Porter: what to check and what to do next.

Before you send a request

Record what happened in your own words. Keep the itinerary, payment receipts and the airline’s explanation. Separate a refund of a charge from reimbursement of an expense and from statutory compensation: qualifying for one does not settle the others.

Check the airline that actually operated the affected flight. A logo on your ticket does not by itself establish the operating company or governing law. Act promptly on baggage problems; initial reporting and a later written claim can have different time limits.

Delay

Qualifying disruption can include rebooking, care and separate compensation.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Keep the cause notice.

• Control, safety and notice matter.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Cancellation

Request replacement travel or the applicable unused-ticket refund after cancellation.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Review offered arrangements first.

• Cause and accepted travel matter.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Denied boarding

Involuntary denial can include replacement travel, care and compensation.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Request the written reason.

• Boarding rules and exclusions apply.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Missed connection

Schedule-irregularity provisions address qualifying connection failures and alternative travel.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Show the full booking.

• Separate tickets need individual review.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Downgrade

Lower-cabin replacement travel calls for refunding the affected fare difference.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Keep both cabin records.

• Affected portion of ticket only.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Missing paid extras

Request paid services missing from qualifying replacement travel or charged again.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Keep the separate receipts.

• Applicable alternate-travel provisions required.
• Government requirement; no separate Porter service-specific promise verified.

Official government source ↗ · Checked 2026-10-15 · APPR section 17(5), replacement travel

Refund dispute

Refund options depend on the disruption, unused travel and applicable fare terms.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Identify the refund reason.

• Voluntary cancellations are different.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Meals and accommodation

Qualifying controllable waits include reasonable food/drink and necessary overnight accommodation.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Ask for arrangements first.

• Notice, waiting time and safety classification matter.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Voucher dispute

Alternative compensation vouchers require informed written choice, higher value and no expiry.

Scope: Only itineraries between CA and US under the cited tariff.

Next step: Keep the accepted offer.

• Ordinary promotional vouchers differ.

Official Porter source ↗ · Checked 2026-10-15 · Canada–U.S. tariff effective 2026-05-01

Delayed baggage

Porter traces reported bags, arranges delivery or collection, and reviews reasonable necessary expenses. Its policy also offers a baggage-fee refund when the bag misses your flight.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Provision: Report a delayed bag; detailed delayed/lost/damaged baggage policy

Next step: Report the missing bag immediately, within 5 days of arrival; keep the reference and essential-purchase receipts.

• Report timing comes from the Baggage Service Centre. Expense eligibility and proof still apply; an initial report is not a complete reimbursement claim.
• Checked baggage in carrier custody; evidence, exclusions and mandatory law apply. No payment is guaranteed.

Official Porter source ↗ · Checked 2026-10-17 · Rendered official pages checked 2026-10-17

Lost baggage

If Porter has not located your bag within 21 days, request assessment of its value under the applicable baggage liability rules.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Provision: Compensation for lost bags; detailed baggage policy

Next step: Keep your missing-bag report reference and submit a contents list with evidence of value.

• Report the missing bag immediately, within the service centre’s five-day arrival window. A liability limit is not a flat payment.
• Checked baggage in carrier custody; evidence, exclusions and mandatory law apply. No payment is guaranteed.

Official Porter source ↗ · Checked 2026-10-17 · Rendered official pages checked 2026-10-17

Damaged baggage

Porter assesses damage that happened in its care. Report it promptly and request the applicable baggage-fee refund and damage review.

Scope: Check the cited policy’s route, operator, booking and travel-date conditions.

Provision: Report damage to a bag; detailed baggage policy

Next step: File a damaged-baggage report within 7 days; keep the bag, photographs and value evidence.

• Normal wear and inherent defects differ. Claims for actual loss need evidence; mandatory law and liability rules apply.
• Checked baggage in carrier custody; evidence, exclusions and mandatory law apply. No payment is guaranteed.

Official Porter source ↗ · Checked 2026-10-17 · Rendered official pages checked 2026-10-17

Keep your request clear

Ask for the specific remedy supported by your records, attach copies rather than irreplaceable originals, and keep your submission confirmation. If an airline declines, save its reason before choosing an escalation route. Do not send full credit-redemption codes or account passwords to CoinTravel.

General policy information, not legal advice or an eligibility decision. Published terms may have changed and may differ from those on your travel date. Applicable law may provide additional rights. No payment is guaranteed.