| rev:text
| - I'm normally a HUGE fan of Porter Airlines!! BUT - Not only was my last flight with porter to/from Toronto to Newark was the WORST thus far as far as customer service and the helpfulness of staff (both ways), I was LIVID to learn that when I showed up at Newark many hours early and kindly asked to take the earlier flight it was $150 to change flights. I paid this fee but I communicated to the desk staff that I was very upset - she claimed Porter made changes to "align" with your competitors. I got on the earlier flight and it was EMPTY! They charged me $150 for two minutes of time to rebook me on an earlier flight in which the plane was EMPTY! What value did you bring me for $150? I decided in that moment that it would be the last dollars Porter will see from me as this personally offends me. Such a shortsighted decision by Porter. I expect this lack of customer-centric thinking from the rest of the terrible airlines but I don't expect it from Porter, which I have always believed to be the BEST at customer-centric experiences - I've always been so impressed. These last minute changes and friendly staff were the primary reasons I always perceived Porter as "flexible". But now they are just like the competition - no different. I get better mileage with the other terrible airlines that treat me just as poorly. Ironically, another customer in line with me at the Porter counter said the SAME thing and ALSO a gent at the gate with his family of 4 said the same when the gate staff rudely ignored his request for a seat change. My profession includes facilitating corporate workshops and training around customer centricity for large corporations each week. Due to this experience, I have starting using this as an example in teaching my course to explain how company's decisions impact a customer's perception and customer loyalty. This week, one of my participants begged me to send a complaint to Porter before I use this example again because he's a big fan of Porter - he claimed that my experience must have been a mistake and not the "new norm". So, as I promised him, I wrote them this note. In my opinion, their response to my concern will determine whether I fly them again moving forward. Personally, I would like to think that Porter is still my preferred airline but I won't tolerate changes in policies and difficult staff that are only interested in getting their fees out of my wallet and not interested in helping me with have a better travel experience.
It's December 21 st... No response.... As I tell this story to anyone who flies porter, many more are reporting the same sad stories..... So glad porter is now officially competing with the worst of the worst like air canada.... I'd love to start an "occupy runway" movement, wouldn't you?
|
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)