In a swift reversal following intense public criticism, Canadian budget airline WestJet has abandoned a controversial cabin redesign that drastically reduced passenger legroom. The airline confirmed it would scrap the new, cramped seating layout, which had sparked widespread outrage after a viral video showcased the extremely tight conditions.
Backlash Over 'Impossible' Legroom
The decision, announced by Chief Executive Officer Alexis von Hoensbroech on Friday, comes after the airline's attempt to introduce a 28-inch seat pitch—the distance between a point on one seat and the same point on the seat in front—on its Boeing 737-8 MAX and 737-800 aircraft. This was a reduction from the previous standard and allowed for six extra seats per cabin, increasing total capacity to 180.
Footage from a flight last month, which circulated widely online, showed passengers struggling with the minimal space. In the clip, a family member was heard asking, "Dad, can you straighten out your legs there?" to which the response was laughter and the declaration that it was "impossible." The father was seen repeatedly trying and failing to find a comfortable position.
Online reaction was scathing. One user on X complained the seats were so close they couldn't take a proper picture, labelling the configuration "terrible." On Reddit, another user criticised the "ultra slim-line seats" for creating a worse experience, especially on full flights.
Airline Executives and Staff React
Alexis von Hoensbroech stated the airline had been testing seat pitches that are common globally and help offer affordable fares. "At the same time, it is just as important to react quickly if they don't meet the needs of our guests," he added. The airline's original plan was to finalise the new interiors by mid-February, but this was accelerated to address feedback sooner.
The backlash wasn't limited to passengers. WestJet flight attendants and pilots also raised concerns, stating the configuration was unsafe and led to constant complaints. Alia Hussain, a WestJet flight attendant and union president, told Reuters it "created a hostile working environment" for cabin crew, with tall passengers often needing to be reseated.
Regulatory Landscape and Future Plans
Canada has no regulations specifying a minimum seat pitch, though most airlines maintain around 30 inches. Aviation expert John Gradek from McGill University noted the seats were not designed for taller or heavier Canadians to have a comfortable journey. He also highlighted the uncertainty for passengers, who couldn't know in advance if their flight would feature the new tighter seating.
WestJet will now revert to its prior standard seat pitch by removing one row of seats, reducing the cabin layout from 180 to 174 seats. The modifications will begin once the company receives an engineering certificate from Transport Canada, which must approve any changes affecting safety, evacuation, or seating capacity. The timeline for this reconversion is still being determined.
The airline said it made the decision to "align product decisions with the needs of the guest" and will evaluate other aspects of its refurbished layout. It pledged to continue offering modern interiors and enhanced amenities.
Online commenters reacted cautiously to the announcement. Some welcomed the change, with one stating WestJet had moved back from their last choice airline. Others remained sceptical, with one user on X quipping they feared the airline might "start charging us a carry-on fee for our legs." Another called the reversal a "load of crap," suggesting it was a profit-driven attempt that failed only because of the viral video.
