WestJet has entered a critical week as the airline speeds up its review of its controversial non-adjustable economy seats after strong backlash from passengers. Travelers across Canada voiced concerns about the tight 28-inch seat pitch that WestJet introduced on select Boeing 737 aircraft last year. The new seat design created less legroom and fixed recline, which sparked a heated debate about comfort and value for travelers in 2026.
Passenger frustrations grew louder on social media, where travelers shared videos and photos that highlighted the limited space. These posts spread quickly and pushed WestJet to bring its review forward. The airline planned its official decision for February, but Samantha Taylor, Chief Experience Officer, confirmed that WestJet would now make a decision this week.
The fast response shows WestJet understands the scale of customer dissatisfaction. The airline also recognizes the pressure to improve comfort as global tourism rises and travelers demand better in-flight experiences.
Travelers Push Back Against New Seat Layout
Travelers criticized the 28-inch pitch because it restricts movement for both short and long flights. Many travelers said that the design caused discomfort and made simple movements difficult. Some travelers even claimed the layout felt unsafe for longer journeys.
The new seats allowed WestJet to add an extra row of seats to some aircraft. This move increased capacity, but it reduced comfort for passengers who expected a standard level of space. Travelers stated that the new seats did not match the airline’s reputation for friendly service and fair value.
The backlash caught the attention of WestJet’s executive team. Many travelers said they wanted transparency and quick action, and WestJet moved fast to address those expectations.
WestJet Acts Quickly to Address Concerns
WestJet told employees last week that the company would not wait until February. Instead, the airline will settle on a decision within days. The internal message highlighted that customer comfort guides the airline’s next steps.
Executives tested the seats themselves during a flight between Calgary and Toronto. This test allowed leaders to feel the same discomfort that travelers reported. The gesture showed the airline’s willingness to understand the issue directly.
Travelers now wait to see if WestJet will remove the fixed-back seats, adjust the pitch, or introduce new designs that offer more space.
Crew and Staff Raise Additional Concerns
Flight crews also raised concerns about the new seats. Cabin crew said they struggled to move through the aisle and support passengers in tight cabin conditions.
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