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.
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 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:
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:
If you are denied boarding on an involuntary basis, we will provide you with:
Compensation for involuntarily removed passengers within Canada is as follows:
Compensation for involuntarily removed transborder and international passengers is as follows:
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 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.
For immediate assistance with an existing reservation before or during travel, please contact our Call Centre.
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.,
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