Welcome to CAS Customer Service Center




Covenant Aviation Security (CAS) is committed to providing world-class security and world-class customer service to the flying public. CAS is a private company under contract with the federal government to provide passenger and baggage screening at San Francisco International Airport (SFO).


Frequently Asked Questions


If you received or picked up a comment card, just drop off the postcard with postage to the mail.
You can also email us by using the customer feedback form, or you can write to us at:
  • Covenant Aviation Security
  • 1000 Marina Blvd. Ste. 100
  • Brisbane, CA 94005
Please indicate in your correspondence to us the time, date and location of the occurrence and if you know the name or badge number of any CAS employees involved.

Your specific feedback is relayed directly to the employees and their supervisors and used to enhance training and performance. If you include your contact information, a CAS representative will contact you.
If you received or picked up a comment card, just drop the postcard with postage into the mail.
You can also email us by using the customer feedback form, or you can write to us at:
  • Covenant Aviation Security
  • 1000 Marina Blvd. Ste. 100
  • Brisbane, CA 94005

Please indicate in your correspondence to us the time, date and location of the occurrence and if you know the name or badge number of any CAS employees involved.

Your specific feedback is relayed directly to the employees and their supervisors and used to enhance training and performance. If you include your contact information, a CAS representative will contact you.


Lost or Damaged Property


Items lost at passenger checkpoints are held for 30 days at the Covenant Lost and Found Center. All items left behind at passenger checkpoint areas are logged by CAS personnel and turned over at the end of every shift. To reach our Lost and Found Department please email to lostandfound@covenantsecurity.com
or FAX to 630-633-2626 your name, contact information, flight information, date that you lost the item and a description of the item and we will get back to you as soon as possible.

If your item was lost outside the checkpoint area, it would be turned into the local Air-carrier. Contact numbers for these are:

San Francisco International Airport (SFO):
United Airlines – (650) 634-1525
American Airlines – (650) 877-6121
All other airlines, contact SFO – (650) 821-7014

Note: For reference, if you find that your property has been lost at a passenger checkpoint, please notify a CAS supervisor immediately before leaving the checkpoint area. CAS will take action to help you recover your item(s), including reviewing video of the passenger checkpoint area. To read more about how CAS monitors the activities at passenger checkpoint locations, please click here.
A primary goal for CAS screeners is to treat all passengers and their belongings with courtesy, dignity, and respect during the screening process. At every San Francisco International Airport (SFO) checkpoint location, multiple cameras capture screening procedures and screener-customer interactions. To ensure the highest level of security and customer service, these cameras are monitored by TSA and the Airport from state-of-the-art Operations Centers, which are staffed 24 hours a day.

If damage to your property resulted from CAS personnel directly handling your property during the passenger checkpoint screening process, please file a CAS claim.

For more information on how to file a CAS claim, please click here
To ensure the highest quality of service, CAS baggage employees are closely monitored by direct supervision. Using a state-of-the-art closed circuit television system, TSA and the Airport can evaluate baggage inspections in real-time or replay video footage to ensure that your luggage leaves checked baggage screening locations in the same order and condition as it arrived. At no time do CAS personnel screen baggage or perform their duties alone, unobserved or unsupervised.

Since all checked baggage is screened by a fully automated checked baggage screening system at San Francisco International Airport (SFO), most checked baggage pieces do not need to be physically inspected by CAS screeners. Outside of CAS, your checked baggage is handled by a number of different organizations. To read more about what happens to your checked baggage, please here.

If your checked baggage requires physical inspection, a CAS Notice of Inspection (NOI) will be inserted to let you know your baggage was searched. A CAS NOI is unique and differs from the TSA’s NOI—on it, you will find the badge number of the screener who conducted the inspection and a stamp indicating when and where the baggage inspection occurred. If you did not find a CAS NOI in your luggage, a physical inspection of your luggage was not required.
  • If you find a CAS NOI in your checked baggage, confirm that the missing item(s) are not prohibited for air travel and are not considered hazardous material. If the missing item(s) fall into either of these two categories, contact your air carrier’s Baggage Services Department. (Check the yellow pages or your ticket jacket.)
  • For all other incidents involving missing property in checked baggage, please submit a CAS Claim Form
For more information on how to file a CAS claim, please click here.

Note: If you have a complaint about delayed or lost baggage, contact your airline. Most airlines recommend reporting missing bags at the airport within 24 hours and filling out an Air Carrier Claim Report within 30 to 45 days. If your baggage was delayed or lost, we suggest you file a claim for missing items with your airline. CAS does not assume responsibility for lost items resulting from delayed baggage.
To ensure the highest quality of service, CAS baggage employees are closely monitored by direct supervision. Using a state-of-the-art closed circuit television system, TSA and the Airport can evaluate baggage inspections in real-time or replay video footage to ensure that your luggage leaves checked baggage screening locations in the same order and condition as it arrived. At no time do CAS personnel screen baggage or perform their duties alone, unobserved or unsupervised.

If your checked baggage requires physical inspection, a CAS Notice of Inspection (NOI) will be inserted to let you know your baggage was searched. CAS NOI is unique and differs from the TSA’s NOI—on it, you will find the badge number of the screener who conducted the inspection and a stamp indicating when and where the baggage inspection occurred. If you did not find a CAS NOI in your luggage, a physical inspection of your luggage was not required.

Your checked baggage will travel through multiple conveyor belt systems and will be handled by a number of different organizations before it reaches its final destination. To read more about what happens to your checked baggage, please here.

Due to the overall nature of aviation operations, CAS recommends that you do not overpack your luggage or pack any fragile items inside your checked baggage. To see more packing tips, please visit the TSA website at www.tsa.gov.

CAS’ policy for checked baggage is that we do not assume responsibility for:
  • External damage to baggage
  • Fragile items that are inappropriately packaged
  • Damage to baggage locks that are not TSA-recognized
For more information on TSA recognized locks, please visit the TSA website at www.tsa.gov.

For all other incidents involving damaged property in checked baggage, please submit a CAS Claim Form.