Did WestJet Executives Know Their New Boeing 737 Seats Were Too Cramped?
Key Points
- 1WestJet CEO and executives flew on a Boeing 737 with the new 28-inch pitch seats in November, weeks before a viral video sparked public backlash.
- 2The new configuration, which increases capacity to 180 seats, was approved by Transport Canada for safety but is the tightest among major Canadian airlines.
- 3WestJet paused further installation of the compressed seating on its fleet in December to monitor feedback, but plans to resume the program in spring 2026.
- 4The airline defends the change as a way to offer more affordable fares, while critics cite concerns over passenger comfort, mobility, and emergency evacuation safety.
In a move underscoring the tension between airline profitability and passenger experience, WestJet executives sampled the airline's new, high-density Boeing 737 cabin configuration just weeks before a viral video ignited public outrage. The new layout features a 28-inch seat pitch in the main economy section, the tightest configuration among major Canadian carriers. The controversy highlights the ongoing industry debate over minimum passenger comfort standards and safety margins in a competitive market.
Executive Flight Test and Internal Reaction
In November, WestJet CEO Alexis von Hoensbroech and other senior executives boarded a Boeing 737 flight from Calgary to Toronto. The purpose was to test the new, compressed seating in the rear of the cabin. This test was requested by union officials concerned about the reduced legroom.
The group occupied rows 27 and 28, which feature the ultra-tight 28-inch seat pitch and a fixed recline design. An executive from the flight attendant union noted that most leaders “acknowledged that the seating configuration would present challenges” on longer or overnight flights. However, the internal sentiment from WestJet leadership was that the new configuration was “generally acceptable” for shorter routes.
This internal assessment came less than six weeks before a viral TikTok video was posted on December 27. The video, which has since garnered over 1.1 million views, showed an elderly couple struggling to fit their legs in the cramped space, sparking widespread Canadian air travel backlash.
The New High-Density Configuration
WestJet announced in September that it would reconfigure 43 of its Boeing 737 jets. The goal was to install an extra row, increasing the total capacity to 180 passengers. This change allows the airline to offer more affordable fares.
- Economy Class: A dozen rows feature the 28-inch seat pitch and a fixed recline design.
- Extended Comfort: 36 seats offer a more generous 34-inch pitch.
- Premium: 12 seats provide a 38-inch pitch.
The tiered cabin structure aims to boost airline profit margins by charging a premium for the more spacious rows. So far, 21 planes have received the compressed configuration. This 28-inch seat pitch puts WestJet's economy section on par with ultra-low-cost carriers like Spirit Airlines and Wizz Air.
Safety and Regulatory Oversight
The reconfiguration has drawn strong criticism from employee groups. The Air Line Pilots Association (ALPA) stated the change “erodes the guest experience and devalues our brand.” ALPA also warned that the tighter layout “reduces the superior safety margins of previous layouts due to cramping,” despite receiving Transport Canada approval.
Transport Canada confirmed that the modifications underwent an “extensive safety and certification process.” The regulator's mandate is to ensure compliance with “rigorous airworthiness standards” for safety, including emergency evacuation safety. However, comfort and passenger experience fall under the purview of the Canadian Transportation Agency (CTA), not Transport Canada. Aviation experts, such as McGill University's John Gradek, note that there are currently no federal rules in Canada setting a minimum seat pitch for comfort. This regulatory gap is a key point of contention for consumer rights advocates.
Industry Impact and Future Plans
In December, WestJet paused the installation of the controversial seats on the remainder of its fleet. The airline stated the pause was to support operations during the peak winter travel season and to assess customer and employee feedback. WestJet plans to resume reconfiguring its all-economy aircraft in the spring of 2026.
For cabin crew, the tighter environment presents operational challenges. The Canadian Union of Public Employees (CUPE) noted that the confined space makes tasks like cleaning and carrying out emergency procedures more difficult. The union’s leadership stressed that the airline should not be in a “race to offer the least.”
As the industry continues to push for greater efficiency, this incident highlights the growing challenge for airlines. They must balance the demand for lower fares with maintaining acceptable passenger comfort and safety standards. For more insights on commercial aviation news, visit flying.flights. The global aviation community, overseen by bodies like EASA, closely monitors such developments.
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