A viral 30-second TikTok video of a couple of people dealing with WestJet's new smaller-legroom plane layout seems to have been instrumental in pushing Westjet to reverse their policy.
WestJet had changed the layout of 22 of their Boeing 737s to have an extra row of seats in order, they say, to save customers money. Each economy class seat had a 28" pitch (the distance between one seat and the seat in front), compared to the usual North American 29" or 30" pitch. They were also made non-reclining, or with a "fixed recline design" in industry parlance.
They say that this kind of layout in common in Europe, but Canadians were having none of it, and there was a strong backlash from customers. In fact, so strong a backlash that WestJet reversed their decision and reverted to the old layout, saying " We saw that this was all trending in the wrong direction".
And social media trends are what it's all about these days. So, here's a rare example of a commercial company bowing to the demands of customers.
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