Porter Airlines
Porter Airlines is a Canadian airline headquartered in Toronto. It was founded by Robert Deluce in 2006 and is privately held by Porter Aviation Holdings Inc. It operates from Billy Bishop Toronto City Airport using Dash 8-400 turboprops and from Toronto Pearson and other Canadian airports using Embraer E195-E2 jets, serving destinations in Canada, the United States, Mexico, the Caribbean, and Central America. The airline's loyalty program is VIPorter. Passenger rights on flights to, from, and within Canada are governed by Canada's Air Passenger Protection Regulations.
Telephone
Customer service : (888) 619-8622
Mailing address
Porter Airlines Inc., Billy Bishop Toronto City AirportToronto, Ontario, Canada M5V 1A1
Website
flyporter.com/en-caWhat you need to know about Porter Airlines
Porter Airlines customer service is inconsistent in terms of response times and resolution.
- Porter Airlines customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Porter Airlines with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Porter Airlines.
How to resolve a problem with Porter Airlines
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Verified contacts
Porter Airlines customer service executives
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Primary
Pier Ragone
Corporate and Customer Relations Director
Primary
Kevin Jackson
President
Secondary
Debra Hough
Senior Executive Assistant to the Executive Chairman and the CEO
Porter Airlines customer service policies
Porter's fare rules and cancellation policy sets out which fares are refundable. Freedom fares allow cancellation and refund to the original payment method; Flexible fares can be cancelled for a credit; Standard and Basic fares are generally non-refundable, though taxes may be returned. Cancellations within 24 hours of booking and at least 7 days before departure qualify for a full refund under Canadian Transportation Agency rules. Schedule changes initiated by Porter may also entitle passengers to a refund.
Porter's tariff and terms of carriage governs ticketing, check-in, baggage, denied boarding, delays and cancellations, and liability limits. The tariff incorporates Canada's Air Passenger Protection Regulations, which set out compensation amounts for delays and cancellations within Porter's control. The Website Terms and Conditions cover use of flyporter.com, the mobile app, and the booking process.
Porter Airlines loyalty program
Customer service: (888) 619-8622
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What you need to know about Porter Airlines
Porter Airlines customer service is inconsistent in terms of response times and resolution.
- Porter Airlines customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Porter Airlines with our insider guide or through our executive contacts.
- Here are our
Frequently asked questions about Porter Airlines
To contact Porter Airlines' customer service, use the following phone numbers:
For flight reservations and customer service: call (888) 619-8622, available 7 days a week, from 5:30 a.m. to 2 a.m. Eastern time.
No, Porter Airlines is a Canadian regional airline headquartered in Toronto, Ontario, Canada. It provides services to destinations within Canada and select cities in the United States.
Yes, Porter Airlines provides U.S. preclearance facilities in select Canadian airports, such as Toronto Pearson and Ottawa International Airports, allowing passengers to clear U.S. Customs before departure.
Yes, passengers can cancel Porter Airlines flights penalty-free within 24 hours of booking. If cancellations are made online, passengers will receive a refund automatically.
If your flight is disrupted due to reasons beyond Porter's control or if no rebooking options are available within 48 hours of the original departure time, you may be eligible for a refund in the original payment method.
Submit a complaint through Porter's feedback form. For unresolved complaints, escalate to guestrelations@flyporter.com and reference your booking number. If Porter does not resolve the issue, file with the Canadian Transportation Agency at otc-cta.gc.ca.
Porter Airlines’ head office is located in Toronto, Ontario, Canada.
Porter Airlines is a privately held company founded by Robert J. Deluce, and it is not publicly traded.
When flying with Porter Airlines, you can bring food in your carry-on bag, but be aware of any restrictions on liquids or gels in your food items.
If Porter cancels your flight, it will rebook you on the next available flight at no cost. If no rebooking options exist, you may be entitled to a refund or credit, depending on the circumstances.
Refunds to the original payment method typically post within 30 days for cancellations Porter initiates, per Canadian Air Passenger Protection Regulations. Refunds for customer-initiated cancellations on Freedom fares are usually processed in 7 to 21 business days, though customers have reported longer waits during peak disruption periods. If a refund is past 30 days, escalate through guestrelations@flyporter.com and reference your booking reference number. Awaiting confirmation from the company on current average processing times.
Under Canada's Air Passenger Protection Regulations, passengers on delays or cancellations within Porter's control may be entitled to between CAD $125 and CAD $1,000 depending on length of delay and Porter's classification of the carrier size. Claims must be filed within 1 year and Porter has 30 days to respond. If Porter denies the claim or classifies the cause as outside its control, passengers can escalate to the Canadian Transportation Agency.
Porter operates two fleet types: Dash 8-400 turboprops (used primarily out of Billy Bishop Toronto City) and Embraer E195-E2 jets (used on longer Canadian, U.S., Mexican, and Caribbean routes from Toronto Pearson and other cities). The aircraft type is shown during booking and on your confirmation. Aircraft swaps do happen; if you specifically need the jet experience, check the seat map at booking and again at check-in.
Billy Bishop has a nightly curfew of 11 p.m., so cancelled late-evening flights are sometimes reaccommodated to Toronto Pearson (YYZ) instead. Porter is responsible for offering an alternative under APPR rules, but ground transfer between YYZ and downtown is not automatically provided. Confirm at the gate whether Porter will cover a taxi or rideshare voucher; if not, keep receipts and request reimbursement through guestrelations@flyporter.com.
Complimentary snacks and a glass of beer or wine remain part of Porter's standard onboard service, but offerings can vary by fare class, flight length, and aircraft type. Basic fares may have a reduced selection compared with Standard, Flexible, and Freedom fares. Check the fare comparison on flyporter.com or in the booking flow for current details on what is included with your ticket.
Report delayed, damaged, or missing baggage at the Porter desk in the arrival airport before leaving the terminal, and obtain a Property Irregularity Report (PIR) reference number. Follow up by email at baggageservices@flyporter.com with the PIR number, receipts for essential purchases, and photos of damage. Porter typically responds within 5 to 10 business days. For bags missing more than 21 days, the airline must declare them lost, which triggers liability limits set by the Montreal Convention or Porter's domestic tariff.
Porter updated VIPorter in recent program revisions; status is now earned based on flight activity within a rolling 12-month window, and award costs are dynamic rather than fixed. If your point balance or tier appears wrong, check the activity log in your VIPorter account first, then email viporter@flyporter.com. Status earned in a prior cycle does not automatically carry over once the qualifying period resets.
Yes. For flights booked at least 7 days before departure, Canadian Transportation Agency rules require carriers to allow a full refund if cancelled within 24 hours of booking. Use the Manage Booking tool on flyporter.com or call (888) 619-8622. After the 24-hour window, refundability depends on your fare class — Freedom fares are fully refundable, Flexible fares offer credit, and Basic and Standard fares are generally non-refundable.
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Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published July 13, 2016. Updated August 20, 2026.