WestJet Scraps Boeing 737 MAX Legroom Cuts Following Intense Passenger Feedback
Key Points
- 1WestJet is reversing its controversial seating plan on 22 Boeing 737 aircraft, removing one row of seats.
- 2The original plan reduced seat pitch to 28 inches to add an extra row, increasing capacity from 174 to 180 seats.
- 3The airline will restore the previous 174-seat configuration and standard legroom following widespread customer and employee backlash.
- 4The decision, announced on January 16, 2026, was accelerated after a viral social media video highlighted the cramped conditions.
WestJet has announced it will reverse its controversial decision to implement densified seating on a portion of its narrowbody fleet. The airline will restore its previous standard economy seat pitch by removing one row of seats on affected aircraft. This WestJet seating reversal follows a period of intense passenger legroom backlash from customers and employees.
Background on Cabin Reconfiguration
WestJet first announced the airline cabin reconfiguration plan last September 2025. The move was intended to reconfigure 43 of its Boeing 737-8 MAX and 737-800 aircraft. The design added an extra row of seats, increasing capacity from 174 to 180 seats. This change reduced the seat pitch—the distance between a point on one seat and the same point on the seat in front—to as low as 28 inches in some rows. The new layout also featured a fixed-back seat design in the economy cabin.
WestJet had stated the strategy was to offer more affordable airfares. The 28-inch pitch is common among certain low-cost carriers globally. However, this configuration gave WestJet the tightest economy seating of any major Canadian airline.
The Impact of Backlash
Customer complaints quickly mounted regarding the limited space. The issue gained national attention after a viral social media video showed passengers struggling with the cramped legroom. The backlash also included safety concerns from staff and passengers about emergency evacuations. The airline paused the rollout in December 2025 to evaluate feedback.
WestJet CEO Alexis von Hoensbroech accelerated the review process. The CEO noted the blowback began to show up in sales figures and customer loyalty data. He emphasized the need to “react quickly if they don’t meet the needs of our guests.”
Operational Reversal
The decision means WestJet will not proceed with the Boeing 737 MAX cabin reconfiguration on the remaining aircraft. Furthermore, the airline will modify the 22 aircraft that already received the new layout. This costly U-turn involves removing one row of seats to return to the prior 174-seat configuration. The standard economy seat pitch will be restored to better align with guest expectations.
- The original plan was to reconfigure 43 aircraft.
- Approximately 22 aircraft received the 180-seat, 28-inch pitch layout.
- The airline will now revert these planes to a 174-seat layout.
- The decision highlights the importance of customer experience strategy in commercial aviation news.
WestJet confirmed the original configuration was approved by Transport Canada and met safety standards. However, the airline is prioritizing guest satisfaction over the densification plan. The airline will continue with other planned cabin upgrades, including new interiors and enhanced amenities. This includes the ongoing rollout of Starlink Wi-Fi across the fleet.
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Ujjwal SukhwaniAviation News Editor & Industry Analyst delivering clear coverage for a worldwide audience.
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