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Customer Service

At BWI Marshall Airport, we strive to ensure that our customer's experience is second to none and that we provide resources to our customers that ensure a comfortable and easy travel experience. 

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Interactive wayfinding map being used on a tablet

Need some help finding where to go?

Use our interactive wayfinding map to make your way around the airport with ease.

Go to Wayfinding

Concierge Services

The following third-party vendors offer concierge services to travelers desiring assistance during their travel journey.

Family Restrooms

BWI Marshall Airport has family restrooms in many locations throughout the terminal building.

There are five family restrooms on Concourse A – one before security between security and M&T Bank (equipped with an adult changing table), one in Baggage Claim, one just past security near Fly Dog Tap House, near Gates A9 and A12.

There are five family restrooms on Concourse B – one at security, one near Silver Diner, one at gate B2, another at gate B7 and one at Baggage Claim belt #5.

Concourse C has one family restroom - at gate C7.

There is one family restroom in the B/C Connector (equipped with an adult changing table).

There are three near Concourse D - one is in the upper level back hallway near Hudson News, one in the back hallway behind the Delta Air Lines ticket counter and one at gate D7 (equipped with an adult changing table).

Language Assistance

Baltimore-Washington International Thurgood Marshall Airport and Martin State Airport offer free interpretation and translation services upon request.

Lockers

There are no lockers at BWI Marshall Airport for luggage storage. All airport baggage storage has been suspended by order of the Transportation Security Administration (TSA). Contact your airline to inquire if they will allow early luggage check-in.

Nursing Stations

Recognizing the importance of providing high-quality facilities for nursing mothers, BWI Marshall Airport has partnered with Mamava to offer 5 nursing pods. The locations include Concourse A adjacent to Green Beans Coffee (near Gate A7), Concourse B near Gate B2, Concourse C near Gate C5, Concourse D near Gate D2, and in the Children’s Play Area in our D/E Connector. Additionally, there are Nursing Rooms in Concourses A and E. There are no restrictions on nursing throughout the terminal.

Passenger Information

BWI Marshall Airport’s information desks are located on the upper level ticketing area before Concourse A/B and Concourse D; and on the lower level in the Southwest Airlines baggage claim 1-5 area, lower level Concourse C and Concourse D, and International Concourse arrivals area. Because the information desks are staffed by Pathfinder Volunteers, hours at each desk may vary. A first-level of staffing priority is given to the Concourse D desk and is typically staffed daily from 5:00 am. – 9:00 pm. For general airport information, call 800-I-FLY-BWI.

Animal Relief Areas

BWI Marshall Airport travelers who are accompanied by service or other domestic animals can enjoy the convenience of four Animal Relief Areas while at the airport – two are pre-security and two are post-security.

How to find Animal Relief Areas at BWI Marshall Airport.
Pre-Security Post-Security

One Animal Relief Area is located prior to Concourse E on the lower level outside door #19, near the international terminal and adjacent to the Light Rail station.

The second Animal Relief Area can be found in front of the Hourly Garage. It can be accessed three ways:

  • From Concourse B, use the B skywalk to access the Hourly Garage, take the Tower B elevator down to Level 3 (marked “3”). Follow the white lined path to the right and look for a concrete wall opening and red awning overhead on the right-hand side. The paver pathway leads to the Animal Relief Area.
  • From Concourse D, use the D skywalk to access the Hourly Garage, take the Tower D elevator down to Level 3 (marked “3”). Follow the white lined path to the left and look for a concrete wall opening and red awning overhead on the left-hand side. The paver pathway leads to the Animal Relief Area.
  • From Concourse C, take the center elevator down to the Tunnel level (marked “T”). Follow the tunnel to the Hourly Garage. Take the Tower C elevator up to Level 3 (marked “3”). Follow the white lined path to the right and look for a concrete wall opening and red awning overhead on the right-hand side. The paver pathway leads to the Animal Relief Area.

We offer two Animal Relief Areas post-security. One is located at the beginning of Concourse C and the other in the connector between concourses D and E, just beyond the Concourse D/E Security Checkpoint.

Seating is available in all Animal Relief Areas. Owners are asked to clean up after their animals using the waste disposal bags and receptacles provided.

Pet Releif Area

Seating is available in both areas. Owners are asked to clean up after their animals, using the waste disposal bags and receptacles provided.

Aircraft Noise Complaints

Please call the Hotline at 410-859-7021. When calling please spell your name, and include your address, phone number, and your message. We look forward to working with you.

You can now submit your complaint online, or fill out and mail the printable noise complaint form below.

MAA Aircraft Noise Complaint Form

Please mail completed form to:

Noise Complaint From
Office of Noise, Real Estate and Land Use Compatibility
P.O. Box 8766
BWI Airport, MD 21240-0766

-or-

Click to send completed noise form as attachment via email