WestJet has decided to backtrack on a recent seating layout change following a public outcry triggered by a viral video. The airline had introduced a new configuration that added an extra row to many of its planes, resulting in reduced legroom for passengers. After facing criticism from both customers and staff, the airline’s CEO, Alexis von Hoensbroech, announced that they would revert to a more spacious cabin layout due to negative feedback impacting customer loyalty and satisfaction metrics.
The reinstallation process to return the cabins to their previous layout is expected to be completed by the end of the year. The controversial seating arrangement, already implemented on nearly 22 of WestJet’s Boeing 737s, featured non-reclining seats with limited legroom, drawing national attention after a TikTok video highlighting the cramped conditions went viral. Concerns were raised by both passengers and employees regarding safety implications and overall customer experience in the tightly packed cabin.
In response to the feedback and negative publicity, WestJet plans to convert all 180-seat jets to a 174-seat layout after obtaining regulatory approval. While this change may lead to a slight increase in fares due to the reduced number of seats, the airline aims to prioritize customer satisfaction and address concerns raised by the public. The decision reflects a rare instance where customer voices have influenced airline policies, signaling a shift towards more responsive customer service practices.
Despite the efforts to address the issues raised, winning back disillusioned passengers may pose a challenge for WestJet as it seeks to rebuild its brand reputation. The airline’s decision to reverse the seating layout change has been welcomed by cabin crew members, who had also expressed dissatisfaction with the cramped conditions. Moving forward, WestJet aims to foster a more collaborative dialogue with its employees to ensure a better travel experience for passengers.
The revised cabin layout will feature mainly 30-inch economy seats, offering improved comfort compared to the previous configuration. While the reconfiguration process presents challenges and additional costs for the airline, including rewiring in-seat power and dealing with safety equipment, it aims to enhance passenger comfort and satisfaction. The decision to prioritize passenger feedback and comfort underscores the importance of customer-centric approaches in the airline industry.
