JWA Programs Aim to Take the Stress Out of Family Travel
Several new programs at John Wayne Airport are designed to make life a little easier for families on the go.
Photo credit Juliia Abramova
Travel can be challenging, especially with small children in tow, but John Wayne Airport (JWA) is working to make the journey smoother. From family-oriented security lines to private nursing pods to therapy dogs greeting travelers in the terminal, the airport is investing in small changes create a more pleasant experience for everyone.
A Family Lane at TSA
For many parents, one of the biggest stress points of air travel is the security checkpoint. Earlier this summer, JWA launched a dedicated Family TSA Screening Lane for people traveling with children aged twelve and under. Located in Terminal B, the family-only security line will ease the way for passengers traveling with strollers, car seats, and other necessities that come with caring for babies and young children.
“When families arrive at John Wayne Airport, they will find specially designated lanes for them at the centrally located Checkpoint B,” TSA Federal Security Director for SNA Jason Pantages said. “With Southern California being one of the top tourist destinations in the U.S. for vacationing families, I am excited that we can now expedite their screening process and enhance their overall airport experience.”
The Family TSA Screening Lane not only helps families move through security more efficiently but also eases congestion in standard lanes. While it may occasionally close based on staffing or operational needs, the Family TSA Screening Lane at JWA is currently open seven days a week.
Update — Oct. 8:
Due to the ongoing federal government shutdown, it’s unclear whether the TSA Family Lane and other airport services could face interruptions. For now, TSA workers are continuing to serve travelers while unpaid.
When emailed to request comment, a TSA spokesperson Jessica Mayle replied:
“I will be out of the office starting Wednesday, Oct. 1 due to the current federal funding hiatus. I will not be able to return emails or telephone calls until I return to duty upon conclusion of the funding hiatus.”
“Early passenger feedback has been very positive,” said AnnaSophia Servin, Manager of Public Relations and Public Information Officer for JWA. “Families appreciate a lane that accommodates strollers, formula, car seats, and the special needs of traveling with young children.”
On Reddit, travelers have shared similar sentiments:
“Terminal C was soooo busy so I walked down to B where the family line was and got through with no one ahead of me—it was a life saver,” shared u/Proper-String on r/orangecounty.
“We easily stayed together with our 2 toddlers and stroller—very quick and easy,” wrote u/rochester-5 on r/irvine.
Though wait times vary, the Family TSA Screening Lane typically offers shorter, more predictable processing during peak travel periods. “It generally yields shorter, more predictable processing compared with the busiest standard lanes during peak periods,” Servin noted.
While officers are not specially selected to manage these lanes, all officers are trained in the rules for travelers with small children. These rules include allowing breastmilk, formula, and pouches in quantities greater than 3.4 ounces (let TSA know you’re traveling with these), and ensuring that children are never separated from their parents or guardians.
This initiative was led by TSA as part of its Families on the Fly campaign, but JWA played a key role in adapting it to local needs. Only 11 airports nationwide currently offer this type of family screening lane.
Therapy Dogs on Duty
JWA’s AirPAWS program has been quietly winning fans for years. In partnership with OC Animal Allies, the program brings volunteer handlers and their certified therapy dogs to Terminal B to comfort and calm travelers.
“The AirPAWS therapy dogs walk both pre- and post-security throughout the terminal,” explained Servin. “Guests can encounter them greeting travelers, offering comfort, and helping to reduce stress. The dogs are regularly scheduled to be on-site during peak travel periods.”
Most teams work between 8 a.m. and 1 p.m., except Wednesdays when no dogs are on duty. The dogs, Servin noted, focus primarily on post-security areas but are known to roam throughout the terminal to meet passengers where they are.
Passenger response has been overwhelmingly positive. “Many travelers report that the dogs bring joy, calm nerves, and help make waiting times and transit more comfortable,” Servin said. To date, there have been no reported issues with allergies or phobias. “Guests always have the choice to avoid interaction, and volunteer handlers are trained and follow guidelines to maintain a respectful and safe environment,” she added.
The program has also grown to include seasonal events like a Halloween Costume Pup Parade and Valentine’s Day celebrations. Future expansions, Servin said, will depend on resources and operational needs but could include more structured wellness interactions or special events.
A Broader Strategy
Servin emphasized that both AirPAWS and family-friendly programs align with the airport’s broader mission: improving the guest experience at every stage.
“All our programs reflect John Wayne Airport’s guest-centric strategy: make travel more comfortable, accessible, and convenient,” she said. “AirPAWS provides emotional support that reduces traveler stress. Family amenities like the Family Lane, Nursing Mother’s Lounge, Universal Changing Table, and Mamava pod address practical needs and dignity.”
The focus, she explained, is on small changes developed through industry best practices, partnerships, and passenger feedback. They hope these small changes will have big impacts in creating a more positive traveler experience.
The success of the programs, Servin added, can be seen not only in numbers but also in stories. “Travelers have shared moments of a young child visibly calming after spending time with an AirPAWS team before a flight,” she recalled. Parents, too, have expressed gratitude for amenities like private nursing lounges and universal changing tables.
For anxious travelers, JWA also offers the Helping Hands program, which provides travel assistance for guests with hidden disabilities, as well as TSA Cares, which provides assisted screening services.
Looking Ahead
Even as these guest-facing programs expand, JWA is continuing work behind the scenes on infrastructure. Servin pointed to the airport’s Capital Improvement Program and Concession Redevelopment effort, which will bring updates to restrooms, escalators, elevators, signage, and technology to help reduce wait times. “We continually evaluate ways to improve the guest experience,” she said.
From therapy dogs to new family services, JWA’s efforts reflect a consistent theme: travel doesn’t have to be overwhelming. JWA is betting that small touches, whether a wagging tail or a smoother security lane, can make a big difference.
Do you have feedback for TSA? Share your thoughts on how to create a better travel experience here.