WestJet plans to reverse its controversial cabin reconfiguration following a public backlash over cramped seating and reduced legroom.
The Calgary-based airline announced in a news release Friday the return to its previous economy seating plan on 21 aircraft that had been modified to add an extra row, reducing capacity from 180 seats back to 174.
WestJet said the work will begin once regulatory certification is received, though no timeline has been announced.
The tighter seating arrangement drew national attention after a TikTok video showing the reduced legroom garnered more than 1 million views. Passengers and staff raised concerns about comfort and the overall travel experience.
In response, WestJet halted further reconfiguration plans in December and accelerated its formal review after widespread criticism.
The decision follows a review of operational data and feedback from both customers and employees.
“As an entrepreneurial airline founded on making travel affordable to Canadians, it’s in our DNA to try new products,” CEO Alexis von Hoensbroech said in the release. “At the same time, it is just as important to react quickly if they don’t meet the needs of our guests.”
In a phone interview with the Canadian Press, CEO Alexis von Hoensbroech said he reversed course when the blowback began to appear in surveys and sales figures.
“We saw that this was all trending in the wrong direction,” he said of data on customer loyalty and guest satisfaction.
“It just didn’t land the way we were anticipating … and that’s why we’re correcting it.”
The overhaul will likely be completed by year’s end, he added.
The reconfiguration plan was first announced in September, with the goal of modifying 43 Boeing 737 aircraft to add an extra row of seats and create more fare tiers.
Regular economy seats featured a fixed recline, meaning they could not be reclined, and offered the least legroom among major Canadian carriers.
WestJet said broader cabin upgrades, including refreshed interiors and enhanced amenities, will continue.
The change could lead to an increase in fares due to the lower seat count.
— With files from Canadian Press