Porter Airlines says a US-based telecom issue that affected its flights on Wednesday has been resolved.
However, customers are still dealing with the repercussions.
According to the Toronto airline, the outage affected all areas of its website, passenger processing, reservation systems, and customers were unable to make flight changes.
1/2 There is a telecom outage in the U.S. affecting all areas of our website, passenger processing and reservation systems. We are unable to make bookings / change flights at this time. pic.twitter.com/NddqYJ5AV6
— Porter Airlines (@porterairlines) June 26, 2019
The outage also forced Porter to manually check in passengers, and handing out hand-written boarding passes.
Some flights were affected and included cancellations throughout the evening.
Sorry to break the news but PD 484 is on this list, although it is Montreal -Toronto pic.twitter.com/glBDGQ1eu5
— Ronald Haantjes (@Ronald_Haantjes) June 26, 2019
Following the disruption, the airline said the issue had been resolved and passengers were able to rebook their flights, depending on availability.
1/3 The telecom outage has been resolved. Passengers will be rebooked on flights as soon as possible, based on availability. New flight information will be sent by email based on contact info provided within the reservation.
— Porter Airlines (@porterairlines) June 27, 2019
- You can fly from downtown Toronto directly to Muskoka starting June 27
- Porter flight bound for Toronto makes emergency landing in Hamilton
The airline said passengers needing to cancel their travel plans as a “direct result of the systems issue” will be provided full refunds which can be processed at a later date.
On Thursday, a Porter spokesperson told Daily Hive flight operations are normal and the third-party telecom outage was resolved overnight.
“Over 85% of yesterday’s flights operated and we are working to accommodate those with cancelled flights as soon as possible,” said the airline
“New flight information was sent by email based on contact information provided with the reservation.”
The airline said the majority of passengers are already re-booked on flights.
“It is possible that seats become available on earlier flights as passengers adjust their reservations over the course of the day,” said the airline.
“The fastest ways to determine this directly is by using, the email notification received, using Porter’s website under the “manage flights” option or contacting your travel agent.”
The airline apologized for the inconvenience, saying passengers needing to cancel travel plans as a direct result of the systems issue will be provided full refunds.
However, frustrated travellers still took to Twitter on Wednesday to complain about the disruption and not receiving proper updates.
Hey Porter – can I just book a new flight then have you pay me back? Let me know asap. Our flights are canceled for tonight and we need to get to Toronto ASAP.
— Ray Fisman (@RFisman) June 26, 2019
— Michael Hoffman (@michaelhoffman) June 26, 2019
I’m in a plane – flew in from Ottawa and truly don’t understand why we can’t walk off the plane and into the terminal.
Please have this escalated -ASAP to get us off the plane.
— Common sense (@Commons08960606) June 26, 2019
— brian gardner (@briangardner22) June 26, 2019
The poorest communications I’ve ever seen! No crisis management skills at all.
— Shan Qiao (@shanqiaophoto) June 26, 2019
It’d be nice to get some updates on domestic flights. Trying to get to Thunder Bay tonight via PD484 and no one has any information.
— Kyle Bilenki (@whereiskyleb) June 26, 2019