FAQ

Fares/Tickets/Booking

How does Porter’s fare structure work?

Upgrade your fare for even better convenience and service. Porter offers 3 fare classes: Freedom, Flexible and Firm. Each fare type provides an array of options including complimentary changes and cancellations, advance seat selection and same-day changes at the airport based on the selected fare. For detailed information, visit fare structure

Will I receive a paper ticket?

Porter does not issue paper tickets. A confirmation number will be sent to you via email or provided over the phone. Passengers must present proper identification at the airport to board their flight.

How do I book a flight for a child if they are travelling alone?

Porter Airlines offers Unaccompanied Minor service for children travelling alone – providing your child with the best of care and ensuring a safe, fun flight from departure to arrival. To book travel for an unaccompanied minor, please phone the Porter Call Centre at 1-888-619-8622. Click here for complete details on Unaccompanied Minor travel.

How do I change or cancel my flight?

Changes and cancellations can be made online or through the Porter Call Centre at 1-888-619-8622. Same day changes can also be made at the airport. Detailed information on changes and cancellations is available under fare structure

How do I make a group booking?

Group bookings are available for groups of 10 passengers or more. To book your group or obtain a quote, speak to a Group booking specialist by phoning the Porter Call Centre at 1-888-619-8622 and selecting option 4.

Does Porter offer bereavement fares?

Porter does not offer bereavement fares.

Does Porter offer Charter flights?

Porter aircraft are available for charter. Please submit an online request to receive a charter quote.

What is Porter's policy on pregnant passengers?

Pregnant passengers at 36-38 weeks may fly with a doctor's note written 24 hours prior to travel. Porter does not allow pregnant passengers to fly past 38 weeks.

What is Porter’s policy on overbooking flights?

Flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one is denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for a payment of the airline's choosing. If there are not enough volunteers, boarding will be denied to other persons based on boarding priority. All affected passengers are protected on a later Porter flight. With few exceptions, persons denied boarding involuntarily are entitled to compensation.

Baggage

What is Porter’s carry-on baggage policy?

What is Porter’s checked baggage policy?

Checked-baggage fees may be applicable depending on the routing, your fare class and whether you’re paying in advance versus paying at the airport. For further details on our checked baggage policy, please click here.

Porter is pleased to be the first major Canadian airline offering a Baggage Delivery Guarantee.

All checked bags will reach the baggage claim within 30 minutes of aircraft arriving at the gate of any airport, or a $25 voucher valid for future Porter travel within six months will be provided.

In the event of a delay beyond 30 minutes, a passenger simply needs to file a report with an on-site Porter agent at the baggage claim within one hour of flight arrival to be credited with an electronic voucher on their file. One voucher is issued per qualified passenger for one or more checked bag. The offer does not apply to oversize or special handling items, such as golf clubs, skis or assisstive devices, terms and conditions apply.

What is Porter’s checked baggage policy for military personnel?

Canadian and US military personnel are eligible for an enhanced baggage allowance when they fly on a Porter operated flight. Baggage fees will be waived for up to 3 pieces of checked baggage per person, as long as the following conditions are met:

No single piece can exceed 203 cm (80 in) total dimension or weigh more than 32 kg (70 lb ).
Military identification must be shown at airport check in.
Military personnel may be active or retired.
Military personnel may be travelling for business or personal reasons.

If you meet these requirements, please have your bags tagged and checked at the airport to take advantage of the enhanced baggage allowance. If you check in on line or at an airport kiosk, you should indicate that you are travelling without checked bags.

Note: Family members or friends travelling on the same or separate reservation are not eligible for the enhanced baggage allowance.

Can I travel with my pet on Porter?

Porter is pleased to allow your cat or small dog to travel with you in the aircraft cabin, in an airline-approved carrier, provided the carrier fits under the seat in front of you. For detailed information on travelling with your pet, please refer to our special service requests page.

Designated service animals for special needs passengers are always permitted onboard with proper documentation.

Can I travel with sporting equipment?

Sporting equipment is subject to standard baggage policies and baggage fees where applicable. Additional baggage restrictions may be imposed at the airport without prior notice.

When travelling with sporting equipment, the following restrictions and fees apply to all bookings:

Golf clubs: Golf clubs, balls and shoes packed in a suitable protective bag may be checked as baggage and are subject to all excess fees (overweight, extra item) as applicable.
Skis (including poles): Can be checked as a single piece of baggage. Excess weight fees apply.
Snowboards: A snowboard counts as a single piece of checked baggage. Excess weight fees apply.
Fishing equipment: Rod and tackle are considered one item and may be checked as baggage, subject to all excess fees (overweight, extra item) as applicable. The rod must be contained within a hard case.
Bicycles: Bicycles are counted as one item of checked baggage. A $50 handling fee per bicycle will be charged per direction, in addition to all excess fees (overweight, extra item). Passengers are responsible for proper packaging of the bicycle: tires partially deflated, handlebars secured, and pedals removed.
Sports rackets: May be carried onboard the aircraft.
Firearms: In accordance with federal law, a passenger who presents baggage containing a firearm must sign a declaration form which confirms the firearm is unloaded and placed in a suitable locked container before such baggage will be checked. A $50 handling fee per firearm will be charged per direction, in addition to all excess fees (overweight, extra item) are applicable.
Ammunition: Up to 5 kg of ammunition may be carried in checked luggage provided it is securely packed. Ammunition must be declared during the check-in process.
Hockey equipment: Two hockey sticks (taped together) and one bag of equipment may be checked as baggage and are subject to all excess fees (overweight, extra item) as applicable.

What is Porter’s Policy for car seats and strollers?

Passengers travelling with children are permitted to carry, free of charge, one stroller and one car seat per child.

Parents travelling with an infant under 2 years of age (without paid seat) are permitted a small diaper bag as a carry-on bag as an additional carry-on.

These items are subject to standard carry-on weight and size restrictions.

Further information on our Baggage policies can be found here.

ID/Security

What are Porter’s identification requirements?

To board a flight, all domestic passengers are required to present one piece of valid government-issued photo ID that shows name, date of birth and gender. Passengers may also present two pieces of valid government-issued non-photo ID, at least one of which shows name, date of birth and gender. For detailed information, please visit: http://www.passengerprotect.gc.ca/identity.html

Examples of valid government-issued identification that may be used for travel within Canada include:
(Note: Some of the listed documents may be sufficient on their own, while others may need to be supplemented with a second piece of valid government-issued identification)

passport
citizenship card
permanent-resident card
driver’s license
provincial health card
provincial identity card
provincial or territorial government identification cards (GICs)
birth certificate
Record of Landing Form/Confirmation of Permanent Residence (IMM 5292)
immigration documents issued to foreign nationals (e.g., Work Permit, Study Permit, Visitor Record, Temporary Resident Permit, Refugee Approved Status)
Canadian military identification
federal police identification
federal, provincial or municipal government employee identification cards
Old Age Security (OAS) identification card
Certificate of Indian Status (Status card) issued by Indian and Northern Affairs Canada (INAC)
Canada Border Services Agency NEXUS card
firearms license

All passengers travelling to and from the United States are required to present a valid passport. Citizens of countries other than Canada and the United States should contact their consulate or embassy for boarding requirements. Proof of onward or return travel may be required at check-in. For detailed information please visit: http://cbsa.gc.ca (for flights into Canada) or http://www.cbp.gov/ (for flights into the United States).

What ID is required if I am connecting with one of Porter’s Airline Partners?

Please have ready the ID requirements for Porter and the ID requirements requested by our Airline Partner.

How far in advance should I arrive at the airport?

Porter recommends that passengers allow sufficient time for getting to the airport, through check-in and security, and to the gate. All flights are available for check-in online 24 hours prior to departure. Arrival, check-in and boarding times depend on the originating airport as outlined below:

Travel within Canada:

	Billy Bishop Toronto City Airport	Other Airports
Recommended Arrival Time	30 min	60 min
Check-In Closes	20 min	30 min
Boarding Time	15 min	20 min

Travel to/from the United States:

	Billy Bishop Toronto City Airport	Other Airports
Recommended Arrival Time	60 min	90 min
Check-In Closes	45 min	60 min
Boarding Time	15 min	20 min

* The guide listed above outlines minimum suggested airport arrival prior to scheduled departure.

Where do I clear Customs and Immigration?

All passengers travelling to the United States from Billy Bishop Toronto City Airport are required to clear US Customs and Immigration upon arrival in the United States. Customs pre-clearance is not available at Toronto City Airport.

All passengers travelling to Billy Bishop Toronto City Airport from the United States are required to clear Canadian Customs and Immigration upon arrival at Toronto City Airport.

I am travelling with medication. Which medications may require additional screening?

All essential medication should be placed in carry-on baggage. Medication should be in the original container with the original pharmaceutical label. Medical syringes must have the needle guard intact.

Passengers authorized by Health Canada to carry medical marijuana must present legal documentation permitting possession. As part of standard procedure, Canadian Air Transport Security Authority (CATSA) screening officers must call local authorities to verify the validity of the documents. This process can take significantly longer than normal screenings as authorities may have to be called from off site, depending on the airport. For this reason, it is suggested that passengers allocate extra time for security screening when travelling with medical marijuana. Porter Airlines is not responsible for the delay caused by additional screening and will not compensate passengers who have missed their flights.

Documentation is valid for travel within Canada only. Passengers are not permitted to travel with medical marijuana to the US, without exception.

In-Flight

Can I order a special meal?

Porter offers passengers complimentary snacks in-flight. Unfortunately, we do not accept meal requests.

How can I add my boarding pass to Passbook?

To add your boarding pass to Passbook, you must first confirm that you are using an iPhone or an iPod Touch running iOS version 6 or above. Passbook will automatically be installed on your iPhone if you have updated your operating software to iOS6, it is not possible to download Passbook. Tablets, iPads or other mobile devices are not compatible.

Once compatibility is confirmed, proceed to web check-in using your mobile device. After the reservation information has been correctly entered, you will have the option of uploading the boarding pass to the Passbook.

Unaccompanied minors

Can my child fly unaccompanied?

Passengers between 8 and 11 years old travelling without a parent or guardian must fly as unaccompanied minors. Guardians must be at least 16 years old at the time of departure.

This option is also available, though not mandatory, for passengers between 12 and 17 years old.

What is the minimum age to accompany a minor?

Guardians must be at least 16 years old at the time of departure. A passenger must be at least 16 years of age to accompany a child under the age of 12.

How do I book my child as an unaccompanied minor?

To book travel for an unaccompanied minor, please phone the Porter Call Centre at 1-888-619-8622. Please note that a security fee of $100 CAD/USD, plus tax, each way is applied to the fare booked.

What is the process at the airport for unaccompanied minors?

For full details on Unaccompanied Minor travel please refer here.

Travel Insurance

How are insurance quotes calculated?

The insurance quotes are based on age, cost of trip, and trip duration.

When will I receive information about the insurance coverage I purchased?

RBC Insurance sends a separate confirmation email that contains the insurance policy, and confirmation of coverage.

How do I make changes to my insurance coverage?

Make changes or update your coverage directly with RBC at 1-866-812-3931.

I have purchased emergency medical coverage insurance through RBC Insurance. Who do I contact if I require emergency medical assistance on my trip?

If you require emergency medical assistance on your trip, please contact: Assured Assistance available 24 hours a day, 7 days a week. Call toll free from Canada and the USA at 1-800-387-2487, or for local or collect calls at 905-816-2561.

Who do I contact if I have a claim?

RBC Insurance refunded me for my flight claim. Will I still receive a credit from Porter?

If RBC Insurance refunds your claim, any credits given by Porter will be voided.

Why does my insurance purchase appear as a separate charge from my flight?

Purchased RBC insurance will display on your credit card statement as a separate charge from your Porter flight package.

Can I use VIPorter points to purchase RBC insurance?

VIPorter points are not redeemable towards RBC insurance.

Hertz Car Rentals

What are the requirements and qualifications needed to rent from Hertz?

Restrictions may vary depending on the pickup location and the applicable laws of that province/state. Further information is available at http://www.hertz.ca under the "Qualifications and Requirements" section or by contacting Hertz at 1-800-654-3131.

Once booked, when will I receive information about the rental I have reserved?

Hertz sends a separate email that contains the confirmation number. Porter will include the confirmation number and quoted price on the passenger itinerary.

How do I make changes to my rental?

To make any modifications to your car rental, please contact Hertz directly at 1 800 654 3131.

Does the RBC Travel Insurance purchased with my ticket also apply to my car rental?

RBC travel insurance does not apply to car rentals. Car insurance can be purchased at the Hertz pickup counter.

What happens if I arrive at a different time than originally scheduled?

Please contact Hertz directly at 1-800-654-3131 if your arrival time will change by a minimum of four hours.

Why does my car rental appear as a separate charge from my flight?

Reservations for car rentals are paid directly to Hertz and not to Porter. As such, your car rental charges will not appear on your flight itinerary.

Can I use VIPorter points to pay for my car rental?

VIPorter points are not redeemable towards Hertz rentals.

Partner Airline

Do I earn VIPorter points for my travel on partner airline flights?

No, VIPorter points are earned only on Porter-operated flights.

Can I redeem my VIPorter points for Porter + partner airline flights?

You can redeem only for a Porter-operated flight.

Can I redeem my VIPorter points to book a flight on a partner airline website?

You can redeem only for a Porter flight, through www.flyporter.com or through the Porter Call Centre.

Can I transfer points/miles between the two airline loyalty programs?

No, your points are non-transferable.

My Porter flight is delayed and I will miss my connection with their partner airline. Who should I contact?

If you are aware of a potential missed connection before departure or you are at the airport, please contact a Porter/ partner airline airport staff to advise you on the next steps. You can refer to connecting flights section for more details.

I booked a reservation through a travel agency and I need to make a flight change. Who should I contact?

Please contact the travel agency for all changes.

Can I book a partner airline vacation package through Porter Escapes?

No, currently this option is not available, however Porter Escapes may offer some packages to partner airline destinations.

Do I have to pay extra for the partner airline flights now?

If you are booking on www.flyporter.com, through the Porter Call Centre or through a travel agency, there is no additional cost. The cost of the flight includes our partner airline fares.

How do I identify in my search results which flight is operated by Porter and which by the partner airline?

While making a selection, refer to the details of the flight for the partner airline name and/or partner airline code with the words “operated by”.

One leg of my journey is operated by the partner airline, so do I need to change planes?

Yes, information on change in aircraft and terminal is available on your confirmation itinerary and also during check-in.

One leg of my journey is operated by partner airline, so will I get two confirmation emails?

No, if you have booked on www.flyporter.com, with the Porter Call Centre or through a travel agency, you receive only one email confirmation.

What happens to my checked baggage when I have a partner airline in my booking?

If a booked flight has both Porter and partner airline flights, you need to check the baggage at the beginning of your outbound and your return journey, unless otherwise specified. Fees apply for checked bags.

Do I have to collect my bags again at the connecting airport before taking the partner airline flight?

This depends on your destination region and airport.. Complete details are be available on the connecting flights page.

Will I be paying twice for my bags?

No, Porter bag fees are applied for the entire journey when booked on www.flyporter.com or the Porter Call Centre.

What about my seat selection on a partner airline?

Seat selection on partner airline is not available; however we can collect seat preferences and pass them on to our partner airlines. There is, however, no guarantee that the preferences will be accommodated.

What about check-in; can I check in on your partner airline website?

Yes, if in your Porter booking confirmation email there is a partner airline confirmation number, you can use that number to check in on partner airline website.

Do I have to do additional custom clearance at the airport?

You will follow the same custom clearance procedure as in a normal international arrival. See more details in the custom clearance section.

Are there any specific change fees for bookings that have partner airline flights?

Any specific change fee to be applied or waived is based on the region/destination and type of fare selected. Specific information is displayed and communicated during bookings and check-in, and is available on your itinerary.

Can I book an unaccompanied minor with a partner airline?

No, unaccompanied minors cannot be booked with any connecting flights or partner airlines.

Where can I get more information on my special service request made during my booking which involved a partner airline flight?

Special service request confirmations are available on your confirmation page, itinerary and on your web check-in confirmation.

JetBlue-specific FAQ’s

During check-in on Porter website or kiosk, can I also complete check-in for JetBlue flights?

If Porter and JetBlue are booked together on a single ticket that meets minimum connection time requirements, you will be able to check in via Porter’s website for Porter and JetBlue segments, or at the airport counter. However kiosk check-in is not available. You will have to print two boarding pass, one each for Porter and JetBlue. More details are available on the connecting flights and check-in page.

Do I have to check in again at the JetBlue counter, if I have already checked in?

No. Unless specified, no additional check-in is required.

Where do I pay for my checked bag fees when my journey has a JetBlue flight?

If your ticket was issued by Porter and originates with a Porter flight, you can prepay for your bags when booking online, at airport check-in or through the Porter Call Centre.

If your ticket was issued by JetBlue and originates with a JetBlue flight, please refer to your itinerary for instructions on baggage payments.

For all JetBlue interline reservations:

When the first departure is operated by Porter, the Porter baggage policy applies
When the first departure is operated by JetBlue, the JetBlue baggage policy applies

For more information about JetBlue's baggage policy, please visit our partner's website. (link to http://www.jetblue.com/travel/baggage )

For more information about Porter's baggage policy, please visit our baggage page. (link to https://www.flyporter.com/travel-information/baggage/checked-allowance)

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