Passenger Service Employees 2016 – 2021 Agreement Between United Airlines and The International Association of Machinists And Aerospace Workers (IAMAW) 2016 - 2021 PASSENGER SERVICE AGREEMENT PREAMBLE This Agreement is made and entered into in accordance with the provisions of Title II of the Railway Labor Act, as amended, by and between United Airlines, Inc. (referred to in this Agreement as the “Company”) and the International Association of Machinists & Aerospace Workers (referred to in this Agreement as the “Union”) representing the employees comprising the craft or class of Passenger Service Employees as certified by the National Mediation Board in Case R-7313 on March 8, 2012. The Company and the Union pledge their best efforts to promote the highest degree of safety and customer service, operational efficiency, dignity and respect for employees working under reasonable conditions for competitive pay and benefits, and partnership between the Company and the Union dedicated to the success of United and its co-workers and stakeholders. This Agreement is designed to provide clear and understandable rules as to the expectations, rights and obligations of Passenger Service Employees, the Union, and the Company. To facilitate identification of provisions that govern specific terms and conditions or that may apply in various circumstances, the Agreement is organized as follows: . Article 1 – Classifications & Vacancies . Article 2 – Job Security . Article 3 – Compensation & Benefits . Article 4 – Hours of Service & Overtime . Article 5 – Vacation & Holidays . Article 6 – Leaves of Absence & Sick Leave . Article 7 – Seniority . Article 8 – Union Representation . Article 9 – Investigations, Grievances and Arbitration . Article 10 – General and Miscellaneous . Article 11 – Effective Date and Duration i 2016 - 2021 PASSENGER SERVICE AGREEMENT LOA TABLE OF CONTENTS LOA # TITLE PAGE 1 Implementation LOA#1-1 2 Lump Sum Payment LOA#2-1 3 2014 Special Enrollment Removed 4 IAM Board Of Directors Seat LOA#4-1 5 Full-Time Commitment Fleet & Stores Only 6 LAX & SFO Staffing Commitment LOA#6-1 7 CSR’s Bidding Fleet Service Or Passenger LOA#7-1 Service Positions 8 Operations Coordinators Transfer To Passenger LOA#8-1 Service Agreement 9 Job Protections LOA#9-1 10 Restoration Of Benefits And Work Rules LOA#10-1 11 Tool Room Protection Storekeepers Only ii 2016 - 2021 PASSENGER SERVICE AGREEMENT ARTICLE 1 CLASSIFICATIONS & VACANCIES ARTICLE 1: CLASSIFICATIONS & VACANCIES A. Classifications and Positions 1. Each employee is assigned to a classification and a position within that classification. Classifications covered by this Agreement may include, but are not limited to: Customer Service, Baggage Resolution Center, Airport Support Services, Customer Services Clerk, Valet Room Attendant, Reservations, and City Ticket Office. 2. Positions within a classification may be established in 3 categories: basic, Lead or Specialty positions. The basic position is the primary function within a classification. Lead and Specialty positions are dedicated functions or responsibilities that require leadership or special skills closely aligned with the basic position. Each classification and/or position may have a Lead role as determined by the Company. Employees covered by this Agreement may be assigned to perform duties across classification lines and to give instruction and on the job training to employees in the same or other classifications, regardless of the specific position they hold. An employee who possesses or obtains a language qualification may be required to use such skill in the course of performing their assigned duties. Positions covered under this Agreement, and brief descriptions of the work performed, may include, but are not limited to, the following: a. Customer Service Representative (CSR) is a basic position within the Customer Service classification. CSRs provide airport customer contact and assistance, and perform operational duties in specific areas, including but not limited to: Lobby, gate, domestic and international arrivals and departures, concourse, customs, operations center, baggage service, operations planning, and service recovery. In the absence of assigned specialty positions at a location, CSRs may be required to fulfill these functions. (i) Lead Customer Service Rep (Lead CSR) is a Lead position within the Customer Service classification. A Lead CSR supports and assists in leading others, planning, coordinating, instructing, training or on the job training, and delegating tasks and assignments within the Customer Service classification, while also performing CSR work. (ii) Specialty Positions Where designated by the Company, Specialty positions within the CSR classification may include but are not limited to: Global Services, United Club, Concierge, Interpreters, Centralized Help Desk, Station Operations Representative, and Aircraft Appearance Coordinators. Specialty positions will include specific qualifications and selection criteria. b. The following are additional classifications and basic positions under this Agreement focused on servicing airport Locations, each of which may have a Lead position within the classification: 1-1 2016 - 2021 PASSENGER SERVICE AGREEMENT ARTICLE 1 CLASSIFICATIONS & VACANCIES (i) Baggage Resolution Center (BRC) is a basic position within the Baggage Resolution Center classification that provides customer and airport support with baggage related issues throughout the network from a centralized facility. BRCs performing this function are required to undergo a selection process to determine whether they are qualified for the position. (ii) Airport Support Services Rep (ASR) is a basic position within the Airport Support Services classification that performs work which includes the following support functions: Cargo Reservations; Cargo Rep Internal Support (CRIS); Cargo Support Desk (CSD); Cargo Sales Agent (CSA)/ Air Freight Reps (AFR); Cargo Sales and Service Reps (CSSR); and Regional Key Account Reps (RKAR). ASRs performing this function are required to undergo a selection process to determine whether they are qualified for the position. (iii) Customer Services Clerk (CSC) is a basic position within the Customer Services Clerk classification that provides basic assistance to customers in CSR functions at locations allocated by the Company, except making or changing reservations or processing transactions through the Company’s Passenger Service System. (iv) Valet Room Attendant (VRA) is a basic position within the Valet Room Attendant classification that performs a variety of tasks at an airport allocated by the Company by providing assistance outside the Customer Service Representative classification to premium customers in areas such as an arrivals lounge, First Class lounge, or United Club. c. Reservations Sales and Service Representative (RSSR) is a basic position within the Reservations classification. RSSRs work in a variety of customer contact sales and service areas, which may include but not limited to: Domestic, international, premium, Mileage Plus, rate desk, global services, and specialty sales and service; Advanced and current day customer recovery support; Language desks; and Internet reservations work. (i) Lead RSSR (LD RSSR) is a Lead position within the Reservations classification. A Lead RSSR supports and assists in handling complex customer issues and escalations, leading others, planning, coordinating, instructing, training or on the job training, and delegating tasks and assignments within the Reservations classification, while also performing RSSR work. (ii) Specialty Positions Where designated by the Company, Specialty positions within the RSSR classification may include but are not 1-2 2016 - 2021 PASSENGER SERVICE AGREEMENT ARTICLE 1 CLASSIFICATIONS & VACANCIES limited to: Global Services. Specialty positions will include specific qualifications and selection criteria. d. Reservations Remote Agent (RRA) is a basic position within the Reservations classification that serves as an RSSR from a location other than a Company facility, such as the employee’s home. RRAs are limited to certain jurisdictions, prior experience as an RSSR, and other selection and logistical requirements. e. City Ticket Office Representative (CTO) is a basic position within the City Ticket Office classification that provides customer reservations or ticketing support to customers at locations allocated by the Company. CTOs may be required to undergo a selection process to determine whether they are qualified for the position. 3. The parties will establish a committee with 3 members chosen by the Company and 3 members chosen by the Union in order to discuss, determine, and review the application of selection criteria for Specialty Positions covered by this Agreement. No later than 30 days after the date of signing of this Agreement, the Committee will meet to establish a mutually agreeable selection process. The committee will meet at least twice a year. B. Locations and Points As used in this Agreement, a Location is defined as a Company facility with the same station/location or building designator codes, and a Point is defined as combined Locations within a geographical area as follows: Chicago Point: Includes CHI, MDW, ORD, OPC and WHQ. Hawaii Point: Includes HNL, ITO, KOA, LIH and OGG. Los Angeles Point: Includes BUR, LAX, ONT and SNA. Miami Point: Includes FLL, MIA and PBI. New York Point: Includes EWR, JFK, LGA and HPN. San Francisco Point: Includes OAK, SFO and SJC.