I took a flight last Thursday, before the 'Long Weekend Rush'. I arrived at the airport on time, but the ferry was running a few minutes behind as there was a huge number of people offloading.
I got to the terminal on the island, and was greeting by a huge backlog of people -- I'd estimate there were 150 to 200 people waiting to drop bags and check in. When I saw there were easily half a dozen empty kiosks, I started worrying I'd miss my flight.
By the time I got to the counter to check in, I had about 10 minutes to board -- but security had opened a second lane to deal with the influx of passengers lined up out the door. At that point, I'd been standing in line for 20 minutes.
After my bag was checked in, I ran over to security, and discovered they'd just closed the second line. I cleared security without issue, but it ate up the time I had left. I zipped down the escalator, and while the screen still said my flight was boarding, the sliding door was locked.
When I talked to the customer service agent, she said that I'd missed the flight, and that it would cost $85 to 'rebook' me. When I explained that the checkin counters were clearly understaffed and that security had closed the second line for screening, she said, "Doesn't matter. You're late."
There were 8 or 10 people in the same situation, and when I spoke with a few of them, they all had the same complaints -- the ferry was slow, the checkin lineup was too long, and security closed the second lane as Porter was paging passengers.
I filled out a customer service complaint on the Porter website, and I haven't received a response in a week.
In retrospect, I think that Porter is padding their bottom line with these 'rebooking' fees -- they under-staff the checkin counters, causing folks to miss their flights, and in the process generating $700-$1000 in pure, unadulterated profit.
I've been flying Porter for almost 5 years -- and the service has really tanked lately. What are your stories?