American Airlines cuts 321 DFW jobs in customer support reorganization

American Airlines cuts 321 DFW jobs in customer support reorganization – NBC 5 Dallas-Fort Worth

American Airlines says it is eliminating the jobs of more than 320 employees in North Texas as part of a reconfiguration of its customer service team.

The reorganization, the Fort Worth-based airline said, will “provide travelers with an even greater level of support in the future.”

“Today we announced updates to our contact center organization that will help us better serve our customers. As part of these updates, we are creating a new Customer Success team dedicated to providing American Airlines customers with more convenient and better support for some of their most complex travel needs,” the airline said in a statement.

The Dallas Morning News said another 335 workers in Phoenix will also be affected by the reconfiguration. The newspaper reported that the Customer Success team will now consist of 135 employees.

The airline said the employees whose jobs were eliminated were not represented by a union and that they could apply for more than 800 current job openings at the company, including those in the newly formed Customer Success team.

American Airlines said it will offer severance pay to employees who cannot find employment elsewhere in the company or are not eligible for retirement. If the employee wants to look for jobs outside the company, American offers to provide outplacement support.

The airline said customer team members will continue to work and be paid until March 30.