✅ Trip Verified | A colleague and I took a plane from Sault Ste. Marie, Ontario to Billy Bishop Airport in Toronto. We boarded the plane at 5:40 pm. Estimated time of arrival was 7:00 pm. We first realized something was up when the plane began descending and shortly after it ascended. This happened several times. No one informed us as to what was happening until a short time later. An announcement was made that they were having difficulty landing and that they were low on fuel and had to take us to Hamilton Airport. We finally landed in Hamilton at approximately 8:10 pm. We were informed that a shuttle bus would take us to Billy Bishop Airport. Slowly people were getting discouraged and began taking cabs back to Toronto. At 9:40 pm. I approached an individual who said he was overseeing the "incident" and then announced to me that the shuttle bus would be another hour. There were only a handful of people left at that time. We gave up waiting. We were tired and hungry. No offer of coffee or anything of that nature. Many were disappointed and frustrated. Some had tickets for the Raptors game. They basically dropped us at the airport and left us in the lurch. So much for customer service.
✅ Trip Verified | Toronto to Montreal. I had an otherwise great experience with Porter. The flight attendants, customer service people, etc. were very polite. However, I booked a basic trip and I booked this through cheapoair. Little to my knowledge, a proper carry on is not included and I was charged a fee when I arrived to the gate which I couldn't help but pay (I can't leave my carry on behind obviously). I would have been completely fine with that - I understand that airlines are increasing fees, it is part of the state of the economy. However, I was not made aware of this on cheapoair's website. A customer service agent (when I made a complaint) told me that Porter's website and cheapoair both warn you but when I tried to book the same basic fare on Porter website in fact it did warn me and very specifically (no carry on etc.). Cheapoair just said "only a 20 ib personal item" - well my carry on was extremely small and less than 20 pounds. Honestly, I wouldn't mind any of this but when I complained about it with Porter and I sent them the screenshots and the difference between the warnings on Cheapoair and Porter, they did nothing. That alone means that I will likely never fly porter again.
✅ Trip Verified | Toronto to Boston. On the first leg of the journey, the gate agent indicated he would call ahead to hold the plane due to a long line at security. He apparently did not as five passengers did not make the flight. On the return flight, the gate agent indicated a carry on baggage fee was applicable which I disputed. Once through security, two managers followed me and then had my name called not for passport check but to ransom carry on baggage fee. Very poor customer service
✅ Trip Verified | The on board service was great - smiling flight attendants. However, we dealt with an unforeseen circumstance on the day that we were flying. My wife and I were at the boarding gate waiting for our flight. She was very unwell and I had to bring her to the emergency. As much as I understand that we had booked on a special fare, we were at the boarding gate and my wife was unwell. To add fuel to the fire, I realized that my cellphone accidentally fell off my pocket and it was in the car rental that I returned at the airport. It was too late for me to board that flight. The Porter Airlines employee at the check in desk showed no empathy or compassion about the circumstance and instead just reiterated about the change fee policy in a grouchy tone! I understand that we were on a special fare. However, it did not cost the airline anything to put us on to the next flight where there were lots of seats available given the fact that the reservation was directly booked through the Porter Airlines website. The airline employee chose to stick to the company policy and not show any compassion to a valuable customer and generate that goodwill. Porter has two lost customers due to this!
✅ Trip Verified | Halifax to Ottawa. There was a $10 difference in standard vs basic and I chose to book basic. They charged me $39 not $25 for my golf bag and then told me instead of my 2 carry ons I was not allowed a carry on, only a personal item. I asked if a back pack could be my personal item and the guy gave me dimensions - when asked if an average sized back pack can be a personal item he said I don't know the size of an average backpack.
✅ Trip Verified | The worst staff attitude ever. I was on my way from US to Montreal via Toronto and forgot my portable charger in the NY to Toronto flight with 2 credit cards on the backside of it. As soon as I was at security check for my connecting flight to Montreal, I realised it and informed the porter desk in the lounge. They called the aircraft staff and got to know that they found the stuff. Since I had a flight in next 15 minutes, they told me to jump on the flight and that they would send my stuff in the next flight which was just after 30 mins of this flight. They asked me to speak with the portal staff in Montreal. I contacted their staff at the Montreal airport and they said we did not get any message about any such suff left. I said pls check my file and that they would put the note on my file as they assured me at the Toronto airport. The lady did not even bother to check this and asked me to wait for 30 mins till the next flight arrives. I waited for almost 40 mins and then asked the lady again so she said she is going to check on the flight which just arrived. She comes after another 10 mins and does not even bother to inform me as to whether she found it or not. I go to her again and she carelessly says that they havent sent anything in this flight. I told her that I have my 2 credit cards in it and no cash left. She suggested me to contact the manager in the departure area. When I went there, the manager contacted the staff at Toronto airport and he was continually asking me to whom I got in touch with at the Toronto airport. I said I did not ask the name. He said that he is not able to know whom I contacted and that they dont know whether they found my stuff? I said that I am sure that they had found it and they were going to send that in the next flight. Finally, they just gave me a recipe of lost stuff and asked me to wait for a call.
✅ Trip Verified | Out of all the many times I've flown and traveled, I must say Porter Airlines is by far the worst way to travel. During the Easter weekend after purchasing a one way nonstop flight from Toronto to Thunder Bay for almost $500, a week in advance, my flight was at the very last minute changed to a 6 hours flight that made a stop in Sue Saint Marie. Considering my driver was stuck waiting for 4 hours and I was not alerted about the flight change until boarding the plane, they offered me no compensation at all and told me that the case is closed and I should be happy that they were able to get to the people to Sue Saint Marie in time for Easter. So they forced me to be late so others could be on time even though I paid to be on time, a one way nonstop flight which I did not get. So if you're looking to get what you paid for, not get ripped off, and get good customer service, I would suggest you pick a different airline as they cant not provide any of the above. Worst customer service ever. Worst flight ever.
✅ Trip Verified | Montreal to Thunder Bay via Toronto. Todd and Sandra were very helpful today and I wanted to point their efforts out. Flight was delayed/cancelled after boarding due to a mistake of a loading dock staff’s part. Todd was pleasant & calm in booking me & my travelling partners on a new flight. Sandra was a joy to deal with too. Thanks in part to them, our delayed experience was pleasant.
Not Verified | Chicago to Toronto with Porter Airlines. I paid premium for my flight and the agent charged me $39 for a carry on bag. She insisted I have to check it in. I fly with this on all airlines.
✅ Trip Verified | Toronto to Newark. If you want to depart at 6, get a ticket for 4. It is not only impossible for this airline to leave on time, they do not communicate delays. Of course, no one expects much from airlines, but the level of sheer disrespect to customers by Porter is out of control. If you’re returning to Toronto in the evening, that delay might cause you to be rerouted with no compensation. Horrible customer service, avoid if possible.It is surely a first world complaint, but few things cause me as much annoyance as porter airlines.
✅ Trip Verified | I have traveled Porter many times from their inception. I have seen them grow and have participated in my of their growing pains. I was also very thrilled with the level of service I received and was impressed by the friendliness of the Air Hostesses. The ground staff - though not always pleasant were never rude. The reason for my review this time is the appalling Basic Economy Structure I was surprised with. They charge you $39.40 or something when you try to check in. This should have been made clear when I first booked the ticket and should not have been a surprise item. This was particularly painful because I had the onward journey with Air Canada and the return with Porter. With the new facelift of the terminal Porter niceties are gone - like free coffee and cookies etc. Now a breakfast sandwich costs $15.99. I am all for paying for convenience but this in my opinion is a ripoff. I am happy to note the rest of the service remains the same.
✅ Trip Verified | Montreal to Toronto. Not happy with the service. Porter airlines advertises cheap prices but then surprise you with extra fees for carry on bags. Don’t fool yourselves, it’s not actually as cheap as they say. Air Canada is way better and better service. This is my first and last time flying with Porter.
Not Verified | Porter has fallen from the level of service and quality it once had. YOW lounge permanently closed. Cheapest fares (basic) now do not include a carry-on, and their definition of "personal item" is very narrow. I paid for the carry-on allowed fare, and was told that my bag was over the 9kg limit for carry on. These are not practices of a premium or comfort airline. These are practices I haven't encountered since I flew super discount airlines in Southeast Asia. Flight was delayed almost two hours because crew was late. Upon landing at YTZ, we had to wait 15 minutes because another plane was at our gate. Then it was another 15 minutes to wait for carry on luggage to be released because they were short staffed that night. So much for "flying refined"...
✅ Trip Verified | Toronto to Montreal. They have completely changed over the last five years I will never use them again. They rip you off on your baggage fee if you don’t book it online. However they don’t tell you that!! When you arrive at the airport you cannot book your baggage charge on a separate booking station you have to wait for over one hour to speak to aN airline associate. I had to wait over one hour in the line up because their was only one person serving hundreds of people flying out yesterday. Then when I got to the line up she charged me over $44 for my baggage fee! On the way down I flew with westjet who charged me $30 On top of everything else, I had to ask this associate four times to give me a receipt and to return my photo Id. They use to be the best airline, Use air Canada or west jet in the future
✅ Trip Verified | Toronto to Washington. The good days are over (from a customer perspective)! I've been flying Porter for years, literally the day after they opened the Toronto-Washington route in 2011. Everything was fantastic until they reached a critical mass, and they sold the airport to an external investor. No more free coffee and snacks in the lounge, overall service is terrible, check-in staff is now just as indifferent as with any other major airline (maybe also as a result of a looming first time strike, as they protest bad management and disappearing benefits), price and frequent flyer structure is far less attractive than it used to be. Don't get me wrong: Porter is not worse than any other (North American) Airline, but they used to be so much better in almost all areas, and they are now just the same. I used to feel special based on how they treated me (even without their "VIP" program), now I have the same stupid cattle feeling as I have flying any other major airline. Growth and prosperity is certainly desirable, and I saw how Porter developed over the last few years. Unfortunately it has slowly followed the trend of most other carriers, and I have no incentive anymore to choose Porter. It's just too bad.
✅ Trip Verified | Newark to Toronto. I am appalled how bad this airline is. Loud prop planes with no TVs and not even wifi. But worse is the fact that a huge snowstorm was hitting the day I was due to return and they don't wave change fees in advance like other airline. They only wave change fees if your flight is canceled or delayed significantly which means everyone is left scrambling the day off a major weather event. This is especially galling for an airline that operates out of a city that gets its share of winter weather.
✅ Trip Verified | I have never received such terrible customer service in my life. My flight from Moncton to Ottawa was cancelled due to weather conditions (understandable) and I was sent an email asking not to contact Porter, stating that they would contact me with the next available flight information. I waited for hours and heard nothing from them. I ended up heading to the airport in hopes that I would be able to get on to the next flight that was going out. When I was told no, I asked when the next available flight was and they told me 8 days from when I was supposed to fly out,they told me I should have phoned them because everyone else did and they were able to get onto the next outgoing flights. Though, the email stated not to contact them. And apparently, they had no intention on contacting me either. They just hoped I would find another way home and they would get to keep my money. I ended up having to get a 24 hour, $200 train ticket to get home. To top it off, I received terrible customer service from everyone and was told they would not compensate me in any way for this terrible and costly inconvenience. My flight to Moncton was delayed by several hours. Porter is cheap but by the time you pay for missing your transportation (not to mention the time you spend waiting on a delayed airplane) it's just not worth the penny pinching.
✅ Trip Verified | They lost our luggage on a one hour flight from Sudbury to Toronto. One of our checked bags made it however the other did not. The reasoning was due to an off loading and unloading error. Meaning they took it off and forgot to put it back on. Absolutely ridiculous, almost comical the care factor from the luggage people. Do not recommend unless you plan on traveling with no luggage.
✅ Trip Verified | New York to Toronto. Always love Porter for the free food and drinks. Staff are usually lovely, but the stewartess on this flight was awful. When we walked in she was picking her nails and didn't even look up as she grabbed our ticket to check the flight number. Everything she said was said rudely and as if she would rather be anywhere else. She may as well have been rolling her eyes when doing the safety presentation. She is the only reason I am writing this review. Maybe she was having a bad day, but her demeanour was wildly unprofessional. Otherwise I usually love flying Porter.
✅ Trip Verified | Toronto to Newark. If you are flying with a family or if you are pregnant, do not fly with porter. We are a seasoned traveling family, we have two kids and a dog and my wife is pregnant. Generally, flying is tough, but we know what we are in for and come prepared. We checked two bags, and had a small carry on as well. They asked us to weigh the carry on, which they do not ask of people who check in online, and it was 2kg overweight. Rather than use her judgment and let it slide, the attendant made us unpack a bunch of stuff and put it in another bag. She sighted “policy” and “safety” as reasons why it needed to be done, but clearly it was unnecessary. And why enforce the rules on a family with two kids, a pregnant mom, and a dog, when single business men get away with heavy carry ons? It’s been a terrible time on this airline in both directions and we will never fly with them again.