WestJet has decided to reverse the implementation of a new seating arrangement on many of its planes following backlash triggered by a viral video. The controversial configuration, which added an extra row at the expense of passenger legroom, has been scrapped after receiving negative feedback from both travelers and employees.
The airline’s CEO, Alexis von Hoensbroech, explained that the decision to revert to a more spacious layout was influenced by declining customer loyalty and satisfaction metrics in response to the cramped seating. The process of returning the cabins to their original design is expected to be completed by the end of the year.
The previous arrangement, already installed on nearly two dozen Boeing 737s, featured non-reclining seats in the economy section with minimal legroom, drawing attention nationally after a TikTok video showcasing the tight seating conditions went viral. Concerns were raised by staff and passengers regarding safety implications during emergencies and the overall passenger experience.
WestJet confirmed that the reconfiguration had undergone full certification but acknowledged the need to address customer concerns. The airline plans to convert all 180-seat jets to a 174-seat layout upon regulatory approval, potentially leading to a marginal increase in fares due to the reduced number of seats.
The decision to reverse the seating plan was driven by customer feedback and negative publicity, marking a rare instance where public opinion influenced airline policies. Despite the move to address passenger dissatisfaction, winning back disillusioned travelers may pose a challenge for the airline.
The Canadian Union of Public Employees, representing WestJet flight attendants, welcomed the reversal as it aligns with their opposition to the cramped seating arrangement. The union expressed hope for improved collaboration with management moving forward.
The updated planes will predominantly feature 30-inch economy seats, providing passengers with more legroom compared to the previous configuration. CEO von Hoensbroech highlighted the unique challenges posed by longer flight durations in Canada, emphasizing the importance of passenger comfort on extended journeys.
While the reconfiguration process may incur additional costs, including rewiring for in-seat power and oxygen masks, it aims to enhance the overall passenger experience on WestJet flights. The abandoned seating plan, which mirrored budget carrier standards, also made room for premium seats with larger pitch sizes to boost profitability.
WestJet’s decision to backtrack on the tight seating layout reflects a commitment to addressing customer concerns and rebuilding its reputation following the public outcry.
