Fort Worth-based American Airlines announced Jan. 29, 2024, that it was laying off 321 Dallas-Fort Worth employees and 335 Phoenix employees from its customer service teams in an effort to improve the customer experience moving forward.
Currently, American Airlines has multiple teams dedicated to services such as assistance with lost or damaged luggage and loyalty program issues. The company is creating a new all-encompassing “customer success team” division staffed by 135 workers. It is intended to help customers resolve their problems with fewer steps. Those laid off will be offered positions with the division before American Airlines begins accepting other applicants.
Four days prior, on Jan. 25, 2024, the company announced a 2023 net income of $822 million after taxes. Net income increased from $803 million in 2022. American Airlines reported a net loss of $2 billion in 2021, citing pandemic conditions as a factor.
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