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* Covid-19 Update
COVID-19 UPDATE
Global | DHL
Our response to Covid-19
For updates in local languages click here.
"Connecting People, Improving Lives" is Deutsche Post DHL Group's purpose and
constantly guides our effort to become exemplary corporate citizens.
Throughout this global health crisis, our logistics services and worldwide
network have played a critical role, also in saving lives – whether it is by
sending emergency medical equipment and supplies to healthcare workers,
delivering essential goods to our private customers, or finding solutions to
help companies continue their operations under challenging circumstances. We are
also instrumental in supporting immunization programs across the world, and to
date have delivered two billion vaccine doses to over 175 countries.
Against the backdrop of the Covid-19 pandemic, Deutsche Post DHL Group business
operations have been continuously adapted to mitigate potential impacts. As a
globally operating company, epidemic and pandemic risk scenarios are an integral
part of our continuous risk planning. The Group follows a holistic management
process that enables our business units to ensure the best possible services for
our customers, even in an emergency.
The safety of our employees and our customers is paramount. In order to closely
monitor and manage the coronavirus outbreak, in early 2020 we established a
Deutsche Post DHL Group coronavirus task force, led by the Group’s CEO. The
Group’s task force coordinates with international organizations (such as the
WHO, CDC, ECDC and Robert Koch Institute) and provides the necessary information
and guidance to our employees and all our relevant operations.
The Group’s task force
* meets weekly and updates top management on current developments
* ensures that our organizations in all countries we operate in follow the
protocols of the official authorities, be that international organizations or
local country health authority advisories
* discusses and approves measures as the situation unfolds
* facilitates cross-divisional knowledge and best-practice sharing
--------------------------------------------------------------------------------
Employees
Our number one priority is the well-being of our employees and customers. We
follow all official recommendations, and we are committed to responding to the
call for cohesion and solidarity to prevent the spread of Covid-19 and work
towards an end to the pandemic.
Our Group Business Continuity Policy offers global guidelines for our operations
in over 220 countries and territories. Every day, everywhere, to stop the spread
of the disease:
* We promote a "Safety First" approach
* We encourage flexible work arrangements, adapted to different roles
* We constantly monitor and update our guidance on global business travel
* We issue detailed guidance and strict regulations for our employees on
meetings, trainings, events, and receiving visitors at our company facilities
In addition, each business unit has developed and internally communicated
additional measures addressing the needs of each country, as well as
division-specific requirements.
We keep our employees regularly updated on all developments related to the
pandemic via our internal media channels, as well as via our local management
teams. We share the latest information as it becomes available.
As a globally operating company with approximately 570,000 employees in over 220
countries and territories worldwide, we ensure our country organizations operate
in accordance with the protocols of the official authorities, be that
international organizations or local country health authority advisories.
--------------------------------------------------------------------------------
Operations
* Throughout the pandemic, we have ensured we can keep our operations running
by implementing the Group's coronavirus task force coordinates the
implementation of our accurate and tailor-made Business Continuity Planning
and applies it to local conditions, as well as monitoring the situation and
responding immediately if necessary.
* Each of Deutsche Post DHL Group’s divisions manages its operations to ensure,
to the extent possible, that we provide an undisrupted service to our
customers.
* Operational updates in specific countries are communicated on a
country-by-country basis and by the respective business unit.
If you need further specific detail about the current operational status in your
country or for a specific DHL business unit, please contact your account manager
or customer service representative.
--------------------------------------------------------------------------------
FAQ
EVERY DAY, EVERYWHERE, WORKING TO STOP THE SPREAD OF THE DISEASE
* What is Deutsche Post DHL Group doing to protect employees? Is it safe for
couriers to still be working?
The safety and well-being of all of our employees is paramount to us and we
are introducing several measures at a local level to safeguard our employees
against infection. Hand and scanner sanitization is being performed as often
as necessary. If local health authorities or local DHL management have
instructed the use of masks and/or gloves, then they will be used as
instructed. We are also advising couriers who share vehicles that keys, locks
and vehicle controls that are touched by hand also be sanitized.
* Can the virus be transmitted via my package/Shipment? Has someone with the
virus come into contact with my shipment?
According to the WHO and the Robert Koch Institute, there is no conclusive
evidence that an infection with any type of coronavirus is possible through
contact with objects or packages, including those arriving from areas where
cases have been reported. In addition, we are encouraging our workers and
couriers to sanitize regularly and after each customer contact.
* Are there any concrete preventive measures which employees must follow,
particularly delivery staff?
Our operating procedures and precautionary measures are based on the
recommendations and protocols of official authorities, both international
organizations and local country health authority advisories, whichever sets
the strictest rules.
Aligned with World Health Organization (WHO) and Robert Koch Institute, we
recommend good hygiene habits, correct coughing etiquette and keeping social
distance. For regions and operational sites with confirmed or suspected
Covid-19 cases, we coordinate our procedures with the relevant health
authorities and follow the recommendations of the official health
advisories.
* Are you still hiring employees and how is the application and onboarding
process working in current times?
Deutsche Post DHL Group continues to fill vacancies according to demand.
Maintaining supply chains and delivering letters and parcels is essential in
the current situation to secure supplies in Germany. Our employees make an
enormous contribution to this every day with their tireless efforts. The
application process at Deutsche Post DHL Group has basically not changed.
We are currently increasingly conducting virtual job interviews and have had
very positive experiences with them. We are adapting the induction of new
colleagues to the current situation depending on their job profile.
SHIPPING INTERNATIONAL AND DOMESTIC
* Can Deutsche Post DHL Group ensure service levels to critical suppliers in,
at least, countries where we operate and have "Mission Critical" or
"essential service" status?
"Critical supplier", "mission critical" or "essential service" are not a
globally aligned terms with worldwide aligned rights or obligations during a
crisis. Hence, in the absence of an international definition and alignment,
we cannot guarantee this at a global level.
Even in countries where we do have a special status, we cannot prevent local
authorities stopping parts of our business (if new regulations are developed
to mitigate COVID-19 at local level). The situation changes very rapidly, and
we are adapting as the situation unfolds.
Besides any formal status of our own operations, the circumstances (e.g.
closed borders, long waiting time at customs, limited transport capacity) put
limitations to our business
Nevertheless, we are fully committed to do our utmost to maintain all
operations to the extent possible, and so far, at a global level, we continue
serving our customers.
* Where can I find out more about current restrictions (legal & customs,
shipping capacity) in international shipping?
In this fluid situation, we are putting every effort in keeping our customers
and other partners updated to our best knowledge. For updates affecting
specific divisions, please check the links below:
DHL Express: https://www.simplydhl.com/covid-19updates
DHL Global Forwarding:
https://www.dhl.com/global-en/home/our-divisions/global-forwarding.html
Post & Parcel
Germany: www.dhl.de/coronavirus-en and www.deutschepost.de/coronavirus-en
* Where can I ship my parcels to?
Each of our divisions manages its operations to guarantee, to the extent
possible, an undisrupted service to our customers due to COVID-19.
Please contact your account manager or sales representative for detailed and
updated information. You will also find in the link below customer support
teams by country:
https://www.dhl.com/global-en/home/customer-service.html
* Are customs services working as usual?
All our DHL customs teams are working as usual. Countries’ official
authorities’ customs clearance procedures and speed may be altered due to the
COVID-19 crisis situation.
* Do you still offer Express service to all destinations (220+)?
DHL Express' intercontinental network, including the global hubs in
Cincinnati (Americas), Leipzig (Europe) and Hong Kong (Asia Pacific) are in
full operation. We continue to operate globally for our customers, while
adhering to the various country- and government-specific health measures.
For detailed country information, please have a look here:
https://www.simplydhl.com/covid-19updates
* Are transit times affected in Express shipments?
For information on how Express shipping times might be affected by the
current global situation, please head to our service Information page on
coronavirus https://www.simplydhl.com/covid-19updates , where you can see
updated delivery times.
* How long will Express hold customer packages if recipient businesses are
closed? And what is the formal process before you return a shipment?
As per our global service operations guidelines we hold shipments for seven
days, or even longer if we have an “Agreed Delivery” date. We will not charge
for this storage. Before we return a shipment we always contact the shipper
first for new instructions. We can reroute to an alternative address, return
or even dispose of the shipment. We are however monitoring the situation
closely based on impacted volumes, and we will adjust our approach where
needed.
* With the long lead-times in Ocean Freight, how do you make sure my shipments
do not get stranded, once the destination region is facing lock-downs?
We are in constant contact with all our DHL Global Forwarding customers whose
shipments we are currently handling. We will inform regularly about delays or
change in routing, and will work on solutions to arrange for alternative
delivery or storage should the consignee facility at destination not being
able to receive the goods. We will work on this proactively, with full
transparency, customer specific.
* Have Air Freight lead-times changed due to the tight capacity?
Due to the severely restricted air capacity in the market, we have been
working hard with our airline partners and put solid solutions, including a
dedicated charter network, in place. DHL Global Forwarding reserves the right
to modify all or part of its air freight services, to change its working
procedures and the agreed rates, to charge surcharges or otherwise to take
measures to adjust its business operations and obligations towards customers
to the then prevailing circumstances arising as a consequence due to outbreak
of Coronavirus (COVID -19).
* Do you see any capacity restrictions in Ocean Freight, similar to the current
situation in Air Freight?
In DHL Global Forwarding, we do see equipment and capacity restrictions on
some lanes in Ocean Freight, and we are proactively monitoring and managing
the situation to ensure business continuity for our customers.
* Is it currently possible to use Rail freight between CN and Europe?
Yes, DHL Rail services are continuously operating for Full Container Load
(FCL) and Less Container Load (LCL) shipments between China and Europe. Due
to high demand, where DHL increased rail capacities, we recommend customers
to place bookings as early as possible. For specific solutions or questions
please contact the railproductteam@dhl.com
* Which limitations do you currently see in the European Road freight network?
Currently we see no limitations. We are monitoring the situation constantly
and adopt our measures continuously to meet our service promise.
WAREHOUSING AND CONTRACT LOGISTICS
* What is DHL Supply Chain division doing to mitigate the risks to operations
associated with COVID-19?
We continue to work with our customers to secure capacity and operations,
monitoring the situation both globally and locally to ensure we respond to
guidance from worldwide Health Authority advisories and comply with any
requirements set out by Government bodies worldwide.
All sites are reviewing Business Continuity Plans, including pandemic
operating plans, and implementing preventive actions including split-shifts
and/or alternative site working, working from home and body temperature
screening.
All sites have implemented social distancing measures, enhanced hygiene and
more robust cleaning processes. Face to face meetings have been replaced by
virtual meetings.
* What plans are in place to deal with business disruption due to high levels
of personnel absenteeism in DHL Supply Chain sites?
An operation of our size is well prepared to move and scale resource to adapt
to dynamic situations. All our divisions are mobilizing their respective
Business Continuity Plans, including pandemic operating plans, and
implementing preventive actions as appropriate. These include daily updates
to reduce exposure to and transmission of the coronavirus, self-quarantine
precautionary measures in line with official authorities’ guidance, flexible
working schedules, and a travel ban.
* Is DHL Supply Chain continuing to allow customers to visit their
sites/offices/facilities?
In line with regional government and health authority advice, visitors are
being restricted, controlled and even prohibited. This includes visits from
customers, suppliers and colleagues who are normally based at other sites.
* What measures has DHL Supply Chain applied to drivers visiting (delivering to
or picking up from) DHL sites from cross-border locations?
Wherever possible, advanced route planning allows us to identify
vehicles/drivers arriving from cross border locations and to implement
protocols to minimize cross border driver contact such as drop trailer and
driver loading/unloading segregation. Such measures are implemented on a site
basis according to specific geographic circumstances.
* Are you closing sites, warehouses, and/or offices?
Our offices, facilities and sites will remain open and operational to support
our customers subject to the instruction of local authorities.
We contact customers directly to advise where facilities may need to close to
support local authority requirements. Please speak to your usual customer
services contact for details of specific sites.
For more information, we recommend to visit WHO’s Q&A on coronaviruses
(Covid-19), the CDC’s FAQ and the Robert Koch Institute’s Q&A (German only) on
the issue.
--------------------------------------------------------------------------------
FOR ADDITIONAL INFORMATION ON OUR DIVISIONS, PLEASE VISIT OUR DIVISIONAL
SPECIFIC PAGES
* DHL Express
* DHL eCommerce Solutions
* DHL Global Forwarding
* DHL Freight
* DHL Supply Chain
* Post & Parcel Germany: Private Customer, Business Customer
For Customer Support contacts, please click here
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