American Airlines will lay off 656 employees to provide “elevated” customer service.


American Airlines Announce Hundreds of employees were laid off on Monday as the carrier seeks to reorganize and improve its customer service team, according to the airline.

“Today, we announced updates to our contact center organization that will help us better serve our customers. As part of these updates, we are creating a new Customer Success team that will be dedicated to providing more convenient and enhanced support to American Airlines customers through the airline,” the airline said in a statement. : “Some of your more complex travel needs.” KXAS-TV.

The airline did not immediately respond to USA TODAY’s request for comment Monday night.

The layoffs will eliminate 8.2% of the 8,000 customer service-related jobs for a total of 656 employees, who are not represented by a union, according to Bloomberg. Those affected include 335 people who work in Phoenix and 321 in Dallas-Fort Worth. These workers are currently assisting passengers with their lost luggage and AAdvantage loyalty program service kits.

“We are very focused on improving the customer experience,” said Carolyn Truelove, vice president of reservations and redemptions at American Airlines. Dallas News. “With this focus, we delve deeper into our customers’ pain points.”

Currently, American Airlines passengers have to contact separate customer service teams for different issues, but the new structure will consolidate that assistance into one team. These are likely to be passengers whose journeys are affected by factors such as weather.

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“Mild” issues are then easier to address by outsourcing to international call centers, which operate 24/7, according to the Dallas News.

The airline said the first call resolution reduces call volume by 20%.

The laid-off employees will work in their positions through March 30, and can apply for one of 135 jobs on the new Customer Success team, or one of 800 other open positions at American Airlines. Otherwise, they will receive severance pay and employment support.

Kathleen Wong is a travel reporter for USA TODAY based in Hawaii. You can reach her at

This article originally appeared on USA TODAY: American Airlines plans to lay off 656 workers for its new customer service team

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