American Airlines announced on January 29, 2024, that it is making changes to its workforce by laying off hundreds of employees to improve its customer service team. The changes will affect 8.2% of the airline’s total workforce, which amounts to approximately 656 employees. These employees, who are not part of a union, include 335 in Phoenix and 321 in Dallas-Fort Worth. Their responsibilities include assisting passengers with lost luggage and the AAdvantage loyalty program.
The airline plans to establish a new customer success team that will provide better support to American Airlines customers, particularly in complex travel situations. The new plan involves consolidating customer assistance into a single team, making it easier for passengers to deal with issues such as flight disruptions caused by weather. Smaller issues will be outsourced to international contact centers that operate 24/7, with the aim of reducing call volumes by 20%.
However, this decision means that some current employees will lose their jobs. The laid-off employees will continue to work until March 30th. They will have the option to apply for the 135 positions available in the new Customer Success team or any of the other 800 open positions within American Airlines. Alternatively, they will receive severance packages and assistance in finding new jobs.