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San Francisco International Airport, REACH Program

San Francisco, California

Following the highly successful renovation of Terminal 2 in 2011, San Francisco International Airport (SFO) asked Gensler to document the design qualities that enhance the passenger experience. What became known as the REACH Program (Revenue Enhancement and Customer Hospitality) culminated in a book that is an aspirational and pragmatic guide to SFO’s long-term passenger experience, growth facilitation, improvement strategies, and operational efficiency. The REACH guidebook highlights the passenger experience from arrival at the airport to boarding the plane for five passenger typologies, addressing their values and expectations and identifying opportunities to improve their experience.