customer support.

We‘re everywhere, and we’re safe

AIESEC is an organization present in more than 110 countries with different realities. AIESEC in Poland is in frequent contact and is working with specific destinations to ensure that we are constantly in touch with them. That we keep updating each other on any developments and understand all the measures being taken;

Your safety, our priority

Our local offices are in direct communication with the offices of our specific destination partners, to ensure clear communication and constant updates for all our customers;
Our personnel is trained and is updated on how to deal with possible outcomes of the pandemic, to provide all the information and support needed for our customers;
We provide support on choosing the destination and understanding their situation;

We have a process in place for your safety!

In case the exchange is possible to happen from both sides (the office from Poland and the office from host destination) will be in contact with the exchange participant providing information of all the safety measures needed during the experience;
Each destination has specific safety measures according to reality and local legislations, but all aiming to assure safety of our customers and all the stakeholders involved;

From our local offices and from the local destination offices there are plans and protocols on how to react in case of specific situations. From the destination side, we inform customers of all the protocols in the current moment the customer is choosing (it depends from place to place), but here are the protocols we follow as “home office”:
- Exchange Participant (EP) can’t enter the country:
  - We make sure the EP is traveling with the right VISA, all documents needed and following safety measures of the country/territory before departure;
  - Keeping consistent communication with the EP during traveling;
  - Final decision on who enters the country is on the migration office, so we can face situations when even having all the right documents, people can not enter, in this case we are not responsible for the EP in this situation.
  - When the EP gets back we can offer a new opportunity (which follows the same procedures when the EP can’t realize the exchange).
  - We continue to keep communication with the EP during their return to Poland and after.
- Project is cancelled when the EP arrives in the country:
  - Keep ongoing communication with local office in the destination country and EP.
  - Local office in the destination country will look for a new project for the EP.
  - If no new project is found communication and next steps will be arranged with EP;
- Accommodation is cancelled:
  - We keep ongoing communication with the local office in the destination country and EP.
  - Local office in the destination is responsible for finding new accommodation and providing it to the EP until the end of the experience.
  - If no new accommodation is found we will communicate it to the EP and next steps will be arranged with the EP;
- Lockdown happens when EP is on exchange:
  - We get in contact with the EP to make sure communication happens within 24 hours since the lockdown started;
  - National program’s heads of the organization in both countries will be informed to also assess the EP situation;
  - We will contact the Polish embassy to get information on how to get the EP back to the home country;
  - We will send the EP contact information to the embassy in that country and make sure they communicate immediately.
  - We will check with the Local office in the destination country about the next steps and their support to the EP that there is ongoing communication from all the sides;
  - We will keep in mind that the Local office in the destination country is responsible to ensure the accommodation for the EP until the Finish date of the project, that’s why the priority of the EP should be to come back to Poland.
  - If the finish date comes and the EP is still in that country, the EP is responsible to cover the cost of accommodation after this finish date.
  - We will keep ongoing communication until the EP is back home;
- EP has symptoms or gets infected by covid-19.:
  - We will double check the local plan in the destination country (it varies from place to place but we will be informed the moment the EP chooses their destination).
  - We will have a clear and ongoing communication with the local office in the hosting destination and with the EP;
  - All EPs need to have insurance that covers COVID-19 symptoms and infections, so they need to take action;
  - Keep ongoing communication with the family of the EP (if applicable);

Alternative options

IMPORTANT In case there is no possibility of the exchange happening in the set date due to the developments of the pandemic, we will contact the exchange participant to inform and give the option of:

- Rescheduling the exchange experience for a further date;

- giving a voucher to choose a destination and date later on (for arrival before 31.01.2022);

- Getting a reimbursement of the fee paid when signing the contract;

For all touchpoints with our customers still in Poland we have the recommendation to keep it virtual, but if there is a physical touchpoint these are the measures to be followed (when still in Poland): click here
On the destination country the safety/health measures may vary and they will be informed in the moment you choose the destination and we will keep updating you according to the developments;

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