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American Airlines to lay off hundreds in customer service shakeup
American Airline is laying off hundreds of call center workers – but says it will increase customer service delivery standards.
The airline’s call center reorganization will see 656 employees laid off and some services outsourced.
It impacts 335 workers in Phoenix and 321 in Dallas-Fort Worth.
“This 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, elevated support,” the airline said.
The affected workers deal with baggage issues and loyalty program queries.
Moving forward, the new organizational structure will consolidate all customer service together into one large assistance team.
Some ‘lighter-touch’ customer service issues will be outsourced to overseas contact centers, which operate 24 hours.
The laid-off employees will leave at the end of March and can apply for one of 135 positions in the new Customer Success team.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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