WestJet has decided to roll back its tighter seating changes after strong public criticism, which grew following a widely shared video showing a family having trouble fitting into their seats. CBC
New documents reveal that Transport Canada received a warning about safety risks linked to WestJet seating changes weeks before a widely shared video brought the issue into public view.
A flight attendant raised concerns in early December 2025, describing the updated seating layout as a possible hazard. The report reached federal officials before a video posted later that month showed passengers struggling with limited legroom.
Details of the reported incident
The report outlined an incident that took place on November 29 during a flight from Puerto Vallarta to Calgary. The aircraft had undergone changes to fit an extra row of seats, reducing space for passengers.
According to the report, a tall passenger could not fit properly into his seat. His legs and body extended into the aisle, creating a difficult situation for both him and nearby passengers.
Crew members tried to help by moving him, but he became stuck in his seat and could not stand up on his own. Only after lifting the armrest and receiving help from a family member did he manage to get out.
The flight attendant warned that such a situation could become dangerous during an emergency, as it might block others from exiting quickly.
Concerns about emergency safety
The report clearly described the situation as an “imminent risk.” It stressed that limited space could prevent passengers from leaving their seats during an emergency.
The flight attendant also shared the report with the airline, stating the goal was to address the issue quickly with guidance from federal regulators.
Transport Canada later replied that it had contacted the airline and would continue to monitor the situation. Officials said the airline was reviewing the risks under its safety management system.
Passengers share similar concerns
Some travellers later reported similar experiences. One passenger said her husband, who is over six feet tall, could not sit comfortably on a flight from Cancun to Regina.
She expressed worry about his safety, especially during turbulence or an emergency landing. She said, "I'm disappointed. I'm frustrated. I can't believe that you ignored something that involves passenger safety. That's why you exist."
A crew member eventually moved him to a seat with more space.
Airline reverses seating plan
Following public backlash and growing concerns, WestJet announced in mid-January that it would reverse the seating changes.
Experts say crew members often raise concerns internally first before contacting regulators. When issues remain unresolved, they may turn to formal reporting channels.
Ongoing questions about response
The timing of events has raised questions about how quickly authorities acted after receiving the initial warning.
While officials say they followed up with the airline, critics argue that stronger action could have come sooner to address possible safety risks.
