Porter Airlines is reporting an 85% customer satisfaction rate as the airline returned to the skies in September with an upgraded fleet.
As of November 23, the airline reported:
- 98.9% Schedule Completion Rate (SCR) - Percentage of scheduled flights completed, whether on time or not. Represents a 2 point YOY improvement vs 2019.
- 89.7% On-time performance (OTP) - Percentage of flights that arrive within 15 minutes of scheduled arrival time. Represents a 14.5 point YOY improvement.
- 85.7% Customer Satisfaction (CSAT) - A measure of customers' overall experience (from booking through travel). Represents the percentage of respondents who rate their experience 4/5 or 5/5. An 8.9 point YOY improvement.
"Operating efficiently and reliably is a point of emphasis as part of the overall restart of service," said Michael Deluce, president and CEO, Porter Airlines. "The numbers we're seeing are record-setting over Porter's 15-year history. It's not a given that this happens after such a long layoff, but the team is doing an incredible job across every touch point and customers are responding positively."
Porter has also completed the modernization of its De Havilland Dash 8-400 aircraft fleet. All 29 aircraft now feature the new TiSeat E2 from Expliseat, the world's lightest aircraft seat. The slim design of the new seats enhances overall legroom, with a standard 30" seat pitch for the 78-seat configuration.
The seats use a combination of composite and titanium materials, making them approximately 50% lighter than the previous seats and reducing aircraft weight by approximately 1,000 lbs. Corresponding annual fuel consumption also decreases by approximately 500,000 litres and corresponding CO2 emissions by 1,200 metric tons.
Other aircraft upgrades include new carpeting, lavatory enhancements, new sideboards and updated LED lighting on all aircraft. The majority of the fleet have also received fresh exterior paint.
"The TiSeat E2 combines comfort and performance with an enhanced cabin environment," said Kevin Jackson, executive vice president and chief commercial officer, Porter Airlines.
"Passengers have come to expect a refined travel experience when they fly with us and our refreshed, clean, modern cabin will enhance their journey."
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