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The airline said it will remove one row of seats from select aircraft, restoring previous legroom after passenger feedback.
WASHINGTON — WestJet is reversing a recent move to pack more passengers onto some of its planes after customer complaints about cramped conditions.
The Canadian airline said Friday it will return to its prior standard seat spacing on a limited portion of its fleet by removing one row of seats from aircraft that had been reconfigured with denser seating. The change follows a review of operational data and feedback from passengers and employees, the company said.
“WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares,” CEO Alexis von Hoensbroech said in a statement. “As an entrepreneurial airline founded on making air travel affordable to Canadians, it’s in our DNA to try new products. At the same time, it is just as important to react quickly if they don’t meet the needs of our guests.”
WestJet had added an extra row of seats to nearly two dozen aircraft beginning last fall, reducing the space between rows by about 2 inches. The airline said it paused further reconfiguration in December and had planned to complete its evaluation in mid-February, but accelerated the review after feedback from travelers.
Under the revised plan, affected planes will be converted from 180-seat layouts back to 174 seats. WestJet said timelines for completing the work are being determined.
The airline said the decision reflects its effort to balance affordability with passenger comfort while continuing to invest in reliability and modern cabin upgrades.
“It is in this spirit that we will take what we’ve learned and continue to be cost-disciplined and innovative, while staying true to what our guests and our people expect from us,” said von Hoensbroech.
The move came a few months after WestJet announced a broader refresh of its cabins, with those changes including new interiors, upgraded amenities and expanded premium and extended-comfort seating sections across much of its fleet.
WestJet said it is evaluating other aspects of its interior layouts as part of its ongoing effort to improve the onboard experience.
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