agreement by and between southwest airlines co. and international

AGREEMENT

BY AND BETWEEN

SOUTHWEST AIRLINES CO.

AND

INTERNATIONAL ASSOCIATION OF MACHINISTS

AND AEROSPACE WORKERS, AFL-CIO

Eective December 15, 2022

Through December 14, 2027

INDEX

TITLE

ARTICLE

PAGE

Classifications

Five

Definitions

Four

Duration and Termination

Twenty-Eight

120

Filling of Vacancies

Eleven

General and Miscellaneous

Eighteen

Grievance Procedure and System Board of

Adjustment

Twenty

Group Insurance Benefits

Twenty-Four

110

Holidays/Flexible Time Off

Twenty-Two

103

Hours of Service

Six

Leaves of Absence

Twelve

Moving Expenses

Twenty-One

101

Overtime

Seven

Part-Time Employees

Ten

Preamble

Profit Sharing/401(K)

Twenty-Five

111

Purpose of Agreement

One

TITLE

ARTICLE

PAGE

Reduction in Force

Fifteen

Relief Agent/Representative

Twenty-Six

112

Safety and Health

Seventeen

Saving Clause

Twenty-Three

109

Scope of Agreement

Two

Seniority

Eight

Severance Pay

Sixteen

Sick and Occupational Injury Pay

Thirteen

Status of Agreement

Three

Training

Nine

Uniforms

Nineteen

Union Membership - Check-off/Dues/Maintenance

Twenty-Nine

121

Vacations

Fourteen

Wage Rules

Twenty-Seven

114

Letter of Understanding No. One – Effective Dates

126

Letter of Understanding No. Two – Remote Representatives

127

Letter of Understanding No. Three – Shift Bid Release

129

Letter of Understanding No. Four – Split Shifts

130

iii

TITLE

ARTICLE

PAGE

Letter of Understanding No Five – Hours of Operation

131

Letter of Understanding No. Six – Overtime Equalization

132

Letter of Understanding No. Seven – Customer Service Contract Lead

133

Letter of Understanding No. Eight – Temporary Assignments

135

Letter of Understanding No. Nine – SOS Time off Program

136

Letter of Understanding No. Ten – CS&S Notification Process For Reps That

Have Signed Out Or Are Not Working Before The Mandatory Overtime

142

Letter of Understanding No. Eleven – Pay Progression for Step 0 Employees

144

AGREEMENT

BY AND BETWEEN

SOUTHWEST AIRLINES CO.

AND

INTERNATIONAL ASSOCIATION OF MACHINISTS

AND AEROSPACE WORKERS, AFL-CIO

PREAMBLE

This Agreement is made and entered into in accordance with the provisions of the Railway

Labor Act, as amended, by and between Southwest Airlines (hereinafter referred to as the

"Company") and Airline District 142 of the International Association of Machinists and

Aerospace Workers, AFL-CIO (hereinafter referred to as the "Union") representing the class

and craft of employees recognized by the Railway Labor Act as being Customer Service

employees.

ARTICLE ONE

PURPOSE OF AGREEMENT

A. The purpose of this Agreement is, in the mutual interest of the Company and

employees, to provide for the operation of the service of the Company under methods which

will further, to the fullest extent possible, the well-being of Southwest passengers, the

efficiency of operation, and the continuation of employment under safe and reasonable

working conditions. It is recognized to be the duty of the Company, the employees, and the

Union to cooperate fully for the attainment of these purposes.

B. No employee covered by this Agreement will be interfered with, restrained,

coerced, or discriminated against by the Company, its officers or agents because of

membership in or lawful activity on behalf of the Union; nor shall either the Company, its

officers or agents or the Union, its officers or agents unlawfully discriminate against any

employee because of race, color, creed, national origin, sex, sexual orientation, religion,

handicap, age, disability (including the Americans with Disabilities Act) or veteran status.

C. The Company agrees to abide by the Family and Medical Leave Act, as it may

be amended from time to time, for all eligible employees in the bargaining unit.

ARTICLE TWO

SCOPE OF AGREEMENT

A. The Union is recognized by the Company as the sole and exclusive bargaining

agent for the employees of the Company based in the United States, its territories and

possessions, who comprise the class and craft of Customer Service employees, as certified

by the National Mediation Board on June 28, 1982 in Case No. R-5302.

B. All work performed by the Company, as described in the classification and work

requirements in Article Five of this Agreement, is recognized as coming within the jurisdiction

of the Union and is covered by this Agreement.

C. Any new job classification coming within the scope of the class and craft

described above in paragraph A. of this Article is recognized as coming under the jurisdiction

of the Union and is covered by this Agreement. Such new job classification and the rates of

pay for such new job classification will be negotiated between the Company and the Union.

Any disagreement between the Company and the Union as to whether a new job classification

comes within the scope of the class and craft shall be subject to arbitration in accordance with

Article Twenty.

D. The Company agrees that all positions and work performed by the employees

covered by this Agreement and in effect on the date of signing of this Agreement belong to

the employees covered hereby, and that whenever the work is performed on the Company's

system, it will be performed by Southwest Airlines employees covered by this Agreement.

However, the parties agree that the Company may contract out work at any new station or

location where facilities and equipment cannot be obtained.

At such time as the Company is able to obtain its own facilities and equipment, the

Company will use Southwest employees covered by this Agreement. The Company shall not

contract out work when such contracting out results in a reduction in force for any employee

covered by this Agreement. One classification must be established at a new station under

this Agreement (except as outlined in Article 5, Paragraph 3).

E. Supervisor/Team Leaders are not covered by this Agreement but may assist

during irregular operations, with the understanding that the intent is for a Supervisor/ Team

Leader to direct, train, evaluate agent/representative performance, and support the operation

by managing and directing the workforce. A Supervisor /Team Leader may not replace any

covered employee or cover a scheduled line/shift. A Supervisor's/ Team Leader’s schedule

may not be altered to prevent payment of overtime to a covered employee. And a Supervisor/

Team Leader may not accept an overtime assignment, except as a last resort, an agent may

give away a mandatory overtime assignment to a Supervisor/ Team Leader. At

management's discretion and approval, an agent may give away their shift to a Supervisor/

Team Leader and the following will apply:

1. The agent should, when time permits, make the shift trade available to

other covered employees prior to offering it to a Supervisor.

2. Supervisors that enter into a shift trade will be required to perform the

work of that covered employee for the entire shift.

3. When a Supervisor is working for an agent they will be the first employee

to be involuntarily extended, if the need arises, on that shift.

F. Employees covered by this Agreement shall be governed by all reasonable

Company rules, regulations and orders previously or hereafter issued by proper authority of

the Company which are not in conflict with the terms and conditions of this Agreement and

which have been made available to the affected employees as soon as practical prior to

becoming effective; with a copy of such rules, regulations and orders to District 142 as soon

as practicable.

G. The right to manage and direct the working forces, subject to the provisions of

this Agreement, is vested in and retained by the Company.

ARTICLE THREE

STATUS OF AGREEMENT

A. It is expressly understood and agreed that when this Agreement is accepted

by the parties and signed by their authorized representatives, it will supersede any and all

Agreements existing or previously executed between the Company and the Union affecting

the employees covered hereunder.

B. It is further understood and agreed that all provisions of this Agreement shall

be binding upon the successors or assigns of the Company. In case of consolidation or

merger, representatives of the Company and the Union will meet without delay and negotiate

for proper provisions for the protection of employee seniority and other property rights.

ARTICLE FOUR

DEFINITIONS

A. Employee as used in this Agreement shall mean the employees in the units

described to designate any employee referred to herein, whether male or female.

B. A week shall consist of seven (7) consecutive day periods commencing at 0001

Sunday morning.

1) An eight (8) hour day work week consists of a seven (7) day period with

five (5) consecutive eight (8) hour days of work, exclusive of a meal

period, and two (2) consecutive days off;

2) A ten (10) hour day work week consists of a seven (7) day period with

four (4) ten (10) hour days of work, exclusive of a meal period, and three

(3) consecutive days off.

C. A day shall be a twenty-four (24) hour period beginning at midnight.

1) An eight (8) hour work shift, except as otherwise provided herein, shall

consist of eight (8) hours exclusive of a meal period.

2) A ten (10) hour work shift, except as otherwise provided herein, shall

consist of ten (10) hours exclusive of a meal period.

D. Month as used herein means the period from the first day to and including the

last day of each calendar month of the year.

E. ”TOWOP” Time shall mean staffing time off without pay taken by agreement

between the Company and the employee as operational needs permit. The Company will

determine which shifts, if any, will be offered TOWOP, and may take into account extenuating

circumstances and/or emergency circumstances in offering TOWOP. However, to the extent

practical, seniority by shift and overtime status will be considered in offering TOWOP.

F. It is understood wherever in this Agreement employees or jobs are referred to

in either gender, it should be recognized as referring to both male and female employees.

G. “DAT” as used in this agreement shall mean day at a time vacation.

H. "FTO" as used in this agreement shall mean Flexible Time Off.

I. “HAT” – On an Employee’s scheduled work day, employees will be allowed to

request hour-at-a time vacation, subject to the approval of their supervisors, on a first come,

first served basis.

J. International Seals - United States Customs and Border Protection-issued

documents are required to work international flights (see Article 18, Paragraphs Q-S).

K. “STK” as used in this agreement shall mean Self Tagging Kiosk.

L. “Tour of Duty” as used in this agreement shall mean work performed on the

day during which the employee’s regular shift bid, traded shift, or overtime assignment

begins.

ARTICLE FIVE

CLASSIFICATIONS

1. CUSTOMER REPRESENTATIVE

A. Such duties shall include, but not be limited to: receive inquiries concerning air

travel and furnish information regarding fares, schedules, routings, flights, and other facilities;

determine and recommend the service which meets the customers' needs; verify availability

of space and confirm reservations; record customer information for office records and make

appropriate changes upon receipt of ticketing, cancellation, and other pertinent information;

answer inquiries regarding flight arrivals, cancellations, and delays; handle customer re-

accommodation needs when directed; basic booking or releasing of space for maximum

usage and the maintenance of general records of space utilization and availability; perform

the duties necessary to support reservations sales and special services, and perform such

other duties as may be assigned relative to the operation of an airline; assist as an

informational support to customer service and airport operations; assist with customer sales

and service initiatives to support the Company when directed and/or deemed necessary. A

Customer Representative will maintain a workable knowledge of and keep current of

information that is pertinent to the job. It shall be a responsibility of the Customer

Representative to keep his assigned position in a clean, neat and orderly fashion at all times

while on duty.

B. Employees within the Customer Representative classification may be

designated as Service Coordinators. Service Coordinators shall be responsible for

performing certain "help desk" duties as assigned by the Company which support Customer

Representatives in their duties as well as the operation of Customer Support & Services

Centers. It is specifically understood that Service Coordinators will not perform duties which

are exclusively the rights of management. In the selection of Service Coordinators, where

employees' qualifications are deemed equal, classification seniority shall be considered.

C. Separate bids can be established within the Customer Representative

classification for the purpose of accommodating additional customer service channels. This

may require Employees to meet skill standards or other criteria as determined by the

Company. Where employees’ qualifications are deemed equal, classification seniority shall

be considered.

1) The Company and the International Association of Machinists District

142 agree to the importance of specialty groups at designated Center(s)/Locations to

service the growth of Southwest Airlines and its employees. An employee within the

scope of this agreement who bids or is hired into a specialty group will be required to

remain for a minimum of one year not to exceed a three (3) year maximum.

2) Representatives in specialty groups will be responsible for handling

their specialty as their primary assignment. Specialty group Customer Representatives

may sign up for overtime in the general sales area if overtime is not available within

the specialty group bid. Specialty group Customer Representatives will be eligible to

pick-up shifts in general sales.

D. It is understood and agreed that it is not the intention of the Company to transfer

any of the functions which have historically been performed for external Customers by

Customer Representatives to Source of Support or Customer Relations Rapid Rewards. Nor

is it the intention of the Company to transfer any of the functions which have historically been

performed for external Customers by Customer Representatives, such as booking of groups

of ten or more passengers, booking international flights, electronic communications regarding

reservations or re-accommodating bookings.

E. Southwest Airlines management and the International Association of

Machinists District 142 share in the commitment to meet and discuss future CS&S technology

initiatives and how these may impact the daily functions of CS&S Representatives.

Furthermore, it is the intent of the Company to utilize our CS&S Representatives, when

feasible, to continue to focus on and support our Customer Service commitment.

F. The parties have agreed to maintain a bilingual Customer Representative bid

within the Customer Representative classification at designated Center(s) for the purpose of

providing quality customer service to our bilingual speaking customers.

1) There will be established within the Customer Representative

classification, a bilingual Customer Representative bid at designated Center(s).

2) The Company will be responsible for determining the designated

Center(s), the hours of operation, and the staffing needs necessary to accommodate our

bilingual speaking customer needs.

3) To be eligible for the bilingual Customer Representative bid, Customer

Representatives shall be language qualified. Language qualified Customer Representatives

are defined as those employees who have met the criteria for bilingual proficiency. Bilingual

Customer Representatives are defined as those language qualified Customer

Representatives who are in the bilingual Customer Representative bid.

4) Except as set forth herein, the provisions of the basic collective

bargaining agreement between the parties and all other applicable Company/Department

guidelines will apply.

5) Bilingual Customer Representatives will be expected to perform the full

range of duties regularly assigned to Customer Representatives in the Customer

Representative classification.

6) Representatives in the bilingual Customer Representative bid will be

responsible for handling bilingual call volume as the priority assignment.

7) Bilingual Customer Representatives will bid their work schedules,

vacations, Flexible Time Off and holiday bids separately from the general Customer Support

& Services area at the respective Center(s).

8) Overtime assignments will be awarded and paid at the designated

Center(s) as outlined in Article Seven of this Agreement, however, overtime needs will be

filled first within the bilingual Customer Representative bid at the Center(s) and second to any

qualified Customer Representative outside of the bid at the Center(s).

9) Bilingual Customer Representatives may sign up for overtime in the

general Customer Support & Services area if overtime is not available within the bilingual

Customer Representative bid. Bilingual Customer Representatives will be last in the order of

assignment for general sales overtime as outlined in Article Seven of this Agreement.

10) All trading options outlined in Article Six of this Agreement will be

applicable only within the bilingual Customer Representative bid. In addition, bilingual

Customer Representatives will be eligible to pick-up shifts in general sales, less the bilingual

premium.

11) When a full-time or part-time vacancy occurs within the bilingual

Customer Representative bid it will be filled in the following order:

a. Bilingual Customer Representatives in the bilingual Customer

Representative bid within that Center desiring to change status.

b. Language qualified Customer Representatives in the same

status (i.e. full-time or part-time) within that Center.

c. Language qualified Customer Representatives desiring to

change status within that Center.

d. Language qualified Customer Representatives in the same

status (i.e. full-time or part-time) from the Customer Support & Services Department.

e. Language qualified Customer Representatives desiring to

change status from the Customer Support & Services Department.

f. Language-qualified employees within the scope of this

agreement, per Article Eleven Paragraph I of this Agreement.

g. New hire employees.

12) Customer Representatives moving to and/or from the bilingual

Customer Representative bid cannot disrupt the vacation schedule already bid, but may

exercise their seniority at that time to bid for whatever periods are available. Should there be

a more than ten (10) percent increase in headcount in specialty/bilingual Customer

Representatives in any location, the number of DAT days will be recalculated in accordance

with Article 14, Section 2, Paragraph B of this Agreement in said location.

13) In the event of a reduction of force, seniority shall be used in accordance

with Article Fifteen of this Agreement.

14) TOWOP will be awarded within the bilingual Customer Representative

bid as outlined in Article Four of this Agreement; however, if general Customer Support &

Services is not adequately staffed to handle the daily call volume, Customer Representatives

within the bilingual Customer Representative bid will assist with those calls before TOWOP

is awarded.

15) Designees from both parties will meet as necessary to discuss and

attempt to resolve any issues concerning the bilingual Customer Representative bid.

Agendas will be exchanged between the parties prior to the meetings in order to facilitate

the discussions.

G. In the event that a Customer requires language proficiency beyond the scope

of the current agreement, or in the event of excess demand, the Customer Representative

will use translation services to assist them with the transaction. Once demand for any given

language reaches two (2) percent of overall call volume over a rolling 180 day period, the

Company will maintain a specialty desk for said language.

2. CUSTOMER SERVICE AGENT

A. The work of a Customer Service Agent includes the functions which have been

historically performed by Customer Service Agents at Southwest Airlines' stations and

includes, but is not limited to, any or all of the following:

1) Provides total customer service to all people desiring to use customer

or cargo service by being attentive to their needs and politely handling their inquiries promptly,

completing required transactions.

2) Operates mechanical and electronic devices to handle ticketing and

reservation transactions including restocking ticket stocks at gates, kiosks, STK’s, and ticket

counters.

3) Charges and collects the proper fares, completes invoices, receipts and

other documents needed to record ticketing and air cargo sales.

4) Books reservations, makes cancellations and changes to reservations,

as required.

5) Maintains positive control over cash drawer and funds assigned and

prevents overages/shortages by careful attention to duties so that accuracy is maintained.

6) Properly completes daily ticket report and cash drawer closeout.

7) Completes forms and reports as required by Company rules and

procedures.

8) Properly maintains and wears the uniform and all its components as

required by Company regulations and presents a neat, attractive appearance at all times while

on duty.

9) Deals with mishandled customers as a result of oversales; delayed or

canceled flights; lost, delayed or damaged luggage to resolve such problems quickly and in

keeping with Company policy.

10) Has a good working knowledge of the currently effective Company

tariffs and customer/cargo procedures.

11) Professionally handles the ticketing, check-in and boarding of all

Southwest Airlines' domestic and international customers quickly and accurately while

maintaining a pleasant manner and providing friendly and efficient service.

12) Provides current and accurate fare, schedule, reservations, flight

arrival/departure information and answers to all other general inquiries from customers and

other visitors to the airport terminal.

13) Provides assistance as required to customers at kiosks, STKs, and

other checkin locations.

14) Customer Service Agents will have oversight for Unaccompanied

Minors/youth supervision to the extent that the Customer experience allows and recognizing

that other Southwest Employees may need to assist on occasion.

15) Where Skycap service is provided at airports with sixty (60) or more

Southwest flight departures per day and in those other stations that are serviced by

Southwest Airlines Skycaps, Customer Service Agents will be responsible for curbside

Customer checkin.

B. Southwest Airlines management and the International Association of

Machinists District 142 share in the commitment to meet and discuss future Ground

Operations technology initiatives and how these may impact the daily functions of Customer

Service Agents. Furthermore, it is the intent of the Company to utilize our Customer Service

Agents, when feasible, to continue to focus on and support our Customer Service

commitment.

3. CUSTOMER CONTRACT SERVICE LEAD

A. In stations within the United States, its territories and possessions, the Company

may elect to contract with third parties for the performance of covered work for seasonal

flying or station openings. In those stations, a Customer Contract Service Lead (CCSL) will

be utilized, as defined in Letter of Understanding Number Seven. The Company shall notify

the Union of its intent to utilize a Customer Contract Service Lead.

B. The work of a Customer Contract Service Lead includes functions which have

been historically performed by Customer Service Agents at Southwest Airlines' stations and

includes, but is not limited to, any or all of the following:

1) Oversight of operational performance.

2) Preparation and filing of documents.

3) May represent Southwest Airlines in required meetings with Airport,

Vendor, Partner and business meetings.

C. The Customer Contract Service Lead will not be responsible for Southwest

Airlines employment decisions and/or the administration of discipline.

D. The selection process shall give preferential consideration to those under this

agreement. The selection and de-selection of candidates for the duties and responsibilities

described herein will be solely at the discretion of the Company.

4. SOS REPRESENTATIVE

A. Such duties shall include, but not be limited to: effectively handling internal

Customer inquiries, providing information and support regarding multiple Southwest Airlines

computer applications and systems. Receives internal inquiries concerning air travel and

furnishes information regarding fares, schedules, routings and flights. Provides workarounds

to software application errors and when necessary escalates “high impact”. Gathers

information related to the call by using multiple applications. Accurately documents and

reports this information using the appropriate tracking system. Provides support to internal

customers needing assistance with re-accommodation. Works multiple queues and

spreadsheets to resolve problem records, submits refunds, manages customer funds, and

processes charter bookings. (It is understood that Employees from Technology or CS&S

Project Support may work the production queues to troubleshoot technical errors.) Performs

the duties necessary to support other departments. Performs other duties as may be assigned

relative to the operation of the airline. Supports Company initiatives when directed and/or

deemed necessary. Maintains knowledge pertinent to the job. Keeps his work area in a clean,

neat and orderly fashion at all times while on duty.

B. Employees within the SOS Representative classification may be designated as

Temp Supervisor/Temp Specialists. Temp Supervisor/Temp Specialists shall be responsible

for performing certain duties as assigned by the Company which support SOS

Representatives in their duties as well as the operation of Source of Support. It is specifically

understood that Temp Supervisor/Temp Specialists will not perform duties which are

exclusively the rights of management. In the selection of Temp Supervisor/Temp Specialists,

where Employees' qualifications are deemed equal, classification seniority shall be

considered.

C. Separate bids can be established within the SOS Representative classification

for the purpose of accommodating additional customer service channels. This may require

Employees to meet skill standards or other criteria as determined by the Company. Where

Employees’ qualifications are deemed equal, classification seniority shall be considered.

D. Southwest Airlines management and the International Association of

Machinists District 142 share in the commitment to meet and discuss future SOS technology

initiatives and how these may impact the daily functions of SOS Representatives.

Furthermore, it is the intent of the Company to utilize SOS Representatives, when feasible,

to continue to focus on and support the Customer Service commitment.

E. It is understood and agreed that it is not the intention of the Company to transfer

any of the functions which have historically been performed by SOS Representatives.

5. GENERAL PROVISIONS FOR ALL CLASSIFICATIONS

A. Employees within a classification may be designated as Training Coordinators.

A Training Coordinator shall be responsible for assisting with on-the-job and classroom

training programs, as assigned by the Company. The Company shall have the right to create

all training materials, methods and programs and to select qualified employees to fill the

position when necessary. In the selection of Training Coordinators, where employees'

qualifications are deemed equal, classification seniority shall be considered.

B. It is mutually understood and agreed that under normal working conditions, SOS

Representatives will perform internal Customer Service, Customer Representatives will

perform the reservation service function, and Customer Service Agents will perform the

customer service function. However, cross utilization will be allowed when sufficient

personnel of a specific job title are not available, or during an emergency situation.

C. When support for projects is needed by the Ground Operations and/or

Customer Support & Services groups, the Company may assign employees as temporary

support for the duration of a project, not to exceed six months in a twelve month period. The

Company shall have the right to select qualified employees to fill such positions. In the

selection of employees, where qualifications are deemed equal, classification seniority shall

be considered. Prior to the selection process taking place, the Company shall notify the

employees of the targeted location(s) and the Union regarding the specifics of the scope of

work and the expected duration of the project.

D. It is further understood and agreed that the Company has always recognized

that the best customer service is provided at the point of initial contact. Therefore, it is the

Company’s intent to provide Customer Representatives, Customer Service Agents, and SOS

Representatives with the necessary training and tools to provide quality customer service to

our external customers.

ARTICLE SIX

HOURS OF SERVICE

1. CUSTOMER REPRESENTATIVE

A. Time worked in any tour of duty including holidays and overtime shall be

considered as work performed on the day during which the employee's regular shift began.

B. Except as herein provided an eight (8) hour work day exclusive of a meal

period, shall constitute a day's work and five (5) days of work within a week shall constitute a

week's work for the employees covered by this Agreement. A ten (10) hour work day, except

as herein provided shall consist of ten (10) hours exclusive of a meal period and four (4) days

of work within a week shall constitute a week’s work for employees covered by this

Agreement. One-half (½) hour meal periods shall be scheduled to begin no earlier than one

hour before or no later than one hour after the middle of the shift. Eight (8) hour work days

will receive two (2) paid breaks, each are fifteen (15) minutes in duration. Ten (10) hour work

days will receive three (3) paid breaks, each are fifteen (15) minutes in duration. Breaks,

inclusive of meal periods will be spaced no more than three hours apart from the end of the

prior break and the first break will not begin prior to one and a half hours (1:30) from the

beginning of the shift.

FULL-TIME BREAK START TIME EXAMPLES

SHIFT

TYPE

SHIFT

MIDDLE

OF THE

SHIFT

PAID

BREAK

UNPAID

LUNCH

PAID

BREAK

PAID

BREAK

8 Hour

0900-1730

1315

1030-1200

1215-1415

1415-1615

None

10 Hour

0900-1930

1415

1030-1200

1315-1515

1515-1715

1715-1830

All part-time Employees should refer to Article 10, Section 1, Paragraph O.

A Customer Representative required to take an early or late lunch will be paid an

additional one-half hour at the straight time rate. A Customer Representative required to

forego their lunch period will be paid an additional one-half hour at the rate of time and one-

half. Where one-hour lunch periods are scheduled, the Customer Representative will be paid

at the applicable straight time or time and one-half rate.

C. Meal periods shall be paid for employees whose work shifts begin at 6:00 P.M.

up to and including 4:00 A.M. start times.

D. Employees will be scheduled for at least two (2) consecutive days off in each

of their work weeks. Saturday and Sunday will be considered as consecutive days off for this

purpose. Ten (10) hour shift employees will be scheduled for at least three (3) consecutive

days off in each of their work weeks. Saturday, Sunday, Monday will be considered

consecutive days off for this purpose. Part-time Employees should refer to Article 10,

Paragraph D.

E. Work schedules will be bid as often as required but shall be bid at least five (5)

times per year. Each bid shall be for a minimum period of twenty-eight (28) days and will,

where possible, become effective at 0001 Sunday morning. Each bid shall indicate the

starting and tentative ending dates of the work schedule. The ending date may be changed

due to an unexpected change in flight activity or because of employee(s) returning from

approved leave(s) of absence. A minimum of seven (7) calendar days' notice will be given

on shift bids, and there shall be no rebid on less than seventy-two (72) hours' notice. When

shifts are posted for bid, a bid closing date will be so indicated on the bid sheet. Nothing in

this Agreement shall prevent the Company from assigning shifts and days off to new hire

probationary employees; however, thirty (30) calendar days after the employee returns from

initial training, probationary employees shall bid shifts per their seniority on the next scheduled

bid. An employee who returns from an approved leave of absence will be allowed to exercise

his seniority for shifts and days off.

An employee will file a permanent shift and day off bid in triplicate or electronically. If

filed in triplicate, the copies will be distributed to the Company and shop steward, and the

employee will retain one copy. Once on file with the Company, the bid will stand as the

employee's official bid. If an employee wants to change his bid he may do so at any time, and

will do so if shifts are changed. All bids on file one day before the bid closing date will be

considered. Any employee who does not have a bid on file will be assigned to a shift and

days off after bids are awarded. If more than one employee is to be assigned, the remaining

available shifts and days off will be offered in order of seniority.

F. A full-time employee (except those on unpaid leave of absence) who is excused

from work on a designated holiday will receive a bonus as outlined in Article 22 of eight (8)

hours at his/her regular rate of pay. A full-time ten (10) hour employee (except for those on

unpaid leave of absence) will receive a bonus as outlined in Article 22 at his or her regular

rate of pay if the holiday falls on his or her regularly scheduled work day; but if the holiday

falls on his/her regularly scheduled day off, the employee will receive eight (8) hours at his/her

regular rate of pay. Part-time Employees should refer to Article 22, Section 1, Paragraph C.

G. The Company agrees that if it establishes a work shift with starting hours

between 1:00 A.M. and 5:00 A.M. that for those hours falling within 1:00 A.M. and

5:00 A.M. the employee shall be paid time and one-half his regular base rate of pay.

H. The regular shift assignments will be prepared and posted at each location as

early as possible but at least five (5) calendar days in advance of becoming effective.

I. An employee absent during his normal work day for the purpose of serving as

a juror or as a witness on behalf of the Company shall be entitled to his regular pay for the

number of authorized days off, or previously approved shift trades. Employees will not be

required to work beyond midnight but will receive pay for the balance of their scheduled shift

if the employee is required to report for jury duty the next morning. Whenever the employee

is released from jury service he shall be allowed ten (10) hours rest before reporting back to

work. An employee receiving a summons shall notify his supervisor immediately and shall

provide his supervisor with written proof of time spent on jury duty with actual dates and hours

of service. When jury duty extends two full weeks or more, the employee will be given the

option to have his work schedule adjusted during the second and following weeks so that the

employee receives two days off per week. If the employee takes this option, he will not be

eligible for overtime on the adjusted days off.

J. Customer Representatives will be allowed a five (5) minute work readiness

allowance (included in their schedule metrics) during the regular shift.

K. The trading of a work shift or day off between employees within the same

classification will be permitted if requested in writing or electronically and signed by the

employees involved and will be approved and acknowledged in writing or electronically by the

Company. Once a training shift and/or Leadership-assigned meeting has been assigned to

an employee, the employee is responsible to work that portion of their shift. Eligible

employees shall be entitled to an unlimited number of trades and pickups each month.

Eligible employees may give away their full shift a maximum of thirty (30) times per calendar

quarter. Additionally, the Company shall confirm that the employees involved are capable of

performing the job function traded. Trades may be submitted for approval up to the start of

the first intended trade. If electronic trading is unavailable, trades submitted for approval after

20:00 hours the day prior to the first intended trade may be approved if time permits.

Employees who trade become responsible to work the shift so agreed to as if it were part of

their shift assignment. Employees who have agreed to work for other employees under this

Article must work the day or shift as agreed. Partial shift trades will be permitted in fifteen

(15) minute increments with a minimum of fifteen (15) minutes traded.

1) The giving away of a work shift may be permitted when agreed to by

employees subject to the approval of the Company. It should be expressly understood that

the Company in each case (paragraphs K. and K.1) will pay the employee who performed the

work straight time for the hours actually worked.

2) Employees shall be responsible for collecting days off or performing

work due per the Agreement.

3) Shift trades or a giveaway of a work shift will not be restricted within the

same work week. All trade agreements and shift giveaways must be in writing or entered

electronically and signed by all parties involved to be considered valid. Thirty (30) calendar

days after a Customer Representative completes initial training, he/she may give away or

trade a shift. Every person who commits himself to work another shift other than his own will

be required to show up on time and cover the entire shift. In the event an employee is tardy

for a shift trade he will be subject to the attendance guidelines.

4) The employee who covers a shift will be paid at the rate of straight time

for such time worked.

Example 1: Employee A works for Employee B during the first pay

period of the month and Employee B in turn works for Employee A during the same pay period

RESULT - no one's paycheck will be adjusted.

Example 2: Employee A works for Employee B during the first pay

period of the month and Employee B does not repay the shift trade during the same pay

period - RESULT - Employee A will receive eight (8) hours additional straight time pay on the

check that he receives on the 20th of the month, and Employee B will receive eight (8) hours

less. Employee B can only recover the eight (8) hours straight time pay when he actually

works for Employee A at some future date.

Example 3: Employee A, whose regular shift is eight (8) hours per day,

works for Employee B whose regular shift is ten (10) hours per day during the first pay period

of the month and Employee B in turn works for Employee A during the same pay period

RESULT- Employee A will receive two (2) hours additional straight time pay and Employee B

will receive two hour less straight time pay.

Example 4: Employee A, whose regular shift is eight (8) per day, works

for Employee B whose regular shift is 10 (10) hours per day during the first pay period of the

month and Employee B does not repay the shift trade during the same pay period - RESULT

- Employee A will receive ten (10) hours additional straight time pay on the check that he

receives on the 20th of the month, and Employee B will receive ten (10) hours less. Employee

B can only recover eight (8) hours straight time pay when he actually works for Employee A

at some future date.

5) Employees required to work twelve (12) days in a row as a result of

mandatory overtime (excluding shift trades or pickups) will be given the choice to not work on

the 13

day, if scheduled to do so. If the Employee chooses to work on the 13

day, the

Company agrees to not issue mandatory overtime on the Employee’s next scheduled day off.

The employee off because of a shift trade (including partial shift trade) or the giving away of

a shift will not be eligible during those hours for overtime under Article Seven of this

Agreement. Overtime caused by the trading or giving away of a shift or a portion of a shift

shall be waived.

6) An Employee who works sixteen (16) or more consecutive hours as a

result of a shift trade or voluntary overtime assignment, will not be required to work more

than four (4) additional hours of mandatory overtime in conjunction with the sixteen (16)

hours, unless no one else is available.

7) It is understood that the shift/day trade provisions of this Article may not

be used to circumvent seniority as described in Article Eight of this Agreement.

L. Employees selected as Training Coordinators shall bid regular shifts and days

off as a part of the regular bid. However, such employees' shifts and days off may be adjusted

by the Company, as needed, for training requirements.

2. CUSTOMER SERVICE AGENT

A. Time worked in any tour of duty including holidays and overtime shall be

considered as work performed on the day during which the employee's regular shift began.

B. Except as herein provided, an eight (8) hour work day exclusive of a meal

period, shall constitute a day's work and five (5) days of work within a week shall constitute a

week's work for the employees covered by this Agreement. A ten (10) hour work day, except

as herein provided shall consist of ten (10) hours exclusive of a meal period and four (4) days

of work within a week shall constitute a week’s work for employees covered by this

Agreement. One-half (½) hour meal periods shall be scheduled to begin no earlier than one

hour before or no later than one hour after the middle of the shift. Paid breaks below are

fifteen (15) minutes in duration.

FULL-TIME BREAK START TIME EXAMPLES

SHIFT

TYPE

SHIFT

MIDDLE

OF THE

SHIFT

PAID

BREAK

UNPAID

LUNCH

PAID

BREAK

PAID

BREAK

8 Hour

0900-1730

1315

1000-1200

1215-1415

1415-1615

None

10 Hour

0900-1930

1415

1000-1200

1315-1515

1515-1715

1715-1830

All part-time Employees should refer to Article 10, Section 2, Paragraph P for breaks.

A Customer Service Agent required to take an early or late lunch will be paid an

additional one-half hour at the straight time rate. A Customer Service Agent required to forego

their lunch period will be paid an additional one-half hour at the rate of time and one-half.

Where one-hour lunch periods are scheduled, the Customer Service Agent will be paid at the

applicable straight time or time and one-half rate.

C. Meal periods shall be paid for employees whose work shifts begin at 6:00 P.M.

up to and including 4:00 A.M. start times.

D. Eight (8) hour shift employees will be scheduled for at least two (2) consecutive

days off in each of their work weeks. Saturday and Sunday will be considered as consecutive

days off for this purpose.

Ten (10) hour shift employees will be scheduled for at least three (3) consecutive days

off in each of their work weeks. Saturday, Sunday, Monday will be considered consecutive

days off for this purpose.

Part-time Employees should refer to Article 10, Paragraph D.

E. Work schedules will be bid as often as required but shall be bid at least five (5)

times per year. Each bid shall be for a minimum period of twenty-eight (28) days and will,

where possible, become effective at 0001 Sunday morning. Each bid shall indicate the

starting and tentative ending dates of the work schedule. The ending date may be changed

due to an unexpected change in flight activity or because of employee(s) returning from

approved leave(s) of absence. A minimum of seven (7) calendar days’ notice will be given