Review of Customer Service at the Norman Y. Mineta San Jose International Airport Abstract • Wheelchairs for physically

The Martin Avenue entrance to longterm parking is difficult to find. Directional signs to this entrance are inadequate.

It is difficult to determine from directional signs that handicapped parking exists in the Terminal A parking garage. 3. 4.

In Terminal A, long lines can lead to customer frustration and dissatisfaction. This situation is exacerbated by the juxtaposition of two high volume airlines.

The Ambassador Program as currently implemented is mostly ineffective. The program could be improved by increasing the number of Ambassadors on duty during busy travel times.

Courtesy phones, while widely dispersed throughout both terminals, are sometimes difficult to locate. People walking or standing in front of the devices can easily block the phones from view.

Disabled travelers are inconvenienced when wheelchairs are not available or are not working properly.

Reports from the complaint logging and tracking system are being used to identify and improve customer service issues.

The computer-based spreadsheet system of storing complaint data does not allow for sophisticated reports to be easily generated. The time consuming process of manually extracting data for monthly reports could be improved upon by implementing a different tracking system. CONCLUSIONS Many elements of customer service at San Jose’s airport have been affected by September 11. City officials and airport management are working hard to effectively deal with those issues and still maintain progress toward the goals detailed in the city’s master plan, including the renovation of the airport with the construction of Terminal B. Due to a lack of signs, it is difficult to find the elevators and entrance to Terminal A from the parking garage. The lack of road signs along the busy airport roadways between terminals causes a confusing and unsafe situation. 6 e. Add or improve lighting where appropriate Near the end of its review, the Grand Jury became aware of a presentation by airport management to the 2002 Silicon Valley Blue Ribbon Task Force On Aviation Security And Technology entitled Impacts Of The Transportation Security Act (ATSA), dated April 17, 2002. This report dealt with the proposed terminal building and the construction changes and increased costs that will result from the new federal safety regulations. The director of aviation for the city has also voiced his concerns to the Grand Jury regarding the number of passenger gates proposed for the renovated airport. (Ref. Findings #1, 2, 3 & 4)