Originally Posted by gsoltso

I have no idea what caused this situation to happen, I was not there, and I have no other information aside from the OPs post. We see passengers coming through with rollaboards of nothing but medications, especially if they are traveling to or from treatment. I will not defend someone doing something against the SOP/Regs, so if that was indeed the case here, then there is no excuse.

I agree with you that the passenger should be able to come in, and get the same rules applied during screening. The only reason I include the TSA Cares info, is because if they are aware ahead of time, things tend to go a bit more smoothly because they can plan for it.

Just like most things in life - if you have prior notice, you can prepare ahead of time for them. If it is feasible, you can use a closed down lane with minimal staffing to give the passenger any special assistance they need - if they are unable to prepare, shifting resources around to accommodate can take time. It is simply suggested to help streamline the process for the passenger, and by extension the TSOs.