Date: 202010
Location: ZZZZ.Airport, FO
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Parked
Reporter organization: Air Carrier
Reporter function: First Officer
Reporter qualification: Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument
Human factors: Communication Breakdown; Confusion; Other / Unknown; Troubleshooting
Second reporter function: Captain
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Other / Unknown
Detector: Person Flight Crew
When detected: Other Post Flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors; Procedure; Company Policy
Primary problem: Environment - Non Weather Related

Narrative: COVID testing at ZZZ took approximately 45 minutes to complete. Any one individual crew member could probably have gotten through faster; but since most of the crew (pilots and flight attendants) was there at the same time; the process got very slow. The nasal swab was quite invasive. One of the pilots reported great discomfort after his test. He initially felt he was unfit for duty. However; his pain eventually subsided after approximately 15 minutes; and he decided he was fit enough to fly. We blocked-in to ZZZZ. It was complete and utter chaos on the aircraft for the flight attendants. The Purser and the language flight attendants did a tremendous job attempting to help the customers fill out the form. Many of the customers were extremely frustrated by the slow; confusing process. This is something that Customer Service in ZZZ absolutely should have assisted passengers with before departure. There is no reason that they should have waited until arrival in ZZZZ to start this process. It took exactly one hour after block-in to deplane the passengers and crew.After deplaning the crew was required to line up in approximately 6-7 different stations to have various health forms and passports checked; and to have our COVID-19 tests performed. The choice of tests were a nasal swab; a throat swab; or a blood test. After undergoing the uncomfortable nasal swab in ZZZ; most crew members chose the throat swab which was also uncomfortable and caused a lot of gagging; but generally better than the nasal swab. No one chose the blood test. At most of the stations the crew was simply mixed in line with the passengers. We finally exited customs; two and a half hours after block-in.The crew was then escorted on the 15 minute walk to the back service entrance of the hotel. The service entrance was dark; smelly; and in general disrepair. The entire area around the hotel was deserted; and there seemed to be no apparent reason we couldn't be processed in through the front entrance. We finally arrived at our rooms. The entire process took exactly 3 hours from block-in.Due to our late arrival at the hotel; we were unsure if we were going to be fed any dinner. When we initially inquired about our meals; we were told that dinner service [had] ended. It was unsettling to hear that we would not be afforded any meals since we were not allowed to leave our rooms. However; after several phone calls to the hotel/CDC staff by the Captain and the Purser; we were assured that meals would be forthcoming. Two hours and a half hours after arrival at the hotel and over five hours after block-in; meals for the crew started to arrive. Food quantity and quality were acceptable.I don't believe there is much the company can do about the foreign country government's procedures for processing passengers and crew. However; one area we need to immediately improve upon is caring for our customers by helping them to obtain required information prior to departure. This would be extremely helpful in expediting deplaning and preventing confusion and frustration for both customers and flight attendants.Another area we could improve upon is helping crews get through the rigorous process of health inspections and customs processing at ZZZZ. If the government would allow a company representative to be on hand; that would be extremely helpful. Our language flight attendants did their best; but at each station there were numerous question about what documents were needed; and what was to happen next.Hopefully this information will be helpful for upcoming passenger flights from the U.S. to ZZZZ.


Second narrative: I got the bag of food and a list for the layover. I'll address each item on the layover list included in the bag.1. Let me start by saying this is the most slimy disgusting hotel I have ever stayed at. It is the ZZZZ1 airport hotel. I don't know who reviewed the hotel; but it is very run down; and lack of maintenance is very apparent; and feel that the conditions are not safe. We should not have any layovers in City Y as long as the COVID testing procedures are in effect and the government insists on keeping crews at this hotel.2. The internet at the hotel is so slow it is not usable. I am unable to log into company system.3. The hot oatmeal in the food bag is not edible; there is no safe water at the hotel; and no way to heat the water. The water is not safe to drink. They do offer bottled water on check-in. 4. We blocked in. We didn't get to the rooms till 3 hours [later]. This is time I am still on duty; but is not recognized.5. We were required to undergo another round of COVID tests on arrival. I asked for and was granted the mouth swab; a few flight attendants asked for this instead of the nasal probe and were denied. On the way to the testing; they wanted us to leave our bags unattended while we went outside; to the testing center. I said; no; we will not leave our bags unattended as it was a security issue. They were not gentle with the nasal probes. Several flight attendants had sore noses after the tests; and were crying. Many said they will not come to ZZZZ again because of the invasiveness of the testing. One pilot was taken away for further scrutiny at one customs station. We were never told why. I hung back to make sure he was not taken somewhere else. I strongly recommend to not ever leave any crew behind. Stay together.6. No company representatives were in attendance of our arrival; at least none I could tell. We could not tell who was who. No one knew what we were supposed to do. We finally; after an extensive delay found our security escort through the terminal. It took about an hour to get the passengers off the plane. Many did not have the COVID form filled out ahead of time; and were required to do this before they were let off the plane; which meant we were also held as long as there were passengers on the plane.7. We went through 3 different customs/COVID paperwork stations. At each station we waited for another set of paperwork to be filled out; greatly extending the time required to get to the hotel.8. A customs employee walked us to the hotel to the back entrance. Water damage; moldy; run down hallways; and a rusty elevator that looks like it hasn't been maintained for the last decade was our route.9. The room itself is not too bad; and is as described in the handout; except for temperature control.10. I called several times; and asked the hotel representative about the food; no one had any answers about when or what kind of food would come. Finally; 1.5 hours after we arrived; food was delivered to the room. However; no room service; no menu; no food choices at all. Again; no information of any kind was available.11. No fire sprinklers in the room; meaning it's not safe in the event of an emergency. If you have to leave the room in case of emergency; you do not have a room key and cannot get back into your room.12. Unable to control the temperature in the room. It was uncomfortably warm.13. The time to leave the hotel is set at 2 hours before departure. For a paper XX hour layover; we ended up with [4 hours less] in the room. These times need to be accounted for [to] make sure there is adequate layover time in the room; as well as duty day after block in; and prior to flight planning.In conclusion; the procedures the Country officials have in place for our arrival are excessive and unneeded. Due to the treatment during the COVID tests; I will not be coming back on this trip again. The hotel is abysmal. Nowhere near in contractual compliance. Why [are we] even entertaining allowing flights/layovers here with the disgusting conditions? We should not be staying here and we need to stop this ASAP. No one in charge knows anything about the procedures; or has any answers for our [foreign language] speakers.


Synopsis: Air carrier flight crew reported encountering multiple delays as passengers and crew members deplaned and went through a foreign country's required COVID-19 protocols. Crew also reported concerns with the layover accommodations.