American Airlines will lay off 656 customer service employees by March 30, according to multiple news reports this week.
American did not immediately respond to a request to confirm the reports.
About 335 of the individuals affected work in Phoenix and the other 321 in Dallas-Fort Worth, according to USA Today. Most handled baggage and AAdvantage loyalty program questions, according to reports.
American told USA Today that it would launch a new consolidated “Customer Success” team with 135 openings, designed to address a broader scope of customer service issues. American also will outsource some “lighter-touch” issues to international call centers, which will operate 24/7, according to the report.
It is not clear whether support for corporate contracted customers will be affected. [Update, Feb. 2] An American spokesperson told BTN that “contracted clients won’t experience any change” as a result of the customer service changes.
The carrier last year reconfigured its sales department.
dairoldi@thebtngroup.com (Donna M. Airoldi)
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