Print Friendly and PDF

Services Available in the Airports and Inflight

This document is an annotated list of resources and services to assist travelers with disabilities, including dementia, engage in air travel. These resources and services are available through airports, airlines, TSA, private contractors, and volunteers. 

Many of these resources require that you take action to identify yourself/the person with dementia at the time of booking tickets and/or within 72 hours of the flight.

To receive assistance at the airport, the passenger must self-identify to airline staff at the airport or TSA or other service providers as the person with a disability needing this service.

Services available through your airline:
  • Airlines are required to provide assistance to passengers with a disability as they navigate through different portions of the airport, this includes:
  • Assisting you from the terminal entrance (or vehicle drop-off point) to the gate location where your flight is departing, including the security checkpoint, and onto the aircraft to your seat, e.g. in-terminal wheelchair service; 
  • Assisting you from your aircraft seat on an arriving flight through the airport to the gate location of your connecting flight (if you have a connection); 
  • Assisting you from the gate location of your connecting flight to your seat on the aircraft; 
  • Assisting you from your aircraft seat on an arriving flight through the airport to the baggage claim area, terminal entrance, or vehicle pick-up location
  • Assisting you in the key function areas of the airport (ex. ticket counters, baggage claim, etc.);
  • Assisting you in carrying your gate-checked or carry-on luggage when passengers are unable to carry the luggage due to their disability.
    S    ource:  Wheelchair and Guided Assistance 

  • Additional information about airline accessibility resources is available here: What Information Is on an Airline’s Website   
  • Airline Accessibility Resources: AI Overview
  • A gate pass is a security authorization that lets someone without an airline ticket enter the post-security gate area—most often so they can accompany an unaccompanied minor, assist a traveler with special needs, or meet military or other loved ones on arrival. Gate passes are issued by airlines subject to the airline procedures/policy and security conditions at the time of travel. For more information about gate passes: About Gate Passes and How to get a gate pass at the airport  
  • If you are on a flight that is significantly delayed or cancelled and you are ‘stranded’ in an airport, immediately inform the Complaint Resolution Official (CRO) for your airline. The CRO will work with you/the person living with dementia to accommodate your needs while you are in the airport. They will not provide 1:1 service for the time you are in the airport, nor will they assist you with toileting or medications.  See also: Resources for Travel: Flight Process Start to Finish 9.  What if my flight is delayed or cancelled and I am ‘stranded’ at the airport?

Through the airline, inflight:
  • Resources available to a traveler living with dementia, cognitive impairment, or other disabilities during a flight:
    • An individual safety briefing will be offered to any customer who may need the assistance of another person to move expeditiously to an exit in the event of an emergency, or whose disability prevents them from receiving the safety information presented in the safety briefing. 
    • Assistance with stowing and retrieving carry-on and assistive devices when this assistance is disability-related. 
    • Assistance with opening food and drink items.
    • Assistance to and from the entrance to the lavatory, including utilization of the on-board aisle chair upon request. 
    • **Note that airplane lavatories are not accessible, but they are equipped with grab bars and accessible handles. 
Source: https://www.jetblue.com/at-the-airport/accessibility-assistance/intellectual-developmental-cognitive-disabilities 

See also The Airline Passengers with Disabilities Bill of Rights 6. The Right to Assistance on the Aircraft.

Services available through TSA:
  • TSA Cares (855)787-2227 is a helpline that provides travelers with disabilities, medical conditions and other special circumstances additional assistance during the security screening process. You may also request assistance through the TSA screening checkpoint by completing this form. Call 72 hours prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint.
  • Travelers requiring special accommodations or concerned about the security screening process at the airport may ask a TSA officer or supervisor for a Passenger Support Specialist (PSS) who can provide on-the-spot assistance… A PSS is a TSA officer who has received specialized training, including how to effectively assist and communicate with individuals with disabilities or medical conditions; and travelers who need additional screening assistance. Requesting PSS service does not exempt you from security screening."
Source: https://www.tsa.gov/travel/tsa-cares/passenger-support 

For more details: Flight Process Start to Finish  5. Getting Through US Security  

Services available through individual airports:   “The Airport Foundation MSP offers personalized 1:1 assistance for travelers who need additional help getting around the airport. Meet and Assists are staffed by trained Travelers Assistance volunteers. Services are generally available 7 days a week from 7:30 a.m. CT to 6:30 p.m., with closures on major holidays….”

Services you can obtain through your own actions and/or participating airports or airlines:

  • If the airport(s) and/or airlines you are using participate in the Hidden Disabilities Sunflower Program, you/the person living with dementia can proactively and discretely identify yourself as someone with a hidden (invisible) disability to airport and airline personnel by wearing Hidden Disabilities Sunflower lanyard or pin. This indicates that you have an invisible disability and may need additional, time, patience, or assistance.
  • You can hire a professional travel companion to accompany you on your trip. Both medical and nonmedical travel companion services are available.
    See: Tools for Travel 4.  Travel Companion Services
  • Check out the free resources available through the Dementia-Friendly Airports Working Group:
 What services are NOT Available in Airports and/or Inflight 
  • In the airport:
    • Airlines (i.e. the airline’s wheelchair contractor) do not provide custodial care or a personal escort to remain with someone. They will not escort anyone to meet a specific party or check that party's identification.
    • If a passenger requires personal or continuous assistance, they should travel with a ticketed caregiver or personal care attendant. 
    • Bathroom stops are not guaranteed: 
      Airlines (i.e. the airline’s wheelchair contractor) is required to stop at the entrance to a bathroom on the way to your departing flight only when the stop is on the way to your destination and can be made without an unreasonable delay.
  • Inflight:
    • Assistance with actual eating or drinking is not available.
    • Assistance with medication is not available.
    • Assistance within the lavatory or with elimination functions at a customer seat are not available.

Updated 1/17/2026

©2026 Dementia-Friendly Airports Working Group
Proudly powered by Weebly