Guest Services

During your time at the airport, the staff here at BWI Thurgood Marshall are committed to ensuring you have a pleasurable passenger experience.

BWI Customer Service Center

The BWI Customer Service Center is located on the upper level of the terminal near Concourse D – behind the Air Tran ticket counter. The hours of operation are 9:00 am. – 5:00 pm. Monday through Friday. You may contact the Customer Service Center at 410-859-7992.

Passenger Information

BWI’s customer service desks are located on the upper level ticketing area before Concourse A/B, Concourse C, and Concourse D; and on the lower-level in the International Concourse arrivals area. Because the customer service desks are staffed by our 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 assistance and terminal paging announcements pick up a white courtesy phone located throughout the airport and dial 7111 or if calling from outside the airport call 1-800-I-FLY-BWI.

BWI Welcome Center

The Maryland office of Tourism also staffs three desks located 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). Opened daily from 8:30 am - 6:00 pm. Visitors to Maryland and the Baltimore/Washington region 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 which promote Maryland Tourism
Assistance with visitor lodging requests within Maryland, Washington DC, and BWI area (Hotel Reservations)
• Directions on how to access public transit for Baltimore and Washington Metro areas
• Assistance on how to use the various public transportation alternatives from BWI
• Driving directions to destinations in the Baltimore Washington Metro Areas and to destinations throughout the Eastern United States

BWI Pathfinder Volunteers

At Baltimore/Washington International Thurgood Marshall Airport we have a group of volunteers, known as the “Pathfinders.”

The Pathfinders are a group of 153 mostly retired, or semi-retired, men and women who love aviation, have a heart filled desire to assist our military personnel, and provide face-to-face, first class Customer Service to all visitors.

The Pathfinders come to us from various professional careers in aviation, government, and the private sector. One gentleman is a retired naval aviator and former Chief Pilot with American Airlines. We have several individuals who worked nearby at Ft. Meade with the National Security Agency (NSA). We also have a Pathfinder who is a registered nurse, and another recently retired as a cartoonist with a local newspaper.

Pathfinders contribute at least 4 hours per week staffing several information kiosks, and roaming.
In 2007 they volunteered at our airport for a total of 22,263 hours.

The Pathfinders can be found in the terminal seven days a week, 365 days a year.

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 Mass Exodus of 3,000 Soldiers returning home for the Holidays
• British Troop Movement
• Operation Welcome Home

Interested In Being a Pathfinder Volunteer?

Join the high-energy, exclusive world of the BWI Airport Volunteers and enjoy an exciting and prominent position where you'll meet interesting people from around the world.

As a BWI Pathfinder, you will help to reinforce the airport's reputation as a friendly place by greeting travelers, answering questions and assisting thousands to navigate the terminal and the region.

As a member of this elite and highly visible team, you will be serving in an environment that is always dynamic and engaging.

So, take off as a BWI Pathfinder and land the best volunteer position in town, at one of the fastest growing airports in North America: BWI Marshall.

Pathfinder Testimonials:

"I am recently retired and find being a Pathfinder very rewarding because each time I volunteer I am presented with new and exciting challenges."

"I really enjoy the camaraderie among the Pathfinders and look forward to my shift. We have so many interesting, helpful and friendly people who I am proud to call my friends."

"I always try to go the extra mile and put myself in the customer's shoes. If I felt lost, I would want someone to do the same for me."

Training

All Pathfinders attend one full-day orientation, offered quarterly, which includes an Introduction to our Program, a BWI Airport Tour and various topic-appropriate Guest Speakers. Each Pathfinder completes at least four one-on-one training sessions with a Pathfinder mentor.

We also encourage participation in our Monthly Newsletter, Brown Bag Lunches, and the MD Office of Tourism Familiarization Tours and Nationally Certified Training Program.

Rewards & Recognition

• Annual Holiday Party
• Volunteer Appreciation Month Events
• Complimentary Airport Parking

Meditation Room

BWI Marshall offers travelers a meditation room that is located between Councourses D & E on the upper level.

© 2008 - Maryland Aviation Administration