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Guest Services and Help

Rochester Airport ROC

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Guest Services at Rochester ROC Airport

ROC Airport Guest Services, Airport Information and Travelers Assistance

--Information Center
A visitor information booth is located on the first floor of ROC Airport, near the baggage claim area. The booth is staffed Mo-Fri 8am-8pm; Sat 10am-6pm & Sun. 10am-5pm. Brochures are on display at all times. You can also visit the Rochester website.

--The Fairfield Inn is an on-airport hotel, located within walking distance of the terminal. Address: 1200 Brooks Ave. Reservation: 1-800-228-2800 or (585) 529-5000.

--Checkpoint Mailer box - mail back your items not accepted by security:
Checkpoint Mailers, Inc. places secured, blast resistant drop boxes beyond security at each GRIA checkpoint. Passengers will have the option to mail their items back home at affordable cost. (Surrendered items are donated to a local charity.)

--Paging Services
To page someone in the airport, dial “0” on one of our white courtesy phones, located throughout the airport terminal. If you are outside the airport you can also have a party paged by dialing 585 753-7001.

--Phone Cards
Phone card vending machines are located half way down Concourse A and next to Subway in the Food Court area.

--Public Airfield Viewing Area
This is a huge, newly designed observatory located at the upper west end of the Airport's main ticketing lobby, adjacent to the US Airways ticket counter. This area is also accessible to non-ticketed passengers and offers a food concession, public telephones and comfortable seating for those meeting and greeting passengers. The Public Airfield Viewing area offers a great view of the airfield landscape overlooking the Airport's main runway.

--Shoe Shine:
Shoeshine services are located in the Frederick Douglass “A” Concourse, West end.

Lost & Found

For items lost at the Security Checkpoint - call the McNeil Security office at 585-279-6005.

For items lost on the aircraft or at the gate area - contact your airline�s lost and found.

For items lost in general areas of the airport contact the Monroe County Sheriff�s Office Airport Security Unit at 585 753-7041. You must call within 7 days of loss. If the seven days have passed, contact the Monroe County Sheriff�s Property Clerk at 585 428-5393.

Mail Center

Mail Facilities
A FedEx, UPS and US Postal Service mail box are located at the bottom of the escalator in the center observatory and the mail is collected daily.

A full-service US Post Office is located five minutes from the airport entrance at 1485 Howard Road. Its lobby area is open 24 hours every day.


Animals are not permitted in the terminal at the Greater Rochester International Airport unless they are being used to assist disabled individuals, or are in proper pet carriers.

PETS: Airline policies regarding pets vary widely and it is highly recommended that you contact the airline prior to making a reservation. Here are some helpful tips for traveling with pets:

Tips for Traveling with Pets:

� First, contact your airline to find out the rules and regulations they have on pet travel.
� Do not tranquilize your pet, as the effects of tranquilizers on animals at higher altitudes can be unpredictable.
� The Animal and Plant Health Inspection Service (APHIS) of the U.S. Department of Agriculture (USDA) has set up rules and regulations for the transportation of live animals, and your pet is required to be at least eight weeks old and fully weaned before traveling by air.
� Whenever possible, book a direct, nonstop flight and avoid holiday or weekend travel. Try to plan schedules that minimize temperature extremes.
� The kennel that you use must be sturdy, properly ventilated, and large enough for your pet to freely be able to stand, turn around and lie down.
� Get your pet comfortable with the kennel prior to flying; this reduces stress on your pet.
� Give your pet food and water within four hours before your flight. You will have to sign a certification of the time when you last offered food and water to your pet.
� Give yourself plenty of time for check-in so there is no rushing and everything is done properly.


Public and work places across New York State are smoke free. This includes bars and restaurants in the terminal. Therefore, smoking is not permitted throughout the Greater Rochester International Airport. Ashtrays are located outside of the terminal near all the key entrances of the airport. However, smoking is permitted in the parking garage.

International Travelers at Rochester ROC Airport

The US Customs office is located in the International Arrivals Hall at:

1200 Brooks Avenue
Lower Level Main Terminal West End
Phone: 585 263-6294
Fax: 585 263-5828
Hours of Operation: 8:00 a.m. - 5:00 p.m.

The U.S. Customs Service serves as America�s front line against smuggling of drugs and other prohibited goods. As the premier U.S. border enforcement agency, the Customs Service enforces over 400 laws and international agreements designed to protect the American public. The U.S. Customs Service enforces these laws with an approach that provides a deterrent to criminal activity without creating undue delays to the vast majority of the law-abiding traveling public.