WestJet has decided to reverse its decision to implement a new seating arrangement on its planes following a significant backlash triggered by a viral video. The controversial configuration, which added an extra row of seats and reduced legroom for passengers, drew criticism from both customers and employees. The airline’s CEO, Alexis von Hoensbroech, acknowledged the negative impact on customer loyalty and satisfaction, prompting the decision to revert to a more spacious layout.
The reconfiguration, initially installed on nearly two dozen Boeing 737s, featured non-reclining seats with minimal legroom, sparking concerns about safety during emergencies and diminishing the overall customer experience. Despite undergoing a full certification process, the tight seating arrangement faced widespread condemnation, culminating in WestJet’s commitment to converting the 180-seat jets to a 174-seat layout.
While the change may lead to a slight increase in fares due to the reduced number of seats, the airline is prioritizing customer feedback and addressing the negative publicity surrounding the cramped seating plan. The decision reflects a rare instance where passenger opinions have influenced airline policies, signaling a shift towards a more customer-centric approach.
Although the reversal has been welcomed by cabin crew and the union representing WestJet flight attendants, the airline recognizes the need to rebuild its reputation and regain the trust of disillusioned travelers. The upcoming revamped planes are expected to feature mainly 30-inch economy seats, offering a more comfortable flying experience for passengers.
Despite the challenges and costs associated with reconfiguring the cabins, WestJet is committed to enhancing passenger comfort and satisfaction. The decision to abandon the tight seating layout aligns with the airline’s efforts to prioritize customer needs and improve the overall travel experience.