Airports are crucial places, given the significant role they play in connecting people to destinations. The service you get at the start of your journey can shape the whole of your travel experience. Suppose you are held up in traffic for hours before even reaching the airport — and once inside, you face long security checks and potentially disgruntled TSA staff. Even if the carrier pampers you at 35,000 feet, your journey may still be book-ended by bad memories in the terminals at either end.
"There are various things that people look for when assessing the overall standing of an airport."
The major concerns of most travellers revolve around comfort, service facilities and things to do, food options, immigration and security, customer service, and cleanliness. Airports, it's obvious, offer more than departures and arrivals. ILM is an airport we would describe as a mix of all those factors — in a small airport. Notably, most small airports have few amenities: beyond customer care and TSA agents, the rest tend to be lacking. But not here in Wilmington. Yes — there are amenities, and lots of them.
So much so, that your first wish may even be for your flight to be delayed a couple of hours — so you can have more time in the art gallery, appreciating the many artefacts on display.
Exhibit A — Things Worth Missing a Flight For
There is the Greater Wilmington Sports Hall of Fame, displaying plaques of the sportswomen and sportsmen who have excelled here. Or take a trip down aviation's memory lane and come face to face with one of the instruments once used to train pilots — a historical device on display here whose amazing look and features could keep you transfixed for the better part of a day.
And it's not just about having amenities — it's how those amenities are delivered that matters. While ILM is still small, yet to fly two million passengers a year, it is big on innovation. The putting green has put ILM on the global map: you'll feel like a pro at a PGA tournament, so superbly is it rendered. You can start warming up right here before teeing off at the surrounding golf courses.
The attention accorded to your pet is also great — the relief areas and the lounge will have your pet convinced it's out for a treat.
Exhibit B — The Missing Queue
But the best of all is the absence of the number-one nagging thing associated with airports: long security lines. Here you'll find a calm rarely found in airports. You don't have to arrive two hours before boarding — this has been the single most celebrated thing about ILM. On top of that, your luggage comes out in record time, so you won't be yawning around the lounges waiting for your bag.
And don't think the courteous staff are doing it just for show — handling people this way has always been the culture of this airport. The staff, together with the volunteers, will usher you in and share details about your travel — and other facts about the Wilmington area — with a smile. Their professionalism, information and commitment to your needs will make you want to come back, always.
Ask anybody who has been there: they won't conclude their love for ILM without mentioning the cleanliness, the plenty of elbowroom, and the rocking chairs.
Exhibit C — The Human Services
We thought everything simply fell into place here, but we came to realize none of it just happened: it has been a constant journey of improving this airport's standing — no wonder the numbers keep growing.
We found something unique about the free Wi-Fi, too: there is a way of dodging the promotional emails. Quite interesting — you can do your thing in peace.
And now, probably the greatest of all: the free car-seat checks. We mean it! Here you'll find experienced staff who have mastered this job thoroughly — they will check, and replace, your car seats if any fault is found. That is not just customer service; it's a human service. Thanks to the management of ILM.
- Security: no long lines — no need to arrive two hours early.
- Baggage: out in record time.
- Amenities: art gallery, Sports Hall of Fame, historic pilot-training instrument, putting green.
- Pets: relief areas and a lounge fit for a treat.
- Comfort: cleanliness, elbowroom, rocking chairs.
- Extras: free Wi-Fi without the promo-mail toll; free car-seat checks and replacement.
Sincerely speaking, many airports have tried to offer many services and amenities — but ILM, though a small airport, has gone out of its way to meet every travelling human need as far as possible.
And we cannot be convinced otherwise: it's better than other airports, by far. Keep up the good work, ILM!