A Winnipeg couple says changes to economy-class seating on WestJet flights have left them facing extra costs and a tangle of medical paperwork just to fit comfortably in their seats.
The airline announced last fall it would reconfigure seating on 43 Boeing 737 aircraft, adding an extra row and dividing cabins into more tiers.
The move reduces legroom in standard economy seating, a change WestJet said would maintain safety and accommodation while offering more affordable options.
But Jeremy Dias says those assurances fell short when he and his partner booked a holiday flight from Winnipeg to Toronto. Dias says his partner, who is six feet, five inches tall, already struggles with limited legroom.
Dias says the couple contacted WestJet in advance and were told a doctor’s note confirming his partner’s height would be sufficient.
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“Both of us were told that if we were to get a doctor’s note attesting to his height that would be fine,” Dias told Global News.
After submitting the note, he says they were then told a new online medical form also had to be completed by their physician.
That form, Dias says, was a 12-page PDF requiring detailed information and signatures. He says their doctor refused to fill it out, calling the request unreasonable.
Amid growing public criticism, WestJet is now moving to accelerate its review of the reconfigured seats.
In an internal message to staff obtained by Global News and first reported by Reuters, the airline said it is speeding up a review of its non-adjustable economy seats and could finalize a path forward as early as this week, weeks ahead of an earlier February timeline.
WestJet did not respond directly to a request for comment on the Winnipeg couple’s case. In a statement released last week, the airline said the compact seating design is part of a pilot program and that it will closely monitor guest and employee feedback.
The airline said it is reviewing guest and employee feedback to inform next steps.
Winnipeg-based travel content creator Graeme Bligh says the airline’s recent direction has changed his loyalty.
He says he has moved away from WestJet as added fees and tighter seating have become more common.
Transport Canada says its airline safety regulations do not specify minimum space between seats, but require that passengers can evacuate aircraft safely under various conditions.
With their doctor unwilling to complete the form, Dias told Global the couple paid to upgrade their seats. He says they have since filed a complaint with the Canadian Transportation Agency, though he expects the process could take years.
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