What Happened to WestJet? A Viral Moment and a Bigger Problem

By Garrett Gaudet

WestJet Boeing 737 gracefully approaches for landing under a clear blue sky in Calgary.

WestJet didn’t just have a bad week — it had a viral moment that cracked open a much bigger conversation about air travel in Canada.

In the first episode of the year on the Garrett Gaudet Podcast, I dug into a video that’s been circulating everywhere: a WestJet passenger filming the legroom situation on one of the airline’s newer aircraft configurations. The footage shows two older passengers visibly struggling with the reduced space between seats — and once you see it, you can’t unsee it.

This wasn’t just one isolated clip. After the video went viral, more passengers started sharing their own experiences. TikTok, Instagram, and mainstream media all jumped in. Suddenly, WestJet’s cabin design became a national talking point.

Why This Hit So Hard

I want to be upfront: I’ve historically been a WestJet person. I’ve carried their credit card for years. I’ve collected WestJet Dollars (or Rewards — they’ve renamed it enough times). I don’t have any formal relationship with the airline, but I do have a history with them.

That’s part of why this matters.

The backlash isn’t really about one uncomfortable flight. It’s about trust. WestJet built its brand on being the friendlier, more human alternative to Air Canada. When passengers see seat pitch shrink dramatically — especially without clear communication — it feels like a betrayal of that original promise.

The Legroom Problem Isn’t Small

Seat pitch might sound like an aviation nerd detail, but it directly affects:

• Older passengers

• Taller passengers

• Anyone with mobility issues

• Anyone on a flight longer than an hour

• 
  

What made this video resonate was its visceral quality. You didn’t need specs or measurements — you could see how cramped it was, and how stressful that experience would be.

And once one video broke through, it unlocked a flood of similar stories. That’s usually a sign the issue has been simmering for a while.

Where WestJet Goes From Here

The viral moment itself will pass. What matters is what happens next.

Does WestJet:

• Acknowledge the issue transparently?

• Explain the design decisions?

• Adjust future cabin configurations?

• Or double down and hope the news cycle moves on?

Because once customers start filming their own planes, that’s not just PR noise — that’s a warning light.

Final Thought

This wasn’t just a legroom complaint. It was a signal that passengers are paying attention, expectations have changed, and brand goodwill is fragile.

WestJet still has time to course-correct. But moments like this show how quickly an airline can lose the narrative — especially in a country where travellers already feel boxed in.

If you want the full breakdown, you can listen to the full episode of the Garrett Gaudet Podcast.

Sometimes a viral video isn’t the problem. It’s the symptom.