WestJet Reverses Decision on Tight Seating Layout Installation
WestJet has made a significant reversal in its seating arrangement plans following considerable public outcry. The Canadian airline announced on a recent Friday that it would abandon its controversial decision to install a tighter configuration in many of its aircraft, which resulted in reduced legroom for passengers. This decision comes after a viral TikTok video highlighted the cramped conditions, drawing over 1.1 million views and prompting negative feedback from customers and employees alike.
Return to Spacius Seat Layout
Following the backlash, WestJet plans to revert to a more spacious seating layout by the end of 2023. The airline’s CEO, Alexis von Hoensbroech, stated that customer feedback reflected a decline in loyalty and satisfaction, leading to this change. Nearly two-dozen Boeing 737 aircraft had already received the new configuration, which included non-reclining seats and the smallest legroom on any major Canadian carrier.
Impact of the Decision
- Original configuration was set to be implemented on 43 aircraft.
- All tight-packed 180-seat jets will be converted to a roomier 174-seat layout.
- Potential for fare increases due to the reduction in seat count.
While this new seating arrangement may result in fare hikes, travel experts express that it honors customer preferences. Andrew D’Amours, founder of the flight deal site Flytrippers, emphasized the necessity of offering affordable options for all travelers.
Challenges Ahead for WestJet
Despite the decision to revert to the previous configuration, WestJet faces challenges in restoring its reputation. The airline must navigate customer skepticism toward its commitment to improving the travel experience. Industry experts, including aviation management professor John Gradek, highlighted the importance of rebuilding trust with disillusioned passengers.
Union Support for the Change
The decision has also garnered support from the union representing approximately 4,600 flight attendants. Alia Hussain, representing the union, expressed hopes for improved communication with the management moving forward. Flight crews had reported increased tension and discomfort among passengers due to the cramped seating.
Technical Considerations of the Reconfiguration
The switch back to a more spacious seating plan involves significant logistical challenges. Von Hoensbroech noted that the reinstallation process not only affects the seats themselves but also necessitates adjustments to overhead compartments and in-flight amenities, including rewiring for oxygen masks and power outlets.
Comparison to Budget Airlines
With the previous layout aligning more closely with that of budget carriers like Spirit and Frontier Airlines, the backlash emphasized the need for a distinct customer experience on longer flights, particularly during Canada’s winter travel season. As a result, the revamped planes are expected to feature primarily 30-inch economy seats, enhancing comfort for passengers enduring long-haul flights.
In summary, WestJet’s decision to reverse its tight seating layout installation underscores the growing influence of customer feedback in shaping airline policies. The undertaking to enhance passenger comfort, while potentially increasing fares, reflects a commitment to customer satisfaction.
