'We're sorry': WestJet completes restoration of legroom to fleet aircraft

WestJet has finished reconfiguring its aircraft to restore original legroom for passengers, the airline said in e-mailed messages to passengers this week.

The airline said it had been operating a mixed fleet that included all-Economy aircraft previously operated by Sunwing and Swoop.

“Last year, we introduced a new cabin layout for these aircraft that added Premium and Extended Comfort options, but meant more seats with less leg room across the aircraft. This was a mistake,” the airline said in its message to passengers, signed by vice president of loyalty and strategic partners Steve McClelland and chief experience officer Samantha Taylor.

“You told us this experience did not meet the standard you expect from WestJet. It was less comfortable, less welcoming, and it damaged the trust that our members have placed in us over many years. We heard your feedback, and we’re sorry.”

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Now, these aircraft have been reconfigured to a standard 174-seat layout, complete with a minimum 30-inch pitch in each seat. Additional features added to these aircraft include free WestJet wi-fi (presented by Telus), headrests that adjust, charging ports, coat hooks and seatback phone/tablet holders. While interior changes have occurred, some of the aircraft may still be flying with Swoop or Sunwing colours; those will be changed by the end of the year.

The airline’s next phase of updates to the rest of their 737-800 and 737-8 MAX narrowbody aircraft will be completed by the end of 2027.

WestJet’s plan to increase seat capacity launched last year with plans to complete the project in fall.

But in January , WestJet ultimately decided to reverse their decision after a series of consumer complaints and a viral video that showed a man struggling to fit into the seat area of a reconfigured plane.

The original choice to shrink the seat size really reflected a decision that counteracted with the WestJet brand, said AnneMarie Dorland, associate professor of marketing at Mount Royal University’s Bissett School of Business.