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Delayed, Diverted and Cancelled Flights

This page provides valuable information for passengers who have experienced a flight delay, diversion, cancellation or a missed connection.

If your flight is delayed or cancelled

We work hard to get you to your destination on time, as scheduled. Sometimes, events beyond our control or situations we do not anticipate lead to flight delays, cancellations or diversions. When these situations arise, we will always do our best to minimize your inconvenience.

What we’ll do to help

We will keep you informed

  • We will make available information about changes to your flight's status within 30 minutes of the time we are notified of the change. Updates will be provided through our online Flight Status tool, local airport Flight Information Displays and through the Porter Call Centre. We will also offer updates at the boarding gate area and on board (if applicable), and will continue to provide updates every 30 minutes.
  • To ensure passengers are kept informed of any changes to their travel itinerary of 30 minutes or more, Porter deploys an automated notification system that forwards electronic messages as soon as flight change details become available.
  • If you provided a valid email address on the reservation, we will send any email notifications to that address. If you’ve signed up for SMS alerts, you will also receive text message notifications.
  • If you’ve made your reservation through a travel agency, the flight notification will be sent to the e-mail your agency provided, unless you updated your contact information during web check-in or if you are a registered VIPorter member and your membership number has been added to the reservation.

We will rebook you at no cost

When your itinerary requires rebooking because of a flight disruption that delays your arrival to your final destination by three hours or more, we will:

  • Rebook you on the next available Porter flight at no cost.
  • If the offered rebooking options do not meet your travel needs or no rebooking options exist, you will be entitled to a refund in the original form of payment or a full credit if the flight disruption was beyond our control.
  • Offer you a refund to the original form of payment if the flight disruption is beyond Porter's control, and no rebooking options are available within 48 hours of the original departure time, starting September 8, 2022.

Standard of treatment you will receive

We commit to meeting the minimum standards of treatment established by federal regulations for all flight delays and cancellations that are either within Porter’s control or are required for safety.

  • We will provide you with meal vouchers for use at an airport restaurant, depending on the timing of the delay. If vouchers are not available, you can be reimbursed to a daily maximum of $35.
  • If a delay is expected to extend overnight, we will provide hotel or other reasonable accommodation, including transportation to and from the accommodation. This will be provided to you free of charge
  • Once a departure has been delayed by two hours, we will also provide you with access to a means of communication.

Note that the above standards of treatment do not apply when there is a delay or cancellation due to situations outside of Porter’s control.

What we’ll ask you to do

  • Provide us with your contact information during booking or online check-in, or add your VIPorter number to your reservation, so that we can inform you about any changes to your booking.
  • Visit our online Flight Status page for up-to-date information about your flight. If you are already at the airport, check the Flight Information Display screens, listen out for flight announcements or ask one of our gate agents for information.
  • Check your email and/or text message to see if you’ve received any flight updates from us.
  • If your flight is cancelled or delayed by 3 hours or more, you can choose one of the following alternative options:
    • Travel on the next available flight to your destination (which we will rebook you on);
    • Choose an alternate flight/date;
    • Cancel one or all of your unused flight segments with no penalty and receive a Porter credit, or when the delay is due to a situation within Porter’s control, request a refund issued to the original form of payment.

Once you have completed your trip

Under certain circumstances, you may be entitled to claim compensation for a delayed or cancelled flight. Check what you are eligible for when your travel plans are disrupted and submit a claim.

Go to Claims