American Airlines announced the elimination of over 320 positions in North Texas as part of the restructuring of its customer service division.
The Fort Worth-based airline stated that the reorganization is aimed at delivering even better support to travelers in the future.
In a statement, the airline said, “Today, we revealed changes to our contact center organization aimed at enhancing customer service. As a result, we are establishing a new Customer Success team focused on providing improved support for American Airlines customers with complex travel needs.”
According to the Dallas Morning News, an additional 335 employees in Phoenix will also be affected by the reorganization. The report mentioned that the Customer Success team will now consist of 135 staff members.
The airline confirmed that the affected employees were not part of a union and that they are welcome to apply for over 800 open positions within the company, including roles within the restructured Customer Success team.
American Airlines mentioned that employees who are unable to find employment within the company or are eligible for retirement will be offered severance packages. For those seeking opportunities outside the company, American Airlines will provide outplacement assistance.
The airline assured that the customer service team members will continue working and receiving pay until March 30.
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