Service Provider Operating Practices
in Light of COVID-19
Altair Global recognizes adjustments to your experience are necessary in response to
the global Coronavirus (COVID-19) pandemic. Please rest assured the health and wellbeing of our customers is our primary focus. Our Altair team members and global
supplier partners are taking the recommended precautionary measures and are
continuously tracking conditions using the guidance from the World Health
Organization and the Centers for Disease Control and Prevention.
OVERVIEW
You will find Altair Global’s Service Provider Operating Practices in Light of COVID-19 for specific
services on the following pages. The COVID-19 outbreak is a rapidly accelerating event and the
current processes in place are subject to change without any notice. Altair Global is available to
support and facilitate customers’ relocation service needs in accordance with employers’,
national and global authorities’ and suppliers’ guidelines. With many employees working
remotely now, we encourage you to use the tools on our STAR Customer Portal and mobile app.
These are additional ways for you to connect with your Consultant or obtain information about
your experience.
Expatriates
Ensure you are registered with your local embassy or consulate. There have been reports of
government challenges locating employees who did not register appropriately. Be prepared to
follow the advice and/or instruction of local officials. They will have the most up-to-date
information. International SOS is providing a no-cost resource and information portal to provide
the most up-to-date information and advice to business travelers amid this rapidly changing
environment.
U.S. Citizens
Travelers are urged to enroll in the Smart Traveler Enrollment Program (STEP) to receive Alerts
and make it easier to locate you in case of emergency. The Department uses these Alerts to
convey information about pandemics, terrorist threats, security incidents, planned
demonstrations, natural disasters, etc.
Additional Information
For the most current information on COVID-19, please check the following websites:

World Health Organization

Centers for Disease Control and Prevention

European Commission's Directorate for Health and Food Safety (DG SANTE)

Singapore's Ministry of Health

U.S. Department of State Travel Advisories
 Fragomen
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TRAVEL SERVICES
Overview

Altair Global is available to support and facilitate customers’ mobility travel needs in
accordance with employers’, national and global authorities’ and airlines’ guidelines.

If you are traveling, or have traveled, to or near a COVID-19-affected area, please
ensure you:
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Check with the airline to confirm the latest schedule.
-
Check your company’s travel policy as many organizations have restricted travel to
certain countries.
-
Expect to be asked standard COVID-19 screening questions.
-
Check with your medical doctor and your company if you need to be quarantined.
-
If you have an existing condition, check with your medical doctor before you think
of traveling, or simply don’t travel.

Ensure you have your travel agency’s after-hours contact information available (typically
found on your itinerary) in case you need to make changes/cancellations.

For everyone’s safety, travel staff are adhering to the recommendations of the WHO and
CDC.
Potential Impacts

Some airlines have instituted flexible policies on flight cancellations and change fees for
select tickets, and most airlines have temporarily waived fees on new itineraries. Please
check with your airline to confirm their policies.

Any refunds and associated charges will be made according to the organization’s policy,
i.e., hotels, trains, buses, cruise lines, etc. Again, please check with the company you
used to confirm their policy.
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TEMPORARY HOUSING SERVICES
Overview

Upon arrival, guests will likely be asked standard COVID-19 screening questions.

The management companies are taking additional precautions to disinfect and clean
surfaces prior to guest arrival and post guest departure.

Management companies are performing daily monitoring of guests, visitors and staff.

Management companies are proactively communicating with guests regarding any
restricted areas or closed amenities (e.g., community areas, gyms, swimming pools, etc.)
on the property.

For everyone’s safety, property staff are adhering to the recommendations of the WHO
and CDC.
Potential Impacts

In locations experiencing a “Shelter in Place” mandate and/or other local/government
restrictions, it is likely all housekeeping and non-essential services will be suspended.

Management companies are proactively communicating with guests regarding any
restricted areas or closed amenities (e.g., common areas, gyms, swimming pools, etc.) on
the property.

It is the responsibility of any infected person and/or exposed person to alert the
management company. Should this occur, the management company will notify all
guests, quarantine measures will be imposed, and affected areas of the property will be
cleaned. Altair expects the corporate housing company to update us if a customer’s stay is
impacted.
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HOUSEHOLD GOODS SERVICES
Overview

Suppliers are advising they are eligible and able to keep the moving process intact and
progressing due to the essential nature of their business.

Border shutdowns are primarily restricting people and not goods. Movers recommend not
shipping goods unless you can be in the destination country when your goods arrive.

Many movers are offering virtual surveys (video chat), which are fast, convenient and
efficient. You can work closely with your local agent on what works best for your situation.

If you are meeting with surveyors or other household goods staff, you will likely be asked
standard COVID-19 screening questions.

For everyone’s safety, household goods staff are adhering to the recommendations of the
WHO and CDC.
Potential Impacts

Some countries are activating national lockdowns, which will affect the movement of
trucks and crews.

Shipment delays and increased transit times can be expected for any of the following
reasons:
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Border and port shutdowns.
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Capacity shortages in air freight due to cancelled flights.
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Steamship lines bypassing some ports of call on their schedule, resulting in
shipments being dropped off at the next available port of call and then routed to
the final port destination by truck.
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Customs clearance delays due to mandatory inspections, staffing shortages and
extra caution.
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Shortage of sea containers due to the reduction in export shipments from China.
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PET MOVING SERVICES
Overview

People should continue to care for their pets’ welfare during this crisis. People and pets
each need the support of the other and veterinarians are there to support the good health
of both.

According to infectious disease experts and numerous global human and animal health
organizations there is no proof at this time to indicate COVID-19 poses any significant
risks to household pets. There is also no evidence to suggest imported animals or animal
products imported pose a risk for spreading COVID-19.

If you have not been diagnosed with COVID-19, you should continue to interact with your
household pet as normal. Continue to practice safe hygiene during this time.

Experts recommend those diagnosed with COVID-19 should limit contact with their
household pets until more is known about the virus. You should let another member of
your household take care of your pet during this time. If you are the only one who can
take of your household pet, you should wear a facemask, limit contact and wash your
hands before and after any contact.

For everyone’s safety, pet moving staff are adhering to the recommendations of the WHO
and CDC.

For more resources on COVID-19 and pets, check out the American Veterinary Medical
Association or Animal Health Europe.
Potential Impacts

Some countries are activating national lockdowns and shutting down commercial airline
routes.

Widespread shelter-in-place orders are further cutting passenger demand. Many airlines
have announced pet flight booking stoppages.

The reduction in airline flights has extremely limited most companies’ ability to transport
pets. Commercial air carriers may not return to regular schedules for pet relocations until
the end of the second quarter or beginning of the third quarter of 2020.
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DESTINATION RENTAL OR LEASING SERVICES
Overview

Destination services consultants and leasing agents are leveraging technology to facilitate
selecting, showing and leasing properties.

Some destination services and leasing companies offer video tours that can be viewed at
the time the customer prefers and/or virtual walk-throughs, whereby the customer can
participate real time. This may include showing you everything from building entrance,
hallways, rooms, amenities (if not restricted), basements, etc.

If meeting face-to-face, you will likely be asked standard COVID-19 screening questions.

For everyone’s safety, rental/leasing staff are adhering to the recommendations of the
WHO and CDC.
Potential Impacts

In locations experiencing a “Shelter in Place” mandate and/or local/government
restrictions, destination services consultants and leasing agents’ willingness to show you
properties may vary. Altair is making every effort to verify the agent’s availability in
advance, however, due to the fluidity of the situation this could change. Additionally,
Altair cannot require a service provider to conduct face-to-face meetings.

Do consider that not physically seeing an apartment before you lease it does carry some
additional risk. The landlord or agent may require you to sign a document stating you
acknowledge the risk of leasing an apartment sight unseen.

The ability to move-in/move-out may be impacted in some locations depending on local
and/or government restrictions. It is advisable to check with the landlord, management
company or leasing agent in advance.

Be aware amenities such as gyms, pools, playrooms, lounges, etc. may not be accessible
at this time due to local and/or government restricted closures.

Regarding move-ins, if you have traveled to one of the COVID-19 hotspots and/or
local/government restrictions are in place, landlords and management companies may
deny the ability to visit/access a property. It is highly recommended you discuss your
travel history in advance before any lease signings.

Tenants should let their landlord know if they are self-isolating or sick with COVID-19,
especially if the landlord plans to visit, inspect and/or enter the rental.
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U.S. REAL ESTATE SERVICES
Overview

The U.S. housing market continues to be strong due to declining interest rates.

With challenges come opportunities ‒ considering to sell or purchase now could be more
advantageous in light of the potential for the future economy to slow down because of this
global crisis.

Real estate brokerages are proactively leveraging proprietary, local and national
technology to facilitate the end-to-end U.S. home sale and home purchase transactions.
Not all brokerages have the same level of technology, but most brokerages have the
capability for sellers and buyers to browse properties, communicate with their agent,
enter into a listing agreement, complete disclosures and/or other required paperwork,
sign sales contract or close their transaction virtually.

Some brokerages offer the capability to facilitate virtual showings. Your real estate agent
will communicate with you regarding the technology options their brokerage has available.

Part of the sale or purchase of real estate typically requires at least two physical
inspections of the property, a home inspection and a bank appraisal. Your real estate
agent will coordinate these inspections. While there is no need for you to be present for
the bank appraisal, most purchasers prefer to be present for the home inspection
although that also is not a requirement. Please reference the “Appraisal and Inspection
Services” section for more details.

For everyone’s safety, real estate agents and staff are adhering to the recommendations
of the WHO and CDC.

When an infectious disease, such as Coronavirus, is associated with a specific population
or nationality, fear and anxiety may lead to social stigma and potential discrimination.
REALTORS® must be mindful of their obligations under the Fair Housing Act and not
discriminate against any particular segment of the population.
Potential Impacts

Face-to-face meetings with real estate agents to facilitate home marketing, listings,
showings, open houses, property appraisals, property inspections and/or closings may be
restricted depending on local, state and/or government requirements. Despite the present
challenges, real estate brokerages are attempting to conduct as much business “virtually”
as possible.

Whether you are a home seller or home buyer, you will likely be asked standard COVID19 screening questions.
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
There is no need to be overly concerned as a seller about not having Open Houses on your
property. Less than 3% of homes are sold during an Open House.

If you and your real estate agent are doing business face-to-face, please be prepared to
adhere to the recommendations of the WHO and CDC. Additionally, real estate agents
may enact precautionary measures which may include:
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Social distancing.
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Limiting the number of persons who can be present at a showing.
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Requiring you facilitate your own transportation while home finding.
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U.S. APPRAISAL AND INSPECTION SERVICES
Overview

Home appraisal and inspection services are able to continue provided the location is not
under a “Shelter in Place” mandate and/or other local/government restrictions.

Whether you are a home seller or home buyer, you will likely be asked standard COVID19 screening questions.

For everyone’s safety, appraisal and inspection staff are adhering to the recommendations
of the WHO and CDC.
Potential Impacts

Appraisals and inspections are typical in the home selling and purchasing processes.
Therefore, if any party to the appraisal and/or home inspection process such as seller(s),
buyers(s), inspector(s) and/or local or government restrictions delay or prevent appraisals
or inspections from occurring, this may impact the closing timeframe.

Home seller(s) who permit appraisal and inspection services to proceed at this time
should be cognizant of most appraisers’ and inspectors’ policies which include not entering
a home with minors present unless a second adult is present. Due to the situation,
children may be left at home alone due to schools being closed.

Typically, home buyer(s) are present during the home appraisal or inspection. Many
appraisal and inspection companies are discouraging face-to-face meetings considering
the current situation. If a face-to-face meeting is held, social distancing is advisable.

Home buyer(s) are not required to attend the bank appraisal. Your real estate agent will
coordinate this for you.

It is typical for home buyer(s) to attend inspections. Due to the situation, the inspector
may or may not permit this and/or the home buyer(s) may be the only one(s) permitted
to attend.

Real estate agents may or may not be willing to attend home appraisals and/or
inspections. Home selling and home purchasing can proceed without agent attendance.

Your real estate agent will be in communication with you regarding any necessary
rescheduling of appraisals and/or inspections, impacts to contractual obligations and/or
closing timeframes.
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U.S. LENDER SERVICES
Overview

Lenders have full technology and remote working capabilities to continue to support loan
origination, processing, underwriting and closing.

Part of the loan process includes a physical appraisal of the property. Your real estate
agent will coordinate the appraisal. There is no need for you to be present at the property
for the appraiser’s inspection of the property.

For everyone’s safety, appraisers are adhering to the recommendations of the WHO and
CDC.
Potential Impacts

During the loan process, it is possible borrower’s income may be impacted due to the
situation.

There may be instances where the appraisal is delayed due to homeowners not allowing
appraisers into the property. In this instance, your real estate agent will be in
communication with you and Altair regarding any necessary rescheduling of the appraisal
and/or impact to closing timeframe.

In locations experiencing a “Shelter in Place” mandate:
-
If the appraiser was able to complete the physical property inspection, they will
complete the written appraisal and submit it to the lender as part of the regular
process.
-
If the physical property inspection was not completed, your real estate agent will be
in communication with you and Altair regarding rescheduling of the appraisal and/or
impact to closing timeframe.
-
Expect all new appraisal orders will be placed on hold until the “Shelter in Place” is
lifted. In this case, your real estate agent will be in communication with you
regarding any necessary rescheduling of the appraisal and/or impact to closing
timeframe.
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EXPENSE MANAGEMENT SERVICES
Overview

Altair Global continues to process payment for expense reports, lump sums, allowances
and other payments Monday through Friday.

No delays have been experienced as long as proper documentation and receipts are
submitted according to your company policy.
Potential Impacts

No potential impacts are anticipated at this time.
OTHER SERVICES
Overview

For information on other services, please contact your Altair Global Consultant.

For everyone’s safety, all suppliers have been asked to adhere to the recommendations of
the WHO and CDC.
DISCLAIMER
The information provided in this document may not address your individual requirements and
are for informational purposes only. Such information does not constitute any form of legal or
medical advice and should not be relied on or treated as a substitute for specific advice relevant
to particular circumstances and is not intended to be relied upon by you in making (or refraining
from making) any specific decisions.
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