American Airlines has announced a reorganization of its Service Recovery team, resulting in the elimination of several hundred positions. The US legacy carrier aims to provide enhanced customer care and round-the-clock availability by forming a new branch called the Customer Success team.

The airline's spokesperson confirmed that the newly formed Customer Success team will consist of 135 employees along with management, who will be dedicated to addressing elevated customer concerns and providing more convenient support for complex travel needs.

Although the restructuring will result in job losses, American Airlines is committed to supporting the affected workers through this transition. The impacted employees will be given the opportunity to continue in their current roles until the end of March. The company's Human Resources Department will identify approximately 800 available roles, including positions within the Customer Success team, for which the affected workers are eligible based on their skills.

American Airlines also plans to transfer some non-essential customer inquiries to international teams, comprising both American Airlines and partner support. This move will ensure that customers receive assistance 24/7, regardless of when they reach out to the airline.

The carrier has affirmed its dedication to providing world-class care to its customers. By creating a new Customer Success team and relying on international teams for support, American Airlines aims to deliver on its commitment and elevate the level of customer service in the future.

The affected employees, who are reportedly not represented by a union, will be offered severance pay if they are unable to find employment within the company or are eligible for retirement. The airline plans to provide outplacement support to help these workers find employment elsewhere.

American Airlines, which operates hubs at Dallas/Fort Worth International Airport (DFW) and Phoenix Sky Harbor International Airport (PHX), remains the largest carrier at both airports. Over the years, the airline has expanded its route network and improved operational performance in response to increased air travel demand.

As of now, the affected employees will continue in their current roles and receive pay until March 30th. Additionally, postings for the new Customer Success team will be exclusively available to impacted employees for the next two weeks, allowing them an opportunity to transition into the newly formed team if interested.

The developments made by American Airlines reflect its ongoing efforts to adapt to changing customer needs and provide efficient and convenient customer service in a rapidly evolving industry.