WestJet has decided to reverse its recent decision to implement a new seating configuration on many of its planes following negative feedback from passengers and employees. The airline announced that it would revert to a more spacious layout after facing criticism and a decline in customer satisfaction and loyalty.
The controversial seating arrangement, which included non-reclining seats with limited legroom, had already been installed on nearly two dozen of WestJet’s Boeing 737 aircraft. The move to squeeze in an extra row of seats drew national attention after a viral video on TikTok highlighted the cramped conditions, garnering over 1.1 million views.
The decision to return to a more comfortable layout will involve a costly reinstallation process, impacting approximately 43 aircraft in the airline’s fleet. WestJet plans to convert all 180-seat jets to a 174-seat layout to address safety concerns and improve the overall customer experience.
While the change may result in a slight increase in fares due to the reduced seating capacity, the airline acknowledges the importance of customer feedback and aims to prioritize passenger comfort. The decision reflects a direct response to public outcry and underscores the influence of consumer opinions on airline policies.
Despite the reversal, efforts to regain trust and loyalty from disillusioned travelers may prove challenging for WestJet. The airline will need to focus on rebuilding its reputation and fostering a more collaborative relationship with both passengers and employees moving forward.
The Canadian Union of Public Employees, representing WestJet flight attendants, welcomed the decision to abandon the cramped seating configuration. The union hopes that this move signals a more cooperative approach between management and employees in the future.
WestJet’s CEO emphasized the importance of providing adequate legroom for passengers, especially during longer flights common in Canada. The revamped seating plan will prioritize passenger comfort with mainly 30-inch economy seats, addressing concerns raised by both staff and travelers.
The reconfiguration process is not without challenges, as it involves reinstalling seats, adjusting overhead components, and rewiring in-seat power systems. While the previous layout allowed for more profit-generating premium seats, the airline recognizes the need to balance profitability with customer satisfaction.
The reversal of the seating plan follows earlier delays in the installation process and highlights the airline’s commitment to addressing customer concerns and improving the overall travel experience.