American Airlines customer service plan after mass layoffs [Video]

Hundreds of workers at American Airlines will be out of jobs at the end of the month as the airline initiates a strategy to improve customer service.

Back in January, the airline said it was laying off 656 of its customer service workers, including 321 at its headquarters in Fort Worth and 335 in Tempe, Arizona, as a way to reorganize and improve responses to passenger problems. The last day of work for impacted employees, most of whom work from home, is March 30.

As part of the plan, the airline created a new “customer success” team made up of about 135 workers. Instead of having multiple teams that deal with separate issues — such as lost baggage or canceled flights — the new team will be able to help resolve any customer issue.

“We want to make sure that we have one person, one team that’s working with that …