Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Airlines

Porter Airlines Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Reviews

Customer Review Ratings

1.49/5 stars

Average of 41 Customer Reviews

Want to share your experience?

Leave a Review

Review Details

  • Review fromElisa G

    Date: 27/11/2023

    1 star
    I cannot recommend to anyone to fly with Porter. We had one flight with them on October 22, 2023 - a direct flight with no layovers. And somehow they lost our checked bag. They said that they can tell that we checked it in, but it went no further. So the bag is still at Toronto airport and they are doing absolutely nothing to recover it. After multiple check ins and calls regarding the bag, we had to submit a list of all items in there. Now they’re asking for receipts in order to refund us some of what we have lost. Some items are vintage and many years old - there are no receipts. I do not feel any amount of confidence in this airline, especially when it comes to the care of its customers.
  • Review fromTyler M

    Date: 24/11/2023

    1 star
    I find it funny how they advertise unlimited drinks and snacks yet if you ask for more then their scheduled drink/snack service they are out of what ever you want. Id rather pay for it then be **** to. **** * **** ** *** ******** I saw them counting the snacks and drinks.
  • Review fromJason K

    Date: 12/11/2023

    1 star
    I had high hopes for Porter Airlines with increasing competition in Canada. But, having given them the benefit of the doubt on three separate occasions, but unfortunately, my recent experience on ** *** from YVR to YYZ on November 11, 2023, was the final straw.
    The flight started on a promising note with an on-time departure, only for things to unravel shortly after. A vague announcement from the flight deck about missing "documentation" led to a 30-minute wait, only to later discover it was a maintenance issue. The lack of immediate communication about the problem was a major letdown.
    While waiting at the gate area for updates, the first notification came through a text message from Porter citing "technical" issues and a rescheduled departure at noon. This was followed by another update pushing the time to 1:00 PM. Throughout these changes, the gate staff remained silent, offering no assurances or information when asked about the likelihood of reaching YYZ.
    What struck me was the apparent lack of communication and organization, leaving passengers in the dark. The delays and rescheduling were frustrating, and the gate staff's response, or lack thereof, did nothing to inspire confidence in the airline's brand.
    Porter's inconsistent performance, as evidenced by my previous attempts to fly with them, raises concerns about the reliability of their service. Despite competitive pricing compared to other airlines, the lack of frequency and the recurrent issues **** ****** * ***** ****** *** ******. It's disheartening to see a potentially good airline fall short in delivering a reliable and customer-friendly experience. At this point, * ****** ** *** **** ****** ** ** ****** **** **** ** *** **************** ******** **** ****** It's time for Porter to address these issues and get their house in order before losing more passengers.
  • Review fromKaren M

    Date: 26/09/2023

    2 stars
    Was charged a premium for carry on luggage and then it was checked at the gate anyway! **** * ***** Porter you shouldn’t charge premium carry on rates for planes that can’t take carry on!!
  • Review fromJennifer B

    Date: 04/06/2023

    1 star
    Flew April 13 out of Toronto. The agent verifying documents was ************* **** *** ***** **** ** ****** *** ***** *********** implying she could pull us from the flight if she didn’t feel we were “okay”.
    No escalation contact in the terminal to speak to live. I submitted a complaint through the Porter website and was told a respond in 21 business days. No response, acknowledgement or follow up has been provided despite escalation.
    No one should be treated as we were that day. Porter ms lack of response clearly demonstrates they customer service is not something they care about. ************* ***** 
  • Review fromJoshua C

    Date: 23/05/2023

    1 star
    Flying from Toronto to Edmonton, our infant’s car seat was left behind. We were met at the gate and told the situation, with the promise we’d be given a new one to leave the airport with. The car seat they tried to provide us was actually a booster seat for a child, and when we informed them this wouldn’t suffice they said “well, it’s all we have, you’re on your own”
    I was forced to rush out (this was at 9:30pm) before the stores closed to buy a suitable seat so I could legally transport my child from the airport.
    I submitted a complaint, along with the receipt for the car seat, expecting at minimum compensation for the purchase of the seat.
    It has now been over a month, with 3 follow up calls initiated by me, and they still have not looked at my file. They insist there’s a backlog of complaints (big surprise) and they need a few more weeks.
    The contempt this situation has been approached with is reprehensible. If any one factor had not been in play (my wife and I travelling together, us having our own transportation at the airport, the stores still being open…) we would have been stranded.
    What would they have done if this had happened to a single mother after hours? Judging from my experience, I suppose their response would be similar.
    Shoddy customer service is one thing, but failing to uphold the standard set out by the law is inexcusable. The fact that it has taken this long for such a failure to YET be addressed is beyond unacceptable.
    ***** **** * ***** ** * *****
  • Review fromErik D

    Date: 14/04/2023

    1 star
    Flying out of *** international airport to billy Bishop. I fly a lot for work and this was the worst flying experience I've ever had. I had to check out of the hotel at 1:00pm. I headed to the airport as with other airlines they can usually take my checked bags ahead of time and I can rest in the airport until my flight. When I got there they told I cannot check my bag until 2 hours before my flight. They recommend coming 3 hours early to ensure you can make your flight in time. I tried to catch the earlier flight but it was a insane charge of 700 dollars to change the flight to an earlier one. This was more than the original flight cost itself. *** **** ***** ******** **** ****** ****** **** **** **** ********* ******* ***** ** ******** ******** *** ******** *********
    The flight to Boston with Porter was awful with the worst seats I've ever seen in an airplane. I had back pain within an hour. I will never be flying with porter again *** **** **** **** *********** ** ** ********** The ac in the airplane didn't work and they told us all to turn on the air above our heads or the plane wouldn't cool down. *** **** ******* **** **** ** ****** *** * ***** **** * ***** ** * ******
  • Review fromSusen D.

    Date: 27/02/2023

    2 stars
    I called the customer support line and I was on hold for one full hour and this is just not acceptable customer service. I had to cancel the flight within three hours of booking it and I didn’t get a confirmation that I would get a refund and no refund showed up at the bank so I decided to call them, apparently the refund has been processed but won’t get to my bank for another three or four days. They were very quick to take the money out and I don’t know why the money didn’t go back in when I canceled. During my one hour hold, there were no options for a callback. As a consumer I do not believe I should have to wait on a line for a whole hour to get an answer.
  • Review fromTammy K

    Date: 05/11/2022

    1 star
    Death of husband’s mother. Booked same day flight for my husband Ottawa-Toronto-Thunderbay.
    Landed in Hamilton due to fog. Bused to Billy Bishop airport. Spent all day at airport when finally notified of cancelled flight. No compensation provided for meals/hotel expenses. Porter was aware of circumstances- timing of funeral arrangements. No accommodations made.
    Expected to fly out next day - delayed then cancelled again- all day at airport. Out of pocket expenses again.
    The next day flights all full.
    After 3 days of i****** ********* ****** *** unreliability of Porter flights, we decided it was best he return home. I drove from Ottawa to Toronto to pick him up .
    He missed all funeral events.
    Zero customer service! After hours on hold the only suggestion is to fill out a claims report for review of potential reimbursement of expenses.
    T** ********* ******** ******* ** ****** ********** *** ******* *** *** ** ****** ********* Do better Porter! Such a horrendous experience.
  • Review fromFi A

    Date: 17/10/2022

    3 stars
    On Oct 13th I received an email from Porter Airlines stating 20% off with promo code. I clicked through and attempted to book a one way flight Toronto to Halifax flight for Jan 6th or Jan 7th 2023. The code did not take. On the 17th I received another email, Once in a Blue Moon sale. When clicking through it offered one way fare discounts to many destinations in Canada. The price given was $170.00 Toronto to Halifax and yet again when clicking through there was no visible sale. Thinking I got it wrong, I called to try and book it by phone but the call center told me that it was not available,on the dates I asked for. With the call center reps we looked through the dates from 21 days past the email (as per terms) until Jan 8th, the advertised prices were what they always were and there was no clear indication of the sale. The sales center said I should take it up with their marketing department. Porter has been a good airline to fly with. Their service has been good when I have flown with them but their advertisements are not living up to the same standard.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.