WestJet reversing move to install tight seating layout

WestJet is cancelling a new seat configuration that squeezed an extra row on board many of its planes and left passengers with less legroom.

In a message to staff obtained by The Canadian Press, the airline’s vice-president of inflight operations says executives made the costly decision to return the cabins to their previous layout following feedback from employees and customers amid a major backlash to the tighter arrangement.

Already installed on 22 of WestJet’s Boeing 737s, the non-reclining seats in a majority of the cabin’s economy section featured the smallest amount of leg room on any large Canadian carrier.

“The seats don’t have a lot of width to begin with, so when you compress them and bring them forward there’s even less room to move around,” said Winnipegger Valerie Porter. “Everybody is jockeying for shoulder room.”

Porter added that apart from the discomfort, the safety concerns really bothered her.

The configuration, which had been planned for 21 more aircraft, went on to draw national attention after a video showing the tight fit for passengers went viral.

Staff and consumers warned that the cramped cabin curtails safety, particularly in the event of an evacuation, and hurt the customer experience.

Carson Tunski born in portage La Prairie, now residing in Thunder bay, Ontario, flew with WestJet on Thursday to come see the Winnipeg Jets on Saturday.

He says as someone who stands at five feet and 10 inches, the seats are already too small. But, with WestJet being the only direct route option, he said he felt stuck.

“If (WestJet) says – ‘you get less space and pay more money,’ I get less space and pay more money and I’m going to be happy with that, I guess” Tunski said.

Andrew D’Amours, founder of flight deal site Flytrippers, says the tightly packed environs would also have lowered fares, but that WestJet’s reversal shows that customers’ voices can directly affect airline decisions.

That sentiment was echoed by Winnipeg traveller, Jeremy Dias, who said, “It also speaks to Canadians, in general. When something is not right – we’ll say something. It’s fantastic.”

Dias and his partner booked the flight from Winnipeg to Toronto in the summer. Dias says, they contacted WestJet as they were concerned the legroom won’t be enough to accommodate his partner. According to Dias, WestJet requested a doctor’s note in order to change the seating for his partner, then proceeded to request a full medical questionnaire to be submitted online.

“This is not what WestJet promised in September when they announced the changes of the seat sizes,” Dias said. “They promised – if you are tall and you can’t fit into a seat give us a call and we can fix it and they did not deliver on that promise.”

— With files from The Canadian Press