American Airlines unveils 8.2% job cuts, introduces new customer success team

Saturday, February 3, 2024

American Airlines streamlines customer service, announcing layoffs to reorganize and introduce a dedicated Customer Success team.

American Airlines made an announcement on Monday about laying off hundreds of employees as part of the company’s efforts to reorganize and enhance its customer service team. The airline shared that they are implementing changes in their contact center organization to better serve customers. As a component of these modifications, a new Customer Success team will be established to offer more convenient and elevated support for customers dealing with complex travel needs.

In a statement provided to USA TODAY, the airline expressed regret that these changes would result in the elimination of some existing positions. They assured that they are actively collaborating with affected team members, offering support during the transition. This includes providing exclusive access to job opportunities within American Airlines, offering outplacement services, and providing severance packages.

The layoffs will affect 8.2% of the airline’s 8,000 customer service-related positions, totaling 656 employees. Bloomberg reported that these employees, who are not represented by a union, include 335 in Phoenix and 321 in Dallas-Fort Worth. Currently, these workers are involved in assisting passengers with lost luggage and managing the AAdvantage loyalty program service groups.

Carolyne Truelove, American Airlines Vice President of Reservations and Service Recovery, emphasized the airline’s dedication to improving the customer experience. She mentioned a focused approach on identifying and addressing customer pain points in order to enhance overall satisfaction.

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