SFO launches new customer service initiative

Volunteers to Assist International Arriving Passengers from India

San Francisco International Airport Customer Service volunteers are now staffing the Federal Inspection Services (FIS) facility to assist customers arriving from international flights. Currently, forty of the Airport’s 200 volunteers are signed up and have been given training by Customs and Border Protection (CBP) staff. These volunteers speak a total of twelve different languages – including Hindi, Urdu, Panjabi and Hindustani – and will be scheduled so that their language skills will be fully utilized. 

The Airport will schedule volunteers during the peak arrival times in the International Terminal. As more volunteers become trained and receive authorization to work in the FIS facility, the Airport will adjust the staffing based upon need. 

The customer service and translation assistance of this new program will help support SFO’s 7-daily flights from Dubai on Emirates Airline. 

“SFO’s Customer Service volunteers provide an invaluable service for our travelers,” said Airport Director John L. Martin. “Many of our volunteers are retired airline and travel professionals that can provide our customers with just the right information at just the right time. The expansion of their unique service and skills to our arriving international passengers is a further example of our commitment to unparalleled customer service and support.” 

The volunteers will staff the entrance into the queuing area for immigration, and roam throughout the facility assisting customers with any information they may require, from selecting and filling out the appropriate Customs and Immigrations forms, to helping customers find exits, restrooms, and baggage carousels. They will not take over any duties currently assigned to airline or CBP staff. They are there as greeters of the Airport and to provide general information to inbound international travelers. The volunteers may be identified by their teal-colored SFO jackets and red Airport identification badges with the Customs’ seal. 

SFO’s volunteer program, one of the largest in the country, has been active since 1955. The volunteers range in age from 17 to 91 years old. 

About San Francisco International Airport
San Francisco International Airport (SFO) offers non-stop links with more than 30 international points on 25 international carriers. The Bay Area's largest airport connects non-stop with more than 65 cities in the U.S. on 20 domestic airlines. For up-to-the-minute departure and arrival information, airport maps and details on shopping, dining, cultural exhibitions, ground transportation and more, visit www.flysfo.com. SFO was voted “North America’s Best Airport” in 2008 by passengers for its outstanding customer service and amenities.