Guest Services & Information

Customer Service Center

The BWI Marshall Customer Service Center is located on the upper level of the terminal near Concourse D – behind the AirTran ticket counter. The hours of operation are 9:00 am. – 5:00 pm. Monday through Friday.

Passenger Information

BWI Marshall’s customer service desks are located on the upper level ticketing area before Concourse 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 customer service 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.

Pathfinder Volunteers

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
In 2008, Pathfinder volunteers worked over 25,000 hours. They assist over 30,000 people each and every month. The Pathfinders can be found in the terminal seven days a week, 365 days a year.

Interested In Being a Pathfinder Volunteer?

Enjoy an exciting and prominent position where you'll meet interesting people from around the world.

As a BWI Marshall 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.

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 Marshall 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 Maryland Office of Tourism familiarization tours and nationally certified training program.

Rewards & Recognition

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

Call 410-859-7826 for information.