Customer Diary2015-2016

Learning Assignment

Porter Airlines has revolutionized short-haul f lying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating® and also rated as Best Regional Airline in North America by Skytrax.

Customer Reviews“friendly and helpful”

— P Srinivasan 1st February 2016There seems to be a common com-plaint of delays or cancellations with Porter Airlines, but I certainly didn’t see that. Flew from Ottawa to Boston via Toronto Billy Bishop and then back, and on both trips I had zero complaints. No delays, arrived on-time or a couple of minutes early. Lounge was very comfortable, staff were friendly and helpful, and I couldn’t really beat the price I got. 10/10, would fly again

“both were extremely impressed”—Rosemary Chupik (Canada) 29th November 2015

Flew Porter Airlines for the first time with my granddaughter from Toronto to Ottawa. We both were extremely impressed with the services, seats comfortable, no delays, snacks were fine, wine served in a glass was an add-ed bonus. I have nothing but positive things to say. The lounge in Toronto was amazing with all the free goodies. I will be certainly flying Porter Air-lines again.

“trip going fine until arrival”— Will Skinner 8th October 2015Trip going fine until arrival at US customs in Chicago Midway. Seems Porter has its own tiny customs area. Got stuck for 40 mins in long queue waiting with only 4 agents. Definitely put me off using this option. Chicago O’Hare airport next time.— Sonja Nehr-Kanet

17th August 2015I have flown twice with Porter since December. I found the website easy to use. In December, I found the pric-es reasonable as I booked very late after the death of my sister just before Christmas. Inflight snacks were tasty and different and my beverage was served in a glass. Online booking was easy and I used both one way options and return with price very reason-able. Flights were smooth. Seat was comfortable. Adequate space as bag with urns easily fit under seat close by. Nice option to cabin check larger bag. Lounge in Toronto and Ottawa is very comfortable with free coffee, cookies and Internet. I wish Porter flew into more cities. I appreciated the service

given by Porter.

— “staff are very helpful”Rafic Kamaleddine (United Arab Emirates) 27th October 2015Toronto to New York with Porter Airlines. Great service, prompt timing and extremely practical. The staff are very helpful and the airport is easi-ly accessbile from downtown Toronto.

— P Romano (Canada) 13th January 2014This was the first time for me to use Porter and had very high expectation but I was very disappointed with the level of ground service and delays. Check in took over an hour then information centre at the lounge weren’t inter-ested in answering about my questions about the flight. The flight was delayed by an hour thus missing my meeting in Ottawa. It wasn’t worth the money.

— Sarah Andrews (United States) 2nd July 2015They cancelled our flight 1/2 an hour before it was due to take off and made us wait over 5 hours for the next flight. They wait listed us on the next availa-ble but those who made it on that flight were the ones who paid more for their tickets. They penalised us fir not book-ing early! Their customer service was terrible. This is an airline I will never fly with again.

Destinations Map

Take a convenient f light from the downtown Billy Bishop Toronto City Airport and connect through Boston on JetBlue. You get to enjoy the fabulous, award-winning service provided by both airlines - we both keep winning awards for making our passengers happy. Plus, of course, great prices for you.

News ReleasePorter offers fastest service connecting Windsor and Thunder Bay to Ottawa and Montreal – TORONTO April 7, 2016

Porter Airlines is offering new direct flights from Windsor and Thunder Bay, to Ottawa and Montreal. This makes flying Porter faster than any other airline offering these routes. The enhanced service begins May 2, 2016.Select flights originating in Thunder Bay and Windsor will continue through to Ottawa or Montreal on the same aircraft after a short stop in Toronto. Passengers will no longer have to deplane in Toronto and change aircraft with this new direct ser-vice, significantly reducing travel time by up to two hours.“Speed is one of the main benefits we promote as part of the Porter experience,” said Robert Deluce, president and CEO, Porter Air-lines. “These new routings reduce travel time and provide even more convenience for our pas-sengers.”

Porter is the only airline offering direct service on these routes.Direct roundtrip flights originating in Thunder Bay operate as follows:

· Thunder Bay-Ottawa – twice on weekdays· Thunder Bay-Montreal – twice on weekdays

Direct roundtrip flights originating in Windsor oper-ate as follows:· Windsor-Ottawa – twice on weekdays and once on Sundays· Windsor-Montreal – twice on weekdays and once on Sundays

Porter Airlines Ranked Second-Most Reputable Canadian Company – TORONTO June 15, 2016

Porter Airlines is ranked the second most reputable Canadian company and the most reputable airline in Canada, according to new research from Reputation Institute, the world’s premier authority on reputation measurement.

The Reputation Institute released the 2016 Canada RepTrak® 50, a study of the most highly regarded com-panies in Canada, including both international and homegrown organizations. Six Canadian companies cracked the Top 50, including Porter, which ranked 20th overall. The rankings are based on over 40,000 ratings collected from Canadians in the first quarter of 2016.

In addition to the overall ratings from Canadians with stated familiarity with each company, the RepTrak®

system also scores companies on seven key dimensions of reputation: products and

services, innovation, workplace, gov-ernance, citizenship, leadership and

performance.

“We are honoured to receive this recognition from Canadi-ans. People take notice when you do things differently,” said Robert Deluce, president and CEO of Porter Airlines. “That’s

really what we set out to do at Porter with a value proposition

based on speed, convenience and service. While the product has to

be strong, it’s really the service aspect that I believe makes Porter stand out.”

Porter has also been recognized as the Best Regional Airline in North America at the 2015 Skytrax World Airline Awards and voted one of the Best Internation-al Airlines according to Condé Nast Traveler’s 2015 Readers’ Choice Awards.

Porter has continued to set itself apart from the com-petition by emphasizing overall service, and providing complimentary amenities, including lounge access, Wi-Fi, beer, wine and snacks for all passengers. Its main base at Billy Bishop Toronto City Airport is one of the most convenient urban airports in the world.

To see the full rankings of the 2016 Canada RepTrak® 50, visit www.reputationinstitute.com/canada.

Contact UsFlight reservations or inquiries

Toll free: 1-888-619-8622Telephone: 416-619-8622Voice Relay Service: TTY - dial “711”Business Hours: Monday to Friday 5:30 AM to 11:00 PM ETSaturday to Sunday 6:00 AM to 10:00 PM ET

Baggage Claim

Please review our Baggage Information sec-tion for answers to many common inquiries.

Online: Track your baggage claim statusTelephone: 416-619-8584Email: ytz.baggage@flyporter.com

Lost and Found

For items lost on Porter Airlines flights only, please contact:

Telephone: 647-826-7094Email: lost.found@flyporter.com

Disability Assistance

Toll free: 1-855-542-3707Voice Relay Service: TTY - dial “711”Email: disabilityassistance@flyporter.com

Contact Us by Phone

For general inquiries or for immediate assis-tance with an existing reservation before or during travel, please contact our Call Centre at 1–888–619–8622

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