Who is this service for?

Protective Travel Service (PTS) is designed to help travelers that have been identified as vulnerable and needing extra assistance while traveling through O’Hare. We understand that some passengers may experience anxiety when traveling through a busy airport and may need additional support. Our goal is to empower passengers by providing “teachable moments” so that they may be able to travel more confidently through the airport in the future. We are trained to care and advocate for vulnerable passengers including, but not limited to, those with: cognitive or developmental disabilities, mental health needs, physical disabilities, illness and/or who have experienced trauma.

Passengers who meet the Travelers Aid Chicago guidelines and are traveling within our business hours are eligible for service. We ask that service is requested at least 7 days in advance.

Office Hours:

Monday-Friday 8:00am - 9:00pm

Saturday-Sunday 10:00am - 9:00pm

What is the procedure?

A staff or volunteer will wait at the meeting place previously agreed upon holding a sign with the passenger’s name and will provide one-on-one service for the passenger by accompanying them through such processes as: flight check-in, going through security, transferring gates, getting to baggage claim and/or sitting with them during a layover. The main office may serve as a waiting area during long layovers. Travelers Aid Chicago does not take responsibility for and/or carry baggage and/or children. 

For information about the security checkpoint process, please visit: www.tsa.gov

How can I request service?

In order to provide the best individualized service possible it is important that we are made aware of any special circumstances surrounding the individual’s travel. Please fill out the questionnaire.

Allow 1-2 business days for the office to contact you to confirm the service plan.  If we are unable to meet the passenger we will let you know at this time. 

Passenger's right of refusal

Travelers Aid asks that you have received either verbal or written consent from the person(s) that this request is being submitted for. Please note that all passengers, including adults with developmental disabilities have the right to refuse Travelers Aid Protective Travel Services (PTS) at any time. In the event a passenger(s) refuses PTS assistance we will respect their right to travel independence and end any prearranged services that have been scheduled.