Facilities and Customer Service

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The facilities, customer service, and other general services at BWI have standout areas, such as the friendliness of the staff at information desks and the efficient transportation to certain zones. However, luggage issues and the lack of bilingual staff cause dissatisfaction among travelers. The airport could improve logistical aspects and provide additional services like currency exchange to offer a more complete experience for international passengers.

Customer Service

Information Desks

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

The information desks are manned by Pathfinder volunteers.

Location

- Upper level, ticketing area, before concourses A/B and D.
- Lower level, Southwest Airlines baggage claim area (carousels 1-5).
- Lower level of concourses C and D.
- International concourse arrivals area.

Hours

Operating hours may vary.

The desk in concourse D is prioritized and generally operates from 5:00 am to 9:00 pm.

What Passengers Say

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

Negative Experiences: There are occasional staffing shortages, leading to long waits during high-demand times.

Concierge Services

This service, which has become popular in airports nationwide, offers personalized assistance for travelers seeking a stress-free journey. At BWI, the service is provided by external vendors.

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: Though not often mentioned, the concierge service is generally praised for proactive assistance, particularly with wheelchair support or heavy luggage.

Language Assistance

BWI Airport offers free interpretation and translation services upon request.

What Passengers Say

Negative Experiences: Non-English-speaking users report a lack of bilingual staff in various areas, creating barriers for some international travelers.

Wi-Fi

Free and unlimited Wi-Fi is available. To use it, connect to the "#MyBWI-Fi" network on your device. On the pop-up screen, click "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 for smooth everyday tasks.

Negative Experiences: Some users report unstable signals in certain areas, particularly in less frequented terminals. Speed can also drop during peak times.