WestJet has decided to reverse its decision to introduce a new seating arrangement on many of its planes following a backlash triggered by a viral video. The new configuration, which added an extra row and reduced legroom for passengers, received negative feedback from both travelers and employees. The airline’s CEO, Alexis von Hoensbroech, acknowledged the misstep and announced plans to revert to a more spacious layout due to declining customer loyalty and satisfaction metrics.
The reconfiguration, initially implemented on nearly two dozen Boeing 737s, featured non-reclining seats with the least legroom among major Canadian carriers. The move drew national attention after a TikTok video highlighting the cramped conditions garnered over 1.1 million views. Concerns were raised about safety implications during emergencies and the overall passenger experience.
WestJet plans to convert all 180-seat jets to a 174-seat layout after obtaining regulatory approval, albeit at a potential cost increase for travelers due to the reduced seating capacity. The decision to backtrack on the tight seating plan reflects a response to customer dissatisfaction and negative publicity.
The airline’s union, representing over 4,600 flight attendants, welcomed the reversal, emphasizing the need for improved communication between staff and management. The revised cabin layout will prioritize comfort, with most economy seats set to have a 30-inch pitch compared to the previous 28-inch configuration.
While the reconfiguration process poses challenges such as reinstalling seats and rewiring cabin amenities, WestJet aims to enhance passenger comfort and restore its brand reputation. The revised layout will offer extended comfort and premium seating options to cater to varying traveler preferences.