WestJet is backtracking on its plans to reconfigure some planes by reducing legroom for most people in economy and adding a new row of seats.
“WestJet today announced it will change its cabin configuration approach on the limited portion of its fleet where it densified seating,” the airline said in a statement shared with the Star on Friday. “Following a review of operational data and feedback from guests and WestJetters, the airline will return to its prior standard seat pitch for economy cabins on these recently reconfigured aircraft by removing one row of seats.”
WestJet previously faced backlash from passengers and employees over the new layout, which has been installed on 21 Boeing 737-8 MAX and 737-800 planes so far. The new configuration shrank the distance between 72 economy seats from 30 inches down to 28, and others down to 29 inches, in order to accommodate a new row of seating in the back.
“WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares,” said Alexis von Hoensbroech, WestJet Group CEO, in the release.
WestJet is the only major airline in Canada to have seats with a 28-inch pitch on some of its planes.
“As an entrepreneurial airline founded on making air travel affordable to Canadians it’s in our DNA to try new products. At the same time, it is just as important to react quickly if they don’t meet the needs of our guests.”
The timelines for when the newly configured planes could return to their previous layouts are still being determined, the release continued.
“Aircraft interiors are managed to the highest safety and engineering rigour, with changes requiring multiple phases, starting with an engineering certificate,” the airline explained.
WestJet’s reversal comes shortly after Air Canada announced it would be removing a row of economy seats on some planes, to give more legroom to “premium and preferred seats.”
The airline initially planned to reconfigure 43 planes — representing roughly a third of WestJet’s narrow-body fleet — but paused its plans in December after facing pushback from customers and employees.
Aviation experts and WestJet’s own staff have raised concerns over how the densified seating could affect safety and passenger experience.
“Our members have been telling us very clearly that these reconfigured aircraft led to increased tensions onboard, more frequent escalated interactions with guests, and significant physical and emotional strain,” said Alia Hussain, president of CUPE 8125 WestJet Component, which represents over 4,700 Cabin Crew Members at WestJet and Encore, in a release Friday.
“We remain hopeful that this signals a shift toward a more collaborative dialogue going forward,” Hussain continued. “When front-line realities are taken seriously, everyone benefits: the operation, the guest, and the workforce.”
WestJet “planned to finalize its evaluation of the new interior layout mid-February; however, the airline has now accelerated the review to address feedback and provide clarity sooner,” it said in the release.
“WestJet is still evaluating other aspects of the new layout, while broader cabin reconfiguration investments, including refreshed interiors, enhanced amenities, and modernized design, will continue as part of its commitment to improving the guest experience,” it said.
The outrage over WestJet’s reconfigured layout was fanned by a viral video showing a six-foot-three passenger unable to sit with his knees straight in the new seats.
Amanda Schmidt, who filmed the video, told the Star she submitted a complaint to WestJet after landing. “I basically just said that this is outrageous. When you buy a seat for a human, you should be able to expect that it can fit a human safely.”
