Following broad backlash of a newly implemented tight seat pitch on certain aircraft, WestJet is rolling back the move to densify seating on a portion of its fleet. The carrier has confirmed it will restore its previous standard economy seat pitch by removing one row of seats on affected aircraft.
WestJet has advised the decision follows a review of extensive feedback from guests and frontline WestJetter.
As previously reported by Open Jaw, the dense seating drew widespread attention after a video showing WestJet passengers struggling to fit into the tighter configuration went viral, sparking a wave of criticism and concern about shrinking legroom.
The Calgary-based carrier, which built its brand on offering affordable fares through a low-cost model says it is sensitive to price and the intention was to help preserve low fares.
“WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares,” said WestJet Group Chief Executive Officer Alexis von Hoensbroech, noting that experimentation is part of the airline’s entrepreneurial DNA, but so is reacting quickly when a product does not resonate. The airline had paused further reconfigurations in December and initially planned to complete its evaluation by mid-February, but accelerated the review to address feedback and give clarity to guests sooner.
WestJet framed the reversal as a recommitment to aligning product decisions with guest expectations while continuing to invest in reliability, affordability and a more modern onboard experience. Von Hoensbroech emphasized that the airline was founded as a guest-centred carrier and said WestJet will remain cost-disciplined and innovative, but “stay true to what our guests and our people expect from us.” He also praised WestJetters for their professionalism and care in looking after guests throughout the transition period.
The airline stressed that any interior changes are subject to rigorous safety and engineering processes, starting with the issuance of an engineering certificate. Once that certificate is in hand, WestJet will begin converting its 180-seat aircraft to 174-seat layouts, with completion timelines still to be determined. The carrier is continuing to evaluate other elements of the new layout, and broader cabin investments – including refreshed interiors, enhanced amenities and updated design – will proceed as part of its ongoing effort to improve the guest experience.
