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Frequently Asked Questions

Claims Management Office

I don't want to file a claim with TSA, but I would like to file a complaint, compliment, or suggestion. How can I do this?

TSA maintains a 24/7 Customer Care Center to address the concerns of passengers. Complaints will be recorded and passed up through the TSA chain of command depending on the severity and subject matter.

You may contact the center:

By e-mail:

tsa-contactcenter@dhs.gov

By USPS mail

TSA Contact Center
601 South 12th Street TSA-22
Arlington, VA 22202

TSA developed the Pledge to Travelers so everyone will know what to expect and to dispel any concerns they may have.

The Pledge to Travelers consists of seven points:

1. We pledge to do everything we can to ensure that your flight is secure.

2. We pledge to treat you with courtesy, dignity and respect during the screening process.

3. We pledge that if additional screening is required, we will communicate and explain each step of the additional screening process.

4. We pledge to honor your request for a private screening at any time during the screening process.

5. We pledge that if additional screening of your person is required, it will be provided by a screener of the same gender.

6. We pledge to accept all feedback and to consider your input as a vital part of our effort to continually enhance the screening experience.

7. We pledge to respond to your comments in a timely manner.

The Pledge is a tangible reminder of TSA's promise to the traveling public to provide top-notch security and customer service in the performance of all duties. TSA welcomes all customer comments.