WestJet has decided to reverse its plan to introduce a tighter seating layout on many of its planes following a public outcry triggered by a viral video. The airline, responding to negative feedback from passengers and employees, will revert to a more spacious cabin configuration, despite the costly reinstallation process.
CEO Alexis von Hoensbroech made the final decision after observing a decline in customer loyalty and satisfaction metrics. The company aims to complete the overhaul by the end of the year, undoing the installation of non-reclining seats that reduced legroom in the economy section of nearly two dozen Boeing 737s.
The initial seating plan, which featured the smallest amount of legroom among major Canadian carriers, faced criticism for potential safety concerns during emergencies and customer discomfort. The reconfiguration process had received full certification but will now be reversed to accommodate a 174-seat layout instead of the tight-packed 180-seat design.
While the change may lead to a slight increase in fares due to the reduced seat count, the decision reflects a direct response to customer feedback and negative publicity. The move has been welcomed by cabin crew and the union representing WestJet flight attendants, who had expressed opposition to the cramped quarters.
Despite the reversal, WestJet faces the challenge of rebuilding its brand reputation and winning back disillusioned passengers. The airline plans to focus on providing a more comfortable flying experience with improved legroom in response to consumer demands.