia Erdmann are two of the TSA officers at RST who are certified as Passenger Support Specialists and passionate about helping people.
They say they commonly assist travelers who have mobility challenges, require assistance with medical liquids or equipment, have recently had a surgery or procedure, or have invisible disabilities like autism.
Because RST is a small airport, they’re able to meet passengers when they’re entering the terminal and escort them through security and to their gate.
“I like to know that we’ve taken some stress out of their day,” says Cynthia, who has been a TSA officer for five years and became certified as a Passenger Support Specialist four months ago. “We don’t know what they’ve been going through and we want to make this part of their experience calmer and easier for them.”
Connect with the TSA Cares Program.
Travelers or their family members can request assistance from a Passenger Support Specialist in advance or on the spot.
Requesting assistance for service 72 hours before your flight is recommended. To make a request:
- Call (855) 787-2227 or
- Submit a request online
“After a passenger or their family has made a request, it trickles down to us in Rochester and we give them a courtesy call to see if they have any additional needs,” says David, who has been a TSA officer for almost 20 years and certified as a Passenger Support Specialist for 8 years. “We can put them at ease before they even get to the airport.”
David notes that even if the person who requested the services doesn’t answer their phone, a Rochester-based Passenger Support Specialist leaves them a message. “It’s nice for them to have a local number to call us back instead of a national number.”
Those who realize they need help when they’re already at the airport can find it easily as well.
- You can ask any RST employee to refer you to a Passenger Support Specialist.
- You can identify a Passenger Support Specialist by the yellow band on their epaulet or their white lanyard.
- If you have a disability or medical condition, consider wearing a lanyard or band that identifies your needs. This can help a Passenger Support Specialist identify you and offer assistance. (RST makes Hidden Disabilities Sunflower program lanyards available at our service counter between the ground transportation desk and security.)
Reap the benefits of using TSA Cares.
The TSA Cares program can help you feel calmer and less overwhelmed. Here’s a recap of the advantages.
- Reduced stress and anxiety. Knowing you have someone to help you navigate and guide you through security can make a big difference.
- A more positive travel experience. By making security screening less stressful, TSA Cares can help ensure a smoother and more enjoyable travel experience.
Spread the word.
David and Cynthia note that many travelers are not aware of the TSA Cares program and they’re on a mission to raise its visibility. Help spread the word and let your friends, family and patients (if you’re a healthcare provider) know about this valuable program!
