What accessibility help is available at major US airports, and how do I arrange it?

Summary

The steps

1. 1

   Start with your airline: wheelchair and boarding assistance under the Air Carrier Access Act

   Answer first: Wheelchair assistance and boarding help at a US hub airport come from your airline, not the airport. This is a federal requirement under the Air Carrier Access Act, administered by the US DOT and documented at transportation.gov, Traveling with a Disability. Request it when you book and confirm before you fly.

   The Air Carrier Access Act requires airlines to provide, on request:

   • Wheelchair or escort service from the check-in area or curb to the gate
   • Help boarding and leaving the aircraft
   • Assistance with connections between gates

   Do not wait until you arrive at the airport to make this request. Confirm the request again before you fly, call the airline or check your booking to make sure the assistance is noted on your reservation.

   At ATL, wheelchair assistance is arranged through your airline. ATL also publishes an ADA and Special Services map at atl.com/civil-rights.

   For ground transport to and from the airport, see our companion guide: How do I get to and from a major US airport?

   Do this

   Request wheelchair or boarding assistance from your airline at the time of booking.,Confirm the assistance request before your travel date, call the airline or check your booking.,At ATL, visit atl.com/civil-rights for the ADA and Special Services map.

   Example

   A traveller booking a flight through ATL requests wheelchair assistance at the time of booking. Before the trip, they call the airline to confirm the request is on their reservation. At the airport, an airline representative meets them at check-in with a wheelchair.

   Best practice

   Request assistance as early as possible. Last-minute requests at the airport may be accommodated, but advance notice gives the airline time to ensure the right support is in place.
2. 2

   TSA Cares: getting through the security checkpoint

   Answer first: For security checkpoint accommodations, call TSA Cares at (855) 787-2227 at least 72 hours before your flight. TSA, not the airline, manages the checkpoint. TSA Cares is the program designed specifically for travellers with disabilities and medical conditions, documented at tsa.gov, Special Assistance During Screening.

   A TSA representative can explain what to expect at the checkpoint and, where available, arrange for a Passenger Support Specialist to meet you. TSA Cares covers the checkpoint only. For wheelchair help from the curb to the aircraft, or for in-flight assistance, contact your airline (see Step 1).

   At the checkpoint itself, you can also ask any TSA officer or supervisor for a Passenger Support Specialist: you do not need to have called TSA Cares in advance to make this request at the checkpoint.

   Do this

   Call TSA Cares at (855) 787-2227 at least 72 hours before your flight.,At the checkpoint, ask any TSA officer or supervisor for a Passenger Support Specialist if you need additional help.,Check the TSA FAQ page for current guidance on specific medical devices, conditions, or equipment.

   Example

   A traveller who uses a prosthetic limb calls TSA Cares three days before their flight. A TSA representative explains the screening process for prosthetics and notes the request. At the checkpoint, a Passenger Support Specialist guides them through the process.

   Best practice

   Call TSA Cares even if you are unsure whether your situation qualifies. The service is designed for a wide range of conditions and medical devices, and the call costs nothing.
3. 3

   The TSA notification card: a discreet communication tool at the checkpoint

   Answer first: The TSA notification card lets you tell a TSA officer about a condition or device discreetly, without speaking aloud in a public space. It does not exempt you from screening. Download it at tsa.gov, Disability Notification Card before your trip.

   Fill in the relevant information and present it to the officer when you reach the screening area. Screening will still take place, but the card helps the officer understand your situation before the process begins, which can make the interaction faster and less stressful.

   Do this

   Download the TSA notification card from tsa.gov before your trip.,Fill in the relevant details about your condition or device.,Present it to the TSA officer at the start of the screening process.

   Example

   A traveller with an insulin pump downloads the TSA notification card, fills in the details, and presents it at the checkpoint. The officer reads it before beginning screening, which allows the process to proceed without the traveller needing to explain their device verbally.

   Best practice

   Bring the card even if you have already called TSA Cares. The officer at the checkpoint may not have advance information from the call, and the card ensures your situation is communicated clearly at the point of screening.
4. 4

   Service animals: the current DOT rule explained

   Answer first: Under the current US DOT service-animal rule, a service animal must be a dog individually trained to do work or perform tasks for a person with a disability. Emotional support animals are not covered and are treated as pets by airlines. The DOT's final rule is published at transportation.gov, DOT Final Rule: Traveling by Air with Service Animals.

   The rule establishes what documentation airlines may require. Airlines may ask you to complete DOT service-animal forms before travel. Requirements and deadlines vary by airline, check with your airline at the time of booking.

   Emotional support animals are treated as pets under this rule, subject to the airline's standard pet policies. This distinction is set by the DOT rule itself, not by individual airline policy.

   Do this

   Confirm with your airline whether DOT service-animal forms are required and when they must be submitted.,Download and complete any required forms well in advance of your travel date.,Check the DOT's final rule page for the current definition and any updates.

   Example

   A traveller flying with a trained guide dog contacts their airline before booking to confirm the service-animal documentation requirements. The airline provides the DOT form, which the traveller completes and submits before the deadline.

   Best practice

   Contact your airline about service-animal requirements at the time of booking, not at the airport. Some airlines require forms to be submitted in advance; last-minute requests may not be accommodated.
5. 5

   Contacting the airport: terminal facilities and ADA services

   Answer first: For questions about terminal-level accessibility, such as terminal layout and ADA services, contact the airport's ADA or accessibility office directly. At ATL, the starting point is atl.com/civil-rights, which includes the ADA and Special Services map. For any other hub airport, check the airport's official website.

   The airport is responsible for the accessibility of its terminal facilities. Airlines handle boarding assistance; TSA handles the checkpoint. The airport handles everything in between that is not an airline or TSA function.

   For ground transport to and from the airport, see our companion guide: How do I get to and from a major US airport?

   Do this

   For terminal accessibility questions at ATL, visit atl.com/civil-rights.,For other hub airports, search the airport's official website for its ADA or accessibility page.,Contact the airport's accessibility office in advance if you have specific questions about terminal facilities.

   Example

   A traveller planning a trip through ATL visits atl.com/civil-rights before their trip to review the ADA and Special Services map and identify the relevant contacts for their needs.

   Best practice

   Do not rely on third-party sources for terminal accessibility details. Airport layouts and services change; the airport's own website is the authoritative source.

Who to contact, and when: the complete reference table

What this guide does not cover

FAQ

How do I arrange wheelchair assistance at a major US hub airport?

Contact your airline, not the airport, to request wheelchair or escort assistance. Airlines are required under the Air Carrier Access Act to provide assistance boarding and leaving the aircraft on request. The US DOT documents this requirement at transportation.gov/individuals/aviation-consumer-protection/traveling-disability. Make the request when you book your ticket and confirm it before you fly. At Atlanta Hartsfield-Jackson (ATL), wheelchair assistance is arranged through your airline; ATL also publishes an ADA and Special Services map at atl.com/civil-rights.

What is TSA Cares and how do I use it?

TSA Cares is a TSA program that helps travellers with disabilities and medical conditions navigate the security checkpoint. Call (855) 787-2227 at least 72 hours before your flight. TSA Cares covers the checkpoint only: for wheelchair help from the curb to the aircraft, or for in-flight assistance, contact your airline. At the checkpoint, ask any TSA officer or supervisor for a Passenger Support Specialist. Full details at tsa.gov, Special Assistance During Screening.

What is the TSA notification card and does it exempt me from screening?

The TSA notification card is a document you can use to discreetly tell a TSA officer about a condition, device, or other factor that may affect your screening. It does not exempt you from screening. Download it at tsa.gov/sites/default/files/disability_notification_card_508.pdf before your trip and present it at the checkpoint without having to explain your condition verbally.

What is the DOT rule on service animals in airports and on planes?

Under the current US DOT service-animal rule (final rule published at transportation.gov/briefing-room/us-department-transportation-announces-final-rule-traveling-air-service-animals), a service animal must be a dog individually trained to do work or perform tasks for a person with a disability. Emotional support animals are not recognised as service animals under this rule and are treated as pets by airlines. Airlines may require DOT service-animal forms before travel, check with your airline for their specific requirements and submission deadlines.

Who should I contact for accessibility help, and when?

Contact your airline at booking for wheelchair, boarding, and service-animal assistance: these are governed by the Air Carrier Access Act. Contact TSA Cares at (855) 787-2227 at least 72 hours before travel for checkpoint accommodations. Contact the airport's ADA or accessibility office for terminal facility questions. At ATL, start at atl.com/civil-rights.