What Is the Customer Service Counter Chair Usage Policy?

To maintain a welcoming, attentive, and professional presence for customers, employees are expected to stand while working at customer service counters and remaining available to assist customers, with the exceptions outlined below.

All terminals are equipped with adjustable monitor arms to help employees comfortably assist customers while standing.

1. When Chairs May Be Used

Employees may use a chair in the following circumstances:

• Actively assisting a customer by phone: Employees may sit while handling an active customer phone call. Waiting for a call to enter the queue does not qualify.
• Approved medical accommodation: Employees who require a chair for medical reasons must provide a doctor's note to Management so an appropriate workplace accommodation can be arranged.
• Brief seated breaks during quiet periods: Employees may take short seated breaks behind the counter when there are no customers in the lobby and no calls actively being handled.

2. Expectations During Seated Breaks

Seated breaks must be brief. Employees must be prepared to stand immediately to assist customers or answer incoming calls as business demands.

3. When Employees Are Expected to Stand

At all other times, employees are expected to remain standing while working at the customer service counter and while available to assist customers.

This expectation helps maintain a professional appearance and ensures employees are ready to assist passengers promptly.

4. Questions or Medical Accommodation Requests

Employees with questions about the policy or who believe they need a workplace accommodation should contact Management directly.