Baltimore Marshall (BWI) Airport

Guest Services and Help

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BWI Customer Service Center
Located on the upper level of the terminal near Concourse D, behind the AirTran ticket counter. Open 9 am to 5 pm, Mo-Fri. Tel: 410-859-7992.

BWI Passenger Information
The customer service desks are located on the upper level ticketing area before Concourses A, B, C, and D; and on the lower-level in the International Concourse arrivals area. Because the customer service desks are staffed by Pathfinder Volunteers, hours at each desk may vary. Staffing priority is given to the Concourse D desk and is usually staffed daily from 5 am to 9 pm. For assistance to be directed to other services call 410-859-7736, or use a white courtesy phone, located throughout the terminal,

The Maryland Office of Tourism
Staffed at three desks on the lower level of the terminal at Concourse A (across from baggage claim #3); Concourse C (between baggage #9 and 10) and Concourse D (across from baggage #13-14). Open daily from 8:30 am - 6:00 pm. Visitors can obtain information such as:
-In-airport directions and information
-Maps and brochures to travelers on Maryland/Washington, DC and the surrounding region
-Assistance with itineraries and visitor lodging requests within Maryland, Washington DC, and BWI area (Hotel Reservations)
-Directions on public transit for Baltimore and Washington Metro areas
-Assistance on various public transportation alternatives from BWI
-Driving directions to destinations in the Baltimore Washington Metro Areas and throughout the Eastern United States

BWI Pathfinder Volunteers
The Pathfinders are a group of 100+ mostly retired or semi-retired persons with various professional careers in aviation, government, and the private sector, who love aviation, have a desire to assist our military personnel, and provide face-to-face, first class Customer Service to all visitors. Some of the events at BWI the Pathfinders participated in:
Annual Strawberry Festival, at the Benson Hammond House
Assisting War World II “Honor Flight” Veterans
Annual Johns Hopkins Children’s Center Fantasy Flight to the North Pole
U.S. Military Holiday Soldiers returning home for the Holidays
British Troop Movement
Operation Welcome Home

Paging Someone
BWI Airport staff is available to page someone for you whether you are in the terminal or calling from another location. If you are in the terminal use the courtesy phone and dial ‘0’.

USO International Gateway Lounge
Located on the lower level, International Pier, Beside Baggage Claim 14 - Tel. 410-859-4425 - open 6 am - 10 pm daily.
This lounge is designed for Military Personnel and their families. Please ask BMI's volunteers to direct you there.
The Technology center with free Internet access can be accessed from USO located on the lower level between Concourse D and E, beside baggage claim 11. 9:00 AM - 10:00 PM. USO is providing this facility only to special passengers such as active-duty military personnel, National Guard reservists, military retirees, merchant marines, and their dependents.

Courtesy Phones are located through the BWI Terminal. If you are calling from another location, please call 410-859-7111 or 1-800-435-9294 and follow the automated instructions to speak with an airport representative.
International arrivals are on the lower level near the light rail.
Lost & found items can be retrieved either at your airline’s Lost & Found office, the BWI Marshall Lost & Found Office located between Concourse B&C/Upper Level, or the Transportation Security Administration (TSA) Lost & Found office. Please contact your airline directly to find out their lost & found phone number. To contact BWI Marshall Lost & Found, please call 410-859-7387 or e-mail maalostandfound@bwiairport.com.

Lost baggage is the responsibility of each airline. Please call you airline for further information.
Postal Boxes - Near Concourses A, B, C, D and E
UPS and FedEx Drop-Offs - Near Concourse C
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
Effective January 1, 2008, the designated smoking areas will be on the outer curb (center island) of the upper and lower levels of the terminal. Smoking is prohibited on the inner curb of the upper and lower levels and all other areas of the terminal.
Travelers Assistance - see "Guest Services"

ADA Services- see "Persons With Disabilities"