Q. Who do I notify if I’m stuck on a call at the end of my shift?

A. Send an email to and cc your manager. Indicate the time your shift was over, the time you finished your last call and the PNR in which you were stuck on.

Q. What happens if I’m running 5 mins late for work?

A. As per ART. 6.08.06, we are able to flex up to 15 minutes after the start of shift, example start time is 0900-1700, your are able to start anytime between 0900-0915. If flexing be sure to also add to the end time of your shift. If there are any restrictions on flex start times, the Company will advise at the start of a new bid. Please also keep in mind there is NO late or early flexing during training.

Q. I was involuntary scheduled off on a statutory holiday how does this affect my pay?

A. Art.13.02 Employees will be advised by posted bulletin listing each employee affected, at least twenty-one (21) days in advance of the Statutory Holiday, if the employee is not required to work on any Statutory Holiday, or, which day is being assigned as the day off with pay in accordance with Article 13.02.01. Failing such notice, the employees will be entitled to work as scheduled.

Q. If I’m forced off on Christmas and New Year’s Day will I still be eligible to receive the holiday travel pass incentive?

A. If you are scheduled off on Christmas and New Year’s Day by the company (a Santa icon on placed on your shift in total view) you will not be entitled to the holiday passes. However, you could pick up a shift to receive a holiday travel pass. Please note if your picking up a partial. The person working the first hour will receive the Holiday Pass.


Q. I noticed on my paycheque that I did not get credited the shift premium for working between 2300-0500. Who do I contact?

A. Art.5.08 – 4% Shift premiums is paid for all hours worked between 2300 and 0500. If this is not reflected on your paycheque please send an email to to be corrected.

Q. What is the process to call in a sick day?

A. If your calling in sick for your shift, please call the Sick Line at 1 (800) 755-6906. Please leave your name, employee number, date and the reason for your call. For example: if you’re sick you will use a Sick Day. For your dependent child, spouse or parents you would be calling in a Family Care Day. If you’re still unclear please contact the local union office.

Q. I noticed I didn’t receive my annual pay increase, who do I contact?

A. Any discrepancy in your pay cheques please contact the Employee Care Team at:

Telephone: 1-833-847-367 or Email:

Q. I noticed there’s an error on my Employee Travel Profile. How do I get this corrected?

A. If you noticed any errors in your Employee Travel Profile or you’re having issues with the pricing with Employee Travel. Please contact the Travel Care Team at: Telephone: 1 (833) 847-3675 8am – 6pm ET, Monday – Friday (Closed Sat-Sun, public holidays) Email: Anywhere in North America.

Q. I have a specialist appointment in the middle of my shift and unable to get a partial. What should I do?

A. You can download the medical RO form, have it signed by your manager and submit. You would be granted RO for the duration of your appointment.

Q. I’m having issues signing into the computer at the beginning of my shift. What should I do?

A. If your unable to sign into the INTERACTION application or the PCI at the beginning of your shift please contact your local manager if your are working in the office. If you’r working from home please contact YUL OPS at 1 800-755-6906. Option 2 and send and email to res ops at

Q. What steps should I take if I need to go on OFFLINE ACTIVITY to call a Customer back or work on a difficult file?

A. If you need to be on OFFLINE ACTIVITY to call a customer back or to work on a file, note the time you went offline, the time you finished the file, the PNR and Caller ID and send an email to and cc your local manager to be adjusted.

Q. My computer is frozen or is glitching, who do I notify?

A. If your in the middle of a file and your computer freezes or is glitching please contact YULOPS at 1 800-755-6906 Option 2.

Q. How do I apply for Family Responsibility Day (FR DAY)

A. If you need to apply for FR DAY send a request to and cc your local manger and indicate reason and person it pertains to.

Q. I’m currently working at RES/CJM and have requested a transfer to the Airport. What should I know?

A. As per ART. Where a change of location or base is involved the applicant has served in their present location for at least twelve (12) months. Please keep in mind if you choose to place your name on a transfer list (under Hr Connex) be sure that your transfer is valid by renewing your transfer before it expires(every 12 months). Once a Vacancy come available you will be notified and given 24 Hours to accept.

As per Art.12.02.03 New hires to a Call Centre and transfers from Airports, Customer Relations and CJM under Articles 12.01 and/or 12.02 to a Call Centre must remain in Call Centres for a minimum of twenty-four (24) months from date of entry.

If you were recalled from layoff your residency is 12 months.

Q. I’m currently a PT agent and have my transfer in for FT. How does it work?

A. As per L14.01 Twice each year, as soon as possible following March 1st and September 1st respectively, the Company and Union at the Headquarters Level will meet to determine where vacancies or staff requirements will be declared for the purpose of actioning reciprocal requests for transfer and change of status. Please note that reciprocals are for the same location. eg. res to res or airport to airport transfers only.