• Who We Are
• For Travelers
• What We Do
• Join Us
• Our Approach
• Media Room
• Research Center

---

• For Travelers
• 3-1-1 for Carry-Ons
• Customer Service
• TSA Contact Center
• Claims Management Branch
• Discrimination
• Lost & Found
• Screening Process
• Travel Links
• Traveler Redress Inquiry Program
• Air Travel
• Highways
• Maritime
• Mass Transit
• Railroads

Frequently Asked Questions

Claims Management Office

I don't believe I am receiving proper customer service? What can I do?

The TSA Claims Management Office regards customer service as one of the most important aspects of our mission. We realize that passengers contacting the Claims Management Office have already suffered a loss or damage to their personal belongings. While we can never guarantee that every claimant will be satisfied with our adjudication of their claim, we continually strive to give professional and courteous service to everyone presenting a claim.

We pledge to be upfront and honest with every claimant and promise to utilize all possible information to properly adjudicate every claim. If we conclude a claim is not due to the negligence of a TSA employee, we will endeavor to thoroughly explain the reasoning to the passenger. While TSA always has a responsibility to reimburse passengers for loss or damage to their personal property when TSA negligence is apparent, we also have a responsibility to be good stewards of the taxpayer's funds.

If you have a customer service issue, please contact TSA and ask for the Claims Management Office Customer Service Manager.