Episode Details

WestJet is undoing its controversial 2023 move to squeeze more seats onto planes, admitting the cramped layout hurt customer trust and sparked backlash — including a viral video of a passenger struggling to fit. The airline is reverting to a standard 174-seat configuration with 30 inches of legroom, adding free Wi-Fi, adjustable headrests, and charging ports. While some planes still sport Sunwing or Swoop livery, those will be updated by year’s end. Originally slated for completion by fall 2023, the rollout has been delayed — but experts say this reversal is vital for rebuilding WestJet’s reputation as a customer-first brand. The airline’s acknowledgment that profit shouldn’t come at the cost of comfort is a win for travelers — and a reminder that when customers speak up, airlines listen. The rest of the fleet will get these upgrades by end of 2027.

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