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: houshang.esmaili@flysfo.com