WestJet finishes reconfiguring aircraft after admitting legroom cuts were 'a mistake'

WestJet has finished reconfiguring its aircraft to restore original legroom for passengers after acknowledging that last year's seat-reduction plan was "a mistake."

The airline said this week that it had been operating a mixed fleet including all-Economy aircraft previously operated by Sunwing and Swoop. Last year, WestJet introduced a new cabin layout for these aircraft that added Premium and Extended Comfort options but resulted in more seats with less leg room across the aircraft.

"You told us this experience did not meet the standard you expect from WestJet. It was less comfortable, less welcoming, and it damaged the trust that our members have placed in us over many years," the airline said in a message signed by vice president of loyalty and strategic partners Steve McClelland and chief experience officer Samantha Taylor. "We heard your feedback, and we're sorry."

WestJet reversed course in January after a series of consumer complaints and a viral video showing a man struggling to fit into the reconfigured seat area. The airline said these aircraft have now been reconfigured to a standard 174-seat layout with a minimum 30-inch pitch in each seat—the original configuration.

Additional features added include free WestJet wi-fi (presented by Telus), adjustable headrests, charging ports, coat hooks and seatback phone and tablet holders. While interior changes have been completed, some aircraft may still be flying with Swoop or Sunwing colours; those will be rebranded by year's end.

WestJet said the next phase of updates to the rest of its 737-800 and 737-8 MAX narrowbody aircraft will be completed by the end of 2027. The airline's plan to increase seat capacity launched last year with plans to finish in fall, but the reversal in January reshaped the timeline.

AnneMarie Dorland, associate professor of marketing at Mount Royal University's Bissett School of Business, said the original choice to shrink seat size contradicted WestJet's brand. "People have a lot of choices and if WestJet has told their customers that they are a human airline and then they go and do something that counteracts all of those elements, then they absolutely have to be public about the fact that they're reversing course," Dorland said. "People expect that of them and we'll stop believing them if they don't make that change."