WestJet, Canada's second-largest airline, has announced a reversal of its controversial seat densification strategy. The airline will remove an extra row of seats from nearly two dozen aircraft, returning to its previous economy cabin configuration. This decision comes after significant passenger criticism, amplified by viral social media posts.
The airline's initial plan, implemented in October, added an extra row of seats to some Boeing 737 aircraft. This change reduced the space between rows by approximately two inches, aiming to lower ticket prices. Instead, it led to widespread passenger frustration.
Key Takeaways
- WestJet will remove one row of seats from 23 reconfigured aircraft.
- This reverses a policy that reduced seat pitch by about two inches.
- The change aims to address passenger complaints about cramped conditions.
- No timeline has been given for the completion of the reconfigurations.
Public Backlash Prompts Policy Change
The airline faced a wave of negative feedback following the reconfiguration. Many passengers reported uncomfortable flying experiences due to the reduced legroom. A video shared on social media, showing a couple visibly cramped in their seats on a WestJet flight, quickly gained over one million views. This video became a focal point for the growing passenger discontent.
Amanda Schmidt, the daughter of the couple featured in the viral video, voiced her concern.
"If they're selling a seat for a human, it should fit a human," Schmidt stated. "It's inhumane, basically, to make people travel like this."Her comments reflect a broader sentiment among travelers who felt the airline prioritized profit over passenger comfort.
Quick Facts
- Aircraft will reduce from 180 to 174 seats.
- Twenty-three aircraft were reconfigured since October.
- The original goal was to offer more affordable airfares.
Airline's Rationale and CEO's Response
WestJet's initial strategy to add seats was an attempt to emulate practices seen with other low-cost carriers globally. The airline believed that by increasing capacity, it could offer more competitive and affordable airfares to its customers. This approach is common in the industry, where airlines often balance passenger comfort with operational efficiency and pricing strategies.
Alexis von Hoensbroech, WestJet's CEO, acknowledged the feedback in a recent statement.
"WestJet tried seat pitches that are popular with many airlines around the globe as they serve to provide affordable airfares," von Hoensbroech said. "It's in our DNA to try new products. At the same time, it is just as important to react quickly if they don't meet the needs of our guests."This statement highlights the airline's commitment to responding to customer needs, even if it means reversing a recent business decision.
Industry Context
The airline industry often faces a challenge in balancing passenger comfort with cost-effectiveness. Many carriers, especially budget airlines, opt for denser seating configurations to maximize revenue and offer lower fares. For example, Spirit Airlines features seats that do not recline, and Frontier Airlines advertises "pre-reclined" seats. These practices are aimed at optimizing space and reducing turnaround times.
Safety Concerns and Regulatory Gaps
Beyond comfort, concerns about safety also emerged. Robert Sumwalt, a former National Transportation Safety Board chair and transportation safety expert, pointed out potential issues with tight seating during emergencies.
"It certainly stands to reason that if you decrease the amount of space between the seats, it's going to make it more difficult for someone to get out in the event of an emergency," Sumwalt explained.This raises questions about evacuation procedures in densely packed cabins.
Currently, there are no specific federal requirements in the United States regarding airplane seat size or the distance between rows. This lack of regulation allows airlines significant leeway in configuring their cabins, often leading to a focus on maximizing passenger numbers. The incident with WestJet underscores the need for a balance between airline operational decisions and passenger well-being, including safety considerations.
Looking Ahead: The Reconfiguration Process
WestJet has not yet provided a specific timeline for when the reconfigured aircraft will have their seats restored to the previous standard. The affected planes will see their capacity reduced from 180 seats to 174 seats, a decrease of six seats per aircraft. This change will involve a significant logistical effort to modify the nearly two dozen planes that underwent the densification.
The airline's decision marks a notable shift in strategy, prioritizing customer satisfaction over the immediate goal of increased capacity for lower fares. It also serves as a reminder of the powerful impact of public opinion and social media in shaping corporate decisions within the travel industry.
