In a revealing prelude to a public relations storm, top executives at WestJet, including the CEO, personally tested the airline's new and heavily criticized cramped seating configuration just weeks before a viral online backlash erupted.
The Executive Test Flight
The unusual experiment took place in November 2025. WestJet CEO Alexis von Hoensbroech, accompanied by five other company executives, the board chairman, and union representatives, boarded a Boeing 737 flight from Calgary to Toronto. Their mission was to experience firsthand the new "super-tight" economy class configuration that had begun drawing fierce criticism from passengers.
The test was reportedly requested by union officials after videos of the uncomfortable seats began circulating online. One particularly viral TikTok clip, posted by an Alberta woman showing her parents squeezed into the row, amassed over 1.1 million views and sparked a broader debate about passenger comfort and safety versus lower fares.
Acknowledgment of Discomfort
Following the flight, the executives conceded the new setup was problematic for certain types of travel. According to a union bulletin obtained by The Canadian Press, the officials on board acknowledged that the seating arrangement "would present challenges" on longer or evening flights due to "limited comfort and mobility."
However, the bulletin also noted that WestJet management found the configuration "generally acceptable" for shorter journeys. CEO von Hoensbroech offered a personal perspective, stating she "personally felt OK" in the seat and pointing out that similar tight seating is common among many European and North American budget carriers.
"However, I understand it is subjective and many people may feel different, we are actively listening to this feedback," von Hoensbroech told The Canadian Press.
Configuration and Controversy
The root of the controversy lies in a reconfiguration plan WestJet announced in September 2025. The plan involved modifying 43 of its Boeing 737 jets to add an extra row, creating more seating tiers within the cabin. To date, only 21 of the planes have been updated.
The changes are significant for passenger space. In the reconfigured economy section, twelve of the twenty-two rows now feature a seat pitch of just 28 inches—the distance from one point on a seat to the identical point on the seat in front. This is two inches less than the standard pitch offered by other major Canadian airlines and is coupled with seats that have limited recline.
WestJet has defended the move, stating it allows for cheaper base fares, with extra space available for a premium. This strategy aligns the Calgary-based carrier with ultra-low-cost airlines like Spirit Airlines and Frontier Airlines. Notably, no other Canadian airline currently offers a 28-inch pitch in economy.
The backlash from both passengers and airline staff has been intense, with many raising concerns that the extreme tightness compromises both safety and the overall customer experience.
Pause and Future Plans
Facing the wave of negative feedback, WestJet temporarily halted the installation of the new seats. However, the pause appears to be short-lived. The company has indicated plans to resume the reconfiguration program in the spring of 2026.
The episode highlights the ongoing tension in the aviation industry between competitive pricing and passenger comfort, placing WestJet at the center of a heated national discussion about the future of air travel in Canada.
