Coronavirus

What Airline Customer Service Representatives and Gate Agents Need to Know about COVID-19

As a customer service representative or gate agent, potential sources of exposure could include assisting a person with COVID-19 in close contact or by touching your mouth, nose, or eyes; or handling passenger items, such as baggage, boarding passes, identification documents, credit cards, and mobile devices. Limit close contact with others by maintaining a distance…

As a customer service representative or gate agent, potential sources of exposure could include assisting a person with COVID-19 in close contact or by touching your mouth, nose, or eyes; or handling passenger items, such as baggage, boarding passes, identification documents, credit cards, and mobile devices.

  • Limit close contact with others by maintaining a distance of at least 6 feet, when possible.
  • Provide a facemask to any visibly sick person you are assisting if one is available and they can tolerate it. Ask them to cover their mouth and nose with tissues when coughing or sneezing. Follow employer’s guidelines for additional steps as required.
  • Avoid handling of passenger and airline crew boarding passes, luggage, identification documents, credit cards and mobile devices, where possible.
  • Allow passengers to hold their own documents and scan their own boarding pass or mobile device.
  • Practice routine cleaning and disinfection of frequently touched surfaces such as workstations, keyboards, touchscreens, printers, and computers, following the directions on the cleaning product’s label.
  • Follow your employer’s normal guidance for handling service/support animals.
  • Proper hand hygiene is an important infection control measure. Wash your hands regularly with soap and water for at least 20 seconds. If soap and water are not readily available, use an alcohol-based hand sanitizer containing at least 60% alcohol.
  • Key times to clean hands in general include:
    • Before, during, and after preparing food
    • Before eating food
    • After using the toilet
    • After blowing your nose, coughing, or sneezing
  • Additional times to clean hands on the job include:
    • Before and after work shifts
    • Before and after work breaks
    • After touching frequently touched surfaces
    • After interacting with a customer who is visibly ill
    • After putting on, touching, or removing cloth face coverings
  • Avoid touching your eyes, nose, or mouth with unwashed hands.

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