WestJet reverses decision to cut legroom after customer feedback

WestJet says it will change its cabin-configuration approach on the limited portion of its fleet where it densified seating. 

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, according to a press release issued Friday (Jan. 16).

"WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares," said Alexis von Hoensbroech, CEO of the WestJet Group, in a statement. "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." 

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 airline says it will continue 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." 

Aircraft interiors are managed to the highest safety and engineering rigor, 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," the airline said. 

WestJet said it 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. 

Slim fit seating

As previously reported, WestJet reconfiguring parts of its Boeing 737 fleet involved adding an extra row of seats and introducing slimmer seats to maximize capacity.

With this came Standard Economy with a “fixed recline" (non-reclining seats).

Space on these planes can vary from tighter seats at the rear to more generous legroom toward the front, with “upgraded” seats featuring a more dynamic design to maximize comfort.

The new layout allowed WestJet to add an extra row of seating compared with the previous configuration. As a result, the seat pitch was reduced to 28 inches. 

It was intended to improve affordability by offering travellers “options that fits every comfort and budget level,” the airline has said.

The tighter configuration, which still complied with federal regulations, initially applied to 43 737s, including aircraft inherited from former low-cost subsidiary Swoop, the recently-integrated Sunwing Airlines and Lynx Air, which ceased operations last year.

WestJet recently said that 21 of its aircraft, at this time, feature the new configuration.

The fixed-recline seats have widely been viewed as a test of how far airlines can push paid add-ons.

While traditional adjustable economy seats remained available, passengers had to pay an additional fee to select them.

WestJet may have paused the rollout of its new seats last month, but the issue has since gained renewed attention after a video showing two passengers with little legroom went viral on social media.

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