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American Airlines to Lay Off 656 Employees in Customer Service Reorganization

The airline is creating a new Customer Success team to handle complex issues, with laid-off employees given the opportunity to apply for open positions.

Overview

  • American Airlines is laying off 656 employees as part of a reorganization of its customer service team.
  • The layoffs will eliminate 8.2% of its 8,000 customer service-related positions.
  • The employees affected are part of the company's AAdvantage Customer Service, Customer Relations and Central Baggage Resolution groups.
  • American Airlines is creating a new Customer Success team to handle complex customer issues.
  • Laid-off employees will have the opportunity to apply for one of the 135 spots on the new Customer Success team, or one of the 800 other open American Airlines jobs.