Facilities and Customer Service

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Facilities, customer service, and other general services at BWI have notable strengths, such as the friendliness of the staff at information counters and efficient transportation to certain areas. However, baggage issues and the lack of bilingual staff are points that generate dissatisfaction among travelers. The airport could improve some logistical aspects and expand additional services such as currency exchange to offer a more complete experience for international passengers. 

Customer Service

Information Counters

For general airport information, call Tel +1 800 435 9294.

Information counters are staffed by Pathfinder volunteers.

Location

- Upper level, ticketing area, near the Southwest Airlines counters and between the Spirit and United counters, next to the exit to Concourse D.
- Lower level, near doors 3-4, 8-9, 12-13, and 18.

Hours

Service hours may vary.

The Concourse D counter has priority staffing and generally operates from 5:00 am to 9:00 pm.

What Passengers Say

Positive Experiences: Staff are appreciated for their friendliness and efficiency, providing clear and helpful information.

Negative Experiences: At times, there is a lack of staff, resulting in long waits during peak periods.

Concierge Services

This service has become well established in airports across the country in recent years and consists of providing personalized assistance to travelers who want a stress-free and smooth travel experience. At BWI, the service is provided by external providers.

Air General - Tel +1 844 377 9674 | Website

Perq Soleil - Tel +1 202 573 7705 | Website

SkySquad - Tel +1 877 359 2256 | Website

What Passengers Say

Positive Experiences: Although not frequently mentioned, concierge services are generally praised for their proactive assistance, particularly in cases involving wheelchair support or heavy luggage.

Language Assistance

BWI Airport offers free interpretation and translation services upon request.

What Passengers Say

Negative Experiences: Non-English speakers have found a lack of bilingual staff in several areas, which creates a barrier for some international travelers.

Wi-Fi

Free unlimited Wi-Fi is available. To use it, connect to the "#MyBWI-Fi" network on your device. On the screen that appears, press "CONNECT" and accept the terms and conditions.

What Passengers Say

Positive Experiences: The free Wi-Fi service is considered accessible and easy to use in most areas. Users highlight the speed and stability of the connection, especially in the main terminals, allowing everyday tasks to be completed without interruptions.

Negative Experiences: However, some users report unstable signal in certain parts of the airport, particularly in less busy terminals. Speed may also decrease during peak demand.

Financial services

M&T Bank

An M&T branch is located in the Concourse A ticketing area, next to the rental car shuttle stop. Hours: Monday through Friday from 9:00 am to 3:00 pm.

ATMs

ATMs available both landside and airside.

What passengers say

Negative Experiences: Since the pandemic, the airport no longer offers currency exchange kiosks, which creates inconvenience for international travelers.

Baggage

Baggage claim areas

The baggage carousels at BWI Marshall Airport are located on the lower level and are connected to each concourse, hourly garages, and public transportation options.

Storage services

For security reasons, baggage storage at the airport has been suspended by order of the Transportation Security Administration (TSA). Contact your airline to ask whether early baggage check-in is permitted.

Lost items - damage

If your luggage or belongings are lost, forgotten, or damaged, either on the aircraft or in checked baggage, you must contact your airline.

For items lost in security screening areas, contact the TSA office across from door 9 on the lower level, Monday through Friday from 9:00 am to 2:00 pm (online form).

If you lost something in the parking areas, contact SP+ Parking (Tel +1 410 859 9230).

For items forgotten elsewhere on airport grounds, complete the following form, call Tel +1 410 859 7387, or visit the lost and found office next to the exit of Concourse C on the upper level of the terminal (6:00 am to 10:00 pm).

What passengers say

Baggage Claim

Negative Experiences: Delays in baggage delivery are a recurring issue, with wait times sometimes exceeding 45 minutes, causing frustration among travelers.

Lost Baggage Services

Negative Experiences: Users report that the service is not proactive, and communication regarding lost or delayed luggage is unclear. It has also been reported that bags are sometimes removed for operational reasons without notice.

Family services

Family restrooms are available at various locations throughout the terminal:

- Concourse A: Gates A1, A4, A9, and A12, food court, next to M&T Bank, near baggage carousel 1.
- Concourse B: Gates B3 and B8, next to Silver Diner, Southwest Airlines ticketing, and baggage carousel 7.
- B/C connector, across from Firkin & Flyer.
- Concourse C: Gates C2 and C9.
- Concourse D: Gates D5, D7, D11, and D23, next to the concourse exit and between the Spirit Airlines and Delta Air Lines counters.
- Concourse E: Gate E6.

Nursing rooms

In each terminal concourse you will find nursing rooms and private Mamava pods.

- Concourse A: Gates A1, A4, and A12.
- Concourse B: Gates B3 and B8.
- Concourse C: Gates C2 and C9.
- Concourse D: Gates D4, D11, D23, D/E connector (children’s play area).
- Concourse E: Gate E6.

Children’s play area in the D/E connector

What passengers say

Positive Experiences: Children’s play areas are praised for being safe and entertaining, keeping kids occupied during waits.

Negative Experiences: Maintenance issues with worn and dirty play equipment have been reported.

Water fountains

BWI Airport offers around two dozen drinking water fountains, and each user must use their own bottle. Remember that TSA requires bottles to be empty during the screening process before entering the security area. They are located throughout the five terminal concourses, as well as in the B/C connector and the A/B food court.

Pet relief areas

Pre-security

- Before Concourse E, lower level, outside door 19
- In front of the hourly garage

Post-security

- At the end of the B/C connector, between the C security checkpoint and the exit of Concourse C
- In the connector between Concourses D and E, just past security

What passengers say

Positive Experiences: Designated pet areas are appreciated for being clean and well maintained, with accessible bags and disposal containers.

Negative Experiences: Some users mention these areas could be better distributed and that more spaces would be helpful, especially in larger terminals.

ROAM Fitness

This accessible gym is located next to gate D1, before security, and offers travelers cardio equipment, stretching space, weights, medicine and stability balls, a TRX system, and yoga accessories. Facilities include private showers with hair dryers, toiletries, and essential hygiene items.

Hours: Sunday to Friday from 6:00 am to 6:00 pm.

Access: Day passes and annual memberships (from USD25.00). Learn more

What passengers say

Positive Experiences: ROAM Fitness receives praise for its convenient location within the secure area and for offering showers and modern equipment. Travelers appreciate the rental of athletic clothing, making access easier without needing to bring extra gear.

Negative Experiences: Some users consider the price high, which may not justify its use for short layovers. It is also mentioned that the space can be limited during peak hours.

Yoga and Meditation Rooms

What passengers say

Positive Experiences: Yoga rooms are seen as quiet and clean spaces, perfect for relaxing and stretching before or after a flight. Free access is a plus.

Negative Experiences: Lack of proper signage makes the yoga room difficult to find. The space is also sometimes occupied, limiting availability.

Other services

• Children’s entertainment area
• Power outlets for electronic devices
• Postal services
• Observation gallery
• Art exhibitions