WestJet has decided to reverse its decision to implement a new seating configuration following strong backlash prompted by a viral video. The airline will be reverting to a more spacious layout due to negative feedback from both passengers and employees. CEO Alexis von Hoensbroech mentioned that customer loyalty and satisfaction data indicated a concerning trend, leading to the decision to correct the seating arrangement. The reinstallation process is expected to be completed by the end of the year.
The controversial seating plan, which featured non-reclining seats with limited legroom, had been installed on nearly two dozen Boeing 737s, making it the carrier with the least legroom among major Canadian airlines. A TikTok video showcasing the cramped conditions garnered over 1.1 million views, drawing national attention to the issue.
Concerns were raised by staff and passengers regarding safety implications during emergencies and the overall passenger experience. WestJet clarified that the reconfiguration had undergone full certification but plans to transition all 180-seat jets to a 174-seat layout after regulatory approval.
While the change may result in slightly higher fares due to the reduced number of seats, it reflects a response to customer feedback and negative publicity. The decision signals a direct acknowledgment of public opinion influencing airline policies, although winning back disillusioned passengers may pose a challenge for WestJet.
The cabin crew, along with the union representing WestJet flight attendants, expressed relief at the reversal of the cramped seating layout. The move is seen as a positive step towards fostering a more collaborative relationship with management in the future.
The revamped planes will predominantly feature 30-inch economy seats, offering a more comfortable flying experience. However, the reconfiguration process entails various complexities and costs, including adjustments to overhead components and in-seat power systems.
While the initial seating setup included more space for premium and extended comfort seats, the decision to revert to a more spacious layout underscores a shift towards prioritizing passenger comfort and feedback. WestJet’s efforts to rebuild its brand reputation post-backlash will be crucial in regaining customer trust and loyalty in the competitive airline industry.