American Airlines to lay off 656 workers as it consolidates customer support

American Airlines Group will lay off 656 employees who help passengers with lost luggage and other travel problems as their jobs are consolidated into other teams. The change will affect 335 employees in Phoenix and 321 in Dallas-Fort Worth who work on American’s customer relations, central baggage resolution and AAdvantage loyalty program service groups, the carrier said Monday. That’s 8.2% of about 8,000 employees charged with resolving customer problems. Some of the workers’ responsibilities will be moved to a new, smaller “Customer Success” team that will be split between Phoenix and Dallas-Fort Worth. This team will aid travelers with multiple problems in one trip, such as a canceled flight and lost bag. Passengers currently have to seek help from separate teams for each issue, American said. The number of passengers with several problems varies depending on weather and other factors. Remaining functions, including single, easily addressed issues like a damaged suitcase, will be shifted to existing international contact centers run by American and its partner airlines. Those centers, mostly belonging to American, operate daily around the clock, the airline said.<br/>