Report: American to Lay Off 650 Customer Service Reps

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.