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IPFS News Link • Transportation: Air Travel

American Airlines to lay off 656 employees to provide 'elevated' customer service


American Airlines announced the layoff of hundreds of employees Monday as the carrier seeks to reorganize and improve its customer service team, according to the airline.

"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 that will be dedicated to providing more convenient, elevated support to American Airlines customers with some of their most complex travel needs," the airline said in a statement to USA TODAY.

"Unfortunately, this means some current positions will be eliminated. We're 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."