Porter Airlines Customer Care: How to Reach Support, What You’re Entitled To, and How to Get Results

Contacting Porter Airlines efficiently

For the fastest resolution, start with Manage Trips on flyporter.com using your six-character booking reference (PNR) and last name. Most routine requests—same-day changes, seat assignments, adding bags, updating contact details, or requesting a receipt—can be completed online without waiting for an agent. If your flight is delayed or canceled, Porter will usually push rebooking options by email, SMS, and into your online itinerary first; accept or modify those options in Manage Trips to lock them in.

When you need a person, use the “Contact us” link in the footer of flyporter.com for the current phone numbers and live-chat availability. Porter maintains toll-free and local phone lines that vary by region; hours can extend during irregular operations but are subject to change. If hold times are long (common during weather systems or holidays), try messaging via Porter’s official social channels (X/Twitter: @porterairlines) with your PNR and concise details; agents often triage these queues quickly. At the airport, go directly to a Porter agent at the check-in counter or gate—reaccommodation for same-day disruptions is typically fastest in person.

Refunds, changes, and credits: what to expect

Porter’s fare products differ in flexibility. Since 2023, the airline sells two main experiences: PorterClassic (an economy product with à la carte options) and PorterReserve (a more inclusive product). Within each, individual fare classes carry their own rules for change fees, same-day standby, and refundability. Always expand and read the “fare rules” on the payment page—this is where you’ll see whether a ticket is fully refundable, changeable for a fee, or nonrefundable outside of mandated protections. If you booked through a travel agency or an online travel site, changes and refunds generally must be processed through that original place of purchase.

Under Canada’s Air Passenger Protection Regulations (APPR), if Porter cancels or significantly delays your flight, you have clear rights. When the disruption is within the airline’s control and not required for safety, you may be entitled to compensation (amounts below). When it’s outside the airline’s control (for example, severe weather or air-traffic control), Porter must still rebook you. If they cannot confirm a new departure within 48 hours of your original departure time, you can request a refund to the original form of payment instead of rebooking. By regulation, accepted refunds and APPR compensation must be paid within 30 days.

APPR entitlements at a glance

• Delay/cancellation compensation (within airline control, not safety): Large carriers owe CA$400 (3–6 hours late at arrival), CA$700 (6–9 hours), CA$1,000 (9+ hours). Small carriers owe CA$125, CA$250, CA$500, respectively. Payment is per affected passenger, upon request. You must submit your request to the airline within 1 year of the flight; the airline must respond within 30 days.
• Denied boarding (overbooking) compensation: Large carriers owe CA$900 (0–6 hours late), CA$1,800 (6–9 hours), CA$2,400 (9+ hours). Small carriers owe CA$300, CA$600, CA$900. You’re also entitled to standards of treatment (meals/hotel) and a choice between rebooking or refund.
• Standards of treatment during delays: After 2 hours, the airline must provide food and drink and access to communication. Tarmac delays have a 3-hour limit at Canadian airports (subject to safety and operational constraints), after which deplaning must be offered if feasible.
• Children seated with an accompanying adult at no extra charge: Under 5 years—adjacent seat; ages 5–11—same row, separated by no more than one seat; ages 12–13—no more than one row away. Ask at booking or during check-in; agents must facilitate without a fee.

Baggage issues: delay, damage, and loss

If your bag is missing on arrival, report it to Porter baggage services before leaving the airport so a Property Irregularity Report (PIR) is created; this is essential for any claim. Keep all receipts for interim essentials (toiletries, clothing) and submit them with your claim—reasonable expenses are commonly reimbursed when the delay is within the airline’s control. If your bag arrives damaged, take photos and report immediately at the airport.

Under the Montreal Convention (1999), which applies to most international and many domestic itineraries to/from/within Canada, claim deadlines are strict: damage must be reported in writing within 7 days of receiving the bag; delay within 21 days of when the bag should have arrived. Carrier liability for baggage is capped at 1,288 Special Drawing Rights (SDR) per passenger unless you declared excess value and paid a supplemental charge. If you need to escalate, provide your PIR, receipts, and a concise timeline in writing to Porter customer relations; if the outcome is unsatisfactory, you can ask the Canadian Transportation Agency (CTA) to facilitate an informal resolution.

Accessibility and special assistance

Porter is subject to Canada’s Accessible Transportation for Persons with Disabilities Regulations (ATPDR). If you need a wheelchair, mobility aid assistance, advance boarding, help with transfers, or support for cognitive or sensory disabilities, provide 48 hours’ advance notice to ensure equipment and staffing are arranged. Even without advance notice, staff must make reasonable efforts on the day of travel, but early coordination minimizes delays. Arrive at least 1 hour earlier than standard check-in cut-offs when traveling with mobility devices or if you need extra time at security.

Service dogs are carried without charge when trained and certified; bring documentation and advise Porter in advance. Mobility aids (including electric wheelchairs) are accepted—battery type, dimensions, and weight information are required so ground teams can prepare handling and stowage. If a mobility aid is damaged or lost, ATPDR and Montreal Convention rules provide enhanced remedies; document the condition with photos before handing it over, and report any issue immediately at arrival.

Airports, desks, and where to find help

Porter’s original base is Billy Bishop Toronto City Airport (YTZ). The mainland access point is the pedestrian tunnel and ferry entrance at 2 Eireann Quay, Toronto, Ontario M5V 1A1. Porter customer service, check-in, and baggage services are located in the island terminal across the channel; free ferries operate continuously, and the pedestrian tunnel is open 24/7. In-person assistance is available during operating hours aligned with the day’s first departure and last arrival; agents at YTZ can rebook, handle bag claims, and issue residual credits or meal/hotel vouchers when applicable.

Since 2023, Porter has expanded across North America with new Embraer E195-E2 jets operating from major Canadian hubs and select U.S. destinations. At each station, look for Porter counters in the main departures hall and seek gate agents for same-day disruptions. Airport teams have the broadest ability to place you on earlier flights, reroute you, or endorse your ticket to an alternative route if operationally necessary.

Onboard experience that intersects with customer care

Porter is known for complimentary snacks and beer or wine served in glassware on most flights, reducing in-flight purchase friction. In 2023, the airline introduced free, fast Wi‑Fi and in‑seat power on its Embraer E195‑E2 fleet, enabling real-time rebooking and customer care messaging from your seat when irregular operations occur. If connectivity matters to your trip, check your aircraft type in Manage Trips before departure; De Havilland Dash 8-400 (Q400) turboprops generally do not offer Wi‑Fi.

Families and passengers needing extra time are invited to preboard—ask at the gate. If you were not auto-seated next to a child under 14 in your booking, speak with an agent; under APPR, agents must seat families together without charging a seat selection fee, even close to departure if seats must be reassigned.

Practical tips to resolve issues quickly

• Have the essentials ready: booking reference (PNR), ticket number (starts with 451 for Porter-issued tickets), full names and dates of birth for all travelers, and screenshots of any error messages.
• Know your timelines: submit APPR compensation claims within 1 year; Porter must reply within 30 days. Baggage damage claims are due within 7 days; delay/loss within 21 days. Refunds approved under APPR must be paid within 30 days.
• Escalate smartly: if an initial request is denied, ask for the denial in writing with the reason code (e.g., “outside airline control”). This creates a record for the CTA if you seek mediation later.
• Use the right channels: start with Manage Trips on flyporter.com. For phone/live chat and regional numbers, use the “Contact us” page on flyporter.com (see site footer). Social support: X/Twitter @porterairlines.
• If timelines slip: for refunds significantly delayed beyond 30 days, follow up in writing and, if you paid by credit card, ask your card issuer about a dispute under non-receipt of services.
• Keep receipts: during delays within airline control, reasonable expenses for meals, ground transport, and hotels are often reimbursable—submit itemized receipts with dates.

Key links: Porter website and Manage Trips: flyporter.com. APPR and complaint facilitation: tc.canada.ca/en/air-passenger-protection-regulations and otc-cta.gc.ca. For airport logistics at YTZ: billybishopairport.com.