WestJet Responds to Viral Video Amid Backlash Over New Seating Configuration
by Marsha Mowers
A social media video shared by a woman showing her parents squeezed into two WestJet seats and unable to straighten their legs has gone viral, prompting a response from the airline as it continues to face backlash over a new seating configuration currently installed on 21 planes.
In the video, posted by amanda_rae.13 on December 27, the woman asks her dad “can you just straighten out your legs there,” to which both parents reply “it’s impossible,” as they try to shift in their seats.
The video was shared by user YEGWAVE, and has received nearly 1M views with more than 4,000 likes and comments ranging from users concerned about health and safety to outrage that this is the state of economy seating on some WestJet planes.
The comments prompted a response from WestJet on X where the airline replied “The video shared is of one of our newly reconfigured aircraft. Previously, this aircraft operated with an all-economy cabin layout. WestJet pioneered making air travel available to more Canadian, through our ability to keep costs low and to offer affordable airfares – to continue to do so, we need to try new products, these aircraft accommodate an extra row by varying seat pitch between 38 and 28 inches. These pitches are in line with what you’ll find across North American airlines.”
WestJet went on to say that it is closely monitoring guest and employee feedback, while reassuring travellers the new seating layout is safe.
“Because safety is so important to us, it’s worth noting as part of the reconfiguration, the aircraft underwent an extensive safety and certification process. All modifications were completed in accordance with Transport Canada’s rigorous airworthiness standards and WestJet’s own high internal safety requirements.”
User CalgaryLankan wrote, “Long message to justify the horrible seat pitch and passing the blame to Transport Canada for their approval?”
Donna Weaver wrote, “Bye WestJet. ISO an airline where my legs aren’t pinned under the seat in front of me. This is such a stupid move.”
Javier Lozano wrote, “Framing this as affordability, benchmarking, and safety avoids the core issue. You can meet certification and industry norms and still degrade passenger experience when profit is optimized by quietly lowering the standard passengers are asked to remain loyal to.”
Last September, WestJet revealed plans to reconfigure Boeing 737 aircraft by adding an extra row of seats and dividing the cabin into multiple fare categories, with more legroom available at a higher price. The most controversial change was the introduction of seats featuring a “fixed tilt system,” meaning they do not recline. In early December, the airline softened its stance, announcing it would survey customers and employees after widespread dissatisfaction with the proposal.
