Baltimore Washington Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 77 reviews
3/10
No Skytrax Rating
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2/10

"TSA worker screaming at everyone"

(United States)

Trip Verified | TSA worker screaming at everyone. She removed purse, shoes and jacket from the bin where I was told to place them. She threw each item on the belt individually. Never stopped hollering.
Experience At AirportDeparture Only
Date VisitFebruary 2024
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
10/10

"your kindness is noticed"

(United States)

Not Verified | My adult daughter had just returned from her connection in Las Vegas to Baltimore Airport in route to her final home destination in Maryland. My daughter had difficulty locating her car and had gotten on the wrong airport bus. Now normally this is frustrating for anyone, but my daughter is autistic so trying to problem solve while in a heightened emotional state is a big struggle for her. Morgan is higher functioning and prides herself on how independent she is, but after a night of flying across country and running to connection flights, she was feeling defeated and concerned about finding her vehicle as the sun was going down. A bus driver named Chris on bus 407 was her guardian angel. He went out of his way to get her to the correct bus before it got dark when the main office confirmed they were too swamped to assist. He even had to deal with an angry traveler yelling at him for taking the extra time of getting Morgan to the correct bus connection although Morgan said he was very efficient and quickly navigated her to the correct destination. Thank you Chris, your kindness is noticed and the world is a better place because of people like you!
Experience At AirportTransit
Date VisitJanuary 2024
Type Of TravellerSolo Leisure
Terminal Signs 12345
Airport Staff 12345
yes
1/10

"said that it wasn't as late as I thought"

(United States)

Trip Verified | After arriving at BWI Airport around 5 PM from Detroit, I had to wait for two hours after touchdown for the handlers to begin bringing out the luggage and my suitcase was not among those that arrived. Upon enquiry at the Lost Luggage room, I was told that the plane was too heavy, so my suitcase (which was not anywhere near being overweight) had been randomly selected to be rerouted (thrown off the plane) to another airport. It would therefore now arrive at 10 PM from Chicago Midway. So I was given two choices: wait at the airport till 10 PM for my bag to arrive, or go home and wait "two days" for them to "Overnight" the bag to me via FedEX. Really, how much extra fuel would it take for my normal-weight suitcase to be included in the original flight? I opted for the former option and prepared to settle in for a three-hour vigil at the BWI airport. At 10 PM I was at the conveyor belt that ground staff said I should stand at to wait for my suitcases. They said the plane would be 12 minutes late. And so I waited. Eventually another showed up. She was there to pick up her elderly mother who was on that plane from Chicago. She expressed concern as it was the first time her mother was flying using a walker. I would periodically check with ground crew if I was really standing at the right place. They always replied with the same thing: when the suitcases start arriving from Chicago they would be at belt 3. But it wasn't until well after 11 PM that I saw the belt I should be standing it was now Belt 4. The ground crew had not bothered to tell me about the change, even though I was standing near their desk and in regular conversation with them. The bags started rolling in and by 11:43 PM I was finally able to retrieve my suitcase. When I questioned the ground crew about the delay, they were very defensive and said that it wasn't as late as I thought because it took a long time for the plane to reach a gate, and they count the delay from the moment it does so. So there you are. This was my unplanned adventure on December 27. I hope your experience with Southwest Airlines and the BWI Airport is better than mine has been of late.
Experience At AirportArrival Only
Date VisitDecember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"requested wheelchairs but no attendants"

(United States)

Not Verified | We had requested wheelchairs but there were no attendants to push them so we loaded our bags onto them and pushed them from Terminal A to Terminal D to board our flight to West Palm Beach.
Experience At AirportArrival and Departure
Date VisitJuly 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1/10

"Terrible customer service"

(United States)

Not Verified | Overall employees from the shuttle bus driver to the ticket desk to TSA have a rude and unfriendly attitude. All employees seem to have a hourly based personality, only do was is absolutely necessary, nothing more. Most employees focus is talking to other employees and seemed bothered to have to do anything at all. Terrible customer service and willingness to help.
Experience At AirportDeparture Only
Date VisitJuly 2023
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
no
1/10

"worst service with respect to baggage"

(United States)

Not Verified | BWI consistently has the absolute worst service with respect to baggage. We have waited up to a full hour for bags to be delivered to the baggage area. Larger and busier airports do a much better job. This department should be ashamed of their job performance.
Experience At AirportArrival Only
Date VisitMay 2023
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"The TSA here is so rude"

(United States)

Trip Verified | The TSA here is so rude it’s funny. They treat you like cattle, yelling, belittling, and anger is a great way to describe these winners. I would avoid this airport at all costs if possible.
Experience At AirportDeparture Only
Date VisitMay 2023
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"staff at security were very rude"

(United Kingdom)

Not Verified | The staff at security were very rude. I passed the security guy my passport then he mumbled something I didn’t hear. He then shouted at me to put my phone on the scanner to scan my ticket. Then I was about to walk through the security gate and one security worker was shouting in an irritated tone “push your bags through the scanner!” And as I was doing that she proceeded to shout it two more times. I heard her the first time. After that she said to her coworker “I don’t know how many times I have to say it” and her coworker said “yeah must’ve been about 4 times. I’ve stopped because nobody listens” They’re so disrespectful! Security is already overwhelming enough, especially for people with autism, anxiety etc. the first guy literally mumbled then yelled at me when I didn’t hear him. What if I had a hearing problem? The security workers need to have more respect and patience for others. The staff at Starbucks and auntie Anne’s however I didn’t have an issue with and for the most part were polite.
Experience At AirportDeparture Only
Date VisitJanuary 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
2/10

"I will avoid this airport at all costs"

(United States)

Not Verified | I will avoid this airport at all costs in the future. TSA Agents were rude and condescending. Bathrooms were filthy. Restaurants were understaffed. There was no help at the gate for passengers who required assistance in boarding, so the Southwest gate agent had to bring each wheelchair passenger (10 of them) to the plane himself. Do yourself a favor and stay away.
Experience At AirportArrival and Departure
Date VisitAugust 2022
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"Poor planning and poor logistics"

(United States)

Trip Verified | Spent 20 minutes sitting on the tarmac waiting for a gate to open. Then spent an additional 25 minutes sitting on the plane at the gate waiting for a skyway driver to attach to the plane. In that time the luggage was not unloaded from the plane, so another 20 minutes was wasted waiting for luggage to arrive at the baggage claim. After luggage was attained, I watched two "long term" busses pull away from the shuttle station at the same time. I then waited 35 minutes for one to come back to the pickup, by which time, I had created an account here and written this entire review and the shuttle still is not here. It arrived 38 minutes after leaving and both shuttles arrived at the same time. Poor planning and poor logistics by every department at the airport.
Experience At AirportArrival Only
Date VisitAugust 2022
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1 to 10 of 77 Reviews