At San José Mineta International Airport, it is our priority to provide outstanding customer service amenities, ease of access and a safe and pleasurable travel experience for all of our valued customers.
SJC’s Sunflower Lanyard Program – Enabling Easier Travel for Passengers with Hidden Disabilities
In collaboration with the California State Council on Developmental Disability (SCDD),
SJC is proud to participate in the Sunflower Lanyard program. This program allows airport staff to subtly identify travelers within need of an extra level of customer service. Any traveler who self-identifies as having a less visible disability or assists someone who has a hidden disability may request and wear a lanyard. The Sunflower Lanyard Program is provided to travelers free of charge, and is voluntary. No additional verification of a specific disability is required. Travelers can retrieve the lanyard at airline check-in counters, airport Information booths when staffed, or make arrangements in advance by sending an email to SJC’s Customer Experience Team at info@sjc.org. For more information, click to visit SJC’S Sunflower Lanyard Program.
Taxi and door-to-door shuttle services
- Wheelchair-accessible vehicles are available from taxi and door-to-door shuttle services at both terminals. Please contact one of our permitted Taxi or Shuttle operators to arrange for an accessible vehicle.
Wheelchairs or Sky Caps
- For wheelchair or porter service, please contact your airline in advance.
- Passengers may also request assistance from any available Sky Cap by calling their airline from any Airport Courtesy Phone located throughout the terminals.
Parking
Accessible parking spaces are available in all SJC parking facilities.
Concessions
- All shopping and dining concessions are wheelchair accessible.
Pet Relief Area
- SJC has four animal relief areas. Three are located outside; one north of Terminal A ticketing area, one north of Terminal B ticketing area, and one south of the Hourly Lot 2 parking garage. Additionally, there is one located inside the terminal within the passenger walkway between Gates 16 & 17. [Map of Pet Relief Areas]
Restrooms
- All airport restrooms are equipped with stalls for persons with disabilities.
Security Checkpoints
- Individuals assisting passengers with disabilities may be allowed beyond the screener checkpoints at the airline's discretion. These individuals may be required to present themselves at the airlines' check-in desk and receive a "pass" allowing them to go through the screener checkpoint without a ticket.
- Passengers with disabilities may receive assistance from airline personnel, who will escort them to the gate. Those needing help should make a request at the airline ticket counter.
- Ticketed passengers with their own oxygen for use on the ground are allowed beyond the screener checkpoints with their oxygen canisters once the canisters have been thoroughly inspected.
- All persons allowed beyond the screener checkpoints may be searched. This will usually be done through the use of a hand-held metal detector, whenever possible. Passengers may also be patted down during security screenings, and this is even more likely if the passenger uses a wheelchair and is unable to stand up. A private screening will be provided upon request.
- Service animals, once inspected to ensure prohibited items are not concealed, are permitted on board an aircraft. Any backpack or sidepack that is carried on the animal will be manually inspected or put through the X-ray machines.
- Assistive devices such as walking canes, once inspected to ensure prohibited items are not concealed, are permitted on board an aircraft. Assistive devices such as augmentative communication devices will go through the same kind of security screening process used for personal computers.
- Syringes are permitted on board an aircraft once it is determined that the person has a documented medical need for the syringe.
- For additional information, please call the TSA toll free at 1-855-787-2227, or email TSA-ContactCenter@tsa.dhs.gov. You can also visit TSA Cares.
Airport Emergency Evacuation Plan
The Airport Emergency Evacuation Plan provides direction for the orderly and coordinated evacuation of employees, passengers and customers of the San José Mineta International Airport (SJC). The plan includes a section for individuals with access and/or functional needs. [Emergency Evacuation Plan].
Airport ADA and Title VI Coordination
If you require wheelchair service or similar assistance for passengers with disabilities, please contact your airline, as the airlines must make these arrangements. A directory of airline phone numbers and website addresses can be found here: AIRLINE DIRECTORY.
If you have a request for airport related materials in alternate formats, please email Customer Service at info@sjc.org.
If you'd like to make San José Mineta International Airport aware of an accessibility or Title VI concern or complaint, please complete the Title VI Complaint Form or contact the Title VI Coordinator to assist you in submitting a complaint. Please allow up to 3 business days for a response.
Complaints must be filed within 180 days of the discriminatory event, must be in writing, and must be signed and sent to:
Airport ADA and Title VI Contact:
Magdelina Nodal, Civil Rights Coordinator/Liaison
San José Mineta International Airport
1701 Airport Boulevard, Suite B-1130
San José, CA 95110-1206
mnodal@sjc.org
Once the complaint is reviewed the complainant will receive a letter of findings and determination of the investigation and any applicable resolution. If the complainant disagrees with the written response or conclusion, the complainant may appeal in writing to the Title VI Coordinator, who will forward the appeal to the appropriate SJC Executive or designee. The written appeal must be received within ten (10) business days after receipt of the written decision.
The written appeal must contain: All arguments, evidence, and documents supporting the basis for the appeal. The SJC Executive or designee will issue a final written decision in response to the appeal. Copies of each Title VI complaint, a summary of the investigation report, and any response will be forwarded to the FAA in a timely manner.
Formal Grievance Procedures
The Office of Equality Assurance administers the City of San José's overall ADA or Title VI grievance procedures. Persons with ADA complaints specifically regarding San José Mineta International Airport are encouraged to contact the Aviation Department's ADA Coordinator as noted above. If the department's response does not adequately resolve the complaint, a formal grievance can be filed with the City of San José's Office of Equality Assurance at 200 E. Santa Clara Street, 5th Floor, San José, CA 95113-1905, 408-535-8455 (voice), 1-800-735-2922 or 711 (TTY).