Porter Airlines Passengers Left Stranded for 7 Hours in “Nightmare” Quebec Experience
What began as a routine Porter Airlines flight turned into what passengers described as a “hellish” ordeal last weekend, with travelers stranded for over seven hours with minimal communication and inadequate assistance.
Marc-Antoine Laporte and 76 other passengers were scheduled to fly from Quebec City to Toronto last Saturday on Porter Airlines Flight 489. The flight, already delayed by an hour, boarded passengers around 3:15 p.m. Their wait on the tarmac would stretch on for hours.
“We were stuck in that plane for more than three hours,” Laporte told me during our conversation at a quiet café in Ottawa. His eyes still reflected the frustration of the experience. “No food, poor communication, and growing anxiety as the minutes turned to hours.”
According to Laporte, after the lengthy tarmac wait, passengers were finally deplaned around 7 p.m. but remained in limbo at the airport until nearly midnight. Most troubling were reports from several passengers that Porter representatives had effectively disappeared, leaving them without clear guidance or adequate support.
Quebec’s Jean Lesage International Airport confirmed an unusually high volume of delayed flights that day, with weather conditions in Toronto cited as the primary cause. Environment Canada records show moderate precipitation at Toronto Pearson International Airport during the afternoon hours.
“Weather issues happen, that’s not what upset us,” explained Sarah Tremblay, another passenger who was traveling with her elderly mother. “It was being held hostage in a plane, then abandoned at the gate with contradictory information coming from the few staff members who bothered to speak with us.”
Porter Airlines’ passenger rights responsibilities in such situations are clearly outlined under the Air Passenger Protection Regulations. These regulations stipulate that for delays exceeding three hours, airlines must provide adequate food, drink, and communication. If delays extend overnight, accommodation arrangements become mandatory.
When reached for comment, Porter Airlines spokesperson Kevin Jackson acknowledged the situation in a written statement: “We sincerely apologize to all passengers affected by this significant delay. While weather conditions beyond our control were the initial cause, we recognize that our communication and passenger care fell short of our service standards.”
The Canadian Transportation Agency has seen a surge in passenger complaints since post-pandemic travel resumed. Their latest quarterly report indicates a 34% increase in formal grievances about Canadian carriers compared to pre-pandemic levels.
Air passenger advocate Gabor Lukacs wasn’t surprised when I shared details of the incident with him. “What these passengers experienced represents an unfortunately common pattern,” Lukacs explained during our phone interview. “Airlines often cite weather to avoid compensation, but fail to provide even the basic care required regardless of the cause of delay.”
For those affected, the experience left a bitter impression. Laporte has submitted a formal complaint to both Porter Airlines and the Canadian Transportation Agency. “I’ve flown Porter before and generally had good experiences,” he noted. “But this wasn’t just a delay—it was a complete breakdown of passenger care.”
Several passengers formed an impromptu WhatsApp group to share information and potentially pursue collective action. Their grievances center not only on the delay itself but the alleged lack of meal vouchers, clear information, and alternative transportation options.
Porter Airlines has since offered affected passengers a $300 travel voucher and a formal apology. However, under current regulations, passengers may be entitled to between $400 and $1,000 in compensation depending on the size of the airline and length of delay—if the delay wasn’t caused by situations outside the airline’s control.
The incident raises broader questions about enforcement of passenger protection regulations. While Canada strengthened these rules in 2019, critics argue that enforcement remains inconsistent, with airlines frequently citing exemptions to avoid compensation.
Meanwhile, travelers like Laporte are rethinking their future flight choices. “The seven hours of my life I lost at that airport might seem small in the grand scheme,” he said, stirring his now-cold coffee. “But it’s the feeling of helplessness and disrespect that stays with you.”
As summer travel season approaches, this incident serves as a reminder that passengers should familiarize themselves
