WestJet Reverses Decision on Tight Seating Layout Installation
WestJet Airlines has reversed its decision to install a new seating layout that resulted in tighter cabin space and reduced legroom. The decision follows significant backlash from customers and staff, driven by a viral video showcasing the cramped conditions on its aircraft. This reaction led to a reassessment of passenger satisfaction and sales metrics, prompting the airline to return to a more spacious cabin configuration by the end of the year.
Details of the Reconfiguration Change
CEO Alexis von Hoensbroech, speaking from Calgary, explained that the airline noticed a downward trend in customer loyalty and guest satisfaction. The original plan to install tighter seating, which affected nearly 25% of WestJet’s Boeing 737 fleet, sparked national debate especially after a TikTok video received over 1.1 million views.
Key Aspects of the Original Configuration
- Non-reclining seats installed on around 20 aircraft.
- 28-inch seat pitch in the majority of economy class, the smallest among large Canadian airlines.
- Proposed expansion to 43 aircraft.
Passengers expressed concerns that the cramped environment could hinder safety during evacuations and detract from overall travel experience. Cabin crew members reported increased frustration from passengers unhappy with the new layout.
The Path Forward
WestJet plans to convert its tight-packed 180-seat jets to a more comfortable 174-seat layout, following the necessary regulatory approvals. Although this change may lead to increased ticket prices due to fewer seats, the airline sees it as a necessary response to customer feedback and concerns over comfort.
Industry Response and Customer Sentiment
Industry experts and social media commentators have expressed skepticism. Edmonton-based radio host Courtney Theriault noted concerns about future charges for additional services. John Gradek, an aviation management educator, emphasized the need for WestJet to rehabilitate its public image after the intensive online criticism.
Union representatives for WestJet’s flight attendants welcomed the decision, indicating hopes for improved communication with management moving forward. Alia Hussain, chair of the WestJet contingent of the Canadian Union of Public Employees, stated that the rollback reflects a positive shift in management’s approach.
Future Implications
The reconfiguration process carries substantial costs, not only for reinstallation of seats but also for necessary adjustments to safety equipment. The move signals WestJet’s commitment to enhancing the customer experience amid rising competition from budget airlines that often feature similar seating layouts.
As WestJet transitions back to a more spacious cabin design, industry observers are closely watching its impact on customer satisfaction and overall brand reputation.
