COVID-19 Precautionary Measures
FAQ

1. Which branches of AIR21 are still open during the community quarantine?

Our Metro Manila warehouse stations will remain open during the community quarantine as we will be focusing our resources to assisting Local Government
Units (LGU) deliver essential items such as medical supplies, Personal Protective Equipment (PPE), and food items around their respective areas.


All AIR21 Business Hubs nationwide are closed due to the Enhance Community Quarantine in Luzon and other cities in Visayas and Mindanao declaring their own community quarantines.

Please check our website and follow us on Facebook for any future updates

2. Has the operating hours of the AIR21 Customer Service Hotline changed?

Yes. Due to the Enhanced Community Quarantine in Luzon and for the safety of our Customer Service team, the AIR21 Customer Service Hotline has been adjusted to 8:00 AM – 5:00 PM, Monday – Saturday. This will stay in effect until April 14, 2020.

3. Are there any items that AIR21 cannot deliver during the community quarantine?

Yes. Currently, we will only accept medicines, medical products, medical supplies, and the like for delivery within the Luzon area. We can also transport food items and other essentials (soap, alcohol, sanitation products, etc.). Pick-ups and deliveries of any other goods are temporarily suspended for the time being.

4. What are the measures being done by AIR21 to prevent the spread of the COVID-19 virus?

AIR21 has been monitoring the COVID-19 situation since the start of this year and has already implemented measures within the organization to stop the spread of the virus. This includes but is not limited to:
1. Advisories and education and awareness campaigns to all AIR21 employees on
workplace safety vs. infectious diseases.

2. Deployment of safety gear such as face masks, gloves, and personal hygiene
kits to couriers, drivers, and warehouse personnel.

3. Body temperature scanners issued and given to our warehouse security teams

4. Minimal contact is made with packages left in our sanitized storage facilities

5. All international items are subject to quarantine as mandated by the Bureau of Customs

6. Additional precautions when necessary

5. What safety measures are being done by the couriers and drivers to ensure my safety when     they are picking-up or delivering packages?

1. Our couriers and drivers undergo a physical assessment and/or body temperature
scan before they are allowed to enter an AIR21 office or warehouse and report for work.

2. Our couriers and drivers are required to put on their personal face masks
and gloves when necessary and should be equipped with their personal hygiene kit
(alcohol or sanitizer, face masks, etc.) prior to their departure from AIR21 stations,
offices, or hubs and especially when interacting with customers or clients.


3. Our couriers follow a strict no contact policy when interacting with clients.
Couriers must receive or put down the package on a clean, elevated surface and
maintain a two (2) meter distance from the client.

4. Proper handwashing is required for all personnel.

5. We will include additional precautions when necessary.

6. Are there any additional requirements that we need to follow when AIR21 picks-up or     delivers our packages?

We kindly remind all our customers to comply with our no contact policy:
1. In compliance with the Inter Agency Task Force (IATF) for the Management of
Emerging Infectious Diseases’ announcement on April 2, 2020, please wear a
face mask when going outside or interacting with our couriers.

2. Prepare a table where our couriers can receive or place your package and a
personal pen for signing documents

3. Have a bottle of alcohol ready so that you can sanitize your hands before and
after transacting with our couriers

7. Is it safe for me to receive a package from any area where the COVID-19 virus has
    been reported?

Yes. The likelihood of an infected person contaminating commercial goods is low
and the risk of catching the virus that causes COVID-19 from a package that has been
moved, traveled, and exposed to different conditions and temperatures is also low.

SOURCE: World Health Organization

8. Can I still meet with an AIR21 Sales and Customer Service representative during the
    community quarantine?

Yes. However, due to the Enhanced Community Quarantine in Luzon, our Sales
and Customer Service representatives are only allowed to conduct any business
interactions through phone call, email, or conference call.
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