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WestJet reviews non-reclinable seat policy in response to passenger complaints

WestJet Airlines will review its non-adjustable seats in economy class as soon as this week. This is after a backlash from passengers who complained about the lack of leg room, according to an internal message seen by?.

Samantha Taylor, the Chief Experience Officer of Air Canada, told her employees that the carrier was reviewing data and feedback from passengers to determine the best way forward in rolling out the seats onto more aircraft.

Taylor wrote: "While originally we planned to make a decision by February, we are now working to accelerate that process and arrive at a 'plan forward aligned as early as this week."

WestJet has not yet made a decision on the reconfigured seats. They are in a fixed-reclining configuration. The airline was not available to comment on Tuesday. WestJet's introduction of reconfigured seats last year on?some Boeing 737 -?planes - was widely viewed as a test to the limits of addon culture. The option to upgrade to adjustable economy seats is still available but at a cost. WestJet, backed by Onex Corp, halted the rollout last month. However videos of passengers with cramped leg space appeared on social media in January. The space between rows of seats (also known as pitch) was reduced from 30 inches to 28 inches in order to accommodate an additional row of seating.

Taylor's message thanked frontline team members, such as cabin crew, who "managed our guests' frustrations"? over the seating.

WestJet pilots and flight attendants also voiced concerns about the new configuration, warning that it could have a negative impact on health and safety.

WestJet CEO Alexis von Hoensbroech and other executives from the carrier tried the new seat during a flight in November from Calgary to Toronto.

Von Hoensbroech asked to sit in the middle "so he could see the entire cabin layout," according to the memo.

Transport Canada, the federal regulator, said that WestJet’s seat modifications were "compliant" with federal regulations. (Allison Lampert, Montreal)

(source: Reuters)