(Gray News) – American Airlines said it’s slashing jobs in the Dallas-Fort Worth and Phoenix areas in an effort to streamline its customer service.
Worker Adjustment & Retraining Notification Act notices were sent to 335 employees in Phoenix and at the airline’s primary hub in the Dallas-Fort Worth area as the airline announced the creation of a new Customer Success team, KPHO reported.
The carrier, based in Fort Worth, said in a statement the layoffs are happening as part of “updates to our contact center organization that will help us better serve our customers.”
The revamped Customer Success team will now be made up of 135 employees, according to The Dallas Morning News.
The company also said “we will transition some of our lighter-touch contact center inquiries to our international teams made up of American Airlines and partner support, which will give our customers 24/7 assistance, no matter when they reach out to us.”
American Airlines said it is “working closely with impacted team members to support them through this transition including providing exclusive access to job openings throughout American Airlines, outplacement services and severance.”
The company said team members impacted by the layoffs will have the first chance to apply for the new Customer Success team over the next couple of weeks before the posting is opened to other candidates. The laid-off employees will also be notified about 800 other roles for which they can apply.
The airline said the current customer service team will remain on the job until March 30.
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