Accessibility
Rochester (ROC) Airport Accessibility & Wheelchair Services
Wheelchair assistance at Frederick Douglass Greater Rochester International Airport is provided free by your airline — request it at booking for best results. For security screening help, call TSA Cares at 1-855-787-2227 at least 72 hours before travel to have a Passenger Support Specialist waiting at the checkpoint. Family lanes, service animal relief areas, and sensory rooms are covered below.
Airline-provided service
Wheelchair assistance
Request wheelchair assistance through your airline at least 24 hours before travel, or use the 'Press for Assistance' intercom buttons on the departure-roadway columns for curbside help. Skycaps assist from curbside to the ticketing lobby, and airlines arrange gate-to-baggage-claim wheelchair service.
Tip: request at booking rather than at the airport — airline wheelchair assistants are in higher demand at peak times and early requests are filled first.
TSA Cares
Free security screening assistance
TSA Cares is a free helpline and on-site assistance program for travelers with disabilities, medical conditions, or other circumstances that may affect the security screening process.
How to use: Call 1-855-787-2227 at least 72 hours before travel. A Passenger Support Specialist will meet you at the ROC security checkpoint and guide you through screening at no charge.
Call TSA Cares at 1-855-787-2227 at least 72 hours before travel, or submit a request at tsa.gov/travel/passenger-support. ROC also partners with The Arc of Monroe on the 'ROC Your Flight' program, which lets travelers with disabilities walk through the security and boarding process on select Saturday evenings ahead of their actual trip — contact Arc of Monroe at 585-672-2222 or mfico@arcmonroe.org at least a week in advance to register.
Security lanes
ROC does not have a permanently signed dedicated family lane at all checkpoints. Ask any TSA agent at the checkpoint for assistance — agents are trained to help travelers with special needs and can route you around standard queue lines.
Service animal relief areas
Two grassy relief areas outside baggage claim at the lower level's east and west ends, marked with signage and stocked with cleanup bags. Post-security, a dedicated Service Animal Relief area is on Concourse A just past the restrooms.
Note: service animals are permitted throughout all airport areas without restriction. Emotional support animals follow individual airline policies — check with your carrier before travel.
Quiet and sensory room
ROC does not currently have a confirmed public sensory room. No dedicated quiet/sensory room at ROC. The airport's free 'ROC Your Flight' program (with The Arc of Monroe and TSA) lets travelers with sensory sensitivities or autism practice the security and boarding process before their actual travel day — contact Arc of Monroe at 585-672-2222 or mfico@arcmonroe.org. For day-of accommodation, ask any airport information desk or gate agent about a quiet space.
Wheelchair and mobility device rentals
No dedicated wheelchair/scooter rental counter. Airlines provide wheelchairs curbside-to-gate via Skycap assistance. Smarte Cart luggage carts ($4, with a $0.25 refund on return; credit cards accepted) are available at baggage claim and the parking garage.
Motorized scooters and power wheelchairs are generally available from airlines for gate-to-gate use; contact your carrier directly if you need a motorized device beyond a standard transport chair.
Pro Tip
Because ROC has only one central security checkpoint, passengers needing extra screening time or TSA Cares assistance should call ahead and arrive early — there's no alternate checkpoint to route around a backup. Families with sensory-sensitive travelers should look into the free 'ROC Your Flight' Saturday practice-run program well before the actual travel date, since it requires advance registration.
Frequently asked questions
Is wheelchair assistance free at ROC airport?
Yes — wheelchair assistance at ROC is provided free of charge by your airline or their contracted ground handler. Request it at booking or check-in. The airline arranges and covers the cost; no tipping is required, though it is appreciated.
How do I contact TSA Cares before my flight from ROC?
Call TSA Cares at 1-855-787-2227 at least 72 hours before your flight. The helpline is open weekdays 8 a.m.–11 p.m. ET and weekends/holidays 9 a.m.–8 p.m. ET. You can also submit a request online at tsa.gov/contact-center/form/cares. A Passenger Support Specialist will meet you at the ROC security checkpoint at no cost.
Does ROC airport have a family security lane?
Frederick Douglass Greater Rochester International Airport does not have a permanently signed dedicated family lane at all checkpoints, but TSA officers are trained to accommodate travelers who need extra time. No separately marked family/special-assistance lane is published — ROC has a single central security checkpoint (all concourse checkpoints were consolidated in 2006). Tell any TSA officer at the checkpoint entrance that you need family or special-assistance screening, or register in advance for the 'ROC Your Flight' program to prepare ahead of time.
Where is the service animal relief area at ROC airport?
Two grassy relief areas outside baggage claim at the lower level's east and west ends, marked with signage and stocked with cleanup bags. Post-security, a dedicated Service Animal Relief area is on Concourse A just past the restrooms. Service animals are permitted throughout all airport areas without restriction. Emotional support animals follow your individual airline's policies.
See also: ROC TSA PreCheck lanes · Flying with disabilities guide · ROC security tips
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