American Airlines to Lay Off 656 Workers as It Consolidates Customer Support
- Workers in Phoenix and Dallas-Fort Worth will lose their jobs
- Changes aim to streamline responses to passenger problems
The laid-off employees will remain on the job through March 30 and will have the first opportunity to apply for 135 spots that make up the new Customer Success team.
Photographer: David Paul Morris/BloombergThis article is for subscribers only.
American Airlines Group Inc. will lay off 656 employees who help passengers with lost luggage and other travel problems as their jobs are consolidated into other teams.
The change will affect 335 employees in Phoenix and 321 in Dallas-Fort Worth who work on American’s customer relations, central baggage resolution and AAdvantage loyalty program service groups, the carrier said Monday. That’s 8.2% of about 8,000 employees charged with resolving customer problems.