WestJet Airlines has recently decided to abandon its plans to implement a new, tighter seating arrangement that was set to be installed across many of its aircraft. This decision comes in response to significant backlash triggered by a viral video showcasing the cramped conditions on board, which left passengers with noticeably less legroom.
The changes to the seat configuration were met with strong opposition from both customers and staff alike. In an email sent out on Friday and obtained by The Canadian Press, the airline's vice-president of inflight operations communicated that executives opted to revert the cabins to their former layout after careful consideration of the feedback received from employees and travelers.
Initially, this new seating arrangement had already been applied to 22 of WestJet's Boeing 737 planes, featuring non-reclining seats in the majority of the economy cabin. These seats offered the least amount of legroom available among major Canadian airlines. The reconfiguration was intended for an additional 21 aircraft but gained national attention when a TikTok video highlighting the cramped seating went viral, racking up over 1.1 million views.
Concerns regarding passenger safety, particularly during emergency evacuations, were raised by both crew members and those flying with the airline, who argued that the limited space could pose serious risks. Additionally, many felt that the overall flying experience would suffer under the new arrangement.
Despite the controversy, WestJet maintained that the reconfiguration had undergone a complete certification process. In a statement released Friday, CEO Alexis von Hoensbroech explained that while the airline experimented with a seating pitch that is "popular with many airlines worldwide," they also recognized the importance of quickly addressing any features that did not align with customer expectations. "As an entrepreneurial airline focused on making air travel affordable for Canadians, trying out new products is part of our essence. However, being responsive to our guests' needs is equally crucial," he stated.
The economy class of the affected planes featured rows with a tight 28-inch pitch—the measurement between one seat and the corresponding point on the seat in front—compared to the more common 29- or 30-inch pitches found on lower-tier seats of other carriers. Furthermore, these seats possessed a "fixed recline design," meaning that they could not be adjusted for comfort.
Moving forward, WestJet announced that it would start reverting all its densely packed 180-seat jets back to a more spacious 174-seat arrangement once regulatory certification is finalized, though specific timelines for this change are yet to be determined.
This adjustment may come at a cost for passengers. "It can be frustrating to pay more just to fit comfortably into a seat, especially for those who may not have the financial means to choose pricier options. If a lower-cost alternative exists, why shouldn't they have access to it?" noted Andrew D'Amours, founder of the flight deal website Flytrippers. "However, the lack of space is undeniably extreme."
Regardless of the implications for ticket prices, this decision illustrates a remarkable instance where public opinion and consumer feedback have notably influenced airline practices—something not often seen in the industry. "It’s a rare occasion when the voices and opinions of the public actually lead to changes in how airlines operate," remarked D'Amours.
The narrower seating arrangements had positioned some WestJet cabins alongside low-cost carriers like Spirit Airlines, Frontier Airlines, and Wizz Air, all of which feature similar 28-inch seats. One TikTok user humorously questioned, "At what point will we all just stand and hold onto a rubber ring handle?"
Interestingly, the now-canceled seating layout would have allowed for increased revenue through additional premium offerings, including 36 "extended comfort" seats with a 34-inch pitch and 12 upscale seats with a generous 38-inch pitch, both known for delivering larger profit margins.
In December, the airline had already paused the rollout of the controversial seating on a significant portion of its fleet due to previous objections and to better manage operations during the busy winter travel period, according to spokeswoman Julia Brunet. "We intended to resume the reconfiguration of our all-economy aircraft in the spring," she had stated, but that plan is now off the table.
