Very easy to find the pick up site from BWI airport. The lady dispatcher is very helpful and nice. There were 5 passengers in my ride, I was the 2nd to be drop off. The driver lady was nice too but she took extra cautiousness while driving every car passed us..., it took a little longer to go to my hotel, nevertheless, it's absolutely a safe ride.
It was hard to locate them at the airport as they no longer have the kiosk and only people who are walking around in blue jackets. Even then the person who was supposed to be there was not. Then I find out that my reservation through viator was not confirmed when I arrived which meant I had to wait an hour before I could even get on a van to the city.
Shuttle driver was professional and very helpful. Nevertheless, it was difficult to locate the agent at the airport as it was difficult to identify the agent who was seated on a chair with no desk nor sign. Had to keep asking where was the agent.