Porter Airlines Customer Service Issues

Due to a delay in my flight, AC [redacted] from Chicago to Toronto, and then a 6-hour delay in retrieving my luggage, I missed my Porter flight from Toronto to Thunder Bay. As an 18-year-old solo traveler, searching for my luggage at YYZ airport was challenging. Despite numerous calls to customer care, the lack of information about my delayed luggage caused me to miss my flight and be stranded overnight in Toronto. I had no one to turn to for help and had to book a new flight with Air Canada for $[redacted] CAD the next day. I am disappointed with the poor communication and service and request compensation or a refund. Thanks, S.S. [redacted]

I am writing to share my disappointment with your company. As a frequent flyer of Porter Airlines who has always experienced excellent service, I was taken aback by the lack of compassion displayed during a recent flight cancellation due to urgent medical reasons. My husband and I were scheduled to travel to and from Ottawa from Toronto on November 24-25, [redacted], with tickets purchased by my sister-in-law on November 2nd. Following a fall on November 6th, I discovered I had a fractured left wrist and a torn tendon in my right thumb requiring surgery on November 23rd, which has left me with both hands immobilized. While I understand that our tickets were non-refundable, I had hoped for a credit towards a future flight given the circumstances. Although your staff were polite, a more empathetic response could greatly benefit your customer service and reputation. Sincerely, Susan F.

My daughter took a Porter flight yesterday from Timmins to Billy Bishop to Ottawa. Upon unpacking, she discovered her $[redacted] curling iron (a gift from Grandparents) was broken in half. She is meticulous in her packing, so this is unacceptable. I anticipate a prompt reimbursement so she can replace it. Her name is Abbey Harvey. I am expecting a quick resolution to this matter. This marks the third issue she has encountered with her belongings while flying with Porter this year. Marjorie Harvey

Hello, On July 31, [redacted], I faced personal financial constraints that led me to leave behind 3 bags when traveling to Halifax. I sought assistance from a security representative who provided me with a large clear bag to collect my items and left it for disposal by a custodian. Subsequently, I learned about the option to contact Porter's lost and found regarding my unchecked bags. Upon calling Porter and explaining my situation, I was directed back to security. Unfortunately, when attempting to contact security through the provided lost and found option, the Billy Bishop Airport's airline code "YTZ" was not recognized. I would like to inquire if my bags are still at the airport and seek advice on how to reach security either by phone or email. Thank you, Gerald

My husband recently booked a flight from Sault Ste. Marie to Toronto for a sad family emergency. He would like to cancel his reservation and receive a refund due to the circumstances. His name is Eli Vuksanovich, the departing flight is [redacted] leaving at 6:45 am on Friday and returning on flight [redacted] at 9:09 the same day. The payment for the $[redacted].28 fare was made using a credit card. We would appreciate your assistance in processing the cancellation and issuing a full reimbursement. Thank you.

Dear Porter, I bought 3 tickets through SmartFares for a trip in October [redacted] to Canada. Due to COVID-19, my flight was canceled, and I received a credit with an extension fee of $50 until May [redacted], paid it, but still can't use it due to travel restrictions. I contacted SmartFares for another extension, and they now require an additional $75 to extend it to 5/20/[redacted], which I didn't pay. Christoff from Porter extended it to 5/20/[redacted], but SmartFares won't honor this without extra payment. I wanted to inform you of the situation. I hope to travel from Maryland to Detroit for a marathon in October [redacted], drive to Toronto for sightseeing, and return. Requesting your assistance in extending the credit. Thank you for your attention to this matter.

Hello, I hope all is well. I am reaching out regarding my flight ticket that was issued on June 24, [redacted] (Airline Booking # O958KG) through Cheapair.ca. Due to a cancellation of flights by your airline amidst the Covid-19 situation, I was provided with a credit of $[redacted].08 Canadian by Cheapair. Recently, on June 23, [redacted], I received an email from Cheapair reminding me of the one-year expiry of the credit and providing instructions on obtaining a refund. I attempted to follow the instructions for two days, only to realize that they were meant for Air Canada and not Porter Airlines, causing frustration as a senior relying solely on the information provided. Considering my fixed income, $[redacted].08 holds significant value to me. As Porter Airlines has yet to resume flights, I kindly request a refund of the mentioned amount. Thank you.

We were not properly informed about the requirement for a negative COVID test before our flight to Canada, despite being fully vaccinated. The airline's website did not clearly state this requirement. We arrived at the airport two hours early and were not given any warning or instructions regarding the negative test. The check-in worker at the Porter counter was unhelpful when we explained our situation. We were directed to airport customer service and then back to Porter, but no one was able to assist us. After multiple phone calls and being put on hold, we were told that only the airport desk could help, but by then it was too late for us to take the test. Despite arriving early and the airline's lack of communication, we were denied a refund or credit for the missed flight due to the lack of assistance and clarity from the airline staff.

Dear all, I am writing to express my disappointment with the additional charges incurred during our check-in at Ottawa International Airport today under Booking ID: TCB15628. I wish to seek a refund for these unjust charges. Upon booking the flight on 13th May [redacted] for my son and myself, I confirmed with Travelcation regarding the carry-on bag allowance as there was no check-in baggage allowance. The confirmation received stated that each of us could bring a carry-on bag weighing up to 7kg. Accordingly, we packed one carry-on bag each for the trip. However, upon arrival at the airport this morning, a Porter Airlines agent named Colleen, handling our check-in, insisted on charging us for the two carry-on bags as checked luggage, totaling $94.50 CAD, stating that our booking did not include carry-on bags. This contradicted the information provided during the booking process. Despite my request to see the booking details, Colleen mentioned limited access to the system. The credit card charges were manually recorded by her. Subsequently, speaking with a Travelcation customer service representative, I was informed that carry-on bag decisions were made by Porter Airlines. This differs from the initial confirmation I received at the time of booking. Consequently, I am seeking a full refund for the charges incurred today, 15th July [redacted], as my understanding was that carry-on bags within the specified weight were allowed under my booking. The attached documents are for your reference and consideration. I appreciate your urgent attention to this matter. Sincerely, Nkechi MA [redacted]

I encountered an issue with Porter Airlines where my ticket was forfeited when I missed my flight due to an emergency on July 17, [redacted]. I spoke to a gate agent who assured me I could rebook without penalty. Despite this assurance, when I called to rebook the next day, I was informed my ticket was forfeited as a "no-show." I have tried twice to resolve this directly but have been unsuccessful. I am looking to receive airline credit for a future flight. Additional details of my past itinerary include: - Booking date: July 16, [redacted] - Confirmation number: C9W5HQ - Status: Closed Flight Information: - Route: Ottawa (YOW) to Chicago-Midway (MDW) - Flight numbers: PD248/PD395 - Departure time: WED JUL 20, 3:55 PM from Ottawa (YOW) - Arrival time: 6:32 PM at Chicago-Midway (MDW)

Our client experienced a check-in issue due to misinformation provided by a Porter staff member about a flight delay. This led to confusion as they needed to reach Montreal on time and opted to drive instead. Later, they realized the mistake made by Porter and that the flights were likely not delayed. Consequently, they didn't use the tickets and are now seeking a refund waiver. We kindly ask for your understanding and assistance in this matter. PD/B4QJNC TKTN # [redacted] KOLOFF/MATTHEWMR TKTN # [redacted] SAROLI/LAURAGINAMS Savio Lobo Client Services Merit Travel Group

I am disappointed by Porter Airlines cancelling my flight 2 hours before departure due to "Plane Maintenance." This has happened before, once because of "not having enough staff for the flight." These continuous cancellations have caused stress on my family, especially during Christmas. It's frustrating to leave home at 4:30 am, driving a 4-hour round trip and dealing with the incompetence of the airline. The situation is even harder for my 11yo trying to see his father in Thunder Bay. The lack of reliability from Porter Airlines is unacceptable, and any other business operating this way would not survive.

Hello, my name is Laura Simpson and I had a flight booked for March 20th, [redacted] that cost $[redacted].89. Unfortunately, my sister unexpectedly passed away on Monday night, and I urgently need to change my flight to attend her funeral on March 17th, [redacted]. I was informed that changing my flight would incur an additional cost of $[redacted].45, which I cannot afford. I am hoping for an exception to this charge given the circumstances. I would deeply appreciate it if someone could assist me with this matter. My confirmation number is H8HTFG. Thank you. Laura Simpson

I am reaching out as advised by a FlyPorter agent regarding my recent travel experience. I was flying from Toronto to Paris with a 1-hour, 30-minute layover in Montreal. Due to a 45-minute delay in Toronto, I arrived in Montreal after my connecting flight to Paris had departed at 8:00pm. Despite efforts to make the flight wait, I missed it and had to stay overnight. FlyPorter provided a voucher for a hotel, which I had to book and pre-pay because the recommended hotels were fully booked. They have suggested that I contact you to request a refund for the hotel expenses incurred due to the missed connection.

Hello, my name is Mission Basnet from Nepal. I am seeking more information regarding my upcoming flight. I have a booking with your airline for August 17th, [redacted], from Vancouver to Toronto, with a total of 3 passengers including me. I have 2 pieces of luggage, weighing 46kg in total (23kg each) and a 7kg hand carry. Could you please provide the applicable fees for my checked luggage if paid for at the airport and if paid online? I appreciate your prompt response. Thank you.

Subject: Disappointing Experience with Porter Airlines Dear Customer Service, I am writing to express my disappointment regarding a recent flight booking with Porter Airlines. Being a first-time customer, my experience has left me hesitant to consider booking with this airline in the future. My weekend plans were completely disrupted due to a cancelled flight on Friday, May 19, scheduled for 9:40 am. As a result, I missed out on wedding-related activities in Toronto that I had carefully planned. The subsequent flight at 3:55 pm was also delayed, departing at 4:25 pm, causing me to miss the entire day. I would appreciate some insight as to why I should trust Porter Airlines for my future travel arrangements. Thank you, Mackenzi

I recently booked two flights, but unfortunately, my auto-fill put in the wrong email address, [redacted], causing an issue with my tickets. The flight number for one ticket is YECI7U, booked for Anthony and Jill Townshend. The correct email should be [redacted] The second flight is for a departure on September 16, [redacted], at 11 am from Toronto to Newark. I'm currently in Australia and unable to reach Porter's customer service for assistance. Any help resolving this would be greatly appreciated. Thank you.

My wife, Estela Valverde Luna, and I, Pere Carmona Mas, have a flight booked with Air Transat from Barcelona, Spain to Vancouver, Canada on June 10th, returning on June 24th. The Vancouver-Toronto flight with Porter Airlines (TS7904) has a confirmation number MFBGQR. However, when I try to manage the booking for this flight, only my wife's name appears as a passenger with a booked seat, not mine. I have attempted to resolve this issue by contacting Porter Airlines' call center without success. The flight is approaching soon, and I am worried about the situation not being resolved in time. I am seeking confirmation that both my wife and I are listed as passengers and that I can book a seat next to hers. I believe that when I booked her seat, I booked both and paid for both. I would appreciate prompt assistance with this matter. Thank you, Pere Carmona Mas

I encountered difficulty utilizing my VIP account when I booked a Porter flight due to a name change. Following the flight, I reached out to customer service and successfully updated my VIP account by submitting a copy of my passport reflecting my new name. Subsequently, I attempted to add the previous booking to my VIP account online to accrue VIP points. I encountered an error message regarding the confirmation number and was prompted to verify if the flight had occurred, which it had a few weeks earlier. Unable to resolve the issue online, I endeavored to contact Porter by phone. Unfortunately, I have been waiting on hold for an hour, enduring unpleasant music. This marks my third attempt to reach Porter today, as my prior two attempts were unsuccessful – one with no connection and the other resulting in a dropped call. My total time spent on this matter today is a few hours.

Hello, I hope you are well. I am reaching out to discuss a situation with three flight bookings from Newark to Ottawa that I have encountered. Firstly, I have a reservation for myself, reserved through my company. The departure is from Newark on June 30 at 6:30 PM, and the return from Ottawa is scheduled for July 15 at 10 AM. Similarly, my spouse also has a booking for the same dates. Regrettably, I made an error in booking her departure flight for 10 AM on June 30 instead of 6:30 PM. Unfortunately, this ticket is non-refundable and cannot be changed. To address this, I made another reservation for my wife matching my itinerary - departing from Newark on June 30 at 6:30 PM and returning from Ottawa on July 15 at 10 AM. While I understand the limitations on the original ticket for my wife, I wanted to keep you informed and inquire if there might be any suggestions or solutions to streamline this process. Additionally, since there are now two bookings under my wife's name for the same return flight on July 15 at 10 AM, I seek confirmation that it will not cause any issues during check-in or boarding. I am eager to receive your recommendations or guidance on any necessary actions from me. Thank you for your understanding and support in addressing this matter.