Date: 202003
Local time of day: 0601-1200
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Other Parked pre-departure
Reporter organization: Air Carrier
Reporter function: Captain
Reporter qualification: Flight Crew Multiengine; Flight Crew Instrument
Human factors: Distraction; Situational Awareness; Communication Breakdown; Confusion
Anomaly: Deviation / Discrepancy - Procedural Published Material / Policy; Flight Deck / Cabin / Aircraft Event Illness / Injury
Detector: Person Flight Attendant
When detected: Pre-flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Human Factors; Procedure; Company Policy
Primary problem: Environment - Non Weather Related

Narrative: During boarding; the Purser reported that there was a lap child with a constant cough; and expressed concern. Up to that point there was no flight operations guidance for vetting ill passengers prior to departure (and the COVID-19 guidance that we have seems to be evolving daily; even several times per day). I consulted with the CSR team; and they explained that they had no policy/guidance from their department either. I then placed a phone call to the documentation Manager; and left a voicemail requesting an immediate call-back. I contacted our Dispatcher and explained the situation; and requested that he make contact with the documentation Manager to try to expedite our communication. The Dispatcher informed me that he was part of the split team working out of the X location; and thus would not be able to walk over and talk to the documentation Manager. Medlink was called to obtain guidance. The CS supervisor; who was extremely helpful; was point with this and followed the Medlink representative's instructions to examine the child. Based on this examination; Medlink made the decision that the child (and thus his parents) were to be removed.At that point; with rapidly evolving COVID-19 directives from the company; I wanted to consult with the documentation Manager to clarify if there was any policy that might be applicable. I was still awaiting the return call from the documentation Manager to discuss the situation. I again requested that the Dispatcher use any communication tools he might have to expedite the situation; and he then agreed to message a supervisor or operations Manager (I can't recall which); who would relay the message to the documentation Manager. He did this two times over the course of about 10 or 15 minutes. Approximately 45 minutes after my attempt to communicate with the documentation Manager; I received the return call; and an explanation that the voicemail system for the documentation Manager was not working. I explained our situation; and inquired about any applicable policy. The documentation Manager informed me that there was no policy; emphasized that Medlink was the primary decision-making resource; and that ultimately I should exercise my judgement regarding the situation.I decided to consult with Medlink again; with an emphasis on obtaining advice concerning the appropriateness of beginning a flight after potential exposure of the passengers and crew. It was the judgement of the Medlink representative that there was negligible risk in continuing.We subsequently operated and completed the flight.




Synopsis: Air carrier Captain reported that during boarding they noted a child passenger had COVID-19 like symptoms; but at the time did not know what the correct protocol was to address the situation.