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Traveling can be an adventure, but for one Montreal couple, their recent experience with Porter Airlines turned into a nightmare. Alessio Recine and his wife Azzurra Billig, along with their friend Marie Lessard, found themselves in a distressing situation that left them stranded and out of pocket.
Stuck on the tarmac for hours
What was supposed to be a quick three-hour flight from Fort Lauderdale to Montreal quickly escalated into a nearly seven-hour ordeal. After boarding Porter Flight PD572 on March 30, the passengers were left waiting on the plane for over six hours without any updates or provisions.
Recine described the experience as “complete abandonment,” highlighting the lack of communication from the airline.
“The doors closed, and we thought we were leaving, but instead, we stayed on that airplane for more than six hours without leaving the tarmac,” Recine recounted.
The situation worsened as passengers, including families with young children, were left without food or water for hours. It took a distressed mother to finally prompt the flight staff to distribute water.
Compensation claims and frustrations
After the flight was ultimately canceled, Recine and his companions were left to fend for themselves.
They had to book new flights and accommodations out of pocket, incurring costs that totaled nearly $1,700. Despite submitting a compensation claim with receipts, they received little to no response from Porter Airlines.
“When I called to follow up, I was told claims were still being processed from mid-February,” Recine said, expressing his frustration.
The couple was eventually informed that the flight was canceled due to air traffic control restrictions, which Porter claimed exempted them from providing compensation.
Porter Airlines’ response and customer dissatisfaction
In a statement to Global News, Porter Airlines explained that a combination of weather issues and maintenance problems led to the cancellation.
They stated that the crew’s maximum duty time was exceeded, forcing the aircraft to return to the gate. However, this explanation did little to appease the stranded passengers.
Porter did offer Recine a $150 voucher for future travel, but the couple has no intention of redeeming it. “What’s not normal is dumping people in an airport in the middle of the night and not telling them what to do,” Recine emphasized. The couple’s experience has sparked discussions about the responsibilities airlines have towards their passengers, especially during unforeseen circumstances.
As travel resumes post-pandemic, incidents like this serve as a reminder of the importance of clear communication and support from airlines. For many, the thrill of travel can quickly turn into a nightmare if companies fail to prioritize customer care.
