WestJet Restores Economy Legroom Following Viral Backlash Over Cramped Seating Conditions
WestJet announced a major policy reversal on January 16 regarding its aircraft seating configuration, the Canadian airline confirmed it will abandon plans to reduce economy legroom to 28 inches after a viral video sparked public outrage, this decision highlights the growing tension between airline profitability and passenger physical comfort limits.
Strategic Shift Toward Densification Meets Consumer Resistance
WestJet has transitioned from its roots as a friendly budget carrier to a model focused on aggressive revenue generation since its 2019 acquisition by Onex Corporation. The airline introduced highly restrictive basic fares in 2024 to compete with ultra budget competitors, this strategy relied on charging separately for services to maximize unit economics. Management sought to squeeze more revenue from every square inch of the cabin, however, the move to reduce seat pitch represented a significant departure from standard comfort levels found on major North American carriers, this aggressive approach finally hit a breaking point when the physical size of passengers became a barrier to profit.
Viral Backlash Forces Immediate Fleet Retrofit Reversal
The controversy began when the airline started retrofitting Boeing 737 aircraft to increase capacity from 174 to 180 passengers. This modification required shrinking the seat pitch from 30 inches to a mere 28 inches, the new seats also featured fixed backs that prevented reclining. Public sentiment turned sharply negative after a TikTok video by Amanda Schmidt garnered over one million views, the footage showed her tall father physically wedged into the cramped space during a four hour flight, this visual evidence contradicted the airline claims about maintaining comfort.
Financial and Operational Consequences
CEO Alexis von Hoensbroech admitted the product failed to meet guest needs despite the goal of offering affordable fares, the airline must now remove the extra row from 21 modified aircraft. The company also scrapped plans to alter an additional 22 planes, this results in a significant financial double hit involving installation and removal costs without gaining the projected revenue. Unions representing pilots and cabin crew had previously flagged these changes as potential safety risks, they cited concerns regarding evacuation bottlenecks and hostile working environments caused by passenger discomfort.
Industry Analysts Warn of Physical Profit Limits
Aviation experts suggest this event marks a turning point for the airline industry regarding cabin densification. The reversal demonstrates that while passengers accept service unbundling, there is a hard physical limit to how much personal space airlines can remove. Competitors like Porter Airlines may gain an advantage by offering superior standard legroom, meanwhile, regulators in Canada and the United States face renewed pressure to establish minimum seat pitch standards for safety reasons.
WestJet now faces the challenge of rebuilding trust with travelers who increasingly view the brand as an aggressive budget carrier, officials must navigate these operational changes while maintaining relationships with minority shareholders including Delta Air Lines.
