American Airlines Consolidates Customer Support, Leading to Layoffs of 656 Workers

American Airlines Group has announced a restructuring of its customer support operations, resulting in the layoff of 656 employees who specialize in assisting passengers with various travel issues, including lost luggage and problems related to the AAdvantage loyalty program. american airlines layoffs 2024

The airline is consolidating these roles into other teams, affecting 335 employees in Phoenix and 321 in Dallas-Fort Worth. This move represents 8.2% of approximately 8,000 employees dedicated to resolving customer problems.

As part of the restructuring, American Airlines is introducing a new “Customer Success” team that will be based in both Phoenix and Dallas-Fort Worth. This team aims to provide more streamlined and comprehensive support for travelers facing multiple issues during their trips, such as canceled flights and lost baggage. Currently, passengers need to seek assistance from separate teams for each specific problem. As reported by Bloomberg.

The airline recognizes the challenges posed by this transition for the affected employees and is committed to supporting them during the process. The laid-off workers will continue their employment until March 30, with the first opportunity to apply for the 135 positions within the new Customer Success team.

Those not selected for this team will have the option to apply for 800 open positions elsewhere within American Airlines. Additionally, departing employees will receive severance packages and job placement support.

American Airlines clarified that these changes are part of an effort to enhance its contact center organization and provide more convenient and elevated support to customers with complex travel needs. The airline emphasized its commitment to ensuring a seamless service experience for customers during this reconfiguration.