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Increased processing time in the Employee Service Center (ESC)

Date: December 27, 2021

United management reports, due to the recent, nationwide increase in COVID-19 cases as a result of the Omicron variant, there is a greater-than-normal processing time for COVID-related inquires to the Employee Service Center. 

In light of this increased processing time, the following are management’s recommendations:

  • Review the COVID-19 microsite on Flying Together here for the latest information.  This includes the following information:
    • CDC guidance
    • Locating a testing location
    • United-specific FAQs

  • Flight Attendants (& Pilots) who have been instructed to quarantine by a medical professional or government official, should place themselves on sick leave for the period of time outlined in the documentation you receive providing quarantine instructions. (It is recommended that you use CCS to place yourself on Sick Leave because of extended wait times when dialing in.) Schedule adjustments, including paid drops, if applicable, will be requested as your case is processed and your documentation is reviewed.

  • If you are not feeling well, place yourself in sick leave.  If you have specific medical questions, it is recommended that you reach out to your medical provider to discuss your own personal situation, which may include getting tested for COVID-19.

  • Flight Attendants (& Pilots) should ensure they retain any documentation (including test results) that requires you to self-isolate for a period of time.  Schedule adjustments, including paid drops if applicable, will be requested when your case is processed and your documentation is reviewed.

  • If you have tested positive:
  • If you do not have a fever and your symptoms are improving, management recommends you can return to work the earlier of either:

  • Ten (10) days after your first symptoms appeared. 

Example: 

If you tested on December 27, but had symptoms beginning on December 26, you would calculate your isolation period from your symptoms date.  You may return to work on January 6, or

  • Ten (10) days after your test was administered

Example:

If you didn’t have symptoms and tested on December 27, you would calculate your isolation period from your test date.  You would be able to return on January 7.

Once you have contacted the ESC, in the interest of processing your situation, check your company email because the ESC team may reach out to you via HelpHub with updates to your case.

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