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Guest Services and Help

Baltimore Washington Airport BWI

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Guest Services at Baltimore Washington BWI Airport

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

BWI Passenger Information: The customer service desks -staffed by Pathfinder Volunteers -  are located on the upper level ticketing area before Concourses A/B and D; and on the lower-level at baggage claim 1-5 of Southwest; at lower level of Concourses C & D, and at the International Concouse arrivals area. While these desks are attended at different times, Concourse D is ususally staffed daily 5am-9pm.  For information use the white courtesy phone or call 410-859-7736 or call 800-I-FLY-BWI.

The Maryland Office of Tourism
- staffed at three desks on the lower level of the terminal at Concourse A (across from baggage claim carousel 3); Concourse C (between baggage carousels 9 and 10) and Concourse D (across from baggage carousels 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

Bicycle trail (with racks & bicycle rentals)  /walking trail
: ioutside of International Terminal, near  light rail station.

Family restrooms: 
 At Concourse A -  between bank & security check; just past security near Phillips restaurant; at gate A9; in baggage claim lower level.   At Concourse B - at security,  near Silver Diner, at gate B2, at gate B7 and at baggage claim belt 5.   At Concourse C has one family restroom - at gate C7.  at B/C Connector (with an adult-changing table).   At Concourse D at upper level back hallway near Hudson News;   in back hallway behind United Airlines' ticket counter; and at gate D7.
Meditation Room is on the upper level, between Concourses D & E.
Nursing area at pre-securty within foyer entrance to women's restrooms on upper & lower levels of Concourse C, with some chairs next to electric wall receptacle. (The Airport has no nursing restrictionss.)
Observation Gallery on the upper level of the terminal, between Concourses B & C, at pre-security,  features aiation exhibits, children's play equipment, & youth Art Gallery - as well as charging stations & the new Sky Azure cocktail lounge.   Near the Gallery is the Thurgood Marshall exhibit.
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 daily 6am-10pm.  It 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.

Lost & Found

For items left at the security checkpoint areas: Contact the TSA Lost and Found office - 410-689-3620. The TSA Lost and Found office is open daily from 8:00 a.m. to 1:30 p.m. and is located on the lower level across from door #9. For items left on an aircraft or in a ticketing or boarding area:
Contact the airline on which you traveled. For items left on the BWI Marshall Airport parking shuttle buses:
Contact the airport shuttle bus service - 410-684-3346. For items left at one of the BWI Marshall Airport parking garages or parking lots:
Contact SP+ Parking - 410-859-9230. For items left in other areas:
Please contact the BWI Marshall Airport Lost and Found office by filing out the below form The Lost & Found Office is located at the entrance to Concourse C on the upper level of the terminal and is open Monday-Friday from 9:00 a.m. to 5:00 p.m. (closed from 11:30 a.m.-12:00 p.m. and on all Maryland state holidays). All requests will be responded to promptly. The office may be reached directly at 410-859-7387, but please complete the online form first.

Mail Center

Postal Boxes - Near Concourses A, B, C, D & E
UPS and FedEx Drop-Offs - Near Concourse C


Pets are not allowed in the Terminal areas unless in a kennel - exception: working dogs on a leash.

Pet relief areas are available at
(a) the end of  Concourses  E - on lower level, outside door 19, (near the International Terminal & next to the light rail station;
(b) in front of the hourly garage. 


International Travelers at Baltimore Washington BWI Airport

All international arrivals - with the exception of those who went through U.S. Customs clearance at participating airports - need to go through passport control, pick up their bags and go with them through Customs clearance .  If they continue their journey  they need to re-check-in their bags where indicated, before proceeding to to their connecting flight's gate.  For Terminal and /or Concourse connections, please refer to 'Terminal Map' page.

NOTE: Prior to departure make sure that your original airline will transfer bags to your connecting flight - if not, you need, after customs clearance, take them to your connecting terminal and  check them in at your connecting airline counter before proceeding to your gate.