I have always been a fan of Porter thanks to the convenient location of its Toronto airport, the class-free formet whereby all patrons recieive the same amenities (or lack thereof), and the free cappucinos....
As a frequent flyer to and from the Tdot, I have, of late, begun to have less accommodating experiences and noticed a dearth of staff, dirty facilities, uncomfortable and unsafe planes (had to make an emergency landing last time I flew with them thanks to faulty landing gear), green pilots....
My latest experience soured me considerable. Having paid for a 'premium seat' I was shocked to find it cramped and uncomfortable. I am definitely larger than average (6'4", 285) but I have always fit into standard airline seats. The (very kind and professional) air host had me move to a pair of unclaimed seats and I was able to stretch my long legs diagonally. He told me to follow up with the airline regarding the premium seat fee. At which point I discovered that Porter has not invested a penny into customer service. Over 3 call attempts, I have spent precisely 53 minutes on hold and never spoken with a human. There is no option for emailing customer service so I was forced to contact through the complaints department (I had no 'complaints' as such at that moment just a need for information/compensation but now my experience has become definitely complaint oriented)
I wish Porter could get its #$%^ together. The format has such a great potential!