WestJet Responds to Passenger Outcry by Revising Cramped Seating Arrangement

WestJet Airlines made headlines on Friday by announcing a reversal of its controversial decision to reconfigure planes with tighter seating arrangements. This change comes after videos surfaced online, showcasing frustrated travelers with their knees pressing against the seat in front of them due to the cramped conditions.

The reconfiguration, which began in late October on select Boeing 737s, reduced the space between rows to just 28 inches to fit in an extra row of seats. Additionally, the airline made economy class seats non-reclinable, leaving passengers with the option to pay extra for adjustable seating.

In an official statement, WestJet confirmed it would eliminate what it termed “densified seating” by removing the additional row of seats. “Following a review of operational data and feedback from guests and WestJetters, the airline will return to its prior standard seat pitch for economy cabins on these recently reconfigured aircraft by removing one row of seats,” the company stated.

WESTJET TO CHARGE PASSENGERS FOR RECLINING SEATS ON NEW BOEING 737 FLIGHTS

WestJet’s Boeing cabin reconfiguration included three-seat classes on dozens of planes. (Westjet / Fox News)

The airline also announced plans to convert all 180-seat aircraft to 174-seat layouts, although timelines for this transition are still being determined. The initial rollout of the reconfigured seats has ignited widespread outrage among travelers and even crew members.

Concerns have been raised by pilots and flight attendants regarding the comfort and safety of the new seating arrangement. Specifically, they questioned whether passengers could safely evacuate the plane in an emergency given the confined seating.

SOUTHWEST ROLLS OUT NEW CONDITIONS FOR PLUS-SIZE PASSENGER REFUNDS

A WestJet 737 airplane arrives at Toronto Pearson International Airport in Mississauga, Ontario, on September 9, 2025. (Mike Campbell/NurPhoto/Getty / Getty Images)

Alia Hussain, president of the union local representing WestJet cabin personnel, expressed satisfaction with the airline’s decision to reverse its seating policy. Flight attendants had been inundated with complaints from frustrated passengers, and in some instances, they had to rearrange seating for taller travelers whose legs did not fit comfortably.

“It created a hostile working environment for us as cabin personnel,” Hussain remarked.

AIRLINES ARE IN ‘ARMS RACE’ TO UNVEIL UPGRADED LUXURY SUITES

Two WestJet Boeing 737 MAX 8 and Boeing 737-700, are pictured at Calgary International Airport in Calgary, Alberta, Canada, on August 6, 2025. (Artur Widak/NurPhoto / Getty Images)

While the non-reclinable seats were initially intended to enhance personal space and maintain affordable travel options, WestJet acknowledged the necessity to align product decisions with customer needs. “WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares,” stated WestJet Group Chief Executive Officer Alexis von Hoensbroech. “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.”

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The airline has paused its reconfiguration plans since December and is now accelerating its evaluation of the new interior layout.

Reuters contributed to this report.

WestJet Airlines made headlines on Friday by announcing a reversal of its controversial decision to reconfigure planes with tighter seating arrangements. This change comes after videos surfaced online, showcasing frustrated travelers with their knees pressing against the seat in front of them due to the cramped conditions.

The reconfiguration, which began in late October on select Boeing 737s, reduced the space between rows to just 28 inches to fit in an extra row of seats. Additionally, the airline made economy class seats non-reclinable, leaving passengers with the option to pay extra for adjustable seating.

In an official statement, WestJet confirmed it would eliminate what it termed “densified seating” by removing the additional row of seats. “Following a review of operational data and feedback from guests and WestJetters, the airline will return to its prior standard seat pitch for economy cabins on these recently reconfigured aircraft by removing one row of seats,” the company stated.

WESTJET TO CHARGE PASSENGERS FOR RECLINING SEATS ON NEW BOEING 737 FLIGHTS

WestJet’s Boeing cabin reconfiguration included three-seat classes on dozens of planes. (Westjet / Fox News)

The airline also announced plans to convert all 180-seat aircraft to 174-seat layouts, although timelines for this transition are still being determined. The initial rollout of the reconfigured seats has ignited widespread outrage among travelers and even crew members.

Concerns have been raised by pilots and flight attendants regarding the comfort and safety of the new seating arrangement. Specifically, they questioned whether passengers could safely evacuate the plane in an emergency given the confined seating.

SOUTHWEST ROLLS OUT NEW CONDITIONS FOR PLUS-SIZE PASSENGER REFUNDS

A WestJet 737 airplane arrives at Toronto Pearson International Airport in Mississauga, Ontario, on September 9, 2025. (Mike Campbell/NurPhoto/Getty / Getty Images)

Alia Hussain, president of the union local representing WestJet cabin personnel, expressed satisfaction with the airline’s decision to reverse its seating policy. Flight attendants had been inundated with complaints from frustrated passengers, and in some instances, they had to rearrange seating for taller travelers whose legs did not fit comfortably.

“It created a hostile working environment for us as cabin personnel,” Hussain remarked.

AIRLINES ARE IN ‘ARMS RACE’ TO UNVEIL UPGRADED LUXURY SUITES

Two WestJet Boeing 737 MAX 8 and Boeing 737-700, are pictured at Calgary International Airport in Calgary, Alberta, Canada, on August 6, 2025. (Artur Widak/NurPhoto / Getty Images)

While the non-reclinable seats were initially intended to enhance personal space and maintain affordable travel options, WestJet acknowledged the necessity to align product decisions with customer needs. “WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares,” stated WestJet Group Chief Executive Officer Alexis von Hoensbroech. “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.”

GET FOX BUSINESS ON THE GO BY CLICKING HERE

The airline has paused its reconfiguration plans since December and is now accelerating its evaluation of the new interior layout.

Reuters contributed to this report.