San Francisco International Airport2014 Sustainability Report
Table of Contents.
1. SFO Profile 1 .
2. Economic Viability 9 .
3. Operational Efficiency 15 .
4. Natural Resource Conservation 21 .
5. Social Responsibility 31.
Awards 52 .
Appendix: SFO by the Numbers 55 .
December 2014 Prepared for the San Francisco International Airport Commission by (www.vhb.com)
SFO recognizes that creating
state-of-the-art facilities, such as the
new air traffic control tower, is
essential to the Airport’s long-term
economic success and viability.EEconomic Viability
As an example of Airport’s commitment
to conserving natural resources, SFO has
planted over 2,000 trees of more than
15 species, resulting in sequestration of
approximately 120 metric tons of carbon
dioxide each year.NNatural Resources
Efficient movement of aircraft minimizes
delays for SFO’s passengers and results
in lower greenhouse gas emissions from
taxiing or idling aircraft. OOperational Efficiency
SFO’s new WAG Brigade helps
passengers feel more at ease. This
program exemplifies SFO’s commitment
to social responsibility and to providing
an exceptional Airport for its passengers.
Social ResponsibilityS
Airport Sustainability“A holistic approach to managing an airport so as to ensure the integrity of the Economic viability,
Operational efficiency, Natural resource conservation and Social responsibility (EONS) of the airport.”
– Airports Council International - North America
1
SFO’s mission is “to provide an exceptional
airport in service to our communities”
Message from the Director
We take pride in being an exceptional Airport in service to our communities. Sustainability is close to the heart of our mission. I’m excited to announce that this year we adopted The Airport Council International’s EONS guidelines to help us shape our sustainability programs and practices.
EONS stands for Economic viability, Operational efficiency, Natural resource conservation, and Social responsibility. These guidelines drive home the fact that sustainability is much more than saving energy and resources; it’s about making sure all of our activities benefit the community.
Economic viability is a fundamental requirement for a successful enterprise. SFO is in a strong financial position and that gives us the flexibility to invest in more sustainable practices. As a major economic engine for the region, our continued traffic growth benefits the surrounding communities with jobs and economic vitality.
Operational efficiency is a goal of the Airport’s Strategic Plan and a focus of all Airport Divisions. An efficient operation means we can provide the best guest experience at minimal cost with the least amount of waste possible.
Natural resource conservation is part of what we do. Our initiatives range from protecting endangered species to developing and implementing guidelines to minimize greenhouse gases, eliminate solid waste, and conserve water.
Social responsibility starts at home. We are committed to the safety & security of our employees, including their wellbeing and satisfaction at work. The same commitment extends to our guests and our neighboring communities.
Please take the time to read through this edition of our Airport’s Sustainability Report to learn more about the great work everyone is doing to ensure SFO is at the forefront of sustainability.
John L. Martin Airport Director
San Francisco International Airport, the
“Gateway to the Pacific,” is a world-class
airport serving over 46 million domestic and
international passengers annually.
1
Airport Authority Structure
SFO is owned and operated by the City and County
of San Francisco, through its Airport Commission, as
a financially self-sufficient enterprise department.
The Airport Commission consists of five members
appointed by the Mayor to four-year terms. Origi-
nally part of the San Francisco Public Utilities
Commission, the Airport Commission was estab-
lished by City Charter in 1970. In accordance with
the Charter, the Airport Commission is primarily a
policy-making body, establishing the policies by
which the airport operates. The Commission is
prohibited by Charter from involving itself in the
day-to-day operation of the airport. That function is
vested in the Airport Director, who is nominated by
the Commission and appointed by the Mayor.
San Francisco International Airport (SFO) is located in San Mateo County but is owned
and operated by the City and County of San Francisco. This chapter provides context
for the Airport’s sustainability efforts, and includes information about the governing
structure of SFO, characteristics of Airport facilities, and passenger traffic.
1. SFO Profile
Eleanor JohnsMember Airport Commission
Richard GuggenhimeMember Airport Commission
Peter SternMember Airport Commission
Larry MazzolaPresident Airport Commission
Linda S. CraytonVice President Airport Commission
2
1 SFO Profile
Airport Characteristics
The Airport is located approximately 14 miles south
of the City and County of San Francisco in San
Mateo County. The Airport, located just east of
Highway 101 and west of the San Francisco Bay,
covers approximately 5,100 acres. The Airport has
97 gates spread among four separate terminals.
Airline Traffic
Fiscal Year 2014 1 established new records for overall
passengers and enplanements. SFO’s FY 2014
enplanement number was 23 million passengers, an
increase of 3.20% compared to FY 2013. The overall
total airport passenger traffic, which includes
enplanements, deplanements, and in-transit
passengers, was over 46 million in the same period.
The success of FY 2014 continues the trend of
strong passenger growth at the Airport. This growth
is reflected in the graph below, which shows annual
passenger traffic from 2000 to 2014.
1 Fiscal year (FY) 2014 spans from July 1, 2013 to June 30, 2014.
Factors contributing to the strong growth
passenger traffic growth include:
• Start of operations for Virgin America
• Increased operations of United Airlines following
the merger with Continental Airlines,
Passenger Activity
Carriers operating at SFO in FY 2014
SFO is located in San Mateo County, 14 miles
south of the City of San Francisco.
3
Passenger Activity
Carriers operating at SFO in FY 2014Domestic Passenger Air Carriers
AirTran AirwaysAlaska Airlines American Airlines
Delta Air Lines Frontier Airlines Hawaiian Airlines
JetBlueSouthwest AirlinesSun Country Airlines
US AirwaysUnited AirlinesVirgin America
Regional/Commuter Air Carriers
Compass Airlines (Delta Air Lines) Horizon Air (Alaska Airlines) Skywest Airlines (Delta Air Lines) Skywest Airlines (United Airlines)
Seasonal/Charter Air Carriers
Cargolux Airlines (Swissport USA)Miami Air International (Servisair)
American Airlines (Swissport USA)Omni Air International (Swissport USA)
Republic Airlines
Foreign Flag Passenger Air Carriers
Aer Lingus Aeromexico Air CanadaAir China Air FranceAir New ZealandAll Nippon Airways
Asiana AirlinesBritish AirwaysCathay Pacific China AirlinesChina Eastern North EVA AirwaysEmirates
KLM Royal Dutch AirlinesKorean Air LinesLAN PeruLufthansa German AirlinesPhilippine AirlineScandinavian AirlinesSingapore Airlines
Swiss InternationalTACA (Avianca)Virgin AtlanticWestJet AirlinesXL Airways France
Domestic Cargo Air CarriersABX AirAir Transport International
Air Cargo CarriersAmeriflight
Atlas Air, Inc. (DHL)Federal Express
Airways Kalitta Air
Foreign Cargo Only Air Carriers
Nippon Cargo Airlines
48TOTAL PASSENGER
AIRLINES
27
8
TOTAL CARGO AIRLINES
7
4
Carrier Data Summary by Category
5 1
12
DOMESTIC PASSENGER AIR CARRIERS
FOREIGN FLAG PASSENGER AIR CARRIERS
REGIONAL/COMMUTER AIR CARRIERS
SEASONAL/CHARTER AIR CARRIERS
FOREIGN CARGO ONLY AIR CARRIERS
DOMESTIC CARGO ONLY AIR CARRIERS
56TOTAL AIRLINES
4
1
Terminals
San Francisco International Airport operates one
international terminal with two international
boarding areas and three domestic terminals with
five boarding areas.
The International Terminal Complex (ITC) is an
approximately 2.5-million-square-foot facility that
houses international and limited domestic
passenger ticketing, Federal Inspection Services
operated by the U.S. Customs and Border Protec-
tion, baggage facilities, concessions (including duty
free), and airline and Airport Commission offices.
The International Terminal is comprised of approxi-
mately 1.7 million square feet and connects to
Boarding Areas A and G, which have a combined
space of approximately 850,000 square feet and
24 boarding gates. The Airport owns and maintains
the common-use baggage system that supports all
airlines in the ITC but the system is operated by the
airlines using the ITC.
In addition, the Airport currently operates three
domestic terminal buildings. Terminal 1 and
Terminal 3 handle domestic flights and flights to
Canada. A number of improvement projects are
currently underway or have recently been
completed for the domestic terminals. The
Terminal 1 renovation program is currently in the
planning stages and includes the complete replace-
ment of Boarding Area B, a major renovation of
Terminal 1, and significant improvements to
Boarding Area C. The Airport recently completed
capital improvements and renovations to Boarding
Area E in Terminal 3 and the western portion of
SFO Profile
Airport Terminal Layout
SFO operates 97 boarding
gates in the International
Terminal and in
Terminals 1, 2 & 3.
5
Terminal 3 boarding facilities. In April 2011, the
Airport reopened the renovated Terminal 2, which
converted the old 10-gate International Terminal
into a new 14-gate domestic terminal. Terminal 2 is
the first airport terminal in the United States to
achieve Gold Certification under the U.S. Green
Building Council’s LEED® (Leadership in Energy and
Environmental Design) green building program.
Also, in January 2014, SFO opened the renovated
Boarding Area E in Terminal 3, which covers 118,000
square feet with 10 boarding gates. This Boarding
Area provides luxurious seating in the general
holding area within view of all boarding gates;
about 9,000 square feet of shops and restaurants
providing locally grown organic foods and major
brands merchandise. A flight deck and museum
exhibit provide historic views of the Airport and
airline industry, as well as the San Francisco Bay
Area. This building also received LEED Gold Certifica-
tion from the U.S. Green Building Council.
As shown in the illustration on the previous page,
the Airport operates 97 boarding gates, 47 of which
San Francisco International
Airport’s airfield.
SFO’s approximately 1,700-
acre airfield is comprised
of runways, taxiways, and
service roads. Aircraft operate
on two pairs of parallel
north-south and east-west,
intersecting runways.
can accommodate wide-body aircraft. Of the
97 gates, 24 gates are located in the ITC, 26 in
Terminal 1, 14 in Terminal 2 and 33 gates in Terminal
3. The Airport currently operates three gates in
Boarding Areas A and G in the ITC which are
equipped to handle new large aircraft (NLAs), such
as an Airbus A380. A fourth gate is also being reno-
vated to accommodate NLAs.
Airfield
The Airport’s airfield, comprised of runways, taxi-
ways, and service roads, has an area of approxi-
mately 1,700 acres. SFO operates two pairs of
parallel north-south and east-west, intersecting
runways. The two longer east-west runways, Runway
10L-28R and Runway 10R-28L, are
11,870 and 11,381 feet long, respectively. The north-
south runways are shorter. Runway 1R-19L is
8,646 feet long and Runway 1L-19R is 7,500 feet long.
Runway 1L-19R is not equipped with instrument
landing systems (ILS) for arrivals. The existing
runways can accommodate the arrival and depar-
ture of NLAs. All four runways were recently modi-
fied to provide Runway Safety Areas at the end of
each runway in accordance with Federal Aviation
Administration (FAA) requirements.
10L
10R19R 19L
1L
1R
28R
28L
6
1
Surface TransportationParking
More than 15,000 parking spaces are available at
SFO for use by the travelling public.
• A total of 5,843 spaces are available in the
Domestic Parking Garage. This garage is
connected to the domestic terminals by
pedestrian tunnels and bridges.
• A total of 2,200 spaces are available for
passengers in two public garages located at the
International Terminal Building. The International
Terminal Garage A contains 1,059 spaces and
International Terminal Garage G contains
1,141 spaces.
• The Lot DD Parking Garage is a long-term
parking facility with 4,830 spaces.
• The Lot DD parking area provides an additional
2,492 parking spaces.
SFO provides bike racks for use by passengers at five
convenient locations, including the Domestic
Garage, the Rental Car Center, the Westfield Garage,
and two at the International Terminal. A number of
existing buildings and all new SFO buildings offer
bicycle racks for use by Commission employees.
AirTrain System
The Airport maintains an on-Airport AirTrain System
that provides around-the-clock light rail transit
service to all the terminals, short-term parking facili-
ties, and the rental car facility. There are two sepa-
rate train lines providing service to passengers. The
AirTrain stations are located at the north and south
sides of the ITC; Terminals 1, 2, and 3; at the two
short-term ITC parking garages; on McDonnell Road
to serve the West Field area of the Airport; and on
Lot “D” to serve the rental car facility.
Bay Area Rapid Transit (BART)
An extension of the Bay Area Rapid Transit (BART)
rail service to the Airport was completed in 2003.
The extension provides a connection between the
Airport and the greater San Francisco Bay Area
served by BART, including the City and County of
San Francisco. BART also provides a link to the Mill-
brae station that provides access to CalTrain, which
provides commuter rail service to the San Francisco
peninsula and San Jose.
Rental Car Facility
The Airport established one of the nation’s first
consolidated rental car facilities. This complex
encompasses a 5,000-space, full-service rental car
facility for all on-Airport rental car companies. It is
located approximately one mile north of the termi-
nals and is easily accessible to travelers via AirTrain.
employees and passengers alike to safely bike to,
from, and around the Airport.
Establishing bike lanes
at SFO is one of many
initiatives to encourage
bicycle use to, from, and
around the Airport (left).
SFO offers five courtesy
bicycle parking areas at
the airport for use by
passengers and airport
employees (right).
SFO Profile
7
Bicycle Access
SFO provides a dedicated bike lane for access to all
terminals on SFO controlled roads. This enables
employees and passengers alike to safely bike to,
from, and around the Airport.
Maintenance and Cargo Facilities
The Airport owns and operates several cargo and
maintenance facilities. The Super Bay hangar is a
facility owned by the Airport and leased to United
Airlines and American Airlines for maintenance
operations. The United Airlines Maintenance Center
consists of approximately three million square feet
of building and hangar floor area that is used for
aircraft maintenance facilities. The Airport also owns
and leases other cargo buildings and buildings
devoted to other operations. The Airport also
completed the construction of a new
78,000-square-foot LEED Gold standards cargo
facility, West Field Cargo, in early 2014.
The new West Field
Cargo facility completed
construction in 2014 to
LEED Gold standards.
Concessions at SFO generate $129.5 million in
annual revenue for the Airport, SFO’s second
largest source of operating revenue.
9
San Francisco International Airport generates significant economic benefits for the
entire Bay Area, through direct employment, induced employment, and business
revenues. SFO enables convenient and affordable business travel across the U.S. and
throughout the world for leading companies located in the Bay Area. SFO is financially
secure, and is assured of long-term viability and the ability to continue functioning as
a regional economic engine.
2. Economic Viability
Financial Performance
SFO generates over $750 million in operating
revenue from aviation, concessions, parking, and
transportation. SFO uses this revenue to invest in
capital improvements for the airport, maintain and
repair its expansive infrastructure systems, purchase
materials, and support SFO employees, among
many other activities. The following two charts
show a snapshot of SFO’s FY 2014 Operating
Revenues and Expenses.
FY 2014 Operating Revenue by Type
10
2
Economic Contribution of SFO Operations
Economic Viability
FY 2014 Operating Expenses
SFO helps showcase
California’s food
culture in many
of its terminal shops,
including the Napa
Farms Market.
11
Economic Contribution of SFO Operations
San Francisco International Airport generates signifi-
cant economic benefits also not only for the City
and County of San Francisco, but for the entire nine-
county San Francisco Bay Area, which is home to
over seven million residents.
In 2012, SFO directly accounted for $5.4 billion in
business activity supporting 33,581 jobs at the
airport. Off-site business activities that depend
directly on local air service for staff movements,
cargo deliveries, and visitor spending together raise
the Airport’s direct economic contribution to the
Bay Area to $31.2 billion in business sales
supporting 153,000 jobs.
The nine Bay Area counties include:
• San Francisco
• San Mateo
• Santa Clara
• Alameda
• Contra Costa
• Solano
• Napa
• Sonoma
• Marin
These counties represent a higher than national
average income level based on the robust economy
of the Bay Area. The economic activities in these
counties are strong and diverse and represent some
of the nation’s leading business areas. Napa County
is the home of wine country and a leading tourist
destination, while Santa Clara County is a leading
technology center and San Francisco is a leading
financial services center. San Mateo County, where
San Francisco International Airport is located, has a
strong biotechnology sector. A sampling of the
region’s major private employers illustrate the area’s
economic diversity, including Kaiser Permanente,
Cisco Systems, Wells Fargo Bank, Safeway, Stanford
University, Genentech Inc., Apple, Google Inc., and
Oracle Corporation.
In 2013, SFO commissioned an economic impact
study to evaluate the Airport’s economic contribu-
tion to the region. A brief summary of various find-
ings of this report is provided in the following
sections. For more information on the results of this
study and methodology used to calculate SFO’s
economic impacts, please refer to the
2013 Economic Impact Study of San Francisco
International Airport 1, prepared by the Economic
Development Research Group, Inc.
1 Economic Development Research Group, Inc. 2013 Economic Impact Study of San Francisco International Airport. May 2013. http://media.flysfo.com.s3.amazonaws.com/default/downloads/reports/SFOEconomicImpactReport2013.pdf Accessed August 1, 2014
SFO has a direct financial effect on the Bay Area’s
nine separate counties.
Source: Data-RITA NTAD (National Transit Atlas Database). Graphic-EDR Group
12
2
San Francisco International Airport Employment Impact
SFO’s total job contribution reflects direct
employment at the Airport, as well as indirect and
induced employment resulting from additional
downstream impacts on suppliers, plus re-spending
of workers’ income.
Direct Employment
The Airport represents a strong economic engine in
the nine county region. The summary of the Airport’s
economic impact data for the 12-month period
through May 2013 is shown in the table below.
Direct employment at the Airport accounted for
33,581 jobs. Airlines account for approximately
43 percent of all direct employment at SFO. The
overall payroll income from direct jobs was more
than $2 billion annually and business revenue
generated at the Airport was nearly $5.5 billion in
the same reporting period.
Direct Employment at SFO
Economic Viability
13
Indirect and Induced Employment
The direct employment by the Airport of nearly
34,000 Airport employees also leads to the creation
of ancillary jobs that contribute to the overall
economic activity in the San Francisco Bay Area.
The more than $2 billion in payroll income earned
at the Airport is spent on goods and services that
produce additional jobs and business revenue in
the Bay Area. This includes personal services and
household services, such as purchases at restaurants
and stores. The indirect jobs attributed to the
Airport total nearly 11,000 annually, generating
$1.8 billion in business revenue and $728 million in
payroll income.
Additionally, businesses working at the Airport also
procure goods and services that generate additional
induced jobs. According to the 2013 Economic
Impact Study of San Francisco International Airport,
these activities produce another 16,000 jobs annu-
ally. The table at the top of this page summarizes the
total job impact of the Airport.
According to the Economic Development Research
Group, the Airport’s employment contribution is
even higher than the 60,000 jobs shown above
when the impact of off-site business activities that
depend directly on Airport services is taken into
account. Factoring in these additional jobs, which
include aviation exports and visitor spending, the
Airport’s economic contribution to job creation in
the San Francisco Bay Area rises to nearly
153,000 jobs.
Taxation Revenue
The tax revenue generated by the Airport is also a
driver of the local, state, and national economy.
Airport operations in 2012 generated a total of
$2.5 billion in state and local tax revenues,
including both direct and indirect and induced
economic impact.
• $629 million – Direct on-Airport related activities
• $10 million – Airport Construction Activities
• $927 million – Visitor Spending
• $942 million – Airport Related Businesses
San Mateo County, where the Airport is located,
received nearly $429 million in tax revenue related
to the Airport in 2012. The Airport also generated
$57 million and $51 million in tax revenues for Santa
Clara and San Francisco counties, respectively.
SFO Total Job Contributions
SFO recognizes that availability of convenient
transportation facilities for travel to, from, and
around the Airport is an important aspect
of the passenger experience. SFO addresses
this challenge in a variety of ways, including
offering an AirTrain system that connects the
terminals to the centralized car rental facilities
and to BART, as well as an efficient on-Airport
circular roadway system.
15
Ease of Access to SFO
SFO is easily accessible to Bay Area passengers and
their companions through San Francisco Bay Area
Freeway network and the public transit facilities
listed below.
Highway 101
This freeway passes within sight of the Airport
with ramps connecting the freeway directly to SFO
terminals. Highway 101 is linked to all other major
interstate and US freeways in the Bay Area and
northern California.
Bay Area Rapid Transit (BART)
BART is the rapid transit system for San Francisco Bay
Area and provides a cost-effective and low-emission
alternative to driving for employees and airline
passengers. In the 12 month period ending in May
2014, a total of 4,490,613 passengers, approximately
10% of total annual passengers traveling through SFO,
used BART for access to or travel from SFO.
CalTrain
CalTrain is a California commuter rail line in the San
Francisco Peninsula and Santa Clara Valley. The line
starts in San Francisco and terminates in Gilroy.
Approximately 130,000 airport passengers and
employees used the CalTrain facilities via BART to
travel to SFO in the same 12 month period ending in
May 2014. This was facilitated by the convenient
connection between BART and CalTrain at BART’s
Millbrae station. Like BART, CalTrain offers affordable
travel and generates less greenhouse gas emissions
per passenger-mile as compared to traveling in
personal vehicles.
SamTrans Bus System
This bus system is operated by San Mateo County
and provides frequent service to SFO from various
points in San Mateo County, offering convenient
public transit access from the areas in the immediate
vicinity of the Airport.
AC Transit
AC Transit (Alameda-Contra Costa Transit District) is
an Oakland based public bus transit agency serving
the western portions of Alameda and Contra Costa
Counties in the East Bay portion of the San Francisco
Bay Area. AC Transit also operates “Trans Bay” routes
across San Francisco Bay to San Francisco and
selected areas in San Mateo and Santa Clara coun-
ties, including SFO.
Convenient and affordable passenger access to the Airport and the ease of navigating the
Airport, once there, are important factors in making travelers’ experience less stressful.
SFO is proud of maximizing passenger comfort in both of these arenas. In addition,
availability of easily accessible public transportation facilities is an important factor in
reducing greenhouse gas emissions associated with travel to and from the Airport.
3. Operational Efficiency
16
3 Operational Efficiency
Taxi, Limousine, Transportation Network
Companies and Shuttle Bus Service
Various companies provide taxi, limousine,
ridesharing, and shuttle bus service to SFO from all
points in the nine county San Francisco Bay Area
and other locations in Northern California.
Shuttle buses offer a form of high occupancy
vehicle and are used by local hotels for the conve-
nience of their guests.
Ease of Navigation within SFO
Passengers departing from or arriving at SFO find
the Airport terminals easy to navigate due to the
compact layout of the Airport and availability of
quick access facilities.
Efficient Layout of Terminals
SFO terminals are laid out in a compact circular
pattern with the terminals and boarding areas
numbered sequentially and alphabetically around a
circle. This layout facilitates way-finding for passen-
gers. Secured access is also provided between most
terminals thereby eliminating the need for the
time consuming security checkpoint routine for
continuing passengers by exiting one terminal
and entering a different terminal. General use
connecting corridors enable foot travel between
all SFO terminals without the need for exiting
any terminal.
SFO AirTrain System
The SFO AirTrain system operates in two separate
loops. One loop travels in an inner circle connecting
all terminals. The second parallel loop travels to the
centralized car rental facilities in addition to the
terminals. The trains arrive every three minutes in
both loops and provide easy access to all needed
destinations for the passengers.
This SFO Kids’ Spot, located in Terminal 3 Boarding Area F, is an interactive children’s exploration
area featuring weather-related exhibits from the Exploratorium of San Francisco, as well as a crawling
apparatus. This play area represents one of many passenger amenities that improve travelers’ experience
while spending time in the Airport’s terminals.
17
SFO Shuttle Bus System
SFO also operates a shuttle bus system that
provides access to areas not served by the AirTrain
and for passenger transport during any interruption
in the AirTrain service.
Centralized Car Rental Facilities
SFO has consolidated the operation of all Car Rental
services in one building that is served by the Air
Train and is easily reached from Highway 101.
Cell Phone Lot
SFO provides a conveniently located cell phone lot
for temporary use by persons picking up arriving
passengers at the Airport. In addition to its conve-
nience, the cell phone lot also reduces air pollutant
and greenhouse gas emissions from vehicles that
might otherwise be circling around the airport.
Kiss and Fly
Friends and family who are dropping off departing
passengers can avoid congestion at the terminal
curbs by using SFO’s Kiss & Fly area, located at the
Rental Car Center on North McDonnell Road.
Passengers can conveniently take the AirTrain’s Blue
Line, which operates 24 hours a day, from the Rental
Car Center and arrive at the Airport terminal in just a
few minutes. Passengers on many domestic airlines
can also check in bags and obtain a boarding pass
in the lobby of the Rental Car Center.
Adequate Parking and Automated
Payment System
SFO provides a total of 15,000 parking spaces, which
are strategically located throughout the Airport for
maximum convenience of patrons. All SFO parking
facilities accept automatic payment of parking fees,
thereby saving time for patrons and eliminating air
SFO operates a parking shuttle bus system to enhance on-Airport access and convenience for
passengers. The shuttle bus fleet operates on compressed natural gas, which is cleaner than diesel fuel
and generates less greenhouse gas per gasoline gallon equivalent.
18
3
pollutant/greenhouse gas emissions associated
with vehicles idling while waiting to pay at the
parking lot payment booths.
Passenger Amenities
To further improve travelers’ experience while navi-
gating within the Airport terminals, SFO offers a
variety of amenities, including:
• Children’s play facilities
• Water bottle refilling stations
• Organic and locally-grown foods
• Reflection rooms
• Shower facilities
• Yoga rooms
These facilities, as well as a number of other
passenger amenities offered within the terminal
complex are described in additional detail in
Section 5, Social Responsibility.
Aircraft Operational Efficiency
SFO benefits from efficient movement of landing
and departing aircraft, thereby minimizing delays
for the traveling public as well as reducing air
pollutant emissions from aircraft engines.
Flight Delay Avoidance
Use of Global Navigation Technology by airlines for
efficient landing and takeoffs aids in minimizing
flight delays at SFO.
FAA Flight Procedures
On September 30, 2013, the FAA implemented a new
FAA procedure for arriving flights at SFO. The proce-
dure, designed for airports with Closely-Spaced
Parallel Runways (CSPR) such as SFO, promises
improved utilization of the airport’s landing runways
during poor weather conditions. These improved
flight procedures will reduce delays associated with
poor weather, benefiting airlines and passengers
alike. CSPR procedures are also in place at seven
other airports around the U.S., including Newark,
Boston, and Seattle. SFO also utilizes a Departure
Management System (DMS) to minimize the aircraft
waiting time on taxiways, prior to take off.
Safety
San Francisco International Airport continues to
strive for Safety and Security excellence. These
objectives are in focus in all aspects of Airport oper-
ations and are clearly stated in our core values:
Safety and Security is Our First Priority. Key examples
of safety measures undertaken at SFO are:
• Annual emergency drills that exceed FAR
139.325 requirements
• Annual Foreign Object Debris (FOD)
removal walk
• Implementation of a Safety Management
System
• Acquisition of a dedicated Boeing 767 training
aircraft
• Upcoming acquisition of a state-of-the-art
incident command and Mass Casualty Incident
(MCI) command vehicle
• Formation of a Safety and Security “best
practices” committee that seeks industry-leading
programs, technology and systems
• Strong partnerships with federal and local
agencies
• Airport-wide safety campaign
Operational Efficiency
19
In its efforts to enhance the passenger
experience, SFO designs its terminal interior
spaces to provide ample space, light, and signage
to ease navigation within the Airport.
SFO’s landscaping team has created an
aesthetically pleasing and lush environment at the
Airport using drought-tolerant trees and bushes.
21
Sustainable Buildings and Facilities
SFO is committed to constructing sustainable build-
ings and other facilities with the goal of delivering
exceptional projects. In 2013, SFO developed
Sustainable Planning, Design, and Construction
guidelines, which received an “Airports Going Green”
Award that same year. SFO’s sustainability guidelines
go beyond the industry practices set forth by the
CalGreen Building Code and U.S. Green Building
Council’s (USGBC) LEED® (Leadership in Energy and
Environmental Design) green building program
certification requirements to incorporate additional
provisions adopted from the San Francisco Environ-
mental Code, as well as Airport-specific guidelines
developed by SFO. Current and future airport proj-
ects that will meet the expanded sustainability
requirements include the renovation of Terminals 1
and 3, as well as the construction of a new Air Traffic
Control Tower. In total, SFO has $3.2 billion in
construction projects that have achieved or are
expected to achieve LEED Gold Certification.
In 2014, SFO published a document titled Delivering
Exceptional Projects, Our Guiding Principles. Over
the past several years, SFO has developed a unique
SFO aims to minimize the impact of airport operations on the environment at the
local, regional, and global levels. To this effect, SFO endeavors to conserve resources;
to protect the quality of air, water, and habitats at and near the Airport; and to reduce
the emission of greenhouse gases from Airport-controlled operations. This section
presents a summary of SFO’s natural resource conservation efforts.
4. Natural Resource Conservation
22
4 Natural Resource Conservation
approach to design and construction projects—the
Exceptional Project Delivery paradigm. Airport
management and staff have embraced this collab-
orative approach, which emphasizes cooperation
and focuses on establishing an atmosphere of trust
and support among the Airport and its partners and
stakeholders. The subject document does not
establish a rigid set of guidelines or a set of prescrip-
tive instructions. Instead, it is intended to be infor-
mative and aspirational and aims to energize and
inspire everyone who wishes to work with SFO as
the Airport strives to achieve its goal of an Excep-
tional Project Outcome.
Reopened in 2011, the Airport’s renovated Terminal 2
received LEED Gold Certification from the USGBC
and demonstrates SFO’s commitment to efficiency,
passenger comfort, and creativity. Terminal 2
features approximately 640,000 square feet of space
that can accommodate 5.5 million passengers per
year with 14 gates, 30,793 square feet of retail
development, and a number of sustainability
features to reduce energy use, greenhouse gas
emissions, waste generation, and water use. The
Airport Business Center also received LEED Gold
Certification in 2011. Currently SFO is building a
new Air Traffic Control Tower with a footprint of
65,000 square feet on behalf of FAA, which is slated
to receive LEED Gold Certification.
In Terminal 3, the existing 100,000-square-foot
Boarding Area E was renovated and expanded to
LEED Gold Certification. The two main objectives of
this project were: 1) to enhance the functionality
of the boarding area so that it would meet both
passengers’ needs and the SFO standard of
customer care, and 2) to replace or upgrade
components and systems that were obsolete or
at the end of their useful life. This project was
completed in 2013 and received LEED Gold
Certification from the USGBC.
SFO and the Federal Aviation Administration (FAA) are building a new Air Traffic Control Tower that will provide the airport
with the latest in technology and design. Standing 221 feet tall, the new tower (right) features an attractive flared design clad in
curved metal paneling and incorporates many sustainability features that are expected to result in LEED Gold Certification.
Construction of the new control tower and base building began in summer 2012 (left).
23
Climate Change
SFO has developed a comprehensive greenhouse
gas (GHG) emissions reduction program to meet the
City and County of San Francisco’s goal of reducing
GHG emissions by 25% and 40% below 1990 emis-
sion levels by 2017 and 2025, respectively. SFO is on
the path to meet the 40% reduction goal early,
having already reduced its GHG emissions to 32%
below 1990 emission level of 49,780 metric tons in
FY 2013. SFO’s GHG emissions reduction program
includes initiatives to enhance the Airport’s energy
and fuel use efficiency, increase solid waste recy-
cling, as well as increasing the generation of renew-
able energy and the use of clean fuels. SFO has also
planted more than 2,000 ornamental trees of various
species along the frontage road and the main access
road to the Airport. In addition to providing
aesthetic enjoyment, these trees sequester about
120 tons of carbon dioxide per year and generate
other air quality enhancement benefits.
In addition to decreasing its directly controlled
emissions, SFO has implemented a number of GHG
emission mitigation measures that reduced the
emissions of SFO enterprises by 68,000 metric tons
in FY 2013, which is equivalent to taking 14,316
passenger vehicles off the road for one year 1. These
measures included providing preconditioned air and
400 Hz power to aircraft parked at over 90% of the
gates and conducting a three year pilot subsidy
program to encourage the procurement and rental
of fuel-efficient vehicles by Rental Car companies at
SFO.
SFO is also participating in regional planning efforts
to assess the regional impact of global warming and
develop appropriate measures to protect the vital
facilities and resources in the San Francisco Bay Area.
1 Based on a weighted average combined fuel economy of cars and light trucks of 21.4 miles per gallon and an average vehicle miles traveled of 11,318 miles per year (Highway Statistics 2011. Office of Highway Policy Information, Federal Highway Administration. Table VM-1). Calculated using the EPA’s GHG Equivalencies Calculator. http://www.epa.gov/cleanenergy/energy-resources/calculator.html
SFO has already met
the City’s 2017 goal of
reducing GHG emissions
by 25% below the 1990
baseline emissions.
Having reduced the
emissions to 32% below
1990 levels in FY 2013,
SFO is on track to
meet the City’s goal of
reducing emissions by
40% from 1990 baseline
levels by 2025.
Greenhouse Gas Emissions Reductions from 1990 Levels
24
4
Energy Conservation and Renewable Energy
Since 2007, SFO has implemented over 49
electric energy efficiency projects. Combined with
planned projects, the measures will achieve
10,938 megawatt-hours (MWh) of electricity savings
per year. As a result, by FY 2013 the Airport reduced
its electricity consumption by 2.3% compared
to FY 2008 electricity use while annual passenger
traffic increased by about 15% and a 640,000-square-
foot Terminal was reactivated within the same period.
Energy efficiency projects implemented to date
include lighting improvements, Central Plant boiler
replacement projects, and SFO Information Tech-
nology energy saving measures.
The graphs above show historical electricity and natural gas consumption at SFO, and associated GHG
emissions. Because SFO receives electricity from SFPUC’s Hetch Hetchy hydroelectric power facilities,
currently no GHG emissions are associated with SFO’s electricity consumption. As a result, to further
reduce GHG emissions from Airport controlled facilities, SFO is targeting measures that reduce natural
gas consumption while also implementing electric energy use reduction measures.
Historical Electricity Consumption and Associated GHG Emissions
Historical Natural Gas Consumption and Associated GHG Emissions
Natural Resource Conservation
25
Air Quality Enhancement
SFO has continued to implement a comprehensive
air quality enhancement program to minimize air
quality impacts from aircraft and associated ground
service equipment (GSE), fleet vehicles and shuttle
buses at the Airport, and from fuel and energy use
at Airport facilities. Elements of SFO’s air quality
improvement program include:
• Completing a three-year pilot incentive program
for passengers and rental car companies to
increase the availability and use of fuel efficient
rental cars
• Converting SFO’s fleet vehicles and shuttle buses
to clean fuels, such as compressed natural gas
(CNG) and biofuel, and by acquiring hybrid/
electric vehicles
• Incentivizing the use of natural gas or hybrid
engines in commercial ground transportation
vehicles including all shared-ride vans, off-
Airport parking shuttles, hotel courtesy shuttles,
and taxis
• Encouraging employees and passengers to use
alternative transportation by providing efficient
public transportation access to the Airport and
offering employees incentives to use public transit
• Implementing Flycycle and SFO Car Share
program during work hours
• Encouraging aircraft single-engine taxiing,
electrifying GSE, and providing airside alternative
fuelled service vehicles
• Reducing air pollutant emissions resulting from
airside operations by providing 400 Hz ground
power and preconditioned air to aircraft at the
gates
• Construction of AirTrain and the link to Bay Area
Rapid Transit system to reduce vehicular travel
on Bay Area Freeways and SFO controlled roads
by passengers and SFO employees
Use of BART to travel
to and from the Airport
reduces air emissions
from vehicle travel and
improves overall air
quality in the airport
vicinity.
26
4
SFO announced in 2014 the latest enhancement to
its Clean Vehicle infrastructure, outlining plans to
install four high-speed electric vehicle (EV) chargers
at the Airport’s Cell Phone Lot. The installation of the
480-volt “fast-chargers,” which can fully charge most
EVs in about 30 minutes, was made possible by a
grant from the California Energy Commission (CEC)
to the Bay Area Air Quality Management District
(BAAQMD), which will supply the units to SFO.
Noise Abatement Program
Through its noise insulation program, SFO became
the first major airport in California to eliminate all
incompatible land uses within the State’s Commu-
nity Noise Equivalent Level (CNEL) 65 decibel (dB)
noise contour line and to operate without a
variance. Incompatible land uses include residences,
schools, hospitals, convalescent homes, and places
of worship, which could be adversely affected
by excessive noise, as defined in Title 21 of the
California Code of Regulations.
In 2011, SFO released a powerful, new user-
controlled online flight tracking tool, which provides
the public with live flight information for aircraft
flying in the SFO air space. Users can utilize this tool
to identify the location, altitude, operator (airline),
flight number, and departing/arriving airport (SFO,
San Jose, or Oakland). Please visit http://www.
flyquietsfo.com/ for further information. One
benefit of this system is to enable concerned
citizens to better understand the specific source of
aircraft noise impacts.
SFO’s online flight tracking tool allows interested parties to identify and follow aircraft within the
Airport’s airspace. Offered as a tool to help residents and businesses in the neighboring communities to
identify sources of excessive noise, the numerous features of the 3D tool can also be enjoyed by the public
at large.
Natural Resource Conservation
27
Water Conservation
SFO’s rigorous water conservation program has
resulted in a reduction in total Airport water use by
16 percent since FY 2006. In FY 2013, total water use
The Airport’s use
of potable water has
steadily declined
since 2007. In FY
2013, water use per
passenger reached a
new low of 9.2 gallons
per passenger, down
from 14.7 gallons per
passenger in 2006.
A water filling station
for street sweeping
vehicles at SFO’s
wastewater treatment
plant. In 2014, SFO
launched an innovative
program to use recycled
water from its Mel
Leong Wastewater
Treatment Plant for
street sweeping and
dust control operations.
Water Use at SFO
at SFO, when expressed on a per passenger basis,
reached a new low of 9.2 gallons per passenger,
down from 14.7 gallons per passenger in FY 2006.
This steady decline in overall water use could be
attributed to a number of implemented water
conservation measures, such as:
• High-tech and low-flow sensor-operated fixtures
in SFO’s restrooms, which significantly lower
water use in all bathroom fixtures
• Use of native plants and drought-tolerant
landscaping, also known as xeriscaping, to keep
irrigation demands to a minimum
• The Airport’s Mel Leong Treatment Plant (MLTP)
provides recycled water for irrigation and
industrial use at the plant. In 2014, SFO launched
a new initiative to also use MLTP recycled water
for street sweeping and dust control
• Reduction in airport vehicle washing
• Replacing aging and leaking water pipes
28
4
Wetlands and Habitat Conservation
SFO has implemented a habitat improvement
program on 150 acres of SFO property for garter
snakes and red-legged frogs, two federally-listed
endangered and threatened species (respectively),
under the supervision of the California Fish and
Wildlife Department. As mitigation for the Airport’s
Master Plan construction projects, SFO has
improved 558 acres of wetlands and tidal marshes
(including the creation of 84 acres of new wetland)
throughout the Bay Area, committing more than
$20 million to this effort. Over the past ten years,
SFO has also developed approximately 50 acres of
landscaping around the Airport. In total, the Airport
has planted 2,020 trees of more than 15 different
species, which sequester an estimated 120 metric
tons of carbon dioxide per year.
Over the past 10 years, SFO has planted over 2,000 trees of more than 15 species around the Airport,
resulting in annual sequestration of approximately 120 metric tons of carbon dioxide.
Natural Resource Conservation
29
Solid Waste Recycling
In addition to reducing the tonnage of waste sent
to landfills, recycling of solid waste provides finan-
cial benefits to SFO by eliminating the disposal fees
of about $140 per ton and generating revenues,
depending on the type of recycled materials. Recy-
cling also reduces the demand for virgin materials,
thereby reducing global greenhouse gas emissions.
In 2013 SFO generated about 10,586 tons of solid
waste. SFO carries out one of the largest recycling
and composting programs in San Mateo County
and continues to demonstrate exemplary
performance in recycling and waste minimization.
Notably, the Airport has increased the solid waste
recycling rate from 51% in 2002 to an impressive
80% by mid-2014, well ahead of a 2015 target date.
SFO’s recycling operations include composting
about 35% of Airport waste. SFO continues to
recycle almost all of the construction and demoli-
tion waste generated at the Airport, with a consis-
tent recycling rate of over 90%. In FY 2013 solid
waste recycling contributed to greenhouse gas
emission reduction at SFO of 3,060 metric tons.
SFO increased the solid waste recycling from 51% in 2002 to nearly 80% in 2014, ahead of its 2015
target date for achieving that rate.
South San Francisco
Scavenger Company
hauls and processes
SFO’s source separated
and compostable
materials and carries
out additional sorting
and recycling at their
local facility.
Historical Recycling Rate
SFO has dedicated two yoga rooms in Terminals
2 and 3. Both yoga rooms are available 24
hours per day for use by the traveling public and
Airport employees. SFO was the first airport in
the world to provide public space for practicing
yoga, an indication of SFO’s commitment to
human well-being.
31
Social responsibility is one of the core values of SFO and is integral to meeting
SFO’s mission to “provide an exceptional airport in service to our communities.” The
Commission recognizes that SFO is obligated to meet the social needs of Airport
employees, the traveling public, and residents of neighboring communities. As a
Department of the City and County of San Francisco, SFO abides by all City Ordinances
as well as state and federal laws and regulations relating to non-discrimination and
equal opportunity in employment and contracting and all other regulated social
aspects. However, SFO endeavors to go beyond regulatory requirements in fulfilling
its social responsibilities. This section describes the scope of these efforts.
5. Social Responsibility
“Our employees make SFO a great place to work – everyone’s creativity, dedication, and
commitment to quality work and teamwork exemplifies our core values. Each employee is a valued
contributor and we strive to create and support programs that drive inclusiveness and wellbeing.”
- Julian Potter, Chief Administration and Policy Officer
32
5
Employees
Workforce Profile
The San Francisco Airport Commission workforce is
comprised of 1,571 employees, of which 64% are
male and 36% are female. Over 75% of employees
reside locally in San Francisco and San Mateo coun-
ties. SFO is committed to diversity in the workforce,
and views diversity as an integral part of its success.
Employee Benefit
SFO views employees as its greatest asset and
provides a comprehensive compensation package
to all permanent, full-time employees including:
• Health Benefits
• Retirement Benefits
• Leaves (Vacation, Legal Holidays, Sick Pay, and
Family Leave)
• Commuter Benefits Programs
• Tuition Reimbursement/ Employee
Development Fund
• Free Commission Employee Parking
• Other benefits (Credit Unions, vendor discounts)
SFO encourages Airport employees to commute on
BART by making it a more cost effective transporta-
tion option. Starting in July 2013, the BART Airport
Surcharge of $4.05 each way was eliminated for all
Airport and tenant employees. Also, starting in
November 2014, all Airport employees who commit
to using public transit to commute to work and
forgo the use of Airport parking facilities will receive
a pretax transit subsidy of up to $130 per month,
depending on the employee’s commuting
expenses. Each qualified employee would also be
entitled to free parking at the Airport for up to four
days per month.
Fair Employment
One hundred percent of SFO’s workforce is
represented by local labor unions under collective
bargaining agreements. All City and County of
San Francisco employees are compensated
according to the Civil Service Classification System.
These programs ensure fair employment policies.
SFO is committed
to diversity in the
workforce, as reflected
by the ethnic profile of
Commission employees.
Commission Employee Diversity
Social Responsibility
33
Progressive Employee Disciplinary Action
It is SFO’s policy to develop and foster effective
communication between supervisors and their
employees regarding employee performance and
conduct. In the event that employee disciplinary
action is necessary, the manager or supervisor uses
a progressive approach by notifying the employee
of the problem and working with him/her to estab-
lish a problem resolution plan. Managers and super-
visors are required to review the facts, documenta-
tion, and proposed disciplinary action with the
Human Resources Director before implementation
of any such action.
Equal Employment Opportunity
SFO is committed to equal employment
opportunity. It is the policy of SFO to ensure:
• Equal opportunity to all employees and
applicants
• Selection and promotion of employees on the
basis of merit and without discrimination
• Providing reasonable accommodations for
qualified employees and applicants that require
such accommodations
Non-Discrimination PolicyThe Airport ensures non-discrimination on the
basis of race, color, national origin, or gender in
the award and administration of non-federal and
federal contracts and concession leases. SFO is
compliant with all local ordinances and federal
non-discrimination regulations, and ensures the
participation of small disadvantaged businesses
in SFO contracts. SFO also actively collaborates
with local community and business groups on
Airport development programs impacting the
community.
SFO encourages Airport employees to commute on
BART by making it a more cost effective transporta-
tion option. Starting in July 2013, the BART Airport
Surcharge of $4.05 each way was eliminated for all
Airport and tenant employees. Also, starting in
November 2014, all Airport employees who commit
to using public transit to commute to work and
forgo the use of Airport parking facilities will receive
a pretax transit subsidy of up to $130 per month,
depending on the employee’s commuting
expenses. Each qualified employee would also be
entitled to free parking at the Airport for up to four
days per month.
Fair Employment
One hundred percent of SFO’s workforce is
represented by local labor unions under collective
bargaining agreements. All City and County of
San Francisco employees are compensated
according to the Civil Service Classification System.
These programs ensure fair employment policies.
SFO encourages the
use of public transit by
subsidizing BART
fare for Airport and
tenant employees.
Training
Ongoing learning and professional development
are critical to enhancing the excellence of SFO staff
in supporting the mission of the Airport. Every
quarter, SFO publishes a training catalog with
various offerings including computer training, career
management and leadership, new employee orien-
tation, safety, health, and wellness training and
34
5
exposures to hazards and conditions that could lead
to injury, illness or accidents. SFO has developed
Injury and Illness Prevention Programs (IIPPs) to help
maintain safe and healthful workplaces, and to fully
comply with federal and state laws and regulations.
Safety training is provided to employees on an
ongoing basis. Examples of safety topics that are
covered include Ergonomics, Workers Compensa-
tion, Occupational Health, Driving Safety, Safety and
Hazardous Materials. Employees are also provided
with fitted personal protective equipment (PPEs),
safety shoes, and glasses. SFO also has a dedicated
Safety and Health Department.
Health and Wellness
SFO is committed to creating a healthy environ-
ment for its employees. A Wellness Advisory Council
was formed to expand innovative wellness
programs and to increase participation levels
among employees. Many employees take advan-
tage of SFO’s wellness program because services are
conveniently offered. The wellness program focuses
on improving the physical, spiritual, emotional, and
financial health of all employees.
Social Responsibility
SFO operates two
separate yoga rooms,
open 24 hours per
day, for travelers and
employees to use (left).
SFO’s Flycycle bicycle
share program provides
bicycles for short trips
around the Airport
(right).
workplace skills. Most recently, SFO piloted a bilin-
gual language training program to help employees
communicate more effectively in a job-relevant
second language. Employees are strongly encour-
aged to explore these opportunities and discuss
them with their supervisors. In addition, SFO has
established a SFO Learning Center - a learning
management system (LMS) to track employee
learning, view the SFO Training Catalog, and access
online training options.
Safety
The safety and well-being of SFO’s employees is
very important to the Airport, and to guard it, SFO
endeavors to identify and eliminate employee
35
Physical Fitness
Shape Up San Francisco Challenge. In 2013,
805 employees, friends, and family members
formed teams to walk a collective distance of 1,016
miles over the 10-week challenge period – a
distance equivalent to the length of the California
Coast. Over 80% of all participants reached their
personal goal in the Shape Up San Francisco
Challenge.
Stair Challenge. SFO organizes an annual “Stair
Challenge” for employees to run up and down
parking garage staircases as a fun fitness challenge.
Zumba Classes. Zumba classes are offered during
lunch hour and after work twice a week.
Lose Your Excess Baggage Challenge. In 2010,
SFO launched its First Fitness challenge, where
employees participated in short circuit training
including sit ups, Zumba, wall pushups, planks,
squats, and hula hoop.
SFO Flycycle. SFO launched a new bicycle share
program; employees can ride bikes to meetings or
for running work related errands in designated
areas of the Airport.
Weight Watchers SFO launched a pilot program
that provides a 100% subsidy for participation in this
program. Thirty participants lost a combined total of
178 lbs. in five weeks.
Flu Shots Each year, the Airport provides
employees with free flu shots.
Spiritual and Emotional Support Program
Yoga Classes. Yoga classes are taught by employee
volunteers during the lunch hour five days a week.
SFO organizes a
variety of employee
fitness programs.
36
5
Workshops and Events. SFO sponsors various
workshops and events such as “Balancing Work and
Family Workshop,” “Ten Signs of Alzheimer’s,”
“Maintain, Don’t Gain,” “Maintain weight during
holidays” and quarterly blood drives.
Annual Health and Wellness Fair. SFO hosts an
Annual Health and Wellness Fair to provide
information to employees on many health and
wellbeing topics and programs.
Financial Planning
Lunch and Learn
Partnering with vendors, SFO provides employees
with Lunch and Learn seminars on various topics
ranging from Financial Planning to Retirement.
Employee Assistance Program
The Airport provides an Employee Assistance
Program (EAP), which is a voluntary, confidential, no
cost counseling and information program for
Commission employees, their family members, and
their significant others.
Employee Appreciation
The Airport hosts two employee appreciation
events, the Appreciation Lunch and Holiday Break-
fast, throughout the year to recognize employees
for their hard work and dedication to the Airport.
The events take place in the evening for night-shift
employees and at the lunch hour for day-time
employees to ensure that everyone gets a chance
to participate.
Annual Work Climate Survey
On a bi-annual basis, the Airport Commission
conducts a work climate survey. All Airport
employees, regardless of classification, are invited to
complete this work climate survey. The survey
assesses employee work areas related to leadership,
work environment, employee relations, compensa-
tion and benefits, and training and promotion. The
objective of administrating this survey is to ensure
compliance with the Airport’s Vision, Mission, and
Core Values.
The survey includes the Airport Commission senior
and management staff who are asked for their opin-
ions about their activities in the areas of pay and
benefits, communication with their staff, work envi-
ronment, and social and philanthropic activities. All
employees are asked to complete a paper or elec-
tronic survey consisting of questions related to:
Work Environment, Compensation and Benefits,
Promotion, Recognition, and Communication
within the work sections.
The results of the survey are tabulated and analyzed
to assess points of strength and weakness in the
overall management of Airport employees.
Corrective measures are also devised and imple-
mented to address any observed employee
management deficiencies.
Employee Participation in
SFO Strategic Planning Process
SFO values the contribution of its employees in
developing better solutions to work tasks and devel-
opment projects, enhancing services to passengers
and the community, and making SFO the best place
to work. In 2011, the very first Reaching for Number 1
Committees got together to develop a 5-year stra-
tegic plan for SFO and to literally change the culture
of the workplace – to make it more inclusive, more
open to change, more ready for the future, and to
empower workers and reach down into different
levels of the organization for great ideas and great
initiatives among employees.
That successful framework was used to establish a
committee structure that has been in place since
2011. Currently, SFO has 14 committees and
10 subcommittees focusing on key objectives in
the development and implementation of the
5-year strategic plan.
Social Responsibility
37
SFO Strategic Planning Committees
Airport Business Continuity. The goal of this
committee is to develop a comprehensive Business
Continuity Plan to deal with any type of disruption
in Airport operations. The plan will focus on
restoring safe operations and recovering essential
functions, processes, and resources after any
hypothetical disruption.
Airport of the Future. This committee will conduct
research and coordinate efforts with Airport
stakeholders and use other relevant resources to
identify new and innovative ideas for enhancing
guest experience, employing advanced technology
and design concepts, and promoting productive
revenue generating ideas. The committee will also
establish an interactive and continuously updated
platform to inform all departments of the new ideas
and initiatives developed by the committee. This
committee includes six subcommittees addressing
the following specific issues: concessions, guest
services, parking facilities, passenger security
screening, rental car center, terminal design &
construction.
Customs & Border Protection Processing.
This committee is tasked to focus on a superior
customer experience by reviewing conditions and
recommending actions/solutions that would create
an industry-leading, customer-friendly experience in
the Federal Inspection Services, balancing
convenience with safety and security.
Great Place to Work. The purpose of this
committee is to assess and recommended ideas
and concepts that would help make SFO one of the
best places to work in the Bay Area. The career
development subcommittee under this committee
will ensure the tools are available for employees to
SFO has formed
14 committees focusing
on implementation of key
objectives of the 5 year
Strategic Plan (2011-2016).
Safety & Security “Best Practices”
Super Bowl 2016
Sustainability
Team SFO
Water Conservation
Wellness
Airport Business Continuity
Airport for the Future
Customs & Border Protection
Great Place To Work
Guest Technology Experience
Motivation Volunteer Participation MVP
Performance Management
REACH
SFO Strategic Planning Committees
38
5
succeed and create opportunities for themselves to
advance at SFO.
• Guest Technology Experience - Emerging
Passenger Technology. The Guest Technology
Committee will scan the horizon, looking for
new technologies from outside the airport
industry for ideas that could impact SFO and our
guests’ experience. Scanning the horizon will
include both primary research (talking directly
with outside tech companies and experts) and
secondary research (reading and reporting on
articles and news broadcasts).
• Motivating Volunteer Participation (MVP).
The objective of this committee is to establish an
effective Community Involvement Program for
Airport employees that would provide
opportunities for them to identify and meet
specific needs of local communities.
• Performance Management. This committee is
tasked with defining Key Performance Indicators
(KPIs) for gauging progress in the achievement
of Airport’s eight Strategic Goals and creating a
scorecard for measuring progress in achieving
these goals.
• REACH. This committee will ensure the
consistent implementation of the principles of
REACH (Revenue Enhancement and Customer
Hospitality) for all capital projects. This
committee will review projects in design and
throughout construction to ensure an
exceptional passenger experience during all
project phases. Oversight shall include review of
project adjacencies for a seamless experience.
• Safety & Security “Best Practices.” This
committee will canvass and prioritize industry
“best practices” for Safety and Security that will
advance the Airport’s Core Value – Safety and
Security is Our First Priority.
SFO’s very own
Toastmasters Club
“Plane Talk” supports
public speaking and
leadership skills through
regular practice and
feedback.
Social Responsibility
39
• Super Bowl 2016. This committee will prepare
SFO for Super Bowl 50, collaborating with the
San Francisco Bay Area Super Bowl Host
Committee and our regional partners to meet
our shared goal of a safe and successful event.
• Sustainability. The committee will develop
policies and programs to ensure that SFO is the
most sustainable Airport in the country. Three
subcommittees will deal with achieving the
goals of: zero waste, energy efficiency, and social
responsibility in the overall Airport operations.
• Team SFO. This committee will plan and
conduct two festive events to promote
employee interaction, pride, teamwork, and
recognition for a job well done.
• Water Conservation. This committee will
respond to Governor Brown’s Drought
Declaration and Mayor Lee’s Executive Order
14-01 by developing measures to reduce water
consumption at the Airport.
• Wellness. The Airport Commission promotes an
environment that supports a total wellness
opportunity consisting of four primary
components; physical, emotional, spiritual, and
financial. The Wellness Committee is committed
to educating and encouraging employees to
take charge of their daily lives and to set healthy
lifestyle goals. The Airport seeks to assist
employees on their journey to wellness by
program choices and experiences that will result
in improved health and well-being.
Other Employee Activities
Employees at SFO have come together to form
various clubs, making SFO a fun, social environment.
• Plane Talk, SFO’s Toastmasters Club.
An employee self-training program sponsored
by the Airport Commission. Plane Talk is part of
District 4 of the International Toastmasters Club,
a non-profit organization that helps its members
develop public speaking and leadership skills
through regular practice and feedback.
• SFO’s Badminton Club. A group of colleagues
meeting twice a week to play badminton.
• SFO Shutterbugs, SFO’s Photography Club.
A group of photography enthusiasts who meet
monthly to explore the Airport through the
camera’s lens.
• SFO Salad Club. A group of colleagues who
participate in growing organic fruits and
vegetables in a garden outside the Architecture
and Engineering Building. Harvested food items
are used as ingredients in the club’s salads.
40
5
provides easy access to the most frequently-accessed
information and real-time flight tracking.
SFO uses various forms of social media- such as Face-
book, Twitter, YouTube, and Pinterest to communi-
cate with its passengers. SFO also engages its passen-
gers by offering contests and sweepstakes on social
media platforms.
In 2014, SFO developed a prototype version of a
smartphone application to help visually-impaired
passengers to navigate through an airport
terminal. The app works in conjunction with approxi-
mately 500 beacons located throughout the terminal
to audibly call out various points of interest, including
gate boarding areas, restaurants, and even power
outlets. The prototype version will undergo additional
testing and refinement before being released for
general use.
SFO’s Passenger Services
SFO is committed to becoming the top airport in
customer satisfaction and in providing passengers
with a better quality of time spent at the airport.
Exceptional Customer Service
Customer Service and Satisfaction Surveys
SFO conducts surveys on an ongoing basis to
measure and benchmark customer satisfaction.
Using two separate methodologies, a total of approx-
imately 9,000 guests are interviewed each year. SFO
participates in the industry standard Airport Service
Quality (ASQ) survey program, administered by
Airports Council International using a standard global
methodology. Since 2012, SFO has performed well
against airports with similar operating and demo-
graphic characteristics and has achieved measurable
performance improvements in key performance
areas during this period. Similarly, SFO’s in-house
survey project reflects strong customer satisfaction
and provides SFO with detailed demographic infor-
mation about customer travel preferences.
Customer Service Training
SFO facilitates focused, motivational service training
targeting all Airport service employees, in addition to
Airport Commission staff. Introductory and advanced
classes are offered and include participants from all
work groups at the Airport. Specialized courses, for
large, single tenant groups offer specific guidance
and instruction for unique work environments.
Tenant Recognition Program
SFO was the first airport in the nation to create a
tenant recognition program. The program is
designed to monitor and improve customer service
by recognizing employees that go out of their way
to help travelers and stores that consistently provide
great customer service. Evaluators, acting as
“mystery shoppers,” periodically visit SFO establish-
ments and pose a variety of requests and questions
to employees to analyze their job-related perfor-
mance, as well as their knowledge about the Airport
and its services. The selected winners received a
cash award and a recognition certificate at a public
awards ceremony.
Social Responsibility
SFO recently launched
the first dedicated
Chinesse language
airport website,
also accessible from
mobile devices.
41
Communication
SFO recognizes that web-based communication with
passengers is very important and the platforms that
passengers use to go online have changed signifi-
cantly. Currently, mobile users account for about 44%
of all visits to flysfo.com. In 2013, SFO redesigned the
flysfo.com web site and incorporated a technology
called “responsive design” that allows content and
images to scale automatically to best suit the size and
shape of the screen on which it is being viewed,
whether a desktop, laptop, tablet, or phone. Passen-
gers can easily access information relevant to their
travels, such as flight status, parking options, dining,
amenities, and ground transportation. Selected
website content is also available in eight different
languages to better serve foreign passengers.
Recently, SFO launched www.flySFO.cn, the first dedi-
cated Chinese-language airport website in the U.S.
featuring content in simplified Chinese. The site
provides easy access to the most frequently-accessed
information and real-time flight tracking.
SFO uses various forms of social media- such as Face-
book, Twitter, YouTube, and Pinterest to communi-
cate with its passengers. SFO also engages its passen-
gers by offering contests and sweepstakes on social
media platforms.
In 2014, SFO developed a prototype version of a
smartphone application to help visually-impaired
passengers to navigate through an airport
terminal. The app works in conjunction with approxi-
mately 500 beacons located throughout the terminal
to audibly call out various points of interest, including
gate boarding areas, restaurants, and even power
outlets. The prototype version will undergo additional
testing and refinement before being released for
general use.
“Social media provides an important way for customers to share their travel experiences,”
Airport Director John L. Martin.
The San Francisco International Airport was
honored for “Best Single Social Media Promotion by
a U.S. Airport” by Travel + Leisure Magazine in their
annual Social Media in Travel + Tourism (SMITTY)
awards program.
Passenger Experience
SFO provides a number of services and amenities to
the passengers to help make their experience at the
Airport pleasant and memorable as described below:
Travelers Information Volunteers
SFO’s vibrant volunteer program has been offering
customers personal, friendly assistance in the Airport
terminals since 1955. More than 220 volunteers staff
seven desks throughout the terminal complex and
Customs facility every day. Volunteers, trained as
Airport and local experts, answer a wide variety of
questions and offer suggestions about transit and
sightseeing and welcome visitors to the City.
SFO has organized a variety
of award-winning social
media campaigns, including
#SFOHalloween, which
invited participants to share
images of Halloween costumes
on Twitter and Pinterest.
42
5
Free Wi-Fi
SFO has offered free Wi-Fi to the public since 2010.
In 2013, SFO completed a comprehensive upgrade
to its free Wi-Fi network to provide additional
network capacity and to add more wireless access
points. SFO’s free Wi-Fi service currently features:
• Ad-free connectivity
• Faster speeds compared to the previous
network system
• Longer connect sessions compared to the
previous network system; up to two (2) hours
• Seamless movement between terminals with
improved coverage and no requirement to
reconnect
• Improved support with in-house system
administration and support number on the
splash page
You Are Hear
SFO also enhances the passenger experience by
hosting special events like the summer and winter
concert series, during which local musicians are
invited to perform at the Airport. Music provides a
diversion from SFO’s passengers’ regular travel
routines, offering them an opportunity to slow down,
relax, and enjoy their SFO experience. The program
also helps SFO share a bit more of the wonderful Bay
Area culture and talents with its customers.
REACH Program
Following the success of recent airport projects
such as the Terminal 2 renovation in 2011, SFO
wanted to document design qualities which have
enhanced the passenger experience. This has devel-
oped into a program called R.E.A.C.H., which stands
for Revenue Enhancement and Customer Hospi-
tality. The Principles of R.E.A.C.H. 2013 is designed to
serve as an aspirational guide for SFO’s long-term
passenger experience levels facilitating growth,
improvement strategies, operational innovations,
Local blues musicians
perform for passengers
at SFO. “You are
Hear” is one of SFO’s
many special events
to make the Airport
a more comfortable,
relaxing, and enjoyable
environment.
Social Responsibility
43
and efficiency. It is a document that has been
created in an effort to enhance the customer
experience, drive revenue generation, and bring a
cohesive character to the entire airport campus.
The document serves as a roadmap for architects,
designers, tenants, and SFO employees who work in
and with the Airport.
Green Concessions
SFO has implemented Sustainable Food Guidelines
for its vendors, which call for a 16-point policy that
requires vendors to follow guidelines on such
features as food portion sizes, organic ingredients,
local produce sources, and more. The policy was
enacted as part of SFO’s sustainability policy and in
response to consumer demand. All concessions at
Terminal 2 adhere to the Sustainable Food Guide-
lines and these concessions earn an average of 25%
more business than those at other terminals.
Children’s Play Facilities
SFO provides different entertaining and educational
play facilities across the airport for travelling children.
Hydration Stations
SFO has installed hydration stations in all terminals
to allow passengers to refill their water bottles after
passing through security.
Hydration stations
are located across SFO’s
terminal complex to
encourage passengers to
reuse their own water
bottles.
Organic and Locally Grown Foods
Food vendors at SFO terminals provide a variety of
healthy foods including organic and locally grown
foods to suit every palate.
Reflection Room
A quiet reflection room is provided in the Interna-
tional Terminal allowing for restful contemplation
away from the hustle and bustle of terminal activities.
Shower Facilities
SFO concessionaires provide shower and grooming
facilities services for the convenience of SFO
passengers.
Yoga Rooms
SFO operates two Yoga Rooms: one in Terminal 2
(the world’s first dedicated Yoga Room at an Airport)
and the other in the newly renovated Boarding
Area E of Terminal 3.
Art Program
SFO has distinguished itself from other airports by
providing a rich and exceptional arts experience.
The SFO Museum is the only accredited museum
housed in an airport in the United States. The
museum displays an impressive range of articles at
the Aviation Library and Museum or in galleries
throughout of the terminal. Art is also incorporated
throughout SFO, not only in traditional museum
exhibits, but in children’s play areas as well. The Kids’
Spot in Terminal 3 and both play areas in Terminal 2
were created by local institutions and artists.
On every major construction project, 2% of the
construction budget is dedicated to including
works of art in the building.
In 2013 alone, the SFO Museum featured over 45 exhi-
bitions within the terminal complex, covering a wide
range of topics for all interests (see pages 44-45).
46
5 5. Social Responsibility
Wag Brigade
The new partnership between SFO and the animal
advocates at San Francisco Society for the Preven-
tion of Cruelty to Animals (SPCA) bring specially
trained therapy dogs to the airport for passenger
stress relief. The dogs, who are led through the
airport by handlers, are easily identifiable thanks to
vests that read “Pet Me!” The dog handlers, who also
wear identifying vests, are also trained to help visi-
tors with general inquiries about the airport.
Pet Relief Areas
SFO provides designated pet relief areas for the
convenience of passengers traveling with pets in
three locations outside the terminals on the arrivals/
baggage claim level:
• Terminal 1, Courtyard 1
• Terminal 2, Courtyard 3
• Terminal 3, Courtyard 4
Tenant Engagement
Tenant Guidelines
SFO, along with its partners and tenants, strives to
provide the highest quality passenger experience.
The goal is to recapture the joy of travel by providing
opportunities for memorable customer experiences
that combine user comfort, art, clear wayfinding, and
delight—all with a hospitality-inspired aesthetic and
attitude. SFO has developed Tenant Design Guide-
lines to ensure the design of concession tenant’s
spaces support these goals.
Green Business Certification
SFO encourages tenants to participate in San Mateo
County’s Green Business Program. To be certified
“green,” businesses must be in compliance with
all state and local regulations and meet program
standards for conserving resources, preventing
pollution, and minimizing waste. Businesses that
successfully receive certification from San Mateo
County Department of Environmental Health
receive a 25% discount for their refuse collection
fees from SFO. Since 2007, 20 tenants have partici-
pated in the program.
Pet Me!
SFO launched a new program,
titled “Wag Brigade,” to bring
trained dogs to the terminals
to make passenger travel more
enjoyable. Carefully selected for their
temperament and airport suitability,
the dogs wear vests that read “Pet
Me!” identifying dogs of all sizes
and breeds by name.
47
Community Relations
SFO works closely with its partners to ensure that
the Airport is an economic driver for businesses, a
job generator for residents and a good neighbor in
the community.
Community Noise Roundtable
SFO first established the Airport/Community
Roundtable in 1981 as a voluntary committee to
address community noise impacts from aircraft
operations at SFO. The Community Roundtable
currently consists of elected representatives from 23
municipalities near SFO and meets bi-monthly to
discuss airport noise abatement activities, and is the
motivating force behind multiple programs. All
meetings are open to the public and offer an
opportunity for non-members to participate.
Volunteering
Partnership with Belle Air Elementary School
• Career Day. Annually, the Airport hosts Career
Day for 5th and 6th grade students of Belle Air
Elementary School. The event includes a
fun-filled day of guided tours and activities
hosted by various Airport work sections
including many of the crafts, Engineering, Safety,
Health & Wellness, Airport Museum, and SF
Police and Fire Departments (Airport Bureaus).
• Garden Project. In 2009, Airport staff turned a
heavily weeded patch of ground into a garden
for the students. The area, now known as the
Belle Air Garden, lies on Airport property but is
utilized by the school. The Garden consists of
eight large planter boxes, a shed stocked with
tools and supplies, and a student seating area.
Every month, dedicated SFO volunteers assist
Belle-Air students carry out pre-planned garden
activities designed to support the students’
curriculum.
Heart of the City Charitable Campaign
The “Heart of the City” Campaign provides a conve-
nient opportunity for City and County of San Fran-
cisco employees to learn about and support partici-
pating organizations. In 2013, SFO raised more than
$159,000 in charitable contributions—the second
highest amount among all City of San Francisco
departments, with 66% participation across the
organization. SFO Employees donated funds to
approximately 450 different charities.
Wag Brigade
The new partnership between SFO and the animal
advocates at San Francisco Society for the Preven-
tion of Cruelty to Animals (SPCA) bring specially
trained therapy dogs to the airport for passenger
stress relief. The dogs, who are led through the
airport by handlers, are easily identifiable thanks to
vests that read “Pet Me!” The dog handlers, who also
wear identifying vests, are also trained to help visi-
tors with general inquiries about the airport.
Pet Relief Areas
SFO provides designated pet relief areas for the
convenience of passengers traveling with pets in
three locations outside the terminals on the arrivals/
baggage claim level:
• Terminal 1, Courtyard 1
• Terminal 2, Courtyard 3
• Terminal 3, Courtyard 4
The SFO Kids’ Spot is an
interactive children’s exploration
area in the newly renovated
Boarding Area E in Terminal 3,
featuring “Spirogyrate” by artist
Eric Staller.
48
5
Employment and Community Partnerships
The Airport established the Office of Employment
and Community Partnerships (ECP) in 1997 to
connect San Francisco residents, and in particular
the welfare-to-work population, with Airport
employers. ECP provides workforce development
services in a variety of ways, including direct services
by ECP staff, intern programs, and work order
funding to other City Departments. ECP also works
with community-based organizations (CBOs), and
state and county employment and human services
agencies. Additional ECP workforce development
activities include:
• Community outreach
• Operating the Employment Information Center
(EIC)
• Maintenance of the Airport’s “Jobs” page on
its web site
The Airport works with over 80 community-based
organizations in varying capacities to connect city
residents to Airport jobs. SFO also participates in
community outreach activities by sponsoring and
Students at a local
middle school received
a tour of the Aircraft
Rescue and Fire
Fighting (ARFF)
equipment as part of
an SFO-sponsored
Career Day.
Social Responsibility
participating in job fairs, conducting hiring fairs,
and presenting at educational institutions and
community events.
A Strong Local Hiring Requirement
SFO has implemented a local hiring requirement,
setting a 35% combined goal for San Francisco and
San Mateo county residents, to further integrate the
Airport with the community.
Internships
SFO’s internship programs were formalized in 1997
with the creation of the Office of Employment and
Community Partnerships. In 1997 the Airport
managed one internship program for high school
students and hosted 14 interns during the summer.
The next year, in 1998, a second program was added
and SFO hosted 17 interns. More than 15 years later,
in Fiscal Year 2013/2014, SFO hosted 120 interns
through 14 unique internship programs that operate
year-round.
In the past decade the number of interns at SFO has
increased overall by 107%, from 58 interns in Fiscal
Year 2004-2005 to 120 during Fiscal Year 2013-2014.
In the last three years alone the number of interns
hired at SFO has increased by 28%.
Small Business Outreach Efforts
SFO established a small business outreach program
in 1982. Since then, the Airport has successfully
implemented strategies to remove barriers to small
business participation in all contracts. SFO has estab-
lished an annual 30% goal for small business partici-
pation in all phases of contracting and concession
leasing. For the past three years, SFO has awarded
over 40% of contract dollars to Local Business Enter-
prises (LBEs) and Disadvantaged Business Enterprises
(DBEs). LBEs account for over 50% of the concession
leases (such as retail stores, restaurants, and customer
services) at the Airport, generating over $70 million in
annual gross revenues.
49
One recent collaboration between SFO and the Belle Air elementary school involved creating a large mural around a school
entryway, which depicts a garden, local animal species, and the school mascot. Completed in late 2014, the project involved SFO
volunteers who worked with teachers, parents, and students to design and paint the mural. The project was finished with each
student adding a handprint.
participating in job fairs, conducting hiring fairs,
and presenting at educational institutions and
community events.
A Strong Local Hiring Requirement
SFO has implemented a local hiring requirement,
setting a 35% combined goal for San Francisco and
San Mateo county residents, to further integrate the
Airport with the community.
Internships
SFO’s internship programs were formalized in 1997
with the creation of the Office of Employment and
Community Partnerships. In 1997 the Airport
managed one internship program for high school
students and hosted 14 interns during the summer.
The next year, in 1998, a second program was added
and SFO hosted 17 interns. More than 15 years later,
in Fiscal Year 2013/2014, SFO hosted 120 interns
through 14 unique internship programs that operate
year-round.
In the past decade the number of interns at SFO has
increased overall by 107%, from 58 interns in Fiscal
Year 2004-2005 to 120 during Fiscal Year 2013-2014.
In the last three years alone the number of interns
hired at SFO has increased by 28%.
Small Business Outreach Efforts
SFO established a small business outreach program
in 1982. Since then, the Airport has successfully
implemented strategies to remove barriers to small
business participation in all contracts. SFO has estab-
lished an annual 30% goal for small business partici-
pation in all phases of contracting and concession
leasing. For the past three years, SFO has awarded
over 40% of contract dollars to Local Business Enter-
prises (LBEs) and Disadvantaged Business Enterprises
(DBEs). LBEs account for over 50% of the concession
leases (such as retail stores, restaurants, and customer
services) at the Airport, generating over $70 million in
annual gross revenues.
50
5
In 2013, SFO was recognized by the Federal Aviation
Administration (FAA) as the winner of the 2013
Disadvantaged Business Enterprise (DBE) Advocate
and Partner Award. The award, issued by the Office
of Civil Rights, recognizes SFO for its innovative
strategies to promote and increase small disadvan-
taged business participation in construction, profes-
sional services, and concession leases.
SFO has implemented various outreach strategies to
increase local and small business participation in
Airport contracting. These strategies include:
• Public informational outreach meetings discussing
topics such as, “How to Do Business with SFO” and
“Future Contracting Opportunities at SFO”
• Network sessions for small businesses to meet
potential prime bidders/proposers to enhance
their opportunities for inclusion in bids/proposals
• Inclusion of a “small business element” in
federally funded contracts by setting small
business participation goals on large contracts
• A small business set-aside program for
concession leases designated for small and local,
disadvantaged businesses
• Airport pop-up concessions designed to attract
local businesses for shorter lease terms as
“turnkey” spaces
Collaboration with Local, State, and Federal
Agencies and Local Business Groups
SFO continually collaborates with several local
business groups, state and federal governmental
agencies, and policy guidance organizations
shown below:
Policy Guidance Organizations• Airport Minority Advisory Council (AMAC)
• Airport Council International (ACI)
• California Unified Certification Program (CUCP)
• Compliance Agencies and Airports (Caltrans, MTA, LAX, OAK, Fresno, SJC, SAN, etc.)
San Francisco (S.F.) & San Mateo Business Groups • Ethnic Chambers of Commerce
• Business Assistance Centers
• S.F. Contract Monitoring Division (CMD)
• S.F. Surety Bond & Financing Assistance Program
Federal and State Governmental Agencies• Federal Aviation Administration (FAA)
• U.S. Small Business Administration (SBA)
• Federal Highway Administration (FHWA)
• Transportation Security Administration (TSA)
Social Responsibility
SFO has increased
local and small business
participation at the
Airport via pop-up
concessions, which
also provide travelers
and employees with
additional food options.
51
• Airport pop-up concessions designed to attract
local businesses for shorter lease terms as
“turnkey” spaces
Collaboration with Local, State, and Federal
Agencies and Local Business Groups
SFO continually collaborates with several local
business groups, state and federal governmental
agencies, and policy guidance organizations
shown below:
Policy Guidance Organizations• Airport Minority Advisory Council (AMAC)
• Airport Council International (ACI)
• California Unified Certification Program (CUCP)
• Compliance Agencies and Airports (Caltrans, MTA, LAX, OAK, Fresno, SJC, SAN, etc.)
San Francisco (S.F.) & San Mateo Business Groups • Ethnic Chambers of Commerce
• Business Assistance Centers
• S.F. Contract Monitoring Division (CMD)
• S.F. Surety Bond & Financing Assistance Program
Federal and State Governmental Agencies• Federal Aviation Administration (FAA)
• U.S. Small Business Administration (SBA)
• Federal Highway Administration (FHWA)
• Transportation Security Administration (TSA)
Today, 19 DBEs, such as Marina’s Café, are
successfully operating concessions at SFO.
52
Over the years SFO has received a number of
awards reflecting excellence in service, superior
facilities, and diligence in environmental achieve-
ments. A sampling of these awards from the past
few years is shown below.
2014
• First Place - Creative Innovations – Technology
for “The SFO Flight Deck” in T3, Boarding Area E
— Airports Council International–North America
(ACI-NA)
• First Place - Websites (Traditional) for the
re-launched flysfo.com — Airports Council
International–North America (ACI-NA)
• Peggy G. Hereford Award of Excellence in
Marketing and Communications — Airports
Council International–North America (ACI-NA)
• Best in Class, flysfo Website — Interactive Media
AwardsTM
• 3rd Place - Best Airport Worldwide (40 million to
50 million passengers) — SkyTrax
• Best Airport — Outside Magazine
• Gold Winner of 2014 Travel Weekly Magellan
Awards for flysfo.com
• W3 Gold Winner from the Academy of
Interactive and Visual Arts for flysfo.com
• Environmental Achievement Award for West of
Bayshore Garter Snake Recovery Plan – Airports
Council International–North America (ACI-NA)
2013
• Best in Class, Museum Website — Interactive
Media Awards
• Richard A. Griesbach Award of Excellence for
Overall Concession Program — Airports Council
International–North America (ACI-NA)
• Recognized for Sustainable Planning, Design and
Construction Guidelines — Chicago Department
of Aviation
• Best Airports for Health & Wellness — FlipKey
• Excellence in Business for Economic
Development — San Francisco Chamber of
Commerce
• Disadvantaged Business Enterprise (DBE)
Advocate and Partner — Federal Aviation
Administration (FAA)
• Airport With the Most Unique Services, Single
Terminal Division — Airport Revenue News
(ARN)
• Airport With the Best Overall Concession
Program, Single Terminal Division — Airport
Revenue News (ARN)
• Airport With the Best Concessions Management
Team — Airport Revenue News (ARN)
• Environmental Achievement Award — Airports
Council International-North America (ACI-NA)
• Best Single Social Media Promotion by a U.S.
Airport — Travel + Leisure Social Media in Travel
+ Tourism (SMITTY)
• Airport With the Best Overall Concession
Program — Airport Revenue News
2012
• Terminal with the Best Concession Management
Team (Terminal 2), Single Terminal Division —
Airport Revenue News
• Terminal with the Best Customer Service
(Terminal 2), Single Terminal Division — Airport
Revenue News
Awards
53
• Terminal with the Best Program Design (Terminal
2), Single Terminal Division — Airport Revenue
News
• Airport with Best Overall Concessions Program,
Large Airports — Airport Revenue News
• Airport with Most Unique Services, Large
Airports — Airport Revenue News
• Airport with Best Concession Program Design,
Large Airports — Airport Revenue News
• SFO’s Terminal 2 Named “Best Infrastructure”
— San Francisco Business Times
• 4th Place - Best Terminal in the World
(Terminal 2) — Skytrax
• 3rd Place - Best Airport in North America —
Skytrax
• 2nd Place - Best Regional (U.S.) Airport — Skytrax
• Best Airport Staff in North America — Skytrax
• Best Single Social Media Promo —
Travel + Leisure Social Media in Travel + Tourism
Awards (SMITTYs)
• Silver Award: Airport - Overall - Social Media —
Travel Weekly 2012 Magellan Awards
• Best Airport in the Americas — Frequent
Business Traveler Globe Runner Awards
• Gold Award: Airport - Overall -
Eco-Friendly “Green” Airport — Travel Weekly
2012 Magellan Awards
• Recognized for Employee Wellness Program —
2012 Airports Going Green Award
2011
• Leading Edge Editors’ Picks for Terminal 2 —
Executive Travel Magazine
• Healthiest Place to Work for large companies
(500-1,999 employees) in the greater Bay Area
— San Francisco & Silicon Valley/San Jose
Business Times
• Airports Council International North America
Excellence in Airport Marketing &
Communications Contest, 3rd Place, Social
Media Campaigns
• Public Managerial Excellence Award to Cheryl
Nashir, SFO Associate Deputy Airport Director for
Revenue Development and Management
— Municipal Fiscal Advisory Council
• Best Overall Concession Program, Large Airport
(three-way tie) — Airport Revenue News
• Best Concessions Design, Large Airport (tie)
— Airport Revenue News
• Best Airport in North America —
Business Traveller Germany
2010
• Airport Safety Award — Federal Aviation
Administration
• Best Overall Concessions Program, Large Airport
— Airport Revenue News
• Second, Best Airports 2010 — eDreams
• Fit Business Award (bronze) — California Task
Force on Youth and Workplace Wellness
Over the years SFO has received a number of
awards reflecting excellence in service, superior
facilities, and diligence in environmental achieve-
ments. A sampling of these awards from the past
few years is shown below.
2014
• First Place - Creative Innovations – Technology
for “The SFO Flight Deck” in T3, Boarding Area E
— Airports Council International–North America
(ACI-NA)
• First Place - Websites (Traditional) for the
re-launched flysfo.com — Airports Council
International–North America (ACI-NA)
• Peggy G. Hereford Award of Excellence in
Marketing and Communications — Airports
Council International–North America (ACI-NA)
• Best in Class, flysfo Website — Interactive Media
AwardsTM
• 3rd Place - Best Airport Worldwide (40 million to
50 million passengers) — SkyTrax
• Best Airport — Outside Magazine
• Gold Winner of 2014 Travel Weekly Magellan
Awards for flysfo.com
• W3 Gold Winner from the Academy of
Interactive and Visual Arts for flysfo.com
• Environmental Achievement Award for West of
Bayshore Garter Snake Recovery Plan – Airports
Council International–North America (ACI-NA)
2013
• Best in Class, Museum Website — Interactive
Media Awards
• Richard A. Griesbach Award of Excellence for
Overall Concession Program — Airports Council
International–North America (ACI-NA)
Awards
55
Appendix: SFO by the Numbers
Chapter 1: SFO Profile
Passenger Activity
Fiscal Year Pax Total
2000 41,041,0122001 34,632,5122002 31,456,3062003 29,313,3602004 32,744,2062005 33,394,2062006 33,574,8122007 35,790,7122008 37,402,4122009 37,453,6122010 39,391,2122011 39,853,3122012 42,962,4122013 44,675,3122014 46,124,721
2014 US Airports Ranking by Operations
Rank Airport FY2014 Operations
1 ORD Chicago, IL (ORD) 879,1422 ATL Atlanta, GA (ATL) 876,2683 DFW Dallas, TX (DFW) 673,8304 LAX Los Angeles, CA (LAX) 633,3675 DEN Denver, CO (DEN) 578,9506 CLT Charlotte, NC (CLT) 546,8747 LAS Las Vegas, NV (LAS) 522,7148 IAH Houston, TX (IAH) 503,9029 SFO San Francisco, CA (SFO) 431,870
10 PHX Phoenix, AZ (PHX) 430,47111 JFK New York, NY (JFK) 425,62012 PHL Philadelphia, PA (PHL) 420,21713 MSP Minneapolis, MN (MSP) 417,89214 EWR Newark, NJ (EWR) 403,71215 MIA Miami, FL (MIA) 400,82216 DTW Detroit, MI (DTW) 399,89617 LGA New York, NY (LGA) 370,37518 BOS Boston, MA (BOS) 368,52619 SEA Seattle/Tacoma, WA (SEA) 332,46320 SLC Salt Lake City, UT (SLC) 325,115
56
A Appendix: SFO by the Numbers
Chapter 2: Economic Viability
FY 2014 Operating Revenue by Type
Type RevenueAviation $445,100,000Non-Airline $350,000,000Non-Operational $42,400,000Total $837,500,000
FY 2014 Operating Expenses
Type Expense
Debt Service $359,780,000Personnel $188,930,000Non-Personnel Services $91,790,000Public Safety $65,620,000Light, Heat & Power $40,860,000Annual Service Payment $37,990,000Services of Other Departments $18,030,000Materials & Supplies $14,680,000Other Transfers $13,800,000Overhead $1,760,000Equipment $1,600,000Total $834,840,000
Airport Employment Sector Employment Payroll Income Business Revenue
Passenger Airlines 14,520 $983,163,0000 $3,227,422,000
Ground Transportation Services 6,043 $313,904,000 $698,702,000
Airport Retail & Concessions 3,987 $117,785,000 $309,146,000
FBOs & General Aviation & Aviation Services 2,104 $114,387,000 $306,150,000
City of San Francisco Airport Commission 1,528 $116,533,000 $131,040,000
Security Firms 1,362 $64,846,000 $90,261,000
Federal Government 1,191 $146,224,000 $174,095,000
Capital Construction Projects* 949 $70,881,000 $160,596,000
Freight Airlines & Couriers 875 $69,007,000 $222,470,000
State/ Local Government 571 $61,253,000 $68,878,000
Other & Miscellaneous Jobs** 451 $33,806,000 $72,911,000
Total Airport-Based 33,581 $2,091,789,000 $5,461,671,000
* Includes direct construction and engineering, construction management, architectural, and other construction related jobs.
** This includes jobs such as maintenance, managements, and parking personnel.
Job Type Employment Payroll Income Business Revenue
Direct Jobs 33,581 $2,091,790,000 $5,461,671,000
Indirect Jobs 10,831 $728,109,000 $1,845,354,000
Induced Jobs 15,586 $1,026,605,000 $2,552,116,000
Total Job Impact 59,998 $3,846,504,000 $9,859,141,000
Direct Employment, Personal Income, and Business Revenues at SFO
Employment Contribution of SFO to the Bay Area
57
Chapter 4: Natural Resource Conservation
Greenhouse Gas Emission Reduction from 1990 Levels
Fiscal Year Percent
2010 21%2011 23%2012 33%2013 32%
Historical Electricity Consumption and Associated GHG Emissions
Fiscal Year Electricity Consumption, MWh
GHG Emission, metric tons
1990 265,242 8,845
2010 322,927 2,9962011 326,652 2,4482012 330,930 02013 329,327 0
Historical Natural Gas Consumption and Associated GHG Emissions
Fiscal Year Natural Gas Consumption, Therms
GHG Emission, metric tons
1990 2,205,830 11,735
2010 3,330,560 17,7192011 3,795,870 20,1942012 3,640,410 19,3672013 3,759,110 20,005
Water Use at SFO
Fiscal Year Annual Water Use, millions of gallons
Water Use per Passenger, gallons/passenger
2006 502.6 14.7
2007 507.4 13.72008 475.8 13.02009 458.9 12.02010 473.0 11.92011 448.0 10.42012 430.8 9.62013 423.1 9.2
Historical Recycling Rate
Fiscal Year Recycling Rate
2002 51%
2003 51%2004 51%2005 52%2006 54%2007 58%2008 62%2009 70%2010 69%2011 75%2012 78%2013 78%2014 80%
58
A Appendix: SFO by the Numbers
Chapter 5: Social Responsibility
Commission Employee Diversity
Annual Contract Awards to Local and Small Business Enterprises (L/SBEs) FY 2013 and FY 2014
Employee Ethnicity PercentAmerican Indian or Alaskan Native 1%Black 8%Filipino 14%Hispanic 14%White 29%Asian or Pacific Islander 35%
Total Airport Contracts FY2013 FY2014Dollar Amounts Awarded to All Primes $84M $164MDollar Amounts Awarded to Local/Small Primes $18M $18MDollar Amount to All Subs $21M $74MDollar Amounts Awarded to Local/Small Subs $8M $12M
Professional Services Contracts FY2013 FY2014Contract Dollar Amounts $28M $17MSub Dollar Amounts $8M $4MDollar Amounts to Local/Small Subs $3M $2.8M
Construction Contracts FY2013 FY2014Contract Dollar Amounts $22M $23M Dollar Amounts Awarded to Local Primes $17M $18MSub Dollar Amounts $12M $15M Dollar Amounts to Local/Small Subs $5M $8M
Concession Leases FY2013 FY2014Total Number of Lease Awards 7 3Lease Awards to Local/Small Businesses 3 1
Summary (Including Subconcessionaires)
No. of Concessions
% of Total
All Concessions 77 100%Local (S.F.) Participants 17 22%Total MBE/WBE Participants 30 40%
SFO Food/ Beverage & Retail Concession Program Summary of Local and MBE/WBE Concession Operations
NOTES: Local Concessionaires - Headquarters located in San Francisco MBE - Minority-owned firms WBE - Woman-owned firms
Contact Information:Houshang EsmailiEnvironmental Policy DirectorSan Francisco International AirportP.O. Box 8097San Francisco, CA 94128650.821.3632email: [email protected]