Writting a proposal report

San Francisco International Airport 2016 Customer Survey * Code List and Field Guide RESPNUM Respondent Number (Automatically generated upon data entry) CCGID CCG ID Number (Generated upon drop-off) RUNID The Run ID# (see schedule) showing when/where survey was administered/distributed. INTDATE Date of interview EGYPTAIR Was surveying done before or on or after May 19, 2016

1 Before May 19 2 On or after May 19

DAY Day of the Week of the interview 1 Sunday 2 Monday 3 Tuesday 4 Wednesday 5 Thursday 6 Friday 7 Saturday GATE GATE (Gate Number) BAREA Boarding Area (based on Gate/confirmed by schedule) as follows: A Gates 1-12 B Gates 20-39 C Gates 40-48 D Gates 50-59 E Gates 60-69 F Gates 70-90 G Gates 91-102 STRATA Strata 1 AM (Flights departing before 11 am) 2 MID (Flights departing 11 am to 5 pm) 3 PM (Flights departing after 5 pm) PEAK 1 Domestic peak – domestic flights departing 8 am to 1 pm 2 Domestic offpeak – domestic flights departing before 8 am or after 1 pm 3 International flights

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

METHOD Method of collecting 1 At gate 2 Mail-in 3 On-line SAQ 1 Interviewer Administered - Specify Interviewer Initials 2 Self Administered - "X" in box AIRLINE Actual airline and destination DESTINATION FLIGHT The flight number of the respondent AIRLINE CODE (those with an asterisk * are considered major airlines)

1 Aer Lingus 2 Aero Mexico 3 Air Canada* 4 Air China 5 Air New Zealand 6 Air Berlin 7 Alaska Airlines* 8 American* 9 Ana All Nippon 10 Asiana 11 Avianca 12 British Airways 13 China Eastern 14 China Southern 15 Delta* 16 Emirates

17 Eva Air 18 Frontier 19 Hawaiian 20 JetBlue* 21 Korean Air 22 Lufthansa 23 Philippine Air 24 Singapore Airlines 25 Southwest* 26 Sun Country 27 Turkish Airlines 28 United* 29 United International* 30 Virgin America* 31 WestJet

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

DEST CODE Destination of flight. In most cases, this is the city name only. Where more than one common airport exists in a city (e.g. Chicago), the airport is specified (CHICAGO-O’HARE).

1 Atlanta 2 Auckland 3 Bakersfield 4 Baltimore 5 Beijing 6 Boise 7 Boston 8 Burbank 9 Calgary 10 Cancun 11 Charlotte 12 Chengdu 13 Chicago-O'Hare 14 Cincinnati 15 Dallas-Ft. Worth 16 Denver 17 Detroit 18 Dubai 19 Dublin 20 Dusseldorf 21 Frankfurt 22 Ft. Lauderdale 23 Guadalajara 24 Guangzhou 25 Hong Kong 26 Honolulu 27 Houston-Bush 28 Istanbul 29 Kahului 30 Las Vegas 31 Lihue 32 London-Heathrow 33 Long Beach 34 Los Angeles 35 Manila 36 Medford

37 Mexico City 38 Miami 39 Minneapolis 40 Montreal 41 Munich 42 Nashville 43 New York-JFK 44 Newark 45 Ontario (CA) 46 Palm Springs 47 Paris-De Gaulle 48 Philadelphia 49 Phoenix 50 Pittsburgh 51 Portland 52 Puerto Vallarta 53 Sacramento 54 Salt Lake City 55 San Diego 56 San Salvador 57 Santa Ana 58 Santa Ana 59 Santa Barbara 60 Seattle 61 Seoul-Incheon 62 Shanghai 63 St. Louis 64 Taipei 65 Tokyo-Haneda 66 Tokyo-Narita 67 Toronto 68 Vancouver 69 Washington-Dulles 70 Wuhan 71 Xi’an

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

DESTGEO Assigned code providing area of the world for which flight is destined (See map below for US Regions) 1 United States – West (AK, HI, western and most of mountain time zone) 2 United States – East (Most of eastern time zone) 3 United States – Midwest (MI, IN, OH, WV, and Central time zone) 4 Other North America (Canada and Mexico) 5 Central/South America 6 Europe 7 Middle East 8 Asia 9 Australia/New Zealand 10 Pre-security (NA) DESTMARK Market size of the destination airport. (Based on airport’s average daily number of passengers) 1 Small – Fewer than 20,000 passengers/day (on average) 2 Medium – More than 20,000 passengers/day but fewer than 70,000 passengers/day 3 Large – More than 70,000 passengers/day but fewer than 100,000 passengers/day 4 Hub – 100,000 passengers/day or more ARRTIME The time the respondent arrived at the airport ; if none entered, “N” DEPTIME The originally scheduled departure time of the surveyed flight HOWLONG [calculated] Length of time from respondent arrival to flight departure (entered as total number of minutes, e.g. 2 hours = 120)

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Q2PURP1 - What is the main purpose of your trip today? Q2PURP3 1 Business/Work/Job Interview 2 Pleasure/Vacation/Recreation 3 Visit friends or relatives 4 School/school event 5 Conference/convention 6 Wedding/funeral/graduation/reunion 7 Other (specify) 10 Escorting others (children/elderly)/personal errands/medical

purpose 11 Military 12 Volunteer/Political/Religious 13 Moving/immigration/traveling between homes 0 Blank/non-response Q3GETTO1- How did you get to the airport today? Q3GETTO3 1 Drove and parked 2 Dropped off 3 Connecting from another flight 4 Taxi 5 Uber, Lyft or similar service 6 BART 7 Door-to-door van service 8 Free hotel shuttle 9 Rental car center-AirTrain 10 Other (specify) 11 not used 12 Limo/town car 13 Sonoma/Marin/Napa Airporter/similar airport bus 14 Company rented bus/cruise ship bus/other group arrangements 15 SamTrans bus/or 'bus' (carrier unspecified) 16 Caltrain 17 VTA 18 Carshare (ZipCar, etc.) 0 Blank/Non-response Q3PARK Did you park in the... 1 Domestic (hourly) garage 2 International garage 3 SFO long term parking 4 Off-airport parking 0 Blank/Multiple responses

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

While at SFO today, did you? Q4BAGS Check baggage Q4STORE Purchase anything from an airport store Q4FOOD Make a restaurant purchase Q4WIFI Use free Wi-Fi 1 Yes 2 No 3 Don't Know 0 Blank/Multiple responses Q5TIMESFLOWN How many times flown out of SFO in the past 12 months? 1 1 time 2 2 times 3 3-6 times 4 7-12 times 5 13-24 times 6 More than 24 times 0 Blank/Multiple responses Q5FIRSTTIME Is this your first time flying out of SFO ever? 1 No 2 Yes 0 Blank/Multiple response Q6LONGUSE How long have you been using SFO? (act) [average used to obtain mean]

1 Less than 1 year [0.5] 2 1-5 years [3] 3 6-10 years [8] 4 10+ years [15]

0 Blank/Multiple responses

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Rating SFO Q7ART Artwork and exhibitions Q7FOOD Restaurants Q7STORE Retail shops and concessions Q7SIGN Signs and directions inside SFO Q7WALKWAYS Escalators/Elevators/Moving walkways Q7SCREENS Information on screens/monitors Q7INFODOWN Information booths (lower level - near baggage claim) Q7INFOUP Information booths (upper level - departure area) Q7WIFI Accessing and using free WiFi at SFO Q7ROADS Signs and directions on SFO airport roadways Q7PARK Airport parking facilities Q7AIRTRAIN AirTrain Q7LTPARKING Long term parking lot shuttle (bus ride) Q7RENTAL Airport Rental Car Center Q7ALL SFO Airport as a whole 5 Outstanding 4 3 2 1 Unacceptable 6 Have never used or visited / Not applicable 0 Blank

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Q8COM1-Q8COM5 General 1 Improve sound system/announcements tough to hear 2 More multi-lingual personnel 3 Need (more) smoking area (s)/ indoor smoking areas 4 Decorate with brighter colors/airport looks too drab/too grey/dated/tired 5 Replace/clean carpeting/put in carpeting which is not as plush (too hard to roll luggage) 6 Keep making upgrades to terminals/recent upgrades look great/upgrades influence my flight plans 7 Add places for people to sleep/resting areas/places for people to stretch out 8 More water stations/water fountains/water stations after Security 9 Arrange it so don't have to walk as far/install a shuttle system/more moving walkways 10 Reduce crowding/boarding area or terminal is too crowded 11 Build more runways 12 Reduce weather-related flight delays 13 Make boarding areas less of a hassle/less frantic 14 Add more direct flights/more direct flights from my home base 15 More services for disabled (WC, scooter, etc.)/Make sure flights are handicap-accessible 16 Make those assisting handicapped passengers better trained/more helpful 17 Make walkways wider 18 Decrease noise level/have quiet areas in the airport 19 Elevators need cleaning 20 Add/upgrade seating/waiting areas/tables 21 Add artwork/more artwork 22 Airport should be more brightly lit 23 Need more airport staff walking around to assist/provide information/answer questions 24 Add a mailbox/stamp purchase 25 Need pet area post-security 26 Reduce plastic packaging for food and purchases/more compostable packaging 27 Need more people around/working in the AM/cannot find staff during early hours 28 Spa/gym/massage needed 29 Play area for children needed 30 Would like to see more greenery/plants/open space 31 Too expensive for luggage cart/should not have to pay 32 Flying out of/into SFO less due to delays/being bumped too many times/prefer not to use SFO 33 Construction causing too many problems/flight delays/missed flights 34 Need entertainment (movies, music. TV, etc.) 35 Temperature too cold/too hot 36 Improve escalators (Escalator not working, dirty, etc.) 37 Observation area to watch aircraft

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

TSA/Security/Immigration 101 Keep more consistent hours for Pre-Check/not open early or late 102 TSA/Security staff rude 103 Going through security takes too long/add more checkpoints 104 Add immigration staff/line too long 105 Establish a separate line for CLEAR/Pre-Check at all terminals 106 Keep improving airport for everyone – not just those who pay for CLEAR/ other programs 107 TSA staff at SFO do not know how to deal with handicaps/other airports do 108 Security procedures/lines were unclear/confusing/need staff there to assist/answer

questions 109 TSA should open early/earlier/3 AM for early flyers 110 Security should provide footies/plastic socks when shoes are removed 111 TSA/Security here does not seem to follow the protocols they do at other airports 112 TSA ineffective/Have gone through SFO security with knife/tweezers/other banned items with no repercussions 113 TSA should be disbanded 114 There was no Nexus line 115 Estimates posted online/at airport of expected security check duration Food/Drink 202 Need more places to eat/drink/more variety in types of restaurants 203 Need cheaper food options/existing food options too expensive 204 Need more fast food restaurants 205 Need more 'healthy' food/salad bar/vegan or vegetarian/low-fat or low-carb 206 Need higher quality food 207 Need more local/”Only in San Francisco” food options 208 Add Starbucks/Peet's/Jamba Juice/other coffee/juice chain 209 Add a sports bar/regular bar 210 Improve restaurants (general) 211 Add more 24-hour/early/late dining options 212 Add more dining options pre-security 213 Add ice cream/dessert places 214 Cleaner restaurants 215 More restaurants/coffee shops after security Signage (within airport/general)/Information 301 Improve signage (general) 302 Make signs/monitors with larger typeface/easier to read 303 Signs are confusing/contradict each other/use different names (e.g. 93 vs. G93) 304 Move flight information signs so they are easier to read/see 305 Put bigger lettering on flight information signs 306 Add more flight information signs 307 Sort flight information signage by time departing, not alphabetically by destination 308 Flight information signs not accurate/changes are not updated 309 Improve signage to gates/boarding areas

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

310 Move flight information signs so they are lower and easier to read 311 Could not find airline/flight/gate/boarding area 312 Provide info on which airlines at which terminals on AirTrain 313 Improve signage to ground transportation 314 Improve signage to bathrooms 315 Make signs more visible/light them up so they are easier to see 316 Need better signage/more staff to help direct first-time flyers where to go/what to do 317 Got wrong information at Info booth/improve information booth assistance 318 Too confusing between '1' and "I" for terminals (e.g. International vs. Terminal 1) 319 Signs/Announcements should be in multiple languages, not just English 320 Need maps/more maps in more places 321 Should be able to get to another terminal without going through security again 322 Should be able to see departure times/gates behind check-in desk 323 I missed a flight due to lack of information on wayfinding/lack of clear signage/uncertain where to go 324 Could not find restaurant/shop/duty free due to poor signage 325 Add clocks 326 Improve directions to baggage claim 327 Confused by domestic airlines location in International Terminal Airlines/Flights 401 Tell airlines to be on time more often 402 Tell airlines to communicate better about delays/changes 403 Need more airline customer service staff 404 Airline customer service staff were rude/not helpful 405 Baggage claim too slow/difficult to find/too far away from flights 406 Check-in staff not there/not enough staff at check-in during early morning hours 407 Allow more time for connecting flights/cut transfer to next flight too close 408 Allow online baggage check 409 Need a live person as you get off plane to help with connecting flights/provide directions 410 Get rid of self-check-in kiosks Website/WiFi/Other Technology 501 WiFi drops too often/too slow 502 Allow more time on WiFi 503 Could not load website/other technical trouble with website 504 Make WiFi easier to access/drop time limit 505 Add plugs/electrical outlets/places to charge devices 506 Add USB charging stations 507 General – 'improve WiFi' 508 Was unaware of free WiFi/free high-speed Internet Parking/Roads/BART/Getting to or from SFO 601 Add a cell phone lot 602 Put long-term parking closer

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

603 Add more buses from long-term parking 604 BART should run more often/run 24 hours/better options for early/late flights 605 Improve signage to long-term and short-term parking – currently confusing 606 Add distance to parking (long-term and short-term) on signage approaching airport (e.g. 300 feet) 607 Improve signage to get to BART/improve signage on where check-in/terminals after exiting BART 608 Improve signage getting to/within the rental car area 609 Rental car area is too difficult to access/too far 610 Show airlines and terminals on highway signs as you approach airport 611 Reduce traffic congestion leading up to airport 612 Allow a person to drop someone off then go into a parking garage without circling 613 Rental car area is drab/dark/projects a bad first impression 614 Improve directions to AirTrain/clarity of stops AirTrain makes 615 Extend AirTrain to long-term parking 616 Parking is too expensive 617 Directions to SFO should begin in downtown San Francisco (as they do in other cities) 618 Rental car center rude/disorganized 619 Caltrain stop at SFO 620 Need more transit options to SFO 621 Make it easier to pick up/drop off passengers Shops/Concessions 701 Everything is too expensive 702 Add greater variety to items for sale 703 Better shops (general) 704 Need more shops 705 Shops should be open earlier/later to accommodate early/late flights 706 Shop personnel were not helpful/on cell phones/rude 707 Need a drugstore/pharmacy 708 More unique/”only in San Francisco”/locally made items 709 No tax in duty free store Restrooms 801 Add hooks to doors – should not have to put items on floor 802 More bathrooms 803 Bathrooms are dirty/should be cleaner 804 Showers 805 Enlarge restrooms/Stalls should accommodate suitcases/nursing mothers

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Positive Comments 990 Airport is clean/cleaner than others 991 Airport is comfortable/more comfortable than others 992 Make all terminals like this one! 993 Make this terminal better like T2, etc. 994 Airport staff are kind/courteous/helpful 999 Good experience/keep up the good work/other positive comment 0 Blank/No Response Cleanliness of SFO Q9BOARDING Boarding areas Q9AIRTRAIN Airtrain Q9RENTAL Airport Rental Car Center Q9FOOD Airport restaurants Q9RESTROOM Restrooms Q9ALL Overall cleanliness 5 Clean 4 3 Average 2 1 Dirty 6 Have never used or visited/ Not applicable 0 Blank Q9COM1-Q9COM3 Comments about cleanliness General 1 Airport is clean/cleaner than other airports/very clean considering high traffic 2 Airport is dirty/not as clean as other airports 3 Chairs/sitting areas need cleaning 4 Parking area not clean 5 Cleaning crew does a great job/clearly take pride in their work 6 AirTrain seating was dirty/stained 7 Carpeting/carpet at security looks dirty and needs to be cleaned/replaced 8 Airport appears dark, drab, which gives it a dirty appearance/dirty and run down 9 Counters/car rental center is dirty 10 Airplane was dirty 11 Clean BART 12 Escalators dirty 13 Need more trashcans

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Restrooms 101 Restrooms are not clean/need to be cleaned more often 102 Restrooms do not have enough supplies/have broken equipment 103 Toilets splash water on you when flushed 104 Restrooms need to be monitored/passengers' bad behavior creates messes 105 Water on floor in restroom 106 Restroom had bad odor/smelled like it had not been cleaned 107 Add changing rooms 108 Allow automatic faucets to run for longer period – cannot wash them in one cycle 109 Restrooms outdated/need remodeling 110 Restrooms very clean Restaurants 201 Litter/mess/empty bottles and cups/coffee or food station a mess 202 Tables were not bussed/had to clear my own table to eat 203 Stains on walls/seating in restaurant/food court area 0 Blank/No Response Q10SAFE How safe do you feel at SFO? 5 Extremely safe 4 3 Neutral 2 1 Not safe at all 6 Don't know (DK) 0 Blank Q10COM1-Q10COM3 Why do you say that? 1 There are a lot of security/officers/airport staff who are walking

around/alert/effective 2 Security procedures/equipment/cameras are visible/effective 3 There are a lot of people around (pos)/crowded/too many for security (neg)

4 Airport is open/brightly lit/well-maintained/calm/clean/good environment 5 Just feel safe/don’t see anything to worry about/don’t think about safety

6 Never had a problem/has never been an incident at SFO 7 SFO is safer compared to other airports/cities

8 Never feel completely safe/feel uneasy in any airport/Must remain vigilant 9 Needs to be more security officers/don’t see any 10 Security officers are not alert/ineffective/unprofessional/too passive 11 Needs to be more cameras/better lighting 12 General positive comment 13 Security procedures take too long/excessive/too confusing 14 If you look a certain way you’re searched/discrimination

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

16 If someone wants to harm people, they’ll find a way to do it/danger is everywhere/never 100% safe anywhere 17 Security messages/systems/procedures/presence ineffective/unclear/’overkill’

19 Missing key security component – emergency exits, what to do in a fire, certain areas (Airtrain, parking lots), times of day (late at night), etc.

20 No different than any other airport/any other airport in the US 21 Security is thorough/strict/I saw them check everybody/go through bags/they checked my name/they asked everyone questions/dogs sniffed bags/asked questions/searched baggage/checked everyone 22 Not as dangerous as being in some parts of San Francisco/more worried about security outside the airport 24 SFPD presence 25 Don’t have to watch my belongings closely/can leave my stuff/can fall asleep/can pull out cash and not worry/left my belongings (pos)/people are careless/not aware (neg)

26 Because I’m x feet tall/weigh x pounds/I fear nothing/Can take care of myself 27 No beggars/homeless/’creepy people’ 28 Don’t trust security procedures/security process too routine/TSA just going through the motions/process too fast to find anything/different scanners produce different results/not all passengers searched/wealthy passengers avoid security/TSA not armed/ineffective 29 Saw suspicious/creepy/’strange’ person/homeless person at the airport/person screaming/person got through security who had no ID/strange/don’t think should have gotten through 30 Don’t know the airport well enough/just transferring/first time flying and have nothing to compare it to/don’t know area (SF Bay Area) well enough 32 Everyone is friendly 33 Don’t really buy into safety/security ‘threat’/illusory/tired of being scared 35 Don’t know 36 We’re in the US/America/feel safe in US airports 37 Cannot leave bags unattended/limits on activities 38 Confusion/uncertainty/disorganized atmosphere/poor signage/slowness – makes me feel less safe/someone could easily take advantage 39 Uneven security throughout airport/not enough security in certain areas (e.g. intl

terminals, rental car, waiting for taxi) 40 Concerned about petty theft (bag snatching, pick pocketing, etc.) 41 TSA is intimidating/threatening 96 I’m from here/know the airport well/know my way around/been here a lot 97 I don’t move well/don’t know way around and thus don’t feel safe 98 General negative (e.g. ‘could be better’) 99 Other non-specific comment 0 Blank/No Response

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Q11TSAPRE Did you go through the TSA Precheck security line when you passed through security at SFO today? 1 Yes 2 No 3 Don't know 4 Did not go through security at SFO (xfer) 0 Blank/Multiple responses Q12PRECHECKRATE How would you rate your experience going through the TSA Pre-check security line rather than the regular security line at SFO today? 5 Much better 4 Somewhat better 3 About the same 2 Somewhat worse 1 Much worse 6 Don't know 0 Blank Q12COM1-Q12COM3 Briefly, why? 1 Easier/faster/less hassle/great/a godsend/general positive comment 2 Did not have to take off shoes/belt/unload laptop, etc. 3 Personnel at pre-check were rude/TSA still unprofessional, so it doesn't matter 4 Line too slow/No faster than regular TSA line 5 Should have body scanning option in pre-check 6 Need more stations open/almost all were closed 7 Confusing/signage and instructions conflicted each other/need to do a better job communicating what the line means and what people need to do/seem to be missing bins/other items 8 Unsure/no one else was there, so tough to say whether it was better 9 Would rather see TSA staff up other areas/other regular security is uneven terminal to terminal (fast at some, very slow at others) 10 Staff seem better trained/more professional/friendlier/not as unnecessarily invasive 11 Staff assumes you know what you are doing/don't have to hear constant repetition of messages (e.g. empty pockets, shoes off, laptops on conveyor) 12 Non pre-check people allowed in line/getting benefits of pre-check without having

to pay for it 13 Made me feel less anxious going through this vs. regular security 14 Still had to remove shoes/belt/unpack laptop/get patted down 15 Didn't seem any different than regular security line 16 Easier time appreciated because I am disabled/elderly 17 Allow spouses/traveling companions to also go through line 18 Seems inconsistent with security at other airports/they had to examine items other airports ignored/not as good as other airports 19 Like/Love pre-check/General Positive Comment

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

20 No Pre-Check lines were open/lines merged with regular lines 21 Shorter line 22 Do not like added cost/Added cost seems like extortion

0 Blank/No Response Q13COUNTY What county did you depart from to get to the airport today?

1 Alameda 2 Contra Costa 3 Marin 4 Napa 5 San Francisco 6 San Mateo 7 Santa Clara 8 Solano 9 Sonoma 10 Other (specify) 11 Not applicable – connecting from another flight 0 Blank/Multiple response 13 San Joaquin 14 Sacramento 15 Stanislaus 16 Sutter 17 Santa Cruz 18 Humboldt 19 Placer 20 Lake 21 Shasta 22 Nevada 23 Yolo 24 Monterey 25 Riverside 26 Mariposa

27 Kings 28 Amador 29 San Luis Obispo 30 Fresno 31 El Dorado 32 Mendocino 33 Butte 34 Merced 35 Madera 36 Mono 37 San Benito 38 Tuolumne 39 Calavaras 40 Siskiyou 41 Trinity 42 El Dorado 43 Tulare 44 Washoe (Reno) 45 Yuba 46 Santa Barbara 47 San Diego 48 Orange 49 Los Angeles 99 Bay Area (not specified)

Q13GETRATE How would you rate your experience getting to the airport today? 5 Easy 4 3 Average 2 1 Difficult 6 Don't know/Not applicable 0 Blank

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

While at SFO, how easy or difficult... Q14FIND Finding your way around airport Q14PASSTHRU Passing through security and screening

5 Easy 4 3 Average 2 1 Difficult 6 Don't Know / Not Applicable 0 Blank Q15PROBLEM Did you encounter any problems? 1 Yes 2 No 3 Don't Know 0 Blank/Multiple responses Q15COM1-Q15COM3 Please describe: 1 Airline counters understaffed/airline personnel not knowledgeable/kiosks not working/staff unprofessional/airline ticketing confusing/inefficient/counter not open in time for flight 2 Store procedures/duty-free regulations/store personnel rude/unprofessional/slow

service 3 Hard to find gate/airline/facility/shuttles/airport layout confusing 4 Long security lines/disorganized security screening/took too long 5 Security/security procedures confusing/invasive/inconsistently applied/ ineffective/officers unprofessional 6 Flight delays 7 Insufficient facilities/amenities/outlets didn't work/exterior doors too narrow 8 Airline baggage procedures unfair/expensive/confusing/luggage lost/rerouted 9 Insufficient/unclear signage/couldn't find my way 10 Freeways/getting to airport confusing/traffic/curbside drop-off/directions from BART confusing/not clear 11 Missed flight 12 Wi-Fi/Internet not working/not free/doesn’t work with my device 13 Insufficient number of monitors/do not list all flights/couldn’t find my flight/ change too quickly/list too many different airlines for same flight 14 Need better disabled access/more responsive to those needing assistance 15 Stores/restaurants close too early/don’t open early enough 16 Airport/facilities too crowded/lines overlap/line for gates blocking stairs 17 Food too expensive/poor quality/not diverse enough/took too long/poor service 18 Elevator/escalator/moving walkway not working/luggage carts/not enough 19 Positive comment about security officer/airport/airline employee 20 Seating area in poor condition/uncomfortable/not enough seats

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

21 Not enough restrooms/inconvenient/missing supplies/dirty 22 Rental car center/long-term parking too far away/terminals too far apart/too much walking/tricky to navigate 23 Crime victim (purse/other item stolen/didn’t get item back after security check)/saw cars unattended/luggage unattended/scary, ‘creepy’, suspicious people around/nothing being done about unattended items or suspicious people 24 Gate change/rescheduled flight/delay not communicated/didn’t know about it/no info after check-in/almost missed flight/caused problems 25 Parking lot full/nearly full/couldn’t find/pay procedures confusing/caused delay 26 Security seemed very strict/very thorough/too strict/searched my items without permission/threw away food/other items I had purchased/didn’t know I was carrying banned items/received conflicting/confusing info on banned items 27 Yes, had a problem – but it was my fault 28 General negative-personnel/couldn’t find a person to talk to/staff (general) gave the wrong information/different departments give different/wrong information (TSA, airlines, airport), not working together /rude 29 Maintenance issues – airport is filthy, leaky ceilings/windows, other items in Disrepair/construction 30 Temperature (too hot/too cold) 31 Passport/Ticket/ID issues 32 Need more multilingual employees 33 Connection problems (Had to go through security twice, couldn’t find gate/terminal,

etc.) 36 Transit delays/Breakdowns/confusing transit (BART, AirTrain, parking shuttle) 37 Prices too high (General) 38 No bar/need to add a bar 39 Smoking area needed after security 40 TSA Pre-check not open

0 Blank/No Response Q16LIVE Live in... 1 9 County Bay Area 2 Northern California outside the Bay Area 3 In another region 0 Blank/Multiple responses Where home located... Q17CITY Actual city name (text) Q17STATE Actual state abbreviation (US) or state name (Canada/Mexico) Q17ZIP Actual ZIP Code (US only) Q17COUNTY Actual county (US only) Q17COUNTRY Standardized country name (text)

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

HOME Codes specifying home location of respondent 1 San Francisco County 2 San Mateo County 3 Alameda County 4 Santa Clara County 5 Contra Costa County 6 Marin County 7 Sonoma County 8 Solano County 9 Napa County 10 All Other California and Western US (same as destination breakdown) 11 Midwestern US (see destination for breakdown/definition) 12 Eastern US (see destination for breakdown/definition) 13 Other North America (Canada, Mexico, and Caribbean) 14 Central/South America 15 Europe 16 Asia/Japan 17 Middle East 18 Africa 19 Australia/New Zealand/Pacific 90 County/city not specified but from Bay Area (Q17) 91 County/city not specified but from Northern CA (Q17) 99 Blank/unknown Q18Pet Are you traveling with a pet or service animal on your trip today?

1 No 2 Yes-Pet 3 Yes-Service Animal 4 Other-Specify 5 Blank/Multiple Response

Q19Age 1 Under 18 2 18 - 24 3 25 - 34 4 35 - 44 5 45 - 54 6 55 - 64 7 65 and over 8 Don't Know / Refused 0 Blank/Multiple responses

San Francisco International Airport | 2016 Customer Survey Code List and Field Guide

Q20Gender 1 Male 2 Female 3 Other 0 Blank/Multiple responses Q2IINCOME Household Income: 1 Under 50,000 2 $50,000 - $100,000 3 $100,001 - $150,000 4 Over $150,000 5 Other Currency (specify) 0 Blank/Multiple responses Q22FLY Did you fly 100,000 miles or more per year?

1 Yes 2 No 3 Don’t know 0 Blank/Multiple responses

In the past two years, have you used… Q23SJC San Jose Airport Q23OAK Oakland Airport

1 Yes 2 No 3 Don’t Know 0 Blank/Multiple responses

LANG LANGUAGE of questionnaire: 1 English 2 Spanish 3 Chinese 4 Japanese WEIGHT Weight assigned to each record to proportionally represent SFO passengers