Customer Service and Traveler Assistance at O'Hare

In a large and often chaotic airport like O'Hare, knowing where to go for help can make a big difference. The airport offers a variety of assistance services, from information desks to support for passengers with special needs. However, traveler experiences reflect the airport’s dual nature: you may encounter exceptional help or frustrating indifference. This guide will orient you to the available services and what you can realistically expect.

Quick Questions About Assistance at O'Hare

Need wheelchair assistance? Request it well in advance directly through your airline. The assisting staff are usually very kind, but airport logistics can cause long waits.
Where can I find someone to help me? Look for Travelers Aid desks or the blue‑jacketed Volunteers. They are consistently praised for their friendliness and willingness to help.
I lost an item—what should I do? It depends on where it was lost. If at security, contact the TSA. If on the plane, contact your airline. For other areas, refer to specific contact numbers listed below.
What is the general information number? The Chicago Department of Aviation number is +1 800 832 6352.

Real Experiences with Customer Service and Assistance

User Experience: Interactions with O'Hare staff are truly a lottery. Traveler reviews highlight stark inconsistencies. On one hand, there are countless accolades for the Travelers Aid volunteers and wheelchair attendants, often described as "unsung heroes" demonstrating exceptional kindness and patience. On the other hand, there is frustrating indifference—or even rudeness—from some airline or security staff.

Regarding assistance for passengers with special needs, the main complaint isn't about staff but the airport logistics. Travelers report long waits for wheelchair transport, which can cause significant stress, especially during tight connections. Coordination between plane arrival and assistant availability is a recurrent weak point.

Traveler Tip: To ensure a smoother experience, it's crucial to request any special assistance as early as possible directly with your airline. Reconfirm your request 24–48 hours before travel.

Information Centers and Contacts

Customer Service

Phone: +1 800 832 6352
Address: Chicago Department of Aviation (CDA)
PO Box 66142 Chicago, IL 60666

Travelers Aid & Volunteer Assistance

Volunteers from Travelers Aid Chicago, identifiable by their blue jackets, are available throughout the airport, staffing information desks and offering support. They are one of the most reliable and praised sources of help.

Main office: Terminal 2, in front of the Family Lounge
Hours: Mon–Fri 8 am–9 pm, Sat–Sun 10 am–9 pm

Information desks:

Terminal 1: Gates B6 and C18
Terminal 2: Gate F4
Terminal 3: Gate K2
Terminal 5: Gate M15, Upper and Lower lobby levels

Desk hours: Mon–Fri 8 am–8 pm, Sat–Sun 10 am–8 pm
Contact: Tel +1 773 894 2427 or [email protected].

Lost and Found

If you lost an item near ticket counters, at the gates, inside the aircraft, or have trouble with checked baggage, contact your airline directly. If your item was lost in other airport areas, contact the corresponding department:

TSA Security Checkpoints: Complete the TSA online form.
Airport Transit System (ATS): Tel +1 773 601 1817 or [email protected]
Parking lots: Contact Standard Parking (Tel +1 773 686 7530) or Chicago Police (Tel +1 773 686 2385)
Restaurants: Tel +1 773 377 7804
Shops: Contact the specific store directly
Customs in Terminal 5: US Customs Tel +1 773 686 3157
Public areas: Chicago Police Tel +1 773 686 2385
Multi‑Modal Facility (MMF): Tel +1 773 462 9515