WestJet Rolls Back Economy Cabin Redesign, Prioritizing Comfort

WestJet Airlines has decided to revert its controversial economy cabin redesign after facing overwhelming criticism from passengers and media. The redesign, which introduced a 28-inch seat pitch on select Boeing 737 aircraft, will now be phased out. This decision comes after a comprehensive review of operational data and customer feedback, signalling WestJet’s commitment to both affordable airfares and passenger comfort.

In September 2025, WestJet introduced a new seating arrangement in its economy cabins, aiming to fit more seats on its Boeing 737-800 and 737-8 MAX aircraft. The seats, which were ultra-slimline, offered less legroom than the industry standard. The move was intended to provide travelers with cheaper ticket prices, but it sparked a significant outcry due to the cramped conditions.

Original Cabin Redesign: Aiming for More Seats, Sacrificing Comfort

The airline’s original redesign was built with the goal of increasing the number of economy seats on its aircraft. WestJet introduced slimmer seats and reduced the typical seat pitch from 30”-31” to just 28”. This reduction in legroom was considered a major inconvenience for many passengers, particularly those on longer flights. To make matters worse, several of the economy seats lost their recline feature, further exacerbating the discomfort.

Despite the goal of offering more affordable fares, this move drew substantial criticism. Passengers expressed frustration with the lack of comfort, particularly in an era when airlines are already under scrutiny for seat sizes and overall customer experience. Media outlets, travel experts, and even WestJet employees voiced their concerns, creating a widespread backlash.

WestJet Responds to Feedback and Reverses the Redesign

In response to the mounting criticism, WestJet paused the rollout of the new cabin configuration in December 2025. The airline acknowledged the importance of customer feedback and took steps to reevaluate the seating arrangements. Following a thorough review, WestJet decided to remove the extra row of seats and return to its previous seat pitch of 30”-31”. The reconfiguration process is expected to continue throughout 2026, subject to engineering certification and logistical considerations.

Alexis von Hoensbroech, CEO of WestJet Group, publicly acknowledged the importance of customer satisfaction. He stated that while affordable airfares are vital to the airline’s business model, it was crucial to respond quickly to passengers’ needs. WestJet remains committed to introducing new products but emphasized that guest comfort should never be compromised. This reversal is a direct result of listening to travelers’ concerns and prioritizing their well-being in the long run.

Cost of Reconfiguration: A Necessary Investment in Passenger Comfort

Reworking the already completed aircraft is expected to incur significant costs for WestJet. These costs will include labor for the necessary modifications and downtime during aircraft maintenance. However, the airline views these costs as essential to meet passengers’ comfort needs. The airline understands that in today’s competitive aviation market, maintaining high levels of customer satisfaction is crucial for retaining and attracting passengers.

The decision to revert the cabin design is a clear signal that WestJet is willing to invest in the comfort of its passengers, even if it means incurring higher costs. This focus on customer comfort also has a broader impact on the airline’s long-term success, as happier passengers are more likely to become loyal customers.

Evaluation of Other Changes: Looking Beyond Seat Pitch

While WestJet is undoing the controversial seat pitch reduction, the airline continues to explore other aspects of its cabin layout. The airline is investing in broader cabin reconfiguration efforts, including the introduction of refreshed interiors, modernized designs, and enhanced amenities. These changes are aimed at improving the overall passenger experience, from the moment travelers board the aircraft to the time they disembark.

WestJet’s commitment to continually improving its cabin layouts aligns with its focus on providing a better experience for both leisure and business travelers. As the airline works to ensure that its services meet the needs of modern travelers, it will likely introduce further innovations in the coming months.

Benefits for Tourists and Air Travel Comfort

The reversal of the 28” seat pitch redesign has significant implications for tourists. Air travel is a major part of the tourism industry, and the comfort of passengers plays a key role in their overall experience. WestJet’s decision to restore its previous seat pitch will directly benefit tourists, especially those embarking on long-haul flights.

Tourists flying on WestJet can now expect more comfortable seats with additional legroom, making their travel experience more enjoyable and less tiring. For families, business travelers, and those who simply want to relax during their journey, the improved seating arrangements will offer better overall comfort. As the tourism industry continues to recover, airlines that prioritize passenger satisfaction, like WestJet, will likely see greater demand from travelers seeking a pleasant flight experience.

WestJet’s Commitment to Affordable Yet Comfortable Travel

WestJet’s decision to roll back its controversial cabin redesign reaffirms its dedication to balancing affordability with passenger comfort. As the airline moves forward with its reconfiguration process, travelers can look forward to improved seating arrangements, enhanced amenities, and modernized cabin designs. The airline remains committed to offering competitive fares while ensuring that its passengers have a comfortable and pleasant travel experience.

WestJet’s ability to listen to customer feedback and adapt quickly shows that the airline values the satisfaction of its passengers above all else. This move is likely to strengthen the airline’s reputation among travelers and could help foster a sense of loyalty among its customer base.

[Image Credit:WestJet]