Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On my march 15, 2025 my first flight from YGQ to YTZ was delayed by 40 minutes due to weather. Check in agents advised I would therefore not make my connection as we would now land at 2:26 and tbe connection was departing at 2:30.
  They said they could rebook me onto a 5:00 pm flight instead. Speaking with the check in agen, I was advised that as there was room on the 2:30 pm plane, in the event the connection was delayed or we arrived early, I could speak with agent sat YTZ to be put back onto my original route. The original route was delayed in the end and I had over 30 minutes with which to make the connection. Agents at YTZ told me that as I was booked on the 5:00 pm flight there was nothing at all they could do, that my itinerary was locked and it is impossible to change.
  * ********* ****** ** *** ******** ***** ******* ** ***. I would never have voluntarily booked this route, I would not have allowed the check in agent to rebook me but for her assurance that if my original flight was still on the ground when I arrived at YTZ that I could be returned to my original itinerary if time permitted. * **** ** *** *********** * ******* ***** ***** ** * ****** ** ******* *** ******* *********** ****** **** ******** *** *********** ********** *** **** ******* ******* * ****** **** ***** ****** **** ** *** ******* *** ******* *** **** **** ** *** ***** ** *** **** ******* *** *** **** ******* ******

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jun 18, 2024 around 5:00PM EST, I was checking in for my flight with Porter Airline at Boston airport, during the face-to-face check-in with the Porter agent, it took abnormally long time than usual, I asked why the process was taking so long and if anything was wrong. The agent initially said everything was fine, but then suddenly made a phone call and requested a second ID. When I asked why, he didn't explain and just insisted I provide a second ID. I told him I couldn't provide a second ID in order to protect my privacy unless he told me why a second ID was needed and that my passport is an internationally recognized valid ID, if everything was fine as he told me, why would I need to provide a second ID while other passengers didn't have to?! At that moment, another agent approached and threatened to call the police because I questioned the request, and she said she would put me on a blacklist and deny my boarding.
  
  I filed complain to the company and was told via email that second ID will be required in SOME cases, however there is no mention on the Porter app or website that a second ID would be required when I logged in with my VIP account, that’s very common for travellers NOT to bring a second ID during an international trip other than passport, in my case, I was threaten that if I didn’t provide them my second ID to take a photo with their phone(most likely their private cell phone!), they will call police! ** ******** **** *** ********* ** ***** ****** ****** ** ******* 
  This treatment is completely unacceptable. I paid for my ticket *** *** ******** ****** ** ***** ** ***** ********** ** ************** *** ********* **** ******. No other passengers were asked to provide a second ID. **** * ********** *** ******** * *** ********** *** ******* **** ******.
  
  Given this incident, I request that porter waive my fare for this flight and provide me with the policy code that mandates a second ID in addition to a passport.

• Initial Complaint

  Date:31/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Porter Airlines automatically signs you up for their marketing emails when you create an account. If you select the "Unsubscribe" button from their marketing emails and unsubscribe* ****** ******** **** *** ******** *********** *** **** ***** ******.
  
  They state that it takes up to 10 days for the unsubscribe to take effect, however, I have unsubscribed over 10 days ago and then after each time I receive another marketing email, but then I receive another marketing email the following day or so * **** ***** ***** ****** ******** **** *** ******** *********** ***** ********** **** **** ****** ** ************

• Initial Complaint

  Date:15/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6, 2023 Porter Airlines unilaterally cancelled flight No. ****** IN THE AIR, MINUTES FROM IT'S FINAL DESTINATION. The flight was redirected back to Halifax ******* ****** ********* ** **** **** **** *** ***** **** *** ** ******* ******** Porter left us stranded, and eventually offered to rebook us to our final destination some 48 hours later. According to Canada's Air Passenger Rights legislation under these circumstances, Porter is required to pay minimum flight delay COMPENSATION of $500. per passenger. To date however, they have refused.
  
  We are seeking $1,000. in cash or Porter credit to settle this matter in lieu of commercial litigation.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were on Porter flight *** from YUL to VYR with connection via Toronto Porter flight *** on Jan 1, 2024. Connection time was 45 minutes, which was tight, but we were assured on the phone that the flight would be held if there was any delay. We were at the gate waiting to board when we were informed *** was running a bit behind but Toronto would wait for us. After about 25 minutes we were told Toronto would not hold the flight. We were given the option to get on *** and be stranded in Toronto, or be stranded in Montreal. They moved us FIVE DAYS later to the 'next available flight'. We were told the reason was controllable, a delay in boarding and deplaning and things 'running behind.' This caused additional delays as the announcement was made so close to boarding that some passengers got on the plane, and all had to be found, all of the luggage had to be found and taken off the plane, and all 12 of us in this same situation had to decide whether to board to Toronto or not. When I went to put in the compensation claim, the system said that it was denied because the delay was 'outside the airline's control,' and due to 'safety'. No details were given. There was NO safety issue, and this looks like a runaround. They don't have a number to talk to customer relations, only email, and they take way longer than the legally required 30 days to respond. The call centre is kept separate from customer relations and cannot give any information about the cause of the flight delay, or say how long the delay in responding will be, *** **** ***** **** ** **** ** *** ***** *** ********* ****** **** ** ***** I'd like them to initiate compensation independently without making passengers jump through hoops, and to bulk compensate everyone in the same position, to speed the process up. I'd also like them to do an overhaul of their booking system so they book realistic connections they can meet at peak season. And I'd like full compensation required by law plus courtesy compensation.

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation: ****** I am writing today in hopes of an exception. I booked ****** and needed to move it because of a conflict. I absorbed the cost and rebooked under ******. I was, today, told my company is transferring me and we will be moving and have had to cancel this entire trip. I'm now out the cost of two flights, neigher of which I can take.
  
  I'm begging for an exception to at least get the cost of one of these back solely as a one time exception.
  
  Thank you so much
  *****

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for my son (*****) and paid for a flight to get him home for Christmas. ** *** ******* **** * ************* ********** *** *** ******* ****** ******** **** **** ** *** * ** *** **** ******* *** **** Anyway, he had issues getting to the Vancouver airport with the driver who picked him up resulting in him being late. His flight was scheduled to depart at 7:40 am on Nov 30th (Flight #*****) but arrived at the airport at 7:05 am. When he tried to get on the airplane, he was denied. It shows as a no show but he was not a no show, just late. He then went to a Porter Airline agent to explain and get him re-scheduled for another flight. The attendant said that he had to call customer service as they were not able to help him. Immediately after, he called for a ride to go back to his apartment in metro Vancouver and got on the phone to a rep. The rep told him that my son was able to re-book on another flight for a fee as I purchased the ticket which allows changes for a fee. ******* ** ***** ******* *** *** **** ** **** ** ** ************ *** **** *** ******* ** **** *** *** **** ** *** ***** I learned about this situation later and after work called in and spoke to a rep who was not helpful. In other words, my son's ticket was forfeited even though he showed up at the airport (late), did not get help at the Porter counter which is what should have happened (lack of customer service), spend more time/money to get back home, and make a call to customer service. When I called in myself the rep would not re-schedule my son on a new flight even though I paid for a ticket with changes for a fee. In other words, they mislead their customers as the first rep said that they would allow my son to re-schedule and yet the second said no. At this point, I was furious and demanded to speak to a supervisor without success as I was told no one was available and besides, I would be given the same response. ******** ******** ******* *** ** ********** ******* ** ******** ***

• Initial Complaint

  Date:20/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a return ticket on Porter Airlines under confirmation No# ****** ******* ********* YTZ - BOS - YTZ on 21Aug23 and returning on 24Aug23.
  
  As per Porter Airlines international departure rules, one needs to be at the check in counter 75 mins before boarding time and as per requirements, on the 24Aug23, I was at the check in counter at 6.45pm which is a good 80 mins before departure at 8.05pm, to find that the counter was closed, not a single staff in sight and the counter was neatly arranged back to its original state which to me would take anyone a good 15 to 20 mins of their time which makes me believe that the counter closed at 6.30pm which is a good 95 mins and 20 mins more than the standard 75 mins that Porters international departure rules state.
  
  Because of this, I had to dump all the items that I had purchased in the garbage as the same was not allowed in my carryon luggage.
  
  The cost of all the items dumped into the garbage was USD 185 and based on exchange rate is approximately +/- CAD 250.
  
  I have been communicating with Latoya C. from Porter Customer Service from 24Aug23 till date and have not been able to reach an agreement. Latoya from customer service on 31Oct23 after multiple reminders, finally comes back with a CAD 200 voucher for future travel valid upto 01May24.
  
  This is not what I am looking for - Porters irresponsibility made me throw items which were purchased with physical "CASH" amounting to USD 185 (CAD 250 +/-). I need Porter to reimburse me CAD 250/- as a credit into the credit card used to purchase the ticket.
  
  This is the resolution that I am looking for.
  
  My last correspondence to porter which is the 7th follow-up on the matter was on 14Nov23 @9.52am and today is 20Nov23 and Porter is just not responding. * **** ******** *** *** ********* ********* *** *** hoping BBB can help me get a favorable resolution.

• Initial Complaint

  Date:14/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21, 2023, I took a direct flight on Porter Airlines between Pearson International Airport and the Vancouver International Airport (YVR). However, my checked bag with business attire never arrived in YVR. I filled out a lost baggage form with a Porter representative in order to have it delivered to YVR by September 24 to be prepared for my meetings on September 25 and 26.
  
  However, my lost bag never arrived at YVR. Despite receiving an email on September 24 notifying me that my bag had been delivered to my desired destination, I was instead alerted to the fact that it had been delivered to my home in Toronto. As a consequence, I had to purchase a new set of dress clothes including a suit, dress shoes, ties, dress shirts, etc. to be prepared for my meetings, at a cost of $1,200 Canadian dollars. I also had to buy casual clothes for the weekend as well as another suitcase.
  
  I filed a reimbursement request on September 24, and a Porter representative told me I would hear back within a week. Upon returning home, tags on my checked bag indicated that it had been erroneously sent to Edmonton as opposed to Vancouver, before then being erroneously sent to my home in Toronto instead of being sent on to YVR. I then called Porter on October 2, 2023, to get an update on my reimbursement request. The Porter representative then told me I wouldn’t receive confirmation of my reimbursement request until the case was opened, and they had just started looking into reimbursement requests from July 6, 2023. Since the representative could not confirm that my reimbursement request was properly submitted, they suggested I submit another request including all new information.
  
  It has been 6 weeks since I submitted my first reimbursement request and 5 weeks since I submitted an updated request. I have received no information from Porter. When I call, I’m kept on hold for hours. When I request a call back, it takes many hours longer to respond. I feel like I have no recourse.

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with a carry on bag on a Porter Airlines flight. Because of the size of the overhead compartments, they forced me to 'Gate Porter Check' my bag. When arriving at my destination they had lost my carry on bag. I have had ZERO compensation, ZERO contact and ZERO help with this. It has been two months since this happened, and no one can give me any help or direction and/or response to this problem. Porter was at fault, they transported an unmarked bag through an international airport, and nothing has been done to fix this. There were a number of valuables in this bag (the reason I fly with carry on is to avoid things being lost), and Porter has not been able to answer ANY of my properly filed emails. I am worried that they will never respond, or compensate me for this problem they created.

  Customer Answer

  Date: 28/11/2023

  I have heard from Porter on the back of my submission, they have made the changes/adjustments necessary.
  
  Thank you for you help