American Airlines Cuts Over 650 Jobs for Customer Service Team

American Airlines is laying off 656 employees, about 8.2% of its customer service-related positions, in a reorganization effort to create a new Customer Success team aimed at providing elevated support to customers with complex travel needs. The impacted employees, who are not represented by a union, currently work in Phoenix and Dallas-Fort Worth assisting with lost luggage and loyalty program services. The airline plans to consolidate customer assistance into one team, while outsourcing lighter-touch problems to international contact centers. Laid-off employees can apply for new positions within the company or receive severance and job placement support.