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Customer service and travel assistance

Comprehensive support for passengers at O'Hare Airport

Chicago O'Hare International Airport offers a variety of customer service and traveler assistance options, from volunteers stationed across terminals to dedicated lost-and-found services and medical care. While many passengers report helpful experiences, especially with wheelchair services and staff assistance, there are occasional issues with wait times, particularly during peak hours. This section provides detailed information on all available support services, tips, and insights from travelers.

Customer Service

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

Customer service information at O'Hare airport Image from Youtube

O'Hare's customer service team is known for providing essential support throughout the airport. While many passengers appreciate the helpful volunteers and staff stationed at information desks, others have noted that during peak hours, wait times for assistance can be long, and staff availability may be limited, especially in Terminal 5. Travelers recommend visiting service desks early or allowing extra time to resolve inquiries.

Volunteers

Volunteers assist passengers across O'Hare, offering help at information desks, welcoming military service members, and supporting vulnerable travelers. Many passengers praise their kindness and knowledge, though others mention that it can be difficult to locate volunteers in certain terminals during busy periods.

Traveler Assistance

Main Office: Terminal 2, next to Changing Places and across from the family lounge
Hours: Monday - Friday 8:00 am - 9:00 pm, Saturday and Sunday 10:00 am - 7:00 pm

Information desks:

- Terminal 1: Gates B6 and C18
- Terminal 2: Gate F4
- Terminal 3: Gate K2
- Terminal 5: Gate M15, Upper Level Concourse, Lower Level Concourse

Hours: Monday - Friday 8:00 am - 8:00 pm, Saturdays and Sundays 10:00 am - 7:00 pm

Travelers Aid Chicago is a social services agency within O'Hare that provides information, crisis intervention, emergency supplies, and support to passengers during travel.

For more information, contact Travelers Aid Chicago at +1 773 894 2427 or by email at [email protected].

Lost and Found

If you have forgotten an item near ticket counters, boarding gates, inside the aircraft, or had a problem with checked baggage, contact your airline. On the other hand, if you have lost an item within the airport grounds, contact one of these areas:

  • TSA checkpoints/security lines: Tel +1 773 377 1210 or access here.
  • 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.
  • Stores: Contact the store in question directly.
  • Terminal 5 Customs: Contact U.S. Customs at Tel +1 773 686 3157.
  • Public areas: Contact the Chicago Police (Tel +1 773 686 2385).
  • Multi-Modal Facility: Tel +1 773 462 9515.

Medical Services

Passengers will find a first aid clinic in Terminal 2 on the ticketing level. Hours of operation: Monday to Friday 8:00 am - 5:00 pm, weekends 9:00 am - 5:00 pm.

Traveler Experience

Passengers who need special assistance, such as those with disabilities or families with children, are supported by services that include wheelchairs, ground staff assistance, and family areas. However, experiences are mixed. Some users praise the friendliness of the staff, while others have reported delays or inadequate attention, particularly in emergencies or urgent situations.

A passenger highlighted the help of an employee in Terminal 2 who provided exceptional assistance despite the traveler's hearing difficulties, emphasizing the importance of personalized treatment during critical moments. Skytrax reviews indicate that such assistance is highly valued in these scenarios.

Travelers using wheelchair services often mention that, although staff are generally helpful and upbeat, availability can be limited during peak times, causing delays and discomfort. For example, waiting to be transported from the gates to baggage claim or transportation areas has been a frequent source of stress, especially for those with connecting flights. Yelp reviews highlight the kindness of assistance staff, though some users noted long waits, adding anxiety during critical moments.

Another frequently mentioned issue in reviews is the confusion surrounding the signage for certain services, such as inter-terminal transportation or assistance meeting points. While many travelers find it easy to navigate the airport, others suggest improving signage, particularly for those requiring mobility assistance. A Skytrax passenger mentioned that the lack of clear signage caused them to lose valuable time, affecting their transit experience.

Passenger Tip: To ensure a smoother experience, it is advisable to request assistance in advance and reconfirm service availability before arrival. It's also helpful to clearly communicate specific needs to avoid misunderstandings or unnecessary delays.