Instant Custom Signs – Drew Brims' Blog

Unsolicited Praise for Porter Airlines

First, let’s get one thing straight.  I am not receiving any kind of compensation for writing this.  I am merely telling you about a great airline.

Porter Airlines operates short-haul flights out of Toronto’s Island airport (officially called Billy Bishop Airport) which for some of us is a better location than Pearson International.  They fly Bombardier turbo-prop planes to destinations like Ottawa, Montreal, Halifax, Boston and Chicago.  I flew to Ottawa several years ago on Porter and was amazed at the level of service, the comfort of the terminal (free coffee, sweet treats, water, pop, juice).  Now the terminal has computer terminals, wi-fi for your laptop, booths to work in and chairs you can sit in without getting a cramp in the nether regions.

Then there’s the planes.  The leather seats have deep cushioning.  A little short on headroom when standing (but that doesn’t matter as most of their flights are less than a couple of hours anyway) but lots of leg-room when sitting which is what matters.  Flight staff are all courteous and efficient in executing their duties, which on a short flight involves a light snack and drinks at the most.

And there’s the price. You would think this is a luxury airline with luxury prices but you would be wrong!  Porter’s prices are consistent with the other guys.  In fact, their prices are a lot lower than major airlines if you have some flexibility in your schedule.

Why do I bring this up?  I was wondering how to ship the family to Boston so they could be with me for the Boston marathon.   I checked the usual airlines and gagged at the prices.  Then I remembered Porter and how great their prices were when I flew to Ottawa for a one-day round trip.  Their price to get the family to Boston was much less than the others and the trip from home to Toronto’s Island airport was less stressful than to Pearson.  Not only that, but by flying on Friday evening rather than Saturday, my tickets were half the price!

The flight was uneventful, luxurious and enjoyable.  Since we arrived at the airport much earlier than necessary (thanks to my wife’s obsession with being everywhere ahead of schedule), the Porter agent was able to put us on an earlier flight. And so we arrived in Boston several hours before we were scheduled.  Nice touch, Porter!

Why am I telling you this?  Not because I think Porter needs more advertising, nor, as I said at the outset, am I gaining anything from writing this.  I’m telling you this because, unlike other airlines around the world, Porter makes money!  They are increasing services to other locations, adding to their fleet of aircraft, increasing staff, building onto the terminal building.  They are doing the exact opposite of their competition.

I’m convinced that Porter’s success is due to their commitment to customer service.  Who would have thought the traveling public would want to ride on aircraft with their legs stretched out, on seats that are deeply cushioned and don’t feel like church pews on the backside.  And how about the waiting room where beverages and snacks are free?   Not just any coffee – there’s cappuccino, herbal teas, items that normally cost more if you had to pay for them.

Unlike the “other” airlines (and I think you know to whom I am referring) Porter offers small luxuries that individually don’t cost a lot but will keep me coming back to fly with them whenever I have to travel to one of their destinations.   I think Porter is a case study that is worth reading.  Great customer service, efficient passenger movements, luxurious seating on the planes and in the lounge, free snacks while you wait all add up to an airline that you look forward to taking.  When was the last time you said that about traveling?

We try to do little extras at our business too.  Things like answering the phone and not letting it go to voice mail.  Like delivering orders on time (who would have thought that was a novel idea?!).  Added services at no charge like artwork services, guidance and assistance in installations when needed.  These things don’t cost a lot but have kept our customers coming back time and again.  To us, it’s standard practice to make the customer “feel like a somebody”.  Shouldn’t all businesses think and act like that?  Porter thinks so and so do we here at ICSigns.

What about you? Do you know of other companies who treat their customers like a somebody? I’d love to get your feedback!

Happy signing,

Drew

Tags: Advertising, Boston Marathon, customer service, Drew Brims, ICSigns, Instant Custom Signs, Marketing, Porter Airlines