What To Do If You’re Involved in an Incident at Atlanta Airport (ATL)

Hartsfield–Jackson Atlanta International Airport is one of the busiest airports in the world, so incidents at Atlanta Airport are not rare—from lost bags and missed connections to medical emergencies, security issues, or car accidents at the curb.

If you live in Atlanta, are visiting, or are just passing through ATL, understanding what to do in different types of incidents can save time, reduce stress, and keep you safer.

Below is a clear, Atlanta-focused guide to handling the most common airport incidents, who to contact on-site, and how to follow up once you’ve left the airport.

Key Players at Atlanta Airport You Should Know

Before diving into situations, it helps to know who does what at ATL:

• ATL Airport Customer Service / Info Desks
  Help with directions, general questions, and basic assistance inside terminals.

• Atlanta Police Department – Airport Precinct
  Handles crimes, disturbances, thefts, traffic incidents, and some emergencies at the airport.
  Location: Typically near the Domestic Terminal and within secured airport areas.

• Transportation Security Administration (TSA)
  Handles security screening, prohibited items, and some lost property left at checkpoints.

• Individual Airlines (Delta, Southwest, United, etc.)
  Handle ticketing, delays, cancellations, baggage issues, and rebooking.

• Airport EMS / Fire & Rescue
  Respond to medical emergencies and fire-related incidents anywhere on airport grounds.

• City of Atlanta / Airport Management (Hartsfield–Jackson Atlanta International Airport)
  Oversees airport facilities, operations, and official complaints about airport conditions or services.

If You’re Involved in a Crime or Safety Incident

This category includes theft, assault, vandalism, harassment, threats, or anything that makes you feel unsafe, whether at the terminal, parking deck, or curb.

Immediate Steps

1. Get to a safe area.
   Move toward a busy, well-lit place—near a gate, an information desk, or a restaurant.

2. Notify airport staff or call 911.

   • Inside ATL, 911 will connect you to Atlanta Police Department – Airport Precinct and airport responders.
   • You can also notify:
     • Any police officer you see on patrol
     • An airport employee (gate agents, retail staff, janitorial staff) who can contact police

3. Preserve evidence.

   • Do not delete photos, messages, or videos related to the incident.
   • Avoid touching or moving items involved, if possible.

4. Document what happened.
   Write down:

   • Time, location (e.g., Concourse B near Gate B12, South Economy Parking)
   • Descriptions of people involved
   • Any badge numbers, uniform details, or flight numbers

Filing a Police Report at ATL

For serious incidents, you may want or need to file a formal report with the Atlanta Police Department – Airport Precinct.

Police at ATL can typically:

• Take a written report
• Provide a case number (useful for insurance or airline follow-up)
• Advise you on next legal or safety steps

If the incident occurred on airport grounds but you’ve already left, you can contact the Atlanta Police Department (APD) non-emergency line or visit a local APD precinct and provide your flight info, time, and location in the airport.

If You Experience a Medical Emergency at Atlanta Airport

Medical issues are common at busy airports, from dehydration and fainting to chest pain or injuries on escalators and in parking decks.

What To Do on the Spot

1. Call 911 immediately if it feels urgent.
   At ATL, 911 dispatch can send airport-based EMS and Fire & Rescue quickly.

2. Ask any airport or airline employee to call for medical help.
   Staff can often:

   • Contact EMS directly
   • Provide basic first-aid kits
   • Guide responders to your exact location (e.g., “Concourse F, near Gate F5”)

3. Stay where help can find you.
   It’s usually better to remain visible near a gate, restroom entrance, or a restaurant rather than moving long distances through the terminal.

4. If you’re traveling with someone in distress:

   • Keep their ID and boarding pass accessible
   • Note medications they take, if you know
   • Inform responders about allergies, medical conditions, or recent events (e.g., long-haul flight, history of heart issues)

Non-Emergency Medical Needs

For mild issues (headache, minor cuts, upset stomach), you can:

• Visit airport retail shops for basic over-the-counter medications and supplies
• Rest in a quiet seating area away from heavy foot traffic

If symptoms worsen, err on the side of contacting medical help through airport staff or 911.

Lost Items, Theft, and Property Issues

Losing something at Hartsfield–Jackson Atlanta International Airport can be confusing because responsibility may fall on the airport, your airline, or TSA, depending on where you lost it.

Step 1: Where Did the Incident Happen?

Use this simple guide:

Step 2: Act Quickly

1. Retrace your steps if you’re still in the airport and it’s safe to do so.
2. Contact the appropriate office or counter:
   • For TSA areas, speak with a TSA supervisor near the checkpoint.
   • For airline-related losses, visit the airline’s baggage service office near baggage claim or talk to a gate agent.
   • For general terminal areas, look for an ATL information desk or ask any airport employee for directions to Lost & Found.

If You Suspect Theft

If you believe your item was stolen rather than misplaced:

• Notify the Atlanta Police Department – Airport Precinct as soon as possible.
• Provide:
  • Exact location and time
  • Description of the item, including serial numbers if available (for phones, laptops, cameras)
  • Any suspicious interactions or people you noticed

A police report can help you:

• File an insurance claim
• Provide documentation if the airline or airport requests it
• Strengthen your position if charges appear on a stolen credit card

Flight Delays, Cancellations, and Missed Connections

With Atlanta serving as a major hub—especially for Delta Air Lines—flight disruptions are common. While frustrating, there’s a clear way to approach them.

If Your Flight Is Delayed

1. Watch the monitors and app notifications.
   Use your airline’s app or text alerts plus the overhead screens for gate or time changes.

2. Talk to your airline, not the airport.
   ATL staff oversee the facility, but only the airline can:

   • Rebook your flight
   • Offer vouchers (if applicable)
   • Change your routing (e.g., going ATL → another city instead of a direct flight)

3. Get in two lines at once:

   • Stand in line at the gate (or customer service desk)
   • Use your airline’s app or phone line to rebook while you wait

If Your Flight Is Canceled or You Miss a Connection

If you’re stuck in Atlanta unexpectedly:

• Go directly to your airline’s customer service counter or rebooking desk.
• Have ready:
  • Your confirmation number
  • Any special needs (e.g., wheelchair assistance, traveling with children)
• Ask about options:
  • Next available flight
  • Alternate routing through another city
  • Standby lists

If you’re an Atlanta resident heading home:

• You may decide to exit the airport and return when your new flight is confirmed, but ensure you clearly understand your new departure time and terminal.

Car Accidents, Fender-Benders, or Incidents in ATL Parking or Roadways

With constant traffic at the Domestic and International terminals, collisions at departures, arrivals, and parking decks happen regularly.

Immediate Steps After a Car Incident

1. Move to a safe spot if possible.
   Pull over to the nearest safe area without blocking airport traffic more than necessary.

2. Check for injuries.
   If anyone is hurt, call 911 and request EMS at Atlanta Airport.

3. Contact law enforcement if required.

   • For notable vehicle damage, injuries, or disputes, involve the Atlanta Police Department – Airport Precinct.
   • They can document the crash and provide a report number.

4. Exchange information:

   • Names, phone numbers, and addresses
   • Driver’s license numbers
   • Insurance details
   • License plate numbers and vehicle descriptions

5. Take photos and notes.
   Document:

   • Vehicle positions
   • Signs or lane markings
   • Visible damage

Rental Car or Rideshare Incidents

• Rental cars:
  Inform your rental company’s ATL desk as soon as possible. They will explain their process for inspections and claims.

• Rideshare (Uber/Lyft):
  Use the app’s “help” or “trip issue” section to report the incident.
  You may still want a police report if injuries or significant damage occurred.

Security Issues and TSA-Related Incidents

Many airport incidents involve TSA security, including:

• Disputes over prohibited items
• Items left in bins
• Confusion about screening procedures

If There’s a Problem at TSA

1. Stay calm and cooperative.
   Escalating emotionally usually slows things down and can trigger more scrutiny.

2. Ask to speak to a TSA supervisor if:

   • You believe an item has been wrongly confiscated
   • There’s confusion about a policy
   • You feel you were treated unfairly or need clarification

3. For items left at security:

   • As soon as you notice, return to the checkpoint and speak to an officer.
   • If you’ve already left the airport, you may need to contact TSA Lost & Found for ATL with a description of your item and the approximate time of screening.

Harassment, Discrimination, or Misconduct by Staff or Passengers

In a busy environment like ATL, you may encounter verbal harassment, discrimination, or inappropriate behavior from other travelers or even staff.

What You Can Do

1. Move away and seek help nearby.

   • Go to a gate desk, airline counter, or information desk.
   • If you feel threatened, treat it as a safety incident and contact police or 911.

2. If airline staff are involved:

   • Ask for a supervisor or station manager.
   • You can later file a formal complaint with the airline’s customer relations department using the incident details.

3. If airport staff or contractors are involved:

   • Ask for their name or ID, if it’s safe to do so.
   • Request to speak with a supervisor or manager on duty.
   • You may also file a complaint with Hartsfield–Jackson Atlanta International Airport management after the fact, referencing:
     • Date and time
     • Location (terminal, concourse, gate)
     • Description of the interaction

4. If another passenger is responsible:

   • Notify airline staff immediately if you are at the gate or on the plane.
   • For ongoing or severe behavior, airport police may be called.

Weather, Evacuations, and Major Disruptions

Severe weather, power outages, or security events can trigger evacuations or shelter-in-place instructions at Atlanta Airport.

If You’re Directed to Evacuate or Shelter

1. Follow official instructions immediately.

   • Listen for announcements over the public address system.
   • Follow directions from airport staff, police, or fire/EMS personnel.

2. Do not run toward your gate or baggage claim.
   Focus first on safety, not on catching a flight or retrieving luggage.

3. Stay informed but cautious about rumors.

   • Use official announcements and airline notifications.
   • Staff on the ground usually get information before social media does.

4. After things stabilize:

   • Airlines will provide instructions for rebooking or resuming travel.
   • If you’re based in Atlanta, you may choose to leave the airport and return later, once operations normalize.

Practical Tips to Be Prepared at ATL ✈️

You can’t predict every incident at Atlanta Airport, but a few simple habits make a big difference:

• Keep important numbers handy.
  Store your airline’s customer service number and note how to contact TSA and Lost & Found for ATL.

• Photograph important documents.
  Take clear photos of:

  • Your ID or passport
  • Boarding passes
  • Luggage (for future lost-bag claims)

• Use distinct tags on your bags.
  Include your name and a phone number you can answer while traveling.

• Allow extra time.
  Crowds, security lines, and traffic around the airport’s Domestic and International terminals can all increase the chance of mishaps when you’re rushing.

• Stay aware of your surroundings.
  Especially in parking decks, curbside areas, and crowded concourses, keep valuables close and avoid leaving items unattended.

Handling an incident at Atlanta Airport can feel overwhelming in the moment, but knowing who to contact and how things generally work at Hartsfield–Jackson gives you a major advantage. Whether you’re an Atlanta local flying out for the weekend or a visitor connecting through the city, using the steps above will help you respond calmly, protect yourself, and get the follow-up help you need.