Denied Boarding Due to Overbooking

This page explains Porter’s obligations and your rights in the case of an oversold flight, and how to seek resolution if things don’t go as planned.

Our Denied Boarding Policy

Occasionally we may not be able to provide you with a seat on a flight you have a confirmed reservation on, even if you have checked in on time and you meet all the reservation requirements.

Porter has a Denied Boarding Policy to ensure that in case of an oversold flight, we provide fair treatment and compensation to all Porter passengers, in addition to meeting all regulatory requirements.

If the flight is oversold

We will ask for volunteers first

If at departure time, there are more passengers with confirmed reservations present at the gate than there are seats available, we will first ask for volunteers who are willing to give up their reserved seat, in exchange, for:

  • travel vouchers and
  • a confirmed seat on a later flight.

Boarding priorities in case of insufficient volunteers

In a rare situation when there are not enough volunteers, we may deny boarding to other passengers by boarding priority, based on the following factors:

  • whether a passenger is traveling due to death or illness of a member of the passenger’s family; age of a passenger; whether a passenger is an unaccompanied minor; whether a passenger is a person with a disability; the fare class purchased and/or fare paid by a passenger.

If you are involuntarily denied boarding

If you are denied boarding on an involuntary basis, we will provide you with:

  • Remedies available to passengers who experience flight cancellations (e.g. rebooking or refund of fare, see Delayed, Diverted or Cancelled Flights and tariff for details)
  • A cash payment as denied boarding compensation based on the length of your delay.

You will receive compensation

Compensation for involuntarily removed passengers within Canada is as follows:

  • Delay of up to 2 hours: $200 Canadian dollar
  • Delay of 2-6 hours: $400 Canadian dollar
  • Delay of more than 6 hours: $800 Canadian dollar

Compensation for involuntarily removed transborder and international passengers is as follows:

  • Delay of up to 1 hour: no cash payment, $500 Canadian dollar travel voucher
  • Delay of 1-4 hours: 200% of your one-way fare up to $675 Canadian dollar
  • Delay of more than 4 hours: 400% of your one-way fare up to $1,350 Canadian dollar

Payment will be issued in cash

Porter will make any involuntary denied boarding payment in cash on the day and at the airport location where the denial of boarding occurred.

However, if alternate transportation arranged for the passenger’s convenience departs before the payment can be processed, then a cheque payment will be issued within 24 hours after the denied boarding occurs and sent by mail to the address provided.

Complete Terms and Conditions of Carriage

Complete Terms and Conditions of Carriage collapsed Complete Terms and Conditions of Carriage expanded

Complete terms and conditions relating to your rights in the event of involuntary denial of boarding can be found in our Domestic Tariff (see Rule 18), our Canada-U.S. Transborder Tariff (see Rule 90) and our International Tariff (see Rule 20).

In the event of any conflict between the information on this page and the provisions of our tariffs, the applicable tariff will govern.

Dispute resolution process

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Talk to us

For immediate assistance with an existing reservation before or during travel, please contact our Call Centre.

Business hours:
Monday to Friday 5:30 AM to 11:00 PM ET
Saturday to Sunday 6:00 AM to 10:00 PM ET

Write to us

For post-travel feedback or complaints, please complete our online Feedback form. You will receive a confirmation email that includes a case number.

We review all complaints and concerns promptly and respond as quickly as reasonably possible. Some complaints, suggestions or recommendations may, however, require more time and effort to address. Normally, a full response and explanation will be given within 30 days or as soon as reasonably possible.

You may also mail your comments to:

Customer Relations, Porter Airlines Inc.,
Billy Bishop Toronto City Airport,
Toronto, Ontario, Canada
M5V 1A1

If you are unable to resolve a claim or dispute directly with us, you may seek the assistance of the Canadian Transportation Agency. External site which may not meet accessibility guidelines