WestJet announced Friday it would reverse its decision to install non-reclining economy seats on some of its aircraft following passenger complaints about reduced legroom. The Canadian airline, the country's second largest, had planned to reduce seat pitch – the distance between rows – from approximately 30 inches to 28 inches on reconfigured planes, allowing for an additional row of seating.
The move was intended to maintain low fares, according to WestJet CEO Alexis von Hoensbroech, who stated, "As an entrepreneurial airline founded on making air travel affordable to Canadians, it’s in our DNA." However, passengers took to social media to criticize the new seating arrangement, describing it as cramped and uncomfortable. One TikTok user, Amanda Schmidt, posted a video highlighting the limited legroom, which went viral.
The airline had initially defended the non-reclining seats as a way to preserve personal space. The decision to backtrack reflects the airline's sensitivity to customer feedback and the potential impact on its brand reputation. While the airline did not disclose the financial impact of reverting to the previous configuration, the cost of reconfiguring the cabins will likely be significant.
The initial decision to reduce seat pitch aligns with a broader industry trend of airlines seeking to maximize capacity and revenue per flight. Many airlines globally utilize similar seat pitches to maintain competitive pricing. However, WestJet's experience demonstrates the potential risks of prioritizing cost-cutting measures over passenger comfort.
WestJet will now begin the process of returning the economy cabins to their original configuration. The timeline for completion of this process was not immediately available. The airline's stock performance was not immediately impacted by the announcement.
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