CALGARY — WestJet says it will change its cabin-configuration approach on the limited portion of its fleet where it densified seating.
The news comes after widespread coverage in consumer and trade media of a social media video showing bewildered WestJet passengers attempting to get comfortable in 28” pitch seating.
A TikTok post by an Alberta woman that has racked up more than 1.1 million views shows her parents squeezing into a row that leaves barely enough room to move their legs. “Impossible to straighten out my knees to the front,” says her father in the Dec. 27 post. “I’m going to be sharing my leg space with him,” adds her mother.
Travel advisors shared their feedback with Travelweek, with one travel advisor saying clients were requesting alternatives to WestJet based on the widely-shared TikTok video. “Some are choosing other airlines because they still offer more reasonable seating and better service. This shift towards squeezing passengers is hurting confidence,” Marianne Vogel, owner of Just for You Travel & Consulting in Dundas, ON, told Travelweek.
“FOUNDED AS AN AIRLINE CENTRED ON GUESTS”
In an announcement just before noon (ET) today, WestJet said that 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 the recently reconfigured aircraft by removing one row of seats.
“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. “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.”
Von Hoensbroech and other WestJet execs had tested out the 28” pitch seats themselves amid concerns from WestJet employee unions.
WestJet had paused reconfiguration plans in December and 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.
The move reflects the airline’s commitment to align product decisions with the needs of the guest, while continuing to invest in reliability, affordability, and a modern onboard experience.
“WestJet was founded as an airline centred on guests,” added von Hoensbroech. “It is in this spirit that we will take what we’ve learned and continue to be cost-disciplined and innovative, while staying true to what our guests and our people expect from us.”
“It’s also important to recognize our WestJetters who showed up for guests with care and professionalism throughout,” said von Hoensbroech.
He noted that aircraft interiors are managed to the highest safety and engineering rigour, with changes requiring multiple phases, starting with an engineering certificate. Once this certificate is received, WestJet can begin to convert all 180-seat aircraft to 174-seat layouts, with timelines for completion still being determined.
Von Hoensbroech added that 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 the airline’s commitment to improving the guest experience.
